Buying a Netbook - Part III - The Search for Service

So, the story continues. I just got off the phone with three different HP reps. And no, I've still not managed to purchase a battery.

I called the HP Shopping Canada 877-231-4351 number. I eventually made it through to a nice lady who was very kind and patient. I explained the situation briefly, but I think she didn't believe me... she seemed a little bit puzzled by my inability to make a purchase of the much-sought-after battery. However, she started to check on a few things for herself and quickly found out that I was not some nut case or incompetent idiot. The battery was listed, but just not available. She eventually went on to state that they didn't have the part (well, duh...), and that she didn't know when they would get it... or IF they would get it.

If they would get it. Uh-huh. She said the "if" word.

That was a bit annoying and although I said so, I stayed calm and polite and even had a laugh about it when I suggested HP's shopping service should be "Dave Carroll'd". She didn't get the reference at first, but once a few key words were bounced around ("united" "breaks" "guitars" "devalued stock") she seemed to understand and chuckled (in a few years, being "Dave Carroll'd" will be a common consumer tactic when attacking a corporation). After she took my name and number and said she'd call back if she could get some more information, she transferred me to Corporate Complaints.

Now, I'm usually pretty good with foreign accents. I can mimic quite a few and after a decade of talking with lots of different folk on the phone, I can wade through a thick accent like a guide with a machete goes through jungle underbrush. But the lady on the other end of the line... well, she was very nice and polite and her use of English was fine, but her accent (no idea on this one... it sounded like a mix of some Eastern European language and Spanish) made it very difficult to decipher what she was saying... I wasn't even sure I had reached the right place. However, after a few minutes of explaining the situation (yet again... I'm going to transfer this tale to my blog and just tell reps to go there...) we managed to establish some rudimentary communication (I can see why she'd be good as a corporate complaints' doorkeeper). After listening to my tale, she suggested that I contact another battery site, one HP recommends, battery-plaza.ca, for the part I wanted. I checked - they didn't have one either... surprise, surprise. She then politely explained that even though my shopping experience so far, was less than positive, I should next try "tech support" as they might have the parts available to their department. She gave me their number and sent me on my way.

Fine. **SIGH**

I called the number (800-474-6836) and was eventually steered to a very nice French lady... who promptly informed me that I had been redirected to the French tech support line instead of the English (perhaps their own automated voice menu system is in need of a battery that can't be bought). However, instead of putting me back into the hold cycle, she attempted to assist me. Again, I went through the tale. And again, an HP rep sounded dubious as to my claims. But, after more checking, she did confirm my story, and unfortunately, told me that did they did not have the part either. She finally gave me a great suggestion:

Contact the CEO of HP directly. Apparently, he has an e-mail link somewhere on the HP website for just this sort of thing... if it can be found! Anyway, it's something I plan to do if if the HP reps I met at Best Buy haven't gotten back to me by next week.

And the tale goes on and on and on....

Stay tuned for more exciting adventures in the next episode of "Battery Quest!"