Big Fat Liars or Buyer Beware?

Recently I had to buy a printer. Some parts in my Epson Printer had come to the end of their life cycle. It would have cost more to fix the Epson than just buy a new one. Owning a Hewlett Packard computer, I decided to purchase a HP Printer to go with it. Seems logical, huh?

I was delighted in the reduced cost of printers today but found that joy quickly dashed. The new inexpensive HP printer didn’t hold a candle to my Epson and had minimal adjustment features. The scans were completely unacceptable and it wasn't going to do what I needed for my website business.

I couldn’t take it back to the store. To set it up, I had to put the ink cartridges in and use it. The receipt clearly stated 'returns were to be made through the manufacture.' I looked at the box again. The packaging didn’t state the limitations of the system. In fact it lead you to believe it’s capabilities were beyond the facts and basically what my Epson was.

Even more disturbing, Hewlett Packard is a brand name company. The idea that HP actually produced such a crappy printer and exaggerated it's capabilities was outrageous to me. I had wasted my money and now had to spend even more money purchasing another printer that could actually facilitate my needs.

Yet again I had another company to add to my ‘Buyer Beware and Big Fat Liars' list! I should note- my attitude on the subject of manufacturers has been seeded by years of disappointment as a consumer. Once you purchase a product - the conversation is over. The chances of getting any company to just take responsibility for a dysfunctional product is virtually nil, much less a product I personally ‘ just don’t like.’

After much thought, I felt it would at least make me feel much better to write Hewlett Packard a blistering email and tell them exactly what I thought of their printer. I made sure the letter was written in a professional tone, but clearly stated my disappointment. I sent it directly to the CEO listed on the website contact.

I did get an email back. It asked me to describe the problem ‘in detail’ and ‘how sorry HP was that I was so unhappy.’ I briefly reiterated my assessment and understood nothing could be done at this point. I explained that my letter was only a cathartic exercise for me as a disgruntled consumer.

Are you ready? Yesterday morning a huge box arrived at my house. Hewlett Packard sent me (Free of charge! )their top of the line printer, scanner, fax, copier. They stated 'they didn't want me to be unhappy as customer and hoped THIS printer would better suit my needs.'

Ya think?!? Wow! I spent the whole afternoon setting it up and having a blast. It was Christmas in San Diego!

Now I’m quite sure Hewlett Packard got a kick out of my letter to the CEO and undoubtedly felt I deserved a prize for impudence, but the whole experience reminded me of something more important. I shouldn’t be so quick to assume the worse. We need to 'beware' as consumers and but you never know if you don’t try. At least,- that's what smart kids do.

Ever had an experience like that?

And by the way- Michael, Martha and I are presenting Art Challenge #4 this coming week. It's a fun one! Please come back and check it out.
Vikki

And what does the painting at the top have to do with this blog? Absolutely nothing. As an artist, I always want to show you something. It’s called Kid Genius and is part of CBS The Sunday Morning Sun Logo collection. It's Acrylic, 16”x20” on canvas panel. For Christmas only I'm offering the original painting at $75+ S&H. If you want to see the deal I'm offering- check out it's original pricing under the Fantasy Link of The Red Chair Gallery.

I'm offering a 10% discount on all original painting (not including prints) in The Red Chair Gallery until Dec.1, 2008. You can contact me here.