Customer Service won't repair damaged caused by HP technician

[Switch]

Jean:

None of your comments have offended me. Nor did I mean to imply that they did. I was simply saying that I don't make threats so that there was no misunderstanding in that respect for anyone reading this. The school does look to me when they purchase computers, printers, routers, modems, etc. I could hardly recommend a product I myself was having problems with, nor would I. You may be correct on saying that the only reason HP listened to me at all was because I made that statement. I certainly hope that you are wrong. Having said this, I'm sure I have jinxed myself or Murphy's Law will rear its ugly head in the near future and something will go wrong that will cause me to be as frustrated and disheartened as you.

As to what I meant about buying cheap and getting cheap, I did not mean to imply that tech support would be worthless for a lesser product. I was just saying that I had purchased 2 cheaper HP laptops for my daughters and both are "slow" and cannot handle the graphics that my two more expensive laptops can. I do very intense graphics at times, as well as working with videos, slide shows, graphics, etc., and a cheaper (low-end) laptop could not handle it. I only bought the two cheaper ones as both my daughters needed a laptop for college. Knowing how laptops have a way of disappearing on a campus, I was not about to spend more than necessary for them. Perhaps my wording in that comment could have been more definitive.

Tech support should be there regardless of the product and what it cost. The few times I have needed HP Tech Support (with the exception of this last issue) it has been handled in a timely, effective manner. This one just took a bit more persistence due to mis-communication (language barrier perhaps?). I agree with you in that I should not have had to jump through the hoops that I did before a resolution was reached.

I just installed the new printer I mentioned earlier. It is an HP Deskjet F2210, All-in-One. My daughter only paid $24 and change for it at Walmart. So far it's working as expected. It doesn't have all the bells and whistles of a more expensive model (there's that "buy cheap, get cheap" again), but it will do what I want it do so it's sufficient.

I do hope you find a resolution to all your printer problems. There is nothing more frustrating than buying a product just to have it fail to do what you expected and then getting no help for it. Perhaps DaniW is still reading these comments and can help you with your problem.

Again, no offense was taken and none is intended from my end.

Have a wonderful Christmas and a Happy New Year.

Helen

[DaniW]

Thanks Jean and Helen for your additional comments

This forum is for suggestions directly related to the forums.  If you'd like to leave feedback regarding issues not directly related to the forums, please follow this link:

http://welcome.hp.com/country/us/en/contact_us.html

To be clear Helen did resolve her issue by contacting HP again at one of the above contacts

This is a user-to-user community, and not a venue to receive directly help or feedback from HP.  If you have any further questions or concerns, please feel free to send me a Private Message.

Finally Jean if you need the latest software for your printer you may find it here

http://h10025.www1.hp.com/ewfrf/wc/softwareCategory?product=3441026&lc=en&cc=us&dlc=en&submit.y=7&su...

Happy Holidays!

[Jean]

Switch:

Thanks for your patience with my correspondence and remarks. Nothing was meant to be negative or angry, just informative for those that do read these and are experiencing the same problems. Between the people posting here , we eventually get things resolved with HP although I'm still waiting with my scanner. Who would have guessed such a crazy waste of time over something so simple as a scanner.

Hope you and yours have a very Merry Christmas and a safe New Year.

Jean

[Jean]

Thank you DaniW;

You send the same pre-typed message Sandy sends. I have tried the email address that both of you have listed for me to no avail. They don't even acknowledge they received it and the techs on the phone, well let's just say I think I need to learn a new language to understand what they are trying to tell me. I thought maybe you would be able to find someone at HP that could help with this, but I guess not so I'm glad I purchased my Kodak All-In-One because it works like it's supposed to. But thank you for your response. Just thought you had an inside track on someone at HP that knew how to work on problems. Have a Merry Christmas.

Jean

[zberryman]

I KNEW YOU GUYS WERE GREAT! YALL ARE THE BEST! You did what most companies wouldn't do--you kept on until you satisfied a customer.

THANKS HP, FOR BEING HERE FOR ALL OF US!!!

[Rixander]

folks there are some good and bad apples in the field drop from the tree

for some of us will get good service and some bad

the problem with the bad

it is the people who work for hp

and what type of employees get HP hires or contract

the folks of asia india will be a continuous issue to many HP owners as well with other beside HP

why about asia india because of the English dialect is not understood by many who we many of us

speak english which not their daily language what beats me is why not only HP and other uses India

to help theirs customers and it is a is a headache to many of us owners 

HP is a still have  good products but some of them have

some bad apples employees and the bad apple gives HP a bad impression is the reason why we

get so many headache and also the communications from India will sometimes result in misunderstanding

and the people are not technologicaly advance as the Noth Americans and some parts of Europe and as well

as Japan as small is that country is one the most advance and have the technology ahead of us

and possibly china ia rising to the technology world and they are getting advance over time

to the HP reps here in the USA and to the HP Certified Repair center also give us some trouble too

but the problem is what the see on their  end is not the same way we think and for some bad apples one

in the repair shop to give you an example from one forum post is like oh the computer has been used a few years

and the customer only had a few months     okay something is not right why did the tech said that

because he was not paying any attention to the customer age of the product in the first place

this frustrates the customer to be heard something like that contradictory

the fact HP is in the busniss to make money and they gain and loses due to their isssues

the problem is are they getting the same information what we explain to our tech support

well something is happening there and this will frustrates us the owners of the products

why are we getting those feedback and our product is under warranty

and we the customers expect sevice when the warranty is effective not some feedback

we have to pay for it when we should not have and why    what is the information the tech is getting

we as the customer will not know what they got    and we as the customers we know

what are are buying and not worling out like it should and we should not have issues while the warranty

is effective       so the communications are the key and it is being garble in the transitions of the process

from the start it must be clear but it is not for some reason and to the other end is not pleasing us

we as the customer like to be happy and not go through the trouble with their product(s) in the first place

nothing is perfect but we all need to work on communictions which the key

we do need better phone tech support with better understanding of english   will be a big plus for us the customers

and also better technicains that will do a good job and handling of product repairs and it is their job

to make sure what the product they are working on and not second guessing their customers

but there will be cases when the product does not meet the warranty time period

it is important they find out what has happen to the product in the first place

that the technicians are working on

and to the customers we need to make sure we been in contact to the people of the proper channel

and make sure to take measures to communicates  and the forms are   email and letters and phone

and do not give up the more HP hears the more they know

and i like to note the engineers of the manufacture product need to improve their stubborness behind the desk

idoits and they need to get in the field and try to be in the where to customer place and find out why

their are problems on the product they make      i will give an exmaple

the printer in the house is wireless and at the moment not able to connect the ethernet cable at that time

what so stupid is the computer is in other parts of the house and the problems is you have to have the product

close to each other to get the process installation going  and this not practical for the owners have to move

the printer to each computer(s) in the house until all the installation is done    that is too much trouble for us

why not make it better where the computers that works through wireless function do the installation without

having to move the printer to each station   and now how stupid are the engineers because they are too

busy designing at their desk and not in the field     they need to be working at their desk as well on the field too

LAZINESS IS NO EXCUSE   get to work engineers and cure your assteridist (the dignosis is the person in the chair to much and lazy)

oh almost forgot     addition to edited

 that also includes the software programmers  so get to work as well

thanks

Message Edited by rickp400 on 01-09-2009 11:53 AM

[Switch]

HUH?  WHAT!??!!?

[Matthys]

Is Rick P insane? He drags on about the lack of communication and tech support personel's english speaking capabilities, when clearly he can't even formulate a clear sentence and write a comprehensible post himself.

HP's policies and procedures appear to be good, where customers are dealt with until satisifed. As with any company, the client having difficulties needs to take the initiative and follow-up throughout a process. While this is often frustrating for the customer, there's reasons why it has to work this way. In the end however, if a customer is persistent and patient, his request will be dealt with. As vaguely pointed out by Rick, the real issue lies with a large amount of support personel not able to speak / understand english on a level that is sufficient. I also find that these people are also very impersonable, which often gives the impression that the actual technician doesn't give a hoot about your issue. These guys however are the front lines of the HP company, they need to practice good communication skills. It is often much harder to gain new customers, than it is to keep current customers. If the support agent on the phone sounds interested, keen, and personable but a communication error occurs perhaps delaying resolution of a problem you will find that a customer is much more understanding. 

In the end however, losing a few customers due to poorly speaking support agents compared to paying for fluent english speaking support agents must be a cost effective solution. And a business exists to make money, so I understand =). 

Message Edited by Matthys on 03-21-2009 04:20 AM

[hpisworthless]

The customer service for hp has gone down the drain.  NEVER NEVER buy their product if you want any support.  I had a laptop that had a manufacture defect and I called HP tech suppoet.  I got an invidiual in India.  When he told be that it would be necessary for him to remote in I was fine with that because he told be it was a secure line.  When I remote him in.  IT WAS NOT HIM and he didn't know who it was.  This happened twice and the supervisor didn't know why I was upset.  After 5 hours the response was because there was less than 100 day left on the warrenty they were not going to honor it.  ( 87 day left on a year warrenty.  the techs had no Idea how to fix my computer.  Infact when finally remoted into my computer he ended up erasing about 30 files.  He didn't care about that either.  IF THYE WERE PAYING FOR ME TO USE A HP I WOULDN'T DO IT IF THEY KEEP OUTSOURCING TO COMPANIES THAT ARE RUDE, DON'T KNOW WHAT THEY ARE DOING, AND MAKE YOUR SYSTEM WORSE THAN WHEN YOU CALLED. 

[kbell30]

Wow, Switch is really lucky to actually be getting help. I wish my only issue was a dent. When is HP going to take action in correcting the major issues? I have an HP Pavillion dv9700 and it's slowly breaking piece by piece because it overheats. I'm honestly tired of complaining to HP about this. I guess nothing can be done. My notebook should be on all of the recall lists. They sold me a piece of crap and I'm stuck with it. All I can say is me and everyone I know is through with HP!