(no subject)
My big Black Friday purchase this year was a new HP laptop. Both my desktop and my laptop are at least 5 years old and have their issues, so it was about time, especially since I was getting a pretty good deal.
At this rate, by the time it gets here, its name is gonna be PITA. That'd be short for Pain In The Ass.
Admittedly, at the root of it, it was a mistake on my part that's the cause of my frustration at HP. Still, I find what I've had to deal with for the past two-three weeks much more frustrating than it really had to be.
When I first configured the laptop, it wound up being equipped with a Wireless-G card, which would work fine with my network. It wouldn't be optimal though, since the network here is a Wireless-N network. Unfortunately for me, I didn't realize this mistake until the Monday afterwards, when according to HP, the system had been sent to production. HP's policy was that configurations couldn't be changed after they were sent to production. In order to change the configuration at this point, one would have to cancel the order and start from the beginning. Of course, I was told, this would take longer than just letting the order go through. So instead I was offered a credit on the system. Thinking that the system had already been sent to production and would be ready soon, I accepted the credit.
One week later, there was still no confirmation that the laptop had been built and was on its way.
So I called again. The computer hadn't been built yet but I would hear back soon. There was no explanation as to why a computer sent to production a week ago was still in production, nor was there one for why, if it was going to take that long, the order couldn't be changed.
Finally I got an e-mail that night. My order would be delayed. Estimated ship date: next Friday (almost three weeks after my initial order).
Back on the phone I go. Despite the fact that the order is delayed, the order can't be changed, a fact that I've finally accepted. I ask to see if I can order the part on my own and get sent to the parts department, who, because the laptop model is so new, doesn't have the appropriate part info (of course, the coupon offered to me as an apology for the delay wouldn't work at the parts store).
This time I ask for a manager, starting off a conversation that made me want to hit my head.
The manager starts off explaining to me the benefits of a Wireless-N card (Oh, you mean Wireless-N is better than Wireless-G? I had no idea, I've been spending the past week asking you to upgrade the card because I like the letter N better than the letter G!). I do finally get an explanation as to why they can't change the order. The systems are built in Shanghai, where apparently the only thing they accept are order cancellations (my roommate's since pointed out that from experience, dealing with overseas manufacturing can be a hassle).
Next, I'm told that they can't just send me the card for me to put in because it might void the warranty. This, despite the fact that the wireless module is designed to be easily replaceable - there's documentation on the HP site on how to do it - and would take less than half an hour. Instead what I needed to do was once I got the laptop, call them again for an exchange and send the laptop back so they could change the card.
Despite me pointing out that it would be wasteful both in time (you figure by the time everything is done it would be 2010) and money for them to have such a procedure, he tells me there's nothing they can do. They can't simply ship the order to the repair depot, they can't change the order, etc. He suggests that I cancel this order and order a new one, which according to the HP site, would arrive only 3 days later (how a computer I ordered three weeks ago gets here three days before a computer I order today is also beyond me).
Of course, I can't do that, since I ordered the system via a Black Friday special, so I decline, giving up on having HP put in the card.
I've just ordered a Wireless-N module from eBay that I would've gotten had I originally gotten the order right. Total cost: $12.99 (HP cost: $25 when building, $75 for an equivalent module from the parts store).
I'm wondering which gets here first, the module or the laptop that it goes in. It wouldn't surprise me if the module arrives first.
At this rate, by the time it gets here, its name is gonna be PITA. That'd be short for Pain In The Ass.
Admittedly, at the root of it, it was a mistake on my part that's the cause of my frustration at HP. Still, I find what I've had to deal with for the past two-three weeks much more frustrating than it really had to be.
When I first configured the laptop, it wound up being equipped with a Wireless-G card, which would work fine with my network. It wouldn't be optimal though, since the network here is a Wireless-N network. Unfortunately for me, I didn't realize this mistake until the Monday afterwards, when according to HP, the system had been sent to production. HP's policy was that configurations couldn't be changed after they were sent to production. In order to change the configuration at this point, one would have to cancel the order and start from the beginning. Of course, I was told, this would take longer than just letting the order go through. So instead I was offered a credit on the system. Thinking that the system had already been sent to production and would be ready soon, I accepted the credit.
One week later, there was still no confirmation that the laptop had been built and was on its way.
So I called again. The computer hadn't been built yet but I would hear back soon. There was no explanation as to why a computer sent to production a week ago was still in production, nor was there one for why, if it was going to take that long, the order couldn't be changed.
Finally I got an e-mail that night. My order would be delayed. Estimated ship date: next Friday (almost three weeks after my initial order).
Back on the phone I go. Despite the fact that the order is delayed, the order can't be changed, a fact that I've finally accepted. I ask to see if I can order the part on my own and get sent to the parts department, who, because the laptop model is so new, doesn't have the appropriate part info (of course, the coupon offered to me as an apology for the delay wouldn't work at the parts store).
This time I ask for a manager, starting off a conversation that made me want to hit my head.
The manager starts off explaining to me the benefits of a Wireless-N card (Oh, you mean Wireless-N is better than Wireless-G? I had no idea, I've been spending the past week asking you to upgrade the card because I like the letter N better than the letter G!). I do finally get an explanation as to why they can't change the order. The systems are built in Shanghai, where apparently the only thing they accept are order cancellations (my roommate's since pointed out that from experience, dealing with overseas manufacturing can be a hassle).
Next, I'm told that they can't just send me the card for me to put in because it might void the warranty. This, despite the fact that the wireless module is designed to be easily replaceable - there's documentation on the HP site on how to do it - and would take less than half an hour. Instead what I needed to do was once I got the laptop, call them again for an exchange and send the laptop back so they could change the card.
Despite me pointing out that it would be wasteful both in time (you figure by the time everything is done it would be 2010) and money for them to have such a procedure, he tells me there's nothing they can do. They can't simply ship the order to the repair depot, they can't change the order, etc. He suggests that I cancel this order and order a new one, which according to the HP site, would arrive only 3 days later (how a computer I ordered three weeks ago gets here three days before a computer I order today is also beyond me).
Of course, I can't do that, since I ordered the system via a Black Friday special, so I decline, giving up on having HP put in the card.
I've just ordered a Wireless-N module from eBay that I would've gotten had I originally gotten the order right. Total cost: $12.99 (HP cost: $25 when building, $75 for an equivalent module from the parts store).
I'm wondering which gets here first, the module or the laptop that it goes in. It wouldn't surprise me if the module arrives first.