fedex 1, HP zero

Well I just had to blog this . . .

Last week I called HP about my laptop again, just to update you:

1st send-in for service: replaced a fan but did not solve audio noise problem

2nd send, solved audio noise (was a software issue) but packing material fell apart on send back and dvd drive was damaged and top cover was banged up.

3rd send, they replaced the broken dvd drive and replaced the whole top of unit but didn't put it on right, now it won't close.

so i called them up to fix this latest problem.

here is the verbatim (except for cso #) chat transcript regarding sending it in to them:


Priscilla
Do you have the box that you received the notebook last time when you received the box.


justin
yes


Priscilla
Since you are sending the box for re-repair, send the notebook in the same box. Paste this CSO number on the box FGJxxx-01 and this service center address on the box:


Priscilla
HEWLETT-PACKARD REPAIR CENTER 45225 NORTHPORT CT FREMONT ,CA 94538 800-474-6836


justin
ok. i assume i ship fedex and it's prepaid?


Priscilla
Paste this service center address and CSO number on the box and send to the fedex.


Priscilla
Yes.


Priscilla
They will not charge you.


justin
othanks ok i can do that. will ship it monday. happy thanksgiving! that's it- jl


Priscilla
Thank you.

*************
okay, this converstaion occurred the monday before thanksgiving. The next day I found a fedex slip on my door which made no sense, something about an expresstag shipment. I figured maybe fedex had come to get the laptop (not expected) but I hadn't gotten it erased/ backed up/ passwords removed/ packed up and taped up yet, as that is a big deal, also i wanted to use it over thanksgiving.

well long story short, last night I finally followed the shipping instructions from the chat, put the cso number on the box, went to fedex late night service center (7 miles away, closes at 8:30) and went up to the counter lady and she said, "sorry, can't ship it using that number."

now bear in mind i had just had a very long day, I was very much looking forward to just dropping this off and going home and watching monday night football.

I used fedex's lobby phone (how great is that, to have a phone to use!) to call HP help. I was on hold for 10 minutes, listening to fedex ads, standing in the fedex place with my coat on and nowhere to sit. I finally got someone in marrakesh on the line. I had to give him my serial number, height, weight, etc etc, and finally told him i had a problem shipping. (why don't they have me in their database? why don't they just use the serial number to identify me, as that is always pasted on the unit, instead of some other fancy number?)

the fedex lady was watching me go thru this. she told me to solve the problem by getting HP's fedex number. great idea. but this guy from HP did not, as far as i could tell, know what fedex was. just kept saying "hang on a moment please" and then saying stuff that made no sense. Thoughout our conversation I kept telling him "fedex closes in 15 minutes . . . fedex closes in 6 minutes . . . " I figured i was better off hanging on the phone than going home and coming back and losing a day in the repair schedule.

finally the fedex lady took pity on me. She came over, looked at the box, said "hang up on india," and said, "this is not technically legal but i'll ship it using this number." (the number was from the time HP shipped the unit back to me.)

i had found a kindred spririt. also someone who valued perfromance over process.

Not real sure what HP had in mind in their shipping instructions but they sure ruined much of my night. Now I can only hope that they will fix this current problem without causing another one.