Quality Control and complete lack of Customer Service

[nothp]

I will start this post in letting you know that as I write this, I'm currently printing out my Return Authorization labels.  Read further for the details.

On October 7, 2009, I finally broke down and ordered a new HDX 16.  It had been about 7 years since my last computer purchase.  I decided to go with a laptop for the mobility conveience and I selected HP after doing a reasonable level of research and generally liking what I had scene from them over the years from others.  I customized the machine to meet my requirements, picking a number of upgrades, knowing that I would keep the machine for at least 4-5 years.  Anxiously awaiting, the machine was due to be delivered yesterday.  Unfortunately I missed the devliery by 5 minutes which required a drive to the local hub for pick up.

Arriving home I opened the box, inventoried the contents to make sure everything I had ordered was present, quickly reviewed the documentation, and then plugged it in.  After running through the initial setup, I was off and running without any issues.  I quickly noticed the speed of this machine and was very pleased, initially.  Within 30 seconds of Windows booting, I noticed (what I thought was dirt) on the surface of the screen.  I recalled that there was a black felt like sheet between the screen and keyboard when I opened and just assumed it must be some residue from this.  I attempted to remove with a tissue only to find, and to much dissapointment, that it was actually below the glass of the screen.  Concerned, but not frustrated at this point.

I initiated an online chat session with HP Support.  I was not please with the response I received from them, which was to send my 4 hour laptop back for repair, which would take 5-7 days plus roundtrip shipping.  So, after dinner and much contemplation as to wheather or not I could live with this defect, I called HP Support.  I spoke to an individual who was very nice and understanding of my concern.  He mentioned the best thing to do would be to call HP Sales, but prefaced this with their hours of 8AM-8PM EST.  He said they would simply send a replacement, and I would simply place the defective back in the box and return.

So this morning I called and spoke to a rep.  She indicates that it will not be a problem to "exchange" the product.  She reviews the specifications of my custom built machine and then goes on hold for a few moments.  She then returns to inform me that some of the Free upgrades that I had chosen were no longer Free and I would be charged for them initially and then refunded.  This immediately raised a red flag, because now it sounds like they want me to pay for something.  Mind you I have already paid in excess of $1k for this machine.  After explaining to her what the definition of "Exchange" is, she admits that she can't do anything else and suggests that I be transferred to the Resolution department.  I then speak to another rep. who indicates that I will be charged again for a new laptop, I will have to wait for the shipment, return the defective unit, and then I would be credited.  Again I explain the definition of "Exchange" to her, finally with the end result being her issuing me a Return Authorization Number.

Now, I realize that these reps are tied to a script written by someone else; however, here is my major concern:

My issues is clearly with the lack of Quality Control and the lack of respect for customers.  Had the machine been checked, this would not be an issue.  To tell a new customer that you will be charged for a replacement is just ludicrous.  Not to mention that I now have to wait for the replacement, which means if I use the defective unit, I need to worry about copying any data from it to the new machine when it arrives.  This is not the experience that I would have hoped for from a company like HP.  I also know that I will never recommend their products to anyone. 

The bottom line is that the machine and accessories are being returned and I'm buying another brand.  Most likely I will stick with the brand that I have used for the last ten years with no issues. 

Frustrated former customer.

[hp-s]

you r not alone, trust me!  this is the kind of service they offer, garbage!   im sure most of the customers have had painful & frustrating experiences with this people and theres nothing anyone can do about it.  that is the kind of "service" they give and they are very good at being bad.

i truly do not get how they dare to claim that they are #1 in cust service.  they SUCK!  they are disrespectful and terrible at troubleshooting.  how can the solution to every stupid little thing be to do a system restore?  this is ridiculous!  they have a bunch of people there with no education or manners.  even the supervisors are terrible!  i thought that it would be a lil better if i reported it to a supervisor.  guess what?  the "supervisor" was worse!  what a surprise!  no wonder they do whatever the heck they want and treat customers like crap! 

this was my first and definitely LAST hp product.  i actually bought more than one for the office after i got the first one and the moment i realized i was going to experience this frustrating situations i went ahead and returned them all.  it was too late to return the first one i bought so i had to keep the piece of crap!  

one moron rep ---that as far as im concern could have had maybe a high school diploma if anything---, cost them a huge sale.  do u think they could care about that?  of course not!  they hire anyone who can say " i apologize for the inconvenience we may have caused" -  that's all they say when they mess up and ive heard it enough to know that coming from them it really does not mean anything at all.  its just a line that they were told to say or write when i doubt, which is all the time! or other lines: "the solution is to do a system restore" , or  the most original one:  "can u please hold on for a couple of minutes?" (only then they hang up because they dont know what to say.  and they call this service?  what kind of airhead is in charge and agrees with this? 

but who cares, right?  this is the way that they have managed to build a multimillion $ company that has made their success by crushing, abusing, using, stealing, disrespecting the customers and who knows what else!  they are thieves!  the steal our $ with a piece of garbage that is not worth a cent and then they have the face to say that it is our fault?  well, yes i agree, it was my fault by getting myself into this mess trusting a salesman that will say anything to sell.  they're worst than politicians, true liars and take ur money and then laugh at you.

whats really disturbing is that they get away with it all and they dont care who they negatively impact or hurt in the process!  management created well designed robots who will follow their orders to the letter as long as they provide this terrible service they have a job there!  what kind of crappy management is this?  i just hope that eventually people stop giving them their money so they see the consequences of all the bad things they did all this time.  it would be good for them to taste a little bit of the "joy" they've spread to so many victims.  i just wish i could see it happen!

i wish u all victims out there a lot of luck and courage to do whats necessary to make them do what you paid for!  i hope u get it because months later after dozens of calls, chats & emails i still have a piece of garbage, a lemon and i paid a lot of money for it, and what did they do?  laugh at me!

im sure it is just a simple thing that anyone who is actually prepared with simple basic knowledge, and with the education to handle it the right way would have solved in a minute!  but they have to have the 3rd class staff most probably in a third world country that do not understand and dont read and all they care is what they think.  how many times do u have to repeat yourself so one of them actually gets it?  do they even know how to read?  maybe thats the problem!  they dont even read how can then understand and analyze a situation to decide what the solution is? 

i wish i could have said this was an isolated incident and maybe 1 or 2 of them could have fooled the hiring person and that's the reason why they're there, however, when it is every single one of the ones that ive had the terrible pleasure to chat or talk with, including management (unless they said they transferred me to one when in reality it was another rep impersonating a supervisor), u have to wonder and every human being has a level of patience and can only handle so much stupidity and im at the level where i used all my patience with these people and have had it.  i have not found ONE decent rep that knows what they're doing and actually find the simple solution that im sure it is.  and simply months later i have a piece of garbage that doesnt work because of their stupidity!

it would be good that the "people in charge" read all this feedback from customers who have gone to hell and back because of the hp team lack of common sense.  it would be good to know that they care instead of what they demonstrate which is they dont care at all.  they have these forums so people can vent and actually believe they care because u think they read it and could get the help u needed but honestly they could care less!  and that is the sad truth.

just STOP buying there products and move on to real experts, real technology, especially real service and respect!  havent they abused of u enough?  how much is enough for you hp user community?

good luck to all!

---

do you want to work at HP?  read the posting below: 

dont know how to read or listen?  did you ever finish high school or went to school at all?  do you know absolutely nothing about systems or technology?  are you a disrespectful "person", lack of basic manners or basic education?  do you lack of motivation?  are you interested in not helping anyone and disrespect people all day long?  do you want to work at a place where we dont care what you do or how you do it because you will get paid anyway and the worse job you do the more we like you and the farther you will go in your career with us?  this is the place for you!  no interview or training necessary!  you might need to follow the written instructions, but if u dont want to is okay as well.  all the answers you will ever provide are already included in the manual of the employee.  its very easy answers to all customers questions are basically the same ones.  you dont speak english?, no problem, it is not a requirement to work here! Do you qualify?   

--- Hewlett-Packard Development Company, L.P.

[SandyD]

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