18 February 2008

Mark Hurd
Chairman of the Board, Chief Executive Officer and President
Hewlett-Packard Company

Via: Web mail form

I just wanted to let you know that I am one more HP customer who has had a very bad experience with her HP purchase. HP Total Care has been totally unsatisfactory as are your policies concerning dealing with what is obviously a faulty product.

I have spent nearly 100 hours on the phone with your support, or loading and unloading my applications and data due to hard drive failures.

I asked my IT department's advice before buying a new computer for my personal and home business use, and the advice was don't buy an HP. I believed that HP had improved over the years since my last bad HP product experience. You have proven me wrong.

I won't bore you with details. If you want them, you can read the entire sad saga here: http://mercerville.org/

As a web developer with an extensive web of customers, vendors, peers and contacts, for the past year I have let everyone I know, know just how bad my experience with HP has been.

Many of my friends and their friends know I am in the internet business and ask me for advice on purchasing computers and now I tell them without hesitation, do not buy HP.

Good luck with recovering your reputation. As far as I am concerned I will never have another product with the HP name in my office or home, nor will anyone I know.

19 February 2008

Thank you for taking the time to send HP your comments. We apologize for the difficulties you've experienced. Your comments have been forwarded to the appropriate people within Hewlett-Packard for their information and review. Your input is important to us and very much appreciated. Sincerely,
CEO Customer Relations