Here is the survey:
HP values its customers and apologizes that you felt that you needed to raise a complaint. We take your complaint very seriously. In this survey, we would like to collect some additional information on your experience with the HP Support Escalation Department. We may collect your IP address to help ensure survey integrity
In which country or region do you currently reside? - United States
Using a scale from 0 to 10 where "10" means "Outstanding", "5" means "Acceptable", and "0" means "Unacceptable", please rate your experience with HP's support escalation department?
1:Overall experience with the HP case manager - 0
2: Case manager's ability to understand your issue - 2
3: Communication skills of the case manager - 5
4: Case manager's ability to follow through on commitments - 0
5: Courtesy of the case manager - 5
6: Case manager's ability to take ownership of your issue - 0
7: Case manager's knowledge level - N/A ( I honestly have no idea of her knowledge level, she could be a genius in math but not much on the issue, reading straight from a script.)
8: Amount of time it took to resolve your issue – 0
9: The solution met your needs and expectations - 0
10: Ease of escalating your issue to HP - 0
11: From your perspective, did HP resolve your escalation issue? - No
12: Please tell us why you originally escalated your issue to HP.
Issue with HP’s warranty terms and conditions
After several contacts, my issue was still not resolved
A commitment was made that was not kept
Issue with HP technical support agent
It was taking too long to resolve my issue or problem
The HP product did not meet my expectations
Other
I selected: HP product did not meet my expectations.
13: You selected HP product did not meet your expectation, in what way?
Let`s see, motherboard failure in 12 months - 12 days; error codes your Techs know nothing about; practice of demanding out of warranty parts returned before customer can order a new one; Tech stating HP does research on returned hard drives not manufactured by HP; outrageous prices for hard drives and motherboards; Techs you cannot understand; need I say more?
14: If you could change one thing to improve the escalation process, what would that be?
You have error codes that are irrelevant; your Techs have no clue as to their meaning. Your Tech gave the following:
The most possible cause of this issue may be the following: (code 100a)
1) Corrupted recovery disc issue
2) Hard drive failure issue
3) Hardware conflict issue
It turned out to be the controller on the motherboard which now I have to replace the motherboard. The hard drive is fine. The main issue was never resolved, why is HP demanding customers return out of warranty hard drives and why is HP doing "research" on hard drives they did not manufacture?
15: HP uses this survey information to improve their service and support procedures. May we have your permission to associate your name and contact information with your survey responses?
I started to say “Yes” but considering they are “researching” returned drives, I decided to say “No”.
16: We have one or two final questions for you.
The next question is completely voluntary and the data from this question will not be used for any marketing or sales purposes. Your response will only be used to make future Customer Support experiences more satisfying; it will not be associated with your name or contact information.
17: Is your product used for personal/family use, or for business use? If you use the product for both, please pick where it is used most often.
I selected Home Use.
Thank you for taking the time to participate in this survey. Your responses are valuable to HP and will help improve service and support.
That was it, no place to comment on the issue you had; only in Question 13 & 14 did you have a chance to leave a comment. If in Q 13 you selected anything other than “expectations”, the survey went straight to Q 14. Pretty lame survey if you ask me but about what I expected.
As for the PC, I dropped the hard drive in my system and was able to access the data. I took it to a local shop and had a friend test it with his equipment. The hard drive is fine; the issue is the controller on the motherboard. I am just going to can it, salvage some of the parts and build Deb a new one.
