Home -> Law Blog Directory -> Litigation Blogs -> How Appealing

Litigation

: How Appealing

In praise of Hewlett-Packard's customer service

In praise of Hewlett-Packard's customer service: At the start of 2009, I upgraded my office's computer system to a machine that's running the 64-bit Windows Vista operating system. As a result, it was also necessary to upgrade my office printer-photocopier-scanner-fax all-in-one machine from the hp LaserJet 3330 to the hp LaserJet 1522nf.

The new printer was performing wonderfully until last Friday, when it began to stop printing documents before all pages had emerged. That issue persisted through yesterday, when the printer also exhibited the dreaded "Scanner Error 5" malfunction code.

Mid-morning yesterday, I called Hewlett-Packard's toll-free customer service number, where a helpful representative located in Costa Rica had me attempt a number of possible fixes (all to no avail) before offering to supply a replacement printer at no charge. According to the customer service representative, the replacement printer was scheduled to arrive in two to three business days. Fortunately, I had retainer my older printer, which is capable of printing from my current system.

This morning at 10 a.m. -- less than 24 hours after a replacement printer had been promised -- FedEx delivered the replacement printer, which had been sent overnight from California. That's the fastest under warranty replacement of technology that I've ever had the pleasure to experience.

Full post as published by How Appealing on March 31, 2009 (boomark / email).