HERE IS A LETTER FROM A CONSUMER WHO HAS HAD HORRORS TRYING TO GET WHAT HE THOUGHT WAS A LEGAL WARRANTY PUT INTO ACTION...
Mr. Mark HurdChairman of the Board,
CEO & President of Hewlett-Packard
On 25th April I bought a CP1515n colour laser printer from On Line Consultancies here in Barbados SN ********** FOR $*** Bds. After a short time it began to malfunction, I returned it to the retailers on 25th June, they have a 30 day guarantee, then its down to you. A case # was eventually procured & I was told to call 1 800 711 2884 so I could arrange to have the replacement printer sent by UPS within two days. Since then I have spent approximately 13 hours on the phone to HP trying to be put through to the right department, but as yet no luck, I have been put through to people in Canada, US, & Mexico, none of which can help me as they can’t ship to the Caribbean. Your staff at the Caribbean/Latin America # either have the wrong information/not trained/or what? you tell me, I’m at a total loss as to what to do next.
A case manager I was mistakenly put through to in the US, Myrna Sweet has emailed your Head Office, she hasn’t had a reply either, she also called the Caribbean ‘Solution Centre’ & was put through to the wrong people, this happened again this week with someone else from HP who tried to help, if HP staff can’t be put through to the right HP department what hope do I have?
Your agents here in Barbados DC Office People have also been emailing you on my behalf, no reply to their e mails. Meanwhile my tiny home based business is in trouble because of your total lack of care & efficiency. I now HAVE to replace this printer this week, which means I will have to purchase another one, NOT HP, that’s for sure.
If a human being could reply to this email & not an automated response telling me I have to contact HP on 1 800 711 2884 I would be grateful. Then we can discuss my refund rather than replacement of this product. Please also note that people in ‘3rd world’ & ‘developing’ countries are not stupid & are tired of International Companies such as yours sending us second rate products, everyone deserves the same service & commitment wherever they reside.
I will forward a copy of this email to relevant people here, to the media, numerous anti HP Facebook pages, Barbados Free Press & email contacts.
Looking forward to your reply
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