I wrote a post a couple months ago about how difficult it was to cancel an order I had JUST made for an HP computer, and how when I complained on the phone to the HP salesperson, his justification was that it was "industry standard," which really pushed my buttons -- as the logic is "I am going to treat my customers badly just because everyone does."
It seems that their systems remains the same. I got a note from Michael Wellman from Washington, titled "HP Hocus Pocus." Here is Michael's note:
I placed my order on Dec 17 and I
tried to cancel several times beginning on the 19th. I finally
talked to “Mark” at HP Home on Thursday Dec 21. He said he would “try” to
cancel the order, and HP would contact me within 48 hours. Today, Dec 25, I got
an email that the order had shipped from Shanghai, China. I have also been a loyal HP
Customer for over 30 years, and feel the entire system is designed so that you
cannot cancel an order. And in this case, the order was not supposed to ship
until Jan 12, 2007 anyway. Do you suppose they put a rush on it to prevent it
from getting canceled?
I am not sure what is going on at HP, but I find this discouraging because I have been to loyal to HP for a long time and think it is a great company. And one of the reasons they have passed Dell, I am told, is that they have better customer service. I would like an explanation from HP, and more than anything else, I would like them to fix it. I worked for years with former HP executive Corey Billington, who was a supply chain guru within HP, and at least if they still have the same level of talent and loyalty to HP, I am confident that they can figure out how to fix this problem -- if they want.
Michael, thanks for letting me post your email. Let's see if we can get an answer -- and better yet -- some changes from HP!.