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Archived This topic has been archived. Information and links in this thread may no longer be available or relevant. If you have a question create a new topic by clicking here and select the appropriate board.

‎03-09-2011 05:09 PM

HP Recommended

http://h30434.www3.hp.com/t5/Notebook-PC-Sound-and-Audio/Horrible-Horrible-Horrible-Customer-Service...

 

I just had an issue with HP's Customer Service where I've requested service while under warranty; however, I never received the box to ship it to them.  So, HP is telling me that they can't service my computer because I didn't ship my laptop in before my warranty was out.  The silliest thing about this whole conversation is that my requests are documented and they ignore that the issues were called out before my warranty was over!  Further, I called them several times after never receiving the box, but they would not ship out another one because my computer is now out of warranty!  Unbelievable to say the least!!!

 

When speaking with both representatives (yes, I spoke with two), one would not even provide his name or employee id and refused to allow me to speak with anyone else.  I guess you aren't allowed to speak with someone who has the authority to make decisions.  To boot, I was on the phone nearly three hours (both calls combined) and I am more frustrated now than I was before the call.

 

Don't get me wrong, I am a respector of processes as I'm a business owner.  I certainly feel that they're necessary.  What I feel is most important, though, is understanding why those processes are in place.  When your processes begin to change your customers' view of your company, you're in a bad place.  HP has certainly lost minimally 5 points on the rector scale for me.  With the amazing products both Apple and Acer are producing right now, plus considering their wonderful customer service, my company may be replacing minimally $10,000 of HP equipment.

 

Disgruntled HPer

1 REPLY 1

‎03-14-2011 03:35 PM

HP Recommended

03/14/11 - Jeff reached out to customer

Although I am an HP employee, I am speaking for myself and not for Hewlett-Packard.
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