Rodent Regatta

”Routine testing of notebook computers” dating back to March of 2002, has uncovered a design flaw in some HP computers. HP is ”moving swiftly” to solve the problems. My last experience with HP gave a new definition to the word ”swift.”

You’ll recall, if you’ve been keeping up with The Saga, that one of the folks who reads this weblog managed to get my difficulties escalated within HP. Well, I’ve had several conversations with folks at HP who seem genuinely interested in trying to help me.

When I got the first call from HP’s customer satisfaction people I pondered what my position should be. I had just about made up my mind to say, ”I’ve spent entirely too much time just trying to make a $2500 laptop boot up correctly. Unless you plan to replace this computer with a product with updated features and functionality that sells for around $2500, I’m not interested in pursuing this matter.”

Then…

well, I caved. Last Thursday, I let a guy talk me into doing an ”in-place” upgrade of the Windows XP Home operating system using my Windows XP Professional CD. Understand, HP wasn’t doing anything. They simply told me what they’d suggest I try.

So, during much of the weekend, I’ve upgraded the laptop to Windows XP Professional and installed many of my applications on it. So far, it has only locked up three times, which is a significant improvement from the way it has been behaving.

I’m supposed to call HP tomorrow to report my findings. Yet, the jury is still out on whether I keep this machine or not. It’s nearing time to upgrade some features anyway.

Every once in a while you run into a truly class act. I have. I’ve never talked to this fellow. We’ve exchanged emails and we’ve posted some comments on our respective weblogs. He’s better at this than I will ever be.

Steven Vore is his name. He lives near Atlanta, GA. Out of the blue and without any prompting, Steven managed to escalate my HP problems to a manager of customer satisfaction for the Americas. I’ve already had two phone calls, and I’m expecting a third.

Steven’s actions and those of the person I’ve talked to remind me of my first experiences with HP back in 1974. There was a quiet confidence that HP had truly outstanding products and the people were there to make absolutely certain you knew and understood both the product and what HP could do for you.

At this point I have no idea where all of this might be headed, but Steven Vore has gone way above and beyond the call of duty for a mere acquaintance. I’m most grateful for his efforts on my behalf. There are literally dozens of companies that would fire five to get one person with Steven’s level of commitment! Thanks and thanks once more!

To top it off, he read my luncheon dialog and contributed his own story. It’s a sad, but true part of the web design industry.

There is simply no way that this strategy can be successful given what HP is and is not doing behind the scenes to alienate customers.

On the altar of high-brow strategy, buzzwords and fads, HP has sacrificed fundamental quality and customer service.

Walter Mossberg provides business person with an understanding of technical matters. His reviews don’t show super close-up photos of the power supply of a computer, but they talk about the things that are important in using or applying products. You can make decisions about what to own by using Walter’s reviews.

Yesterday he provided an update to his ongoing information about laptops. Laptops Have Dropped to Under $800, if You Don’t Mind the Weight offers his latest thinking on some lower-priced computers. He’s big on HP and, as you may know, I’m not. Walter will get an email right after this entry is posted.