HP handles a bad experience.
I usually hear about my friend’s technology problems. They tell me either because they know I know about customer service or they know I know about technology. Sometimes I can help them fix their problems, othertimes I can provide the person with a suggestion as to how they can go about getting their problem fixed.
A week or so ago a friend of mine had a laptop charger that started smoking. The charger got really hot and burnt a hole through the wire on the cord. I suggested that she call the laptop manufacturer (HP) and see what they could do. The next day my friend told me that she had called HP and since the laptop was out of warranty, they would not replace the charger. My friend paid for a new charger and overnight shipping for it. She wasn’t happy, but was hoping the situation would be getting resolved soon.
The next day my friend got a charger, but there was a problem: the charger wasn’t the right size for her laptop. HP had sent her the wrong charger. It was noticeably too large for the laptop and was useless. She called HP again and the company told her that she would have to send the wrong charger back to HP, and then HP would send a new charger. It was getting ridiculous. She would have to wait for HP’s mistake. She went ahead and ordered another charger and paid again for overnight shipping. At least she could use her laptop.
When I mentioned that I had interviewed someone at HP and could try to help her out, she said it would be welcomed and appreciated. I sent Janice Liu and a PR person at HP an email about the issue. Both of them replied promptly and asked for some more information. After I provided the information, they said they would at getting a resolution.
HP followed through. Yesterday, my friend got a call from HP. The guy apologized and offered to send her a check for the charger and pay any other related costs. He also asked my friend to send back the defective charger so HP could check it out. Shortly after the first guy called, another person called to ensure the experience was satisfactory and that my friend was happy. She was delighted.
HP handled this situation well. It wasn’t an amazing experience, but it definitely made my friend confident in the company and happy with the end result. It also gave me some added confidence in HP and I’m glad that it worked out well.
The question is what could have been this experience a great one? One that would cause my friend (and everyone she told) to use HP because of the company’s tremendous recovery.
- Obviously, not messing up the first time. If they had sent the right charger to begin with, it would have been a much better experience.
- Making it so the frontline representatives can deal with the issue. Not all people have access to an executive at HP or are aware of Service Untitled – HP should try to empower representatives (or at least their supervisors) to resolve issues like this.
- Extra bribes. HP could have offered them a free printer, a gift certificate on a future purchase, or something of that nature. Since I believe that HP makes more money on the ink for the printers, the free printer wouldn’t be a bad idea.
- A further apology note. HP still has a chance to do this and the item below. Whoever called them should send a quick letter or card to my friend and again issue a further apology and thank them for using HP.
- A follow up. In two or three weeks, HP should call my friend again and make sure that she received the check, that the charger is working okay, etc.
- Send a survey. HP should send a survey over mail and/or email about a month from now to gather some additional feedback.
Overall, HP did a good job. Like with everything, there is room to improve, but they did a good job. Kudos to HP.
No related posts to display.
Perlita Ocampo said:
Mar 18, 07 at 8:37 pmMy experience w/ Dell is almost unbelievable.
From the very beginning I emphasized to Dell custom
designing my computer that I wanted a remote control.
I was reccomended Inspiron E1405 instead the Latitude that I was leaning to.
My laptop arrived w/o a remote. So, I ordered…a remote, and a t.v. tuner.
The order arrived, but wrong. It was for a desk top .
I returned it, ordered again, and the next order was wrong again.
So I returned it, ordered again, and once again, for the
life of me is wrong again.
I was told there is no remote available ( a small one,
the one they’ve been sending is bigger than my hand.)
They will refund me $50.00 …for my aggravation? Do they know how much time it takes just to talk to their customer service?
So, for my Inspiron that cost over a thousand dollars,
I don’t even have a remote control.I have seen laptops
less than $700.00 w/ a remote as small as a credit card.
Needless to say, I am a very unhappy camper!
P. Ocampo
Florida
Janice Singleton Rodgers said:
Mar 19, 07 at 7:07 pmAbout HP: I love their products and absolutely abhor their customer service. I have an HP PSC, printer (about 14 yrs old), digital camera (with non-working battery charger), and most recently (7 mos ago) I purchased a laptop. Although the printer, digital camera, and PSC offer the ultimate in electronics, the problems I’ve had with HP’s customer service is astounding and disappointing at best. My laptop’s “P” key all of a sudden just jumped off the keyboard and I am actually afraid to call about getting it repaired because of my last experience with the company’s customer “service” department.
Last October the laptop’s modem capabilities bit the dust. I couldn’t get online or play any CDs on my laptop. I called customer service. The rep promised to send a CD that would restore the functionality. The CD arrived. I popped it into the player and found that it only contained a graphic program. I called customer service. This time I was promised “200%” satisfaction. I received the same CD in the mail. I called customer service again. They sent the same CD AGAIN. I asked to speak to a “floor supervisor”. A person came on the line and told me that I could not HAVE POSSIBLY received the wrong CD. I asked to have my case elevated to the “EXECUTIVE” level. The person at that level (and yes I do have names)told me that I had not followed proper procedure because he would not have been the next person in line. He also informed me that he was surprised that I was sent any CD at all because all downloads are online now. I told him I couldn’t go online because my modem was malfunctioning. He re-directed me to customer service and told me that HP could not correct the roblem with the CD because customer service and the area that fills customer service’s request were located in separate cities in India. He also said that HP does not send loaners while they take the requisite weeks to repair/restore my under-warranty system. On advice of a CANON techbuddy of mine, I went to another computer, downloaded the sound drivers to a flash drive, came home, and uploaded and initiated them on my laptop. I am a RN with a consulting business, newsletter editor, out-of-town teacher, and hospital worker, and I need my latop. I am not the rocket scientist it is apparent is required to return this laptop to functional status. I also do not have “down time” that is required that I would be without my laptop.
Consequently, my written conversations are generally without “p”s unless I take the time to ress down in the area where the key used to abide. I guess my future writings will look “p”less if I’m going to type in my normal and customary fashion. I’m too afraid that my laptop will disappear into an HP “black hole” to just send it off for repair. And I’m really reticent to call “customer service” for fear of a new “end run-around” leading me to nowhere, certainly not a repair of my “p” key (or, more imortantly, return of a totally functional laptop).
Thank you for letting me vent.
PS All of the HP customer service reps said “lease”, ”
Thank you for calling HP”, “Is there anything else I can do for you today?”, “Has this information been helpful?”, and I received follow-up calls two or three times. I laughed because NOTHING had been helpful!
Service Untitled said:
Mar 19, 07 at 7:52 pmPerlita and Janice,
I’ve forwarded your issues to contacts of mine at the respective companies (Dell and HP). While Service Untitled isn’t a consumer complaints board, I do appreciate your comments and I know that the companies use the feedback to try and improve their customer service. While it may not always seem like it, they truly are trying and sometimes a few issues (like yours, unfortunately) seem to get left behind.
Thanks for reading and best of luck with getting your respective issues resolved!
Denise said:
Mar 19, 07 at 8:44 pmHere’s the problem I have with characterizing this as good service on HP’s part. What would have happened if she didn’t know someone with a connection to someone at HP? The fact that someone other than the original customer had to intervene to bring about a satisfactory solution is in itself unacceptable service, regardless of the end result.
Service Untitled said:
Mar 20, 07 at 8:21 amDenise,
Thanks for your comment!
This is true. Most customers can write to a company (via regular mail – address the letter to the company’s head of customer service or the CEO). Once you do that, the letter will be routed to someone who will deal with your issue and 95% of the time, get it resolved. You can also call the company’s corporate office and leave a message for the head of customer service or someone in a similar position. Again, the message will get routed and the issue will more than likely get resolved.
It’s sad that this is the way to get things resolved, but it seems to be one of the better ways to go about getting a solution. I’ve done it in the past and have gotten the desired results without knowing anyone within the company. I agree with you, though, that ideally, the customer should be able to get the issue resolved without having to get anyone else involved (including supervisors or executives at the company).
HP responded to this issue and resolved it, which is why I wrote about it. I agree with you, that they should have gotten it right from the start and I guarantee that they would rather have had it that way as well.
Janice Singleton Rodgers said:
May 02, 07 at 1:37 pmI vented to you early in March about my horrid HP Customer Service experience of last year. Today I want to publicly applaud the recent efforts of the HP Executive Customer Service Team in California.
I was called and informed by one of the Executive Customer Service reps in California that not less than four HP employees had read about my early problems with their customer service department and my current hesitation to send my laptop in for repairs.
Let me tell you…they jumped right on the problem. They next-day aired a box for my computer. Still hesitant, I phoned and told my own personal case manager that I would send the computer back after I attended an important conference on 4/25. I sent my essential “toy” on 4/26, rec’d a receipt confirmation from HP (via email) on 4/27, and a repaired product shipment confirmation on 4/28. My computer was in my hands 5/1/07 before 3 PM, and it is clicking right along. INCREDIBLE!
Now, I realize that Executive Customer Service was involved and that this service level is elevated above “routine” customer service, but still…!
What I did not include in the above is that: in preparing my LT for shipping (copying my documents folder to my external hard drive), somehow I lost my sound device. It just disappeared! I couldn’t re-load it even after re-installing my OS (which erased everything else!) I included a note to this effect in the return shipment box provided by HP.
When I rec’d my repaired product and booted up, all sound was on-board! Maybe I just disabled something during the preparation phase but I prefer to believe that the sound device was re-loaded/fixed by the dedicated folks on the Executive Customer Service work team.
I am extremely grateful for the Executive Customer Service department/team for recognizing customer worth. Team names worth extra-credit/honorable mention: Mary, Brian (case manager), and Jacquie (initial case manager ).
Thank you for restoring a waning faith in HP!
And to those HP employees who watch this space and report to others – thank you and pass the “high fives” on!
PS Please note: all the “p”s are present!
Service Untitled said:
May 02, 07 at 1:44 pmJanice,
I’m so glad to hear your experience was handled properly and your issue was resolved.
Sandy Leider said:
Jun 11, 07 at 4:32 pmPlease let me know who at HP can help me. I have been dealing with a printer problem through their specified channels both phone and email and have gotten nowhere. My printer is under warantee but it’s been a nightmare trying to get my paper feed problem resolved.
Please, can you give me an upper level contact?
I would be eternally grateful.
Service Untitled said:
Jun 11, 07 at 8:32 pmHi Sandy,
I’ll forward your contact information to my contact at HP.
TJ Hawk said:
Jun 14, 07 at 7:25 pmHP’s Awful service: I have been battling HP about service for my son’s computer since April 1. The computer is in Holland and I am in KS which has created tremendous problems. IN the meantime the warranty expired a month later with still no resolution of the problem.
Dealing with India: only a few people in India know that Holland is in Europe. They probably don’t know where Kansas is at all. they promised me all kinds of stuff that didnt’ apply to international services, warranties etc.
Hot Potato: If they cant’ help you they give you a non working phone number or hang up on you. One guy must have been talking to me from some foreign street. all I could hear were horns honking and people yelling in a foreign language.
Case Manager:?? What’s that. the last one hung up on me.
Extended Warranties? One case manager told me I could buy a late extended warranty for $257. another one in HP Shop told me it was $99. Stil another told me it was $119. No one could figure out what “global service” means. apparently they define that as they go.
Shipping: the first person told me that I should not ship this myself as it would invalidate the warranty. the second one told me the warranty would pay for shipping from Holland. The 3rd one said service can only cover US machines and there is no service in Holland. The 4th referred me to a service tech page for service in Holland that was written in Dutch and no one at HP can speak Dutch (including me) and there was no translation option.
The case managers dont’ call back. By the end of the 5 hours I spent today trying to fix this computer (plus about 30 hours since April 1), all my phones were dead.
This is a nightmare. HP products are just bad and their service is worse. I suppose they are making good money selling warranties for this junk. My 2 cents worth.
Service Untitled said:
Jun 15, 07 at 10:49 amHi TJ,
I’ve forwarded your issue to the folks at HP. I hope you can get your issues resolved ASAP!
Ann said:
Jul 04, 07 at 3:22 pmHP’s “Customer Service” has me pulling my hair out at this point. I bought a notebook 3 months ago, it arrived dead. Returned it and got a new one, love it. That is, I loved it until it died last week. 2 computers in 3 months, not a great track record, but what is done is done, fix it and let me get back to my life.
I contacted HP’s online tech support – quick response, helpful techs. She concluded that it was a hardware problem and would have to go in for repair and I agreed. She suggested that I purchase the extended warranty with accidental damage protection and express repair. I have 2 young children, so this seemed like a good idea. The online tech waited while a salesperson called me, took my credit card info and sent me an e-mail confirmation of my warranty purchase.
The box arrived the next day, very late in the day so I sent it back the next day. HP sent me an e-mail confirming that the machine had been recieved, would be fixed and returned to me and gave a date 6 business days out. Considering that I had just bought a warranty plan with a 3 day turnaround I called immediately.
Long story short, I have talked to no less than 10 different people (more actually), gotten different information from each, had a case manager assigned that never called me, camped out on hold (burning up my cell minutes b/c I don’t have time to sit home all day dealing with HP) and got a different case manager. My new case manager knew nothing about the warranty but finally agreed to call and get an update. Still no progress and she has not returned my last call. They are now in breach of the warranty they just sold me last week and I still have no idea when I will get my computer back because I just got an e-mail warning me that they might miss the projected delivery date (that was already too late.) At this point all I want is my money back (for the machine and the warranty) so I can go find a computer that actually works for more than a few months, but I would settle for getting my computer back NOW.
I read the linked interview with Janice Liu – the extended warranties are great, but only if they are honored!
Service Untitled said:
Jul 04, 07 at 9:26 pmHi Ann,
That seems like a frustrating experience. I’ve sent it over to my contact at HP. Hopefully they can help you out.
Best of luck!
Marsha said:
Jul 14, 07 at 3:32 pmI have never, in my entire life, experienced customer service as bad as I’ve had at HP. I bought my son a laptop. He is beginning college in a few weeks. It was late arriving. Then,he could not connect to the internet. We both spent hours on the phone; he re-installed Windows several times and they finally said it had to be repaired. The repair time took three weeks.
Now, he has the same problems. When I call I first get a person who can only read scripts. I asked for a supervisor and was told that there is no supervisor (second time I’ve been told tihs). I say that she is lying and demand a supervisor. I get a person who says he is a Case Manager. He cannot help me and gives me to Service Manager. Service Manager says he has to send Case Manager a request to call me. I said I just spoke to Case Manager and he said that is not possible. So, second person lied. I asked if there was anyone in authority who could help me and he said only Case Manager, who will call me back. He gives me another number and I press #4 which includes refunds. I get Jarell. Jarell has an attitude and said he can only leave a message for someone to call me back. I ask if there is anyone higher up I can speak with and he said he is the highest. I then e-mailed CEO.
Bottom line, I bought a $2K laptop. It was late arriving, has been repaired and now has the same problem. My customer service experience, as well as my son’s experience has been a nightmare.
I always had HP’s but am sad to say I’ll never buy one again.
Service Untitled said:
Jul 14, 07 at 9:41 pmHi Marsha,
Sorry to hear about your bad experience. I’ve sent your comment over to HP. Hopefully they can help you out.
Jade said:
Aug 07, 07 at 7:46 pmWow my experience with HP is just recently. I love playing the sims2 and my Compaq has been lacking so I wanted to by a new graphics card. I contacted a agent via chat and the rep, recommended two graphics cards for me one was a geoforce 7600 gs which I heard was pretty good with 512 mb, the rep told me that i would need 400 watts of power supply so I ordered. Well when I received the notification saying the third party company HP uses it said that what I ordered was a Raedonx1300 with 256mb. It was all messed up so I kept chatting and calling HP and Rite2u could not get any clear answers out of HP. HP also lied well there ordering Supervisor lied and told me that shipping and handling was free. I am still going through problems with them and with this experience I will not be using HP again it is horrible how I was treated, the supervisor was suppose to call me form HP, and never called. I am very upset. I am still waiting on the return label and when I return the card and supplythey said I will be refunded if not they will have some trouble on their hands.
Service Untitled said:
Aug 07, 07 at 8:37 pmJade,
Sorry to hear about your negative experience. I have sent it off to HP so they can check it out. Best of luck!
Marsha said:
Aug 08, 07 at 2:27 pmI recently wrote and was totally excaberated about the awful customer services I received regarding my son’s new HP laptop. It has not been running correctly since he received it and I had a very hard time getting past the frontline customer service reps as all they did was read me scripts and then several people lied to me about various things including their job title and my inability to talk to anyone else. Well, I finally posted on this site, e-mailed the CEO, took a survey explaining how awful everything was, etc. I finally received a call from a very nice person. She was from the corporate office. She followed up with my son’s case manager. We then had two valid phone numbers. They finally replaced the computer. My son just got the replacement and so far it seems to run just fine. He just has a Lojack snag which I believe the LoJack company will be able to resolve. My son still says he will never buy HP again but I’m getting over my anger and feeling like ultimately they did respond tous.
Jade said:
Aug 08, 07 at 7:40 pmThank you I have a case worker now and he is there if I need any thing else, now I am waiting for the labels he offered me free memory ,I am thankful for that but it is a shame what people have to go through.
Service Untitled said:
Aug 08, 07 at 9:03 pmMarsha,
Glad to hear that HP responded and everything is okay now. They do try, but sometimes it is tough.
Jade,
Glad to hear that you are getting closer to a resolution as well. Please keep us in the loop!
Matthew Robinson said:
Aug 21, 07 at 4:34 pmI’ve had the worst experience of my LIFE with HP. First, I called them when my charger freaked out and burnt a hole through my cord exactly like described in a previous comment above. They wouldn’t replace the charger and I had to order a new one. I got it and it worked fine for a few days, but would randomly switch from AC to Battery power more and more often (which I informed HP about and followed preliminary steps to diagnose the problem) until one day (7.23.07) it totally died and I could no longer charge the battery or turn the computer on.
They said they would email a box to me overnight but it ended up taking two and a half weeks (and 10 separate, documented phone calls) to get it. Finally, I shipped it off and it was returned to me 3 days later… unrepaired. A letter inside stated it was out of warranty (the warranty expired 7.27.07, but I renewed it at that time for an additional year which they eventually admitted fault to) and they couldn’t repair it. Another 3 phones calls netted a new box and another oppurtunity to fix it. Just recieved it today, 29 days after it completely stopped working. What happened this time. Same thing. Unrepaired, same note.
I’m absolutely livid right now. So much rage. I’ve been trying to contact Case Managers and higher-ups with no success thus far. I need my computer tomorrow because I start school and can NOT be without it. But not going to happen.
I tried to be nice. I tried to be nice and slightly upset/irked. Now I’m really really angry. Over 4 weeks, 20 calls and no resolution.
Service Untitled said:
Aug 21, 07 at 4:48 pmHi Matthew,
Sorry to hear about that. I’ll send your issue to my contact at HP. Hopefully they can help.
Jade said:
Aug 21, 07 at 5:33 pmHi this is Jade again well I received my 1 gig, the executive department of HP are great. But the company HP used for the card I didn’t want is till giving me the run around, I am still waitng for my 142 to be credit to my account.
Kathy said:
Aug 24, 07 at 2:50 pmIn the middle of July, I noticed that although the ac adapter was identified by my laptop, this was not charging. HP told me that the problem could be my ac adapter, and sent me a new one after a couple of days. Two days after I got the ac adapter, the problem started again, and they told me that the next step will be to send my laptop to them, and that a box for my laptop will arrive the next day. (Wednesday, July 22nd) However, the box didn’t arrive. I contacted them again on Sunday, and they told me that for some reason (they even didn’t bother to explain it to me) the box has not been shipped yet. The box finally arrived on Tuesday morning (July 31). I shipped my laptop to them in the afternoon.
They told me that the whole process will take from 5 to 7 business days. It was supposed to be back on August 9th. On august 9th, I contacted them again, after they called me, and they told that a part on my laptop needed to be replaced and that they didn’t have the part in stock so it will take longer for the laptop to be shipped. The new date was August 16. I said that it was ok.
On august 15, I contacted them again to make sure that it will be back on august 16. They told me “to rest assured” that I will have it by august 16. On august 16, I stayed at home the WHOLE DAY waiting for my laptop. However, it didn’t arrive. On the afternoon of August 16, I contacted them again. I talked to 4 guys of customer service. One of them even asked me if the laptop has not arrived yet. I told him that it has not. Then, they assured me that the laptop was at a FEDEX facility, and that it will be back within 24 hours, and that NO part was replaced because it was fine. I was surprised. Wasn’t a part going to be replaced? Wasn’t that the reason for the laptop to take longer to be shipped?
On august 17, I stayed at home the whole day again. On the afternoon, I chatted with hp, and they told me that the laptop has not been shipped yet. I was even more surprised. Didn’t they say that it was at FEDEX? I did not believe what the lady told me, and contacted them by phone.
I talked to two guys who didn’t really explain me what happened and the last one told me that he will “transfer” my call to somebody else, and guess what? They hanged up the phone. I was mad. I called them again, and asked a lady to let me talk to a supervisor, she told me that there was no supervisor in the floor at that moment; however, she asked me if she could help me. I started telling her the problem, and she started laughing. After that, she told me that she will look for a supervisor, and put me on hold. Nobody answered my call for a long time, and I decided to hang up.
I called them again, and contacted some customer representatives who speak Spanish. They were nice, and apologized for the problem. However, they weren’t very helpful. They told me that the shipment information was not in the system yet, and that I should wait until Monday (august 20th), and they will send me an e-mail with the information. No e-mail was sent.
Today, august 24, I contacted HP, and they told me the same thing. They are still waiting for the “part” so the can fix my laptop, and that they might get it today, and that I MIGHT get my laptop back sometime next week. I’m not sure if this is true.
I don’t know what is going on. What’s up with all of these lies? Will I really get my laptop back next week? I don’t trust HP anymore. I have contacted them at least 15 times…literally. How can a company that supposedly has the greatest customer service LIE to its own customers? And even ask me if I have not received it yet EVEN THOUGH THEY HAVE NOT SHIPPED IT YET?
I don’t know what happened to my laptop, but I needed back soon. I’m going back to school. (I almost begged them to hurry because I need it)
Please, can somebody help me? I’m so scared that I will not get my laptop back or that the problem will not be fixed as it has happened to some people. Please help me!!!
I am sorry for the long message, but I really think it is necessary to explain every detail of the awful experience I am having with HP!!!!
Kathy
Carl Forsythe said:
Aug 24, 07 at 7:22 pmI purchased a brand new HP Pavillion notebook two weeks ago and the wireless feature has been intermittent. I called HP (they forwarded me to a call center in Monterrey). I spent over 2 hours on the phone and had to completely restore the system. It didn’t work. I just called them again (they forwarded me to one of their centers in India) and I could barely understand them. Anyway, after one hour on the phone, the problem can’t be resolved and they want me to send them the laptop back to be repaired! It will take 10 business days (2 weeks) to fix a brand new laptop. I told them I wanted a new one shipped to me instead and now the problem is being escalated. The case manager didn’t have a supervisor available at their call center (5:30AM in India) to have this resolved. Now they have to call me back tomorrow.
Needless to say, I’ve spent 3 hours of my time and have a brand new laptop that doesn’t work. I am thoroughly disgusted with HP. Never again will I purchase one of their products. Further, they’ve outsourced their customer service to people ill-equipped to handle problems. They don’t care about customers. Stay away from them. No, run away from HP.
lora ruby said:
Aug 28, 07 at 12:36 amI truly thought it was just me receiving the bad service from HP. A person should not have to have a “contact” within the company to get anything done. I too have been without my laptop for several weeks. I use my laptop for work and have no other means of getting my programs and work into the field without a laptop. I am the only sales rep in my area, so every day that I do not make money, neither does the company. Obviously without my job my family cannot survive. Well, no job now due to all these services and delays (I have never had to miss work due to personal reasons, but HP has been a downfall for me). Can’t reach the corporate offices of HP- they are in India.
Does HP care how they are hurting their customers? No, they don’t. I have spoken to a case manager, who will not return my calls after the first time we spoke. She refuses to help and says that I have an unrealistic expectation for an electronic device. What is unrealistic about expecting that my 10-11 month old computer should work? My desktop is an “e-machine”. Not sure if anyone has heard about those, but let me say that for a no-name company, I have had wonderful sucess. I had a processor go bad and BestBuy took it back. They had it repaired in 3 days…. Yes, I said 3 days!!!!!! I thought I would get at least decent service from namebrand company like HP. I didn’t expect that type of turn-around, but 3+ weeks is ridiculous. Too bad I couldn’t have lugged around this desktop to work everyday. Oh well. Guess I sit and wait. My job is lost because of all these services and delays by HP. Another job will come my way, but there will NEVER be another HP in my home when that one dies for good. Well, that is if I ever get it back.
Sorry to vent. Just had to get it out there. Hopefully someone will read these posts and think twice about buying an HP. Go to Bestbuy and purchase from them. If you buy their extended warranty, like I did with the e-machine, they will take wonderful care of you and do it with a smile. I learn from my mistakes.
Cathy said:
Sep 12, 07 at 8:59 amAnother bad HP service experience here. The screen on our Pavilion notebook began to turn off and on every few seconds. We sent it to HP for servicing. Two estimated return dates came and went. After they had held the comp for 3 weeks, I complained, and then it was suddenly “repaired” and shipped out within 2 days. They replaced the hard drive and other parts, but we doubt the replacements were necessary because the original problem was never fixed. In fact, the comp was returned without any video card drivers installed. All anyone had to do to see the computer still wasn’t working properly was turn it on. We’ve been assigned a case manager and are returning the comp to HP for another try. We figure they can’t butcher it much more than they already have.
As for the customer service system, what a trial. I have no squabbles with the individuals, but all but one of the several I spoke to had such thick Indian accents they were hard to understand over the phone, and the phone connections to India were often soft or had static. I wish there had been a menu option for getting a native English speaker located in the US. And (again, a complaint about the system, not the individuals) all they could do was follow their scripts and send emails to try to get more information. The “I’m sorry for any inconvenience” line sure sounded insincere after awhile. It seems no one is able – or probably it’s more accurate to say allowed – to think outside the box they’ve been trained in and provide genuine answers and help.
We have asked for the computer’s original hard drive to be returned to us, but our case manager says he hasn’t been able to get any information about it from the service technicians. The sad thing is we have no confidence the case manager has actually contacted the service technicians, or that the service technicians would look into the matter and respond.
I have been a loyal HP customer for 30 years, but because of this “service” experience, I will not purchase another computer from them, nor recommend them to anyone.
John Isaacson said:
Sep 24, 07 at 11:45 pmI sent my HP Pavilion Notebook in for repair on July 17th. I have the 3 day turnaround contract agreement with HP Care Pack. In the past 2 years they have repaired it very quickly, usually returned in about 1 week. I was very impressed then.
Not this time. It is now been nearly 10 weeks and we keep seeing them extend the estimated shipping date 1 week at a time. Their excuses are that they can’t get parts.
Something has gone drastically wrong with HP and their customer service, at least in the notebook repair department. If you have stock invested in this company, you might consider selling it. It appears as though the present CEO’s may be nosediving a company with a long solid history, directly into the ground.
lora ruby said:
Sep 25, 07 at 4:42 pmhere goes….
I FINALLY got a computer back in my hands. It took an act of God, but here it is. Let me continue my story from what happened above so that maybe by some stroke of fate I can help some other poor unfortunate soul that got suckered into an HP product.
First, let me begin by saying that if you read nothing else in this post, read this… DO NOT BY AN HP PRODUCT AND EXPECT ANY FORM OF SERVICE IF YOU HAVE A PROBLEM. It simply will not happen.
My computer was gone for a total of 6 weeks (I don’t know how you folks above managed 10+ weeks without coming unglued on them). After the first 3 weeks and receiving nothing but lip service from HP, I decided that I had to do something. I read these blogs and found that without a contact inside HP, nothing gets done. I had the number to the case manager line, yet no one returned my calls. I left 3 messages a day for 5 days. Nothing. So, I started messing around with there phone system. See, when you finally get placed with a case manager, you have to dial the number to their offices and then an extension depending on if you have a laptop or a desktop. So, I pushed a few numbers and I got to speak to someone. He in turn took my name and number and assured someone to call back. Nothing. I did it again and behold I got through to someone that works directly with the case managers. She actually listened to me and put me through to my case manager’s actual voicemail instead of some stupid black hole of phone messages that will NEVER get returned.
Note that in the interum of my 3 calls a day over the 5 days,I decided to send a letter to the HP corporate offices. I did this just hoping that I would get through to someone. I sent it to the CEO’s offices, knowing full well that I would not hear from him since he has better things to do than to listen to me gripe about how bad a job he and his staff are doing. Funny thing though, someone is reading his mail. I received a call from my case manager a day after their offices would have received the letter….
She could not say enough or do enough to make it right. She confirmed that someone at corporate contacted her to expedite the built me a new computer, doubled the memory, RAM, speed, and whatever else they could. I don’t know that this course of action will suit everyone. However, please note that you do have other means of getting the word out there. If you are experiencing these types of troubles, do your due diligence. Contact them multiple times, note every single call you make. Contact corporate and then be sure to follow it up with a complaint to the BBB and the Consumer Affairs advocacy group. Someone needs to hear these complaints and take action. They are a name brand company that is to have a reputation of reliability and service. Time for them to live up to the expectations they are setting for the consumers!
Peace and Luck to everyone having to struggle through.
Blessings,
Lora
lora ruby said:
Sep 25, 07 at 4:48 pmOne last thing, this is for John and anyone else that buys the 3-day turn around time contract. I have it too. I brought it to the attention of the case manager and she said that technically they have 7 – 10 business days to return the computer to you. They cannot do a replacement or other solution until it has been with them for more than 10 business days. However, on that 11th business day, if you make enough noise, they can authorize you to receive a replacement computer. I had to wait for it to be built, but it was worth the wait of the building time.
By the way…. those jokers called me the day that I received the new computer to tell me that the old computer’s parts were still on back order. (The right hand doesn’t even know what the left hand is doing. He had no idea that I was receiving a replacement). That was at week 6. I hate to think how long it would have gone on.
Good luck everyone!
Lora
Matt R. said:
Sep 25, 07 at 4:51 pm6 weeks after original problem and I finally got a new computer. They handled it eventually, but it took a lot of effort on my part to keep working it through.
For what it’s worth, I’m happy with the new computer and they even upped my specs, but it shouldn’t have happened in the first place.
Katherine said:
Sep 26, 07 at 8:21 amWOW!!! Comment by Kathy — August 24, 2007 @ 2:50 pm is so similar to mine.
PLEASE HELP!!! I am going to Latin America on the first week of October and need my laptop so I can continue expanding my business there.
Since I bought my laptop 1 year and a half ago started giving me blue screens, I have been extremely patience about all the problems I had with my computer. At the time I bought it, it was the top of the line and I bought it because I didn’t want to experience problems with a cheap computer. Here are the details of my problems:
April 2007 – Computer was sent to HP for a change of the motherboard, and memory as it was crashing a lot due to problems with both parts. Before the laptop arrived with 2 big spots on the mid right side (looks like it was smacked at the repair center because it didn’t have before) a case manager called me informing me that the screen was backordered and needed to wait 20 days for it, Screen issue? I asked., they were not sure what happened to it. I needed to get my laptop urgently as I needed it for my business presentations.
September 2007 – Computer started having problems with the AC Adapter, not getting electricity all the time, changed the AC Adapter for a new one, same problem. Had to replace the mother board as the connector is build into it and was loosing connection. HP got my laptop for repair on August 5th (Order # KNJ576 – 01), they informed me after a week that the motherboard was backordered again and that was going to be shipped back to me on August 25th, I informed them that I needed to be in Latin America by the first week of October and that if they were going to keep my laptop for so long then to please fix also the screen and express card slot as it was crashing the laptop everytime I took out any card. A case manager called me (Name is Barry @ (877) 917-4380 ext 09 then ext 4072) and apologized and offered one year warranty for free for the inconvenience and promised that everything was going to be fixed. On August 14th, my computer arrived with NO NEW MOTHERBOARD, WITH ONLY ONE HARD DRIVE OF 100GB of A TOTAL OF 200GB that came with the laptop, no new screen, and with a saying that they replaced my hard drive for a new one and that my system was restored to its original factory settings. Hard drive problem? I only had a AC Adapter/mother board issue, not a hard drive problem. Called my case manager and AGAIN and of course he apologized AGAIN, he even started talking bad about their service and on top of it complained that his system was down so they couldn’t open a new case right then. He promised that he will follow my case very closely so it can be fixed as it should. He opened a new case (Order # KWF845 – 01), after he got his system back, my computer was received at HP Milpita, CA Repair center on September 19th. I called my case manager from September 20th to September24th, to make sure I get my computer on time for my trip leaving many messages, even got in contact with another case manager (dialing ext 4070) who only told me that Berry is the only one who can help me with my issue and that I can always call the corporate number to ask for a supervisor, finally on September 24th, Barry answered the phone and told me that I needed to understand that their service is not as great as he would like it to be and that even him as a employee experienced problems as well when he sent his computer for repair (Great to hear directly from a HP case manager), he gave me lots of excuses why he didn’t answer all the messages I left (he was in the hospital for 4 days – GREAT!!! Mixing his personal problems with his customers) , he also didn’t even remember my case as he told me that I only sent my computer 4 days ago and he didn’t understand why wasn’t patient, after I reminded him my case, then he said: “So Katherine, what do you want, there is nothing I can do, the only way I can contact the repair center is by sending messages and don’t even know if they check them, so tell me what do you want me to do”… INCREDIBLE!!! He offered an external hard disk as a gift for the inconvenience and promised that my laptop will arrived fixed and that I was going to be happy. Guess what! I got my computer today! NO SECOND HARD DRIVE, SCRATCHED ON THE OUTSIDE, NEW MOTHERBOARD (Report said), No new screen. I left 2 messages on the Executive customer service department, no one answered; I attached a detailed letter with all the issues with my laptop when I sent it the last time, NO ONE READ IT! I asked my case manager, what if I buy the new advertised laptop of $5000 (HP Pavilion HDX Entertainment Notebook PC) with High definition screen, 4GB of memory, 500GB H.disks etc (which I was considering) Are you guys going to treat me the same way? Is my $5000 new laptop will get scratched as my actual laptop? Is my new H.Definition screen will get smacked and no one will replace it? He said: “Katherine, let’s not talk about what can happen in the future”. I can’t deal with this people anymore! PLEASE HELP!!!! I am running out of time, need to be in Latin America for a couple of months and need my laptop with me.
Enrique Estevez said:
Nov 24, 07 at 1:39 amThe Worst!!!! Customer Service Experience Ever.
I am an engineering student and last spring was looking to upgrade my laptop. I had a dell but it was quite old and wasnt compatible with some of the software that i use. On top of that it was very bulky and unpleasing to the eye. So I forgoe my desire to get the flashy macbook pro for a cheaper yet flashy HP Pavilion Dv2000 customizeble notebook. I spent nearly $1600 on the model making sure i get the best specs and not have any performance issues. A few weeks after purchase my computer has constant blue screens. I call Hp support and I get these techies that speak broken english. After a few tries i get through to one that speaks clearly. After 2 hours he finally decides that I should backup all my data and use the restore disk which i had to buy from them because its not included. After a long night of recovery i fixed the problem without their help. Nevertheless within five months of purchase my computer totally died. When i turn it on it gives me three beeps and shuts of. I sent it in for repair after a few dozen phone convos. They shipped it back a week late and it came back with scrathches. They stated that my ram and hard drive were faulty and replaced them. I was just happy to get it back and for fear of the indian techies decided not to go further. three weeks later my computer gives me an error saying my version of windows vista is counterfit. Keep in mind Hp preinstalled the OS. So i call Hp and they said its not their problem and that I should call microsoft. After a long convo with a microsft techie he helps me out even though he told me HP is required to make sure their preinstalled OS’s dont expire. So all is fine. Except that same night my computer completely dies again. It gives me a hard disk error. I am infuriated!!! how could a now 3 week old hard drive go bad? I take it to my friend, a computer engineer and he refuses to help me becuase he said Hp would void my warranty if he even touched it. So i call tech support about 2x a day for a week straight. They offer me a replacement hard drive and i refuse because whats going to guarantee that it wont happen again. I am assigned a case manager who should call me back within 48 hrs. A few days later nothing. So i call back again and apparently i havent been assigned to a case manager so they escalate the case. this would happen another 3 times. Still no call. I have been late with 3 assignements and have been over my cell phone minutes twice because of HP. I should be compensated for all the time that i have lost. When I do get through to someone i will make sure all those techies who lied to me before end up looking for jobs the next day. We have to let people know that HP is not following up with their “Total Care” claim. For any big company corporate responsibilty should be a priority. For this reason i forsee a huge downfall in the company’s stock. Anybody who was curious and bought an HP will never again buy one. For the record i am not against foreigners but for the sake of god please get somebody who speaks proper english.
Enrique Estevez said:
Nov 24, 07 at 2:17 amIf Anyone knows Jeff Utigard’s email please let me know. I would like to talk to the man and find out why the world’s largest computer manufacturer cannot have adequate customer service. email eaesteve@syr.edu if you have his contact information.
Enrique Estevez said:
Dec 03, 07 at 8:29 pmI would like to inform the masses who actually are reading these blogs that I have received a phone call from Jeff Utigard. Once he heard of all the trouble I went through he went out of his way to make sure I was satisfied as a customer. I am now primed to receive a replacement laptop with double the specs I had before. I think the move is fair considering I would’ve preferred my old laptop to stay functional.
Now I have the newer dv2500t Broadband Edition
+ these new features:
Intel T7500 2.2 Ghz
4GB Ram
A fingerprint reader
Microsoft Office Home and Student
Norton Internet Security
Upgraded Webcam
New Finish Style
As of now I am satisfied. However I don’t think a company of this stature should force loyal costumers to call their executive offices in order to get something done. I’m not sure if i’ll buy another Hp. Then again if their service is this bad then maybe they prefer handing out new computers every 6 months. This company needs better structure if they are to stay on top. We saw gateway and dell fall and if Hp doesn’t improve, they too will succumb to the evil that is outsourcing.
Marie Pizarro said:
Dec 11, 07 at 2:03 amI’ve been without a laptop for over a month and HP has given me the run around. Earlier today, I was reduced to tears after being transferred around and disconnected at least 5 times for a total of 2 hours.
My last conversation was with an HP Clients Relations Executive by the name of June. I somehow got transferred from HP Canada to HP US. She was not interested in hearing my situation and kept cutting me off. All she could say was that she doesn’t deal with Canadian customers and proceeded to transfer me to a Canadian customers relations department…then again, I was disconnected.
It all started with my broken battery clip. I sent my laptop to HP on Nov 11. 3 weeks later, on Dec 1, I got my laptop back. The back of my laptop warped, because incorrect screws were forced at the back. Turned my laptop on, and my keyboard does not respond.
Called HP customer service on the same day, Dec 1. Requested an escalation and was told that HP will call me within 72 hours. 240 hours and counting later, still no call from HP.
Called again on Sat, Dec 8 and requested for a shipping box and was told that a box will be delivered within 2 days. I still have not received the box.
For the past weeks, this laptop fiasco has adversely affected and affected my family, my work as a Business Analyst and my MBA program. I’ve spent my weeknights and weekends at work where I have computer access so that I can work on my MBA assignments and projects. Those are times that have been taken from my family. At this rate, I will also be spending my Christmas vacation in the office, again away from my family.
Thinking back, I should have just taped my battery to my laptop and not trusted HP. I’ve never experienced such opression and de-humanization until my dealings with HP.
Marcel said:
Dec 20, 07 at 2:53 pmIt is so sad to see all these customers being treated with such disrespect! I’m also in a unfortunate situation since October 11, 2007. (today is day # 70 ) With similar problems ie. broken promices, no call backs, many apologies, many hours on phone long distance explaining, and so far no solution!
Hp called me today and told me that the new computer they were sending me (promiced in early november) will be delayed AGAIN until early-mid January as there is a new model replacing the one they were going to send me!
This experience has been very frustrating to say the least. The Executive Escalation Manager called to let me know that they sent my old computer (one i sent in originally) back to me by mistake and asked that I please send it back to them Asap!
I feel like I am being mentally abused and bullied by this company and I cannot trust them. They tell me that they have policies they must follow–i ask, if they were following policies would i still be making payments the last 3 months on a computer I don’t have?
Sorry, I wrote this on my Wii and i may not be very clear!
flood said:
Jan 10, 08 at 2:12 amSo i wonder, my ZD8000 is starting to go out and i know its not going to last much longer i have a year of my accidental damage. I worry that if anything to happen i would have to wait, 10 weeks like some people. It makes me even wonder if i should risk sending my computer in, i know i need to know cause it overheats and shuts down constantly i just leave a fan on it, also the battery is completly dead. Also the ac adaptor is all messed up, keep in mind i keep this in a docking station constantly and keep it in good condition. I ve had to reformat it twice, because it just ended up getting slower with age. I just hope I dont have these experiences. I work for a very big internet company so im sure i could get a connection at HP if i had these problems. my company even uses the india call centers which excuse my french fuck up up everything (not all) but most. I think the only way for anything to be done, especially if your paying top dollar for a warranty is to get a number that just goes to the US so you have that real customer service not the scripted unpromised ones made by the outsourced companies. I’ve been reading lots of reviews since my computer has been starting to have these problems, i will probally wait until the last minute until i send it in, probally buy a back up, but i appreciate this forum, its basically steered me away, but i am going to call and if i get an american rep, than i will send it in, but other than that. i will not rely on the outsourse company. Believe me I have had to deal with there mistakes and honestly could not even make sense to how they even came up with the solutions and decisions, but its america, all i can say as at least i have a job.
peace
Eamon
Service Untitled said:
Jan 10, 08 at 3:10 amEamon,
I’ve sent your issue to HP. They should be in touch soon. Best of luck with a resolution!
yr said:
Jan 10, 08 at 9:06 pmOur company bought a HP Laserjet that, among other feature, has duplexing built in. 2 months before warranty ran out, we discovered that the doing a duplex printing would cause paper jam 100% of the time. Our warranty is for service depot service so we opt to pay for on-site service by HP service partner. The service partner tech came and as it went, even after repeated visits, updating firmware and having to change almost all the guts of the printer related to the problem, the duplexing still did not work. The tech came and told us that he had done what was technically possible to service the machine and that he could not make rectify the problem.
Then came the part that until today, I still cannot figure out why the procedure was so strange and probably is the root cause of all the grief that our company as a HP customer has to bear : we were informed that as a service partner, he has no right to ask for equipment replacement. Hence he gave us the case number that he initiated for the problem and that we as HP customer would have to call HP directly to inform them of the failed attempt at repair by service partner and seek for equipment replacement. Never had we thought that the nightmare has just began
I dutifully called the HP-INVENT number, navigate through the voice prompts and reach a breathing human to explain that I have a case number to follow up with HP. Then at some point, the HP reps would politely say that he/she do not handle the particular series or model or do not handle Canadian customer and even saying that the electronic access to particular aspect of the call follow-up wasn’t available – all these pointing to the need of having HP rep call me instead. No call came after some days. I went through the whole thing at least 3 times.
Then came the call to say basically saying that there is no record that the equipment purchased was on warranty and that we have to provide proof of purchase so that the work by the service partner would not be charged to us and the case can proceed.
Thinking that this was easy enough, we furnished them the information via fax as requested and I added the remark to e-mail me when the fax was received by HP. Fortunately, not wanting to be send on the run-around again, I got the name and phone number of the HP rep. The fax went through but no email. I started to get suspicious and decided to call the rep. Then came the surprise. I was told that having proven that the service was done within the warranty period, my company would then not be charged with the cost of service and THE CASE WAS CLOSED! What about our duplex printing problem? My, oh my – I don’t know whether to scream or cry.
This time, I got my manager on the line and seek to escalate the matter. The next level escalation basically provided some meaningless nonsense that have nothing to advance the case of fixing the duplexing problem. So up to the next level which according to the HP customer service rep, was the highest level of escalation – customer service at HP’s Best stops there. To be fair, the rep was patient and did not say things to aggravate the situation. It’s just that she simply stick to strict procedure or policy – there’s absolutely zero effort to try to find ways to understand our frustration and expedite the resolution of the problem. There’s just this “the problem is yours and this is what I am authorized to do and sorry, nothing more can be done” sort of attitude that really eats into us as a customer. We were not happy and began to probe for information relating to the case follow-up and that’s where surprise, surprise, the information we got were news to us!!
Relating to our company and the same printer, there were 2 new case numbers mentioned, one relating to a paper tray problem, which I never recall – on another printer yes, not this same printer with the duplex problem. She was unable or reluctant to give me the dates relating to the new cases which according to her was closed. The case number is not the same as the case number we got on the case in question. We are obviously not talking on the same case with her! How bad the support ticket system HP is using is just beyond my imagination.
I told her our case number and then we were able to get on the same page – it was registered under the name of the service partner and not the customer – strange. Thank God the case was not marked as closed. But then came another MAJOR SURPRISE. Some time at the end of the year, there was an entry stating that “equipment replacement request was denied due to failure to perform some additional specified service procedure”. Oh, so how and when was it communicated to the targeted party, whether it was the service partner nor the customer/owner? How are we to know? No indication on record. We got the service partner on the line and confirmed that they did not receive any communication relating to the rejection status on record. We were flabbergasted beyond belief to learn that we were stuck in some black hole while we went chasing our tail trying to get the attention of HP.
It was quite clear by now what the problem was – poor communication. Even though the service call began during the warranty period, we never understood why this service rep insisted that the only thing she could (or would) do for us was to extend our warranty so that the warranty status will be still valid and that it is up to us initiate a service call to HP to begin the process ALL OVER AGAIN. My manager just got so mad. To us, the rep seemed to suggest that doing so implied that she was able to “do something” for us when in effect she is just sending us to the end of the damned queue again. We won’t buy that. We came a long way and got stuck in some black hole and now we are to go back to the end of the queue and get pushed around again. We insisted that it’s for HP’s tech service rep to continue from where it got stuck and initiate the communications to the service partner to resume the resolution process. To this, her reply was that it’s not in her level of authority to do. Talk about bureaucracy! Of course we can see that it’s not in her direct scope to do that but can’t she seek assistance from someone higher to follow up on that? This there ANYBODY in HP up there somewhere?? This is where we got pissed off – she behaved as though she’s the top most level authority with no possible change of furthering the matter. As though there’s no one with higher authority overseeing Customer Service. Not even Vice President, President etc. in HP, or even area managers? Oh, HP – come to think of it, it’s really really sad.
I don’t think our request is unreasonable – don’t push us to the back of the queue to re-experience the nightmare – just resume from where HP left off at the point of communication breakdown about the replacement status.
At this point, we broke communication with my Manager stating her disappointment in getting any headway in the matter.
We later tied up with the service provider who kindly agreed to follow up with HP after learning about the failure of communication and absence of common sense or initiative by HP.
We are now very weary about getting products from HP. It’s outsourcing of tech support and it’s bureaucratic ways of customer service isn’t helping. If it cannot provide satisfactory support service to its customer, it should not stay in this business.
Service Untitled said:
Jan 10, 08 at 11:22 pmYR, I’ve sent your issue to HP. Hopefully you will hear from them soon.
Service Untitled said:
Jan 15, 08 at 6:23 pmYR,
Do you have any alternate contact information? HP wasn’t able to get in touch with you.
TerryM said:
Mar 18, 08 at 2:27 pmI’m surprised (and slightly encouraged) to hear some success stories about HP’s customer service. I’m in the middle of a customer service nightmare; close to 20 contacts so far, spoken to around 30-35 people (HP customer service reps are excellent at finding someone else for you to talk to), I have a case manager who is MIA and I haven’t heard from in almost 2 weeks, all about a laptop which has gone missing for about 2 months and missed 3 promised return dates (so far – a fourth hasn’t even been promised yet!).
What bugs me most about HP customer service is that at some point you get escalated to a “case manager”. This is the worst thing that has ever happened to me in dealing with HP! Why you ask? Because once you have a “case manager”, NO ONE at HP will talk to you except the “case manager”! And in my case, guess what? The case manager doesn’t call me. I call everyday and ask for her, and everyday they use some internal tool to look up her schedule and inform me shes not in that day, and to try again tomorrow. I’ve even spoken to “executive customer relations”, whatever that is, and they said they will fill out a form and send an email or something to get me a new case manager. Great, put me through another process and will take up more of my time.
How do you guys do it? How do you get HP to actaully attempt to resolve your issue instead of spending tremendous effort determining who is to do so? Will someone at HP please contact me and end my nightmare by just sending me a new laptop or giving me a refund!
Service Untitled said:
Mar 18, 08 at 9:51 pmTerry,
I sent your issue to HP. Hopefully they will be in touch to help you out.
Thais Cuesta said:
Mar 21, 08 at 9:36 pmI can’t begin to even explain the nightmare customer service and ddefective product issue I have experienced with HP. By far, the WORST customer service I have ever experienced in my life. I will write down the entire story, if I have some time in my life time- there is just so much!
Stuart Kielty said:
Mar 28, 08 at 9:31 amI have had a really bad problem with hp i got a defective laptop and had to phone up 10 times to get help i got re-routed more then 30 times for help. it was terrible and i still did not get anywhere.
B Toktas said:
Apr 25, 08 at 4:52 amDont ask guys, the worst ever customer service i have ever ever seen. I bought this HP Pavilion laptop, all good you know just sell forget the rest.
So after a month it started to give blue screen, did a test and the HD was messed up, so went online filled in 3 pages of information on their online form to get into the live talk.
watch this. Now connnected, guess what the guy says to me, How can i help you, i said i just filled in 3 pages of information about the problem and description. He said what is the model and serial no, i said this that. But no reply about the above.
I said mate, can you go back to your log and see the form i submitted, he said our system is down BULLSHIT, how can the system be down if the form works online. Staff is so unexperienced.
So, anyway i told him what the problem was, guess what he said after 30 mins of talking, CONTACT HP vie email or phone them on x number( i cant remember the no, no that i dont wanna give it). and im like what, i just spent all that time with you to get a solution and now you telling me to contact HP??? What the hellll!!!.
So Ok, i said i will, so i emailed hp support, with all the information, guess what hte email reply was?
Please specify the below details and i replied, have you read this email fully, all the information is give below.but anyway for the sake of it, i filled it in again (same info 3times the email JOKEEEE).
Now hear this, next i get a reply guess what it says after 2 days. Please contact us HP by phone. i said WHAT you wasted my 2 days for that.
Fine, Im a patient man, so i went and contact them, on the phone, i had to spent 30 mins explaining that guy the problem and give all my details and i told him i emailed you guys, so i repeated everything.
Guess who was on the other line? Outside UK, His English was messed up, im sayin P for peter and he goes brother. Man it was a mess. Have you guys seeing that clip about the German recruit at the lighthouse. The story goes like this, the guy gets a short training and suddenly radio feed comes in, the Captain is saying HELP HELP we are “sinking” guess what the German dude replies to the captain What are you “thinking” about?
JOKEEE, and that was no different with this GUY. I literally had to spell my name, the problem, my adress TEL NO, EVERYTHING LETTER-BY-LETTER. Un believable. I just coudlnt understand Him.
He said ok, we will send someone to pick up the laptop and i said pick it up from my work so they dont miss on delivery he said ok. So i spent another 15-20 mins spelling my work address. JOKEEEE.
Anyway he said ok, All he said was OK and Thanks, few words and thats it. Well its afterall an int service call RUBBISSHHH.
So he gave me a customer code, i said how long will it take, he said i dont know so i said ok maybe 2-3days.
NO WAY its been 7 days and they are still coming to pick up my LAPTOP. So call them up AGAIN, i said no-one has come to pick this laptop they said, im “sorry” for the inconvenience, there will be someone to pick it up. ARGGGGGGGGGG.
and now its been about 4-5 weeks and still they are coming to pick up the laptop.
One note to everyone. DON’T BUY FROM HP. HP CUSTOMER SERVICE IS CRAP. HP CUSTOMER SERVICE STATUS IS VERY POOR.
DONT BUY FROM HP, DON’T BUY FROM HP.
Crash01 said:
Jul 11, 08 at 11:55 amOk, so I think I have had enough with all these retarded comments, time to set things straight. First off, your all wasting your time. for every one of you whining and bitching and moaning about ” I hate HP, dont by HP!” there is someone else out there doing the same thing about another company. your going to complain and then move on to another company and they are going to “screw you” when you dont get exactly what you want. Dont get me wrong, sometimes some of you out there have an issue that is genuinly F’d up and you should be getting help, but about 85% of the time you have an issue that is completely stupid and a waste of time to complain about, is your own damn fault because you dont know how to take care of the computer, or you make a complete ass of yourself when you call up and demand things thinking your entitled to them. Have any of you actually read your HP consumer notebook warranty? it doesnt take that long and it makes it clear of a few things.
First, your are NEVER entitled to a replacement unit. you get one when HP says you get one. end of story.
Second, when your computer breaks, you can send it in for repair, and you will NOT get a proxy unit while your waiting for yours to be fixed, SO DONT ASK!
Third, if the unit goes in for repair it says that they will repair it in the expected time given, which is 7-9 BUSINESS days, and thats only if the parts are available.
These are things you should be reading and researching before you go spending a ton of money on something like a computer. Because guess what, computers break.. a lot. whether they’re HP, Dell, Gateway, or any other product. computers are very fragile, and in case you havent noticed, they have electricity running through them…
But you know what, im not here just to inform you that most of you are completely retarded, I have the greatest advice that anyone could ever be given regarding computers.
if you want to own a computer, and you dont want to slam your head against a wall and waste hours complaining, here’s what you need to do.
1) Take a computer class. they are 6 months or less 1-2 days a week for an hour. they can be found at an local community college and cost next to nothing.
2) Learn to build and diagnose your own computer. Once you learn how to do it you will realize that its unbelievably easy. I started doing it when I was fucking 10!
3) If your so damn unsatisfied with customer service and tech support, STOP TALKING TO THEM! thats how computer tech support is. they either know nothing and cant help you, or know a lot and really dont like you from the moment your dumb ass calls in.
This information should help you in the future with computers. all it takes is a little effort on your part, which some of you could have done this with all the time you invested in complaining about (insert computer company here). And in the end, what is it going to do? Your going to expand your knowledge and become more intelligent, and learn skills that are rapidly becoming required of high school students. and I know for a fact that some of you have to be sitting there one day thinking to yourself “wow, my 14 year old son/daughter is smarter than me, how the hell did that happen?” Well, this right here is why.
I hope that the people who really needed to read this got it through their thick skulls, and those of you who already know what your doing (and I mean ACTUALLY know, not the ones who think you know and are acting smug right now) got a good laugh out of someone finally telling the consumer level user just how F-ing stupid they are.
Nathan Harig said:
Aug 15, 08 at 6:21 pmSo I’m still undergoing nightmarish treatment from HP.
I own a DV2500t that used to work perfectly until June 11th. On that day, what I suspect is happened is that the video card (a 8400 Nvidia Card) fried. If you look around the net, you’ll find that the entire lineup was faulty. Its directly connected to the motherboard and once thats out, your laptop is DONE.
Now, I’m a college grad and awaiting graduate school. I live in PA, however my grad school is in Krakow Poland. I leave for grad school at the end of the summer… remember this.
I follow instructions from HP’s website. I’ve never had a major HP malfunction (been buying Laptops and Printers from them for a while, no problems). I follow a link that tells me to take my laptop to an HP service center- Best Buy is my closest. I do that, they accept the laptop, and its all under warranty. I assume my problems are over.
3 weeks go by, Best Buy tells me the order is on parts hold (typical HP answers it seems). I am assigned a case manager (initially Tim, but Tim leaves the company and I get Jeannine). After letting HP dick me over for a bit, Jeannine informs me that the proper thing to do is send the laptop to HP and have them repair/replace it. This is late July. Best buy informs me my product is eligible to be replaced with comparable technology. Why I didn’t jump on this I don’t know, but instead I ask for my broken laptop to be returned so I can send it to HP directly.
Jeannine is great, she arranges expedited shipping so HP has my laptop August 4th. I am told (by her) that it would take 7-10 days to repair. Excellent, I thought. The Customer Service Order states that it will be done August 12th. I patiently wait.
August 12th rolls along, a call from some Indian that can barely be understood tells me that my laptop will be delayed another 14 days. Unacceptable, since I’ll be leaving the country. There is an immediate call to my Case Manager.
Call 1 goes ignored, call 2 as well. Call 3 still no manager calling me back. Finally I call demanding another case manager since mine is failing to contact me. Miraculously within the hour my case manager Jeannine gets in touch with me. This was the least pleasant of our conversations.
I straight up told her I have 3 acceptable options- My repair could get expedited so that its done exactly on time (leaving me a 1 day cushion to receive it). She could authorize a replacement, or authorize a full refund so I can purchase from another manufacturer. She informs me the latter is out of the question, however she tells me they “just got a new shipment of parts in” and that “I need to wait til the 19th before we can discuss a new unit”. She promises to look into what it would take to get me a new laptop. I’m not satisfied, so I take action (the capitalist way).
I bought 2 shares of HP stock via sharebuilder.com. Now, as a Bona Fide shareholder I contact HP investor Relations, telling them I’m having a negative experience with the company and as a shareholder I want to see it improved to maximize shareholder wealth. See, as a college grad I dabbled a bit with business, and I know how to escalate things to the strategic level. The wonderful secretary takes down all my information and promises to pass this all on to Executive Customer Relations. She informs me it takes a business day, but by Monday someone should have contacted me.
After that call, my order status changed on the website to “Product is currently being repaired”.
Coincidence? I hope HP Exec Cust Relations does still contact me, I have some constructive suggestions for improving the process and, as a shareholder, I am interested in the company I have a stake in.
Service Untitled, thanks for giving me a bit of a voice here to try and help others. If you have a problem, buy some HP stock. Take the bull by the horns, per se. Who knows, you may not only get your problem solved but may also make a buck or two in the process (today I made 9 cents!)
Michele A-B said:
Aug 29, 08 at 1:24 pmI have had the worst customer service experience with HP.
I have a Deskjet 3930 printer and lost the power cord to the printer. I called in on August 12th 2008 to order the part. Everything went smooth, gave them my telephone number, mailing address, e-mail and credit card information and was told that my replacement part will be shipped within 2 to 4 business days. By August 20th I had not received an e-mail or any notification that told be anything about my product. I decided to call back on August 20th 2008 to only find out that my order was not even possessed and did not exist. I am hoping my credit card information was not used for any fraudulent acts what so ever.
On August 20th 2008 I placed my order again which went through my financial institution and I did receive a confirmation e-mail later that day and it was stated that my order would be delivered by August 27th 2008. By August 26th my order status was not changed and was stated as not being shipped. I called back the HP Shopping Parts department where I placed the order on August 20th 2008 at 1877-231-4351 and was told that my order (H5096801) did not exist. After being transferred to many different departments I was told by a young lady that she will work on it and my order will be shipped.
On August 28th 2008 I received my package to find out that I was charged and sent the wrong item. On August 29th 2008 I tried to call back and was told by several departments that my order number does not exit. Believe it or not I was transferred and spoke to representatives at the following department telephone numbers; 1-877-231-4351, 1-800-474-6836, 1-866-666-6517, 1-866-244-1807, 1-888-999-4747, 1-800-888-9909, 1-800-227-8164, 1-888-999-4747, 1-800-325-5372, 1-800-277-8988, 1-800-227-8164. Out of these eleven HP phone numbers only one knew my order number after I was told by representatives whom assured me that the above telephone numbers would be able to assist me. Dora at technical support and Suzanne at Welcome Home Centre were the only two that were able to help me and gave me the right people. I was finally helped by Dora, who assured me that she would take care of it and ship me the rest of my product today. When I receive my part I will give this printer to my sister. I am very disgusted with the service I received; no one knowing about my order, transferring me to the wrong department and hanging up me. After this experience I will never purchase or refer HP to anyone. I would not want them to be frustrated as I was.
I hope that HP will change the way their customer service is organized for their sake.
Gino said:
Dec 04, 08 at 3:43 pmI am very upset, my laptop has always caused me problems, I have ZD8230US. I hate total care package, but I never sent it in because of reading forums. Well my notebook was accidentlly damaged. On my contract i clearly states 3 day turnaround time, My notebook was recieved on dec 1st. It shows on my order status that expected delivery date is Date:12/09/2008, I call the number listed and talked to someone in India. I tried to explain to them that it was 3 day turnaround, they just kept saying the same thing over and over again like a robot. I tried corporate number always busy. This is very unexceptiable I paid a lot for that notebook and the Total Care Package and now it get an Email that they will try and meet my expected delivery date and just give me the same number that goes to India. They wont transfer me to a US rep, who I spoke to when i filed claim!!! I need this computer its the only one i have so i have to do this at work. Thats the only way i can check my emails, 3 DAY TURNAROUND TIME NO WHERE DOES IT SAY LONGER. I DONT EVEN WANT THE NOTEBOOK. I WILL NEVER BUY AN HP PRODUCT EVER AGAIN. I JUST PURCHASED AN HP ALL IN ONE PRINTER WHICH I LOVE BUT I AM GETTING RID OF IT, Sorry am just so frustrated this day an age you need internet, i use it for personal and business and when I pay for Total Protection and it was HP’s best one and They keep me in limbo. I work for a big internet retailer and we use India as well, but people can easly reach us if they need to. It’s a shame i cannot talk to anyone to complain about the poor service and robot india reps that just say “shows you get Dec 9th” they do not understand anything I am saying. Well I vented. good bye HP and I WILL NEVER RECOMMEND YOUR COMPANY AGAIN.
Katherine said:
Dec 05, 08 at 12:10 amCall the Corporate offices, ask for a manager, they will transfer you, they got me a great solution, I was furious as well and I ended up with a brand new laptop for free. If your laptop was sent more than 3 times, you can get a brand new laptop if you talk to the right people. Forget about the regular customer service number, call corporate and ask for a case manager, explain your case, they will help you. Also read this great forum, I found the “How to” with HP and finally after weeks of pain, got the solution.
G-Money said:
Jan 28, 09 at 11:02 pmI couldn’t agree with Technorati’s suggestions more: see the following I sent to HP’s CEO Hurd last night:
Mr. Hurd,
Here are some ways HP can better serve its customers: put policies in place that allow for customer support representatives to find creative ways to appease the customer outside of policy if needed, especially those that make economic sense for you and me. Don’t stack the deck totally in the company’s favor, against the customer, when it comes to good customer service.I’ve been a loyal customer of HP products. I’ve owned calculators, printers and PCs designed/marketed by HP. If my issue wasn’t customer service I could easily dismiss any problems to Compaq design and quality as opposed to HP. HP has always had a reputation with me for quality in every way. I called in for technical support this evening and was completely shocked and surprised by the abysmal options presented me for customer support. The lack of creativity, economic sense (for HP and me), and self initiative was dumbfounding. Last November (just 2 months ago) I bought a Compaq Presario desktop PC. Today the PC stopped booting up. I called for support and Jason was very professional and thorough. I did what I normally do not do and participated with him in going through a half dozen isolation steps which involved me opening the PC up. I spent over an hour with Jason as we isolated the trouble. In effect, I saved HP loads of money participating this way, trouble-shooting your product, in much less time than most customers by Jason’s own words. I’m sure that’s why HP puts its customers through what is otherwise not very convenient. He determined the power supply was bad. While isolating with him I discovered a data cable that was missing its locking tab among other things that were not right (metal debris rolling around inside the case; modem card not fully seated). I opted for having the new power supply sent out to me to replace myself—more savings to HP by not incurring the expense of shipping the whole PC back and forth. It obviously saves me time without my PC as well. When giving my shipping information to Jason I asked that a data cable be supplied in the shipment as well and I would replace that. Here’s where it gets ugliest. Jason determined there was no part number for the cable therefore couldn’t order one. It was a $3 part as he said, and apologetically suggested I go to Best Buy and buy one myself and replace it. Not tipped over quite yet as the customer I said I’d do that. I’d drive the 25 miles to the nearest Best Buy and buy it myself and replace it. I only asked to be reimbursed for the cost of the cable. Jason checked and found no avenue for that. I asked to speak to Mike, his supervisor, and suggested myself creative things we could do to treat the customer well and save HP reputation and costs: 1) send me a gift certificate for the cable’s cost; 2) buy a gift card online and send it to me and expense that; 3) find similar PC in the shop and take one out of it. Mike only knew how to say, “it’s not company policy” and “there isn’t anything I can do.” When I asked to speak to his supervisor he refused.
Here are the numbers: money I spent buying your product-$461. How long it worked after I brought it home: 2 months. How long I spent saving HP money by assisting in the isolation- 1.75 hours. Number of suggestions the supervisor came up with to satisfy the customer-0. Cost of the part at the crux of the issue-$3. Cost to HP of me telling this story to all that I know and love-millions. (trouble ticket: XXXXXXX, 1/27/09.Tracking:TWYXXX-XX).
charles miller said:
Oct 20, 09 at 3:30 pmNever in my life have I dealt with a redicilus problem like I have dealt with Hp Customer Service. The opical drive on my laptop went out and I understood that I would have to buy a new one as my computer was out of warrantee. I was ok with that. I call HP and order the oprical drive and paid for the overnight shipping. I was happy. The next day the drive arrives and install it; low and behold it isn’t compatible with my laptop because it’s the wrong part even though HP told me that it was becasue the part numbers were indentical. I thought I was ordering the optical drive that originally came with my computer, but the one that arrived was not the correct one. After calling HP and letting them know this I was directed to do a facotry system restore on my computer (wiping it clean of everything and losing all my data) and then seating the new drive so it could be recognized by the bios and device manager on my computer. That still did not take care of the problem. After calling HP back again and letting them know that this did not fix the issue I was told that they would send another drive out to me like the one that was sent. The one that was sent did not work in the first place and was incapitable with my computer why send me another one if it won’t work? After asking HP this they then told me then my computer would need to be sent for repairs. Absolutely ridiculus. I asked HP since it was there mistake in the first place why won’ they just send me the optical drive that I thought I was ordering in the first place. I was told no outright and that there was nothing they could do to help me. Absolutely paposterous. I would think that with a multi-million dollare company like HP the customer service, willing to help people with their problems, and relationship with their customers would be better. I was wrong and it just goes to show me that it’s all about the dollar.
ellie said:
Nov 11, 09 at 7:10 amI feel for you and can say first hand just how bad they are, we brought a laptop less then two moths ago, as well as extra insurance and a monthly mobile internet contract it is obviously still under warranty, form day one it has been unstable, crashing, refusing to connect, once connected taking so long to load it times out, and much more wonderous and refreshing delights, i tried restoring it to factory settings- still terrible! virus scan- no defrag- no, in the end i called hp, who refused to help until i faxed them through my personal bank details on my o2 contract as proof i had purchased the laptop- i tried to point out this was unsafe and surely the receipt was better proof and contained none of my personal details, the man said he could be fired and would not help unless i did, he guarenteed he would call back as soon as he received it- needless to say that was some time ago and i am still waiting for his call, so after putting a security lock on my account i tried emailing- they took almost a week to respond and just suggested everything i had tried- i explained i had done these things they sent a duplicate email with some ridiculous extra suggestions that were irrelevant to the issues with the laptop, i asked them to collect it- i am still receiving emails suggesting i defrag etc on a daily basis- yet they ignore all my pleas for them to fix it, they are truelly awfull- to this day it is still borken and i am still forced to pay for it monthly despite being unable to use it!
Denis Logan said:
Sep 18, 10 at 3:40 pmHP used to have good service a couple of years ago, but that is a thing of the past. I don’t know how many HP products I have bought over the years. Right now I have 2 LaserJet printers and 1 OfficeJet printer, I buy new every 2 years or so. My wife and I use computers and printers in our business and to have them working is absolutely necessary. I am so sick of service from people that can’t speak English. A service phone call is a very difficult time under the best of circumstances. But when HP is using sub-standard phone equipment with a lot of noise and the service rep, speaks broken English at best, it is just impossible. You do notice if you call to buy something the phone lines are crystal clear and the sales person speaks perfect English. HP knows the difference; they just don’t give a crap anymore. I’ll buy my Computers and printers somewhere else.
gary white said:
Mar 16, 11 at 10:08 pmI bought a HP laptop for my girlfriend for Christmas and the mouse pad has been defective from the start. At times it won’t charge or start properly and is useless for her business or personal use We have done exactly what they heave asked us to do and now they are telling us the computer needs to be broke in. This is a lame attempt to honor their products warranty statement in it’s self! I am now developing a group of HP customers who have experienced the same bad customer service and dishonesty to bring this to the attention of the media and bring a class action lawsuit against Hewlett Packard.
If interested in joining me in my effort for what is just honest and right please contact Gary atgwwhite99@gmail.com