HP customer service is a JOKE

[hmaup]

I bought a G series laptop FIVE MONTHS ago and the motherboard is bad. After THREE WEEKS and COUNTLESS phone calls, I have YET TO BE SERVICED. I cannot get a return phone call from my CASE MANAGER, MATT. I have spent over SEVEN collective HOURS on hold waiting for someone to answer my call. Every time I call, I get the typical scripted answer "Matt is not available right now, but what I can do for you ma'am is leave him a message and have him call you back." I HAVE YET TO HEAR FROM MATT. Within the last week alone, I have called 4 times and have yet to hear from him or anyone at HP.

IS ANYONE LISTENING TO ME?????? I need HELP!!! PS - because I run my business from home and have no computer, I was forced to buy another one, just to run my business. I bought a Dell. I will NEVER BUY AN HP COMPUTER AGAIN and  I will tell every person I know not to. Going on to Facebook as we speak....

[Knute]

Sounds to me like your issue is with Matt, not HP. Enjoy Dell's Customer Service, they have one of the worst reputations in the industry.

[Nick_Thompson]

I have to disagree, Knute.  We, the customers, do not see the individuals within HP, they are ALL HP.  Collectively.  So the actions (or inactions) of one reflect on the whole.  And whether Dell has poor customer service or not, there is no excuse for HP's lack of response and assistance in this case.

An interesting thought is that perhaps Matt is overworked from servicing dozens of other cases of failed HP products?

I have been fortunate myself.  2 HP laptops (netbooks) within the last year plus an 8000 Officejet.  All have been excellent and I even had a pleasant experience with a firmware upgrade on my printer that went bad.  But the HP tech support I spoke with was actually very good and knowledgeable (and english was his native language).

[Hipnotiq]

I will second the Dell service reputation my step brother workrd for them and says to avoid them like the plague unless you can fix it all by yourself. Its sad to see customer service has gone out the window every where any more kinda why I have learned to fix my own stuff, or know if it brakes don't buy the same one again if I can't fix it.

[pixie1234]

I don't know about dell, but HP is bad. I have spent long hours on phone waiting, and ALL discussions were fruitless.

They are good at apologizing rather than providing solution. Waste of time.

I've used a dell laptop earlier for 3 years, and didn't have a single issue. A friend of mine got her dell laptop exchanged for a minor defect in the screen, and it was fast.

I had to get my HP laptop serviced, so sent it over to the service center. The customer service people said it would take 7-9 BUSINESS DAYS for the entire procedure including shipping and service, but after 8 business days for them to respond. At the end, they gave me back the laptop and I doubt if they even opened it.

HP IS PATHETIC. I hope someone from HP is reading this and takes measures to improve it.

[Knute]

FYI when you send your computer in it does not go to HP, it goes to an Authorized Service Center.

[Hipnotiq]

Knute thats the problem they contract out the repairs and the call and chat center. So you hope you get some one who knows what your problem is but that does not end up happening usually, like what happened with me I go on chat to get specs on my laptop and the guy in India did not even get that right. So my point is get it right and if you are not really sending it back to "HP" but a "authorized service center" then why not let us take it to local tech and have HP foot the bill! and we end paying for part of the shipping so save us some grief there!

[Oso_Grande]

I'm not saying HP customer service is the best, nor do they claim to be, but they certainly aren't the worst. They can be a little daft but I've not had anyone be mean or hang up on me or anything.

As with every "[Insert name of PC manufacturer here] sucks." thread, there is an equal story that matches it with another manufacturer.

For me, Apple is/was the joke....

When your $2,300 15" i7 Macbook Pro starts doing this (pics: http://bit.ly/eWIuvC (Flickr)) and you are told this is "cosmetic" ---> that my friend is a joke.

When your wife's white Macbook starts doing this, and you're told it's also "cosmetic" not once, but three separate times between two stores....it's not a joke, it's asinine. pics: http://bit.ly/hnrtv9 (Flickr) 

I've yet to have HP deny me a repair on anything I've owned for the past ten years and counting.

[patmul39]

Yep - HP customer service are good at apologising but rubbish at support. I have a year-and-half old DV7 that overheats like mad, freezes your screen and have to manually power down and wait for half an hour for it to cool off.

Called CS today - sorry, can't help but they can give me a number to call and pay £16 to speak to a technician! That's so right; I have to pay to complain about a laptop that's been poorly designed and built. Wherever the issue is coming from, I do not care - my HP laptop does not work properly. And no amount of cleaning will fix it,

To make matters worse - if the laptop was bought in Europe, it would be still under warranty. I bought mine in Sept 2009!

I'll try and sell it to some poor sod and NEVER EVER buy HP again!