HP CUSTOMER SERVICE- GET IT TOGETHER

[SandyD]

http://h30434.www3.hp.com/t5/Operating-systems-and-software/HP-CUSTOMER-SERVICE-GET-IT-TOGETHER/m-p/...

Okay, I'm not even mad anymore, just stunned. I have never, EVER, had to deal with customer service this incompetent. 

Over 5-6 weeks ago, I ordered a restore disk from HP online for a mini notebook of mine that contracted a virus.

Apparently, there was no recovery partition on my laptop, so I did HAVE to order the disk. 

I waited and waited for about 3 weeks before I decided to call and see where this disk was because it hadn't shipped. 

The first time I called, I spoke with literally 5-6 different people, being transferred between myriad departments, telling each of them the same information 3 times over because we were having communication problems not only due to a language barrier but a bad line connection because YOUR support is in India. After being on the phone for 2 hours, nobody could help me still. I figured this kind of thing happens all the time-- that is, a shipment not arriving-- and that I would be able to call and sort it out in about 10 minutes. BOY WAS I WRONG. After this waste of time, some person told me they couldn't figure out where my disk was and that they would call me within 48 hours to sort it out.

I waited 3 days, just to give HP the benefit of the doubt. NOBODY CALLED. I then called back, and wasted another half hour doing the same thing.

By this point I was pretty fed up, and the next person I was transferred to I immediately requested to speak to the supervisor. I asked three times and he wouldn't transfer me even though he said he would. Instead, I thought he actually found where my disk was because he gave me a Fedex tracking number. He said it would arrive within a day or two. I suppose I didn't look hard enough at the tracking order on Fedex, BECAUSE TODAY IT WAS DELIVERED TO A MAN IN SOUTH CAROLINA WHO SIGNED FOR IT. 

It has been 3-4 days since I last spoke on the phone with HP. My bank account was charged promptly after I ordered the disk. Yet I still have no disk. 

At this point, HP, you are STEALING from me. Either FIND this disk, or REFUND my  money so that I can reorder it and not have to deal with your completely ludicrous customer service system, because they are OBVIOUSLY not able to handle this kind of situation. Stop making your customers waste their valuable time in order for YOU to save money. Not only are you STEALING my time, you have TAKEN my money and are utterly unable to hold up your end of the bargain.

Below is all the info I have on the order:

Order Number: CPQ95801

Serial Number: CNU946194Q

Model Number: 590186-002 Windows XP Home sp3 Recovery Kit

For the love of God, get it together, please.

[SandyD]

Okay, I'm not even mad anymore, just stunned. I have never, EVER, had to deal with customer service this incompetent. 

Over 5-6 weeks ago, I ordered a restore disk from HP online for a mini notebook of mine that contracted a virus.

Apparently, there was no recovery partition on my laptop, so I did HAVE to order the disk. 

I waited and waited for about 3 weeks before I decided to call and see where this disk was because it hadn't shipped. 

The first time I called, I spoke with literally 5-6 different people, being transferred between myriad departments, telling each of them the same information 3 times over because we were having communication problems not only due to a language barrier but a bad line connection because YOUR support is in India. After being on the phone for 2 hours, nobody could help me still. I figured this kind of thing happens all the time-- that is, a shipment not arriving-- and that I would be able to call and sort it out in about 10 minutes. BOY WAS I WRONG. After this waste of time, some person told me they couldn't figure out where my disk was and that they would call me within 48 hours to sort it out.

I waited 3 days, just to give HP the benefit of the doubt. NOBODY CALLED. I then called back, and wasted another half hour doing the same thing.

By this point I was pretty fed up, and the next person I was transferred to I immediately requested to speak to the supervisor. I asked three times and he wouldn't transfer me even though he said he would. Instead, I thought he actually found where my disk was because he gave me a Fedex tracking number. He said it would arrive within a day or two. I suppose I didn't look hard enough at the tracking order on Fedex, BECAUSE TODAY IT WAS DELIVERED TO A MAN IN SOUTH CAROLINA WHO SIGNED FOR IT. 

It has been 3-4 days since I last spoke on the phone with HP. My bank account was charged promptly after I ordered the disk. Yet I still have no disk. 

At this point, HP, you are STEALING from me. Either FIND this disk, or REFUND my  money so that I can reorder it and not have to deal with your completely ludicrous customer service system, because they are OBVIOUSLY not able to handle this kind of situation. Stop making your customers waste their valuable time in order for YOU to save money. Not only are you STEALING my time, you have TAKEN my money and are utterly unable to hold up your end of the bargain.

Below is all the info I have on the order:

Order Number: CPQ95801

Serial Number: CNU946194Q

Model Number: 590186-002 Windows XP Home sp3 Recovery Kit

For the love of God, get it together, please.

[JeffHelp1]

10/20/10 - Jeff reached out to customer