eagleray: customer service

[SedonaF]

http://h30434.www3.hp.com/t5/Printer-All-in-One-Install-Setup/customer-service/td-p/1317029

I have just spent over 3 hours on the phone with HP for a problem with a printer still under warranty.  The printer is an all in one and is completely not working so I can not fax or print anything.  I am a small business with only 1 printer and can now do nothing.  HP said  that they would send me a replacement with in 7 DAYS!!  If I wanted overnite or 2nd day shipping I would have to pay for that. I asked them what was the purpose of a warranty if I had to pay to get a replacement in a timely manner.  I asked to speak to a supervisor after calling back a 3rd time when the agent I had been dealing with hung up on me. I explained my situation and she also refused to ship the printer anything but ground unless I paid the shipping.  She also had no way to find out who hung up on me although a service ticket had been issued by this agent. I was then transferred to another dept. where I spent 20 minutes with an agent to set up the overnight shipping. Once I gave him my credit card no. I was on hold almost 10 minutes.  When he returned he told me he was not the right department to set up the shipment! He transferred me to yet another department where I was on hold waiting for an agent for almost half an hour and I finally hung up in frustration.  I will NEVER buy another HP product.  I can not believe the level of incompetence and lack of customer service!

[SilviaHelp]

03/7/12 - Silvia reached out to customer.