Nick and I have dealt with customer service quite a few times, since we work on a lot of computers. Well, most of the time customer service experiences are less than satisfactory. Usually they tell you to find a box and pay to ship the product to the company, and they will fix it, or they may even charge a fee to repair it, even if it is under warranty. Most of the time, companies use standard ground shipping, so it takes a week to get to the company and another week to get back to you, and 6 weeks or more to fix it.
Recently, Shanna’s laptop stopped working, so Nick called tech support, and they figured out that it was a known issue with the model of laptop she had, so it needed to be repaired. First of all, since it was a know issue, the company extended the warranty on the item. Second of all, they sent the packing materials to send it back for repairs. They even overnighted the packing materials. Inside the box was foam inserts to protect the laptop, a return shipping label, and even two strips of tape to close the box. They also had instructions on how to pack it, and what accessories to include. The return label was also for overnight shipping. So I called Fedex to find the nearest drop off location, only to find out that the company had already paid for Fedex to pick up the package at my house.
Needless to say, I am very pleased and impressed at how this company dealt with the situation. This is the way all companies should treat their customers. By the way, the company I am talking about is Hewlett Packard a.k.a. HP.
– Kyle