7 August 2003
First the only important news: no one who said they’d call me from HP called today; no update to their tracking system on the web was done and the laptop didn’t arrive here.
This began on July 26, 2003 with a phone call to HP, followed by a fax of my proof-of-purchase information to insure that the Pavilion ZT1290 was under warranty. I found a very remote Kinko’s location that still had power. They were able to complete the fax for me.
Brian was the guy who helped me on the first call, and other than the requirement to fax my proof-of-purchase I was not inconvenienced at all. In fact, Brian’s work led me to believe that all was well.
It was a Saturday. Brian said my laptop was eligible for a warranty repair without sending in my hard drive, battery or AC adapter. He told me how to pack the laptop, what address to send it to in Milpitas, CA and he explained that FedEx would pick it up at HP’s request on Monday. Brian issued a case number and a ”CSO” number.
Everything seemed great. Thus concluded call #1. Was I ever in for an eye opener.
In our next episode, we’ll talk about what happened when I called to get the FedEx ”pick-up” number that resulted from my faxing my proof-of-purchase. We’ll call it, ”HP’s Image Corrodes.”
Filed under: The Hp Way