I recently bought a new HP Pavilion notebook. My goal when I ordered it was to buy the best product I could afford that met my needs.
As much as I tried to resist the add-ons they always tempt you with, I could not resist adding on an all-in-one, wireless photo printer. For the longest time, I’ve wanted the ability to easily make photo copies (instead of using my scanner) and print straight from my computer to printer with no wires.
So, when I saw I could get a nice all-in-one with my notebook and then get a $70 mail-in-rebate on the printer, I jumped at the chance.
The only problem was that I never received the printer. Instead I got a phone call from Fed Ex telling me that it appeared my printer may have gotten wet. Actually their words were, “We opened the box and took everything out and the printer looks okay, but the box is really bad. Do you still want it?”
Well, gee, if it is electronic and it got wet, and you’ve removed it from it’s original packaging and all, then NO, I don’t want it thank you.
So Fed Ex returned it to HP saying it was damaged in transit. Unfortunately for me, I naively believed that HP would send me another printer and all would be well.
But they didn’t. They just accepted it as a return and credited my credit card. When I finally called to find out where my printer was, they said I would have to re-order it.
And then there was the kicker: The customer service rep said I would no longer qualify for the $70 rebate because I wasn’t ordering it at the same time as a notebook.
I politely explained to the rep that I should qualify for the rebate because I DID order it at the same time as a notebook, and that I NEVER RECEIVED it due to no fault of mine. The rep was rather snotty and told me “well, that’s the way it is” and asked me if I still wanted to re-order the printer. I told him there was no way I would re-order it unless I could get the rebate. He said there was nothing he could do. At this point, I got snotty and said, “Well I guess I’ll have to buy my printer someplace else” and promptly hung up.
I was still mad about the whole thing, so I sent HP customer service an e-mail explaining my case. I got a quick response back from them that basically said they understood my problem but that I would have to call the 800 number again, ugh.
Well, I called again, and the customer service rep actually listened to my story. When I explained that I had previously been told I couldn’t get the $70 rebate, he said, “Well that’s ridiculous. Please hold for a moment.”
When he came back, he told me he had talked to his supervisor and that I could re-order the printer (with free shipping ) and get a $70 credit on my bill! So now I will be getting my printer, and the credit and I won’t have to send in for the mail-in-rebate!
I’m glad that I didn’t let my anger over the situation prevent me from following through. My persistence paid off and soon I’ll be printing coupons and other goodies from my new printer.