Thursday, February 7, 2008
HP Customer Service is Horrible
My recent experience with the HP customer service department made me decide to put this site up to share my horrible experience and allow others who have dealt with HP's customer service group to do the same. I don't even think HP and customer service should be used in the same sentence unless there's a "poor" or "horrible" included.
My wife and I run a small tech company together. In December of 2007 we decided it was time to upgrade our laptop and printer and decided to spend about $3,000 with HP for a new laptop and printer. My issue here is with the printer so the rest of this entry will focus on that part of my buy.
I'll start by saying I like the printer, a HP LaserJet CM1017 Color Laser Multifunction (copy + scan) printer, but would never recommend buying it from HP direct like I did. HP treats customers like garbage.
I ordered the printer and it was delivered on December 26, 2007. The price, not including tax or shipping was $699.00. In mid January I happened to be on the HP site looking for toner for the printer and noticed the printer was now on sale for $449 - 35% less than what I had paid just a few weeks earlier. I was busy so I made a note to follow up with HP when I had a little more time knowing that things like this (credits/refunds) always take some time since they have to be done over the phone and usually involve speaking with at least few people + spending some time on hold. I also figured that like other major retailers a few days wouldn't make a difference, they would make sure to take care of their customers. Boy was I wrong.
I first called HP customer service on January 24, 2008. It was obvious the person I was speaking with was not in the
I was on hold for about 10 minutes before the supervisor picked up, listened to my story, and told me the policy was actually 21 days from the date the product was delivered, not ordered. I indicated the last HP customer service I spoke with told me 31 days from the order date (not delivery date) 5 times and if she didn't believe me listen to the recording. She refused to believe that was true and continued to tell me I must have misunderstood. I said fine, I misunderstood. Let's get past that and get on with issuing a credit. She proceeded with the "your past the 21 day deadline so there's nothing we can do for you" line the previous customer service rep had given me. I explained to her that the printer had gone on sale within the price protection window I just had not had an opportunity to call and assumed it would not be that big of a deal. I mean I'm dealing with HP, not Joe's local computer shop. Surely a company like HP takes care of it's customers and does the right thing, right? She continued with the "nothing I can do" line so I asked to speak with her supervisor.
That's when it went from frustrating to down right embarrassing for HP. She actually told me that she was the highest level person in the organization I could speak with. I was shocked and basically said that's impossible and I am not hanging up until I speak with your manager. After going back and forth for about 10 minutes she said she would try and find a manager but I was going to make here lose her job. Yep, she actually said that me asking for a manager and her honoring my request was going to cause her to lose her job. At that point I kind of went off on her and said maybe she should try and find a better company to work for then because if they would fire her for honoring a customer's reasonable request HP was a bad place to work anyway. She put me on hold and about 15 minutes later "Mike" came on the line.
I don't know if Mike was a manager or not but could tell his job was to get me off the line by telling me whatever he needed to in order to end the call and move things over to e-mail. He basically said he understood (and apologized for the unprofessional behavior shown by the supervisor I had spoken with) and gave me the e-mail address of the person (Susan) he said handles this type of issue and assured me he would follow up with Susan via e-mail and I should do the same. While he didn't come right out and say it he lead me to believe that Susan would take care of things and issue a credit as it was obvious I wasn't trying to game HP or get something for free.
The call ended and on January 24, 2008 I sent the following to Susan at customerservice.hpshopping@hp.com :
After a lengthy conversation with two levels of support and then finally a manager named Mike (I never asked for a last name) I was given your e-mail address and told someone from HP would be in contact with me or my wife no later than Monday. Mike also indicated he was going to send you an e-mail summarizing our conversation so I'll keep this as brief as possible.
Long story short I purchased a printer (referenced in subject line) from HP that was delivered 12/26. Late last week - I don't recall exactly but let's say somewhere between the 17th and 19th, I noticed the printer I purchased was on sale for $250 less than I had recently paid. I was busy and just made a note to contact HP when I had some time to deal with it and that time was today. I was basically told, "too bad, outside of our price protection window", nothing we can do for you.
The account we made the purchase with is a small company my wife and I own:
Company name
Order # xxxxxxxxxxx
In addition to the printer we purchased some other items (separate orders) in the last two weeks of December - about $3,000 in total. I think it's reasonable that HP applies a $250 credit to our account or offers $250 in store credit or something along those lines. I don't know the exact date the printer went on sale but it was less than a few weeks after I purchased at full price.
I look forward to your response.
Finally 5 days (January 29, 2008) later Susan replies:
Thank you for your message. Our store has a price protection policy for 21 days from order date. Your purchase on December 21 was covered until January 11 for price protection. We are very sorry that you didn't contact us within the 21 days but regret that your call on January 24 was too late to qualify for price protection any longer.
We understand your disappointment and apologize for any inconvenience this may have caused but we must observe our store policies to allow us to continue to equitably serve our customers. Thank you for bringing your concerns to our attention.
Regards
Susan [last name removed]
Customer Service Manager
HP Home & Home Office Store
On Januray 30, 2008 I send the following reply:
Susan,
How come everyone I've spoken to at your company tells me something different in relation to this "policy". The first person I spoke with on the phone told me it was 31 days. Check the recorded phone call if you would like to verify. He told me 31 days at least 5 times. The second and third told me it was 21 days from the day the product was delivered (not ordered) which was the 26th. I then inquired if it was 21 days from the date the product went on sale, or, 21 days from when I made the call. HP put the product on sale in less than 21 days from the 26th of December and should issue a credit for the difference to my account.
I can't believe that you would expect a customer to go back and check a product every day after they make a purchase just to make sure it didn't go on sale. That's something I would expect from a no-name company but not HP.
Quite frankly, this is the worst customer service interaction I have ever had with any company. Why?
1. The second person I spoke with on the phone was not helpful. When I insisted she transfer me to her manager she told me no numerous times. Finally she said she would try and find a manager but I was "going to cause her to lose her job". And yes you read that right - I was going to cause her to lose her job.
2. "Mike" gave me your e-mail address, said he was going to e-mail you personally and that someone would follow up with me no later than Monday. That obviously did not happen.
3. After waiting days and days + sending numerous e-mails you gave me the same answer the first person I spoke with did which is basically "too bad". Mike had assured me you would look into this and do what was right for your customers as I am obviously not trying to game or abuse the system.
4. Almost every person I have talked to at HP gives me a different version of the price protection policy.
The bottom line HP put a printer on sale for over 35% off less than 21 days after my full price printer was delivered to my residence. I spent over $3,000 with HP last December and believe that any reputable company should do the right thing and issue a credit for the difference. Having in business many years myself I can assure you that if I treated any of my customers like I have been treated by HP they would never do business with me again.
Susan, if you are not willing to do what is right for your customers I kindly request that you send me the name and number of your manager. I have to believe that someone at HP will look at this logically and see that treating a customer in the manner in which I have been treated is completely unacceptable.
I look forward to receiving the information that I have requested.
On January 31 I send the following message since Susan has not yet replied:
I would appreciate a response to my request.
Susan follows up later that day:
I have discussed your case with my manager. We understand your disappointment but he agrees with the decision that your order is not eligible for price protection. We are very sorry for any confusion you may have encountered with any of our agents with regards to the 21 day price protection policy. This has been communicated to our sales and customer service agents and the price protection policy is posted on our web site. Our price protection policy changed from 30 days to 21 days several months ago and our returns policy is 21 days from delivery. We have sent out a bulletin to our center to remind the agents of the correct policy to avoid this from happening again.
We would like to offer a free toner cartridge for your new printer as an apology for the inconvenience that occurred with our call center. If you are interested, please place an order for toner within the next 30 days and reply back to this message with the new order number and I will refund the cost of the toner cartridge. If you order more than one, the highest valued toner cartridge will be refunded.
Again, our apologies for the inconvenience this has caused. Thank you for bringing your concerns to our attention.
Regards
Susan [last name removed]
Customer Service Manager
HP Home & Home Office Store
On February 2, 2008 I send the following back to Susan:
I don't think you understand my disappointment at all. Not only did your customer service agents not know the policy, you didn't either.
In your first e-mail to me you said:
"Our store has a price protection policy for 21 days from order date."
Which is obviously not the case. More importantly, not a single person I've talked to at HP, yourself included, is willing to acknowledge that the printer went on sale less that 21 days from the time it was delivered to my house. It took me more than 21 days to call but that should not be an issue unless HP expects that after a customer makes a purchase they go back and check the item very day for 21 days to make sure it's not on sale. So let me say that again - the printer went on sale in less than 21 days after it was delivered to my house.
So lets recap.
1) I've communicated with 4 people at HP, yourself included, that don't know the price protection policy.
2) In your most recent e-mail you admitted this was the case - no need to send out reminders and post notices if everyone already knows the policy.
3) HP expects that after a customer buys something that they go back to the site every day for 21 days to see if the price has dropped. It's not HP's responsibility to protect the customer, it's the customer's responsibility to protect themselves from HP.
4) Despite the obvious lack of professionalism and clarity HP is still unwilling to do what's right - issue a credit for the difference in what I paid vs what the printer went on sale for. Offering me a toner is a clear acknowledgment that HP had made a mistake - why not just issue the credit?I'm not interested in a free toner, getting something for nothing is not what I'm looking for. All I want HP to do is stand behind their products and prices like Dell, Amazon, Tiger Direct, New Egg and Best Buy all do.
Susan, at this point I don't feel that you have the best interest of your customers in mind. As I requested previously, please give me the name and number of your manager as well as the full names of all of the people I have interacted with so far at HP. I spoke with 2 people in customer service as well as someone named "Mike" who was supposed to e-mail you a summary of my first call. Since you have thoroughly researched this issue you should have all of those names readily available.
Susan only takes 2 days to reply this time, I received the following on Feb 4, 2008:
The price protection policy is on our site. Please feel free to review the policy if you are still unclear on the policy. Your call did not come within 21 days of your order date so we cannot honor your request.
The HP Home & Home Office Store reserves the right to change prices at any time. Should we lower the price of the product you purchased, you may call 1-888-999-4747 within 21 days of your order date to request a credit for the difference between the price you paid and the current the HP Home & Home Office Store selling price.
Again, our apologies that you are disappointed in the decision with your request for an exception to our policy but the final decision was made by upper management. For the security of our employees, we do not give out full names or phone numbers.
The offer of the toner was not an acknowledgement that you were eligible for the price protection credit but as an apology for the confusion over the policy with any agents you may have spoken with. We are very sorry that you have declined the toner offer and regret the loss of a valued customer over this very unfortunate matter.
Regards
Susan [last name removed]
Customer Service Manager
HP Home & Home Office Store
On Feb 5, 2008 I sent the following:
I need the names of the people I spoke with in order to file a complaint with your company. I want to name those that were helpful and those that were not. I did not ask for their phone numbers. As I requested please send me the names of the employees I interacted with.
That e-mail was ignored so on Feb 7, 2008 I sent:
Please provide the information I have requested or put me in touch with your manager. The way HP has handled this entire situation is unprofessional and I intend to make sure the right people at HP are made aware of how HP customer service is treating customers.
Thank you,
[name removed]
ps - the e-mail you sent me on the 4th just validates that you and the other customer service people I have dealt with don't know the policy. According to the policy you e-mailed me it's 21 days from the order date, not delivery date as you previously stated.
That e-mail was also ignored so on February 8, 2008 I sent:
As previously requested please provide the information I have requested or put me in touch with your manager.
I have yet to receive a response but when/if I do I will update this entry. I think it's important that "upper management" at HP gets a first hand look at how the people who are paid to interact with and support HP's customers are being treated. At the conclusion of this fiasco I intend to send Mark Hurd, HP's CEO, take a link to this entry so he can see for himself how HP's customer service department is treating HP customers. I plan to do the same for HP's board of directors. At this point it's pretty obvious that HP's customer service department couldn't care less.
Feel free to share you comments, opinions, or experiences with HP's customer service group in the comments below.
What kind of company wont tell you who you are talking to? Wow.
: February 11, 2008 8:23 AM : February 14, 2008 6:28 PM i am not sure where people think they record phone calls, or where that lie ever originated from but its a lie.
you were outside the 21 days when you called. thats your fault and very VERY few companies would actually give you $250 credit.
you are s.o.l. and making this matter worse for yourself and it will never get anywhere.
i feel for you i had the same issue but after only a few calls it was obvious that dell was never going to give me a credit so,, i lost out.
its what happens when you buy computers and parts.
: February 16, 2008 5:37 PM When you call HP customer service the recorded message says "this call may be recorded for quality assurance reasons" or something similar. I've worked in customer service areas in the past (years and years ago) and calls were recorded. Not sure if HP does it or not, just going off what their recording says when I call.
"you were outside the 21 days when you called. thats your fault and very VERY few companies would actually give you $250 credit."
When did we as consumers start to think that this is ok? They discount an item on day 19, I call on day 23 and they say "too bad". This has happened to me before with other companies (amazon comes to mind) and they took care of it, "policies" be damned.
"you are s.o.l. and making this matter worse for yourself and it will never get anywhere."
How am I making anything worse for myself? HP just sent me a toner as an apology but still won't do what's right. They know they are wrong on all fronts and are treating their customers like garbage and they think sending a toner will make everything great...it' won't. HP's customer service is a complete joke and I hope at least a few people come across this and decide to buy elsewhere.
There are good companies out there that take care of their customers and HP is not one of them.
: February 18, 2008 12:04 PM HP and customer service don't belong in the same sentence, period.
This is the worst service I have ever received from any company - you and the rest of your customer service team should be embarrassed. Not only will I never order from your horrible store ever again I will go out of my way to tell others how poorly I was treated. I also plan to contact your companies CEO via the contact form and show him this entire chain of events.
You won't answer questions, take forever to follow up and don't even know your companies own policies. I hope you feel good about how you interact with customers [name removed] - your apathy and poor customer skills just cost HP at least one customer, maybe more. I know you couldn't care less through, that much is obvious.
my review of hp customer service...they stink!
I think the problem all started when they hired Kafka to write their customer service training manual.
I bought my dv9500t off of HP’s website in December 07 along with the expansion base. By the end of January, it was crashing and soon after (day or two) would stall during reboot. My final diagnosis was problem with the heat sink on the motherboard. It took longer to stall if I let it rest (cool down) for a while before trying to start up. The computer locked up even when I was on the BIOS page, so this definitely wasn’t a Vista problem.
After a lot of calls to HP customer (don’t)care, I was able to get a case manager who told me that I was entitled to a replacement. By this time (almost 1 1/2 weeks and about 10 phone calls each lasting between 10 and 45 minutes) I was fed up with HP, and declined the replacement and asked for a full refund to which the HP case manager said I was fully entitled. He gave me a case # and his fax # and phone number with extension and his work hours. He asked me to fax over my receipts to get the refund started. He made a point of telling me that the faxes in the office tend to get lost, so I should make sure to write his name in large letters on the fax. So, I did this, and called back the next day to confirm that he’d received the fax. I did call during the working hours he’d given me. I provided the person who answered the phone with my case #. I was told Anthony was unavailable and he would get back to me.
So, that was 2 weeks ago. I’ve since called his office 5 times trying to get hold of him and each time I received the same response, “he’ll call you later.” I have asked for a new case manager to no avail. At this point, I’m submitting a claim with Mastercard to see if I can recover some of the money I spent on this computer, and I will never buy another HP product again.
I read your experience with HP. Yours does seem to be much worse than mine. Looks like this problem with HP occurs all over the world. (I am in Singapore and I believe you are in US.) Could it be common company policy, perhaps? Well, at least they are consistent. LOL.
I think HP's customer service is bad no matter what part of the world you are in. It must be a company policy:-)
Send me a new toner hp and stop jerking me around! I have called 5 times and every time I have to start over as whoever the customer service person is says there are no notes or anything in my account. YOUR SERVICE SUCKS HP!
: March 5, 2008 8:00 AM : March 9, 2008 7:21 AM I bought a Pavilion 9000 laptop from HP on line.
Like any big business they will smooze you with great commercials & advertisements. Definitely spending more money on getting you to buy instead of satisfying you with reasonable customer service.
10 minutes of BS automated prompts when you 1st call. press 1 for english, 2 for spanish, etc. more BS.
More prompts...then someone comes on who is on the other side of the planet who you have to strain to understand....blah blah blah.. I could go on.
It is to bad that upper management doesn't care.
Hinge on my laptop broke (not dropped or abused).
Asked for local service place to send to get repaired. I even said I drive by the HP building here in Cupertino as I drive to work. There response was I had to agree to have a boxed shipped to me for $299.00. I put my laptop in it and than pay shipping to get it back to them. They will fix the laptop and add charges on top of the $299.00.
Estimated additional charge could be $300.00 to $400.00 more. I said I could almost buy a new laptop for that amount. I was told I should have bought the extended warranty ($300.00). You know that even if I did, there are still extra charges. She said to go online and see if you can find the parts, order them and then fix it my self. Of which I will now have to do. 2 new hinges and front bezel and rear top case $375.00. Product 1 1/2 years old.
Not durable, not reliable, no customer service, very in-personable,
Bottom line...HP does not care, Do not do any future business with HP. Inform your friends and all you run into to do not do business with HP.
They truly are not a customer satisfying company.
: March 10, 2008 5:29 PM Oh this will be funny- call 208 396 6000 this is the Laser Jet headquarter's main line in Boise Idaho.
Ask to speak to Nor Rae Spohn, she is the head- ie Senior VP of the Laser Jet division in its entirety.
Regards
ex HP IPG R/D employee
: March 11, 2008 3:22 PM BOTTOM LINE: Beware of purchasing an HP product. If you don't believe me, just surf the web. There seems to be many people who have had similar experiences with HP. It is a scam!
TO HP CORPORATION: You can only rip folks off for so long...the word will get out. Certainly I will make every effort to inform others of your scam. I WILL get the word out and I do have reach via military communities around the globe, university communities across America, local newspapers, web blogs, etc. In short, you picked the wrong customer to rip off!
: March 21, 2008 12:16 PM After the hell I've had dealing with hp it is at least semi-comforting to know that I'm not the only one! If I can spend my last dying breath giving one piece of advice to anyone buying a computer- DO NOT EVER BUY ANYTHING FROM HP!!! Their products are sub-par, and their customer service is non-existent! I have spent a year and a half dealing with these idiots and I can tell you from personal experience that spending money with hp is equivalent to throwing your money away!
I bought an HP Pavillion laptop 2 years ago which continually broke down over the course of the first six months of ownership, all for the same problem that the repair center was incapable of fixing- a faulty video card. The third time I sent it back they told me there were had no parts left to fix it and that I would have to wait 4 weeks for them to either repair it or replace it. SIX weeks later I still had no computer & customer service, when they did bother to return my phone calls, kept telling me there weren't any laptops available to replace it! After almost eight weeks I finally recieved a new laptop with a downgraded operating system. Literally the first time I turned on the new laptop to connect to the internet the screen flashed out and went black, the exact same problem that had happened with my last computer. I got so frustrated I put the thing away for a couple of months, knowing that since I had bought an extended warranty with my purchase I could contact customer service again once I had cooled off. A few months later I contacted hp again, and having been told that it would be repaired, sent my laptop off in their provided box. Two days later I got the computer back with a note from the repair department stating it was not covered under warranty, and would not be repaired. I called customer service and left 6 messages. No one returned my call. I then wrote a letter to the Board of Directors. I recieved an email a week later from the head of customer service asking for details of my complaint. I replied back and explained the situation, giving him names, dates, warranty numbers, etc. That was 6 months ago, and I still haven't gotten anyone to reply since.
THIS COMPANY IS CRAP FROM THE TOP TO THE BOTTOM! They do not stand behind their sub-par products, and they will not honor their warranties. Take it from everyone who has gone through this- avoid them like grim death!
: March 31, 2008 11:02 AM I want to tell you of my latest experience with HPs Technical Support.
First let me tell you of my current HP products. I have a Paviliion dv 6000 laptop that has served me well. Last May I bought a Pavillion dv 9000 laptop from Sam's Club. After about a month the wireless quit working. When I contacted HP tech support I was advised that the problem was the wireless adapter and that a new one was being sent to me. I replaced the adapter and the problem was NOT solved. After another call to tech support I was advised that the laptop needed to be sent in for repair. I was also advised that in order to get my NEW laptop back in a reasonable amount of time I would need to buy an extended/premium service contract. Since I needed my laptop (that's why I bought it) I felt I had no recourse but to buy the expensive extended coverage and sent it in. It did come back quickly though and it appeared to be working well.
Then in September I bought an Officejet 7780 MFP for my home office, not a trivial investment. Well it frequently goes into a "Checking Device" mode and after several very frustrating calls to your Tech Support I was shipped a replacement. The replacement does the same thing, but I've just decided to live with it. It also locks up when attempting to get a DHCP address. All of the other devices on my wireless network perform the DHCP address acquisition flawlessly, but your tech support tells me it's a problem with my Linksys/Cisco wireless access point. Let's see - all devices EXCEPT the HP printer work flawlessly - so of course it's the Access Point. That is ridiculous.
So this past January my dv9000 laptop wireless quits working again. Another call to HP tech support. I am advised that this is a known problem and that I will need to send my laptop in for repair AGAIN! This time it comes back seriously damaged. The lid is scratched and the microphones are completely trashed - nothing but noise. After being contacted by a case manager the decision was to replace my laptop. A new dv9000 was sent to me and appears to be working well - time will tell.
So here is the last straw. Last Saturday we bought a new 7680 MFP for my wife's home office. Since it is so similar to the 7780 in my home office we thought it would be okay and since they use the same ink cartridges that would be convenient. The 7680 does not have wireless so that problem would be avoided. Well we got it home and I set it up. When we tried to print double-sided the paper would jam. I determined that the duplexing unit was defective. On inspection it was obvious that a plastic piece was malformed. I verified this by taking the duplex unit from my working 7780 and installing it on the new printer. ANOTHER CALL TO HP TECH SUPPORT. My initial contact was with Olivia who refused to help me unless I told her which operating system was being used on my computer !! Completely unneccessary info. But I gave her the info and was then connected to Joe. Joe told me that, even though I had done all of the troubleshooting and all I wanted was a replacement duplex unit, since the printer was less than 14 days old I would need to take it back to the place of purchase and receive a replacement from them. By the way - this was their last unit in stock and getting a replacement quickly was not an option. Since I am out of town this week and don't need to use my 7780 I was perfectly willing to use the duplex unit from my 7780 on the new 7680 until a replacement could be sent. When I tried to explain this to Joe, he refused to consider any solution but taking the unit back to the place of purchase. THEN HE HUNG UP ON ME !!!!!
We decided at that point to take the printer back to Office Depot for a refund - NOT a replacement! WE will NEVER EVER buy another HP product !! EVER !!
We bought 4 HP products in the last 2 years, 3 have needed replacement. Your technical support is absolutely maddening to deal with, long wait times, "technicians" that only ask unrelated questions, etc. I have owned about 6 Dell PCs in the past, and a Toshiba laptop. I have NEVER had to call tech support for Dell or Toshiba. I have owned Lexmark, Sharp, and Xerox printers and NEVER had to call their tech support. I can't tell you how your tech support compares to the others, I've NEVER had to call them.
: April 1, 2008 10:15 AM you did not conform to their policy... get over it.
then most of the comments complaining are also posted by idiots... Like the guy complaining about his printer didn't come with a USB cable... what a douche. It's been about 10 years since any company included printer cables.
: April 3, 2008 9:25 AM Sounds like something an HP employee would say if they happened across this site.
You miss the point completely. Hp's support, customer service and dedication to customer satisfaction is a joke. If you can't see that, well, then you sir are the idiot.
I'm in Ireland and have had the same experiences with HP support in the UK (cannot call it customer support). They had my laptop in for repairs 3 times in 3 months, could not fix the fault and insisted on further troubleshooting to save replacing it (under warranty). I took it back to the store I purchased it from and got a full refund. Their attitude is "we are the end of the line for the customer - no further recourse to senior management or appeal"! They also refuse to give out in writing that what they tell you verbally - goes against HP policy! HP total care = total disgust of HP customer services. I am also not able to get management addresses, names or telephone numbers = they use junior staff to block customer access to them - very cowardly approach. HP will not survive the path they are on.
regards
Noel
: April 6, 2008 9:23 AM Of course, 6 days later the battery showed up at my house and they charged my credit card. I'm just disputing this one with my credit card company, I have wasted enough time dealing with HPs crappy customer service department.
: April 10, 2008 2:41 PM www.unhappyHPCustomers.blogspot.com
: April 17, 2008 10:26 AM I needed to replace the top portion of the small paper feeder and was sent the large paper drawer. I can't believe how difficult it is to return an item that I didn't order.
HP's Customer service sucks!!!!
: April 28, 2008 3:21 PM I needed to replace the top portion of the small paper feeder and was sent the large paper drawer. I can't believe how difficult it is to return an item that I didn't order.
HP's Customer service sucks!!!!
: April 28, 2008 3:22 PM : May 7, 2008 9:15 AM I hate being held hostage by corporate giants with lousy support and CEOs who make too much money.
Only an American company would call third world countries, electronic answering devices, 4 hour telephone calls, endless circular websites and over paid boards ... customer service!
The scanner on my printer still doesn't function. Hmmm is it HP or Vista?
S
: May 29, 2008 8:09 AM I had purchased my laptop in september 2007. I started having problems with it in march 2008. the monitor would go off every now and then and one fine day, the display was off forever. i had contacted hp customer service and they had me send the piece the following week. I was said that I would get it back in 2 weeks. and it ended up such that i got a call after 2 weeks and said it was delayed by another week. so i waited for another week and there was no call or notification from hp. I had to contact the customer service myself and find out and they were not giving me specific dates as to when i would be getting it. all i heard was, 'WE ARE TRYING OUR BEST TO SOLVE THE ISSUE. WE SHALL SEND IT BACK ONCE IT IS DONE' . is this what a customer service reply should be? I had this reply every time i called and finally got the piece in the first week of may. They could've better sent a fresh piece than this delay. being a student, it was the most inconvenient situation for me to handle things without the laptop. anyway, think twice before getting a hp product
I called HP and asked what they can do for me. I know it is out of warranty, but an $850 laptop should not die just a little over a year old. They offered to fix it for $300. They also pointed out that the "Geek Squad" would charge me way more than that as if I'm getting a bargain!
After speaking with the CS Rep, who by the way was definitely not in the US, for about 15 minutes and getting no where I asked for the supervisor. Of course the supervisor was obviously from the US and just reiterated everything I just discussed with the CS guy. It was like I was on a merry-go-round.
I finally gave up and let them know I'm done with HP. This hasn't been my first bad experience with them, but I let them know I'm done with the company and it will be my last!
Anyone know who is known for the best customer service? These companies don't understand that customers stay loyal to those who treat them with the respect they deserve.
: June 26, 2008 2:26 PM There was not a "supervisor" available to talk to! He will call within 24 or 48 hours. I could not get the money back...I was not very happy!
: July 7, 2008 7:02 PM Direct link to the post is here:
http://ussenterprise.blogdns.net/blog2/archive/2008/07/15/690.aspx
: July 17, 2008 1:36 PM it is the ELECTED OFFICIALS (who depend on these mega companies who pay for their campaigns) who are making our lives miserable with disconnected customer service in ALL companies.
The rules and regulations can only be approved by the law makers. Congressman, Senators, Representatives. call them, ask why they allow these companies to treat the consumer this way. Where's Ralph Nader???
: July 24, 2008 10:54 AM : July 24, 2008 12:18 PM : July 31, 2008 9:02 AM : August 3, 2008 11:16 AM I will never purchase any HP products again.
I will soon be a Marketing professor, and trust me there will be thousands of students who will hear my story.
: August 7, 2008 10:53 AM : August 8, 2008 6:42 AM : August 8, 2008 7:01 AM P.S. And it all started with them not having the upgrade cable to go from ther'ye printer to a new computer's usb port. I would have been very happy keeping the old printer.
: August 8, 2008 1:43 PM P.S. And it all started with them not having the upgrade cable to go from ther'ye printer to a new computer's usb port. I would have been very happy keeping the old printer.
: August 8, 2008 1:43 PM P.S. And it all started with them not having the upgrade cable to go from ther'ye printer to a new computer's usb port. I would have been very happy keeping the old printer.
: August 8, 2008 1:44 PM : August 8, 2008 1:49 PM : August 8, 2008 1:52 PM : August 12, 2008 9:56 PM Post a Comment
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