Critical Section

As the laptop turns - episode 10

Friday,  05/13/05  10:27 PM

The saga of my laptop trouble continues...  (Links to 1, 2, 3, 3.5, 4, 5, 4.5, 6, 7, 8, 9)  Here is episode 10...

-----Original Message-----
From: Ole Eichhorn []
Monday, April 04, 20055:48 PM
Subject: episode 10 - as the laptop turns

By this time you’re either on the edge of your seat, waiting for my next laptop episode, or so sick of this you’ve already clicked delete.  Anyway for those of you still reading, here’s the latest news…

Remember I had some choices?  And well I chose door #2.  I called HP and rather sheepishly explained my plight to a sympathetic service advisor.  So guess what?  No, no donkey behind door #2, it was another new laptop!  My plea worked!  They went ahead and sent me another brand new laptop, this time the exact model I wanted.  Nobody deserves this, right?  (I know what you’re thinking: “you sure don’t”.  You’re right :)

So I now have a Compaq nc8230 which is even thinner than my original laptop, and a wide-format screen at 1650x1050 pixels.  It is pretty darn cool looking, sleek, gray and black, blue LEDs, the works.  Nice keyboard.  And the specs are better in every way than my old laptop.  Traded in the SUV for a sport coupe, I did.

There have been a few drawbacks.  First, I’ve had to migrate my entire working environment three times in the last month, first to a desktop after the original disaster, then to the new laptop, and now to the newer laptop.  I’ve become pretty good at configuring the thirty-seven programs I use every day.  Then there’s the fact that I now have to get a new port replicator, a new spare battery, etc., because all of my laptop accessories are incompatible.  So be it, a minor inconvenience and expense considering everything.  And finally this laptop is so  w i d e  that I needed a new laptop case.  Oh wait a minute that’s not a drawback, that’s a shopping opportunity!  Yay, time to buy a spiffy new  w i d e  laptop case.

All’s well that ends well.

Of course, it hasn’t quite ended, yet.  Here I sit, with my old laptop and all it’s various accessories (which sort of works, but is a bit cranky), the new laptop (brand new, back in the box with all the original packaging etc.).  And it appears HP does not want either the old laptop or the new laptop back!  This can’t be, you say?  Well I’ve called several times now to ask what I should do, and they take messages and say they’re going to call me back, but so far – nada.  So there will be at least one more installment to the story.


P.S. At the highest level you could conclude HP has lost a fortune on this incident, clearly you should short their stock.  But I don’t know about that.  I am a happy camper, and I would definitely buy another HP laptop.  (If I they don’t keep giving me new ones).  Their service was crummy in the beginning but they made it up to me in the end.  And finally, I’m telling everyone I know about it.  So maybe you would buy an HP laptop, too.  That’s the thing about customer service, the ROI is so hard to compute.  Based on this, I think you should go long …

Continue to episode 11...

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