I would like info how you solved problems with HP case manager who works with defective laptop made by Compaq. I am now working with a case manager who claims that he does not care customer satisfaction. My letters to the case manager and HP headquarter are as follows.

The fist letter is as follows.
Tae Kunisawa
4200 Altura Vista LN NE
ABQ, NM 87110

August 16, 2007

CA HP Company
3000 Hanover St. 20 bx
Palo Alto, CA 94304
Phone: 1-650-857-1501 (fax: 650-813-3254)

RE: Case #: 7341428878

To Whom It May Concern:

I am writing this to urge your company to provide me refund on expenses which I purchased Presario V3000, including extended warranty or to provide me a new computer which is equivalent to Presario V3000 that I has been having huge problems since mid July 07 with your company. I prefer the refund. I would like to stay away from your company for a while, though I might come back to your company to purchase items generated by your company in the future. The reasons are as follows.

1. Even though I sent my computer to your company to fix problems, the computer comes back to me with additional serious problems which the computer did not have in the past.
2. Your technicians in Durham NC have failed fixing problems with the computer even though I typed up the problems with the computer to let them know clearly what are the problems (see attached).
3. Your technicians and Mr. Adam Proctor who is a case manager have exposed lack of professionalism and expertise since mid July 07, stating that Mr. Proctor does not care even though I was very disappointed with services at HP, indicating that he does not care customer satisfaction. In addition, he failed in sending his note which states that my computer might have problems with motherboard.
4. The computer problems affect my study. I am a PhD student. I cannot concentrate on my studies due to the computer problems which your company have arouse since mid July 07.

I have been extremely disappointed with your company due to the reasons described above, though I have been your customer since 1998 and had been a big fan of HP and Compaq. It is urgent for me to get a new computer which does not cause problems because I am a PhD students and courses at university will start on Aug. 20, 07.

This documentation is to bring you up to date and to help you understand the situation that arose with technicians and Mr. Adam Proctor at your company.

Sept. 1. 06: I purchased Presario V3000 and three years warranty from your company at Best Buy.

June 29, 07: I went to Stanford to take courses and I brought the computer with me.

July 17, 07: Windows of the computer did not start. I took the computer to Best Buy at East Palo Alto. Jeff, who is a technician at Best Buy located at 175 E Bay Shore Rd. East Palo Alto, CA 94303, told me after testing the computer that hard drive of the computer gets damaged. It surprised me. I purchased the computer less than one year ago. He told me that it would cost around $500.00 to transfer data but if I had purchased warranty from Best Buy, they would charge me $150.00. Later I learned that warranty at your company does not cover data transfer fees at all. I regretted not purchasing warranty from Best Buy when I purchased the computer at the Best Buy in 2006.

I was unable to attend classes on this day because fixing my computer was urgent. Many files associated with courses at Stanford were in the computer. So I indeed needed to fix the computer problems to write papers for the courses. It was fortunate that Jeff at Best Buy helped me with starting XP but I did not ask him to fix the hard drive and transfer data because it cost a lot even HP mailed a new hard drive to my address at Stanford.

I called your company and talked with Jessica, John, Gabriela, Willy, William and Tejaf to get info about fixing the computer problems. I did not foresee when the computer problems would show up so I wanted to get info how HP would help me with fixing the computer and transferring data but none of them helped me with fixing the computer with less expensive. In addition, I learned that it would take four days to ship the hard drive to my address in CA. It means that it would take over one week to get it at my address in CA. I was very disappointed with services at HP because it takes four days to process my request inside your company. I believe that your company does not consider customer satisfaction.

July 28, 07: Courses in CA was over. It was fortunate that I did not have computer problems until the last day at Stanford, thanks to Jeff at Best Buy. So I was able to write papers for courses at Stanford. Whenever I wrote papers, I stored files in other devises because I did not foresee what would happen with my computer.

July 31, 07: I came back to my home at ABQ, NM and called your company because DVD drive did not close and talked with John, James, Jerry, Hoze and Mark. When I followed a technician’s directions to fix the problems with the DVD drive, the computer made big noises. I pushed a power button on the computer for 30 sec. as he suggested me and then I turned on the power on the computer. The computer made the big noise. As a result, I was unable to start Windows XP.

I requested recovery disc even though I had made a recovery disc by myself when I had purchased the computer in Sept. 06 because there would be a possibility for the hard drive got damaged last Sept.06. So I assumed that the recovery disc which I had made would not work.

I did not foresee what would happen the next and was tired of talking with technicians and customer services over the phone because I had to hold my phone for many minutes to talk with technicians.

I called 1-877-917-4380 ext. 94 and explained my computer problems to Mr. Adam Proctor. Those were as follows:
1. Hard drive might get damaged.
2. DVD drive does not close.
3. The computer made the big noise.
4. The computer did not start Windows XP at the mid July 07.
5. Battery does not come out easily.
6. The computer shows blue screen.

I also requested to Mr. Proctor to provide me a new computer or refund. However, he rejected my request, stating that he does not care even I was disappointed with services from HP. This indicates that he does not care customer satisfaction. He also told me that the computer might have problems with motherboard and that he would send his note to technicians to let them know his opinions about the problems. He was very sarcastic when he talked with me. He suggested me to include my note which shows the problems with the computer.

Aug. 3, 07: I received a box to mail my computer from your company. I also received the recovery disc for my computer.

Aug. 4 and 9, 07: I transferred necessary data in the problematic computer to an old computer which I did not use usually. I also fixed problems with the old computer since I did not foresee that what would happen with Presario V 3000. So I indeed needed to fix the problems with the old one. I spent $300.00 to fix the old computer’s problems.

Aug. 9, 07: I completed fixing the problems with the old one. Presario looked work fine. However, I decided to mail Presario to NC to fix the problems which I encountered before.

Aug, 10, 07: I typed up problems with Presario V 3000 so I thought that it would be easier for technicians at your company to identified the problems with Presario (see attached.) I shipped the computer to your company in Durham, NC.

Aug. 15, 07: I received Presario V 3000. I considered that your technicians at NC had fixed problems with the Presario so I began transferring data from the old computer to Presario. It took almost one day to transfer data from my old computer to Presario. However, it was unfortunate that while I was transferring data, blue screen showed up so I called your company again and talked with Kevin, John, Rob, Brian, Darren, Anne and James Phillip. After I talked with them, what I found are as the followings.

1. Presario has additional problems which the computer did not have before I had shipped the computer to your company. For example, James told me that my computer might have problems with RAM because the computer shuts down suddenly even though I do not turn off the computer.
2. Technicians at your company did not check motherboard of my computer, though the computer possibly has a problem with motherboard. I had described it in my note and Mr. Proctor might have sent his note to them about the possible problem. But I do not know if he did it or not. He was very sarcastic when he talked with me and he seems that he does not care customer satisfaction.
3. They failed fixing a button for the battery even though I describe it in my note.
4. Darren told me that the technician in NC had not used recovery disc for my computer and that the technician just had copied. This is the reason why a blue screen shows up. He also suggested me to reformat my computer even though I almost done transferring almost all data from my old computer to Presario, spending almost one day. He mentioned that if a blue screen shows up after reformatting the compute, that indicates that the computer has a problem with motherboard.
5. After I reformatted Presario, I found that blue screen showed up. Thus, I considered that the motherboard would have problems.
6. The technicians in NC do not describe in details what they did to fix the problems. They just mentioned, “We identified an issue with your CD/DVD/RW drive. 3-As a result we resorted your system to its original factory settings.” (refer to the attachment.) Later I learned that they changed the damaged hard drive and optical drive of my computer, though they do not describe those in their note. Clearly they had no intention to let me know what were problems and what they did to fix the problems. Consequently, they ignore customer satisfaction. In addition, there is no information about who worked on my computer to fix the problems.
7. Presario shuts down suddenly even though I do not intend to turn off the computer. It sometimes shows blue screens, stating that checking file system on C. Type of the file system in NTFS. A disk check has been scheduled… Other times the computer keeps showing a screen “Compaq Software Installation. When complete, your system may automatically restart…”

I received information on mailing address where I can file my complaints. One of the technicians, who I talked with to get the info, told me that there is no fax number at a place located at CA HP Company 3000 Hanover St. 20 bx Palo Alto, CA 94304. Later I learned that your headquarter is located at a place described above. Your worker consider that the headquarter does not have a fax number.

Aug. 16, 07: Presario looks work fine now as it did before. I talked with Tina at the headquarter. She suggested me to talk with Mr. Proctor because he would follow HP guideline. I rejected talking with him because clearly he does not care customer satisfaction. I assume that he considers that HP guideline does not care customer satisfaction. In addition, Tina told me that she did not see that a note sent to the technician in NC did mention the possible problems with motherboard of my computer, though Mr. Proctor stated that there would be the possible problems with the motherboard of my computer on July 31, 07.

Aug. 20, 07: Courses at the University of New Mexico will start.

I have to spend my time to fix the problems which your company, technicians and Mr. Proctor have generated, not working on my study. Your technicians and Mr. Proctor get income spending their time by providing me inappropriate services and your company earned money by selling the defective computer, Presario V 3000. THIS IS ABSOLUTELY UNFAIR. I spent my money to buy the defective computer which your company has produced. Worse yet, due to the computer problems, I run my studies behind. The computer problems affect my studies since mid July 07. It is urgent for me to get a new computer which does not have problems and which I do not need to spend my time to fix computer problems. Courses at m school will start soon.

Mr. James Phillip suggested me to contact a case manager. However, I reject his suggestion because there is no doubt that Mr. Proctor does not care customer satisfaction and would not send his note in an appropriate manner to technicians in NC to let them know possible problems.

In sum, I urge your company to provide me refund on expenses which I purchased Presario V3000, including extended warranty or to provide me a new computer which is equivalent to Presario V3000 that I has been having huge problems since mid July 07. I prefer the refund. I would like to stay away from your company for a while, though I might come back to your company to purchase items generated by your company in the future. Most importantly, your technicians have failed fixing problems and have ignored customer satisfaction. As in my earlier statement, Mr. Proctor did not mention in his note about the possible problems with motherboard, according Tina. Even though I sent my computer to your company to fix problems, the computer comes back to me with additional problems which the computer did not show in the past. Your technicians have failed in fixing problems with the computer even though I typed up the problems with the computer to let them know clearly what are the problems. They lack abilities to explain what they did to fix the problems. Seriously, your technicians and the case manager have exposed lack of professionalism and expertise since mid July 07. The computer problems affect my studies. I am a PhD student. As a result, I have been extremely disappointed with your company due to your employees’ lack of expertise and professionalism. I do hope that HP guideline states that their first priority is customer satisfaction as other companies’ guidelines state, that Mr. Proctor misunderstood the guideline at your company and that he would be mature enough to fix his problems.

I would be delighted to provide additional information upon request. Thank you so much for your prompt attention on this matter. I look forward to your response.

Sincerely,

Tae Kunisawa
CC: Mr. Adam Proctor
Fax: 208-333-6822

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The second one is as follows.

Tae Kunisawa
4200 Altura Vista LN NE
Albuquerque, NM 87110

August 16, 2007

August 16, 2007

CA HP Company
3000 Hanover St. 20 bx
Palo Alto, CA 94304
Phone: 1-650-857-1501 (fax: 650-813-3254)

RE: Case #: 7341428878

To Whom It May Concern:

I am writing this to request Mr. Proctor to provide me his answers to my questions about a case manager and a technician according to HP guidelines, if he does not accept my request which is refund on expenses which I purchased Presario V3000, including extended warranty or to provide me a new computer which is equivalent to Presario V3000. I also request him to give me written responses about my requests and questions by fax. My fax number is the same as the phone number which is 505-255-5807.

My questions about the guideline for the case manager and technicians are as follows.
1. According to the HP guideline, is it valid that the manager does not send his note to technicians who are assigned to fix the problems, not requesting testing the motherboard, even though the case manager had suggested his client that his client’s motherboard should be tested?
Seriously, Mr. Proctor exposed lack of expertise by not sending his note which request testing motherboard of my computer. I clearly remember that Mr. Proctor told me on July 31, 07 that there would be a possibility that my computer would have a problem with the motherboard. He also stated that he would write a note about that to let the technicians know the possible problems. It is unfortunate that he failed in sending his note to the technicians about the possible problem with the motherboard. As a result, the technician did not test the motherboard. After I got back my computer, I learned that my computer would have a problem with motherboard.

2-1. According to the HP guideline, is it allowed for a case manager to claim that he does not care even if his clients are disappointed with HP products and HP services, indicating that he does not care about customer satisfaction?
2-2. According to the HP guideline, is it allow for the case manager to insult his client?
Mr. Proctor clearly stated that he does not care even Tae Kunisawa was disappointed with HP products and their services, laughing. Undoubtedly he insulted me by mentioning that. This is totally UNPROFESSIONAL.

3. According to the HP guideline, is it allowed for a technician not to describe what they fixed and what they changed for each requested item?
They described, “We identified an issue with your CD/DVD/RW drive. 3-As a result we resorted your system to its original factory settings.” However, they do not describe that they changed a hard drive and an optical drive. Thus, I had to call HP again to know if the hard drive of my computer was changed or not because my computer keeps showing problems after I get back the computer from the technicians in NC.

4. According to the HP guideline, is it allowed for technicians ignore their customers’ requests?
I typed up my note to let them know what is the problem of my computer and enclosed the note in a box which I placed the computer before I shipped the box to NC. However, they did not fix the problems completely, though they fixed the problems partly. Undoubtedly, they ignored my requests about repairing my computer.

Due to Mr. Proctors’ and technicians’ lack of expertise and professionalism, my computer still has serious problems. My time is limited to work on the problems which your company, Mr. Proctor and technicians in NC have initiated, not myself. I do hope that your company and Mr. Proctor understand my request and give me Mr. Proctor’s reply to my request sooner. Thank you for your prompt attention on this matter. I would be delighted to provide additional information upon request. I look forward to your response.

Sincerely,

Tae Kunisawa
CC: Mr. Proctor
Fax: 208-333-6822

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Please let me know how you work on the problems caused by HP or Compaq. Now HP and Compaq merged. I look forward to your response.
Thanks.
Tae