Hewlett-Packard: Trying a Higher Authority?

My sister updated me. @hp gave her an email address to contact Chile with, but apparently it bounced back. *sigh*

It's such a shame because her first PC owning experience is marred by the lack of customer support from HP.

I went to the HP site and found a link to email Mark Hurd, the CEO of HP. I'm not sure if this will help, but I thought I might as well try it.

Dear Mr. Hurd,

I finally convinced my sister to try buying a PC this year. She bought an HP Pavilion dv4-1227us, but less than 2 months later, the hard drive failed.

After calling and emailing HP support, she was told that even though the item was created for the US, it was MADE in Chile and she would have to make an INTERNATIONAL call to get her computer fixed.

I've been blogging about her issues here: http://hanabatake.com/category/tags/hewlett-packard

I have to say that this has been very frustrating. She just emailed me to let me know the contact email the HP Support gave her for Chile does not work.

Why a company make a user who bought a computer made for the US Territory jump through hoops to get it fixed?

I'm not sure how long this will take to get repaired, but I'm afraid that my family will be going back to Apple with out some intervention.

[...]

I'm not sure if Mark Hurd will be able to get back to us any time soon, though it does say that he will pass on the information to others.

My sister is emailing the support email again to try get a better way to contact Chile that doesn't involve a long distance charge. Hell, if they even had a SKYPE account, that would be better!

So far, 3 days into her computer being down, she isn't any closer to having her NEW(!) computer up and running.