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Dear Mr. Hurd:

I have always been an enthusiastic proponent of HP, as a manufacturer and a

service organization. I have found that HP's service has been nothing short

of excellent. I own a C304NR notebook computer. It developed a defective

hard drive a month or two after I purchased the laptop. Working with your

staff, the drive was replaced successfully and a new image was created. I

was happy with the level of service I received.

My first recommendation is to revoke the policy of including the keyboard as

a end-user non-replaceable part. If the user base can be trusted to put

memory and hard drives in the system, they should be trusted to replace

keyboards as well.

About 7 months after I purchased the C304NR, my keyboard seems to have

developed a problem with the "A" key.

Working with your staff, we have determined the problem to be hardware

related. I have been instructed to return the laptop for warranty repair.

I have been told I could expect up to 4 or 5 days worth of transit and

repair time.

This level of service is unacceptable for a business class laptop. Every

time I press the "A" key, I have to hit it three or more times (which is

very frustrating to say the least).

Secondly, I recommend that you put in place exceptions for the normal

procedures on a case-by-case basis and ensure that your management is aware

of when to exercise this discretion. For instance, in my case I have over

10 years of experience in PC hardware and software support. I have been an

HP Authorized Technician under CZSJ0233 as well as Compaq Certified, Toshiba

Associate, and A+ Certified under COMP10406679. I believe I am just as

competent as the composite technician in your Durham support center.

Your staff was happy to let me replace the drive when it failed and reimage

the system. It saved them time and saved HP money.

I recognize that HP has a valid reason in holding to the policy of requiring

depot repair but I believe it would cost me less to simply purchase a new

keyboard myself rather than wait the 4 to 5 business days for depot repair.

As such, I believe a more suitable arrangement might be to let me purchase

the keyboard, install it, ship the old one back, have your staff test it,

and then reimburse me for the cost of the keyboard once your staff have

verified that in fact the "A" key alone is affected and that there doesn't

appear to be any evidence of customer abuse.

I don't expect you personally to reply to this email, but would hope to be

contacted by a member of your staff to establish repair options.

Thanks kindly,

Jacob M Metro

Case ID:

spacer

HYPERLINK

"http://www1.itrc.hp.com/service/mcmBsc/viewCallReq.do?callID=3219341588"321

9341588

spacer

Submitted:

spacer

2007-07-08 20:23:53 EDT

spacer

Problem description :

Support.HP.Com Case Number: KMM18549374V16173L0KM

CSO Number: JSC447-01

Phone Support Case: 7341183992

And per the following email...

Dear Mr. Hurd:

I have always been an enthusiastic proponent of HP, as a

manufacturer and a service organization. I have found that HP's

service has been nothing short of excellent. I own a C304NR

notebook computer. It developed a defective hard drive a month

or two after I purchased the laptop. Working with your staff,

the drive was replaced successfully and a new image was

created. I was happy with the level of service I received.

My first recommendation is to revoke the policy of including the

keyboard as a end-user non-replaceable part. If the user base

can be trusted to put memory and hard drives in the system, they

should be trusted to replace keyboards as well.

About 7 months after I purchased the C304NR, my keyboard seems

to have developed a problem with the "A" key.

Working with your staff, we have determined the problem to be

hardware related. I have been instructed to return the laptop

for warranty repair. I have been told I could expect up to 4 or

5 days worth of transit and repair time.

This level of service is unacceptable for a business class

laptop. Every time I press the "A" key, I have to hit it three

or more times (which is very frustrating to say the least).

Secondly, I recommend that you put in place exceptions for the

normal procedures on a case-by-case basis and ensure that your

management is aware of when to exercise this discretion. For

instance, in my case I have over 10 years of experience in PC

hardware and software support. I have been an HP Authorized

Technician under CZSJ0233 as well as Compaq Certified, Toshiba

Associate, and A+ Certified under COMP10406679. I believe I am

just as competent as the composite technician in your Durham

support center.

Your staff was happy to let me replace the drive when it failed

and reimage the system. It saved them time and saved HP money.

I recognize that HP has a valid reason in holding to the policy

of requiring depot repair but I believe it would cost me less to

simply purchase a new keyboard myself rather than wait the 4 to

5 business days for depot repair.

As such, I believe a more suitable arrangement might be to let

me purchase the keyboard, install it, ship the old one back,

have your staff test it, and then reimburse me for the cost of

the keyboard once your staff have verified that in fact the "A"

key alone is affected and that there doesn't appear to be any

evidence of customer abuse.

I don't expect you personally to reply to this email, but would

hope to be contacted by a member of your staff to establish

repair options.

Thanks kindly,

Jacob M Metro

spacer

Note: Please email attachments to the following email address (warning:

maximum size is 5 Mb): HYPERLINK

"mailto:Email User?subject=Case%20ID%203219341588"mailto:support AT atl

.hp.com?subject=Case ID 3219341588

Thank you for using the Better Business Bureau's Online Complaint System.

Your complaint has been assigned case # 270819.

Correspondence regarding this complaint will be emailed to :

Email User

Please print a copy of this for your records.

Filed on : July 8 2007

Filed by :

Jacob Metro

807 Red Fox Run

Towson MD 21286

Filed against :

Hewlett-Packard Company

3000 HANOVER STREET

Palo Alto CA 943-4

Complaint Description:

On Saturday, June 30th 2007, I became frustrated that I was having to push

the "A" key on my laptop keyboard much harder then the rest of the keys.

Often I would finish a word before noticing that the "A" which had been

pressed had not been registered. I contacted HP support for an in warranty

repair. HP indicated that I could send the laptop in for repair but that

this would take 4 to 5 business days. There are a number of case reference

numbers regarding this event: Online Support: KMM18549374V16183L0KM Phone

Case: 7341183992 Dispatch Reference: JSC44701 I spoke with Neal, Kenya, and

Jim of HP Support on Sunday, July 8th 2007 after getting back from vacation.

I informed them that I was willing to purchase a new keyboard up front if HP

would reimburse me after a technician determined that abuse was not the

cause of the hardware failure. They indicated that the only option I had was

to follow the established repair options. The established repair options

cost HP around $80 per hour plus freight. They cost my company about $1000

per hour that the laptop is unavailable for my use. This means that we are

looking at around $90K loss associated with the "A" key on my keyboard. I

also mentioned that I am an HP Authorized Technician. My HP Technician Code

is CZSJ0233. I am an A+ Certified technician under COMP10406679. I have 10

years of experience in PC/laptop repair and am likely the equal of the

average HP technician in terms of competency. They indicated that regardless

of these facts, the repair procedure must be observed even for HP

technicians. Thus I am at a stalemate without getting members of HP

management involved. The Product Model Number: RL177UA#ABA The Product

Number: C304NR The Product Serial Number: CND64612SF The Product Purchase

Date: 12/30/2006

Your Desired Resolution:

I'm seeking one of three options in settlement: 1. Cross-ship of a new

laptop keyboard with HP for this model laptop. Cross-ship is defined as the

following...keyboard is shipped from HP to me...I install the new

keyboard...I ship back the old keyboard... Problem Solved. 2. Advance

purchase and warranty exchange of a new laptop keybord with HP for this

model laptop. Advance purchase and warranty exchange is defined as the

following...I buy a new keyboard from HP...I install the new keyboard...I

send the defective keyboard back to HP...HP technicians determine that the

keyboard is defective and that used abuse was not at fault...HP reimburses

me for the cost of the keyboard... Problem Solved. 3. Advance exchange of a

laptop with a replacement "loaned" laptop. Advance exchange of a laptop with

a replacement "loaned" laptop is defined as follows...HP sends me a new

laptop as a loaner...I transfer all my data and applications to the loaner

using a cloning utility...I send the "Owned" laptop back with the defective

keyboard...HP replaces the keyboard and sends my "Owned" laptop back...I

send the "Loaned" laptop back to HP... Problem Solved.

This case will be reviewed by a complaint specialist at the Better Business

Bureau, and then forwarded to the business for their response. It is our

policy to allow the business 30 working days to respond to your complaint.

You will be notified when the business has responded.

What would you like to do next?

HYPERLINK "http://67.153.191.194/complaint/view/270819/c/z79fb3"View the

status of your complaint

HYPERLINK "http://67.153.191.194/"Return to the BBB Homepage HYPERLINK

"http://www.bbbsilicon.org/privacy.html" \nBBB Privacy Policy

BBB CASE#: 270819

Complaint filed by:

Jacob Metro HYPERLINK

"http://67.153.191.194/complaint/view/270819/c/z79fb3##"(More)

Consumer Info

NAME:

Jacob Metro

DAY PHONE:

410 812-7989

ADDRESS:

807 Red Fox Run 21286

Towson, MD

EVE PHONE:

410 583-2545

EMAIL:

Email User

FAX:

HYPERLINK "http://67.153.191.194/complaint/view/270819/c/z79fb3##"(Less)

Complaint filed against:

Hewlett-Packard Company HYPERLINK

"http://67.153.191.194/complaint/view/270819/c/z79fb3##"(More)

Business Info

NAME:

Hewlett-Packard Company

BBB MEMBER:

CONTACT:

ADDRESS:

3000 HANOVER STREET

Palo Alto, CA 943-4

PHONE:

650 857-1501

FAX:

650 857-5518

Website:

www.hp.com

HYPERLINK "http://67.153.191.194/complaint/view/270819/c/z79fb3##"(Less)

Complaint status:

Complaint Received by BBB HYPERLINK

"http://67.153.191.194/complaint/view/270819/c/z79fb3##"(More)

Activity

Date

Activity

Description

07/08/2007

Complaint Received by BBB

HYPERLINK

"http://67.153.191.194/complaint/view/270819/c/z79fb3##"(Less)

Case Description:

On Saturday, June 30th 2007, I became frustrated that I was having to push

the "A" key on my laptop... HYPERLINK

"http://67.153.191.194/complaint/view/270819/c/z79fb3##"(More) On Saturday,

June 30th 2007, I became frustrated that I was having to push the "A" key on

my laptop keyboard much harder then the rest of the keys. Often I would

finish a word before noticing that the "A" which had been pressed had not

been registered. I contacted HP support for an in warranty repair.

HP indicated that I could send the laptop in for repair but that this would

take 4 to 5 business days. There are a number of case reference numbers

regarding this event:

Online Support: KMM18549374V16183L0KM

Phone Case: 7341183992

Dispatch Reference: JSC44701

I spoke with Neal, Kenya, and Jim of HP Support on Sunday, July 8th 2007

after getting back from vacation. I informed them that I was willing to

purchase a new keyboard up front if HP would reimburse me after a technician

determined that abuse was not the cause of the hardware failure. They

indicated that the only option I had was to follow the established repair

options.

The established repair options cost HP around $80 per hour plus freight.

They cost my company about $1000 per hour that the laptop is unavailable for

my use. This means that we are looking at around $90K loss associated with

the "A" key on my keyboard.

I also mentioned that I am an HP Authorized Technician. My HP Technician

Code is CZSJ0233. I am an A+ Certified technician under COMP10406679. I have

10 years of experience in PC/laptop repair and am likely the equal of the

average HP technician in terms of competency.

They indicated that regardless of these facts, the repair procedure must be

observed even for HP technicians.

Thus I am at a stalemate without getting members of HP management involved.

The Product Model Number: RL177UA#ABA

The Product Number: C304NR

The Product Serial Number: CND64612SF

The Product Purchase Date: 12/30/2006

HYPERLINK

"http://67.153.191.194/complaint/view/270819/c/z79fb3##"(Less)

Category:

Customer Service Issues

Case opened date:

07/08/2007

Case closed date:

Desired Resolution:

I'm seeking one of three options in settlement:

1. Cross-ship of a new laptop keyboard with HP for this model...

HYPERLINK "http://67.153.191.194/complaint/view/270819/c/z79fb3##"(More) I'm

seeking one of three options in settlement:

1. Cross-ship of a new laptop keyboard with HP for this model laptop.

Cross-ship is defined as the following...keyboard is shipped from HP to

me...I install the new keyboard...I ship back the old keyboard... Problem

Solved.

2. Advance purchase and warranty exchange of a new laptop keybord with HP

for this model laptop. Advance purchase and warranty exchange is defined as

the following...I buy a new keyboard from HP...I install the new

keyboard...I send the defective keyboard back to HP...HP technicians

determine that the keyboard is defective and that used abuse was not at

fault...HP reimburses me for the cost of the keyboard... Problem Solved.

3. Advance exchange of a laptop with a replacement "loaned" laptop. Advance

exchange of a laptop with a replacement "loaned" laptop is defined as

follows...HP sends me a new laptop as a loaner...I transfer all my data and

applications to the loaner using a cloning utility...I send the "Owned"

laptop back with the defective keyboard...HP replaces the keyboard and sends

my "Owned" laptop back...I send the "Loaned" laptop back to HP... Problem

Solved.

HYPERLINK

"http://67.153.191.194/complaint/view/270819/c/z79fb3##"(Less)

HYPERLINK

"http://67.153.191.194/merge.php?title=Download%20Complaint%20Form.cf.rtf&bi

d=0&cid=270819"Download a copy of this complaint so you can print it for

your records

*** If you have information you would like to provide regarding this

complaint, click HYPERLINK

"http://67.153.191.194/complaint/moreinfo/270819/c/z79fb3"here. ***

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<span =

style=3D'font-size:10.0pt;

font-family:Arial'>Dear Mr. Hurd:<o:p></o:p>

<span =

style=3D'font-size:10.0pt;

font-family:Arial'><o:p> </o:p>

<span =

style=3D'font-size:10.0pt;

font-family:Arial'>I have always been an enthusiastic proponent of HP, =

as a

manufacturer and a service organization.  I have found that HP's =

service

has been nothing short of excellent.  I own a C304NR notebook

computer.  It developed a defective hard drive a month or two after =

purchased the laptop.  Working with your staff, the drive was =

replaced

successfully and a new image was created.  I was happy with the =

level of

service I received.<o:p></o:p>

<span =

style=3D'font-size:10.0pt;

font-family:Arial'><o:p> </o:p>

<span =

style=3D'font-size:10.0pt;

font-family:Arial'>My first recommendation is to revoke the policy of =

including

the keyboard as a end-user non-replaceable part.  If the user base =

can be

trusted to put memory and hard drives in the system, they should be =

trusted to replace

keyboards as well.<o:p></o:p>

<span =

style=3D'font-size:10.0pt;

font-family:Arial'><o:p> </o:p>

<span =

style=3D'font-size:10.0pt;

font-family:Arial'>About 7 months after I purchased the C304NR, my =

keyboard

seems to have developed a problem with the "A" key.  =

<o:p></o:p>

<span =

style=3D'font-size:10.0pt;

font-family:Arial'><o:p> </o:p>

<span =

style=3D'font-size:10.0pt;

font-family:Arial'>Working with your staff, we have determined the =

problem to

be hardware related.  I have been instructed to return the laptop =

for

warranty repair.  I have been told I could expect up to 4 or 5 days =

worth

of transit and repair time.<o:p></o:p>

<span =

style=3D'font-size:10.0pt;

font-family:Arial'><o:p> </o:p>

<span =

style=3D'font-size:10.0pt;

font-family:Arial'>This level of service is unacceptable for a business =

class

laptop.  Every time I press the "A" key, I have to hit it =

three

or more times (which is very frustrating to say the =

least).<o:p></o:p>

<span =

style=3D'font-size:10.0pt;

font-family:Arial'><o:p> </o:p>

<span =

style=3D'font-size:10.0pt;

font-family:Arial'>Secondly, I recommend that you put in place =

exceptions for

the normal procedures on a case-by-case basis and ensure that your =

management

is aware of when to exercise this discretion.  For instance, in my =

case I

have over 10 years of experience in PC hardware and software =

support.  I

have been an HP Authorized Technician under CZSJ0233 as well as Compaq

Certified, Toshiba Associate, and A+ Certified under COMP10406679.  =

believe I am just as competent as the composite technician in your =

<st1:place

w:st=3D"on"><st1:City w:st=3D"on">Durham</st1:City></st1:place> support =

center.<o:p></o:p>

<span =

style=3D'font-size:10.0pt;

font-family:Arial'><o:p> </o:p>

<span =

style=3D'font-size:10.0pt;

font-family:Arial'>Your staff was happy to let me replace the drive when =

failed and reimage the system.  It saved them time and saved HP =

money.<o:p></o:p>

<span =

style=3D'font-size:10.0pt;

font-family:Arial'><o:p> </o:p>

<span =

style=3D'font-size:10.0pt;

font-family:Arial'>I recognize that HP has a valid reason in holding to =

the

policy of requiring depot repair but I believe it would cost me less to =

simply

purchase a new keyboard myself rather than wait the 4 to 5 business days =

for

depot repair.<o:p></o:p>

<span =

style=3D'font-size:10.0pt;

font-family:Arial'><o:p> </o:p>

<span =

style=3D'font-size:10.0pt;

font-family:Arial'>As such, I believe a more suitable arrangement might =

be to

let me purchase the keyboard, install it, ship the old one back, have =

your

staff test it, and then reimburse me for the cost of the keyboard once =

your

staff have verified that in fact the "A" key alone is affected =

and

that there doesn't appear to be any evidence of customer =

abuse.<o:p></o:p>

<span =

style=3D'font-size:10.0pt;

font-family:Arial'><o:p> </o:p>

<span =

style=3D'font-size:10.0pt;

font-family:Arial'>I don't expect you personally to reply to this email, =

but

would hope to be contacted by a member of your staff to establish repair

options.<o:p></o:p>

<span =

style=3D'font-size:10.0pt;

font-family:Arial'><o:p> </o:p>

<span =

style=3D'font-size:10.0pt;

font-family:Arial'>Thanks kindly,<o:p></o:p>

<span =

style=3D'font-size:10.0pt;

font-family:Arial'>Jacob M Metro<o:p></o:p>

<span =

style=3D'font-size:10.0pt;

font-family:Arial'><o:p> </o:p>

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<span =

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font-family:Arial;font-weight:bold'>Case ID:<font =

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</td>

<span =

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font-family:Arial'><a

href=3D"http://www1.itrc.hp.com/service/mcmBsc/viewCallReq.do?callID=3D32=

19341588"><span

style=3D'font-weight:bold'>3219341588</a> <font =

color=3Dblack><span

style=3D'color:black'><o:p></o:p>

</td>

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<span

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</td>

<span =

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style=3D'color:black'><o:p></o:p>

</td>

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</td>

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<span =

style=3D'font-size:9.5pt;

font-family:Arial'>2007-07-08 20:23:53 EDT<span

style=3D'color:black'><o:p></o:p>

</td>

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<tr>

<span =

style=3D'font-size:9.5pt;

font-family:Arial'><img border=3D0 width=3D1 height=3D10 =

id=3D"_x0000_i1029"

src=3D"cid:Email User" alt=3Dspacer><font =

color=3Dblack><span

style=3D'color:black'><o:p></o:p>

</td>

<span

style=3D'font-size:10.0pt'><o:p> </o:p>

</td>

</tr>

<tr>

<span =

style=3D'font-size:9.5pt;

font-family:Arial'><img border=3D0 width=3D10 height=3D10 =

id=3D"_x0000_i1030"

src=3D"cid:Email User" alt=3Dspacer><font =

color=3Dblack><span

style=3D'color:black'><o:p></o:p>

</td>

<span =

style=3D'font-size:9.5pt;

font-family:Arial;font-weight:bold'>Problem description =

:<font

size=3D2 face=3DArial><span =

style=3D'font-size:9.5pt;font-family:Arial'> <font

color=3Dblack><span =

style=3D'color:black'><o:p></o:p>

</td>

</tr>

<tr>

<td width=3D20 style=3D'width:15.0pt;padding:0in 0in 0in =

0in'><HPWEB:SPACER width=3D"20" _x003f_height=3D"5" alt=3D"spacer"/>

<span

style=3D'font-size:9.5pt;font-family:Arial;color:black'><o:p> </o:p>=

</td>

<td colspan=3D3 style=3D'padding:0in 0in 0in 0in'><pre><font size=3D2 =

color=3Dblack

face=3D"Courier New">Support.HP.Com =

Case Number:  =

KMM18549374V16173L0KM<o:p></o:p></pre><pre><font