After China's CCTV exposed customer dissatisfaction over the quality and after-sales service of U.S.-based Hewlett-Packard laptop computer products on March 15,2010, World Consumer Rights Day, HP has now apologized to its customers and promised to resolve the service problems within 30 days.
In a statement, HP stressed that it has always given top priority to the interests of its consumers and is committed to abiding by the relevant quality rules in China.
It is reported that HP's new remedial initiative consists of five parts: reinforcing the training of service staff, improving its user service record tracking system, working out a new decision-making support system to identify the scope of goods maintenance, improving the inspection of its partners, and setting up an effective customer service incentive plan.
Zhang Yongli, the global vice president of HP, said that HP will provide maintenance service or recall problematic HP computer based on the "Three Guarantees" of repair, replacement, and refunds for substandard products.
