|Replacement for HP15c LE with problematic key?|
Message #1 Posted by Jesse Dodd on 3 Oct 2011, 4:57 p.m.
First off, I donít want anyone to misinterpret this post. Iím extremely grateful to the very limited HP staff for bringing back the hp 15c, and I understand that there are going to be some birthing pains. Iím just looking for some information to try and clarify whatís happening.
I purchased two HP 15c LE calculators from buy.com and unfortunately one of the calculators has a defective square root key that will very often click without registering. As soon as Tim Wessman found out that a percentage of these calculators had keyboard problems he posted a note that we should email him in order for HP to capture these machines for analysis. I sent Tim an email as instructed and received a reply from a Paul Littrell on behalf of HP Calculator Technical Support on September 20th. Oddly enough the content of this email in a bitmap image of text which is very pixilated, small and difficult to read. Because it is an image (and I canít simply copy and paste) Iím going to retype the email here:
It has come to our attention that you are experiencing an issue with the keypad on you HP 15c Calculator. HP would be interested in investigating your issue further, Unfortunately we do not currently have a case open for your issue.
[What] We would like you [to] do is contact our Calculator Support at (800) 474-6836 to open a case on your issue. Once you have created a case with your name, addresses,[sic] and serial number of the calculator, please inform the agent that you have been requested to have your case escalated to Paul Littrell.
Once the case has been escalated to me, I will then be able to make arrangements to capture your unit for replacement. HP is interested in capturing this unit for further evaluation.
We appreciate your assistance in this matter.
On Behalf of HP
Calculator Technical Support
end of email
On September 21st I called the telephone number and gave the needed information to the very polite man on the telephone and informed him that the case needed to be escalated to Paul Littrell. He assured me that he had received the memo about this issue and I would hear back from HP shortly. He then gave me a service ticket number (which I assume is the same as a case number), and then I waited.
So far, so good.
The next thing to happen was Tim posted another message saying that HP had enough defective calculators to analyze, and requested that we not send anymore in. At this point I had still not heard from HP yet, so today I gave them a call. After speaking to a robot and a gentleman with a heavy accent I was redirected to Calculator Support. The person there had received a new memo that read that HP was out of 15c calculators and that my best bet was to try to receive an exchange from the original vendor (Buy.com). He did not have an estimate as to when HP would have additional calculators available for exchange.
So my questions are:
Did anyone else attempt to send an HP 15c LE calculator with a bad key(s) into Paul Littrell?
Did you then subsequently receive instructions on how to send it in?
If so did you receive a replacement calculator?
Thank you for any information.