Technical Support

[wren519]

HP has the worst technical support I have experienced so far.

I had a simple broken power cord and after an hour and a half I still was no closer to getting it replaced.  The support agent would put me on hold without telling me or when i asked if he was putting me on hold he would say for "a moment"  when I insisted to now for aproximately 1-2 minutes. 15 minutes later he came and did not evdn apologize.  This lie was repeated 2 more times.  I eventually had to go because who has 2 hours to talk on the phone.  I personally have worked for apple support in recent past and have replaced power cords.  beginning to end of call in an average of 10 minutes.  I guess there is a good reason apple CSAT (customer service satisfaction) is over 90% and HP is about 65%.  I wish i hadnt tried to save money and had gone to apple instead. 

[wren519]

the actual numbers are apple 86%  Hp 77%

apologies.

HP still gets a 0 from me and wont buy anything from them again unless they can make this right and fast

[kamat_hp]

When you say you had  a broken power cord, did it automatically stop working or was it physically broken ?

In case of any damages I don't think any manufacturer would replace anything for you because simply say it voids your warranty,  unless you have some kind of insurance or a separate type of warranty which covers physical damages. 

[Matt_Lo]

Hello wren519,

I am very sorry you have had difficulties with your issue.  I also am a customer of both HP and Apple products, so I know where you are coming from.  Hopefully I can answer some of your questions.  What Kamat_HP said was true, the type of issue is important whether it is physical damage or simply a failed adapter (assuming you are still under warranty).

Also the part of the adapter is important.  Is the the actual adapter and cord (the part that includes the "brick" and connects to the notebook) or the power cord (the part that connects the "brick" to the power outlet).  The adapter and notebook connector pin are covered under warranty, again assuming the warranty has not expired.  The power cord is not covered under warranty.

If your issue is not covered, the part you need may still be available for purchase.  My experience for replacing an a/c adapter is similar to yours, around 10 minutes.  It may be best to put this sour experience behind you and try to call again and customer service will do its best to resolve your issue. 

Again, I'm sorry you've had these issue but it is my sincere hope you continue to be an HP customer.

[npw05001]

Hello PeNgUiN1313,

I see that you are having trouble with the fan not spinning on your HP computer. I would like to help with this issue but I need some information.

Can you provide the model and product number of the computer? Here is a link that shows how to find that information.

Are you receiving any error messages?