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This page contains a single entry from the blog posted on February 8, 2013 11:46 AM. The previous post in this blog was Golly, another fiscal cliff. The next post in this blog is Friday afternoon stinker: Metro pays ransom for baby elephant. Many more can be found on the main index page or by looking through the archives.

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Friday, February 8, 2013

HP: We'll do you a favor and take back our defective product

Our rant of yesterday about the abominable customer "service" side of Hewlett-Packard prompted an email response from one of its minions. First came this:

Thank you for writing to Hewlett-Packard. Your comments have been received by HP and have been forwarded to the appropriate people for review.

Regards,

CEO Customer Relations

Then an appropriate person wrote:

Hello Jack,

My team has received your email. First off, we are sorry for any inconvenience or frustration this issue may have caused. HP cartridges do have a warranty and normally we would have you call HP Support to troubleshoot. However, as a one-time customer satisfaction gesture, my team will be happy to replace the cartridge. To qualify for exchange, your print supplies must meet the following criteria:

Genuine HP
Unopened (making exception for opened cartridge)
In Warranty (see packaging)

All cartridges returned to HP are recycled in a responsible manner. Parts that do not qualify for exchange will not be returned to the customer but will be recycled instead.

To process an exchange, you may send your cartridges to the address below. Please complete the bottom portion of this letter and return it with your cartridges. Upon receipt, we will provide assistance in any way we can.

If you would like to speak to me, my office hours are 8:30AM to 4:30PM mountain time.

Sincerely,
Nicki Shifflet
ISB Escalation Team, Hewlett Packard
208-472-3710 Ext.2295051

Shifflet@hp.com

Name: Jack Bogdanski
Phone:
Shipping Address (no PO Box):
New Printer Model Number:
Printer Serial Number:
MAIL TO: Hewlett Packard Co, Attn: Nicki Shifflet, Mailstop 404, 11311 Chinden Blvd, Boise, ID 83714

Why is this person telling me:

Unopened (making exception for opened cartridge)
In Warranty (see packaging)

And why am I being asked for this:

New Printer Model Number:
Printer Serial Number:

It just screams, "You don't matter and we're not listening." No more HP equipment, ever.

Comments (15)

Maybe they figure you're just out stealing cartridges without owning the proper printer. HP *would* think that way. I've had good luck with HP Printers, but I wouldn't buy one of their printers for all the photo printing I do. For that, I will only use Canon or Epson photo printers. If you think ink is expensive, trying a photo printer with 12 separate color cartridges including three different shades of grey. These cartridges cost $16.95 a piece, while the printers are virtually given away. And, if you really want consistent color, you HAVE to use Canon OEM inks, which are all microchipped to the model of the printer you have.

mrf

Ain't it awful? You'd thnk, after you shell out as much as a hundred bucks for a printer that scans, sends and receives faxes, has an automatic page feeder and offers duplex printing, that they'd have margin enough to send a couple guys around to help out with the problem. But no concierge service, I guess.

just purchased an HP office jet pro 8600 yesterday which advertizes duplex printing.

BUT unlike the older all in ones setting this as automatic duplex or as a default, HP offers to load the necessary software over the internet into your computer rather than simply offering it on the install disk.
Each call to India was met with a probe which knocked me offline since I had a third party firewall. I was not told about this but they did this first thing without consent.

Do not allow HP access, and better yet don't allow them into your home.
This one is going back.
Mark

Looking back the 2008 blowup one of the best things to occur was that companies actually needed to start paying attention to customers again. I know many good businesses also went under, but many many more of them should have gone under long before that. As the economy returns we can look forward once again to being ignored, flooded with cheap products, and poor after purchase service.

Jack,

This was handled badly by the executive team.

Failing to even read the response before they sent it to you. Hard to determine if a cartridge is defective if it is to remain unopened.

I think they were trying to say they are making an exception to take it back, opened.

As for model, and serial number of printer, this is quite normal to track defects and issues.

Yes, they are making an exception for an opened cartridge "as a one-time customer satisfaction gesture" [Read: Don't get used to it] because, as little genuine acknowledgment as they extended, they may have discerned just a mite of disgruntlement.

"... we are sorry for any inconvenience or frustration this issue may have caused....

Oh, let's not overstate it, HP.

But no concierge service, I guess.

Well put.

A small detail in the response jumped out at me since it hit a sore spot... The letter to an unhappy customer was addressed in a too-familiar fashion for what I consider to be good business letter writing.

In this case, I think that a salutation of "Dear Mr. Bogdanski" would have been more appropriate than "Hello Jack"; which maybe could have been saved for a follow up letter about 3 weeks after the replacement cartridge was shipped out.

But of course, I also insist that my neighbor's children address me as Mr. instead of Mike (and they do, to their parents credit)

Cheers, It's Mike

I had troublw with a couple of 02 HP cartridges from a multi-pack. A color cartridge kept triggering a low ink window from the moment I installed it even though it was full of ink. The black cartridge gave me only about half the number of printed pages that I usually receive from one. As a regular customer with no receipt, I retuned the black cartridge to Office Depot. They gave me a partial cash refund that was fair. They also said other customers were experiencing difficulties with HP cartridges. HP, you have a problem!

But of course, I also insist that my neighbor's children address me as Mr. instead of Mike (and they do, to their parents credit)

If my neighbor insisted that my kids call him by Mr. [last name] rather than by his first name, I'd probably just advise them to stay the heck away from him. That's weird.

It's Mike, I'm with you. Kids are not your peers. It's entirely appropriate to expect them to extend this courtesy.

Of course if some parents or adults want to let kids call them by their first names and tell the kids that it's OK, that's their business. But even those kids should understand that this familiarity doesn't automatically extend to neighbors, teachers or strangers.

Jack, you could always call her directly and voice your concerns about HP customer support.

What I've learned: Posting things on a blog with pretty good Google juice is a lot more effective than a phone call.

What the heck is an ISN Escalation Team? Escalation of hostilities is the only thing I can come up with.

I have been trying to reach the ISB Team to get cartridges replaced for more than a month. Tried the number recently posted for Nicky Shiflet, however, it went to voice mail.

Customer Service is not a priority for HP....the need for the same went to India with the call centers.


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Road Work

Miles run year to date: 345
At this date last year: 211
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In 2004: 204
In 2003: 269


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