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05-16-2011 09:25 PM
I have a long message, but this forum seems to be the only real feedback option, so I'll share my concerns here.
Seven years ago I purchased an HP printer. For the reputation HP had, I thought it would work fine - it broke within a month. My second HP printer that I bought 4 years ago broke after only 2 months, having printed out no more than 20 pages.
Recently, I bought an HP computer - within two months, my $1200-purchase was useless. I kept on getting blue screen and other crashes so I called HP support. I had standard warranty. The support technician told me that standard warranty meant they could only tell me how to fix the computer myself over the phone. Apparently, that is what HP means by standard warranty - that you have to fix it yourself. Why then is it included in the price?
The support technician was asking me to unplug all cables from the box, open the box and remove one component after another, to plug back all the cables and turn the computer on. When that didn't work, he told me to remove the cables from the box once more, remove another component, plug back the cables into the box and then turn the computer on again. This cycle was repeated numerous times with me taking components in and out, until I looked at my clock and realized I had been on the phone for hours without any result, doing the work of HP support. The support technician said that he could not give me the address of an HP repair location until I completed all the work - meaning that I would have to continue sweating, trying to fix my computer - essentially working for HP free of charge.
I told the technician I was outraged. When you buy a brand new car and it breaks down, you don't get a call from a mechanic telling you how to fix it - you take it back to the dealership and he fixes it if it is in the warranty. HP, it seems, has one policy regarding its defective products and that is - ACCEPT NOTHING BACK, regardless of any warranty. I've owned AMD, Intel, Dell and Asus computers and didn't have any issues.
When the HP stock price fell by more than 9% in February, HP "blamed weakness in PC sales to consumers", a Bloomberg article says. That tells you something about the quality of HP PC's. Moreover, just one day before HP is supposed to report earnings, a memo leaked out to Bloomberg warns of lower profits and it is in that memo that the HP CEO orders executives "to watch every penny". Indeed, ACCEPT NOTHING BACK, seems to be an excellent cost-saving policy; however, it didn't prevent your stock from falling 5% today alone.
The HP computer I got recently is the last HP product I will ever buy.
05-17-2011 08:32 AM
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06-13-2012 10:26 AM - last edited on 06-13-2012 11:47 AM by ValerieG
Dear HP Friends: I own and use 3 HP printers; newest one Officejet Pro 8600 premium. "HP Instant Care" connection program didn't work for/in my supercomputer; I had only voice help/support; no HP computer's control. SUGGESTION: HP should have a substitute connection program (one among many popular ones) to have direct computer's control. THIS WOULD HAVE SAVED YOU MANY HOURS OF SUPPORTING TIME. I had a great difficulty installing HP 8600; with long distance computer control would have been easy: in minutes instead of hours.
Last technician's word fixing problem sending fax from computer was, that there was incompatibility of HP 8600 with Microsoft Word (Microsoft's problem, no HP's). NOT TRUE! I reinstalled HP 8600, and everything is working fine now from my computer; no communication problem.
Please see records for useless hours expended supporting me for lack of direct computer connection with another program when "HP Instant Care" does not work, as in my computer.
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