Worst Customer Service Ever!

[SMiller77]

Since this is the feedback forum this is were i am leaving my feedback.  about 2 months ago i purchased a presario laptop (against the advice of several of my friends and family) to begin with the computer has ran so slow from the very beginning however HP claims it was my internet speed. then about a month ago my screen quit working so they had me send it in for repair i finally got it back on 10-20-2011 on 10-22-2011 my laptop overheated so bad i could not touch it! ( it was like touching a hot stove) of course when i call back i get someone in tech support who barely speaks english (come to find out the call center is in the Philippines) who claim to tell me they can not give me the number to the dept i need that i have to wait 48 hours for them to call me.

on 10-24-2011 I call back finally get someone in the United States who does give me the number to the dept that i need. where my call is answered by some guy named John who tells me that a refund is not an option and hangs up on me!

i then immediately call back and get someone else who says that  they can replace the laptop. See here is what no understood by anyone... I do not want a replacement I want my money back  because after the crappy customer service i have received and the inferior quality of computer i received i DO NOT want anything in my house made by HP!!!!

I may have been persuaded to get the replacement if maybe i have been treated with some respect but I have been treated like very badly by the customer service representatives and I do not appreciate how my claim is being handled.

I will NOT ever buy another HP product again!

[Kalt]

I'm sorry you had a bad experience.  Unfortunately, refunds are only offered by the retailer during their initial refund/exchange period.  After that, it's up to the manufacturer to repair/replace the unit at their discretion.

[viokythakur]

Hi,everyone...

I agree with the fact that HP has a poor customer service especially when it comes to comparision with dell. Last year, I purchased an HP laptop just because I had been using HP printer for the last 5 years and it was very good and stil working.So I prefer HP to dell inspite of its higher cost for the same features provided by dell,especially when HP started providing onsite warranty.

Now coming to the problem,last week  I found my laptop adapter was not working.So I gave a complaint for the same.But when I called the customer care,they told me that the system is showing my product to be out of warranty,so I was told to mail the invoice copy.I did the same .Now,the next day I got a mail from intarvo.com that my invoice copy is not valid((actually,first time, I sent a reciept of payment by mistake),so I send another mail having the invoice copy. In the afternoon,I was told by one of their customer care representative that my mail having an attachment of bill is recieved and I will be updated about my case till monday as there was weekend that day.

Now when I called on monday to know my case status,I was informed that my mail had not been recieved.Initially,I was surprised but then I told them about my mail which I sent them on saturday along with the confirmation of its recieving by one of their colleague.But finally I had to mail the invoice copy again.And again after sometime I got the confirmation that my mail is recieved and it's been forwarded to warranty and sales department for verification purpose.

Again,when I didn't recieve any sms ,I called the next day to know my case status.I felt very shocked to hear that again Hp didn't get my mail.I did the same procedure,argue with them but still had to send the mail again. But still by the evening,I was told that my mail was not recieved.So,I was given the mobile no. of their case-id manager.Intially,I tell him the same story,did mail him at onsiteupdation@intarvo.com.but after mailing him when I called him back to know the confirmation,he didn't pick the phone.So,I got his alternate no. from customer care, which he picked up immediately as I called from different no. this time.

Again there was an argument for the same,as I was sending from gmail,and I am not getting even a failure message reply which meant that my mail has been sent to correct id.Anyways after some argument,he agreed that he got mail from my email id but it is without attachement.Although,it was not possible(as in my sent mail,attachment was shown),so I decided to send the attachment from yahoomail.

But again,he stopped picking up my phone.

Finally,I had to go to the nearest service center for replacing my adapter,for which I was given 2-3 day time.So,just for replacing a small adapter,I had to wait for a complete week and still I am not sure that my adapter will be replaced on time or not.

Lastly,I would like to stress on a simple point,that if my mail or attachment was not recieved then why I was given confirmation for the delivery of the same or why not for same so that I could send it again.

Surely,I was very much harassed by HP's customer care. 

If any concerned person of hp read this post,take immediate action against such poor customer support as today when I checked my case status,I found that my invoice copy was recieved by hp.atlanta.com on 29 th oct and still on 1st nov,i was told that my mail was not recieved. 

Now,I am very upset with this kind of attitude.HP should change the onsite warranty tag to comesite warranty tag where the hp customer have to come by themselves to their site to replace or repair their hp goods.

[Jellybean103]

Omg worst customer service in the whole world. I agree with both of you
i updated my windows 7 and the world famous 'fatal error c000002a' occurred. I (after hours of trying to reboot) called the hp support for further assistance, three times. The first time a lady told me to run a hard disk scan, i did(it takes about an hour and a half, so hung up). Second time, a guy with attitude attended to me and took all my details n registered a complaint for me, n gave me the number, n asked me to send them a bill copy via email..only then could they take further action. And hung up. I tried again, and a Mr. Sarcastic guy attended it. He asked me the complaint number too, and i gave it, n he asked about the bill, i told him i couldnt send it at that time, and that all i needed was help in starting up my notebook again. He told me to do some stuff, but no dice..finally, the guy disconnected himself from the call while i was talking!!! Last call to the support centre dummies..gave my notebook to a local computer service n am waiting for it now.
Hp should seriously look into the unpolite and insulting way of behaviour of the so-called "support" centre workers. On a scale of 1 to 10, i would give the customer service a -10, and a huge double thumbs down. Thanks a lot guys :/ :/

[cj7_jeepjunkie]

I couldn't agree more.  I just placed an order for a new laptop, then noticed I could upgade to 2-day shipping for free literally  MINUTES after placing the order.  After 2 calls to customer service I was told I couldn't change anything on the order once it's been submitted, even though it was still awaiting processing.  I had to cancel my first order, then place a new order with the 2-day shipping option.  Seriously?!?!?! I JUST WANTED TO UPGRADE THE SHIPPING. NOT ORDER A WHOLE NEW LAPTOP!!  Nothing would have changed with the laptop, just changing from FREE 5-7 day shipping to FREE 2-day shipping.... that's all.  How hard would it be to just up the shipping time without having to redo the WHOLE order?!?!?!  Meanwhile my credit card gets billed twice, even though the order was never processed, it has to be "processed" on my cerdit card before they can issue me a refund.  Seriouly?!?!?!? That's F'd up.

Even before I bought, I called to see if I could downgrade a laptop to Windows 7 instead of Windows 8.  It took the customer service rep half an hour to tell me exactly what i could find online on my own.  I called CS for more info that I couldn't get online, but the rep couldn't answer any of my questions.  I should have run to Dell right then.  HP having their customer service dept overseas doesn't help...  WORST CUSTOMER SERVICE EVER.   

[Setton]

I was having trouble installing new RAM (turns out I wasn't pushing the ram sticks in hard enough >_<) but I called the first time it didn't work and instead of helping me he spent the whole 30 minutes I was struggling attempting to pursuaded me to cough up 100 dollars to extend my warranty (which STILL COVERED my laptop). He didnt seem to know hardware and I eventually told him I would figure it out myself , and I did. However, I was alarmed at the unhelpfulness. I really love my laptop! (G7 quad core) but the lack of support makes me worry :/

[cj7_jeepjunkie]

Side note: I did cancel my order with HP and purchased a Dell... Couldn't be more happy. I AM NEVER BUYING FROM HP AGAIN!

[LupiS]

I have had the worst customer service Experience...!!! 3 hours on the phone and my issue was not resolved. They send me CD and chared me extra even do I am still under warrenty

[KittyK]

LupiS, I saw your post and forwarded it to the right people for their review. You should hear back from someone shortly via private message on this Forum.