I've only ever (knock on wood) have needed "proper" customer service twice in my life so far. First time was with Amazon and almost a year old product that broke down. I initially contacted the manufacturer who told me they were not able to collect it and therefore asked me to contact Amazon from where I had ordered it. Filled the Amazon form, less than 2 hours later got reply from them advising me that a delivery company would contact me by end of next working day to arrange collection (thing weighted over 40 kilos), Company didn't call so I sent an email to Amazon customer services. Got reply to that in less than 30 minutes where they apologised for failure and told me that the delivery company would call me within three hours. And they did, less than an hour later.
Because I had changed my phone number between the purchase and item return, Amazon told me they can't send me a replacement, instead they will refund me on my credit card, the refund would be on my card account within 30 (or 21 can't remember) days. 3 days later my card was refunded. Not a penny deducted for collection or anything. Needless to say I was impressed.
However, if I've ever seen service going beyond the call of duty was with HP. I've got old, HP510 laptop, which was, when I bought it, already end-of-life model at rock bottom price. I have forgotten the BIOS password so couldn't reset it because I intended to sell the laptop. Tried all possible instructions and nothing helped so I though to send an email to HP support as a last resort.
Here's the story what happened then:
My original support request replies to HP:
Quote:
Quote: HP 510 Notebook PC Email Support <<#3924880#>>
From : "HP Support" <NA_ACTIVE_MAIL@hp.com>
To : me
Received: 09:40
Thank you for contacting Hewlett-Packard.
This is in response to your e-mail regarding the HP 510 Notebook PC.
Hello Me,
Thank you for contacting HP e-Solutions.
This is in response to your e-mail regarding HP 510 Notebook PC with respect to Incident ID xxxxxxx.
As per the e-mail description, I understand that you are facing few technical issues with the unit.
I would have been more than happy to have resolved your issue with the unit. However please be informed that this is a technical support team for United States that you have contacted. We do not have an option to provide technical support for the units outside the US. If there is a scenario where in the unit needs to be serviced or any part needs to be replaced then you will have to contact the HP United Kingdom support team. You can use the below contact options to get in touch with the United Kingdom support team:
Live chat with HP support specialist:
http://h50203.www5.hp.com/HPISWeb/Cu...m=null&ctype=n
Submit & Manage a support case:
http://www13.itrc.hp.com/service/mcm...89745+28353475
Once you contact the HP United Kingdom support team using the same I am sure they will provide you with the required information.
Note: Kindly do not use the Email support option as there is no email support option for the United Kingdom region. That’s the reason all the email cases logged in the United Kingdom region are being routed to the United States support team.
Please feel free to email us back. Once again, thank you for contacting HP e-Solutions; have a great day.
Regards,
Sandeep Kumar Vegesna
Technical Support Engineer, HP e-Solutions.
Do help share feedback with my Manager by mailing us at: _mailto: feedback_pt@hp.com
Sincerely,
HP Email Support
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I then created support account login and send the same request. Reply to that:
Quote:
<CASE:4612904985>
From : "HPSupport_Global" <wfm@g5u0677c.atlanta.hp.com>
To :
Received: 12:12
FR: rajesh_kumar2
************************************************** ************************
*** The following is information about a case at Hewlett Packard.
*** To respond to this message, please hit reply.
*** !!!!!! Don't change anything on the subject line !!!!!!!
***
*** You may also access your case directly at the following url:
*** - Use this portal if you have an HP support contract or HP Care Pack:
*** http://www.itrc.hp.com/service/mcmIt...?callID=xxxxxx
*** - Use this portal for support under warranty or out of warranty:
*** http://www.itrc.hp.com/service/mcmBs...o?callID=xxxxx
************************************************** ************************
Dear xxxxx,
Thank you for contacting HP e-Solutions.
This e mail is in reference to the case number: xxxxxx.
I understand from the case notes that you are experiencing issue with BIOS password on HP 510 Notebook PC.
I would like to inform you that according to the Serial Number: CND71125QV and Product Number: RU964AA, the warranty has expired as of on 18 Apr 2008.
However, we will do our best to resolve the issue. Please perform these steps and get back to us with the results so that we would assist you promptly:
In the latest HP notebooks we have an option to login in BIOS either using Administrator user or Limited user. Also, we can manage users in BIOS.
If the BIOS administrator password is not set, and HP ProtectTools security is enabled in Security Manager, then you may not be able to enter the Computer Setup utility (BIOS) at startup as a BIOS administrator. You will only be allowed to enter the setup as a ProtectTools user with limited access.
To know how to reset BIOS Administrator Password, please use the HP article (HP Notebook PCs - May Be Unable to Unable to Enter F10 System Setup as BIOS Admin if HP ProtectTools is enabled):
http://h20000.www2.hp.com/bizsupport...dTypeId=321957
To know how to login to BIOS with Admin access, use the following steps:
1. Power on or restart the notebook PC.
2. Press F10 when the HP logo displays.
3. Select Security from the menu in the left column.
4. Click Setup BIOS Administrator Password .
5. Type an administrator BIOS password with a minimum of eight characters.
6. Click User Management .
7. Click Create New BIOS User account .
8. Read the on-screen instructions and then click OK .
9. Type a user ID and then select the user privilege level.
NOTE: The user password defaults to the user ID set in Step 9.
NOTE: The user password can changed by clicking Reset Password.
10. Select System Configuration from the menu in the left column.
11. Click Set Security Level and then select Change/View/Hide for each component listed.
12. Press F10 and then click Yes to confirm saving the changes to the BIOS.
13. The notebook PC will now prompt for a password each time the notebook is booted.Also, let us know if you have attempted any troubleshooting steps on this unit.
Please do not reply to this email. Kindly update this case using the Support Case Manager (SCM) web link:
For ITRC use: http://www2.itrc.hp.com/service/mcm/homepageRequest.do
For Business support Centre use: http://www.hp.com/bizsupport
You may also call HP Support at 0845 161 0050 for status updates.
This case will remain open for the next 3 business days only.
Thank you again for contacting HP e-Solutions.
Regards,
Rajesh Kumar
Technical Support Engineer - HP e-Solutions
Mon-Fri, 08:00-18:00 (GMT)
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All pretty bog standard EXCEPT what happened next:
About two hours later my mobile rang. I answered and there was a call from HP support (actually same guy who replied above) asking if the fix worked. I told him I haven't tried it yet because I don't have laptop on me, but will do so in the evening and let him know the result. He asks me, that in case of above doesn't solve the problem, would I be able to arrange remote connection for them to log on to the laptop and try to solve the problem for me!
As promised, I was asked next day what time it would be convenient for me to take a call from them and let them to logon to the system. I missed the first call (it was bit late and I was busy at work) but I got left message that they tried to call and will call again. About 30 minutes later he called again and I got instructions on how to logon to HP's site where they make remote connection.
Got through the formalities and remote logon script installed and handed the machine over to their technician. He pretty much did everything he could to get the BIOS reset but unfortunately none worked, how ever, he told me one last possible solution regarding resetting the BIOS (standard remove CMOS battery and turn machine on don't work). He even asked if he can call me back in half an hour or so to check whether the last solution worked but because removing CMOS battery on this laptop literally mean it has to be taken a part, I had to say 'no' (I'm at work).
Remember: Now this laptop was cheap (cost me £370 at the time - July 2007), was at the time almost two years out of warranty and I am not a business customer, not even a small one, and they're going to this kind of trouble to help me out when they could have as well leave it to above email.
I then closed the support ticket but that wasn't the end of it. On Monday April 12th I got a call from their support, they want to give one more go to try to reset the BIOS. So it'll be another try on Wednesday. On Wednesday we went through the remote logon again and they tried few more tricks, unfortunately none worked. Even then they didn't give up, they told me the last resort solution to try if I wanted. Unfortunately that failed as well.
Although the password reset wasn't solved, it really wasn't the end of the world, but the service they provided was just astonishing.
I had to send feedback to HP with description what they did and remembering to mention names of those support people who helped me thanking them for such an amazing service, that went to to CEO and President Mark Hurd of HP. Of course you can't expect personal reply from him, he probably doesn't even read them but I did get thank you reply signed "CEO Customer Relations" that wasn't scripted so it seems that they keep that "personal touch" up throughout the organisation.
Needless to say, any time there are two equal products, one HP and another some other make, I buy HP - at least until I get bad service from them
