OK, I recently posted about my HP Laptop and promised to update you on any interesting escapades which occur whilst I try to get it repaired.

Firstly, I would like to point out that my colleague Seb managed to send his ACER tablet off and have it back within four days. It arrived this morning – they even cleaned it thoroughly to make it look brand new. What’s more they added a new DVD drive as unbeknownst to him that was faulty too.

So to ACER’s customer service team, I salute you for a brilliant repair job and excellent customer service. Seb is absolutely delighted and I can’t blame him.

And now for the flip side of customer service.

We bought my HP laptop back in November and unfortunately it has never worked properly. It’s a shame as I actually like the thing as you are aware.

  1. So I routed out the receipt in our accounts system and called the helpline number on the receipt. The voice on the end of the phone took me through a series of questions – as they do – and then asked me to take it into the store – OK I thought no worries.
  2. So I spent my lunchtime today driving to the store on their advice. When I finally arrived the team there told me they don’t deal with anything more than 28 days old – even though their helpline told me to bring it in – hmm interesting.
  3. The store give me another number  to try. So I reluctantly drove back to the office and called the number and after a further 15 minutes of questions they said they couldn’t help me either and gave me another number to call.

Are you bored yet? Yep, so am I….

  1. So I called that helpline number, and yes you’ve guessed it, they can’t help me either – genius customer service
  2. They asked me for my number and said they will get someone to call me back – I am not holding my breath but that was more than two hours ago.

To be continued…….

About Chris Norton

Chris Norton is the founder of Prohibition and an award winning communications consultant with more than twenty years’ experience. He was a lecturer at Leeds Beckett University and has had a varied PR career having worked both in-house and in a number of large consultancies. He is an Integrated PR and social media blogger and writes on a wide variety of blogs across a huge amount of topics from digital marketing, social media marketing right through to technology and crisis management.