THE DELL COMPUTER AND
HEWLETT PACKARD FIASCO
Everyone who has or will have a computer should read this.
DELL COMPUTER
Several years ago I had two Websites and was writing war documentaries for them on my top
of the line Dell Computer. I had an HP scanner and a HP Laserjet printer. I never had a problem, and the
system was used extensively. I never had to call customer service so I was satisfied. In a twist of fate
I had a quadruple bypass, with complications for six months. I really thought I had reached the end of the
line, so I gave the entire setup to my son. After six months to my surprise I was still alive. I also missed
my computer. I still owned the two Websites, so I decided to buy another computer. I saw a half page photo
in an ad in the newspaper for a Dell 520 and a 17" monitor. That was all I really needed as most of
my work was done in Microsoft Word. I called the sales department, and that's when the crap started. Since
I had owned a Dell they apparently still had information on me. The salesman said not to worry I have your
address, phone number, etc. I told him I moved over a year ago and all his information was wrong, including
the phone number. He then suggested I get the "slim line" tower. I told him repeatedly I did not
want that tower, and again went over my address and phone number. So the computer was delivered, to my old
address. My old phone number was listed and I was shocked to see a "slim line" tower, which I
specifically told him I did not want. I was infuriated over the incompetence, the salesman never heard a
word I said. I needed to put a correction on my Website so I plugged in the computer. I got a message to
enter the product number. I did this, ten times. Each time I got the message that my product number was
wrong. So I could not even get started. The "slim line" was junk, very poorly made with a flimsy
CD insert that was Vertical, which I did not care for. I tried calling "customer service", which
is a joke. I sat for hours listening to recorded messages, no humans. I was finally given another number
to call. A man answered who spoke no English. I told him I could not understand a word he said, so he hung
up. It was redial, wait 45 minutes, listen to recorded messages. I finally got another "technician"
who spoke a few words of English. He gave me several incorrect procedures so I could continue. I was turned
over to a woman who spoke very limited English, and had no knowledge about my computer. I asked her where
she was located, she said Bombay, India. I decided the computer was not anywhere near what I ordered, and
would return it. Return it to whom? It was many more hours of waiting and recorded messages, finally told
to return it to the address on the UPS label. I carefully placed everything back in the original box, took
the three boxes to UPS. I fully insured the shipment. I never heard anything for two weeks, but since Dell
has no customer service I spent hours trying to find someone to talk to. I was told part of the shipment
was received, they did not get the monitor. I went to UPS. They had full records that they had delivered
the three boxes. Several months followed with no answers, no customer service. I swore I would never speak
with anyone again about my computer.
A NEW COMPUTER AND THE HEWLETT-PACKARD FIASCO
I decided I would buy another computer even though Mastercard billing was a real nightmare.
This time I would get an HP. I went to Office Max who had exactly what I wanted. I bought a HP Pavilion
computer, a HP 4890 Scanner, and a HP 1630 Laserjet printer. I was impressed with the quality. I plugged
it all in and everything worked perfectly. I had not tried the scanner yet. I get DSL installed, everything
looking good.
THE REBATE SCAM
I must mention here that one of the biggest scams in the U.S. is HP's rebate farce. There
is a problem with it. They don't pay. The Government should look into this as thousands of people are getting
screwed out of a considerable amount. I tried everything possible to get my rebate and never got an answer.
I found out through others that it was a universal policy not to pay. After three months I got a form note
saying "we are not paying your rebate because you failed to meet our requirements". Almost every
HP customer will verify that it is almost impossible to "meet their requirements." Someone should
put a stop to this. In the meantime the old problems with the lost monitor with Dell and unbelievable incompetence
on the part of Mastercard. So problems with Dell, Mastercard, with the real problem yet to come.
HP, FAULTY EQUIPMENT, AND BOMBAY, INDIA
My new computer was a beauty, well made, fast, and the best printer I have ever had. There
was one small problem: The HP scanner would not work. Once again I was on the phone all day for weeks talking
with people in India. One technician put my computer on remote. Big mistake. My computer crashed, several
programs were removed including Word, and for a finale the printer stopped working. The rep. said the entire
system was broken and had to be returned to HP. He said I should buy a two year extended warranty. Why?
My computer was under the original one year warranty. Another tech. said I should send this one back and
buy a "Customized Computer" and he would handle all the paperwork. I asked what the hell is different
from a "Customized Computer" and the one I have, which has everything I need? Four different techs,
were unable to get the scanner operating, or recover my programs, or get the printer working. I was sick,
and the months of BS was really affecting my health. I deleted everything involving the scanner, ran system
restore, got my programs back and got the printer running. Now we still had the scanner that never did work.
I demanded that I speak with someone who spoke English, and was soon connected with someone in Canada. He
said my software for the scanner was 5.3, and he would send 7.0 and everything would be O.K. Really?
I received the 7.0 and started to run it. Near the end it stopped and a nice notice said "THERE IS
A MAJOR PROBLEM WITH THE INSTALLATION, IF YOU CONTINUE THERE WILL BE MAJOR DAMAGE TO YOUR OPERATING SYSTEM."
I have tried to explain to the people in Canada and India that I am certain the problem is that the software
for the scanner is obviously not compatible with the printer software. Once more dozens of letters, phone
calls, and not one single return. I never got one answer. I now have a brand new never used HP scanner ,
still under warranty. To prove that my thinking is correct the next chapter will make it all clear.
CANON TO THE RESCUE
Much of my work requires the extensive use of a scanner, so I stuck the HP back in the box
and bought a CanoScan 8600F. I ran the software and within ten minutes it was up and running. What a great
machine, it IS compatible with the HP printer. So my whole system is working. I will never forget the hours,
days, and weeks I spent with these three companies. The fact is that nobody gives a damn about anything.
I have yet to receive any answer from Dell or Hp. I can only hope they both get what is coming to them.
I have only covered a small part of the entire episode as the whole story would probably overflow the Internet.
So that's my story, and yes I am pissed. Anyone need a brand new HP scanner.
Every word of this story is true; Wayland Mayo
Home Page
|
