Dear HP Singapore Management Team,
I wish to raise some issues for your response.
Situation - Sent in desktop for repair on Feb 17,2012. Collected on Tuesday (I think). The repair costs about $101.65. I was told I could not pay using Credit Card. I was told that I should have been informed to bring cash. Just when I was about to pay, the customer besides me asked and was told he could pay using credit card. I was puzzled. So I asked why the other customer can pay with credit card and I could not.
You noticed I am being about the details as the service documents have been taken from me when I collected my complimentary car park pass. (I think).
I was told about my desktop being another entity with a very strange sounding name. That entity has not installed the credit card machine yet.
1. Should a customer be informed that the equipment will be serviced by an external party even though it was collected by HP? I thought I was dealing with HP. I found out later that the entity was "Jabil Circuit (Singapore) Pte Ltd.
2. I am concerned as to how I am being charged for service rendered by an external service provider as compared to being serviced by HP. There is a difference in profit motivation and incentive motive here.
3. Is there a recording of the telephone conversation on the repair? I thought I had agreed to a lower service cost when I talked to the engineer.
4. HP has a practice of imprinting the service fees AFTER the customer had signed on the form.
5. Should third party supplier's name appear on HP documentation? Should third party credit card machines appear in HP service centre? Even if it is for accounting convenience, should the customer be inconvenienced?
6. I had wanted to raise my concern with the Service Manager at that point in time. But after waiting for about 10 mins, I was told that the Manager was not available and will contact me later. Till today, I am still waiting for the call.
7. I googled for an email address to privately address with HP on my concerns. But apparently, there is no channel for service quality issues. There are plenty of channels for sales, marketing and repair questions.
And thus this open letter to attempt to solicit a response.
Good day.
