petition HP for improvement in customer treatment after the sale [ Edited ]

[adam_carlson]

     I have never had anything bad to say about HP or it's products in the past, and i love the new dv4-2145dx entertainment notebook that i purchased thispast january.  When it totally crashed and wouldn't boot suddenly and out of the blue, I called HP's tech support department for some help.  Honestly, I was actually impressed with the talent and overall helpfullness of the tech representitive who I spoke with.  Be that as it may, we still couldn't get my notebook to boot-up through troubleshooting, so the tech advised sending it in for repairs at an HP facility.  After checking my information he informed me that as I was still within the timelimit of my one year warranty (that came with purchase) all repairs would be free and HP would even pay the shipping, both ways.  I was very impressed when the pre-paid shipping materials arrived only two days later.  so I packed up my notebook and sent it off to who knows where(it turned out to be california).

     Imagine my suprise, anger, and confusion when i logged into HP's order tracking page to find a $400+ pricetag attached to the end of my order summary!  since then i have talked, waited, held, explained, re-explained, and reitterated my way through at least four levels of HP's customer support hierarchy, and am now in the middle of coresponding with the company's Corprate Case Managers.  All the while keeping documentation of all corespondence, and tirelessly perusing these message boards for similar concerns and complaints to compile for the purpose of bringing the major short-comings of HP's after-the-sale treatment of it's customers to the attention of someone high up enough on their corprate ladder to actually address the issues and impliment changes.

     I sincerely hope that through my corespondence with corprate case management my personal issues will not only be addressed but remedied in a satisfactory manner.  Either way, the issue begs pressing and I fully intend on making good on my intentions mentioned above.  I have even already compiled eight pages worth of single paragraph entries from the mesage boards, all of which have to do with the unsatisfactory level of customer treatment as it pertains to repair service and the honoring of warranties.

if you've been treated in a similar manner and agree with what i have to say, gimme some kudos and reply on this thread.  Help me get the ball rolling!

[Mumbodog]

I had an issue updating the warranty status of my Laptop purchased at a retail store recently, it did take some jumping though hoops to get it resolved, about 3 weeks worth, but in the end it was resolved to my satisfaction.

That being said, I do agree HP makes it very difficult to resolve small matters sometimes, I hope I don't have an issue like yours to deal with in the future.

HP has recently spent 3.5 BILLION in acquiring 2 other companies, you think they could toss a few bucks towards improving Customer Service.

I like my HP, but I think my next purchase will be Dell. 

No customer service in the PC industry is perfect or even close to being wonderful, but HP's is broken in so many ways.

[pwkaplan]

I have recently had a horrible experience with HP customer service after years of being a big fan.  After experiencing a BSOD on my desktop computer, the technicians completely misdiagnosed the problem, talked me into spending hundreds of dollars on additional technical support that didn't help (and that I didn't need), refused to even discuss any concessions though they admitted they had botched the repairs to my machine.  In the end, I had to send my computer to the service center even though I have a contract for in-home service, and even though all they did was replace the hard drives.  After spending nearly 40 hours on the phone, nearly ruining my business, I am just fed up with this company.  They need to learn that customer good will is more important than a couple of dollars. 

[adam_carlson]

my man, that was more of an agreement with my statements than a solution, but i gave ya the kudos anyway (just cuase i'm nice like that) lol.  actually, i can honestly say that HP's tech support, while dificult to understand at times, is hands down the most talented and helpful tech department i have ever had the pleasure of working with over the phone! and up until the sudden and unexpected total system failure, i was extrememly pleased with my dv4-2145dx entertainment notebook.  Good products, adept tech support, and all thegood intentions in the world, however, can't make up for the blatant lack of respect that HP shows it's customers after the sale!  example: after attempting over-the -phone troubleshooting to no avail, the helpful tech suggested that i send the unit to one of HP's repair facilities, as it was still under warranty and promised to be fixed at no charge to myself. a week later, while checking p on my repai order status, i noticeda +$400 service charge attached!  Now don't get me wrong, i understand how warranties work and  regardless of actual "legal" fault at this point, i am insisting that the repairs be made to my DV4-2145dx at no cost to me, as this was the promise i was made in order to convince me to shipp it out instead of a local fix.

[LovingLife777]

I had a problem with my warranty. HP listed my warranty as taking affect 3 months earlier than the purchase date and first boot date. I called HP with my receipt in hand. To make along story short, HP claimed there was nothing they could (would) do to correct the problem. I informed them that the warranty is a legal document and that I would send a copy of my receipt, warranty and a letter to our state's Attorney General. The service representative quickly decided to "see what he could do to expedite the matter." He sent me the instructions on what information I needed to e-mail or fax to HP. The problem was taken care of within 24 hours.

Evidently, he had the information, on how to solve the problem, the whole time. He just wouldn't give it to me until he understood how serious I was about contacting our Attorney General. It's sad that HP would put me in a situation where I needed to threaten them to get them to do what is right. I had only had the computer a few days.

[WendyM]

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