HP Desktop PC DX5150XT

Hello,

Our company, Ambac International, purchased 37 (thirty seven) HP Desktop PC’s in October 2005. This purchase (HP order #1859977) was valued at $33,000 and included 3-year warranties with on-site service and 24-hour turnaround. We finally installed the new PC’s in January 2006. On Tuesday, 1/24/06, one of the new HP PC’s was powered down and would not restart. It would not power back up, turn on, run, or anything. It was dead. So we called HP Tech Support on Wednesday, 1/25/06 to report the problem. At that time, we were assigned a case # 3213657537. It is now Friday, 1/27/06, and more than 48 hours since we reported the problem initially. No one has called us, come to diagnose the problem, or let us know that we are alive.

On Friday, 1/27/06, we called an HP Technical Support phone number and we were told that our case did not exist. No one knew what to do. Nor did anyone speak English very well. We were transferred a total of 4 times, spoke with 4 different people, and spent 1.5 hours waiting for someone to help us. We finally hung up and called the same number. At last, we spoke with someone who could understand English. He claimed that we had a power supply problem and that the part was on “back order”. What a great excuse!! Still, no one has come on-site to diagnose our problem; it was all done by phone. Moreover, we were not given the courtesy of a phone call to tell us that there was a back order situation. That very same day, 1/27/06, we spent yet another hour on the HP Tech Support Merry-Go-Round to find out when HP would come to service our PC. We demanded that our case go to “escalation” as this tactic worked for us in the past (with HP of course). Now, it is the end of our work week, our PC is still not fixed, we still do not have a date when it will be fixed, and HP has not honored their original on-site, 24-hour turnaround service agreement. We want to be compensated for our lost productivity and 20% of the original order charge so we can pay a certified technician to fix Hewlett Packard’s defective equipment. HP has a lot to learn about Customer Service.

Sincerely,

Susan Thomas, Sr. Industrial Engineer, Ambac International Email User

Bill Budenbender, Sr. Programmer Analyst, Ambac International Email User