My open letter to HP:An User's Feedback

Friends, I have sent the following letter to Hewlett Packard including its CEO Mark Hurd and its India Contacts. The letter involves no name calling or swearing and is the true reflection of an user who has been using HP's products for the last seven years. Please take your time to go through it and advise me as to what steps should I take to redress my grievances.

 

Remove the emotional content and rewrite it in a functional style. You have many valid points, but it clouded in a lot of undue (and tedious) emotional statements. Get rid of those and just stick to the facts.

By all accounts, this letter could be half it's size and still communicate all that you want/need to say.

 

I have removed some emotional outbursts but I feel if I crop it more, I have to compromise on the service details and the consequences. What do you say?

 

where did u get the ceo's contacts?

 

I say far be it from me to butcher your poignant letter but you did ask...


Sir,
I decided to purchase an HP Pavilion dv9000 series notebook which was the highest end model in 2007. The Pavilion dv9312tx

Total cost of the laptop was Rs 65260.00 plus one old Toshiba Satellite A60 notebook.
I bought this notebook primarily for its multimedia capabilities although occasionally I would play a few games as well.

1st Service:
Gradually the laptop started overheating and the keyboard became loose. One of the keys even came out. I took the notebook to HP Service Center, That was exactly 6.5 months from the purchase date. The fan and keyboard was replaced. I received the laptop back on 19-01-2008.

2nd Service:
In September, 2008 the laptop went dead and I took the notebook to HP Authorised Service Centre, on 26-09-2008. I had to wait till 03-10-2008 to receive my laptop. However it was repaired with a new system board

Renewal of warranty:
Because it would be dicey to continue with this “premium” laptop without an extended warranty, I purchased a 2 year Care Pack on 31-12-2008. The Care Pack number is G05UINAC908A. That was again after I was e-mailed by HP India several times that now I have the option of renewing my warranty within 90 days of expiry of my 1 year original warranty.

3rd Service:
After three months my DVD Writer died. In addition to that the Quick Launch Buttons died without a reason.

Again I took it to the HP Service Centre, on 17-03-2009. The notebook was returned on 27-03-2009.

4th Service:
This incident is very recent. Green lines appeared on my display and all dark colours were replaced with an ugly light green shade. I wasn’t even able to type properly because visibility was minimal. I promptly took it to HP Authorised Service Centre, on 04-09-2009. I was told that it would be returned in 4-5 days and only the display cable needs to be changed or repositioned. The notebook was returned on 19-09-2009.

The service report says only the system board was changed for the “umpteenth” (be specific or omit) time. However I found that they have even changed the LCD display. They refused to acknowledge the change in LCD panel and they claimed that only board was changed.
On coming back home, I found that on turning the num lock key on, even normal alphabet keys started typing numbers.
Today I found that the BIOS serial number has not been properly calibrated. It is showing 0000000000 instead of the machine serial number. They were callous enough not to calibrate it. Now my Recovery Disks won’t run. My BIOS can’t be flashed and other notebook specific programs won’t run. They all give a message that “This program is not for this PC.”

Final words:
I was once a great admirer of HP products and have even recommended them to my near and dear ones for years. But what pains me a lot is the fact that my investment in this high end laptop (by 2007 standards) has gone waste. I eagerly wait for your reply so that I am convinced that HP indeed cares for its regular buyers.

sincerely

Pranjal Patowary

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You probably won't like my revision very much because I deleted most of what you wrote. Now there's virtually no emotional content, and the point of your letter is a lot easier to get at. Nevertheless, for the most part, the facts are still there. You might want to expand on those (if you feel it's necessary) but don't include any personal feelings expressions, thoughts or biases. Nobody will read that.

Incidentally, you might want to use billets. They are an excellent way to express your points and also make your letter quick and easy to read.


p.s. it's still too long. Good luck!

 

The letter is fine. Send it in. Better yet, call the HP case manager hotline.

 

Thanks alot Krane for formatting the letter. I would only add the Case numbers to reinforce my points.

@accesskb: http://www.hp.com/hpinfo/execteam/email/hurd/

sublime313: Can you please tell me the Case Manager Hotline?

 

I'm not sure if the faulty nVidia chips include the 7600...

 

Yes MGS, the 7600 is also one of those. If you go to their consumer support forums and HPlies.com, you will see that a majority of the people are in fact having problems with the Go 7600. My current system board is 3rd one in succession. Although I play minimal games, it has this habit of going out in 6-8 months.

 

I think you should keep the emotional tune in the letter. Otherwise, it just sounds like you are giving feedback without the desire for a response. With the emotional addition, you feel for the customer. Pran had a few issues and he should address it as he feels fit.

Either way, HP will receive and learn the same amount of information.