Reviews Written By: A1JP95IBV7UUQJprovided by Amazon.com |
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 | HP C7180 Photosmart All in One Printer | |
 | "Machine ok--but HP's repair policy is UNCONSCIONABLE" | 2009-03-04 |
| I sent the e-mail below (from which I've deleted my machine's seral number) on 11 Sept 08; save for a form e-mail dated 12 Sept 08 saying "On behalf of Hewlett-Packard we apologize for the recent frustrations. We appreciate your taking the time to let us know your thoughts on this matter. Your message has been forwarded to the appropriate group within HP for further review."--HP HAS NEVER RESPONDED, EVEN THOUGH I ALSO FORWARDED MY E-MAIL BELOW TO THEIR CEO. THE ONLY ADDTL RESPONSE I GOT WAS ONE OF HP'S FOLLOW-UP SURVEYS ASKING IF I WERE HAPPY WITH THEIR SERVICE! THIS IS OUTRAGEOUS AND SHOULD BE ILLEGAL--I MEAN THEIR SELF-SERVING AND FRAUDULENT "REPAIR" POLICY BELOW. For nearly 20 years my family and I have used Apple computers and HP printers. But my experience with your HP Photosmart 7180 All-in-One machine-and your company-has been a major disappointment. I bought my machine directly from HP in about March, 2007. It had the printing, scanning and faxing capabilities I was looking for as I try to launch a small business. From the start, however, I was amazed at how poorly this sophisticated machine was supported by its accompanying manual. When I wanted to calibrate its scanning operation, for example, I found that the manual simply does not provide information compatible with the on-screen illustrations-so the consumer is left to muddle through. (By the way, I was not able to find additional relevant information at your on-line support site either.) The labelling on the machine itself is also ill designed for easy legibility-truly remarkable with all the experience you have and your market leadership. But what has prompted this letter is my recent experience when, following a paper jam, my machine failed to print. First, I found that you no longer support Mac customers over the phone. Okay-I've learned my lesson; you won't get my further business. But I can say your on-line "chat support" person was excellent-except that he was unable to resolve the problem, saying it likely demanded a trip to an authorized repair service. So he pointed me in the direction of a nearby Radio Shack store, to which I took my machine on 2 Sept. They said they'd call in a week if the repair would cost more than $100; otherwise, I'd have it back within two weeks. When the phone rang today (11 Sept) and the caller identified herself as calling for Radio Shack, I assumed it was to tell me the machine was ready for pick-up. Unfortunately, however, as you must know, that was not to be. The Radio Shack person said they could not get parts from HP, per HP policy, and instead, again per HP policy, could only offer me an exchange for a refurbished model with a 90-day warranty for $200, about $50-70 less than what I had paid for it new 18 months ago! What an insult! (And what a racket! I declined. Then I asked why HP and Radio Shack apparently misrepresent that Radio Shack is authorized to repair HP machines when it not given the parts to do so. There was no answer. Finally, I asked if there were a direct HP repair service; she said that HP would only offer an exchange at the $200price for a refurbished machine. Well, I find this approach to business offensive and unacceptable on HP's part. I can put up with your self-serving approach to ink sales-but depriving customers of the ability to get their machines fixed and having an outside "authorized" vendor misrepresent their ability to do so is outrageous. Having spent many years in corporate affairs for a Fortune 50 company in another industry, I fully understand that misunderstandings can occur. So I'd be pleased if you and your office were able to resolve this matter satisfactorily. | ||
 | Seagate FreeAgent Desktop 500 GB USB External Hard Drive ST305004FDA1E1-RK | |
 | "Product is fine but lacks any instructions for first-time users" | 2008-05-02 |
| Although I'm a longtime and moderately knowledgeable home computer user, I was amazed at the virtual absence of installation info with the product; and the online info actually conflicted with the minimal info that came with the product. Fortunately, Seagate has a very good free phone support service and their patience and knowledgeable help got me up and running--although it took longer than it could because they too made assumptions about what was obvious (to them as experts). But the product is highly satisfactory. By the way, it's also good precisely because it has its own power supply, thus enabling use of my iMac's keyboard USB slot which will not accept unpowered connections, and some external hard drives are indeed unpowered. | ||
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