Word of warning - HP Customer Service and Resolution Team are a nightmare to work with

[jmdubs]

I originally ordered my specific computer because it said it was estimated to ship 1/12. I received an email 1/13 saying that the NEW estimated ship date would be 2/15. I know it's an estimated date, but surely you should have known well before 1/13 whether you'd be able to fulfill my order or not. A more advanced notice would have been thoughtful.

Fast forward to February, and I finally receive my computer. I hook it up and it looks great, BUT low and behold, there's a high-pitched whining coming from the cooler master. So, I had to wait a month longer than anticipated and now my new, custom built, $2k computer has a problem?

I'm busy taking care of two kids but need to contact HP about my problem, so I figured the chat option would be best. I start the HP Support chat and wait... an hour and a half later the rep finally joins the conversation. I explain the problem and wait... 30 minutes later I get a response from the representative, I respond and I wait... This time he responds an hour later and I respond... 20 HOURS LATER, the representative responds. It's better not even to bother with the HP Support Chat feature unless you have an entire week to sit down and talk with them.

Instead of pursuing this avenue, I find time to call support (good luck finding the correct number to call), and I end up spending an hour on the phone with the rep and send him a video of the issue. This rep was actually very helpful, except when he tried to transfer me to a different department, he transferred me to a dead number. So, I had to call back and explain the situation to a new rep and start over. I was then transferred to someone to help me resolve my issue.... after being on the phone with her for 45 minutes, she can't help me with a replacement?? She says she has to transfer me to her manager who can assist with the replacement.

I then talk to ANOTHER representative who says they can't build my computer the way I previously had it built because they don’t have the same processor I chose, but they said don’t worry, they’ll upgrade the processor for free. Ok, so that’s nice that they’ll help compensate for that. Then we proceed to go over the specifications because she has to go to HP.com and recreate the order…? After talking for an hour about the details and specs, she then tells me the estimated ship date for my replacement computer is 5/1. Wait. I ordered a computer to be shipped on 1/12, it actually ships on 2/15, it has an issue and I have to send it back, jump through all these hoops and now I HAVE TO WAIT FOR 3 MORE MONTHS TO GET A COMPUTER THAT WORKS?

I tell her that’s not acceptable. There’s no way I can spend that much money, deal with all of this, and be treated this way. She talks to her manager and says to compensate for the inconvenience, she can throw in a wireless mouse for free… A WIRELESS MOUSE? My whole experience up until this point has been completely infuriating, but then this on top of it is so completely insulting. On top of that, she says I need to pay nearly $100 for the “free” upgraded processor and “free” mouse. WHY SHOULD I BE PAYING FOR THESE “FREE” ITEMS TO COMPENSATE FOR THE INCONVENIENCES? So, I’m supposed to pay for these “freebies,” but then when my computer ships on 5/1, I’ll be reimbursed this $100??

I can’t even begin to explain how frustrated, saddened, and insulted I feel. The lack of communication from HP and underdelivering on almost every aspect since I ordered my computer left me assured that I WILL NEVER recommend someone spending their money on HP products, and I even get discounts through where I work. I know things happen, computers can’t work and be perfect 100% of the time, but at least treat your customers with dignity and respect.

I decided to save up and spend $2000 here. That’s no small amount of money. I could have gone and taken my money somewhere else, but I chose to spend it here. You could have told me ahead of time that the estimated ship date of 1/12 wasn’t going to be realistic. You could have a competent customer service team that actually responds to messages and can help in a timely manner. You could actually care about your customers, but you don’t.

I sincerely hope this gets heard and some improvements start to be made. This type of service and behavior isn't right. I hope this can help make some changes and not get lost in the void or fall on deaf ears.

[Echo_Lake]

@jmdubs

Welcome to the HP Support Community!

I want to thank you for taking the time to speak to us today.

I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post personal information (serial numbers and case details).

If you are unfamiliar with how the Community's private message capability works, you can learn about that here.

Thank you for visiting the HP Support Community.