Poor Customer Service

[kxuna]

I have been a loyal customer to HP for several years. I've always had great customer service until the last couple months. Not sure if there is budget cuts that are devaluating the quality of the customer service representatives but it has reduced in quality. They are not well educated in the process and systems. I've been hung up on while being transferred 3 times. I've called to report issues and wait for result until I cant wait any longer only to come find out nothing was done the previous time I called. Some associates get too caught up in verifying security when all that is needed is a simple general question that would take half the time it does to confirm all my personal info. Your staff is not aware of all the services that HP can provide thus I get different information every time I call. I am unable to submit complain without a serial even if I have already shipped out my computer for repair and dont have access to the serial. In my specific case, I have been waiting weeks for a return shipping label that was suppose to have already been inside the return box but wasn't. My warranty has been extended to accommodate the repair request while I was under warranty but now it is passing the extended warranty too. If the conversations are recorded you will see I have called several times each time having to be abotu an hour each time for simple questions! The last time I called I asked to speak to a manger, the girl said sure I will transfer you to a manger, then I am transferred to another employee Joyce who said there are no managers available to help customers. They will strat to review my notes wihtout telling me what they are doing. they dont say please hold while I review your notes. It just goes to silence and im not sure if they have disconnected or not.  When trouble shooting instead of saying click on a specific link they ask if you see other things around the page to reference your on the same page. Today I called again to find status of my return shiping label again 55 minutes until I was to be put on hold then the call disconnected from your end. Problem unresolved and if I call back it will take another hour to figure out the situation. I am absolutely overwhelmed with anger, so i apologies for babbling on and writing with grammatical errors because I dont even want to spend another minute having to review this.

[112241]

 I had the same problem.H P does not care.only if you buy extedend warranty will the talk to you my unit is only 3 years old. tthey told me the mother board was bad and could do nothing but sell me a new one. model#   s3242x  [text removed for privacy]  I also asked for a case manager but they have none.  Wlii Schuman                                                                                                                                                                                                                                                             

[srikant_59]

Dear sir,

               I have purchase your product & also register the product under your wave site moment when i purchase your

               product officejet J3500 I have not found your free black cattrage ink in site the Pak.so i send a mail to your company

              related to this matter.But  it is a matter of regrate , no body respend till now.So i request you kindly look after the  

              matter.Detals of my Purchase Product Given below.

              Prodect Name-HP-Officejet J3500.

               Sl.No-cn0315zixk.

              Date of Purchase-23.10.2010

              Retlar Name-NIGAMA COMPTECH & SERVICES PVT.LTD.(orissa)            TL.No-06764-223242

[ajahp]

HP have very poor customer service in my opinion.  My last HP went bad, and was not covered under warranty, however HP sent me $150 HP dollars (coupons) towards my next purchase.  Against my better judgment I bought another HP noteboook and sent in the coupons.  They have not sent me the $150 after 6 months, and I have spent over two hours trying to track down which department to talk to.  It is not handled by their rebate departement, and no one within HP is familiar with HP dollars.  This is my LAST HP Product!  There are  plenty of alternatives.  Goodbye HP.

[JohnManchester]

 Does anyone have any experience in getting HP to expedite a placed order without spending a fortune on their premium rate phone line?

After an unacceptable and ever changing delivery date on a new laptop, we noticed that the Compaq Presario CQ56-110SA had a similar spec and was advertised as "available immediately" and with "Next Day Delivery".

Therefore we decided to cancel the first order.  This was not possible on the website and instead had to wait 30 minutes in a telephone queue to cancel.  You can order easily, on-line,  but to cancel for HP's delay involves calling a premium rate tellephone line and a long queue!

Anyway, after placing the second order, the laptop didn't arrive the next day.   On checking the delivery status it shows the purchase (i.e. the second one) as a 'back order' to arrive in stock 2 weeks hence.  So we went back to the HP site and lo and behold, the advertisement still  says "available immediately" and with "Next Day Delivery".

I am disappointed that HP advertise immediate availability and next day delivery before you order, then after they have your cash they advise a much later delivery date. We would have stuck with the original order if we had known the second one would take 14 X longer than advertised.

Anyone else with this experience?  Anyone found a solution which does not involve running up a bill on HP's premium rate phone line?  Its very frustrating and I would not recommend the site to anyone for this reason.

[Login_name]

I bought a new printer, and have problems running it on Windows 7. The printer is still under warranty, so I contact support. They send me a replacement printer, same problem. I get passed around from one team member to another, they don't read the problem description and make the same suggestions over and over again (reinstall Windows, upgrade the drivers - none of which help, no matter how often I do it). They've even sent several replacement printer-heads, even though we all know it's not the solution.

Since there's nowhere to complain about the service they get away with this, and they're not only lazy and incompetent, but rude into the bargain. I'm beyond angry.

The lesson learned is "never ever buy HP products".