Customer service problems. Anyone at HP I can talk to?

[biscuit72]

I'm having a horrible customer service experience with HP with regards to a repair to my brand-new Pavillion PC. The problem has been ongoing for a month, and I'm never able to get a straight answer our of the customer support reps as to when the unit will be shipped back to me.

Is there anyone at HP I can talk to outside of the front-line customer service center to try and resolve this? 

[Tech_Rain]

do you have the service order number that the technician gave you when you send the computer for repair?if you have it then call HP tech, give it to the tech support agent so that he can track the shipment

[biscuit72]

Tech_Rain - thanks for taking the time to reply to my post, I'm sure the hell I've been through with HP is hardly your fault, but frankly, your reply is indicative of the appalling customer service I've encountered with HP. Your post is hardly timely (over a month since I made my post), nor at all helpful.

I ended up calling tech support on a daily basis in order to try and expedite the process, and was given conflicting, incorrect information, and straight out lied to. Nobody seemed to have any clue as to when I could expect my computer to be fixed - a brand new computer which HP had delivered to me in a defective condition. After a comedy of errors involving misplaced warranty statuses, empty boxes being shipped to me, and general incompetence from tech support representatives, my case was transferred to a case manager.

This failed to improve matters. After the new expedited date for my repair came and went without the repair center ever updating my ticket, I was offered a replacement PC. The date when my PC was due to ship then came and went, another call to the case manager (who had again failed to call me with an update by the promised date), and I ask for my money back. Eventually, I receive a check. 

Numerous HP representatives promised to call me back with updates on status. Never once did that happen. HP failed to deliver a working PC, failed to log a repair ticket until I called back a second time, failed to deliver a return box until I called back, failed to provide me with promised status updates, failed to expedite the repair as promised, failed to deliver on promised repair dates, and failed to ship a replacement computer by the promised date. 

I took my check, spent it on components at newegg.com, and built my new computer myself - a process that took less time than it took HP to ship me my original defective computer.

All in all, a total failure on the part of HP to serve their customer. I will never buy another product from HP again.

[FirstReviewer]

It does seem that HP's Tech are very hard to talk to. I just tell them that I will call them back. No one wants to hurt anyones feelings because others can't understand them. I just started talking to Dell. I ended up dealing with a local Computer Company. The problem with all of this is that I liked my HP XT958 Desk Top. I have never had that problem when I worked with the Dell Company, however I don't have a Dell Computer, but they did assit me as best they could.  Good Luck.

[elitekita]

I don't know if the last poster realizes that this is a 16 month old thread, but I just want to comment that I had met with similar dysfunctional tech support staff a year later...

   Their actions in my case were different but the same unreasonableness and unwillingness to resolve service irregularities:

...inability to locate product number and serial number 4 weeks after date of sale (preventing me from even getting support for a month)

...lost documentation (telephone support...the left hand...had no record of the right hand chat support I had received)

...misplaced and apparently falsified records of support....

...all seemed to cover-up inability to actually solve the mechanical problems...

I've since read of similar support and human relations issues, including the end result of repair...replacement of the video card and the motherboard (with a 90 day warranty that I learned, not by reading the repair paper work, but by calling tech support to let them know that after a week the machine was working fine) that MANY people seemed to have had replaced. 

...but in the end, THIS forum, THIS community's support, got HP to provide ITS warranty support...thank you.  

[dwillin]

I have a similar fiasco with Hp's service dept. Sometime around June 12th 2011 I sent my desktop PC to Hp for repair of a boot-up problem. As required I paid in advance(it was out of warranty-3 yrs old) Since I was leaving on vacation on June 30th  I called and requested a rush repair on my machine. They proceeded to yank the hard drive and replace it (I lost everything !) and for some reason replaced the optical drive-which, as far as I knew had NO problems. When I received the machine back on approx June 20th the faceplate was broken. So I called and they assured my that they would ship me another faceplate and I should have it long before I left for my vacation. I STILL don't have it and I'm already BACK from vacation! It gets better-or "worse" I should say! While I had the guy on the phone I inquired about the optical drive that had been replaced and asked if it had been replaced by the same model as the original one and was assured that 'Whatever came out is what we put back in!' WRONG! I got curious and pulled up the hardware in the computer and found they had installed a CH20L and what I had was a GV310-AV. My original was a 30GB Blu-Ray Writer and the CH20L is only a player. Since I paid an additional $320 for that writer just 3 years prior, I was needless to say upset! After hours and hours of explaining the same thing over and over to different people on the phone I was given a 'elevated case manager'. This guy even argued that they did NOT replace the optical drive and made me copy and fax their own repair paperwork to him! You mean to tell me that a company the size of Hp can't even LOOK at their own paperwork without the customer having to provide them a copy of it?!! NOW I'm being offered a Hp BD340i optical drive to replace my GV310-AV because I'm told the original is "Not Available to Hp anymore". So I said FINE! I'll find one myself and Hp can just pay for it. I found one online within a couple hours (NEW) for $454. Now they say they won't pay for it. Even though I offered to accept the original amount I paid THEM for it 3 years ago ($320) and pay the remainder out of my own pocket! It's nothing but a RIP OFF! I've also sent 2 e-mails to Hp Corporate and all they did was have the same guy call me with the same old song and dance-it didn't change a thing! I'm not trashing Hp as a company or trying to drag their name thru the mud-their actions do that for themselves! Everything I've said is absolutely the truth! They took something out of my computer that I feel wasn't even defective and now they refuse to make it right! Their original repair claim was 'For $199 we'll replace/repair ANYTHING that's bad, even if it is the motherboard!" I paid almost $2000 for that computer 3 years ago, I have a Hp G72 notebook that I paid almost $1000 for last year, and also a Hp printer. So Hp-if you're gonna rip me off you may as well just make it a good screwing because I'm done with you! And it's a real shame too! Because I always have had excellent experiences with Hp products! But let's face it, your customer service sucks! I ran a customer service dept myself until I retired last year. And I've never heard such a bunch of BULL in my life! I always told my CS people that "your CEO or company owner may SIGN your paycheck but that customer on the other end of that phone supplies the money! When the customer goes away-you all go away too!" So, just keep treating people like that and you'll probably find yourself gone somewhere down the line! NOT happy at all!