why is customer service so hard to contact?

[raield]

why is customer service so hard to contact? you have to fight through a bot, a bad bot at that and all it does is point you to the ask the community pages. what happened to customer service and support? it would be easier to let us talk to an actual person and it would be faster but i suppose that would be too convinient for us as the consumers and we cant be having that now can we.

[The_Fossette]

@raield

Welcome to the HP Support Community. 

Please look for a private message from me requesting additional information. Keep in mind not to publicly post personal information (serial numbers and case details).

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[GregReid]

November 24, 2020

Greetings, 

I hope this email finds you well. Yesterday I was informed that a member of the escalation team would be in contact with me by this evening regarding my case . As of 7:00 pm I had not yet received a call back from a member of the escalation team. m a representative of this team. As such, at 7:24 pm ET I called your Premium Support Help Desk to check on the status of my case. 

After the representative answered the phone, I informed him that I was supposed to receive a call from a member of the escalation team, and as of, yet I had not received a phone call. The representative informed me that he would connect me directly to the escalation team so they could further assist me. The representative said that before he connected me, he would first need to briefly speak with them. He asked if I would mind being placed on a brief hold. I indicated my agreement and was then placed on hold. 

As seen in the attached photos, I stayed on hold for 1 hour and 31 minutes, and 27 seconds. Since the office was closed and I had not heard anything from the representative I eventually disconnected the phone call. I knew at that point I was not going to get any assistance. Is this the type of customer service that HP provides to its customers?

To place a customer on hold for over an hour and a half, without advising them as to the status of what was going on is unacceptable, to say the least. At this point, I need a member of upper management at his highest level to contact me immediately. I will also be contacting the corporate office regarding this incident. 

I look forward to hearing from you soon. 

Sincerely, 

Greg Reid