I love my HP computers. Over the past 9 years, I’ve bought ten of them and all of them have worked wonderfully. With one exception.]]>I bought a heavily-customized dv6000 laptop from HP in 2007 for $1000. Fifteen months later, the motherboard failed. It was out of warranty but the dv6000 had some many overheating issues that HP had a special program to repair them. It took about 10 days start-to-finish, cost me nothing, and I was happy. Twelve months later the motherboard failed again.
This was when I found out that HP had not fixed the overheating problem, but merely replaced the failed parts. It was less of a repair than a delaying tactic, since the warranty on the replaced parts was only 90 days. This time HP Support said the special program had expired and now it would cost $400 to replace the motherboard. “But, wait! We’ll give you a special price of $259.” I declined, reasoning that it would just overheat again in another year, and pressed for another option. Support wouldn’t budge.
On December 7, I sent an EECB to 10 HP executives, outlining my dilemma and my long-time support of HP’s products. I requested, as an opening position, that I be given a refund or a credit for a replacement laptop due to the repeated problems. Multiple executives sent my email to the Executive Customer Response (ECR) group, but only one responded directly to me. His response was that ECR would contact me, but it was a personal response.
The next day, ECR made me the same offer of $259 that Peon Customer Response (PCR) made. They also tossed out the “there are no other options” line: a patently false statement, since HP has all kinds of options regarding its own products. They also seemed mystified as to why I thought a yearly $259-400 repair was excessive on a $1000 laptop. I declined their offer.
On December 9, I sent an mini-EECB to the VP who had emailed me. This time I expressed my regret that PCR and ECR would only offer one unacceptable resolution. I said I was sorry that HP and I couldn’t work out a solution and the following week I would file in magistrates court to see if a small claims judge would provide a better resolution.
ECR called me that afternoon to offer me a free repair (See -- there were other options!). I said I would accept the repair if they would back it up with a longer warranty. If they really believed the repair would fix the problem, then the extra warranty would cost them nothing. I thought I’d be calling again the next year when the new motherboard overheated, so a 90-day warranty was useless. At this point, he stopped talking about repairs and offered me an HP gift card for the total purchase price of the computer. Not prorated, no strings attached -- $1000. I picked my jaw up from the floor and immediately accepted. I got the gift card and ordered the replacement computer three days later.
This entire process occurred over one week and involved a half dozen phone calls and a dozen emails. Everyone I spoke with was polite and professional and I responded in kind. It just took time to reach the right person and convince them that I wasn’t going to left the issue drop. Persistence pays off.
As one participant noted, re-evaluating and fixing up what's already in your wardrobe is something that few people bother with when the option to buy something shiny and new is there instead.
Stacya Silverman: What I have learned from this apparel diet is that a good tailor is so important. Back to the things we don't wear because of some minor thing, like skirt length: It is so easy to have the hem on things changed, so I have been doing this for my clothes that are too big, too long, lousy buttons, easily repaired tears, or just poor fit. Two of my skirts were so boxy and plain, and made me look like I had no shape. So this great tailor in town, Sarah Harlett, took them both in to fit my shape perfectly. Now they are my favorite items and I wear them all the time, so I feel less wasteful of the money I spent on these things but never wore because of fit.
Most apparel diets tend to be involuntary and for financial reasons, but the Great American Apparel Diet participants are still inspiring in a way. It's a nice reminder to ask yourself while shopping do you really need nine pair of jeans?
Great American Apparel Diet [Official Site]
Q&A: The Year of No Clothing Purchases [Time]
Cox in Arizona has had an offer out since January for a FREE Playstation 3 slim in exchange for either a) signup for a new broadband account or b) upgrade to the next higher tier of service (i.e., Basic to Preferred, Preferred to Premier) with a 12 month contract. That's a pretty good deal. I learned about this Friday Feb 4th from a co-worker, who received a flyer in the mail, and responded. He had the exact same Cox service as me (Preferred). His PS3 is on its way and he was so tickled he was telling everybody he could find. I was thinking about upgrading, so I called. The CSR acknowledged the offer and that it is valid, but "Do I have the code from a flyer." "No, I didn't receive a flyer," I reply. "You're not eligible."Apparently this was set up as an offer to attract new subscribers, but due to an error by their marketing team, it went out to existing subscribers as well, and Cox is honoring those. A few threads have opened up on www.dslreports.com and a few other sites about this offer, and Cox is definitely honoring this selectively, even for people who didn't receive the original mailing! As of Saturday, Feb 5th, they've really clamped down, I heard they're running out of PS3s!
Unhappy about this, I called again, this time requesting to cancel. The loyalty rep I talked to knew all about the offer. I explained I did not have a code, but I was willing to upgrade and agree to the terms of the offer. She went on a 7 minute consult with her supervisor, and returned with bad news. Cox was not going to honor it. She admitted "some subscribers got it, and some didn't". She couldn't explain why. I told her this was all leaving a very bad taste in my mouth, I could not understand why this was such a "lottery", and it appeared their sales CSRs were making exceptions all over the place. She then told me that anyone not on the original marketing mailing list who was told they got the offer would have their PS3 shipment revoked! (I really feel sorry for Cox if that's true.) I proceeded with the cancellation of my phone and broadband services. She offered the 10% off my bill, and kept upping the offer, but I made it crystal clear that it was because of the PS3. I've been a good customer for the last 11 years. Too bad for Cox.
I really have to hand it to Cox' marketing department They came up with such a great promotion that it's spreading via word-of-mouth, and they've succeeded in offending their current customers. They really know how to mobilize their installed base to move to Qwest. I'm so disappointed with Cox. I wish I had never found out about this in the first place.
Indeed, it's poor customer service to allow some customers who never received the flyer in the first place to sign up for the PS3 deal. This is why making sure all of your customer service reps are on the same page is essential. But canceling an account because a CSR won't perpetuate the mistake and bend the rules for you? That is an overreaction--but hey, the free market and competition are a beautiful thing, and you can cancel and switch providers any time you feel like it for any reason.
]]>A Best Buy employee loaded the box in their vehicle, and they brought the TV home only to discover that its beautiful 50-inch screen was destroyed. The family says that Best Buy blames them for the damage, and they have now filed in small claims court.
Family's New Big Screen Television In Pieces [First Coast News] (Thanks, Justin!)
A man surnamed Gao, who bought a box of soft drinks containing 24 bottles of Sprite on June 23, 2007 from a supermarket in Beijing, found a three cm long cockroach-like insect inside one bottle of the popular drink.Gao took the company to Daxing court in 2008, asking for 5.1 yuan [75 cents]. The amount included 2.05 yuan for the bottle, 2.05 yuan as a penalty, and 1 yuan in psychological damage. He additionally requested an official apology from Coca Cola.
"I don't want money. It's a lawsuit concerning public interests," Gao told the Beijing News, adding that all his family members have given up the famous brand's products because they are "disgusting".
The company has not issued an apology, and the case has been appealed to a higher court.
Coca-Cola fined for bottled insect in soft drink [China Daily]
]]>We'd have to say that #8, the Water Walking Ball (pictured), provides the worst value for your money, costing $500 and providing you with only the ability to run around on the surface of water like some sort of deranged hamster messiah. Or maybe #4, the levitating hover scooter. It costs $17,000, but it's a levitating hover scooter.
The best value, of course, is #10, the Cody Box Kite, which can theoretically lift a heavily armed man hundreds of feet off the ground to... I don't know, shoot at birds or something. It costs $50 and promises hours of death-defying fun. Or #2, a military surplus tank. Tanks are always a solid investment, no matter how much they cost.
The 12 Most Insane Things You Can Buy on the Internet [Cracked] (Thanks, Dirk!)
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