So I recently placed an order for a computer through HP. I know, I could just build one and get something better. But with the coupons that float around and the specs you can get, including warranties and stuff, it’s just easier (and many times, much cheaper) to order one and have it ready to go.
ANYWAY. I ordered a pretty decent desktop and monitor from HP. After about 4 days, the monitor arrived. The desktop was still listed as “in production” with an estimated ship date of 2/2.
2/3 rolls around and I still haven’t received a tracking number, so I call customer service. The lady says if it hasn’t already it will be shipping within 24 hours. Cool.
about 10 minutes later, I get this email…
Dear Valued HP Customer,
We’d like to inform you that due to the recent announcement by Intel regarding the Cougar Point chipset design issue, your PC order had to unfortunately be cancelled. To learn more information, please refer to the following website. http://www.intel.com/support/chipsets/sb/CS-032263.htm We regret this situation has occurred and sincerely apologize for any inconvenience.
Your credit will be processed immediately and electronically transmitted to your bank and will reflect in 3-5 business days. If you ordered any additional products (printers, cameras, monitors, etc.) they have not been affected and most likely have already been shipped to you.
We have a number of outstanding options for you to consider that would surely meet your needs. Please contact one of our PC experts for assistance in replacing your order at 1-888-999-4747. If you prefer, you can chat with us at www.shopping.hp.com/shop/liveassistance.
Our apologies that this issue occurred as we value your business. We hope to hear from you soon.
Regards,
Ryan Presley
Custom PC Escalation Manager
HP Home & Home Office Store
www.hpdirect.com
Damn.
So I bring up a customer service chat session and ask about my options. Basically I’m told that there wont be any replacements made so I would just have to place a new order. Then she gave me the number for support and said I should ask to speak with a manager and ask for a discount.
So I call the number and start talking with a robot lady ( i swear all HP representatives use voice masking or something, they all sound like robots…maybe to hide accents?). She tells me pretty much the same thing that chat lady told me, i should pick something out. So we started going through the specs on my canceled order and she found a suitable replacement and directed me on the website to find it. So, taking note from the chat lady about getting a discount, i started to work that card.
It went wonderfully. I ended up getting a computer with a much better processor, video card, hard drive setup, and instead of a standard dvd burner, i got a lightscribe bluray burner… The kicker? She discounted it to the price of my canceled order. This cut the cost from about 1700 down to 1030… and she added free 2 day shipping and a 2 year full warranty.
I once bought a dell laptop, and they were complete shit when it came to service. HP has completely blown me away. :tup: to a company that steps up and takes care of it’s customers