COMPLAIN AGAINST HP CUSTOMER CARE

[sunshineda]

I will never again buy a HP computer! After buying a brand new laptop for $800.00, the hardrive crashed.  I purchased this computer form my child when she went away to college.  I wanted something reliable since she was going to be 5 hrs away from home and attending college for the 1st time, 

I called HP and got some rep who didnt have much sympathy.  He said they could send her the part and she could fix it herself or she could sent the computer back and it would take 2 -3 weeks for them them to return it.  When asked if they would send her a replacement to use since she needed her computer every day for college, I was told no.  WTH??????  He also offered a rep to go to her however it would cost me additional money.  I was not going to pay anymore money after the stupid thing broke down in 6 months!  Are they serious!!!!!!  

 I requested to speak to s supervisor however conveniently no supervisor was available. They had one call back the next business day and that was a BIG WASTE.  THe "Manager" kept telling me the computer could be mailed back and they would take a look at it.  I kept telling him that wasnt an option since she needed her computer for college every day.  His response was "  Well when I was in school, we used pen and paper".  WTH!!!!!!  This response just didnt deserve a reply from me,  Your customer service and Management sucks and I will never purchase a HP computer again.  You all are a very sorry and dont care anything about the consumer after they put their trust in your product and company.  SAD ON US BUT NEVER AGAIN FOR ME!

[sfaubion]

I purchased an Hp about 4 months ago and its still  under warranty. lthough its still under warranty, no warranty on this problem. Without seeing it and it wasnt dropped, no warranties. Ripped off by HP. I'll never buy another HP product as long as I live and if you know whats good for you you wont either.

[NJGIRL]

The same here...................................We will NEVER BUY FROM H.P. AGAIN...................................We had a printer under warranty. After 9 months it didn't print anymore. I might add this printer was used in a home, and not used very much at all!!!!!!!!!! It was mainly used to make some copies here or there.....We contacted customer service, and FOR ONE THING DOES ANYONE SPEAK ENGLISH, COME ON LETS EMPLOY SOME AMERICANS WHO CAN TALK ............I HAD CALLED SEVERAL TIMES AND TODAYS CALL 1 HOUR 6 MIN, WITH 1/2 TIME ON HOLD. IT TOOK PERSISTENT PHONE CALLS FOR THEM TO REPLACE THE BROKEN PRINTER. I will update, and let you know if we receive the printer on Mon or Tues...,....

[Cellene]

I am with the majority of you who file complaints here. I bought a new Pavilion in January. It immediately showed problems with the touchpad. I was told to send it back for repairs, which I did. 4 days after I got it back, the same problem resumed. I asked for a refund. The reply was "HP does not give refunds". My cmoplaint escalated until I got a "case manager:" He asked me to use an external mouse!!! WHY?? should I use an external mouse when I want a laptop so I don't have extra things to carry around?. I did so anyway. Everything works fine with the external mouse. I also have 3 other computers, NONE of which present this problem. NONE of which are HP. I have received NO satisfaction from customer care. I will NEVER EVER buy any HP product in my life.

[anchantra]

Look up the number of the head office and call them. They will put you through to someone that actually WILL help you.

I went through hell with customer support for  the last 2 weeks, called the head office today and the woman I spoke with went out of her way to help me, get me the hardware I needed to fix my computer and even refunded the money I was forced to spend on recovery disks I ended up not needing because the tech support reps have no clue what they are doing.

I hope that helps and you get your computer fixed!

[jdlmcp]

I bought a brand new computer.  Two weeks into using it (it was lightning fast) my entire my documents disappeared into thin air.  Luckily I had backed it up on an external hard drive.  So I restored it and bought an online service for double back up. Over the next few weeks it would just randomly shut down, not boot up, etc.  After having the computer <6 weeks, I spent 2 hours on the phone with tech taking the computer apart and testing it until they said, send it back.  They tried to charge me $50 extra to get it back in TWO weeks instead of THREE.  Can you believe that?  So I get it back; I have to reload every bit of software I bought from them (office, adobe etc).  I have to restore my hard drive from online storage (my docs, pics etc).  This takes days.  So a few weeks in...this computer doesn't work well.  SLOW. Freezes all the time.  I get black screen when I turn it on, I get black screen with boot disc failure messages.  I call them.  I'm basically crying as this is paralyzing and they are telling me to bad, so sad, sucks to be you.  They don't care.  I am past the 30 day period where you can return it. They will stand by their warrantee to fix it until it’s fixed. My time, aggravation, loss of productivity doesn't matter.  They don't care. I will never, ever, ever buy an HP product again. They don't care about customer satisfaction or brand loyalty.  I warn you.....don't buy it.  You'll be throwing out your hard earned money, as well as wasting hours upon hours on the telephone. Oh yah....and I forgot about this.  I called to tell them about the computer not working (the second time when they replaced the motherboard and ram) and they promised me they would elevate my request and have a supervisor call me within 24-48 hours.  Didn't hear from them, and called them back; they said no call was ever documented....but this one PROMISED she would elevate my request, promised....told me she totally understands my frustration and it will get elevated and I will be called by a supervisor within 24-48 hours.  Guess what?  Didn't happen. I called a third time and they gave me a case #....and were basically laughing in my face. This is despicable.  HP is a huge corporation, sticking it to the little guy.  Very, very bad business practices. I’m so disappointed, not to mention out $1300 and so many hours of time.

[jdlmcp]

I just called HP home office in CA....they basically told me the same thing I posted below.  Our policy is we will fix it within warantee.....they don't care that I'm sending it back for the 2nd time in < 12 weeks or that I have to reload all the software myself and restore the hardware.  Every person I speak to regurgitates the same information over and over.....this was like taking $1300 and hours of invested time and throwing it out the window.  Do you happen to know where you called?

[anchantra]

This is the number I was given to call from the head offices. (However, I am in Canada, and the number you have to call may be different if you're in the US. They should be able to transfer you to the correct location though)

1-877-917-4830

My issue was my harddrive crashed and needed to be replaced. Tech support did nothing to help me. They insisted I needed recovery disks which cost me $44 to purchase. They refused to listen to me, so I went and ordered the disks  to prove them wrong. When they arrived, like I knew they wouldn't... they were useless and didn't work. I called back and they proceeded to tell me it was my harddrive. (umm, you don't say!!) and that I would need to send my computer in. (At this point it was 2 weeks without a computer). I told them to just send me a new harddrive and I would replace it myself. They insisted they could not do that and I had to send my computer in to be fixed. (Which meant losing the old harddrive with all my files on it) So I called the head office and they put me in touch with a case manager from the number I provided above.

She refunded my money on my credit card for the recovery disks, and sent me a new harddrive, allowing me to keep my old one. She really was nothing but helpful.

I hope you get it sorted out, and I'm sorry they're giving you so much trouble.

[pranjalg8]

I am very dissappointed with the HP product.I shall never recommend HP to anybody.I am having an HP Portable Hard drive which is under warranty (not even one year completed).Its not working now and i want a replacement for it.

My Ph. no. +919601508077

[jdlmcp]

Just an update: I've been escalated to an "Executive" Case Manager who told me the same thing; basically too bad, so sad, sucks to be you.  Only she said it in a nicer tone than the other case manager.  It doesn't change the hours I spent on the phone with HP when they promised to call me back with a resolution within 24-48 hours, and then when I call after that time they have no record of my call; the complete run around.  They just continue to tell me the same thing. Send it back.  We don't care that you will be without it for weeks.  We don't care that we are going to wipe out everything on it and that you yourself will have to reinstall your OS and software...because that is the "industry standards".  This company is despicable.  The customer service is despicable.  The fact that you allow customers to become so frustrated and angry that they actually go out of their way to write about it on your support forum...shows how low you've sunk.  This is why you will never retake the business you've lost or that you continue to lose.  HP's CEO and management team are obviously to blame.  If they want to increase business its all about the customer; that's what creates brand loyalty; not what HP does to their customers.