HP’s Customer Service Scores Big

I’ve owned a HP Laptop for a few years now. Outside of a few minor glitches, the laptop has worked like a charm; it’s been a true joy to create, solve problems, communicate, and analyze with my laptop’s assistance.

The other day, however, I thought this utopia was about to come crashing down. The left-hinge on my laptop had become seriously dislodged to the point where closing the laptop was not an option.

Losing my laptop for weeks at a time to be fixed was not something that I looked forward to for one second – not to mention the dollars that would come out of my wallet. This was going to be beyond a minor inconvenience. I browsed the HP site looking for a customer support phone number when I stumbled upon details on the very issue that plagued me – broken left hinge.

It turns out that a broken left hinge has been a MASSIVE problem for owners of my particular model of HP laptop. This was such a big issue that HP was offering free fixes for anyone affected. Are you serious?

I called the tech support number that was provided and spoke with a very nice, apologetic gentleman about this issue. Yes, it was true; this fix was to be resolved at no charge to the consumer. (Note: Never tear down someone from tech support; they’ve been beaten down relentlessly; give them a break and show some respect.)

Within 48 hours, I had received my shipment box from HP. I quickly packed my computer up and sent it back to HP. As I heard the FedEx truck speed away from my house, my expectations were that I would not see my computer again for at least 2 weeks.

Surprise! My computer arrived back at home in 3 days; and my issue was fixed.

Talk about exceeding my expectations. I’ll raise a big cheer for HP for turning a potentially huge catastrophe into something that I’ll tell my friends about for quite a long time.

Have you had a remarkable or ‘not so remarkable’ customer service experience? Share it with us.

Until next time,

Dan Naden
Naden’s Corner