Back in late March, I posted Don’t Buy HP: A Rant.  It was unfortunate that my exchange with HP required such a post; however, I was fortunate to have direct access to the HP Executive Customer Service group, at HP corporate, via their twitter account: @hpsupport.

As I mentioned in that previous post, I had certain expectations, and Jeff C. worked as best he could to meet those expectations, though unsuccessfully at first (which prompted my post).  When it was all said and done however, Jeff C. was able to talk to those at HP that could make an exception to the rigid policies which dictate how licensed HP service centers respond to warranty requests.

In the end, Jeff C. made arrangements for my laptop to be sent back in and be repaired.  The laptop was returned repaired to my satisfaction, although I do still have concerns with the overall performance of the machine.  I’m satisfied currently and the laptop is functional again.  I do appreciate the support and the repaired laptop.  However, I still I do still have concerns about the exchange that was required; while HP’s version is that they were working behind the scenes after our original conversation to address the issue, I will never be convinced that the repeated tweets by friends and colleagues did not serve some meaningful purpose that influenced the resolution (thanks @woscholar and @adambrooks).  Getting satisfactory customer service should not require “Fix my computer” campaigns via social networks.

I also have continued reservations about HP equipment and will have to weigh carefully this experience when I am next faced with a purchasing decision.

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