Hewlett Packard Reviews

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Did not fixed my pc, made it worst

On feb. 22,2013, I contacted a HP technician to fix my pc, as it it had a window error message, indicating the the run time wanted to terminate my window. I spent 2 hours with the tech step by step, it did not help. Finally they were to restore my pc, instead erased all my downloads, and made my pc worst and slow. I was told my pc was no longer on warranty, it is 6 months old,and were to charge me $59.99 for their bad support. They wanted to continue next day as I was already exhausted with the whole ordeal
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ID
#387528 Review #387528 is a subjective opinion of poster.
Location
Mesquite, Texas
Loss
$340

HP has no idea what goes on at its repair centers

I've owned my HP Envy 14 core i7 laptop for a little over a year and a half now. Three times already I've had to send it back. Well, actually it'll be four as I'm going to have it repaired again due to the complete ineffectiveness of the last repair. I should add that I'm a 2nd year student at US university studying Civil Engineering and rely extensively on this laptop for completing homework while at school. HP claims a repair time of 8-10 business days, but realistically, that number should be closer to a month. The first time I sent my laptop back was only a month or so after I purchased it. Although certainly not expediently, the repair center was able to fix whatever was causing the laptop to crash constantly. The second time I sent my laptop back, I paid HP $80 to do nothing more than replace a hard drive. Having talked to a customer service rep before hand, I had been persuaded that the discounted repair price I received was still a better deal than simply installing a new hard drive myself. Alas, I should have expected what resulted from that decision. HP did replace the hard drive, but couldn't (wouldn't?) transfer any of my data or fix my ailing laptop fan, a problem I had mentioned on the repair form that accompanied my laptop. I might also add, that none of this might have happened if I didn't decide to take the initiative and call HP to find out what was happening with my laptop. For some reason, only HP employees can access the true status of my laptop, even though there's a repair order status site that I should supposedly be able to check. If I hadn't called would HP have just held on to my laptop indefinitely? *I would like to note, however, that the Case Manager assigned to me, George I believe it was, was one of the most pleasant customer service reps I've ever had the pleasure of talking to. She'll actually be making another appearance in the next paragraph. That brings me to the third and most recent time sending my laptop back for repair, this time only a month after the last visit to the repair center. The latest issue, as I mentioned before, was the extremely noisy and sketchy sounding fan/hard drive. Besides the loud, almost-constant fan noise I was used to (due to the i7 processor and poor heat management of the Envy 14), now a louder, somewhat grinding-like noise would occur regularly, often when I rested my hands on the laptop to type. So I sent my laptop to the repair center, and I gave HP a week before I again surmised that the online repair order status I was (not) seeing wasn't accurate. However, upon calling in, I was pleasantly surprised to hear that I should expect my laptop back by the end of the week. I was told that if the online repair status was updated within 24 hours I should call the repair center back. Well, of course the status wasn't updated and I was forced to call in only to find out that somehow, someone had canceled my repair order. Yes, canceled it. Not that HP knew jack about who had done this, or why, and what was currently happening with my laptop. That begun a long week of circular, department transferring and phone-passing, bouncing between case managers and call centers. At least 6 times during the following week, I was told that someone at HP would call me within 24 hours. How many calls did I receive from HP during this week? Zero. Not a single one, a streak that continues even now. So finally, two weeks after my laptop was overnighted to the HP repair center, HP had found my laptop, and repaired it. Apparently this was done behind the backs and without the knowledge of the customer service reps. Eagerly I read the "Statement of Work Completed" HP emailed me to indicate that I would be receiving my laptop back shortly. I was baffled/disturbed to see what the email said was the issued that had been fixed. Listed was the hard drive problem that I had sent my laptop in for a month prior, not the fan issue I was currently experiencing. I immediately called HP, but it was too late as my laptop had already been shipped back. And the kicker, when I asked my case manager to clear the issue up (not the actual case manager assigned from me, luckily I was now speaking with the affable George I mentioned earlier), they said the repair center had not performed any repair on my laptop. Nada. Zilch. After two weeks of daily calls to HP and much confusion, I would be receiving my laptop back exactly as it had been sent out. I consider myself a polite and respectful person, probably even more so over the phone. Only one time did I lose my cool with HP during this whole process. Instead of actually working with me to find a solution, HP will now have to live with this review. Neither I, nor any of my family, will be purchasing another HP laptop due to the horrendous customer service, and low quality product, which I received. I cannot now recommend in good faith HP products or services. Thanks for the unnecessary stress HP, don't know what I would do without you.
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1 comment
#722999

I too had to send my laptop in after only two wks of owning it an am now awaiting the delayed arrival. I paid almost half the price of my laptop and was promised a max of 6 days waiting time.

Everything seemed fine until that 6th day when I checked the online status and it said that due to a shortage of parts I had to wait an additional 5 days. I too am a student and rely heavily on my computer so obviously I was not pleased about both time and monetary losses. So here I am waiting for my computer, said to be delivered latest monday (it's Saturday). If I had read this before I would have never even bothered with this "service" as it is extremely unprofessional and unorganized, all

for an unreasonable price.

I too will take heed and have this be both my first and last HP anything.

I've gotten better service on my iPod and that's definitely saying a lot.

ID
#386557 Review #386557 is a subjective opinion of poster.
Location
Berkeley, California
Product
Hewlett Packard Laptop
Loss
$200
New Reviewer

Why I hate HP customer service. Let me count the ways.

Why do I hate HP customer service. LET ME COUNT THE WAYS. This has been on my bucket list for so long. I finally decided, today, that I cannot take it anymore. I am going to share this with everyone because I know you all have similar stories and are equally frustrated, but do not have the time to do anything about it. I am going to speak on the behalf of everyone who hates the service we are getting in America, the beautiful. The worst part of all is that most companies in America are outsourcing everything. Some of these customer service representatives can make you go from one to ten in a nanosecond. Their thinking is very concrete. Many do not have a good grasp of the English language. I believe they rely on flowcharts. If you say, “No,” they look to see what it says in the corresponding box and repeat it verbatim. They should start answering the phone, “How may I be of absolutely no assistance to you today?” Two years ago, I sent my Special Edition HP laptop to be serviced. I really loved that computer. The hinge was coming apart, which I realize was my fault because I sometimes picked it up by the cover. I had just a few days left on my three year warranty. I got the computer back and it was working well, but five days later it completely crashed. I ended up buying a new HP laptop, which is not nearly as nice. Just recently, I sent the new one to be serviced. I made a joke to my sister that in five days, it would crash. Low and behold, that is exactly what happened. It is telling me to use my recovery disc. I just find this to be too much of a coincidence to be a coincidence. I remember buying a three year home contract when I bought this computer. When I called for service, the representative said I did not have a contract. I read off the product number from my invoice. The service rep said that it was not a valid number. I kept calling to see if I could get a representative who could help me. They kept saying, “No, you do not have a service contract.” How about the customer is always right. How about saying they are going to check into it and get back to you. I eventually found the paperwork for the service contract. I had to register my service agreement. This must be one of their latest tricks to make money. I did not read my receipt because I was too busy and that is what they are counting on. By the time you make your first service call, you cannot remember if you bought the extended service contract or not. Once I registered my service contract, they admitted I had a service contract. If I had not found that paperwork, I would be dead in the water. That is exactly what happened to my husband’s computer. I bought a service contract via phone and had no way of proving it when he needed technical support. I wonder how much profit they make on this little scam. I am so sick and tired of these people repeating everything you say by using the alphabet. “A” as in Apple, “B” as in baby, etc. A call that would ordinarily take five minutes can take over an hour. I heard that they enjoy torturing us and laugh about it in the bullpen. When I called about renewing my service agreement for my last computer, the service representative gave me a price, but I realized it did not include hardware. I said, “I did not want to pay for their HOTLINE service only.” She said, “Sorry, ma’am, you are not listening to me.” I said, “No, I get it. You want me to buy your lousy service without hardware support for the same price as I was paying for telephone and hardware support.” Honestly, I would rather break my computer over my head than talk to them. I started to realize that I was doing everything I could to avoid having to call them. My son refuses to call them. My husband does not even bother to get the service contract extended because he also refuses to talk to them. I decided from now on, I am going to use their chat line. In this way, I do not have to go through the alphabet multiple times. I wonder how many other people feel this way. Once a customer service representative gave me instructions on how to fix my computer. I said, “Won’t this delete my programs and files?” He assured me it would not, but it would take a while. He asked me to call back when it was done. I called back and the next customer service representative said that I had deleted all my files and that there was nothing he could do about it. He said, “I am sorry.” You are not the only one who is sorry, buster! My son’s computer was in warranty. I was told to send it to the HP Service Center. I would call to ask the status. They would say that they did have the part. After a month went by, I called to state that their service contract indicates that the computer would be sent back within 10 working days. One representative said, “Well, do you want us to send you back your computer without the part.” That was obviously not from the flowchart, just plain stupidity. It took me three months before this was resolved in a satisfactory manner and more aggravation than I have ever known. I could go on and on, but I know you have your own annoying stories. So many Americans cannot get employment and would do a great job at this if given the opportunity. They would even be happy to accept the same salary at this point. I would be willing to pay more for the option. I remember watching a skit on Saturday Night Live with Gilda Ratner. She was all tied up. She managed to call 911. The recording said something like this: “Touch “1” if you are being burglarized, “2” if there is a gun pointed to your head and “3” if you are getting raped.” That is about the size of customer service in America. I feel sorry for the elderly who need to make a phone call. These phone trees are getting more and more expansive. It is really bad when they cannot recognize a simple “Yes” or “No.” Oh, by the way, HP will no longer give you a hardware contract for a laptop after three years because it was built to only last only three years. I have had to buy a new laptop every three years. Dell is no better. I hear the same complaints from my sister.
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ID
#385575 Review #385575 is a subjective opinion of poster.
Location
Boca Raton, Florida

USB ports are cheap junk

I removed a USB device from the front port of my HP Pavilion desktop computer and half of the socket came out in pieces in my hand. The second front port subsequently failed also. The computer is less than 6 months old so I contacted HP Support, and they claimed it was "accidental damage" (aka - my fault) and not covered under their warranty. To make matters worse, I had also purchased an extended warranty through Office Depot, and they declined to cover it also because it was within the first year of manufacturers warranty. I asked if I could contact them again after the first year. They said "no" because it was now a "pre-existing condition"! Advice? Stay away from HP junk products and Office Depot BS extended warranties.
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1 comment
#660518

You need to call back and ask to speak to someone higher up. Do not settle on tech support's answer, and do not settle on a tech support supervisor...

there is a special team dedicated to these escalated complaints. If you argue enough that you did nothing to cause the damage (technically it is accidental, but removing a device shouldn't cause the whole port to come out) you will find someone to listen. All you need is a motherboard repair and the cost of them repairing that vs. the cost of losing your business, they'll fix it.

I know from personal experience. The best advice I can give you, is don't call up there being an ***.. Be polite and they'll be more willing to help you. You will not get through tech support or their supervisor being a ***...

computers are like any mechanical device, things go wrong.

You just need to let them know you did nothing to cause it. Good luck.

ID
#385558 Review #385558 is a subjective opinion of poster.
Location
Tampa, Florida
Product
Hewlett Packard Desktop Computer
Loss
$680
New Reviewer

They refused to sell to me.

I placed an order for a laptop. My credit card was charged for the computer. About the time it was supposed to ship I got a notice that the transaction was cancelled. I spent almost an hour on the phone talking to there customer support staff. After talking to three people a man finaly told me that model was out of stock. He sent me to sales who told me it was available. Then I was forwarded to a 5th guy who told me they wouldn't sell to me. "Go to a retail store." When I asked why they would not sell to me he would not tell me. When I asked for a name to file a complaint, they hung up on me.
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ID
#385010 Review #385010 is a subjective opinion of poster.
Location
Minneapolis, Minnesota
Product
Hewlett Packard Laptop
Loss
$801

Less than 1 month old PC need repair already

So I get my new desktop about 1 month ago. Today after about 5 hours with their support trying the same things multiple times, and requiring a restore to factory settings, they tell me the PC needs repaired. Quite the revelation that was. So the repair process sounds like I will be without this new computer for almost weeks, and I will need to reinstall all software and personal settings on a machine that is less than one month old. I asked about a refund, but would take up to 4 days to escalate, and could not happen in parallel with sending back the PC!
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ID
#383113 Review #383113 is a subjective opinion of poster.
Location
San Anselmo, California
Product
Hewlett Packard Desktop Computer

Printer Tech Support No return calls

Printer Software Tech Support, 1/27/13 & 1/30/13 Ticket#806442**** spend several hours on phone but no fix. Each call last about one hour, then Tech Rep will say they "to research and call back tomorrow". The big problem is that they never call back. Consistent, each call of trying after one hour, can sense that there must be something in the scrip that after one hour they are told to state that they "are going to research future and call back next day". Happened five times (about 5 hour’s total). After I began to suspect I can almost hear it in their voice that they know that it is not true.
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ID
#380536 Review #380536 is a subjective opinion of poster.
Location
Lebanon, New Jersey
Product
Hewlett Packard Printer
Loss
$350
HP lies. That is the bottom line. My story goes all the way back to 2009 when I bought a brand new top of the line HP notebook. I loved the thing when it worked. But in 2011, the GPU and CPUs began heating up to 90 degrees Celsius. HP's support team doubted me from the...
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ID
#380146 Review #380146 is a subjective opinion of poster.
Location
Bellingham, Washington
Product
Hewlett Packard Laptop
Loss
$2200

*** poor customer service

Hard drive failed 6 mos into 1 yr warranty. Customer service obfuscates fulfilling the warranty claim at every turn. They deliberately make it difficult in the hopes the customer gives up. (Is this a hundred words uet). Bow aboit now. How about now. How aboit now. How about now how about now. How abojt now. How about now. Hpw about now. How abojt mow. How abojt now. Hundred words yet?? How about now sgill not enough words. This website is *** requiring at least 100 words when in this case 25 will suffice. Hundred d yet yet yet yet yet yet yet yet yet tet yet yet yet yet yet yet yet yet yet yet tet
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ID
#378000 Review #378000 is a subjective opinion of poster.
Location
Baltimore, Maryland

Printer, never even, one page printed properly

I had purchased my brand new printer, an HP Officejet 8000 Pro at Staples office products store on 09/17/11. After contacting the HP tech department they tried to help numerous times. I explained to them that I had technical degree and worked in the electronics field for about 30 years it was plain to me that the replaceable printer heads were clogged. Just send me a new set and I will install them myself. It’s at that point ~ 2 months after purchasing the printer then HP basically told me they won’t lift a finger to help me because my printer they said was out of warranty. This printer had a “one year warranty” as stated on the product literature that came with the printer. HP told me repeatedly that my brand new printer was out of warranty from day one of it’s purchase, how can this be? I’ve corresponded with Staples store and they’ve told me that this is between me and HP and that HP had not requested the product be pulled from the shelves. So I was left fighting with HP.I contacted consumer affairs, when HP responds to the complaint they say the same thing “this product was out of warranty”. I have no recourse, I have a broken printer and no refund.
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ID
#375425 Review #375425 is a subjective opinion of poster.
Location
Mastic, New York
Product
Hewlett Packard Printer
Loss
$186

"Fix It Yourself, it's Easy" Warranty For Hard Drive

New high end HP computer used for home business was bought from HP directly to replace the other high end HP back up computer which is on life support, and after 6 weeks the new hard drive died(professionally diagnosed at our expense). Spent 1.5 hours with customer service(CS) being punted to 4 people eventually being referred back to the the starting gate. Was told their computers at CS are slow and I need to repeat all the info repeatedly along the way. All I wanted was to send the HP Pavillion dvt Quad back in the original box but that was refused. Instead, a new hard drive was sent out overnight but did not get here, and landed someplace else I am told. In the meantime we bought third HP as a back-up to the back-up(before we experienced this HP CS fiasco). There is more pain and anguish but we conclude that some CS people tried and that Meg Whittman might want to place an add on e-Bay for this once proud company. Stay tuned, the expenses in lost personal revenue are mounting and this sorry episode is not finished.
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ID
#374308 Review #374308 is a subjective opinion of poster.
Loss
$125

Printers- 7210 that do not work

Bought a all in one printer, copier, scanner eg 7210 Spent 6-8 hours in getting connected due to wireless connection issues- never did get scanner workng- i will ship back product and expect refund. Also, poor tools by HP on assisting viewing my pc and connectivity or lack thereof. I spent hours on the phone explaining issue to get passed on to another person. Also, planned to have call today at 5 and finally had to call to get what had been planned a call from the level 2 person. Poor customer service. WHat can i say? HP can and should do better than this. I ask for the supervisor to call me but now call- suprise. John Mann
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ID
#374030 Review #374030 is a subjective opinion of poster.
Location
Boulder, Colorado
Product
Hewlett Packard Printer
Loss
$160

CD Broken out of the box, Promised at Home Warranty or replacement

They want me to ship it to them for repair. That is not what I paid for, and those are not the conditions upon which I waited an additional several weeks to get my new computer replaced. They send defective new computers out. This is outrageous. This quite frankly is fraud. I am about to charge back my charge from a year back unless they replace the computer or repair it at home. I will do that or file a complaint with the AG;s office I would not use HP. Their warrant is worthless. They ship broken computers out as new when they really should use quality control. First the CD Rom, then the mic. They have a lot of nerve and they misrepresent services. I would use Apple or Apple Care.
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ID
#373221 Review #373221 is a subjective opinion of poster.
Location
New York, New York
Loss
$1500

I HATE HP ... THEIR CUSTOMER SERVICE SUCKS!!

I have an HP Pavilion dm4-3050us Entertainment PC. I purchased this brand new computer from Staples on February 15, 2012. In April 2012, I began to have a problem with the touchpad. It was diagnosed by HP that it was defective and was sent disks to repair the problem and bring the laptop back to initial purchase. FIRST, we needed to pack up all of the 400 GB documents, photos, pix, etc, that was on my laptop. It took months to re-install these documents. Shortly after, there was another problem, that was resolved fairly quickly with the assistance of HP support. In December 2012, I began having additional problems with this laptop. We took it to a neighborhood repair business and we were told the hard drive was defective. He suggested we call HP!! (Oh no, not that again!!) Between December 19th through today, my husband and I have recorded over 10 hours of talk with HP support, customer service, case managers and the corporate office. They are requesting I return the laptop to them and they will look at it and replace the hard drive. I’m not entitled to a new computer!! Another option was that they would send us the hard drive and we would need to have it installed. We are unable to back up the documents that are on this computer. The man at the store said he would charge us $120 to back up our computer as it is a time intensive project. Last call was the corporate headquarters was gonna pass the buck to some other customer service person from within the company. When I called, I asked to speak to Meg Whitman, they said NO! Go figure!! I WILL NEVER BUY ANOTHER HP PRODUCT!! I write this and laugh….who really cares. I am a no body in a big world that does buy HP products. No one will ever hear me!!! I want an Apple product…and who doesn’t!!!
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2 comments
#871791

h.p customer service sucks so bad that i will never buy another hp product as long as i live

#604656

another thing about hp: I buy a thing across the street and have to deal with someone halfway around the globe with an accent I can barely understand telling about their inflexible "policy". Must be a way to reduce repeat business so they won't have to work so hard.

That's the effect anyway. daniel

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ID
#371697 Review #371697 is a subjective opinion of poster.
Location
Morrisville, Pennsylvania
Loss
$700
New Reviewer

HP TECH SUPPORT IS NON EXISTANT DISCONNECTED

HP TECH SUPPORT IS PRACTICALLY NON EXISTANT..SOLUTIONS ARE NON EXISTANT HP SOLD ME A NEW TOUCHSMART PC WITH UPGRADES AND TECH SUPORT THAT DOES NOT WORK...THE HP TELEPHONE NO. FOR TECH SUPORT IS ALL AUTOMATED AND EVERY TIME YOU THINK YOU ARE TRANSFERED TO TECH SUPPORT, YOU HOLD AND HOLD THEN GET A DIAL TONE. CLEARLY THE AGENTS ARE THERE TO GET A PAYCHECK AND THEY GET IT. THE HP SUPPORT ASSISTANT THEY ADVERTISE IF YOU EVER TRY USING IT.."hp SUPPORT ASSISTANT HAS STOPPED WORKING" PHONE SUPPORT, YOU GET DISCONNECTED....THEY STILL GET PAID. THEIR AGENTS REALLY DO NOT UNDERSTAND ENGLISH
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ID
#371460 Review #371460 is a subjective opinion of poster.
Location
Torrance, California
Loss
$1400