Truth about HP Service - Don't send your 720 in for service

[Terry Clayton]

I own a HP Jornada 720 and purchased an Express Exchange Support Pack.
(purchased the 720 on 11/30/2000)

Unfortunately my 720 malfunctioned (modem failed). I called HP and they told
me that they don't offer Express Exchange on the 720 (too new). They were very
happy to sell me the support pack (it is even offered on the HP Store on the web).

I sent my 720 to them via FedEx. They promised me 4 day door-to-door service
when I called and arranged for the service. They have had my unit for a week now.
I've spoke to 5 different people in their support department (Darren, Joe, Adam, Edward
and Bill, a supervisor). I've been told something different on each call I've made.

Now they say it is on hold for parts (backordered) and can give no prospective date for
its repair and return. The supervisors in the support dept. won't return calls to messages
left on their voice mail.

DON'T SEND YOUR HP720 IN FOR SERVICE. If you're like me, you've incorporated
your handheld into your daily life and being without it for an extended period is
unacceptable. That's why I purchased the Express Exchange support pack (or so I
thought).

I don't have any idea when I'll receive my 720 back from HP.

Don't get trapped the way I did.

Terry Clayton

[downeym]

I recently returned my 545 using the express exchange program and was delighted with the service I recieved. They were running short on replacement units, so i opted to wait for a unit to become available before I sent mine back. 2 days later, I recieved a phone call and they shipped me a new unit overnight. I shipped mine back and that sealed the deal. The people I dealt with on the phone were smart and friendly. All in all it was a very plesant experience. I am sorry you had a hard time with your exchange, but that is definately not indicitave of the entire service staff at HP.