HP vs. Apple: Comparing their customer service

S

sepandee

New Member
I purchased my apple macbook last year in May (1 year and 5 months old). My friend purchased her HP DV2000 series laptop around the same time.

Both of us hit battery problems more than a year later, and both batteries were not covered by a battery replacement program since it was out of the 1-year warranty . So just this week I decided to call apple. Technically, the battery should not be replaced for free since it's out of its 1-year coverage. But I explained them that the battery is performing below what it should (at 47% battery capacity with 247 life cycles) and without any arguments, they sent me a new battery which I received 2 days later!

Next, I decided to call HP for my friend. Her battery is performing even worse, at 16%!!! Her battery lasts only 10 minutes!!! This is not how it should be, and its life cycle is even lower than my previous battery. What did HP say? "Sorry, you don't have extended warranty. So you can either purchase a new battery or I can transfer you to HP Total Care which costs $40 per issue." I explained them that this is not right, that the battery should not be performing like this after only a year and a half, and I explained them that I did the same thing with Apple and they replaced it without any questions. He said he can't do anything, and when I asked him "so is Apple's customer service just better than HP's?" he replied "I don't know what to tell you, I don't know why they would do that."

So, now I'm going to email HP, and explain them the situation one more time. I'll post the results here when they reply so you can decide which company has a better customer service.
 
HP has excelent costomer service, they always help when they can and i've never had a problem with them. If it is out of warranty you can't actualy expect them to actualy replace the battery. That is a little rediculous. As for apple, they tend to hound you once a warrenty is done. My sister had a mac and once it's warrenty died we would get calls about 1-2 times a day for at least a week and once a week after that for about a month or two. Everytime we told them we were not interested at all.
 
I just told the story as it is:

2 laptops, one macbook and one HP.
Both batteries performing below par. HP's laptop performing horribly actually, at 16%.
Both batteries not covered by warranty.
With Apple, I talked to them for 5-10 minutes and 2 days later I had a new battery.
With HP, I ARGUED with them for 10 minutes and I have nothing, except an "offer" to buy a new battery or to be transferred to HP's Total Care for $40.

Pretty clear and simple. I don't know how it can't be any more obvious than this.
 
I have had terrible times with apple. They basically to go iPurchase more stuff...HP was so nice they let me double dip on a deal.
 
I have been working IT for about a decade. I have manged HP business class desktop/laptops/servers, Gateway systems, Dells, Apple laptops/desktops/servers, amongst many many others.

Apple has flat out replaced machines out of warranty for me if they have too many repairs. No one else has done that.

I would say honestly, I have probably gotten 5 to 6 new macs over the last 8 years or so from ones being out of warranty that break down all the time. Apple also replaces your computer fully under warranty if it has too many repairs.

They have some of the best customer service, and when I call them I am not speaking to a guy in India.
 
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