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Hewlett Packard - Unacceptable Customer Service
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Feb 16, 2008 Hewlett Packard complaint by Jeffpickens |
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I am writing to inform you of the terrible, time wasting experience I had with the so-called “support” service which wasted over 80 minutes of my valuable time on Thursday, 2/14/08, and over 90 minutes of my valuable time on Saturday, 2/16/08.
The “support” representatives repeatedly asked for my street address, which I provided at the time I registered my Compaq and the extended warranty. They also had me go through multitudes of repetitious entry-level troubleshooting routines, despite my attempts to explain that we had determined the problem was hardware related. I was then placed on hold for over 20 minutes before someone relented and agreed to send a box for me to ship my laptop back the HP for repair.
Naturally, based on the incompetence of the individuals I spoke with on the phone, I have ZERO confidence that my laptop will be repaired properly. Unfortunately, sending the laptop back to HP is my only option at this time.
The next time I am in the market for a new computer, I will most definitely choose a brand other than HP due to the gross incompetence of the service staff.
Jeff Pickens
Turnersville, NJ
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1. Written by Bill Cox, on 03-04-2008 10:46
Boy can I relate to the agonizing waste of time with the laborious entry-level “troubleshooting” from HP’s so-called tech support line. It sounds like I was more fortunate than many victims of HP. When we were trying to purchase a new printer/scanner, we first tried an HP from Office Depot. Fortunately it was junk right out of the box. After HP’s “help line” in India eventually determined the obvious that it was a hardware problem, I packed it back up and returned it to OD the next day. Thinking one bad printer was a possible fluke, I took a slight HP upgrade home and went through the same time-wasting process a second night in a row. By the time I took the second piece of junk back to OD, they did provide a full refund but were far from gracious about it--as if I made a hobby of buying, hooking up, and returning electronic equipment.
At the risk of sounding xenophobic, besides the apparent lack of knowledge of the product, the language barrier that obviously went in both directions was clearly apparent only creating more frustration and time consumption. At least if HP is going to outsource their tech support, they shouldn’t insult our intelligence by having the two I spoke with go by names like Bob and Steve.
We eventually purchased a Cannon from Staples and it has worked like a charm so far. And their tech support is reportedly in Oklahoma, a language I understand since my parents were from there.
Bill Cox
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2. Written by l posey, on 21-03-2008 16:39
I bought a Hp care pack #U4821 A It says that it is a 3 day turn around That Hp picks up and returns . To me that means that I would be without my computer for 3 days. It has now been a month and they called and said it would be another 2 weeks. They blamed it on parts shortage but many blogs on the net tell the same story since last year. I don’t think there is a shortage except for people to fix them. DON’T BUY A HP IF YOU want good service. Buyer beware.
L Posey
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3. Written by No More HP, on 13-03-2008 20:37
I will never buy HP again. My HP Pavilion had a major hard disk crash after 13 months. There is only a 12 months warrenty. When I contacted HP their solution was for me to purchase another computer at full price, and they would pay for shipping. Needless to say, I rejected the offer. I have since learned that if I had purchased the hard disk separately there would have been a 5 year warranty.
I e-mail the president of HP Canada and received an e-mail saying that my e-mail would be sent to the appropriate person. I guess the appropriate person has decided I don't get a response. I e-mailed again, and again, no response.
It is not only the hard disk crashing that bothers me, but I have also lost the pre-installed software. This would cost HP nothing to replace, but all I get is silence. BTW, I e-mailed HP on an 11 year-old Dell. My conclustion is you can measure the life span of Dells in years, and HPs in months. In addition to the computer that crashed, I own 2 HP printers, 2 cameras and another HP computer. These will be the last HP any thing I buy.
I am considering legal action. At least that would get their attention.
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4. Written by vpatton, on 24-02-2008 13:53
I agree with your opinion on HP and mine is the same. I have had terrible luck with my HP products and no help from customer service. I dont want anyone else to suffer from HP. I have purchased or received as gifts many Hewlett Packard products. I have 1 desktop, 2 laptop computers, 1 HP all in one printer, scanner and copier and last but not least an HP camera. I have had nothing but problems with them all. I have had problems with every single HP product I have ever owned. Unfortunately many of these products were purchased within months of each other so I didn't know how poorly their customer service was and how poorly these products perform if they even perform at all after the warranty. On a couple of the items they seemed to work fine until right before or after the warranty ran out. On one laptop puchased from Best Buy the whole motherboard needed to be replaced and it was only 3 weeks after the one year warranty expired. I have contacted HP by phone and by email and to this date no one will help me. Please do NOT waste your money with HP products. I will be destroying this items in a video on "You Tube" and "MySpace" so please be on the look out for this video I promise it will be entertaining especially if you are also a consumer who like me has been taken for thousands of dollars on useful products for which you can get no help or customer service. By the way on this past Friday I received a postcard in the mail regarding a class action suit which as began against HP so don't take my word for it you can take a look at this class action suit. If you have purchased HP computers research this class action suit on the internet because you may also have a claim.
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