Question
Reply
 
Top Student
DAbitino
Posts: 8
Member Since: ‎02-08-2013
Message 1 of 14 (239 Views)

Poor customer Support

[ Edited ]

Original Text

From: [Personal Information Removed] To: HP-TM_KVSUPPORT_EN@MAIL.SUPPORT.HP. CC:   Sent: 02/01/13 11:35:43 Subject:Re: CM Carol /Domenic Abitino/CPL 7502626539/ Contact Information


Hello Carol, I just received my laptop this morning. I was wondering if you 
can clearly explain all that was worked on the laptop. I see the bezel was 
replaced just as noted on the worksheet. But I feel the 
battery problem still exists. Which was the original problem. So I decided 
to give you a call and hopefully have the opportunity to speak with you in 
person. Upon my calling i find myself speaking with Hector.15 minutes into 
the conversation i still had no answers.Hector at this point was rude 
and referred me verbally that i was Being Warned as a threat. 
And refused to transfer me to a supervisor. Which he then explained that he 
was the manager. My wife then explained to him that she was also in CS and 
requested he put his supervisor on the phone and we would happily wait. 
When he refused she asked for his employee number. Which he then gave. ID# 
7007323. I asked repeatedly 6 times to speak with someone that may help me 
with my matter. Hector again refused to transfer me to another agent and 
was very eager to hang up the phone which I did not want to do and remained 
on the line.23 minutes into the speechless and worthy-less conversation, 
Hector realized he had screwed up and that is why he would not hang up as 
per I did not agree to the termination of the call. He tells me and I 
quote, " Im warning you." Warning me of what??? I have Hector telling me 
that my 2 year warranty was no good. I asked him why would anyone purchase 
this extra warranty if it isnt going to benefit me? Why would anyone in the 
world pay extra money for nothing? I need a battery. He says it does not 
cover batteries. Why was I not told this would not cover batteries before I 
paid? Then in a very condescending tone Hector asked me "What are you 
trying to get out of this?" I responded with shock and awe that I am trying 
desperately to get my computer fixed. So he then says that I just need to 
wait for another email or phone call. From ANOTHER case manager. So at this 
point I again ask for a supervisor again.. And I am still on hold 
(presently, writing while on hold) Total minutes....33 minutes hector then 
agrees to get his supervisor and instead passes me off to another case 
manager.This young lady was very difficult to understand and consistently 
kept talking over me. When I asked also for her ID# she refused to give it 
to me. How am I supposed to keep track of every person that I am getting 
thrown around to? I again asked please transfer me to a supervisor, she 
then said and I quote "It is impossible to transfer to a supervisor. 
Supervisors do not take phone calls. They do not handle the customers." 
Handle???????? She speaks about customers as if we are zoo animals!!! I 
am outraged at this point. She, the same as Hector, kept trying to get me 
to hang up when I have a tremendous amount of questions. She said she 
could not help me with my questions. Again put me on hold. At this point I 
am now 44 minutes on hold. I am still holding. I will not hang up at this 
point. Because, if I do that this will not help me with the issues I am 
having with your product. I am very distressed right now in regards to the 
disgusting and unprofessional treatment I am and still are in the process 
of receiving.When she returned to the phone, she was acting as if she had 
not even recalled the last conversation. As if she was a recording. Rude. 
Very rude. She again asked for the error code for the battery problem and I 
have explained this so many times, you just had the computer. Why did no 
one retrieve the error message while it was there?. That was the original 
problem! If I sent it in to you to fix it with discussion and explanation 
before it was even sent back to you. How come no one there has it?? 
Really? !Cindy just told me I will just have to wait for an email or a 
return call and she commented that she is hanging up. . I asked her not to. 
I still have questions. Then all I have is a dial tone. I cannot even 
believe I just got hung up on! 




Please be advised that I WILL forward this message and conversation to To 
HP complaint Dept, Do you even have a Complaint Dept? Where do I send my 
problem to? I guess I will just post this on line to see where I can find 
help. 

On Wed, Jan 23, 2013 at 7:33 PM, Domenic Abitino 
wrote: 

Tutor
JimG1s
Posts: 4
Member Since: ‎02-05-2013
Message 2 of 14 (217 Views)

Re: Poor customer Support

Hey sorry to hear your issues...but I also must agree that HP's post sales support is in serious need of improvement. If you ever find that email address for HP customer complaints can you post it here. I kept a text record of my unsolved adventures with the call center folks.

 

Good luck. The best(and worst) advertisements for a company come through its customers.

 

Thanks

Regents Professor
lions99
Posts: 5,461
Member Since: ‎09-16-2011
Message 3 of 14 (198 Views)

Re: Poor customer Support

Please check your private messages. THX
Distinguished Professor
HardBeatZ
Posts: 3,551
Member Since: ‎05-31-2012
Message 4 of 14 (197 Views)

Re: Poor customer Support

Hello Dabitino,

 

I am going to forward this thread to the appropriate team for review. Someone should be in contact with you shortly in regards to your issue.


Contact will be made through the private message feature. You can check your private messages by clicking on the small envelope icon next to your name in the upper right hand corner once you have logged in.

--------------------------------------------------------------------------------------------------------
If I have helped you in any way click the Kudos button to say Thanks.
The community works together, click Accept as Solution on the post that solves your issue for other members of the community to benefit from the solution.
- Friendship is magical.
Top Student
DAbitino
Posts: 8
Member Since: ‎02-08-2013
Message 5 of 14 (170 Views)

Re: Poor customer Support

Good luck with that I have searched the internet and no luck at all. no to mention I have asked HP if they had a complaint dept. and guess what? Still waiting for an answer.
Top Student
DAbitino
Posts: 8
Member Since: ‎02-08-2013
Message 6 of 14 (170 Views)

Re: Poor customer Support

I have Thank You.
Distinguished Professor
HardBeatZ
Posts: 3,551
Member Since: ‎05-31-2012
Message 7 of 14 (155 Views)

Re: Poor customer Support

Keep us updated DAbitino.

--------------------------------------------------------------------------------------------------------
If I have helped you in any way click the Kudos button to say Thanks.
The community works together, click Accept as Solution on the post that solves your issue for other members of the community to benefit from the solution.
- Friendship is magical.
Top Student
DAbitino
Posts: 8
Member Since: ‎02-08-2013
Message 8 of 14 (118 Views)

Re: Poor customer Support

[ Edited ]

Well I was contacted via a pm, by someone who claimed they would contact personally concerning my problem.

Today is February 26 2013, and no one has attempted to contact me yet!

I am almost positive that these are generated messages that are sent to me. As of today HP support still remains worthless. I have a $1200.00 laptop that is a huge paper weight......

I get blue screens. lock ups, freezes, and continuous Highlighting as I mouse my curser around to try to get somewhere.

THIS SUCKS!!!!!  I am already in market for a new laptop.( Definitely Not HP) I plan to send this one back to them as a conservation piece for them to use. I f I build up the courage i think I will send it back with a big pile os [Content Removed] on it because that is excatly what it is.

 

Distinguished Professor
HardBeatZ
Posts: 3,551
Member Since: ‎05-31-2012
Message 9 of 14 (113 Views)

Re: Poor customer Support

Hello DAbitino,

 

I'm not sure what happened, but your case has been re-escalated. Someone should be reaching out to you again in regards to the issue.

--------------------------------------------------------------------------------------------------------
If I have helped you in any way click the Kudos button to say Thanks.
The community works together, click Accept as Solution on the post that solves your issue for other members of the community to benefit from the solution.
- Friendship is magical.
Top Student
DAbitino
Posts: 8
Member Since: ‎02-08-2013
Message 10 of 14 (108 Views)

Re: Poor customer Support

HARD BEATS THIS IS THE SAME THING YOU WROTE ON THE 02/11/13.

NO ONE GOT BACK TO ME THEN AND NO ONE GOT BACK TO ME NOW. THEY WILL NEVER GET BACK TO ME. THIS IS JUST A BS MESSAGE THAT BUYS TIME.

I WOULD APPRECIATE IF YOU DID NOT WRITE ANYMORE!!!!! AS TO NOTHING GETS ACCOMPLISHED ANYWAYS.

HP CS JUST PLAIN SUCKS!!!!!!!

THIS POST IF FOR FUTURE PEOPLE WHO I HOPE BEFORE BUYING WILL DO SOME RESEARCH AND COME ACROSS THIS TYPE OF REALITY.

MY LAPTOP SUCKS. THE BATTERY DORES NOT LAST, IT FREEZES, BLUE SCREEN AND THE CUSTOMER SERVICE REFUSES TO HELP!

i will also post on here next my warranty that is currently still active. HP will stall untill it runs out so they can tell me i have no more warranty. Which by the way i purchased the extended two year plan. What a waste of my hard earned money.

 

 

COPY FROM YOUR LAST MESSAGE:

Re: Poor customer Support
 

Hello Dabitino,

 

I am going to forward this thread to the appropriate team for review. Someone should be in contact with you shortly in regards to your issue.


Contact will be made through the private message feature. You can check your private messages by clicking on the small envelope icon next to your name in the upper right hand corner once you have logged in.

 
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the Terms of Use and Rules of Participation