HP Support Forums
Join in the conversation.
12-28-2010 10:58 PM
Hope you read before you decide to buy. I have always buy from dell and never had any problem with them. I wanted to get a tablet for my wife for Christmas, so i decided to go with he touchsmart TM2T instead of the dell Latitude. After talking to a HP sale rep., he made alot of promises why i should purchase from HP instead of Dell. Never haven't brought anything from HP before i decided to go with the Touchsmart.
After receiving it before Christmas, I unbox it to make sure everything was in order. Out of the box everything seems fine, but after charging the latop for bout 3 hrs the battery said "plugged in, charging" but it wasn't charging at all and was stuck at 8%. I left it overnight to see if in the morning it would be fully charged. No luck, still 8%. I call HP customer service and they transfer me to technical support. After explaining my situation they remotely access my laptop and cant seem to come to a conclusion. The tech told me it might be a battery problem so for me to charge it overnight to see if it would solve the problem. Next day, still the same. They call me back and i explaining to them it's still the same. After expelling to them i did actually what they wanted me to do, i ask how are we going to solve this problem. The tech then proceeded to tell me that he cant personally replace my battery and that i have to talk a case worker. That the case worker would review my case and call me back in 24-36 hrs. Of course they didnt call back for 3 days. After I did talk to my case worker, she say that she cant help me and for me to talk to a manger. At this point I was already upset so I say "Yeah, let me talk to your manager". She than told me her manger would call me back the next day. I replied to her that i wanted to talk to her superior on site. Once i got to talk the manger, he told me a that a manger would call me back. I ask him, "aint you the manger". He then repied, "yes I am". Then what the problem, i don't need you to call me back tomorrow, i am talking to you right now and we can solve this issue. He then went on saying that he need to investige the situation more and will get back to me. For the last time I say, "Ok,sure".
The next time I talk to the so call manger to HP he said that they will replace my battery and transfer me to Warranty department. Well after talking o the warranty department, they assure me they don't don't have the part and that i should talk to the parts department. After another transfer to the parts department, he say i should talk to to the refund department cause I have just purchase the laptop and they can can help. Again another transfer and another 15 minutes on the phone waiting, i got the refund department and they told me that before i can get a refund i have to talk to technical support. Things got outta hand and i got transfer to technical support again. Now in technical support you are place between a hard place and a rock cause you cant understand them and they cant understand you. On top of that, seem they are reading off a manuel and just trying t get rid of you as soon as possiable. After 15 minutes with technical support, they say they needed another test on my laptop again. By this time, they just giving me the run around. So i ask the tech for his name and his manger name so i can contact the higher up's. He refuse to give his name and said that if i am not happy with Hp then i should just get a refund cause we are just be going through the same steps again. After that i just said "Fine", and hang up.
So here i am..A week later, problems not resolved, after a few days of call by people I cant even understand, tech after tech, manger after manger and case worker, i still haven't any answer or a replacement battery. So this all adds up to about 5 days on the phone with HP, 8-12 transfer, and NOTHING.
HP CUSTOMER SUPPORT IS NON-EXISTENCE.
01-05-2011 09:34 PM
You're barely literate. Since you just bought the laptop, you have a 21 day return policy. You can just return the damned thing without tech support. Then, you can go look up an HP coupon code, and re-order another one for cheaper (probably).
Work smart, not hard.
01-07-2011 03:04 AM
HP should ne banned from claiming they offer customer support. It is a torture session every time you need to contact them.
My daughter's DV5 was one continual nightmare and I got the same sort of runaround.
It was forever overheating , crashing and shutting itself down. HP kept trying to blame the BIOS or us as the users. Read the DV5 forum!
The power cable broke due to its very poor connection location an HP do not cover cables under their warranty.
Another fault was the keyboard letters falling off. HP sent me a new one and several weeks later I still had not heard where to send the DV5 to to have it replaced.
I rang HP warranty again and they told me I had to do it myself. That made me see red and the fight was on.
This was the sixth fault under warranty.
I then spilled my cup of coffee while my daughter was using it and it went all through the DV5. As you know water and electricity don't mix and this killed it.
Fortunately it is covered by insurance and I will not be replacing it with another HP.
My son's DV7 has just died after only 2.5 years and very well looked after.
Today he bought a Toshiba.
I will never buy HP (Hopeless Products) again.