reneirwolf878
06-26-2005, 05:14 PM
Well, a few weeks ago my iPod started acting up on me. It would skips songs, stutter, or not play a song at all. Restores would not fix it and the problem would recurr.
I used HP's email supoprt and they had me run a diagnostic HDD test. It tok only 45 minutes to complete and then I was told to call to speak to customer reps on the phone.
The first time I called the rep told me to do what the email service had told me to and then instructed me to do again what I had already tried, restoring. Frankly, he was of no help and a waste of my time.
I called back a second time and an other rep told me to restore again and then he marked my case file as recurring. He told me to call back again if the problem happened. Again, a waste of my time.
Finally, on my third call the agent asked me for my case # and then said the "HDD test only took 45 minutes? That's a problem we'll replace your iPod for you right away." He also told me that the other agents totally missed this red flag and apologized for taking so long to fix my problem.
I was given a choice, either: 1) send in my iPod and have then test it and ship a new one out if they deem mine to be defective, or 2) charge me $400 for a new one to be sent out and then have me send mine back to them. If they deemed the returned iPod to be unrepairable they would refund the $400. I choose option 1 and sent it out on a monday.
Using a UPS tracking number I saw that it arrive on wednesday afternoon. That very day I got an email from apple saying that a new ipod had shipped via 2 day express.
Needless to say, I am very pleased with the support and am enjoying my new ipod. Rock on Hp.
I used HP's email supoprt and they had me run a diagnostic HDD test. It tok only 45 minutes to complete and then I was told to call to speak to customer reps on the phone.
The first time I called the rep told me to do what the email service had told me to and then instructed me to do again what I had already tried, restoring. Frankly, he was of no help and a waste of my time.
I called back a second time and an other rep told me to restore again and then he marked my case file as recurring. He told me to call back again if the problem happened. Again, a waste of my time.
Finally, on my third call the agent asked me for my case # and then said the "HDD test only took 45 minutes? That's a problem we'll replace your iPod for you right away." He also told me that the other agents totally missed this red flag and apologized for taking so long to fix my problem.
I was given a choice, either: 1) send in my iPod and have then test it and ship a new one out if they deem mine to be defective, or 2) charge me $400 for a new one to be sent out and then have me send mine back to them. If they deemed the returned iPod to be unrepairable they would refund the $400. I choose option 1 and sent it out on a monday.
Using a UPS tracking number I saw that it arrive on wednesday afternoon. That very day I got an email from apple saying that a new ipod had shipped via 2 day express.
Needless to say, I am very pleased with the support and am enjoying my new ipod. Rock on Hp.