BBB Complaint filed with HP

I also filed a complaint with the Better Business Bureau of San Jose. I don't have a link to the case and don't see a spot on the site to check the status of the case, but I will pass on this info as applicable.

COMPLAINT ACTIVITY REPORT Case # xxxxxx Better Business Bureau of Silicon Valley

Consumer Info: Flesch, Sean Business Info: Hewlett Packard
(I removed my info) 3000 Hanover St MS1247 Building 6A
Palo Alto, CA 94304-1112
800 756-0608


Location Involved: (Same as above)

Consumer's Original Complaint :
HP uses a program called a Tattoo which puts the model and serial numbers in the BIOS. They use this on their website http://welcome.hp.com/country/us/en/support.html?pageDisplay=drivers for instance to identify the product. The recovery software also uses this to identify the model number and install the proper software.
Problem 1: Their phone support people don't know what this is, so they can not properly troubleshoot the problem. Customers (other than myself) don't know the problem either, so they get the run around.
Problem 2: If you manage to explain to the tech support people what it is, and they get you to send the unit in, the repair center does not know to put the model information in the BIOS using the tattoo. Even after four (maybe more, I have lost track)repairs.I have an open case with HP, and have so far had it escalated to a Case Manager's manager and am waiting for a call back, but I believe she will also have to escalate this. There is no easy way for these folk to talk to the other people in the company to get this problem fixed.

Consumer's Desired Resolution:
1) I would like my laptop either replaced, or repaired properly with a warranty extension2) I would like the repair center(s) to be instructed on the proper procedure for using the tattoo3) I would like the technical support (phone) people properly trained on identifying this issue for people who have had their motherboard replaced previously (or for any other reason the tattoo may be incorrect)4) I would like HP to offer to "repair" any of the units that were not tattooed in the past, even if they are not under warranty and provide some kind of press release on their website (preferably their main site) stating so and maybe even providing a web based tool to identify these PCs.

BBB Processing

07/31/2008 web BBB Complaint Received by BBB