Poor, poor customer service

[IronGuy]

So my Jornada 568 decided to quit last week. It was Tuesday the 25th of June. I called HP that night and they agreed to send an overnight replacement. OK, sounds good. Didn't receive it until Friday. OK, it was late Tues when I called, that works.

The unit won't sync. It freezes in the cradle. At home, at work, doesn't matter. Try and try all weekend to get it to work. No joy. Call HP on Monday afternoon, explain the problem, and a replacement arrives this afternoon, Wednesday, July 3.

I eagerly open the package to find a 548. Yes, a 548. I have a 568.

I call HP immediately to resolve this issue/problem. Whoever the last tech was managed to cross my record with someon else's (I hope you enjoy your upgrade to a 568). So HP's going to send me a replacement. Then he says, "I can't ship you another until you return one of the units you have."

"WHAT!??!!" I screamed, "This is HPs bungling that has caused this!"

He agreed and tried to get it overruled but to no avail. So, today is July 3. FedEx has no more pickups today. That means it goes out Friday via 2 day return. That's Tuesday. 2 days return to get the replacement and that's Thursday, July 11.

Add it up. That's 16 days without my Jornada. I think they could have done better. Bungled service, poor workmanship, all the OLD reasons for getting an HP gone by the wayside.


HP has lost a customer.

[imported_Covert]

Wow, that's tough. These companies really should focus a bit more on customer service...

[JNGold]

Ironguy,

I feel your pain. I called HP 3 days ago to exchange my 568 for another. My current unit just got its first "moonrock" dust particle after 4 months.

Well, to make a long story short, I received the replacement unit yesterday (I have the $99 service pack). Not only did the replacement unit have dust also, but it was missing the HP safe store! What kind of crap is that? I sent back the replacement unit today and should be getting the 2nd replacement on Friday. After going through this garbage with Casio (E-200) my tolerance for this stuff is wearing thin.

The shame is, I really enjoy my Jornada and has really served my needs perfectly. Hopefully, HP will get their act together and send me a good unit. I want my Jornada to last until the X-scale PPC market matures a bit.

Good luck!

[Alex Round]

Sounds like HP is taking lessons from Compaq. Do they even know what customer service is. I guess you have to be a corporate customer for them to care.

I currently have 2 iPaq's and will never buy another one because of the poor service I have received from Compaq. I rarely receive a responce from any email that I sent them.

[dasfrog]

Wow, that's tough. These companies really should focus a bit more on customer service...

I couldn't have said it better myself...
-dasfrog

[Equilibrium]

Originally posted by Covert
Wow, that's tough. These companies really should focus a bit more on customer service...

I also agree. They spend so much time and effort and money on their products.

Eventually, no one will want them if they don't service their products. It shouldn't be this way, but customer service always takes a back seat in big companies.

[Gatewood]

I'm really sorry you're having so much trouble, Iron Guy. I had really good customer service from HP. Replaced my Jornada 3 times (of course, it would have only been once if the replacements had been OK), but the replacements were prompt and the tech reps were really nice and helpful.
Now, mine is perfect: no dust, the mmc card is recognized (unless it gets hot) and I have no issues at all with it. I just hope your replacement is a good one, too. Hang in there; when these things are good, they are wonderful.