Hello, dear reader. I attempted to buy a desktop from HP. Things did not go well. Below is a copy of the email I sent through HP's website that goes to CEO Meg Whitman. As if anyone believes Meg will ever read it.
Dear Ms. Whitman,
I am writing in regard to the abominable service I received while trying to place order no. H120964216. Having placed the online order on January 2nd, I received an email that evening declining the purchase unless I called a service number. Since it was after your customer service hours, I called my credit card bank. They told me that they had approved the charge. The next morning I received an email stating my order was being processed. My faulty assumption was that my order was, in reality, being processed.
I initially called customer service on January 12th, asking for an update. I was informed that my order was still declined. The service rep attempted to call my credit card company to verify – what, that I was me? The card company refused to do a third-party verification due to privacy issues, as they should. The rep next tried to use a service to verify – I don’t know; he didn't say. I’m guessing my shipping address. As it happens, I moved in December and public records don’t update that quickly. He said a manager would call me the next day. A manager did not call. I called the evening of the 13th, and was told that there was no request for a manager to call. I was further told that -- whoever decides these things -- might want me to use a different credit card, one whose bank would give third-party verification. Before hanging up, your rep told me that I would receive an email regarding this decision within 24 hours.
Today is the 17th, and no email has arrived. I called for a third time and was told that it was determined that I need to use a different card or use Paypal. I do not have or use another credit card. I am not setting up a Paypal account for your benefit. I understand your need to avoid fraudulent purchases. However, my bank approved the purchase, yet you declined to accept their decision. This, on top of the complete lack of follow-through promised by your customer service reps leaves me little choice. I have cancelled my order. You have lost a sale. You have lost a customer.