Quality of Customer Support

[Raineypam]

I was on the phone with HP people today for more than seven hours.  90 minutes of that was my waiting for them to answer the phone for three difference service representatives.  The first man, Rob, was very helpful trying to find out why my software programs were shutting down while I was on the internet.  After running several tests and deleting temp and cookie files, he ran a virus program.  When  one virus was found but the program was still running, he suggested we hang up and he would call me back when the test was concluded.   If He didn't call me back, he game me the phone number, case number ,etc., to call back and get help from anyone who answered the phone.   Before he would help me,  he charged me $49 because my laptop is out of warranty.  For that, I would get a one-time only diagnosis and fix of any software issues.    Well, he didn't call back!!! I called back about 90 minutes later and after 20 minutes on hold, got a different support person whose English I could not understand very well.  She said, because there was a virus, she couldn't help me but she would transfer my call to the PC Tune UP Department.  But I would need to pay $59.   I explained to her what Rob had said about the $49 payment, but she said because a virus needed to be removed, I had to go to the PC Tune Up Department.

I saw myself that the virus test software gave an option to quarintine or delete the viruses right then but she said she couldn't do that.  OK, so, so took my VISA card for the $59, and transferred me.  After waiting on hold for 30 minutes, I reached Kumar at the Tune UP Department.  .  Now, he did a wonderful job.  His English was perfect too.  He said I should have been charged only the $59.00, not both charges.    The first line support people are supposed to diagnose the problem, then send it on without trying to FIX IT themselves.  But there's no recourse.   What a long, frustrating day and I got ripped off too!!!

[Mumbodog]

You can dispute the charge with your Credit Card company, this will give you time to resolve the issue of the over charge from HP.