I have been using this laptop for a year now and I must say that I paid a lot of money for an average product. Recently, one of its RAMs conked out and my email to their customer care head summarizes HPs effort at customer service:
Hello,
I would like to bring to your notice that I had submitted a 2GB RAM for replacement to the HP service center on 4-Jan-2010. Today, after 8 days I received a call from the service center saying that the part has arrived. Soon after I received another call where I was informed that they have mistakenly ordered for 1GB RAM and it will take more time for the correct part to arrive. My laptop specifications are:
Model: HP Pavilion dv9734 TX (Price: Rs. 69, 000)
Configuration: Processor: Core 2 Duo @ 2.1 Ghz, T8100, 3Gb RAM, 500 Gb HDD, 17" Display, NVIDIA GeForce 8600M GS Display Adapter
Product # KP
Serial # CN
Care Pack # G0 (Price: approx. Rs. 7, 000)
HP Service Center: RT Outsourcing, C-69, Sector-58, Noida
The reason I am writing this email is:
On reaching the service center, I noticed that there was just one technical person sitting at the reception, who was handling all complaints. So there was a long waiting period due to a large number of other customers. Dell provides ’next day-at your home service’. Any other service center, be it Nokia or HCL, has at least 5-6 people to take service their customers.
A regular part like a RAM shouldn’t take 8 days for replacement (or letting the customer know that they have ordered for the wrong part*). Dell provides the same service in 24 hours
A global giant like HP should take more care to ensure an efficient service, so that they do not end up ordering a wrong part. Even Dell outsources its services, but they are highly efficient
I have bought a HP care pack (extended warranty) for about Rs. 7000. This doesn’t cover physical damage, theft, etc. Dell, for about the same price provides a complete cover which includes physical damage, theft, etc. They will even fix your laptop if you spill tea/coffee on it
Despite having a very good configuration, my HP laptop is considerably slower than my Dell Laptop of a lower configuration
Finally, I would like to conclude by saying that I have made a huge mistake by buying a HP product, and now I am made to suffer by HP for buying their product. I would definitely never recommend a HP product to my friends, colleagues and the company I work for.
Thanks