Customer Support is a fraud

[frustatedbyhp]

 bought HP total care after my warranty expired for $192 . The customer care salesperson went on and on...  how good the support is and they would even pay for FEDEX to pick up my computer.

when it came to use the policy on first occasion  Hp service said they would take 7 to 15 days to change my Keyboard on laptop. I asked if I could do it myself , they said If I do it myself The warranty will be void.Hence I am stuck  I cant fix it myself or get it done privately .  After waiting for 1 month  I got that finally sorted out . As Hp took its time in repairing. Then My battery went dead. Hp this time refused to cover the battery saying that battery is NOT PART OF THE COMPUTER and will not be covered. Wanted me to pay another $120 for new battery plus shipping!

The supersvisor was too busy to talk to me .... after holding for 45 Mins I was told he would call me back. IS this the kind of support HP offers to its Customers! Shame on YOU HP. I for one am not buying HP any more !

[tooey]

i've been on the bad end of service myself..   tho finding out that a loose screw from my laptop hard drive is responsible shocks me a bit..  but things were going good with cs and tech until the issue got brought up to case management as having 4 loose screws on my hdd, one of them having fallen off and shorting out the system board,  is quite unsatifactory assembly to me and require more than a 90 assurance to cover productions serious short coming..

anyway once i got on the phone with quite the rude CM i **bleep** near started to lose it in rage..  he actually had the brass ones to tell me screws being so loose as to fall off the hdd was not a production mistake..   WHAT?!?!  OMG! he then went on to say he doesnt even know why hes talking to me and why this got handed up to him...  trying to ask him why he thinks screws that were not properly fastend was not productions mistake he got even ruder and refused to discuss it..  my bipolar started to flare up from his arrogant ignorance... and he cut the call off quite quickly thereafter...

anyway cs and tech were quite polite and helpful with the matter and i am filing a complaint with cs on the CM jackwagon..  both CS and tech recognige the problem and accpet it as a failure in production..  one CS mgr  told me all the laptop screws get loctite just to prevent this sort of issue..  and theres none on these screws..  he's gonna be looking into that bad CM for me...

sad  part is to get a resolution i'd be happy with given my poorly assembled product it has to come from the CM's who are above customer service and tech...  and if i have to talk to that dept after having dealt with the one rude guy, i'll flat out lose it into full rage mode..  

yep i'm feelin ya a bit..  I wont be looking to buy an HP given that one guys demeanor and ignorance.  and he was a higher level guy who should perform his job at a higher level given his power and responsibility..   shame shame that lowly phone jockeys are much better than a guy in one of the bigger chairs..  thanks to him they will really have to bend over for me to consider giving them my business again.

good luck to you and i hope u dont have to talk to a guy like i got.

[NYC_consultant]

I had similarly bad experiences with HP too. See here:

http://h30434.www3.hp.com/t5/Other-Notebook-PC-questions/HP-business-laptops-notebooks-and-warranty-...

I think the poor service is systemic.  Bill Hewlett and David Packard must be rolling over in their graves if they read these forums

[Mumbodog]

HP does warranty the battery, but the rules are different than the rest of the Notebook

---

 HP provides a 12-month warranty for Li-Ion batteries. The warranty period is based upon the expectation that the battery will deliver 80% of its initial capacity after 300 cycles at low to moderate power loads.

---

http://h10025.www1.hp.com/ewfrf/wc/document?docname=c00596784&tmp_task=solveCategory&lc=en&dlc=en&cc...

[Farhanaryan]

I have been duped by HP India...so the phenomenpn is global i guess...They refused to replace my battery when the first time i complained cos it was not failing the battery test... they ased me to wait till it fails the battery test...when it did , they said that u have overused the battery...never heard of this policy... They basically tricked me.... Will make sure that i can stp as many people as possible from buying hP products and wont ever myself buy...HP as a company sucks big time...I am also going to approach the consumer court here in India and file a case against HP

[Farhanaryan]

Ridiculous...U might as well say that we dont care about customers and just want to dupe them...Last tym i bought HP produt in my life...i hope the company shuts down ...

[HardBeatZ]

Hello Farhanaryan,

I am going to forward this thread to the appropriate team for review. Someone should be in contact with you shortly to discuss your issues.

Contact will be made through the forums private message feature. You can check your private messages by clicking on the small envelope icon next to your name in the upper right hand corner once you have logged in.