New HP computer two days appeared crack dealer refused to replace free

Trainee reporter Wanglang "I just bought the computer, on the boot less than two days appear screen crack." "Recently, the residents of Mr Zhu to this newspaper, the new purchase of HP notebook computer, has not been encountered in two days screen crack, to return or change the machine, the distributor is not in the" three packs of "scope for the refusal to give.　　Reporters in the survey found that, such as the consumer reflected in the HP notebook screen crack, noise and other quality problems occurred, and on to the company in charge, down to the dealers, salespeople, "soft" processing once let consumers disappointed. HP computer screen crack can not "three packs of" "dealers said, to change the machine must have HP gold Medal after-sales service Center test results, determined not man-made, they can change machines." Otherwise not within the ' three packs ' range, can only enjoy the expense of screen-changing services. "Mr. Chu angrily told reporters that this October 7, he was in Nanjing Zhujiang Road Huahai Hewlett-Packard store to buy a model for 4326S-XL207PA notebook, 9th at the start of the evening, found in the upper right of the display screen white area, and the leaves in the shape of things." "I consulted the salesman the next day, the salesman asked to remove the anti-virus software, and then run the computer, but again the boot found that the white area has been expanding." "The computer that buys only two days is unusual, the surprised Mr Zhu immediately carries notebook computer, go to Huahai shop to negotiate with the company person in charge." As a result of computer purchase procedures complete, still in the "three packs" period, Mr. Zhu asked the company to return or replace a machine, do not want the other side for physical reasons, rejected Mr. Zhu's request. "Two HP gold Medal repair center in the absence of any instrument detection, are said to be the physical cause of the screen crack, not in the ' three packs ' range, can only enjoy the expense of screen-changing services." "After-sales service station: special case special treatment since the product is in the" three packs "period of quality problems, then why dealers do not return it? Then the reporter accompanied Mr. Zhu came to the Hua Hai computer city. "He bought and installed on our side when everything is normal, now that the screen crack, we only through the HP Gold Repair center or the Jiangsu Province Computer Testing Center of the test report to determine whether man-made or non-human damage, and then decide if the ' three packs '." Otherwise the dealer rashly returns, the factory is not recognized, such losses only we bear. "For that," said the hole manager at Hewlett-Packard Computer's Huahai store.　　When the reporter asked whether artificial or non-human damage can be determined, the person responsible said, can be determined, but need to test to know. October 17, the reporter and the consumer came to HP gold medal service Nanjing Taiping North Road Division, the division's head said that their products such a screen crack phenomenon in Nanjing or the first. "This machine can only be said to be an abnormal damage caused by this situation, we also feel more headache, because it is difficult to judge from the appearance of its damage is man-made or non-human." Currently can only be identified as physical damage, we can only special cases of special treatment, to more advanced departments to apply how to solve this situation, I hope you will wait for some time. The reporter found that the HP engineer, who was responsible for testing the machine, said the customer had only a vertical crack in the machine when it was delivered to the service station. What kind of squeeze will cause the screen to damage and create a vertical crack?　　Neither the engineers nor the staff explained it, but insisted that the physical damage was caused by external forces. Nanjing Consumer Association: the need for authoritative department of Quality testing report that afternoon, the reporter and with Mr. Zhu came to Nanjing consumers. Members of the association after listening to reflect the situation, according to consumers to provide telephone, contact the HP Gold Medal after-sales service center. After-sales service personnel said, "This is certainly cannot give the warranty, because did not follow the explanation to use the maintenance caused the damage, cannot give ' three packs ' service, can only enjoy the expense to change the screen service." "After understanding the situation, Nanjing Consumer Association complaints department Yang Director said," computer screen is fragile, very easy to cause damage, especially in the inability to detect whether it is man-made or non-human factors, the merchant will not recognize the problem of their own product quality, unless there is a third party authoritative quality inspection report. "Hear the dealer so irresponsible reply, Mr Zhu appears very Wohuo, just bought computer failure can not enjoy" three packs ", can only enjoy the expense of screen service, such a reply obviously can not make consumers satisfied. "To change a screen to 4000 yuan, I bought the computer only 3800 yuan, if so, I will buy a computer directly not on the line, why to change the screen."　　"In this respect, dealers simply say that they will try to coordinate with the next step." Reporter notes Hewlett-Packard computer repeatedly complained of after-sales service is the main cause of "product failure, consumers can understand, but the product failure, after the sale of personnel to take irresponsible attitude, consumers really can not understand."　　"In the reporter on HP computer repeatedly exposed" quality door "of the interview, hear consumers complain the most is Hewlett-Packard after-sales service. March 2006, this newspaper has reported the "HP Computer Service Poor": consumers spend 13000 yuan to buy a notebook computer, did not expect the CD-ROM drive only use 3 months, there are quality problems.　　To HP, the company said it would mail the new optical drive to consumers, but after nearly a year, consumers have never seen the new optical drive. In April, this newspaper reported the "HP notebook noise to consumers headache": consumers buy a "HP" 1381 model of the notebook computer repeatedly noise, after-sales service center has said that the noise does not exceed 55 db, is normal phenomenon.　　When the reporter asked why the prototype no noise, the center to shirk is because the hard drive of HP computer is not from the same manufacturers there procurement, different manufacturers to the standard of hard disk, so there will be consumers reflect the phenomenon. Market competition is ultimately the competition for customers, whether selling products or selling services, the ultimate customer satisfaction is the test of the success of marketing standards, only the entire quality of service, in order to exchange customer brand loyalty.If a company encountered product quality problems, not only ignore after-sales service, and even ideas to try to "excuse" their products, is no doubt the foot in the foot.　　Late in the afternoon, the reporter contacted the dealer in charge, and said that they are willing to cooperate with the next step of coordination work. This reporter will continue to pay attention to the progress of this incident.