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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.


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.

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

Name: Jack Bogdanski
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.


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.

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.


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.


As a lawyer/blogger, I get
to be a member of:

In Vino Veritas

Lange, Pinot Gris 2015
Kiona, Lemberger 2014
Willamette Valley, Pinot Gris 2015
Aix, Rosé de Provence 2016
Marchigüe, Cabernet 2013
Inazío Irruzola, Getariako Txakolina Rosé 2015
Maso Canali, Pinot Grigio 2015
Campo Viejo, Rioja Reserva 2011
Kirkland, Côtes de Provence Rosé 2016
Cantele, Salice Salentino Reserva 2013
Whispering Angel, Côtes de Provence Rosé 2013
Avissi, Prosecco
Cleto Charli, Lambrusco di Sorbara Secco, Vecchia Modena
Pique Poul, Rosé 2016
Edmunds St. John, Bone-Jolly Rosé 2016
Stoller, Pinot Noir Rosé 2016
Chehalem, Inox Chardonnay 2015
The Four Graces, Pinot Gris 2015
Gascón, Colosal Red 2013
Cardwell Hill, Pinot Gris 2015
L'Ecole No. 41, Merlot 2013
Della Terra, Anonymus
Willamette Valley, Dijon Clone Chardonnay 2013
Wraith, Cabernet, Eidolon Estate 2012
Januik, Red 2015
Tomassi, Valpolicella, Rafaél, 2014
Sharecropper's Pinot Noir 2013
Helix, Pomatia Red Blend 2013
La Espera, Cabernet 2011
Campo Viejo, Rioja Reserva 2011
Villa Antinori, Toscana 2013
Locations, Spanish Red Wine
Locations, Argentinian Red Wine
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Shatter, Grenache, Maury 2012
Argyle, Vintage Brut 2011
Abacela, Vintner's Blend #16 Abacela, Fiesta Tempranillo 2014
Benton Hill, Pinot Gris 2015
Primarius, Pinot Gris 2015
Januik, Merlot 2013
Napa Cellars, Cabernet 2013
J. Bookwalter, Protagonist 2012
LAN, Rioja Edicion Limitada 2011
Beaulieu, Cabernet, Rutherford 2009
Denada Cellars, Cabernet, Maipo Valley 2014
Marchigüe, Cabernet, Colchagua Valley 2013
Oberon, Cabernet 2014
Hedges, Red Mountain 2012
Balboa, Rose of Grenache 2015
Ontañón, Rioja Reserva 2015
Three Horse Ranch, Pinot Gris 2014
Archery Summit, Vireton Pinot Gris 2014
Nelms Road, Merlot 2013
Chateau Ste. Michelle, Pinot Gris 2014
Conn Creek, Cabernet, Napa 2012
Conn Creek, Cabernet, Napa 2013
Villa Maria, Sauvignon Blanc 2015
G3, Cabernet 2013
Chateau Smith, Cabernet, Washington State 2014
Abacela, Vintner's Blend #16
Willamette Valley, Rose of Pinot Noir, Whole Clusters 2015
Albero, Bobal Rose 2015
Ca' del Baio Barbaresco Valgrande 2012
Goodfellow, Reserve Pinot Gris, Clover 2014
Lugana, San Benedetto 2014
Wente, Cabernet, Charles Wetmore 2011
La Espera, Cabernet 2011
King Estate, Pinot Gris 2015
Adelsheim, Pinot Gris 2015
Trader Joe's, Pinot Gris, Willamette Valley 2015
La Vite Lucente, Toscana Red 2013
St. Francis, Cabernet, Sonoma 2013
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Abbot's Table, Columbia Valley 2014
Intrinsic, Cabernet 2014
Oyster Bay, Pinot Noir 2010
Occhipinti, SP68 Bianco 2014
Layer Cake, Shiraz 2013
Desert Wind, Ruah 2011
WillaKenzie, Pinot Gris 2014
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Des Amis, Rose 2014
Dunham, Trautina 2012
RoxyAnn, Claret 2012
Del Ri, Claret 2012
Stoppa, Emilia, Red 2004
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Benziger, Cabernet, Sonoma 2012
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Conundrum, White 2013
St. Francis, Sonoma Cabernet 2012

The Occasional Book

Marc Maron - Waiting for the Punch
Phil Stanford - Rose City Vice
Kenneth R. Feinberg - What is Life Worth?
Kent Haruf - Our Souls at Night
Peter Carey - True History of the Kelly Gang
Suzanne Collins - The Hunger Games
Amy Stewart - Girl Waits With Gun
Philip Roth - The Plot Against America
Norm Macdonald - Based on a True Story
Christopher Buckley - Boomsday
Ryan Holiday - The Obstacle is the Way
Ruth Sepetys - Between Shades of Gray
Richard Adams - Watership Down
Claire Vaye Watkins - Gold Fame Citrus
Markus Zusak - I am the Messenger
Anthony Doerr - All the Light We Cannot See
James Joyce - Dubliners
Cheryl Strayed - Torch
William Golding - Lord of the Flies
Saul Bellow - Mister Sammler's Planet
Phil Stanford - White House Call Girl
John Kaplan & Jon R. Waltz - The Trial of Jack Ruby
Kent Haruf - Eventide
David Halberstam - Summer of '49
Norman Mailer - The Naked and the Dead
Maria Dermoȗt - The Ten Thousand Things
William Faulkner - As I Lay Dying
Markus Zusak - The Book Thief
Christopher Buckley - Thank You for Smoking
William Shakespeare - Othello
Joseph Conrad - Heart of Darkness
Bill Bryson - A Short History of Nearly Everything
Cheryl Strayed - Tiny Beautiful Things
Sara Varon - Bake Sale
Stephen King - 11/22/63
Paul Goldstein - Errors and Omissions
Mark Twain - A Connecticut Yankee in King Arthur's Court
Steve Martin - Born Standing Up: A Comic's Life
Beverly Cleary - A Girl from Yamhill, a Memoir
Kent Haruf - Plainsong
Hope Larson - A Wrinkle in Time, the Graphic Novel
Rudyard Kipling - Kim
Peter Ames Carlin - Bruce
Fran Cannon Slayton - When the Whistle Blows
Neil Young - Waging Heavy Peace
Mark Bego - Aretha Franklin, the Queen of Soul (2012 ed.)
Jenny Lawson - Let's Pretend This Never Happened
J.D. Salinger - Franny and Zooey
Charles Dickens - A Christmas Carol
Timothy Egan - The Big Burn
Deborah Eisenberg - Transactions in a Foreign Currency
Kurt Vonnegut Jr. - Slaughterhouse Five
Kathryn Lance - Pandora's Genes
Cheryl Strayed - Wild
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Jack London - The House of Pride, and Other Tales of Hawaii
Jack Walker - The Extraordinary Rendition of Vincent Dellamaria
Colum McCann - Let the Great World Spin
Niccolò Machiavelli - The Prince
Harper Lee - To Kill a Mockingbird
Emma McLaughlin & Nicola Kraus - The Nanny Diaries
Brian Selznick - The Invention of Hugo Cabret
Sharon Creech - Walk Two Moons
Keith Richards - Life
F. Sionil Jose - Dusk
Natalie Babbitt - Tuck Everlasting
Justin Halpern - S#*t My Dad Says
Mark Herrmann - The Curmudgeon's Guide to Practicing Law
Barry Glassner - The Gospel of Food
Phil Stanford - The Peyton-Allan Files
Jesse Katz - The Opposite Field
Evelyn Waugh - Brideshead Revisited
J.K. Rowling - Harry Potter and the Sorcerer's Stone
David Sedaris - Holidays on Ice
Donald Miller - A Million Miles in a Thousand Years
Mitch Albom - Have a Little Faith
C.S. Lewis - The Magician's Nephew
F. Scott Fitzgerald - The Great Gatsby
William Shakespeare - A Midsummer Night's Dream
Ivan Doig - Bucking the Sun
Penda Diakité - I Lost My Tooth in Africa
Grace Lin - The Year of the Rat
Oscar Hijuelos - Mr. Ives' Christmas
Madeline L'Engle - A Wrinkle in Time
Steven Hart - The Last Three Miles
David Sedaris - Me Talk Pretty One Day
Karen Armstrong - The Spiral Staircase
Charles Larson - The Portland Murders
Adrian Wojnarowski - The Miracle of St. Anthony
William H. Colby - Long Goodbye
Steven D. Stark - Meet the Beatles
Phil Stanford - Portland Confidential
Rick Moody - Garden State
Jonathan Schwartz - All in Good Time
David Sedaris - Dress Your Family in Corduroy and Denim
Anthony Holden - Big Deal
Robert J. Spitzer - The Spirit of Leadership
James McManus - Positively Fifth Street
Jeff Noon - Vurt

Road Work

Miles run year to date: 5
At this date last year: 3
Total run in 2017: 113
In 2016: 155
In 2015: 271
In 2014: 401
In 2013: 257
In 2012: 129
In 2011: 113
In 2010: 125
In 2009: 67
In 2008: 28
In 2007: 113
In 2006: 100
In 2005: 149
In 2004: 204
In 2003: 269

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