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Once their technician in India declared it ...
... warranted, the matter should have been settled. No questions asked.

My experience with customers (end-users in my case) is that they are basically honest and the losses incurred because a few dishonest ones try to pull the wool over your eyes are miniscule compared to the loss of good will cause by calling any customer a liar.

In this particular case, it also sends a bad message to the employee in India who made a good faith judgement call (even if the call had been incorrect) that the company does not honor the word of the technician who declared it a warranted situation.

If you're going to put your representatives on the front line, you damned well better back them up!
Posted by: mwagner@...   Posted on: 07/14/09 You are currently: a Guest | Members login | Terms of Use
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Someone from HP will read this  snafu_77 | 07/14/09
sorry apple has problems to  dave@... | 07/14/09
Warranty information  Joe_Raby | 07/14/09
Ya know... That explains a LOT...  Wolfie2K3 | 07/15/09
I agree, build it yourself  noeman5 | 07/17/09
Never had any problems with HP  rparker009 | 07/16/09
HP customer service  dharvey691@... | 07/17/09
Over all Dell's support is far more superior than HP  yschoo1@... | 07/16/09
Dell over HP  dharvey691@... | 07/17/09
I have had similar experiences with Autos Joe.  Buff Loon | 07/17/09
Forgot to mention about Apple  Joe_Raby | 07/14/09
Notebook quality and warranties  codehopper | 07/16/09
Havent run into that  snafu_77 | 07/14/09
Never a problem with my MacBook Pro and Apple support.  No More Microsoft Software Ever! | 07/14/09
Try harder indeed  snafu_77 | 07/14/09
Are you real?  Bozzer | 07/15/09
Dude! Chill out. I was responding to the other poster.  No More Microsoft Software Ever! | 07/15/09
Go ahead and try...  rick@... | 07/15/09
Apple isn't so hot  jgwinner | 07/16/09
Apple doesn't make the Blackberry  Byterat | 08/09/09
Never had a problem with Apple Support either  ccfman2004 | 07/16/09
Yes. And know he has to worry about being labeled as anti-HP!  No More Microsoft Software Ever! | 07/14/09
Using an Apple  Macintoshtoffy | 07/14/09
And the real moral of the story is Apple Rocks! (NT)  No More Microsoft Software Ever! | 07/15/09
No offer  sheldon@... | 07/18/09
I totally sympathise with this post  Uncle Stoat | 11/26/09
HP is awful  Anonymous of New Jersey | 07/14/09
HP awful laptops?  dharvey691@... | 07/17/09
How do they remain in business?  jdickey | 07/21/09
"Noone ever got sacked for buying HP"  Uncle Stoat | 11/26/09
Once their technician in India declared it ...  mwagner@... | 07/14/09
Yup.  jperlow ZDNet Moderator | 07/14/09
Why not drop it off a best Buy?  Pliny the Elder | 07/14/09
That is what I did with my parents HP computer  Lerianis10 | 07/15/09
Just be thankful it wasn't at Fry's....  Wolfie2K3 | 07/15/09
The difference is that printers are so ...  mwagner@... | 07/17/09
Not my experience with Best Buy  sheldon@... | 07/18/09
I'll tell you what I tell my clients  LiquidLearner | 07/15/09
Customer First  midwestgeek | 07/15/09
Not defending  LiquidLearner | 07/15/09
Who damaged the screen?  Dameadows | 07/15/09
H-P/India Support  stevieg@... | 07/15/09
India  Jkirk3279 | 07/16/09
Anothger example...  justthinking | 07/14/09
Ironically ...  mwagner@... | 07/14/09
HP still has the best server hardware support  LiquidLearner | 07/15/09
Dell uses India, too  bran.murray | 07/14/09
I think the only hardware/software seller that DOESN'T use India is Apple!  No More Microsoft Software Ever! | 07/14/09
Lenovo  jperlow ZDNet Moderator | 07/14/09
Actually... A lot of Dell's support is still in Texas...  Wolfie2K3 | 07/15/09
Support from India is no better/worse than ...  mwagner@... | 07/17/09
RE: Sitting  bottimj@... | 07/14/09
HP/Compaq-Never again.  vcdechagn | 07/14/09
Forgot two machines  vcdechagn | 07/14/09
Carefull! Your opinion can get you into trouble.  No More Microsoft Software Ever! | 07/14/09
Linux shill  noeman5 | 07/17/09
Steer them elsewhere on printers and switches PLEASE  LiquidLearner | 07/15/09
Nobody cares! If they're a pc vendor, that is.  crashfence | 07/14/09
And what a wonderful surprise it was when I moved to Apple.  No More Microsoft Software Ever! | 07/14/09
RE: Sitting  soverel33 | 07/14/09
It was not dropped  jperlow ZDNet Moderator | 07/14/09
re: it was not dropped  Nitz_Walsh | 07/14/09
I agree 100% - I would expect this from Adrian..  babyboomer57 | 07/14/09
"Mr. Perlow..."  jperlow ZDNet Moderator | 07/14/09
Didn't expect that response, Jason ...  babyboomer57 | 07/14/09
Have a look at an Elitebook  jperlow ZDNet Moderator | 07/14/09
Frankly, I agree with you.  No More Microsoft Software Ever! | 07/15/09
Shot with a .45...?  Wolfie2K3 | 07/15/09
Order from a builder  rhomp2002@... | 07/16/09
The MORE IMPORTANT point is that ...  mwagner@... | 07/17/09
Toshiba is much better  Daniel Breslauer | 07/14/09
Toshiba isn't that much better.  Lunatic59 | 07/14/09
All in the eye of the beholder  snaconst | 07/14/09
Luck of the Draw  voyager529 | 07/14/09
Or just buy an Apple laptop and live in heaven! (NT)  No More Microsoft Software Ever! | 07/15/09
I doubt very much if that damage came...  bjbrock | 07/14/09
I think very much it can come from just moving a laptop  Lerianis10 | 07/15/09
Word of advice:  Joe_Raby | 07/14/09
Good advice! (NT)  No More Microsoft Software Ever! | 07/15/09
My HP hinge broke and Best Buy fixed it...eventually  sean_hando@... | 07/14/09
dv9000 hinge problem  voyager529 | 07/14/09
HP only did repairs after over 2 years of customer complaints  sean_hando@... | 07/14/09
RE: Sitting  hijaggu@... | 07/14/09
No More HP for me  granman | 07/14/09
RE: Sitting  saijagan | 07/14/09
When does a laptop need to be replaced?  Mac Hosehead | 07/14/09
The fact is that this is covered under warranty  Lerianis10 | 07/14/09
Tell it to the judge...  Mac Hosehead | 07/14/09
You cannot see it from the photo...  jperlow ZDNet Moderator | 07/14/09
I guess it doesn't matter...  Mac Hosehead | 07/14/09
I could see that from the photo  Lerianis10 | 07/15/09
She grabbed by the screen and flapped it around! You pay. EOS (NT)  No More Microsoft Software Ever! | 07/15/09
When does a laptop need to be replaced?  {DvT}Hex | 07/15/09
Easy LCD swap but for the ham-handed  csomole | 07/16/09
It's not always an easy swap  mystic100 | 07/16/09
RE: Sitting  wgrimes | 07/14/09
I liked Compaq before HP bought them  bmeacham98@... | 07/15/09
me too  csomole | 07/16/09
RE: Sitting  mattrich22 | 07/14/09
RE: computer repairs  thirdshiftcoder@... | 07/14/09
Shiva and the Hindu Legend  Grayson Peddie | 07/14/09
Ummm, Grayson?  JLHenry | 07/14/09
It's a double joke  jperlow ZDNet Moderator | 07/15/09
Culture interaction  Lunatic59 | 07/15/09
I figured that . . .  JLHenry | 07/15/09
Well, I remembered what I just read (not from Wikipedia...)  Grayson Peddie | 07/16/09
HP, Compaq Suck!!!!  pjeet89@... | 07/14/09
Sorry the display is damaged  Richard B | 07/14/09
Concur  pmcgrath@... | 07/15/09
RE: Sitting  shubho.ghosh | 07/14/09
Thanks for the warning.  ashdude | 07/14/09
RE: Sitting  laxma_r@... | 07/14/09
RE: Sitting  vineet_roy | 07/14/09
Very True. HP Customer Service is Pathetic.  Hardik Upadhyay | 07/15/09
Not even HP ink ever again  gertruded | 07/15/09
Tales from India  nishsingh | 07/15/09
Rethink about the problem 1)hp's customer service OR 2) Indian technician  dave_hemant@... | 07/15/09
RE: Sitting  samavedam_vijay@... | 07/15/09
Shiva  jperlow ZDNet Moderator | 07/15/09
Double Entendre  Lunatic59 | 07/15/09
Please....  sandmanfvr | 07/15/09
Using your thumb to move the angle of an LCD  jperlow ZDNet Moderator | 07/15/09
Just goes to show...  ye | 07/15/09
Of course you can have problems  jperlow ZDNet Moderator | 07/15/09
Your argument for replacing a fully functional 7 year old laptop was...  ye | 07/15/09
We are not going down this path.  jperlow ZDNet Moderator | 07/15/09
Of course you're not.  ye | 07/15/09
The reliability of ANY seven year old ...  mwagner@... | 07/17/09
Cost me $225to have an HP screen replaced...but not by HP  rcuff | 07/15/09
Happened to me too  bmeacham98@... | 07/15/09
Still celebrating a year later after a computer funeral  nfiertel | 07/15/09
RE: Sitting  pstarr | 07/15/09
This didn't happen when Carly was in charge  progan01@... | 07/15/09
RE: Sitting  midwestgeek | 07/15/09
RE: Sitting  OhKrud | 07/15/09
Huh?  ajlcary | 07/15/09
Dell was good to us  mark16_15@... | 07/15/09
I've had similar experiences [A SOLUTION]  dorkiedork | 07/15/09
RE: Sitting - Silly  rsk02@... | 07/15/09
HP machines...  D2 Ultima | 07/15/09
They told you about the charge before . . .  any_os | 07/15/09
RE: Sitting  fritsau | 07/15/09
RE:Grow up, little man  wvcmm | 07/15/09
Could've been....  SpectreWriter | 07/15/09
RE: Sitting  Jacdeb6009@... | 07/15/09
I broke my acer laptop screen it was fixed for free  Randalllind | 07/15/09
Jason, HP support sucks on everything  Randalllind | 07/15/09
HP's the Worst.  anomer@... | 07/15/09
Constantly referring to them as INDIAN  Gnutella | 07/15/09
you make no sense  msgrstclair | 07/16/09
I'll Steer Clear Too -- Thanks for Letting Us Know  daves1646 | 07/15/09
RE: Sitting  Hate Malware | 07/16/09
RE: Sitting  fialkor | 07/16/09
RE: Sitting  dbarr@... | 07/16/09
RE: Sitting  robt234@... | 07/16/09
RE: Sitting  Steven J. Ackerman | 07/16/09
My Dell Story  mswift@... | 07/16/09
HP is truly capable of shoddy work - Read on  pranavmdesai@... | 07/16/09
Tales of HP and the TX1000 laptop  pranavmdesai@... | 07/16/09
You need to write a song  TranMan | 07/16/09
RE: Sitting  lwally13 | 07/16/09
Friends Don't Let Friends Buy HP  dl@... | 07/16/09
RE: Sitting  f_shope@... | 07/16/09
RE: Sitting  Li1t | 07/16/09
Which warranty should I buy?  pwatson | 07/16/09
Three-years seems the most cost-effective  mwagner@... | 07/17/09
good luck with HP  ca1ic0cat | 07/16/09
I hate Dell also  Randalllind | 07/16/09
RE: Sitting  ravi1959@... | 07/16/09
RE: Sitting  ravi1959@... | 07/16/09
RE: Sitting  dudleymoore | 07/16/09
Master Joe Says...  MasterJoe | 07/16/09
?????????  Jkirk3279 | 07/16/09
RE: Sitting Shiva  rzazula | 07/16/09
RE: Sitting  germanal | 07/16/09
SH*T Happens  tvman@... | 07/16/09
Never try Gateway  Zaria319 | 07/16/09
RE: Sitting  ravi1959@... | 07/16/09
RE: Sitting  cjc82s | 07/16/09
Isn't Shiva the Hindu god of random destruction?  Technogeez | 07/16/09
I think the usage of the word "Shiva" is quite hostile.  Grayson Peddie | 07/16/09
RE: Sitting  jbullis | 07/16/09
RE: Dell really isn't better always  UnSpin | 07/16/09
This is a known manufacturing fault if it is an NVidia video card  damianq | 07/16/09
Larry, I don't believe your wife is giving you  mustangj36@... | 07/16/09
Dell Superior??? Hell must have frozen over!!  msgrstclair | 07/16/09
RE: Sitting  priyankaforyou | 07/17/09
RE: Sitting  evay1 | 07/17/09
HP bottom of the stack. BUY IBM / LENOVO  rtalbert | 07/17/09
ThinkPad/Lenovo  jperlow ZDNet Moderator | 07/17/09
RE: Sitting  ccsolutions | 07/17/09
RE: Sitting  cysurfer | 07/17/09
RE: Sitting  phonetag | 07/18/09
ALWAYS have horrendous HP experiences  QuadFather | 07/20/09
RE: Sitting  se_lain@... | 07/29/09
HP Supportless  PeterBoyles | 11/25/09
You get what you pay for...  Sahdow@... | 11/27/09

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