20 10, 165438+ 10/month1kloc-0/The author walked into HP Gold Maintenance Changning Branch for the third time. This time it was supposed to test why the battery didn't charge, but it caused the hard disk to break down.

165438+1October 12 When entering HP Gold Maintenance Changning Store for the fourth time, many engineers had a bad attitude. It is not the engineer's responsibility to repeatedly push off the bad hard disk, and the responsibility for data loss is entirely borne by the user.

The "good" gold medal service not only completely destroys the hard disk, but also conflicts with users. This is the internationally renowned HP style.

Here's the thing:

165438+1October 10 The battery of the author's HP mini 1000 netbook suddenly failed to charge, so we had to work with an external power supply.

At 9: 30, the author checked the address of HP Gold Maintenance Changning Branch by computer. At this time, the computer is fine except that the battery can't be charged.

10: 34 (with the ticket as evidence), the author walked into the HP Gold Medal Maintenance Changning Branch located in Yan 'an West Road 1448.

An engineer surnamed Wu received the author. The author briefly explained the situation.

Wu plugged in the power and tried to turn it on. After turning it on, he found that it took a long time, and then said that it took a long time to turn it on.

(Note: The startup time is long, actually 2-3 minutes. This state is the same as before maintenance, which proves that the machine is the same as before.

The author replied: There may be something wrong with the hard disk.

Then, Wu tested the power supply and found that it was really impossible to charge.

The author asked: Is it possible that it's the wiring?

Wu looked at the screen, then turned it off, cut off the power, and began to open the keyboard to check the wiring.

As a result, it was found that the author's computer was missing a screw (this was the last time when the speaker cover was repaired and adjusted, the screw could not be found, and it was replaced by a hardened screw in a certain part). After eliminating the wiring problem, Wu found a new battery and plugged it into the author's computer. As a result, it can be charged, which proves that the battery can work normally.

So it is concluded that there is something wrong with the battery and it needs to be replaced.

This machine was purchased in May 2009, and the warranty period has expired, so 690 yuan needs to buy a new battery.

The author replied, just buy it. What is a laptop that can't stand by? Might as well buy a desktop.

Next, Wu kindly said, by the way, check the hard disk.

As a result, it didn't take 5 seconds to answer that there was something wrong with the hard disk (note: the inspection time was too short, maybe the hard disk was broken by this time, but unfortunately the engineer never pointed it at the author's computer, so the author didn't notice it).

Wu suggested that the author replace the hard disk. After confirming that there will be no cost during the warranty period, the author asked what to do with the original data. He said it could be exported with a removable hard disk.

On the one hand, the author thought he was testing with software, so he soon knew that there was something wrong with the hard disk;

On the other hand, since it can be exported by mobile hard disk, it is proved that it can be started normally, and the data can be saved by the simplest way of cutting and copying. So I replied to Wu and asked him to change.

He said that the hard disk should be reserved like the power supply, at least for a week. The author said yes. Wu took out a maintenance list and said that he could sign his name, phone number and date below.

Results At 2 1:30 that night, the author came home and found that only F9 changed the settings .. and F 10 were prompted to enter the Bios screen. Press F9, there is no response at all. Press F 10 to enter the Bios, and the hard disk can't be found at all.

The author estimated that Wu didn't do a good job of wiring when checking the wiring, and decided to get back the HP gold medal the next day.

165438+1October 12 received a message from HP at 8: 47. Your spare parts were shipped from Shanghai, and we will repair them as soon as possible. God, why does it take 1 week to deliver goods in Shanghai? Too slow.

1 1: 34, the author walked into the repair shop. Wu had a rest, and engineer Chen received the author.

Knowing the problem, Chen turned on the power and checked it again, but still only saw pictures of F9 and F 10. So Chen took the computer apart, checked the cable, and restarted it after it was done, but he still prompted F9 and F 10. Then tell the author that the hard disk is completely broken and can't be repaired.

The author is anxious (anyone can be anxious). How can it be broken? I can also check the address here on the Internet the day before, so that you can check the battery problem. By the way, you checked the hard disk and told me today that the hard disk is broken. You have to repair the hard disk, at least the data.

Chen replied without thinking, how do I know if you damaged your hard disk when you went back last night?

Author: So you are questioning my integrity? It's not your engineer's fault that I broke the hard drive. But when I turned on the computer boot data last night, it was already such a prompt screen, which proved that there was a problem before. When I came to repair it, your engineer said that the boot time was too long and it was not completely broken. Now you're telling me it's completely broken. Isn't it your fault?

Chen said: Of course it's not our fault. Since your hard disk needs to be repaired, there is something wrong and it may be completely broken at any time.

Author: I've been on for a long time, and it's a chronic disease at most. I showed you the result, which accelerated my death. I won't ask if it's your engineer's problem for the time being, but I have to ask you to help me find a way to get the data out. I have to write a paper. Who will pay for the delay in writing the paper?

Chen righteously replied: this is not within our business scope. You have to take it out and find someone to recover the data to help you deal with it. We are not responsible for this.

Author: This is your so-called gold medal service, completely breaking other people's things, not only denying it, but also ignoring it.

At this moment, an engineer named Li stood up. After a preliminary understanding of the situation, I asked the author to take out the service list for maintenance, which read "Error in starting the hard disk" (note: it is not completely bad, but emphasizes "starting").

Chen: Did you see it? Your hard disk reported an error, which means it broke yesterday and needs to be replaced.

Author: If it was completely destroyed yesterday, why did your engineer let me go home and back up the data? By the way, can you help me try it on another computer? Maybe it's the computer itself?

Chen replied in a bad tone: no, the computer prompts that the hard disk is broken. Put it on another machine. What if it breaks down on another machine?

Then Li began to sit down and said contemptuously, look at the repair service list.

Author: What are you looking at, don't you understand?

Li pointed to "important tips"-for computer products, users should make a good backup of data before maintenance, and users should be responsible for the security of data. China Hewlett-Packard Co., Ltd. and its Gold Service Center are not responsible for the damage or loss of data, programs or removable storage media.

Then he said rudely: You should know this clause when you sign this maintenance service form, and you should back up the data yourself.

Author: First of all, when you asked me to sign this service form, no one reminded me of this clause. Just tell me the date and signature. I don't even have time to read this clause.

Li shouted impatiently, you didn't read it. Who ticked after that important hint?

Author: I didn't tick this off. I said I only wrote the date and signature. You didn't prompt me to back up the data before repairing the computer.

Li replied unhappily, I can't communicate with you. Since you said you didn't tick, you can't continue. Only the supervisor can talk to you.

Author: I didn't check this, I just wrote the date and signature. I was just telling the truth.

The supervisor has a long waiting time. ...

The lunch break of HP Gold Service is 12:30- 13:30, among which many users come to repair, and about 3-4 users can't charge the battery.

The director finally appeared. Because I helped the author make the speaker shell before, I thanked him first and explained the situation. Unexpectedly, he told the author from the beginning that HP's warranty statement is that users back up important data themselves, which has nothing to do with HP.

The author thought about it, pressed the user with terms that the user would not read at all, and replied: The problem is that my computer was still good before I came (of course, I didn't expect to back it up), but the boot speed was slow, and it was completely broken when I came to you.

Wang: There are many possibilities. It turns out that your hard disk is broken. Let me give an example that may not be appropriate. Your TV set should be broken. It happened that you brought it to repair the day before, found it was faulty, and then it broke down. This responsibility is because you broke the TV before. How can it be the reason for maintenance?

Author: How do I know it will break the next day? It was fine the day before. Anyway, your conclusion is that the fault is the fault of the user, not the fault of the maintenance center, right? It doesn't matter who is wrong when I discuss it, what matters is the data inside. I have to catch up with my thesis, so I have to export all the data.

Wang: What's your problem? We can't help users export data until we get the exemption authorization from users. I can tell you where to export the data. If you think there is something wrong with the gold medal service, you can give feedback to HP customer service, and it usually takes 3-5 working days to reply you.

Author: Can you hurry up? I'm waiting for the problem to be solved. Aren't you blaming the third party? It was shirked to HP customer service, but it did not solve the problem. You have to wait 3-5 working days to get a reply.

Wang: This is the process. I can't change it.

Author: This is your so-called gold medal service attitude. Not only do you have a bad attitude and don't admit your mistakes, it is estimated that you will delay the time and pass it on to other departments.

Wang was anxious: When did I have a bad attitude?

Author: Your subordinates have a bad attitude.

Wang: If you have the ability to prove it, you can complain.

Author: I almost didn't record it on tape. If you have a camera here, you can check whether your engineer has quarreled with the user.

Wang: You can go to the next level and help you speed up in 2-3 working days.

Author: Well, I can only complain about HP customer service, can't I? You didn't give me a choice. This is your so-called gold medal customer service.

13:50 another engineer gave me the so-called upgrade complaint. At first, he was responsible for taking notes. At first, the author found that he simply simplified the problem, so he took the maintenance service form and wrote:

1. Why does the hard disk start slowly and become completely broken after maintenance?

2. Why didn't anyone suggest that data backup is needed before maintenance, and no one suggested that data backup should be confirmed before signing the maintenance service order?

3. Why do the maintenance personnel insist that it is not their own fault and blame the user for the failure to boot and the complete failure of the hard disk?

4. Why does it take a week to deliver the parts ordered in Shanghai?

5. Why is the attitude of HP Gold Maintenance so bad?

6. Why is the lunch break 12:30- 13:30, when there are the most people?

165438+1October 65438+February 2 1:40, the author started writing this article, and decided to turn on the computer to check the specific English of F9 and F 10. As a result, the hard disk magically recovered.

So the author added the seventh question: Why is the level of engineers in HP Gold Service so low?

Regardless of high battery quality and poor notebook quality, HP's after-sales service has various problems in process, personnel training and education, service quality control and so on. Who dares to buy from an enterprise that shirks its responsibilities like this? This kind of after-sales service that makes a hullabaloo about to users and shirks responsibility is also called gold medal service?

"Good" HP Gold Service, and never buy the so-called HP computer again.

According to the famous Reach other theory, 1 person can influence 100 person's consumption consciousness. I decided to be such a person and let more consumers clearly realize how poor HP's service is.