I have emailed Carly Fiorina, CEO Compaq compute

[sammysams]

I have emailed Carly Fiorina, CEO Compaq computers, and have gotten nothing more than an automated response. I have detailed the significant problems with a faulty wireless network card and the countless hours I have lost dealing with very difficult customer service people including (Name Removed). I have had 5 Dell computers in the past and can honestly say Compaq customer support, notwithstanding Compaq claims to the contrary about "valued customers," is the worst I have ever experienced on a product of this price range. I have dealt with (Name Removed), who has sent me multiple defective units and then uses bully tactics in demanding swift immediate return of units. He has threatened to bill me for the defective units and that I will own these units as well. He has made no effort to even let me upgrade the dozens of programs and tweaks which would take anyone many, many hours to complete. This is less than an apologetic stance one would assume they would take for causing anyone such grief and loss of business hours and downtime. Compaq appears to have some very, very serious customer service as well as device problems and it does not even appear that anyone above the customer service level, and obviously not the CEO Carly Fiorina, knows what is happening here. Given that I have recieved 3 units all with poor wireless performance one would imagine they would fix the problem or not sell it with this wireless card that costs customers an extra $100. I would be interested in hearing everyones experience in this area with the hopes that it creates enough of an issue that we finally get the CEO's attention to a very serious issue. Thanks!!!!!

[richdun]

Okay just as a general rule, with a few exceptions (Jobs at Apple for one knows about the technical as well as business end of his company) most CEOs of large companies are Chief Executive Officers, and therefore do most of their work with the business end of a corporation rather than directly with the products and services. Their job is to run the company for the shareholders on the corporate level, not deal with customer complaints. So I seriously doubt you'll get a response from Fiorina herself.

[Gareth Sargeant]

Sorry I don't think this helps:

I've had only excellent super friendly and helpful customer care treatment from Compaq. I have returned 2 items (memory upgrade and the entire unit). My complaints (annoyances actually) are as follows:

1)Multiple part numbers: (sometimes there are three with one on the part, one on the box - the official part no., and the spare part no.)Compaq/Hp people are confused by them too.

2) Turn around for replacements has been slow. I think if Crucial can get a part to a major city in 20 hours then all major companies s/b able to.

What is your wireless performance like? I can connect across a city street through 2 triple-brick walls and 2 plaster walls more than 100 feet to my linksys WAP. Have you applied the upgrades?

[jstigall]

I can't say I blame Carly. She is probably wayyy too busy to talk to customers. Imagine if when you called support the only person answering the phone was her, you'd have to wait a long time and she would never get anything done.

Listen to me when I say this, the only way to get an official responce from a high up in a company is to write a very formal letter in good english with no bashing, and no over dramaticisms. Put it on real paper, in a real envelope, send it to HP corperate and see what they do, the attention to detail is what will make them want to deal with you.

[sammysams]

Carly Fiorina's email address is posted at the Compaq website. She indicates an interest in wanting feedback. There was no response, there was no feedback. If I recieve no feedback on my email, this email to the CEO is another ploy by Compaq to appear like they are listening to customer concerns and then doing nothing. Compaq has done nothing to address the feedback by customers regarding the defective wireless card in their TC1000s. They have sent me 3 defective units and only after negative posting at this site did they attempt to offer a solution. Even now they have provided me no solution and no compesation for my defective wireless card. This has cost me and countless others to lose considerable amounts of time and money on trying to fix our defective tc1000's. This is unacceptable and if this were Dell, it simply would not be happening. I have lost all respect for Compaq and Carly Fiorina and she should have someone at Compaq take the email down because it is nothing more then a ploy to appear customer service oriented. It has backfired, Carly. thanks

[NJBlackBerry]

Read (really - read) the HP Compaq web site. It states:

"If you have any ideas or suggestions on how Hewlett-Packard can serve you better, please e-mail them to me by using the form below. If you need help, other information or wish to send an e-mail about particular HP products and services, please go to the contact hp page.

For messages regarding Agilent Technologies (Chemical Analysis, Healthcare Solutions, Semiconductor Products, or Test and Measurement) please click here.

Although I cannot personally respond to your message due to the volume of messages I receive, I often pass along suggestions and observations to my colleagues throughout Hewlett-Packard. If action is required, I'll have someone follow up.

Thank you.

Carly Fiorina"

Nowhere would any reasonable person expect a response from the CEO of a Fortune 50 company. Although I do agree that the wireless LAN performance has been less that acceptable, you have to work with the Customer Service Representatives (who may not always do exactly what you want them to do).

[ajshapiro]

I must live in bizarro world because I have had polar opposite experiences with Compaq for the most part.

When the iPaq PocketPC first came out, I bought it. I had problems getting it to sync (probably Microsoft's fault). After trying to help me fix it, they offered to refund my money. They sent me a box, I put it in, UPS picked it up, and a few days later I got a check back for my full retail cost, and I hadn't even bought it from them! They ate the retail markup. I was so impressed I emailed then CEO Michael Capellas (I guessed his email address) and got a response back from him and the guy in charge of customer service. (guess a positive letter is more likely to get a response than a negative one!)

With the TC1k, I was experiencing the USB keyboard/mouse disconnect problem. Called Compaq, I couldn't believe how good the customer service was. They told me they would send me a new dock and that I would get on Monday (I was calling on Thursday afternoon). I didn't have to mail my dock back first, I didn't have to give them a credit card, I didn't even have to prove to them that I even owned a dock, they just sent it to me and told me to send mine back in the same box, with UPS shipping and pick up costs all paid for. I couldn't believe it. They actually trusted their customers. And then the dock showed up at 9am the next morning, ahead of schedule. (The disconnects still occur but that is not Customer Service's fault, that is a problem the engineers need to figure out.)

Meanwhile, several of my friends have had nightmarish experiences with Dell. One had a defective Dell laptop. Over a 6 month period, Dell sent her 6 motherboards to install herself, which she did. The thing never worked but they wouldn't replace it or take the unit back for 6 months! I have heard other similar experiences with Dell laptops.

As for the TC1k, I have never seen a "version 1.0" device so well thought out. They are breaking new ground on many fronts with this device and it has exceeded my expectations with surprisingly few glitches for a version 1.0 product that was probably rushed out to meet Microsoft's launch date. The only problem I have had is with the dock USB keyboard/mouse disconnections but it really is a minor inconvenience right now (I just use the USB ports on the device for the keyboard/mouse)... also my wireless has worked fine.

I realize I may just be fortunate in all these cases, but I at least wanted to post another data point on Compaq and the TC1k, as my experience has been much different.

[sammysams]

I guess I should say that in reality I never did expect a CEO to respond to any customer about defective products. I do expect that Compaq is not going to pretend that this is the case by putting Carly's email address on the web site in an attempt to fool people that she is recieiving feedback from customers. This should be removed by the website because it is wrong. That being said, the email I sent was not even responded to by ANYONE....ANYONE.....ANYONE......and the only repsones I have recieved from customer service were in reaction to the threat of having more bad press posted on message boards like this one. This is pathetic and very, very, very, poor customer service. From all the posts on this message board and from my own experience in getting help, I have come to the conclusion that Compaq is doing nothing and has done nothing to replace the defective wireless card and is continuing to sell the TC1000 with defective wireless cards which is fraudulent acivity in my opinion. Anyone knowing this, and I hope this post helps them to see this, potential customers would be far wiser to opt for the non wireless card model and use the $100 on a usb wireless adapter which actually does work. thanks

[Dennis Rice]

sammysams,

I respectively offer you these thoughts ....

I am truthfully sorry to hear of your problem experiences with Compaq. However, I have been in the computer business for over 20 years, and what you describe is nothing out of the ordinary at all. When you are dealing with an organization the size of HP/Compaq, the expectation that you would receive personal attention from the CEO is just not reasonable. I have been buying Dell equipment ever since the original PC's Limited XT machine came out in 1985, and I could really bend your ear with some stories from them as well, but I have never "bashed" the CEO for them! I agree that a thoughtful, formal letter to HP would get you much farther than coming to a public forum like this with it. Work the problem through, do not attack it . You also can escalate the technical support issues if you'd like, and continue to work with them to resolve your issues. I for one am very happy with my product from Compaq, even though I have had issues just like everyone else. I think it is well designed, innovative in approach, and overall a good product, especially considering that this is a new arena.

I have a very important message for anyone reading this thread and possibly considering the purchase of a TC1k. Do not think that the sentiment that sammysams has expressed is indicative of the way all other TC1k owners feel. I certainly do not. I respect the right to express those feelings, regardless of whether I agree with them, but just felt strongly that it is simply being handled incorrectly.

Nothing personal sammysams -- just don't agree! [unworthy]

[sammysams]

To Tabpcman: this is being handled correctly by me and incorreclty by Compaq. Check out the hundreds of posts from dissatisfied customers with defective wireless units. Tell them this is being handled correctly. When they pay $100 for something, they should get it!!!! Compaq is well aware of the defective card and, given that I have recieved 3 defective units and that there are no posts to the contrary, they have not done anything either to compensate owners or to fix the card. The truth speaks for itself. It is really unfortunate that Compaq employees have chosen to monitor this board to provide people with the false sense that nothing is wrong with this model. It is obvious that there is a defective card and nothing being done. thanks

[splintercell]

I realize that everybody's mileage may vary quite a lot, but we have a TC1000 unit at work, and the wireless performance is completely on par with our other IBM laptops and Orinoco clients.

Don't necessarily assume that bad performance is completely caused by the client hardware. I had (still have, but not in active use) a D-Link DI-713P wireless router at home. Had a terrible experience with it an my laptop - connections would drop, lock up, not reconnect or something else. An Apple laptop was fine, and a Lucent card on a Pocket PC was fine. As it turns out, the chipset used in the router had problems with XP when it first came out. I got another AP and voila, connections are rock-solid for everybody. In fact, D-Link's newer firmware corrects the problem as well. But for a long time I thought it was the laptop.

Again, YMMV, but just an opinion.

[Kupe]

quote:Originally posted by sammysams

That being said, the email I sent was not even responded to by ANYONE....ANYONE.....ANYONE......and the only repsones I have recieved from customer service were in reaction to the threat of having more bad press posted on message boards like this one.
I believe you describe your problem very well, sammysams.

1. You sent an email to an address that specifically says not to expect a response. The you become consumed with anger enough to post in all caps about how terrible it is that you never received a response. Lesson 1: Read the instructions.

2. You not only expected the CEO of a large corporation to personaly take care of your $1,899 problem, but you actually badmouth the same CEO on a public forum. Lesson number 2: Reality check - deal with customer service, that's what they're for.

3. You threatened customer service with the promise to post bad information about them on public forums. Your own tests of your wireless (as you describe them) are sketchy at best, yet you assume you own the technical high ground. Lesson 3: Learn to work with people to solve problems, not be the source of the problem.

4. You come to this forum to post about the conspiracy you've unearthed between you and the CEO of HP. To add my commments those of others here, I have dealt with Compaq tech support for over 7 years now and find them to be helpful, professional, and courteous. Always! Others here have reported the same. The weight of evidence (admittedly anecdotal) doesn't support your viewpoint regarding customer service or the CEO of HP. Lesson 4: Figure out what is realy bothering you and deal with that instead.

5. You come to this forum and spam the rest of us with multiple topics about the same problem. Lesson 5: Make your point and move on - the validity of your argument is not being measured by the number of posts you make about it.

As for the wireless card, I agree with you there seems to be a problem (or there seems to be one - I don't have a wireless model and use a wireless PC Card instead), although much of the feedback you are receiving on this issue seems to contradict your claims. Are you absolutely positive you have eliminated any and all other possible causes? Before you answer, realize that is a trick question.

Kupe

[Dennis Rice]

I was in no way stating that Compaq had handled your problem correctly, only disagreeing with your public response and expectations. My apologies if my comments have caused you offense....

[Dennis Rice]

I'd also like to add my experiences with my TC1k wireless to this thread.
When I originally got my TC1k, and for the first 60 days, my wireless worked great. I actually did some testing with my TC1k, my Dell 8200 notebook, and three different wireless cards (Compaq WL110, SMC PCMCIA, and Siemens USB), plus the internal TC1k card. I got virtually the same results from all three on the TC1k, but did have some differences when in my Dell notebook. I then switched out my SMC WAP with a Microsoft WAP, and saw no significant differences. The key point to note here is that I got the same results from the internal as the external wireless cards, and all were acceptable within the limitations of the 802.11 wifi equipment.

Then..., I dropped my TC1k on the hardwood floor (ouch). All worked okay, but there was a crack in the case. I sent it to Compaq for repair, and they said the LCD was actually cracked inside the case as well. It cost me (well actually cost American Express under a damage claim) $837 to fix it. I now have it back, and guess what? Wireless problems with the internal unit. If I use external card I now have much better reception, and internal is not so great. So obviously, something happenned. Compaq offerred to send me a new wireless card, but I said no, I would prefer to send it back to them and let them get it right, which they gladly agreed to do, and a box arrived the next morning to send it back to them. Am I happy that I will be without it again? Absolutely not, but I really have no other good option, so I am okay with that. Life is too short to have that much stress in my book! I'll let all know how it turns out as I work with Compaq on this....

[GF]

sammysams,

How do you know all three wireless cards in your TC1K are defective? The connection problem may due to a lot of other factors, such as AP (Brand, BIOS), configuration of AP (WEP), configuration of connection etc. I am not working for Compaq, from my experience dealing with Compaq's corporate products, such as Server, Storage, Desktop etc. I don't doubt about the quality of Compaq's products.

GF

[Dennis Rice]

My guess on this? Antenna leads......! People have had success reversing them I understand. I looked at doing this myself, but just was too concerned with the fragile nature of them.... I think a nice retractable atnenna would make a difference!

[sammysams]

to GF: Compaq sent me 3 units. They all were defective. My signal is good because my USB adapter gets excellent strength everywhere in the house. If there are software fixes, why didnt tech support at Compaq send them. I am sure if it were that simple thats what they would have done. Compaq does not have a fix and they need to get a new card. This is not rocket science. thanks

[sammysams]

to kupe:

believe you describe your problem very well, sammysams.

1. You sent an email to an address that specifically says not to expect a response. The you become consumed with anger enough to post in all caps about how terrible it is that you never received a response. Lesson 1: Read the instructions.

never responded in all caps. this is untrue

2. You not only expected the CEO of a large corporation to personaly take care of your $1,899 problem, but you actually badmouth the same CEO on a public forum. Lesson number 2: Reality check - deal with customer service, that's what they're for.


reality check: dealt with customer service and they have been stubborn and hostile
that is why I tried to contact the CEO. thought she might be interested

3. You threatened customer service with the promise to post bad information about them on public forums. Your own tests of your wireless (as you describe them) are sketchy at best, yet you assume you own the technical high ground. Lesson 3: Learn to work with people to solve problems, not be the source of the problem.


I never threatned. I just post like anyone else and they discovered this. I have tested the signal with a USB adapter and signal strength is excellent. No problem here. If Compaq suggest anything else, I would have obliged.


4. You come to this forum to post about the conspiracy you've unearthed between you and the CEO of HP. To add my commments those of others here, I have dealt with Compaq tech support for over 7 years now and find them to be helpful, professional, and courteous. Always! Others here have reported the same. The weight of evidence (admittedly anecdotal) doesn't support your viewpoint regarding customer service or the CEO of HP. Lesson 4: Figure out what is realy bothering you and deal with that instead.

I dont care about your weight of evidence over 7 years. My 3 units are defective and I want a working card or my money back. This is not rocket science.

5. You come to this forum and spam the rest of us with multiple topics about the same problem. Lesson 5: Make your point and move on - the validity of your argument is not being measured by the number of posts you make about it.

I dont tell you how to post. Dont tell me.

As for the wireless card, I agree with you there seems to be a problem (or there seems to be one - I don't have a wireless model and use a wireless PC Card instead), although much of the feedback you are receiving on this issue seems to contradict your claims. Are you absolutely positive you have eliminated any and all other possible causes? Before you answer, realize that is a trick question.

there seems to be a problem because there is a problem. the CEO appears to be as blind to this and customer service problems as Kenneth Lay was at ENRON. She posts an email address and then offers no feedback even from others at Compaq. this is passive aggressive and totally inappropriate.

[richdun]

Hey just as a suggestion, do you realize there are like a dozen tablets on the market right now? You could always try a different tablet if you're dissatisfied with HP...this is a free market economy you know.

[sammysams]

I bought the tc1000 and like it with the exception of the wireless card. It is actually a very well designed tablet and have no problems otherwise. In addition, I cant just buy another tablet when I just bought one. Does this make sense? I guess the feedback I am offering will help others make better decisions. Given the defective units I have been sent from Compaq, poor customer support and attitude from Barry Bachman, and lack of interest from the CEO on down about significant problems, I would most definitely choose another brand next go around. thanks

[Kupe]

quote:Originally posted by sammysams

never responded in all caps. this is untrue
I never said you did - I said you posted with all caps. This, in fact is true. (as a reminder, does this look familiar: " That being said, the email I sent was not even responded to by ANYONE....ANYONE.....ANYONE...)

quote:Originally posted by sammysams

I never threatned. I just post like anyone else and they discovered this.
Again, your story becomes troublingly inconsistent. Do you remember posting: "...and the only repsones I have recieved from customer service were in reaction to the threat of having more bad press posted on message boards like this one."

That sounds like a "threat" to me.

quote:Originally posted by sammysams

I have tested the signal with a USB adapter and signal strength is excellent. No problem here. If Compaq suggest anything else, I would have obliged.
You observed a signal, but trust me, you never measured it. What, precisely, was the signal to noise ratio of that signal? Where you perhaps just looking at the Windows (or more humorously OEM) meter that vaguely provides you a signal depiction? Do you have any idea how much this meter varies with every brand of wireless ethernet for the exact same s/n ratio? Silly - and incomplete (if not misleading).

quote:Originally posted by sammysams

My 3 units are defective and I want a working card or my money back. This is not rocket science.
Are you saying you can't get your money back? Your own post says the CSR asked for the "extra" model you have (that you claim isn't working) or you will be charged for it. Why would he think you wouldn't return it? Is your original TC-1000 over 2 weeks old? Are you unable to return it? Did you not find out about the wireless problem until after the "buyer's regret" period? Did you purchase with a credit card? You have all kinds of options available to you to get back to where you were before you purchased.

quote:Originally posted by sammysams

I dont tell you how to post. Dont tell me.
Post however you like, but if you want to appear anything but emotional (and probably ignorant) then you might listen to some good advice.

quote:Originally posted by sammysams

there seems to be a problem because there is a problem. the CEO appears to be as blind to this and customer service problems as Kenneth Lay was at ENRON. She posts an email address and then offers no feedback even from others at Compaq. this is passive aggressive and totally inappropriate.
You believe there is a problem because you are not receiving any satisfaction for what you believe top be a defective unit. At the same time several on this board have said their units - the same model as your own - are not defective. The CSR and (unlikely) the CEO have the weight of evidence on their side: Thousands of TC-1000s sold without the problem you claim to have. You have a strong conviction that the problem is in no way due to any possible misunderstanding on your part. Compaq is probably stumped. Maybe if you took a deep breath and discussed it with them civilly, you would get a lot further down the path of a solution . . . although it might be too late for that now.

Do you even know what "passive aggressive means? Have you ever been accused of being passive aggressive?

Kupe

[sammysams]

Kupe: you are overly contentious and wont bother responding. If you think someone would spend their time on messages boards posting that they have had 3 defective units for the joy of it, then you got some serious issues pal.....thanks

[Spencer]

Ok, I think this flaming of each other and Compaq support needs to stop right here. Everyone here has made some valid points, as well as others not so valid. I for one have had no problems with HP's customer service, or the wireless card in my TC1000. But that does not mean that others have had the same experience. I'm going to go ahead and lock this topic down, if anyone has any objections to that, please e-mail me and we can discuss it that way. Thank you.