Cockroaches blamed for laptop failure: HP
- Source: Global Times
- [16:56 March 16 2010]
- Comments
Chinese customers in Wuhan, Hubei Province protest outside HP Custom Service. File photo: courtesy of Gao Shujuan
A blank screen. Overheating. Startup failure. Time to report to HP's customer service.
"We are afraid we can't fix it. These problems are caused by cockroaches in your dormitory," might be a reply customers get.
On March 15, International Consumer Rights Day, HP employees in China claimed HP laptops have no quality defects, and attributed some of the reported hardware failure to cockroaches.
"Nobody can fix these failures. The dormitories of some Chinese students are overrun by cockroaches," said Yuan Ming, HP specialist of customer experience management.
HP issued an apology Monday and announced it would extend the warranty for those affected customers, and is considering subsidizing clients who paid for delivering and repairing HP main boards.
"HP apologizes to our customers and regrets any inconvenience incurred," Isaiah Cheung, vice president and general manager of the Personal Systems Group for HP China and Hong Kong, said in a statement.
"But some laptops were sent to repair time and time again. We hope HP can fix the computer failure once and for all, and not simply extend the warranty period," Jiang Suhua, a lawyer representing over 100 consumers, complained to HP.
