HP Warranty support (Hewlett-Packard)

Member Name: counttuten

Product:	Hewlett-Packard
Date:	04/03/09 (53 review reads)
Rating:

Advantages: Very attentive, good technical understanding and courteous

Disadvantages: I didn't go to them first

HP Customer Service are extremely helpful and efficient.
After six weeks of fighting with every possible option to overcome non-connection, we had been through repeated correspondence with Netgear and they did try, albeit often repetitive, to get to the bottom of the problem, but they couldn't resolve our difficulty.
Virgin Media then took the helm and they were very patient with my lack of PC expertise, until they discovered I didn't buy the router from them. The adviser went through a lot of options and many had already been done, but, as a courtesy and off-chance, I went through them, to no avail. Once somebody in his office told him not to spend time on somebody elses router, he was offski, and we were still unable to connect through our Virgin broadband. Virgin are not my favourite this month, by co-incidence.
Enter the fray - the HP assistant from their Cape Town facility. There are not many girls working at that centre but Nalady is the one to contact if you get a problem. She has an amazing grasp of the systems she works with, listens to the problem, does a bit of root-cause-analysis and all with a very cheerful and obliging disposition. She stayed locked-on to the problem , identified it and coached me through to a very easy and grateful resolution -all working. She made it seem so easy and was genuinely glad to help.
It is difficult to get people who care about their job and this experience from a call centre would certainly contribute to my next decision to buy HP, so, thank you Nalady and thank you HP for your in warranty support, its excellent. The laptop is very good and the problem was caused by our incompetence, but, it was resolved quickly and 'no problem'. That counts for a lot in my book. Glad to recommend.

Summary: Professional, friendly, focussed and capable