They sure know how to milk money from the masses........
I have a problem with the all in one and they want to scrap the
machine and replace with a repaired unit for MYR$ 400.00. This is a
big rip off......and the service staff are lying that the pin head is
not working. I have proof that the same morning b4 bringing it to them
it was working as I had printed a test copy.
They have not replied letters send to them...can any one assist......
I
ELESH KUMAR POPTANI
33-18-13A VILLA SCOTT
JALAN SCOTT, BRICKFIELDS
50470 KUALA LUMPUR
MALAYSIA
27TH November 2006
DIRECTOR
HEWLETT-PACKARD (M) SD. BHD.
HP TOWERS, 12, JALAN GELANGGANG
BUKIT DAMANSARA
50490 KUALA LUMPUR
DEAR SIR,
RE: COMPLAIN ON QUALITY, SERIVCE AND RELIABILITY OF HP OFFICEJET
AND REQUEST OF REFUND
It is ridiculous to pay MYR 400.00 for the exchange of my HP Laser
printer/fax /scanner, which I purchased at RM1050 via invoice 14935
on 5th April 2005 just because the message appears "Insert Black
Cartridge".
I am surprised that your service staff is demanding to replace with
one of your used and repaired units for my unit which has hardly been
used and that also with a payment of RM400.
What archaic rules, stone age regulations being implemented. I am
totally aghast that I will now have to spend sleepless nites because I
had bought (I TOUGHT) a better quality HP printer /Fax/Scanner for my
children and my house. Now the nightmare starts.....in getting your
engineers to look into this technical problem...what I get from your
sales personnel at Low Yat Plaza (SALES CENTRE) and your service
centre at Wisma HP at Damansara.......YOU HAVE TO PAY MYR$400.00 AND WE
WILL SCRAP THIS UNIT AND REPLACE SIMILAR UNIT WITH 3 MONTHS
WARRANTY?????
( Mentioned not by your person who checked the unit first...he said I
will have to wait 3 days at least for it to be repaired....but was told
at the customer service by your staff and reemphasized by the so
called MANAGER the SCRAP policy ...SHE SAID LET ME EXPLAIN THE SCRAP
POLICY >>>this is to make things easier as the cost of repairs is not
known????????) ..THIS IS DONE WITHOUT A THOROUGH CHECK ON THE MACHINE.
I MUST SAY YOUR GUYS HAVE BEEN TRAINED PROFFESIONALY TO DO ALL LIGHT
ROBBERY.
I will be sending out this letter to all the relevant authorities and
consumers in all the countries to see if you are overstepping the
required laws. I will further advertise my predicament in the
necessary -medias to highlight this problem of very high handedness
if my full refund is not given within 48 hrs of this email.....the cost
of traveling and the friction caused between me and my wife. .
I would like to put a stop to this unfair barter trading which does
not benefit us laymen.
A brief Summary of the above:-
At your HP Authorised Reseller, at point of buying, a very good
customer service was rendered also assuring us that any problems
during or after the guarantee/warranty period just bring over to
Mobility Square or bring directly to HP office at Bukit Damansara. My
wife and I were assured of servicing or replacing any parts should
there be any problems later on. Also assured all parts are
approximately ranging from RM50 to RM60 and recommended us to buy the
good one worth RM1050 as the life span is longer compared to the
cheaper ones. " Are they seriously authorized resellers or bogus
resellers?"
The problem with our HP officejet was that the message on the screen
was showing "insert black cartridge" despite the cartridge being
there. How ever I was able to do a print test dated 17th Nov 2006. So
the HP officejet is still in working condition except due to the
remarks on the screen I just can't Photostat/normal print from the
computer screen.
Not even coming to know this problem the staffs at the Mobility Square
very easily and comfortably told us at the entrance itself "Just pay
us RM400 and we get you another one with 3 mths warranty" To complain
to you HP HQ I needed the staffs names but non of them wearing name
tag and when asked by my wife they mentioned they are known as dealer/
resellers. Surely we know that! But don't they have a name?
On Mon 20th Nov 2006 my wife and I went to your Head Office at Bukit
Damansara.
(i) First person to check "En Hassan" he tried forcing and pushing the
cartridge very desperately with his finger with all his energy to get
rid of the message "Insert Black Cartridge", we are not in this line
but least we know this is not the right technic, won't that much force
and pressure cause further damage?? Don't you send them for some basic
training to right handle the HP officejet? After everything failed,
his force and pressure all in vain he gave up and said he need to sent
to the servicing department and it will be ready in 3 days time.
(ii) Now at the counter to hand over the HP officejet your Mr. Vincent
who was not even briefed over the problem by your En. Hassan neither
by me nor my wife somewhat have the ESP (TELEPATHY) brains. He
straight away told us "OKAY THIS PROBLEM CAN BE SOLVED ON THE SPOT!
YOU HAVE TO PAY ONLY RM400 AND WE WILL SCRAP THIS UNIT AND REPLACE
WITH ANOTHER ONE WITH 3 MONTHS WARRANTY."
What kind of training did he go through to get this telepathy brains?
Just let me know so that I can sent my children over there to score
all AAA's in their exam. After some argument on why should we pay
RM400 when Hassan mention it can be repaired, your Mr. Vincent(((WHAT
A LIAR))) directed us to meet up with your Manager.(((SO CALLED))))
(iii) Miss Jackie Khong is not a Manager, she is only a supervisor.
She straight away introduced the same "scrap policy" which according
to her it is to solve any kind of problem brought by customers. There
is no need to check or get to know the problem. She gave us her call
card just to realized her real position. She promised to revert to us
over the phone later that afternoon.
(iv) The next day, 21st Nov 2006, your Miss Mega called us to inform
us that the printer head is spoiled and can't be repaired. All set
with the same in her mind like your other staffs, she also introduced
us the "scrap policy" to us again. Surprising isn't it? Printer head
is spoilt and yet I was able to do a print test dated 17th Nov 2006
prior to sending the HP Office jet to your HQ on the 20th Nov2006. The
print test is kept safely with us as a proof that your Miss Mega is
one step ahead of Telepathy brains. Hers could be six-sense! She then
ended her teleconversation by informing us that she will have an e-
mail sent to us which up to now and today not seen the light yet. What
big bull-shitters!
For justice to be shed on this matter, I hope you will now refund the
price of the printer and the hardship your staffs has made us go
through with.
Yours totally disgusted customer,
ELESH K POPTANI
CC> CAP CONSUMERS ASSOCIATION PENANG
FOMCA
MINISTRY OF TRADE AND INDUSTRY
MITI
US.... FAIR PRACTISES Lawyers Association
Executive team
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Dear Valued Customer,
Your message is important to me. Although I cannot personally respond
to your message due to the volume of messages I receive, I often pass
along suggestions and observations to my colleagues throughout Hewlett-
Packard. If action is required, I'll have someone follow up.
If you need help, other information, or wish to send an e-mail about
particular HP products and services, please visit our Contact HP page.
Sincerely,
Hewlett-Packard Company
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