[Resolved]  HP Design Jet 500 Plotter — Poor Service Response

We would like to bring it to your kind notice about the Service response, regarding our HP Design Jet 500 Plotter (Model C7769B) with Serial Number: SG53A9105F.

We had an error message in our plotter, displaying “Error 81.01” and when we tried calling customer care on 21.10.2008, we were instructed to identify what the issue was, over the phone. After that it was identified that the paper feeder motor was at fault and was told that we will be getting our quotation for service from our local (Chennai HP Service Centre) and they gave a Case No: [protected]. But to our surprise, we did not receive any quotation even after 10-15 days.

So on 11.11.2008, we have again called up Customer Care, where we were told that a Call Management Group (CMG) from Chennai was supposed to send us the Quotation and the Customer Care executive gave a contact number in Chennai, which is[protected]/41/40/42. When we had called up these numbers, it was Service Department, so we were told to contact the Quotation Department – Contact Person – Ms. Harini at[protected].

They claim to have sent us the quotation but we dint receive that. So we gave our Confirmation for paying the Service Charges of Rs. 1685/- through mail, which they received and we were informed that we will have the Service Engineer by 12.11.2008 morning.

On 12.11.2008, Service Engineers came to our office and gave us the Service Report which is enclosed for your reference. Payment of Rs. 1685/- has been made by us immediately and the receipt of the same is also enclosed. Just for giving the report in writing we have been charged Rs. 1685/- (as the same was told by the Customer Care executive through phone).

Also, we were told by the Service Engineers that they would get back to us with a test spare, using that they would check the functioning of the printer and after their confirmation regarding the spare, we need to place an order for that and after receipt have to pay for the same.

But neither of the above happened.

Today (18.11.2008, around 11.30am), when we called up the Service Number of the CMG, we were informed that the Quotation Department has not forwarded our Case for them to provide the Service. Further when contacted the Quotation Department, they claim to have sent the Quotation through courier on 14.11.2008. They were not able to give us a clear picture about the need for that Quotation. In the afternoon, around 2.45pm, we received the courier.

Our queries regarding this Service:
1. We were told, by Service Engineers that they will come back with a test spare – now we have received Quotation for purchase of new spare. What if this spare does not suit or if the plotter does not function properly?
2. The Quotation was sent on 14.11.2008, but it is dated 21.10.2008 with a statement saying it is valid for only 21 days from the date of Quotation.
3. When the Service Engineers had come to our office on 12.11.2008, how can the Quotation be prepared before that date?
4. Quotation includes a Service Charge of Rs. 1500/-, will be we charged one more time, if we get the spare mentioned in this quotation does not suit our plotter?
5. Even we were not given any proper response, when we had asked about the test spare that the Service Engineers told us, when they has mentioned the same in their Service Report.

We write this to know the actual Service process of HP, so that it would be easy for us to decide, well before procuring HP products in future and for making any request for Services – for the exiting HP products in our Company.