Worst customer service

[USER22020210719]

HP has provided the worst customer service experience. I purchased a laptop through the HP store. Out of the box the touchpad was defective. It makes a rattle sound when even lightly tapping on it and at times will stop responding to any touch. I started the return process online, only to be told it could take 1 to 5 days before someone would respond. When I did get an email, it required me to contact HP support. I signed up, went through the process to start a case, the site told me someone would call me soon. Over 36 hours went by without a response. So I started another case. When a technician did finally call, they confirmed the hardware failure and then said they can't process the return, they had to transfer me to someone else. So I waited on hold for another 45 minutes before that rep told me that because the tech support rep didn't use the exact right language in the notes, that if I proceeded with the return, I'd be responsible for the restocking fee. That rep would not contact support directly or escalate it their manager. So I had to redo the entire process again the next day. I took three tries to get a support to call me. And then they told me they don't know what the rep who handles the return wants to see in the case notes to process the return. Not a single rep seemed to care one bit about the issues I was having. It's the worst customer service. I will never be being an HP product ever again. And I'll do everything I can to share this story so that others can avoid this terrible customer service experience.

[sandytechy20]

Hi,

Welcome to the HP support community.

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[USER22020210719]

After my initial post I received a private email from HP telling me that my username was changed and my post was edited, based on the “Rules of Participations”. The private email also stated that “Think before you post: You may not use, or allow others to use, your registration membership to post or transmit: a) "Rants", "slams", or legal threats against HP, another company or any person.”

Since they can unilaterally decide what is a “rant” instead of a factual account of the customer service experience, please be aware that they will not allow me to explain my experience on this site if it conflicts with their view and they decide it’s a “rant”. So as you read my original post and follow-ups, just know it may not be what I wrote, but what HP allowed/edited to be viewed.

Just to continue with how bad the customer service continues to be… during one of my calls with the return team, when I wanted him to send me an email with the specific instructions for the tech support to include in the notes, he told me it was not possible for him or his supervisor, to email me directly.

But since I made my original post, I have receive two emails to my personal email account from HP. Amazing… when I want communication from HP, it’s impossible for them to email me directly. When they want something from me, somehow it’s now possible for them to email me.

[Brett_S]

That is indeed disturbing on a couple of different levels. I'm having my own difficulties with HP's "support" staff and you can read about it here if you're interested. I periodically purchase both desktop and laptops, have mostly bought HP over the years, and never had a reason to contact support before, but I have to say that I'm seriously reconsidering buying from HP again in the future.

The . . . "fruit company" laptops (and their other products) are a bit more pricey, but I've consistently heard good things about their support and of course they have an actual retail presence. It's beginning to occur to me that decent support is part of what I unknowingly sacrificed when I made the decision about what kind of laptop to buy this time and chose to spend a bit less on it, but hopefully that's a lesson I will have learned the next time I'm in the market for another purchase.

[XV84]

Have to agree, sent my laptop twice too them under warranty.

Ive always bought a HP, and my last system was plauged with issues.

Sad to say both times it went in the issue wasn't resolved, they ignored my chasers, my warranty then expired, I requested to extend if for free as stated on their page due to recent "repairs", they totally ignored this, then they closed the request 2 years later on my final chaser.

I now resorted to following their videos and tried fixing it myself, but the screws were so worn down by the repair team and it was coated in stickers stating parts needed replacing? I was horrified. so they identified faulty parts and didnt replace them?

I followed their official youtube channel to  take parts off and put parts back together, and now it won't work at all, re did this 3 times, and I swear to you I followed it step by step and best to my knowledge with out error. I even asked my partner for a second set of eyes.

I gave up and forked out for a new system tonight after 3 years of grief and a over heating system, worst customer service I have ever experienced and a chore to get anything done.

Guaranteed if I buckled and spent money for a new warranty after they dragged out the original I'd of probably got more of a response.

They don't care about their customers, just money.

[Brett_S]

And so far not even an acknowledgement from HP of these posts or the thread I started about my own problems. Very disturbing.

[USER22020210719]

Update… so in my last attempt with customer service, I once again created a support case and waited for a rep to call me. After explaining the prior experiences, he said he’d put me on hold and talk to a store rep directly about the defective touchpad and then transfer me over to them. More waiting and then the first try to transfer me ended in the call being disconnected. But the support rep did call back and then transferred me to the store rep. The store rep said he understood about the defective laptop and would process the return. When I asked about whether I would receive a full refund, he said I should. So I asked him to send me an email confirming that information. Of course, they can’t send me an email with that information. Well, they can, but they won’t. On another call, one rep mentioned that they couldn’t guarantee that I wouldn’t pay the restocking fee because it would depend on when the laptop came back and the person that actually processed the refund would have to see the correct information in the case notes. But I just checked and there are no notes in my support case entered by the support tech. So I have no idea if they are going to charge me the restocking fee for returning a defective laptop. The worst customer service experience continues.