HP: Keeping Promises

Yesterday Gethuman made a post about a Target customer whom did not receive a 10% discount the company had promised him. After many phone calls and an e-mail the customer was immediately given the 10% discount and an additional $25 gift certificate to the store. The blogged closed by askin if this was enough. Not in advocacy in greed but a sincere question about what we as consumer expect from companies when they do not follow through with the incentives promised.

Compared to what happened to a recent Hewlett-Packard customer Target went above and beyond. Hewlett-Packard offered a $100 rebate to customer who purchased the new HP Mini 311. A customer named david ordered a "HP Mini 311 Netbook for $400, and paid an additional $29 for S&H and $32 for sales tax." A few minutes later he received an additional notification from Hewlett-Packard that he would receive cash back for $100. After receiving his laptop David was then told that the cashback was canceled. When provided with a list of "common reason"(i.e. returning the purchase) for cancellation none applied to his particular case. David has approached Hewlett-Packard on many fronts: Phone calls, e-mail and live-chats. All agreed that he was entitled to the rebate but no one seemed able to resolve it.

For Gethuman what made yesterday's post about Target important was the fact that the company was able to recognize a mistake had been made and were quick to move the message to someone who could help. Companies make mistakes, it's how they handle them that is important Hewlett-Packard owes a rebate

Hewlett-Packard (HP) Phone Number & Customer Shortcuts, Ratings & More ›

Posted by GetHuman on Tue, 3 Nov 2009 3:18am