Poor customer service

[SBDAustralia]

I purchased a Touchsmart 300 computer last year and despite 3 x attempts to repair it (3 motherboards, replacement RAM and a new hard-drive) it is still non-functioning.

Has anyone else had problems with their touchsmart machines and how did HP respond?

I have been waiting since 09/12/2011 and I still do not have a working computer.

I am only able to contact a call centre in the Phillipines who try to be helpful but are never able to answer questions.

All they can do is send emails to superiors in Australia who I am unable to communicate with.

This is poor service compounding inferior equipment.

[Beeker318]

Hi, let me begin by apologizing for the issues you are having with your product and obtaining resolution. I am part of an escalation team and I believe that I can help you.

What I can do is set you up with a case manager who will work to resolve your case. For me to do that, I will need some information that is normally not allowed to be posted on the forums. To access your case in our database I need your email and/or phone. Your should NOT post that in the forum, but I will provide you with a secure email account that I monitor where you can send this. Once I have verified your account information I can put you into an escalation channel and work with you to resolve this. The email address is:  passport@brothersoundman.com

[SBDAustralia]

Another day another 15 minutes on hold to the Phillipines listening to the well worn mantra " I will do my best to help you. I am sorry to hear of the problems you have been experiencing" According to the call centre an another email to the "escallation team in Sydney". An oxymoron if every I have heard one. A slower department in conlict resolution would be hard to find! They hide bhind the poor sods in the call centre. Hidden from phonecalls or emails totally immune to customer frustrations. I am now having to answer complaints from Ombudsmen and others for the failure of my project to live up to past performances. Children are not receiving promised stories from their fathers and I have been embarassed by my failure to help them. Heelett Packard are doing their best to destroy aproject that is run as a not for profit organisation purely through indifference and a failure to liisten to their customers concerns. I will be posting on Twitter and facebook that StorybookDads Australia will be closing down permenantly as I cannot continue to disappoint disadvantaged children in this way. Mark Nicholl StorybookDads Australia

[SBDAustralia]

I have now decided to put my not for profit programme on hold. StorybookDads is aprogramme that helps the most disadvantaged people in society. The children of serving prisoners. It is designed to maintain the contact between incarcerated men with their children via the medium of recorded stories. At Acacia prison, Western Australia we have nearly 60% aboriginal (indigenous) prisoners many of whom have little or no contact with there children. It is with regret that this multi award winning programme (UK) will now be put on hold. The problems with my TouchSmart computer and the failure of HP to honour the warranty have led to numerous problems within the prison environment. Children did not get their stories for Christmas and have complained. HP are ignoring requests for help and are hiding behind call centres in the Philippines when the only people in the Asia Pacific area who can make decisions are in Sydney Australia. I am hoping to onduct an interview with the local indigenous radio station this week so that they can inform them of the reasons why StorybookDads is cloing down.

[SBDAustralia]

It is now the 20th January and still no contact from Helett Packard's supposed escallation team in Sydney. It is no longer funny and can only be deliberate. I spoke to the technicians on Tuesday and they informed me that my case is 'closed' as my PC was to be replaced. Unfortunately no one fom HP has emailed , phoned or even written to me to confirm this.

[SBDAustralia]

Just had a phonecall from HP to say that they are going to rplace my computer. Sounds good until you realise that it badically the same machine as the rubbish one. It may take up to 14 working days to deliver it too. I can drive 5 minutes down the road and buy a new HP computer, but it will take them effectively 3 weeks to delivery it. No mention of compensation or loss or stress...just the same computer that has been a lemon. Stay away from this company if you can

[SBDAustralia]

31'st January 2012..... No sign of a replacement computer. No phonecalls No updates. This company are a joke and do not give a **bleep** about their customers. No computer since the beginning of December, but what do they care? They have my money.

[SBDAustralia]

That's it I surrender. You have finally worn me down. High blood pressure, lack of sleep and constant aggravation are too much to put up with. After months of calls, emails I finally received a replacement computer yesterday only for it to be taken away by the same delivery driver who had delivered it. His instructions were to collect the old broken machine (which is at the workshop), not in my house. I now want a refund and nothing more to do with this company. You win.