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Thread ID: 116529	2011-03-08 02:57:00	HP	pctek (84)	PC World Chat

Post ID	Timestamp	Content	User
1184422	2011-03-08 02:57:00	I am due to go to Disputes Tribunal with HP next week. My saga with them began on 3rd December over a printer. Correspondence went back and forth by email for 6 weeks. After being phoned every 2 - 3 days by the Aussie call centre for all of December to "confirm my address" (after they had all the info and decided they were sending me most of a replacement) I lost patience and rang a manager here in Auckland. This took 3 attempts and eventually I was phoned by yet another. Around the 6th of January I was also phoned by a survey company in Aussie for my "Customer Satisfaction" survey and was asked to rank them 1 - 10 on how satisfied I was with the resolution of the problem. It was not resolved at that stage and on 12th January I had another discussion with the Wgtn manager who after some discussion and my decision to not bother and instead get a refund, that it was at their discretion what they did and I was not entitled to a refund. So I told him I'd see them at Disputes. Meanwhile the Aussie call centre for HP continued to phone me to "confirm my address", oh hang on, no, the courier needed to "confirm my address", etc etc. They cranked the calls up to 3 times each day at this stage. After the case was scheduled for next week at Disputes - and just 2 weeks ago I was phoned again and offered the refund. But not the Disputes fee back, nor an apology and I was to provide the original invoice as well. (I do still have it) The conversation disintegrated again into an argument from the manager after I asked why now and not before and as a result I left it. Looking forward to next week....I got another call just today from HP in Wgtn, offering the refund and the Disputes fee. Ok I say. He then says, you withdraw the case, then email him saying I had done so and then they will organise the money.Would you be so trusting and go ahead and do that?	pctek (84)
1184423	2011-03-08 03:02:00	Tempting ... I'd be very tempted to just proceed with it just for the sake of making a point.	Chilling_Silence (9)
1184424	2011-03-08 03:04:00	Nope. I would insist on money first, after all you have nothing to gain carrying on with the case once you have the money.	DeSade (984)
1184425	2011-03-08 03:11:00	Nope. I would insist on money first Yeah of course, if you *are* going to cancel it, only do-so after you've got the cash in your bank account :clap	Chilling_Silence (9)
1184426	2011-03-08 03:24:00	I am due to go to Disputes Tribunal with HP next week. My saga with them began on 3rd December over a printer. Correspondence went back and forth by email for 6 weeks. After being phoned every 2 - 3 days by the Aussie call centre for all of December to "confirm my address" (after they had all the info and decided they were sending me most of a replacement) I lost patience and rang a manager here in Auckland. This took 3 attempts and eventually I was phoned by yet another. Around the 6th of January I was also phoned by a survey company in Aussie for my "Customer Satisfaction" survey and was asked to rank them 1 - 10 on how satisfied I was with the resolution of the problem. It was not resolved at that stage and on 12th January I had another discussion with the Wgtn manager who after some discussion and my decision to not bother and instead get a refund, that it was at their discretion what they did and I was not entitled to a refund. So I told him I'd see them at Disputes. Meanwhile the Aussie call centre for HP continued to phone me to "confirm my address", oh hang on, no, the courier needed to "confirm my address", etc etc. They cranked the calls up to 3 times each day at this stage. After the case was scheduled for next week at Disputes - and just 2 weeks ago I was phoned again and offered the refund. But not the Disputes fee back, nor an apology and I was to provide the original invoice as well. (I do still have it) The conversation disintegrated again into an argument from the manager after I asked why now and not before and as a result I left it. Looking forward to next week....I got another call just today from HP in Wgtn, offering the refund and the Disputes fee. Ok I say. He then says, you withdraw the case, then email him saying I had done so and then they will organise the money.Would you be so trusting and go ahead and do that? I would just accept what they are now offering, as if you take it to the disputes tribunal you don't usually get refunded the fee. PLus there is always the risk that you may lose. If they have already offered to put the matter right, it may not look good for you. But I would get their offer in writing first. This sort of thing is best done via email so you have records. I have always found them very good at resolving problems, although did have problems with their cashcade promotions, but in the end it was resolved.	robbyp (2751)
1184427	2011-03-08 03:26:00	Im curious at to why they needed to call and check your address 3 times a day?, was the call guy Indian?	SolMiester (139)
1184428	2011-03-08 03:28:00	I'm not a trusting type. I suspect if they did honour the payment, the bloated corpse of HP would no doubt take weeks if not months to actually get a round to pauing, no doubt due to the "incompetence of the various other departments" and not because they are stalling. In fact they just emailed me (cause I insisted in getting this in writing) and they are blaming the call centre for all the problems. Again. Hmmm. I might just say, you pay me then I'll withdraw it, rather than the other way round. Especially as I did include documentation of a class action suit in the US relating to just my original problem, in the disputes documents I sent. Might be a wee bit embarrassing for them. Although Disputes is mainly about the incredible length of time they took to not resolve the issue.	pctek (84)
1184429	2011-03-08 03:38:00	Im curious at to why they needed to call and check your address 3 times a day?, was the call guy Indian? They didn't, they had it already. 1000 times over. I'd say every staff member in that call centre rang me at some stage. Just incompetence.	pctek (84)
1184430	2011-03-08 03:39:00	I would just accept what they are now offering, as if you take it to the disputes tribunal you don't usually get refunded the fee. PLus there is always the risk that you may lose. I I don't especially care about the fee. And oh no I won't lose. that's for sure.	pctek (84)
1184431	2011-03-08 03:51:00	I don't especially care about the fee. And oh no I won't lose. that's for sure. Even if you win, they will only be required to pay you what they have already offered. Sure it may waste one of their staffs time, but they could also not show up, and you may win by default, but you maybe out the fee, so it will be a hollow victory. They also may not show up, but they may tell the disputes tribunal that they have already agreed to refund you, and you will then get the refund. At the end of the day, it is just about getting you your money back.	robbyp (2751)
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