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11-14-2011 08:41 AM
HP Pavilion dv7 (purchased new & one month old), Win 7, CD/DVD drive stopped working.
After hours on the phone, HP is shipping me a new DVD drive. At the time the order was placed I was told I had 15 days to return the failed part. On the order status page it says I have 3 days. It doesn't say 3 days to get it to fedex, or 3 days to get it to HP.
I call the support number given to me by the hardware department, and someone gets on the phone i can't understand, gives me a phone numer hear, and hangs up.
I call tech support and explain my question. After 30 minutes on hold, they come back with nothing. I asked if they understood the issue, and they said yes. I asked why I didn't get an answer, and they said they would be glad to help, but would I explain the problem. So I ask for a supervisor. On hold for another 30 minutes, and get disconnected. Nice, eh?
I call tech support again. I ask for a supervisor right off. They say I need to explain the issue to the supervisor, so I explain. On hold for another 30 minutes, but finally get someone. First thing he ask for is the problem. I explain again. Now he needs to ask the hardware department. We get disconnected after 20 minutes on hold.
I call tech support again, this time asking for the hardware department directly. Now I get an answer that I have 3 days to get the failed part to fedex (OK, fine) but also that HP must recieve it in 15 days. I complain that:
(1) what I was told verbally when I ordered (15 days) is NOT what it says on the order status (3 days)
(2) what is on the order status page is unclear (3 days to HP vs fedex), can someone please fix this?
(3) 3 days to fedex is OK, but I NEVER agreed to be responsible for how long it takes fedex to ship
Again, I get transferred to a manager after a 30 minutes on hold. He puts me on hold for 70 minutes, at which point I hang up. I make several more calls, but no one can address the issue, get disconnected, and what not. All I think I am asking for is for HP to do business with me in a very straight forward manner.
(A) what you say should agree with the web site
(B) reasonable expectations for (me) the customer, how about 5 days to get it to fedex. Period.
Over three hours on the phone now, I just want to return my product, and never do business with HP again. No one there either cares or is empowered to make things right. No customer should have to spend this much time on what seems like a simple matter. This is no way to deal with a customer, and a return customer at that.
11-14-2011 11:41 AM
OK, so no comments probably means I am communicating to the wrong place. So, what's the right place? Can't get to anyone who cares or has autority via standard phone numbers.
If there's no way to provide feedback, how can anything get better?
11-14-2011 12:15 PM
Not sure - I've always been treated super well. ... I would suggest that you post your question here... I've received some great help just by looking in the past.
11-14-2011 01:40 PM
Take a look at (1) (2) (3) and (A) (B) in the original post. The question is "what is the method to get these issues to someone who both cares and is empowered to do something about it?" No luck with customer support, techical support, and hardware support.
11-14-2011 03:04 PM
This is a User to User Forum so we do not really have any direct power to help. I can ask that one of the HP Moderators step in and see if there is some help that can be provided.