Giving Props to HP

It’s a well-known fact that customer service isn’t often what it should be (and anyone who has dealt with Dell knows exactly what I’m talking about!). Therefore, when someone has a good experience, he/she is usually surprised. So, I recently had a positive experience with HP (so far) that I’d like to share:

It all started last Tuesday evening while my husband was home. He was sitting on the couch and had his laptop next to him. He moved so he could stand up and the computer fell backwards smashing to the floor. The impact broke the screen and the insides were “bleeding.” Not good.

A call to HP customer service revealed that we did not have the accidental insurance so it will cost about $425 and change (can’t remember the exact amount). Hubby gave his debit card information and arranged to have the computer Fedex‘d to the HP center to be repaired.

On Thursday, when I logged in to my bank’s website, I discovered that HP had debited the account twice. Over $800 was taken from our account and I wasn’t a happy camper. After calling my husband, we did a three-way call with the HP customer service.

I was geared up to be on hold forever, go back and forth between departments and to be given a hard time regarding the issue. It was a pleasant surprise to speak with someone who not only was American, but also someone who was helpful and genuinely concerned with helping us resolve the issue.

Unfortunately, he wasn’t able to help us but told us he was going to transfer us to a case manager. He stayed on the line with us during the transfer and then explained the issue to the case manager. After giving me all the possible reasons why the amount could have been debited twice she asked me to call the bank to confirm that that money was , in fact, debited twice and to call her back. After giving me the phone number and group extension we hung up.

This is where I became nervous. I called the bank and confirmed that the money was debited twice and called HP back. I wasn’t able to get the rep back on the phone because she was on another line, so I left a message with the person who answered the phone (who wasn’t able to help me because she wasn’t my case manager). I really expected to have to call back again, get the run around and go in circles getting back in touch with the case manger.

To my delight, the rep not only called back within half an hour, she told me that since the error was on their end they were going to reverse All the charges and fix the computer for free! She also said, that if the money wasn’t put back into the account by Monday (Today) to call her back.

Most surprising of all, the money was put back into the account by Friday afternoon! What a major different exerience compared to what I went through when I was having trouble with me Dell laptop! It does a heart good to know that good customer service isn’t dead.

(Now lets hope that it’s just my hubby’s laptop screen that needs to be fixed!)