My own story with the compaq

From: "Baltrus Bruzas" <baltrus.bruzas@insight.lt>
To: <CyberPagan@OutoftheDark.com>
Subject: My own story with the compaq
Date: Sat, 1 Jan 2000 23:01:42 -0000


Below I m forwarding you the e-mail messages I ve been corresponding with Compaq. Below you can see the clear issue I ve been having with Compaq customer support.

 

Dear Sir/Madam,

I have been glad using your products ever since I bought Compaq Presario 700, S/N V26KVC1B6S1. Your products have a good price-quality ratio.

 

However, the main-board of my computer went dead. I contacted Compaq
service support representative Alna in Lithuania on 8th of August. I was denied because; as they
said allegedly the warranty had expired. Also, I was quoted different dates as to when the warranty expired. Today I was informed it happened in August 10th.  However, according to your website (I checked
www.hp.com today) the warranty is still active until 12th of August - I can send you
attached file if you wish.
Please inform where can get my computer fixed as I consider that the
information on the web you provide to your consumers is trustworthy. It would be a major breach of integrity to provide different information to your consumers and dealers. Looking forward for an answer soon.

Best Regards.

 

Their Reply:

 

Dear Baltrus,

I see that the system board in Presario 730US is dead and you need to get the Notebook repaired but was informed by the Compaq service representatives that the warranty of the Notebook has expired on 8th August. As you have stated, I would like to inform you that the warranty of the Notebook expires on 8/12/03. As the warranty of the Notebook would expire in two days, I recommend you contact our International Support representatives at 281-518-2000.  Our technicians will provide you the information where the Notebook is to be sent in for repair.

Thank you for taking the time to contact us.  Please reply if I can be of further assistance.

Regards,

Lena
HP Consumer support

 

My Reply:

 

Dear Sir/Madam,

Thank you for you response.

I have tried calling the customer support number (281-518-2000), but received no response regarding the repair process (the line kept being busy). However, I have contacted the local Compaq-HP representative.

 

Despite the fact that I mentioned your confirmation that the warranty is still active, they keep
ignoring my request.

Compaq-HP is a credible global company and when buying Presario 730 US, I did not expect to have such problems regarding the warranty. Please understand my frustration about the service I m receiving here in Lithuania.

I would be glad if you forward your 8/12/03 warranty confirmation to the local Compaq-HP representative so that they would finally call for action.

Thank you for cooperation.


Baltrus Bruzas

 

Their Reply:

 

Baltrus,

I understand how frustrating it can be if you are not provided correct information.


However, please understand that this is e-mail department and we are not authorized to deal with cases under warranty. Our technical support department is the only department that is authorized to deal with replacements and service of computers under warranty.

Please contact our technicians at 1-800-OK-COMPAQ (1-800-652-6672).

I hope you understand that I am a part of email support division and cannot authorize verification of warranty.

I regret the inconvenience caused.

Regards,
Darren R
HP Consumer support

 

 

My Reply:

 

 Dear Madam/Sir,

I understand that every employee has his/her own responsibilities. If you  are unauthorized to deal with warranty issues directly, could you please  give me other contacts (e.g. e-mail address, not the phone number 1 800 652 6672) because it is impossible to reach a technician using this phone number.

 I could not even think of a possibility that the HP department in Lithuania is so passive and not customer oriented.
 

If I had known that I could not receive any crevice regarding repair (especially when the warranty is active!), I would have considered buying the Presario laptop as unreasonable.

 I do expect Compaq to take further steps in solving this irrational misunderstanding.

 Regards,

 Baltrus Bruzas

The last e-mail I sent to Compaq due to their unwillingness to cooperate at all.

 

Dear Madam, Sir,

so far I have been receiving instant feedbacks from you, which shows that your company is customer oriented and tries to overcome every inconvenience your customers might have. However, yesterday I sent you an email listed below, and haven't received any feedback whatsoever.

Please understand my situation. I m using this laptop for my business presentations. Therefore, the success and quality of the business depends on this Presario.

I d deeply appreciate if you responded to the e-mail below.

Sincerely,

Baltrus Bruzas

So far, no response whatsoever.