Pathetic non-existent service Ensured by HP service partner in SA: Ensure Services

<p>Hi There</p> <p> </p> <p>I cannot believe HP would partner with such a pathetic company as its service partners, given their lack of customer service or anything resembling it. Ensure Services (ES) is surely ensuring your brand equity and reputation deteriorates!</p> <p> </p> <p>On the 31st May I emailed your ********** explaining I require urgent feedback, and that I have been struggling for over a week to get through on the various phone lines, with regard to a possible hardware failure on my less than 3 months old brand new PC. After receiving an incomplete nonsensical response from your Customer Relations Coordinator, one Karthiga M, I rep**** again on 1 June to say this information was incomplete and I was expecting a real human person to contact me.</p> <p> </p> <p>Surely he could understand, but I restated it, due to his terrible responses, that I needed to speak with a person, and who would be able to answer all my questions and concerns in a single phone call before I make the 70km drive out to Midrand to book my PC in. This was on 1 June; it is now 6 days later and I have not had any further response either via phone (Despite providing to 2 contactable numbers) or email.</p> <p> </p> <p>I specifically asked this person to get a supervisor or manager to contact me, as he clearly does not understand what I am asking for - which is quite simple! I want to speak with a real human being!!! Who in a single conversation can address my concerns, than back and forwards emails. I was not asking for technical support, to which he uselessly directed me to HP Technical services.</p> <p> </p> <p>HP you have chosen an atrocious partner to be your technical bench service partner based on this person's interactions. I cannot believe a brand such as yourselves, that is capable of producing elegant devices from your Pavillion to Spectre range of pcs, would partner with a brand of company that is so incapable of getting the basics of customer service right. </p> <p> </p> <p>Given the number of complaints I am seeing here, I am even further nervous and uncomfortable of dealing with Ensure Services. There seems to be no viable alternative, and should I contact HP again, they will simply redirect back to ES. </p> <p> </p> <p>Is there an alternative? I am hopeful that I do not have to deal with, especially as a customer who has invested in technology tools. Furthermore, as an entrepreneur, this is even more disappointing. This agent could care less about having to make alternative arrangements, while I am being told it will take 7 - 10 days for parts to arrive...now another 6 days has passed and I still am no further with being able to address the problem, thanks to a person who is probably "just doing their J O B" and has a complete lack of understanding of what <em><strong>Customer Relations</strong></em> Coordination actually means. </p> <p> </p> <p> </p>