Poor Customer Service

[johnvlewis]

I've recently been going through an ordeal with an HP case manager that was an ordeal that I hope no one ever goes through.  While I was out of the country I reported a problem with my new laptop, after 4 calls and doing everything that was requested to resolve the issue my case was raised to the next level.  I was assigned a case manager by the name of Adrian and immediately called him to discuss my problem.

This case manager informed me that I would have to send the laptop in for repairs.  I informed him that I was out of the country but would return on Nov. 10, 2010 but would be leaving the country again on Nov. 27, 2010 and would require my laptop before leaving the country. Once I arrived home I immediately called Adrian, he then informed me that I would have to wait for 3 days for the shipping box and lables to arrive.  Now, I once again pointed out my urgency and requested to be able to print the labels and return in the original box.  He then informed me that I would have to wait.

Upon receipt of the shipping box and labels I immediately packed the laptop and took it to Fedx for shipping.  The return shipping is 2 days.  After the laptop arrived at the repair facility I was able to track the status and was shown a return date of December 1, 2010 which was well after my departure date of November 27, 2010.  I tried everything I could to have the shipping expediated but to no avail.

I spoke with Adrian several times and he never once explained to me that the laptop would be returned by Fedx ground which could take up to 10 days.  The laptop left the repair facility on November 21 st and had it been shipped 2 days it would have been in my possession well in advance of my departure.  That did not happen.  If I had been given the courtsey of telling me the shipping would be regular ground shipping I would have paid to have it sent express.

This entire mess caused me to have to purchase a new laptop on the 26th of November.  This was a cost that was totally avoidable if I had only been given some common courtsey by the case manager.

I spoke to Adrian and requested to speak with his supervisor or manager and he then told me that was not possible and that he was the case manager and I had to deal with him.  I then contacted the HP corporate offices in California and was directed to the "Executive Customer Relations Department" and explained everything that had been happening and expressed my displeasure with the case manager.  I was then informed that they had no authority to do anything, that only the case manager could deal with a problem.  I went through this on 3 different calls to the HP corporate offices.

Now, my question is how can you file a complaint against a Case Manager when they have been given the ultimate authority?  I might as well ask a police officer to write himself a speeding ticket.....just isn't going to happen.

I am totally disappointed with HP.  They have no true customer relations and could care less about the consumer.  It doesn't matter to them that as a consumer I had to purchase another computer due to the lack of concern or help from one of their case managers.

If anyone can tell me how to contact someone with some real authority within HP I would really appreciate your help. The above is only a brief description of everything I went through with this case manager.

Thanks for your help.

[Mumbodog]

This is a user to user forum, but sometimes HP employee's reach out and help, they will not respond in the open forum to help, but will send you a private message, so check your messages occasionally.

Sorry about your troubles with HP.

.

[johnvlewis]

Another example of HP's lack of consumer care.  I posted a message about poor customer service and instead of telling me where to make an official complaint or where the post should have been placed it was simply removed by the WendyM.

Nice to know how much HP cares about their customers.  Another reason to look at other computer manufacturer's.

[SandyD]

Welcome to the HP Consumer Support Community. This is a peer-to-peer community for customers to connect and share solutions regarding their HP products. If you have additional or direct feedback for HP about their products or services, please use the link below.

http://welcome.hp.com/country/us/en/wwcontact_us.html

If you have other questions and concerns, please feel free to send me a private message.

Thanks!

[prohio]

Here I am, following up with a very similar and equally frustrating experience. And, here, as with others, I am sorely disappointed in HPs total lack of consideration for their customers.

My kids gave me a HP Compaq laptop last Christmas. I was thrilled! By the first of December this year...less than a year old...it had been returned TWICE for repairs.  It had developed serious  and on-going electrical problems. They replaced the motherboard and returned it with the burned out battery, but I was so thrilled to have it back, I didn't mind. They told me I needed to buy an extended warranty when it went in for another service the first of December.  I did. They replaced the keyboard, the battery, and the charger...more electrical problems they said.  Two weeks later...WHILE I WAS WORKING ON IT...the keyboard began to act bizarre.  Letters were doubling or opening programs (like using a shortcut, only I wasn't).  Of course, when it closed I couldn't get back on because I couldn't enter the password. But it powered up fine, no blue screens...everything working but the keyboard.  I wasn't worried; it was an inconvenience to lose it over my break from college but a keyboard problem is a fairly minor thing.

I called and service agreed it sounded like a keyboard issue and I would need to return it yet again. They asked me to hold.  Eventually someone else came on to confirm the information, as usual, and ...as a parting comment... mentioned "...if everything is covered by your warranty..."

Odd.  NO ONE had ever said that to me before.  It was the exact same problem as always.  Electrical.  I sent it back.  NOW they are telling me it is a 'liquid spill'.  Not a chance.  I was ON my laptop when it died.  I have seen a laptop die from a spill.  This wasn't it. It didn't blue screen. It didn't shut down, or refuse to power on.  It just had a bad keyboard problem.

No one touches my laptop.  It is mine for my work and college. It LIVES in a waterproof laptop case.  It is never unattended. And I was WORKING on it when it went down.

I told them, there is no way anything was spilled on it here.  They don't care. 

I know this is just HP wanting out from under this LEMON computer they sold me.  Why not just replace the stupid thing?  It is obvious it has had these issues from the beginning!  I should have known the second the service person threw in that last comment that they were planning to do something like this.

In today's economy we should have the right to get decent product for our hard earned money.  We should be able to expect respect and honesty from the businesses we support.

This is blatant fraud, and I am very upset at being treated this way by a company I have known and supported for years.

[piqued]

I have had trouble with my HP mini's keyboard within 3 mths, but I left it aside, since I have my own laptop (which, fortunately, is not from HP, and is surviving after 5 years without repairs whatsoever). After 6 months or so, I sent it in for repairs. The keyboard was changed on the spot. Again, I left it idling for a while. About a month later, I began to use it, almost daily, and within 2 months, another key on the keyboard died on me. I sent it in for repairs and was told it was 2 weeks after warranty, but as a SHOW OF GOODWILL, they will do a free diagnostic check to ascertain the cause of the problem.

2 days later, a technician called me to tell my, my LCD was SPOILT! What??? How did that happen? I was told to pay for the repairs, if I had wanted to, and would cost me 3X more than my keyboard repairs. I told them, when I sent it in, my LCD was fine. My conclusion was, they might have spoilt it, so I wanted them to repair it NOT at my expense. They refused to.

For the following two days, different HP personnel continued to call me, to convince me IT WAS MY FAULT, so I HAD TO PAY for the parts. Obviously, I refused to. In the end, I brought the matter up to the consumer authorities, and sent them an official letter, reminding them they might have defaulted on certain laws.

A week later, I was told to collect my machine. I did. Nothing was done. My keyboard was still not working, and my LCD was still spoilt. I did not check my machine at the collection centre before I signed the service report, assuming innocently, that they would at least have repaired what they have spoilt. NOPE. By the way, this time round, on the service report, there was an additional disclaimer, about them not being liable for intermittent problems, which they claimed was happening to my LCD. I checked it at home, it's not intermittent, it's CONTINUOUS.

I could actually continue to bring this up to the authorities and demand that they fix my LCD.  However, I feel very harrassed by HP's personel, including someone who claimed she is the manager, but was very rude. My Mini cost only a couple of hundred dollars. I've decided to throw it away as junk. A friend wants to dismantle it, and obviously, I agreed. It's too much of a hassle to bring HP to court over a cheap and useless junk. 

I would probably get myself another computer or something, but rest assured, I won't touch another HP. In fact, luckily noboby in my family uses HP, and from now onwards, for the sake of my friends, and family, I would relate them my nightmare with HP and hope no one else suffers as I did.

If HP is not going to do something about their poor or non-existent customer service, and continues to employ managers who do not listen to their customers' woes, I think there won't be much of a HP left in future, evident from the influx of complaints from exasperated HP customers like me. At least we are the ones who care enough to let HP know, what about those who could not be bothered, too exasperated to voice it out? I'm quite sure there's a lot more of us out there. 

Whatever the case is, I'm going to let matters drop. I'll just throw it away, far for my sight, and erase HP from my list whenever I need electrical goods.

[utpalabaruah]

I got my notebook pc replaced with new mother board as the authoized hp service centre at Jorhat of Assam , India in the month of October,2011. They changed the mother board but the key boad is fixed so  badly that , I feel it is loosely fitted ( might develop problems at any time) , i have no words to expresss . when i type is sounds so badly . Probably my original key board was replaced by them and fitted some others defective key board.

The job was given to them by my husband Dipu Kumar Deka.

Now i feel like throughing away my hp notebook pc and look for some other .

[aniabutt]

HP is the worst company I have ever dealt with.  The customer service representatives are incredibly rude and are not authorized to do anything for you.  The case managers will not help you with anything they will just reiterate over and over that the warranty says this and that.  I bought a Pavillion Notebook not even 3 months ago and it already has to go in for repairs because the hard drive burned out.  They want me to send it in for repairs I refused this and wanted another option. I did not pay $800 for a refurbished computer I paid $800 for a brand new computer.  I kept telling them how unfair this policy is and they kept telling me that its nothing but fair because they are offering to fix it for me without charge.  How is it my fault that the quality is poor????  I don't want them opening up my laptop then sending it back to me. I want a new computer not the lemon that they sold me. If I wanted a refurbished computer I would have bought one.  I am beside myself at this point.  I have online classes starting in a week and will now not have a computer.  I will never purchase from HP again, I will warn everyone on the internet never to purchase their products.  Any other company you go to whether Dell or Sony or Apple, they will accomodate you.  Another point for the giant corporation while the working class gets reamed.  It's just not fair.  I'll be contacting the better business beaureau and if anyone else has any other suggestions who I can contact or if anyone else had any luck getting through to these people to give you a new laptop please email me!  I feel so sorry for everyone who has posted on here......I'm in the same boat and it's not fun.  Good luck to everyone who is dealing with HPs horrible customer service and poor quality products!

[phur]

I totally agree with you about HP poor service .Here is my story with them  :  I bought a compaq desktop from HP on October 1, 2009  with one year free warranty...A few weeks before the free warranty expired I received an Email from HP informing me that the free warranty is about to expire , and asking me if I would like to renew my warranty for 2 more years , I accepted the offer and payed for 2 years Care Pack Warranty on September 8, 2010.I received confirmation and registration certificate for 2 years In which means that the expiration date for this new warranty would be 2 years from the date of buying and paying for it  Sep.8,2010 . on December this year I needed help with my computer and contacted HP support  , They declined the support and told me that my warranty that I bought and paid for 2 years is expired ...Case Manager Ron Told me that the 2 years warranty that I bought after my free warranty expired infact began from the date I bought my computer which was October 1,2009 , when I told him that my warranty starts from the date my free warranty expired , He insisted that what I paid on September 8,2010 was for the Time I bought the computer . I tried to talk to someone else in HP , But all told me its the case Manger who decide period .  I really feel disappointed . I think , People have to require that the end of warranty Must be stated in the warranty certifacte .

[dokum1972]

Purchsed a HP Envy custom build in April 2012 

First unit purchased had to be replaced due to issues with the Optical drive releasing the DVD's

Replacement unit has been problematic and finally got to a point that I had to contact support .

USB 3.0 accepting USB 2.0 connections. Blue screen crashes when disconnecting USB devises and going into sleep mode.  Crashing while unit was in sleep mode.

My custom build custom built Envy computer issues with Support started on November 23 2012.  Went through support who indicated that the in home office service CARE PACK that I purchased was not available for my Envy.  Only option is to ship the unit back.

A box was shipped to me and it was addressed to ship the computer back to myself which I did on November 26th.  On November 27th. it came to my home.  I contacted the support representative who indicated that they could not email a shipping label and a new box was shipped.  When I got the second box,  I immediately shipped the computer to HP and it took 13 days to send it back to me.  No communication came forward from the HP Service Representative during that 13 days and I had to call for a status.  

Upon finally receiving the laptop, I found that the only thing done was replace the hard drive. Of which they placed the wrong Windows version on.  Original Purchase was Windows 7 Professional and they sent it with Windows 7 Home.  I contacted support and they said the only thing they can do is send me another box.  They shipped a box to me that was crushed with no mailing label.  I called HP immediately and the representative did send a shipping label one a day later by email.  I shipped the computer back immediately and it is now December 31 2012 and I still have no delivery date. 

The service representatives have been rude and have not communicated.  I have made countless calls to the service consultants and they have not been helpful or responsive to my inquiry.   Greg the Executive Case Manager has stated that he is the HIGHEST LEVEL OF SUPPORT and my inquiry can go no further.

Basically take it or leave it this is all we are going to do.  NO REAL TIMELINE has ever been given.

All I ask is to have my notebook returned to me working correctly.  

Service Order Number #[Personal Information Removed]

Model # LW897AV

Serial #[Personal Information Removed]

    Case number[Personal Information Removed]