Dropping HP in favor of better services - a complaint because the chat and phone lines are down

[BOW603]

This rant started because of a very mundane and routine task I needed to perform quickly.

I needed to scan ONE document and save it to my PC, which I have down thousands of times with this printer. What made this occasion different is that for some reason I was logged out of HP Smart software.

I can not scan anything to my computer unless I am logged in to their service. This is ridiculous by itself, but it gets worse. After recovering my password (had to request the email THREE times before it came through) I was finally able to log in and scan my single document after 45 minutes. Feeling this was unacceptable I wanted to submit a general complaint to the company about my dissatisfaction. I first tried the chat service, which failed and told me to try again later. I then tried the phone number provided and got what I can only describe as the most broken automated voice system I have ever had the displeasure of using. It hardly ever recognized what I was saying to it ( I do not have a heavy accent, I'm from New England) and when it did understand what I was saying it would claim that it was "having issues" and return to the opening prompt and I had to start over again. No matter how many times I asked for an agent or redialed the number it could not connect me to any service, automated or not.

This is awful customer service. I am going to be shopping for a new printer and printer service. If you market yourself as quick and easy, you should actually be fast and easy to use. This 5 minutes process I needed to complete to submit forms to my employer today took me nearly an hour now because of this terrible broken service.

[Echo_Lake]

@BOW603

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