HP Customer Service: HP Customer Service is Horrible

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 US. He was hard to understand and seemed to have a hard time understanding me. That's ok though, I've dealt with dozens and dozens of customer service/tech support folks from over seas in the past 10 years and am used to dealing with the language barriers. I explained my story and asked what HP's price protection policy was. He proceeded to tell me - about 5 times - that the would issue a credit/refund if a customer contacted them within 31 days of the order date. He looked up my order and since it was January 24 I was outside of the window. I explained to him that the printer went on sale in less than 31 days, I just had not had an opportunity to call. He was adamant there was nothing he could do so I asked for a supervisor.

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.

# posted by HP Customer Service @ 2:01 PM

Comments:

Don't expect hp to do anything to make things right, they don't care about customers.

# posted by

HP Sucks : February 9, 2008 6:48 AM

Just Google HP Sucks and you will see you are not alone.

# posted by

Anonymous : February 9, 2008 12:51 PM

"For the security of our employees, we do not give out full names or phone numbers."

What kind of company wont tell you who you are talking to? Wow.

# posted by

Anonymous : February 11, 2008 8:23 AM

I just bought an HP deskjet printer.......THERE IS NO USB CABLE!! How am I supposed to connect the printer to the computer? It says "Step 10- buy USB cable" ARE YOU KIDDING ME! I have never in my life been so mad, how stupid are these people? They obviously know nothing about "user friendliness". I will never make a purchase from HP again.

# posted by

Anonymous : February 14, 2008 6:28 PM

they DO NOT record phone conversations, neither does dell or gateway or anyone else for that matter.

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.

# posted by

Anonymous : February 16, 2008 5:37 PM

"i am not sure where people think they record phone calls, or where that lie ever originated from but its a lie."

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.

# posted by

HP Customer Service : February 17, 2008 7:38 AM

Double ditto for me. Check out my story at mercerville.org.

# posted by

Anonymous : February 18, 2008 12:04 PM

mercerville.org...I feel your pain.

HP and customer service don't belong in the same sentence, period.

# posted by

HP Customer Service : February 18, 2008 12:37 PM

Here's the last message I sent to HP. They didn't respond, of course.

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.

# posted by

HP Customer Service : February 18, 2008 12:41 PM

ha, customer service my a**. they should be called customer interference, cause' thats what they do best. its like they are trained to frustrate the customer so much they just give up and go away.

my review of hp customer service...they stink!

# posted by

HP Customer Service Review : February 18, 2008 1:19 PM

Hi, I just found this blog by googling “HP Customer Service Sucks”. I want to share my own HP rant with others who’ve experienced “the horror…”
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.

# posted by

CestSimone : February 20, 2008 2:21 PM

Thanks for leaving a comment on a related entry on my blog. What you said seemed to gel with the unsatisfactory HP customer service level we both encountered.

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.

# posted by

Victor : February 29, 2008 5:16 PM

Victor,

I think HP's customer service is bad no matter what part of the world you are in. It must be a company policy:-)

# posted by

HP Customer Service : March 1, 2008 9:48 AM

HP customer service is a joke. I have been dealing with them for two months trying to get a toner replaced. Customer service keeps saying it was delivered to my house without a signature...I live alone and I don't have it.

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!

# posted by

Angry with HP! : March 5, 2008 8:00 AM

HP doesn't stand behind their product quality. My flat screen monitor quit working just a couple of weeks after the warranty expired. The on-line "tech support" person, instead of trying to help me diagnose and treat the issue, goes right to the warranty, and basically says too bad for me. When I question the quality and the unacceptable nature of their products working just past the warranty, he tells that is the nature of electronics ... "components can fail at any time". Boy that's a comfort. Not only does HP customer service support suck, but their approach to quality control sucks as well. I stated that I will never buy another HP product, and his response came across as so what.

# posted by

Anonymous : March 9, 2008 7:21 AM

Sorry to hear about your situation with HP. I too will promote vigorously that everyone I know do not do business with HP.
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.

# posted by

Anonymous : March 10, 2008 5:29 PM

Hello:

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

# posted by

Anonymous : March 11, 2008 3:22 PM

PLEASE READ THIS. This is serious and may help you from getting ripped off by HP (& Best Buys, who sell HP products). In short, I purchased an HP notebook in Sept 07 for my child who is attending college. I also purchased the extended warranty and had the Geek Squad folks set everything up. Bad move! I spent $1,200+ on this junk! The HP notebook system doesn't even boot up now. Of course the morons from Best Buys say I have to get recovery discs from HP, despite the fact that I have a full warranty and they set up the whole computer. After calling HP many, many times I have given up. It's truly a corporate scam...there is no HP customer service. To make matters worse, Best Buys plays this game of "get in touch with HP...we cannot help until you get recovery disks from HP." Of course they added, "Everybody has this problem...good luck." I have been attempting to get HP customer service for 2 days. I have been placed on hold for hours, disconnected, re-routed back to other phone messages, etc. When I did get a "person" I thought I was making progress. The person said, "Stay on the line and you WILL NOT be disconnected." Wrong! After I heard those words I was summarily "disconnected." They obviously are not planning on correcting my problem or those from other HP customers. Moreover, Best Buys says "It's not our problem...we just sold you the notebook." I bought the computer from Best Buys, had them set up the computer, and purchased a warranty from them. You see the scam, right?

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!

# posted by

Phil : March 20, 2008 3:34 PM

Add me to the list! I've been trying to fix my problem for about 60 days. I have two HP computers using 1 HP printer. One computer doesn't print correctly. After many calls to HP where one points to the printer the other points to the computer, problem still not solved. I even sent an email to the ceo and all that got was a call from tech support and back to the same finger pointing. This sucks!

# posted by

Anonymous : March 21, 2008 12:16 PM

HP Sucks! How can this company still be in business!?!
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!

# posted by

the girl : March 26, 2008 12:29 AM

I have been a customer of hp for awhile but never again. They sold me a printer that didn't even work and when I told them they sent me one that didn't work...their solution was to sell me another printer or I can pay a fee to talk to a tech. I told them I just purchased this one why would I buy another one. The one they sent me didn't even work. NEVER AGAIN!!!

# posted by

Anonymous : March 31, 2008 11:02 AM

To whom it may concern:
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.

# posted by

Anonymous : April 1, 2008 10:15 AM

you people are idiots.

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.

# posted by

Anonymous : April 3, 2008 9:25 AM

"you people are idiots."

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.

# posted by

HP Customer Service : April 3, 2008 9:32 AM

Thanks for the Great AdWords program. See my post about your efforts at: www.michaelorlinski.com

# posted by

MO : April 3, 2008 8:48 PM

Hi
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

# posted by

Noel Murphy : April 6, 2008 9:23 AM

HP customer service is a joke!!!! I ordered a battery for my laptop in January. Every time it was supposed to ship they changed the ship date and never notified me. Finally in March - yes almost 3 months later - I called and canceled the order since the "customer service" person could not tell me why it had not shipped or when it would ship.

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.

# posted by

Anonymous : April 10, 2008 2:41 PM

There is a growing number of Unhappy HP Customers who are quite vocal about sharing there insights on bad HP products and/or bad HP customer service. Hopefully these stories will help some unsuspecting person buy an HP product and end up having another painful & costly experience.

www.unhappyHPCustomers.blogspot.com

# posted by

Anonymous : April 17, 2008 10:26 AM

Please visit www.hpsucks.us. It is self-explanatory.

# posted by

NorrisGoff : April 20, 2008 7:35 AM

Ok.... So, i have now been on hold for 45 minutes. I ordered a part for my printer and HP sent the wrong part. I have been trying to call HP customer for 3 weeks, but am put on hold for what seems like a life time. The last time I aclled, I was hold for 25 minutes and then my cell phone battery died.

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!!!!

# posted by

Anonymous : April 28, 2008 3:21 PM

# posted by

Anonymous : April 28, 2008 3:22 PM

As I have had issues in the past with HP Customer dis-service in India, San Juan and elsewhere, I was looking on the web for a phone number to ask if there is a simple solution to a problem I have with an Officejet 6100 all-in-one where something is just stuck in a continous reset mode with grinding sounds and says - scanner failed - turn off and on again - (tried with no luck) - well, I am interested in buying another all-in-one - does anyone have another brand recommendation? I am not interested in becoming another dis-satisfied HP customer!

# posted by

Anonymous : May 7, 2008 9:15 AM

The corporate giants continue to laugh at us all the way to the bank.

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

# posted by

Anonymous : May 29, 2008 8:09 AM

I have had a similar situation. My HP laser 1018 started causing my desktop to lockup everytime the printer was powered on. I got online with HP tech support - spent 3 hrs and they decided that Microsoft was the problem. That printer causes USB problem on every computer I have tried it on (4)!!! First contact was made during the warranty period. Two more "chats" occured over the next few months as I documented the uselessness of the printer. Same result each time - it was someone else's fault. Once the printer was out of warranty, they admitted that something in the printer's usb subunit was most likely faulty and offered to SELL me a new printer as mine was no longer under warranty!!!!!!!!! My telepnhone calls went to India - no help there!

# posted by

FileMaker Programer : June 12, 2008 1:01 PM

horrible service

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

# posted by

san : June 15, 2008 3:32 AM

I've had an HPlaptop for just over one year. It died at 15 months. I had a local computer repair shop look at it and was told it is the motherboard. They also said it was the third of its series they've seen this year with the same problem.
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.

# posted by

Anonymous : June 26, 2008 2:26 PM

I was on the phone for over and hour and did not get any satisfaction. In fact I ended up buying "phone tecnical support" for $99.00. It wasn't until the end of the call that I was told it was only phone support. I understood that it was an insurance so that I could get my lap top fixed without costing an arm and leg. However, I was told that no, it is only phone support and when you send it in you will have to pay for any and all parts.
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!

# posted by

Anonymous : July 7, 2008 7:02 PM

I hear you. I just posted my own entry via my site about my experience with HP's absolutely dreadful customer service.

Direct link to the post is here:
http://ussenterprise.blogdns.net/blog2/archive/2008/07/15/690.aspx

# posted by

Braden : July 16, 2008 9:18 AM

DON"T BUY HP! I have now been on hold over an hour for the upgraded support line and no one has answered!

# posted by

Anonymous : July 17, 2008 1:36 PM

I'm trying to RMA a broken DVD drive that's still under warranty... 6 phone calls + 4 e-mails over 2 weeks and I still got nothing. They just keep telling me to call back the next day. I will never buy from HP again!!!

# posted by

Nick : July 21, 2008 5:41 PM

dear frustrated people,

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???

# posted by

Anonymous : July 24, 2008 10:54 AM

pffft, blaming elected officials is retarded. The blame lies with the company, in this case HP, for not giving a rats ass about how their customers are treated.

# posted by

HP Customer Service : July 24, 2008 12:18 PM

Just to add another note. The problem that seems to be almost universal is that the HP technical support staff has no clue about the products they are supporting. The support people are polite and unskilled. Thanks to the "non-HP" persons who post their problems and solutions.

# posted by

Anonymous : July 31, 2008 9:02 AM

Customer support is the worst I've ever experienced in my life! I called to get help b/c my wireless assistance wasn't working. They told me they couldn't transfer me to technical support b/c my warranty was overdue. I said it a technical problem not a warranty problem. They expected me to pay $50 for a 1 time support help. They are crazy! I talked to 2 people and neither of them would transfer me to a supervisor, saying it was procedure and not entitled to a speak to a supervisor. They told me I could get help by going online and contacting support. I asked if they were stupid b/c my problem was I couldn't get online, that's why I called. NEVER again will I buy anything HP. they do not stand by their customers when in need of help.

# posted by

Anonymous : August 3, 2008 11:16 AM

One of the customer service rep said, "It’s too bad that it took THREE months for my notebook to be repaired". The case manager I was assigned to was never in the office. I called the case manager number at (877) 917 4380. The customer service representatives are extremely rude. I hope HP goes out of business soon.
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.

# posted by

mohsint06 : August 5, 2008 9:36 AM

HP is seriously the worst company around!!! They have terrible customer service. When you do get to speak to someone I am not even able to understand half of what they are sayign to me because they are from another contry (india). They do not help they continue to tell me how they understand my frustration....really do you really understand it????? DO NOT BUY ANY HP PRODUCTS!!!!!!!!!!!!!!!!

# posted by

Anonymous : August 7, 2008 10:53 AM

This is absolutely correct. Long story short: I was sent not one, but TWO defective HP laptops. When I was finally able to get through to an HP supervisor she didn't even want to give me a discount for my trouble. Many phones calls to unconcerned employees and hours of hassle. I will never shop with HP again. Worst company I have ever dealt with.

# posted by

Anonymous : August 8, 2008 6:42 AM

GET SOMEONE THAT SPEAKS FUCKING ENGLISH AND CAN AT LEAST READ AND WRITE!!!!

# posted by

Anonymous : August 8, 2008 7:01 AM

I also had a very bad experience with HP. they have the worst customer service i have ever seen in my 50 years of living!I had a printer that i could not get a cable for that printer through HP so they talked me into an upgrade exchange for my old printer. i chargeed the 200.00 for the new printer.They sent me the printer with no lable to sent the old one back.I called them numerous times and finaly had a lable emailed to me. I sent the printer back. A month later i had a second charge on my charge card bill for 480.00 After hours and hours of talking to there poor customer service reps, including the superviser, They told me everything was taking care of. Next bill comes in with 480.00 still on it.Again hours of calling and being transfered a dozen times,they say there is nothing they can do, so it cost me 680.00 for a printer that sells everywhere for less than 200.00.I will never in my life, ever by another HP product.

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.

# posted by

Anonymous : August 8, 2008 1:43 PM

# posted by

Anonymous : August 8, 2008 1:43 PM

# posted by

Anonymous : August 8, 2008 1:44 PM

HP SUCKS, IF YOU WANT NOTHING BUT JUNK AND PROBLEMS AND SHITTY CUSTOMER SERVICE THEN BUY HP.

# posted by

Anonymous : August 8, 2008 1:49 PM

google hp sucks, hp problems, anything like that and you will see that we are not alone!!!!!!

# posted by

Anonymous : August 8, 2008 1:52 PM

I am facing a similar problem Hp customer service treat people like shit. They send my computer to the wrong address over a month. Its almost two months and the case manager cannot find any solution to my problem. I am encouraging friends and foes not to purchase hp goods. hussain

# posted by

Anonymous : August 12, 2008 9:56 PM

HP sent me recovery discs in French! I am an American, English speaking Texan. The foriegn girl on the phone insisted that I mail the discs back and pay for a new set in English. When I finally was able to convince her to let me speak with her supervisor he agreed to send me out a new set overnight. The second set is in English but one of the discs is so badly scratched all the way around the outside edge that it will only install up to 80%. Today the non-tech supervisor on duty, Steve, tells me that I will have to pay for a new set! They did me wrong twice, so now they are going for 3! The sad part is, I don't have a choice if I am ever going to get my new hard drive installed. Wow, I didn't even get a kiss...makes a girl feel "easy"...

# posted by

Scarlett03 : August 20, 2008 11:18 AM

Over 45 minutes on the phone, transferred 5-6 times, only one person spoke English fluently and they have to call me back...all for a keyboard. Did I mention that this is the 4th keyboard we've gone through with the same problem? Everyone is chasing the cheap labor overseas and thinking more about the stockholders than the end user.

# posted by

Parforthecourse : August 25, 2008 5:52 AM

I am at 1 hour and 33 minutes on the phone at this point with customer service. I bought an all-in-one j6480 office jet. It was shipped with a missing tension roller on the automatic document feeder. I had not found the problem till 3 months after my purchase and Best buy would not help me. After 58 minutes on the phone with HP to look up the part they tell me they can only send me a replacement printer. I was calling for a part for petes sake. Now I am holding for some 3rd party parts supplier supposedly but I am hearing the music of HP. Fortunately I have had lunch work on some real estate issues while on hold but this service is pathetic. Stock holder's beware. These guys want to replace an entire $170 dollar printer for a .10 cent part that they forgot to install. Wow!!
1hour and 40 minutes now. I think I will go to best buy and buy another machine, take the part and return it.

Patrick
Kalispell Montana

# posted by

Anonymous : September 2, 2008 1:20 PM

Hi! My name is Katherine Feeser, I have bought several things from HP, including a photosmart printer recently, quite a few other printers and such, and an Hp Pavillion Notebook dv6700. Today, I used HP's online chat-with-a-service-representative service, as I have twice before, and am, as always, blown away by the service!
The support and service technicians are very knowledgeable, helpful, and polite. My notebook cord has been overheating (it is still under warranty), and so I chatted online with support technician Bryyn and he arranged to send me a new cord in less than five minutes. And I don't even have to worry about sending in the malfunctioning one!
I have chatted online with HP's support staff in the past, and they have always helped me to find an answer to my problems, even when my computer was no longer under warranty, or when I bought the computer used from craigslist (such as my last hp notebook)!
I am very impressed with the chat service and its staff, and was very surprised to see all the negative feedback on this comment forum. I have never had anything negative to say about HP support!
Thank you, HP, for all of your help and Support, I will always buy HP products as long as your great customer service and attitude persists. It has been a pleasure owning each of your products and having the relief of knowing that if something goes wrong (which, with anything that plugs into a wall and has mechanical properties, it often can and does), I can count on HP to take care of me!
Thanks again, your appreciative client,

Katherine L. Feeser

Reply to: k_feeser@comcast.net
(Please do not share personal details on public forum)

# posted by

Anonymous : September 9, 2008 12:45 PM

It is just amazing how a company can continue to treat their customers this way. I have had 3 notebooks fail. All three cases were disasterous in working with the HP Case managers. My last case was the worst. I have NEVER had anyone treat me like this. I had a notebook sent back to me after 42 days missing memory, still not working and with the case put back together so poorly that I could not plug anything in to the USB ports. My only option was to send it back again for yet another undetermined period of time. I own a small IT support company and from my email address, the Case Manager looked at my website and accused me of acting as an unauthorized service center and working on customer's notebooks for a profit at HP's expense. (This was my PERSONAL notebook). It went downhill from there. Once the case manager had told me that i was S.O.L. and nothing more was going to be done. I wrote a personal letter to Mark Hurd over 30 days ago with no response and it was not until I got the Better Business Bureau involved that I was able to get any kind of minor resolve on this. (This was after I had refused the initial resolution to send my notebook back in again since I had already fixed it myself).

No way, no how will I ever purchase or recommend to a client that they purchase ANY HP product again.

I spend thousands with another manufacturer and have never had a "down" machine or printer be out of commission for more than 48 hours.

Mark Hurd, get in touch with your company. Maybe you should, under a pseudoname send in a broken computer and go through the process.

# posted by

Anonymous : September 10, 2008 7:32 AM

Ok... I hope I am not going off topic here and I am not trying to change the conversation stream but just had to add this.....

Here is a Dell Customer Service story, (just happened over the last couple of weeks).

Ordered a brand new XPS Notebook, ($1900 bucks.) My client had it for a couple weeks and really was not a fan (only because he thought he wanted a really small notebook and realized that it was too just too small for him.)

After two weeks, we had a hard drive failure on the machine. I called Dell. Within 5 minutes of being on the phone (after holding for about 3 minutes, yes only THREE minutes) I was given 4 choices by them.

1. We will send a new hard drive out to you by fedex express that you can replace on your own and have it there the next day.

2. We will send a new hard drive out with a technician who will install the hard drive and restore the operating system for you (48 hours or less).

3. Since the notebook is so new, we will send you a new notebook (this may take a couple weeks to get) then when you get it, you can send the defective unit back to us.

4. You can send the unit back for a full refund and decide what you want to do from there.

Since my client was not in love with the machine because of it's size, we elected option 4 (return for refund.). Dell sent UPS to my office to pick up the laptop with a shipping label, called me TWICE to verify that it was picked up and also to verify that they had recieved it.

My first call to Dell was Monday morning at about 10 AM. By today, Thursday at 6:00 am, I had an email in my in box from Dell acknowledging reciept of the notebook and letting me know that the refund had been applied to my account (which it has).

THAT IS WHAT CUSTOMER SERVICE IS!!

We all know that problems happen from time to time, it is all in how the company handles them.

Go Dell!

# posted by

Anonymous : September 11, 2008 10:05 PM

Maybe HP will take note of the Dell service - mind you, considering the atrocious service HP has given me, hell will probably have to freeze over before they will understand the benefits and spin-offs of good customer service

# posted by

Noel Murphy : September 14, 2008 12:23 PM

I totally agree, HP's customer support is worst by far of any company. I have been buying from them since the 1970s, and it's gotten worse year over year. This year, basically, HP no longer honors warranties, and does not have tech support. I have a B9180 printer, and the both design, and software is defective. The printer was a piece of junk from day one by design. HP's Indian tech support will not help me or anyone. HP has no support. Don't buy from HP ever!

# posted by

Anonymous : September 17, 2008 1:29 AM

HP customers service sucks. Some of the employees cannot read English only Indian language. They leave you on the phone for 45 minutes then they return and says hold aqain. I have spent 3 hours on the phone and got no where. I am planing to send a letter to the president of the company. Please take my advise think twice before purchasing anything from HP.
HP SUCKS

# posted by

LISSE jACKSON : September 29, 2008 3:30 AM

The most bizarre thing happened to me. I called to HP customer service to purchase a system recovery CD for a computer whose original system recovery CD’s that came with the original system were lost. To no surprise, I reached India, and was very much treated in accordance to third-world country of doing business.

I was told that I could buy the recovery CD’s for $23 plush tax and shipping. I was also offered to purchase an additional 1 year worth of Technical support for $150. I insisted that I just wanted to purchase the CD’s. The Indian guy desperately tired to sell me the support. Finally, he gave up and said that if I did not want to buy technical support, somebody would call me back in a few hours to make arrangement to purchase the recovery CD’s. Nobody called back.

I again called HP and customer service and again reached India. I explained everything again and went through the whole process of declining an additional year of customer service. However, this time I was told that if I wanted to by the CD’s right now, I could do it only if I also bought the additional year of support otherwise I’d have to call back in about 6 hours to buy just the CD’s…

I don’t need to say any more. Hp has become a company of hustlers. I will not do business with them.

# posted by

Anonymous : September 29, 2008 7:08 PM

I don't work for HP and have had no problems with their customer service. I have bought HP products for years and find them to be very good. Anyone thinking they will get printer cables with a printer must have been living on Mars for the last 10 years. The guy who started these comments didn't request a refund in the specified time frame stop whining and get on with your life. You people better get use to talking to people in India, Pakistan and other far reaches of the earth because thats the corporate cheap way to go.

# posted by

Anonymous : October 2, 2008 2:17 PM

I just had a bad experience myself. I just purchased an HP DV5-1000us Pavilion laptop which sports a remote control that conveniently hides in the laptop until you need it. I purchased this laptop less than two weeks ago and tried to use the remote with a DVD last night for the first time. The only buttons that work on the remote are the volume and mute. I called customer serviece and they did the usual reinstalling of driver but this had no effect. They then told me that I would have to purchase a new battery for the remote at my expense (this is a watch type battery) to see if this was the problem before they would send me a new remote. Again, this computer is brand new and the battery should be as well. HP could have and shoud have sent a new battery and or remote. I shoudl not have to pay close to a grand and then have to purchase a battery......I hope that someone from HP reads these blogs!! mitchell.bythewood@gmail.com

# posted by

Mitchell : October 9, 2008 11:32 AM

Well I must say I am fairly new as an Hp customer. I’ve purchased a laptop about 4 1/2 months ago, it's unfortunate that I have already experienced problems with it and have had "unbelievable" encounters with customer service.

The second day I owned my laptop from bringing it home from best buy it stopped charging from the adapter. I immediately returned it and received another after waiting on the phone for about an hour explaining I didn’t want to repair it I wanted another.

About 3 weeks later the adapter quit working all together on the the new laptop I received. So I had to wait about 5 days for the new one to arrive at my home (meaning I couldn’t use any computer or internet access at home for 5 days).

Now a few months down the line my computer freezes in the middle of a power point I had been trying to set up for work. I’m really frustrated. I power it off now it wont start up, so after being on the phone for 2 hours with a customer service rep whom I could barley understand from his thick accent we get started on solving the problem.

Let me tell you I don't know if this was such a good idea but he actually had me open up my laptop, meaning unscrew it take out the hard drive, and also unscrew another part and take out two memory chips, swap them and try to do all these things. I don't know much about repairing these type of products over the phone but thank goodness I’m somewhat familiar with computers and its where abouts or I could have really damaged my computer. I don't think I should have been the one to do that especially when there is a sticker in the inside that says if damaged, removed or ripped void warranty. The gentleman whom I was speaking with assured me it wouldn’t be voided even though I ripped a small portion of plastic only because he told me to pull it. Then of course after doing so my computer screen quit working entirely (it was working before) completely black now. This means he made it worse. With my luck the warranty will be voided.

I sent this computer out via Fed Ex on Oct 7th the guy told me it would be 7-9 days before I get it back assuming from the send out date because he didn’t say from received date. I called yesterday Oct 13 and did a tracking status. I am now told to expect it to return to me on Oct 20th that’s 13 days!

I don’t know about any of you but it's kind of hard to go on working without your material let alone your computer. And the best news of all is I get to get all my files and documents erased : ) I am not a happy camper I am really not sure if I should call again and complain about the 13 day wait or just leave it alone. Thank you for reading my Vent :P

# posted by

Jenna .C : October 14, 2008 1:41 PM

# posted by

Jenna .C : October 14, 2008 1:59 PM

Sorry for posting that twice :(

# posted by

Jenna .C : October 14, 2008 2:02 PM

Well, after getting jacked around for the 20 something time on the phone I thought I'd see if anyone else was having trouble with HP customer support, did a search and bingo - did I hit the jackpot. Ouch - wish I'd seen this before I purchased from them.
I called Oct.16th for a part to fix
a printer they said they don't supply repair parts but can do an
upgrade/exchange for a very good price and for $20 more they would
ship it overnight. I said ok to the
overnight because I needed it right
away but they shipped it ground and
still charged me $20 for overnight
shipping.
I called 2 days after ordering before I knew it was shipped ground
and that's when I started getting the feeling they don't know what they are doing. Long story short - 7 days after ordering, a total of
20 phone calls and about6 hours of
phone time and frustration beyond belief they are giving me the go around telling me a case mgr. will call me in 24-48 hours regarding the $20 they owe me!!!???? They have asked me for my email address about 25 times but I've yet to receive any email regarding this transaction. I have 3 case numbers,
a service order and have had to lift the printer upside down twice
to give them all the info to get my $20 back??!!!@@## I have given
them the Fed ex tracking number that proves it was delivered via ground. I asked them what kind of a company has to have a mngr call the customer about crediting a $20 mistake that was the company's mistake in the first place? I have told my story 20 times - what the hell is the case # for - it is supposed to have the details within it. And they say "so you would like us to give you $20?" and
I say I would like you to credit my credit card for your mistake of the $20 charge and God help me if
I have trouble with this printer and have to call you for that!!!"
It's frustration beyond belief - one of the biggest purchasing mistakes I have ever made in choosing this company to do business with. They lie to me, hang up on me, put me on hold for 40 minutes and even two have given
me a phony phone number saying it
would call the refund department directly and it was a phone company telephone number. Other HP techs said they never hear of the number and it goes on and on. I know it is a small amount but it is the principle and the PITA service that is unbelievable and the worst besides
United airlines that I have ever received. Well Best Buy hold a close second.

# posted by

Anonymous : October 23, 2008 7:47 PM

Keep spreading the word. My story available here:

http://truckerbomb.blogspot.com/2008/10/hewlett-packtards.html

If any of you have been screwed by HP/Nvidia with defective motherboards cheer up, a class action lawsuit has already been approved.

# posted by

Trucker Bomb : November 7, 2008 2:35 PM

TERRIBLE HP CUSTOMER SERVICE
I bought a HP C5180 printer 10 months ago and now I get paper jams on the left side of the paper all the time.
My date of purchase was 12/9/007. HP customer service told me that 12/9 is Sept. 12th.

After 5 ,approx. 1 hours calls to CS and proof of purchase FAX, they told me they would send me a replacement.

Five hours of waiting on hold and terrible dialg with people that do not understand or seem to care for a printer that costs $120. They have no repair manual or parts lists, THEY ARE ALL THROW AWAYS.

YES , HP Customer Service SUCKS !!

# posted by

ray : November 12, 2008 8:02 AM

I bought an HP laptop only because I have to use a PC for my real estate business. I normally use an iMac G5 for all my other projects, and I'm extremely happy and very functional with the Mac.

I'm thinking of shooting a video and posting it on YouTube. The story would be about how to gleefully and willfully destroy what should be a functional, expensive computer. WHAT A PIECE OF CRAP! The storyboard for the video will be about how to shoot a new laptop with a shotgun, then throw the remaining pieces in the street and run over them with your car. Then smash the remaining pieces with a hammer.

It's loaded with Windows Vista and it's frustrating as HELL. Every time I turn on the machine, I get two or three windows that pop up, wanting to UPDATE my machine. It takes quite a while to eliminate all this crap.

My office had a new HP 2510 printer sitting there at my desk, so I decided to use it. Given the fact that it's a new HP printer and I had a new HP computer, one would think that they would interface, right? WRONG. I even ordered off for a new install disk from HP, at significant expense, and the two machines still cannot work together.

I called customer service several times and usually got some unintelligible Hindu from India. Communicating with them was impossible. The last time I called customer service, I got a knowledgeable guy from Iowa or somewhere, and he walked me through the whole system and tried to help. I understood him clearly, and he was patient and knowledgeable. Ultimately he told me to give up. The HP computer and the HP printer wouldn't interface.

I will never buy another PC again. Mac is my machine, and I will never buy another HP device of any kind again. If Windows and HP think they can keep market share by producing junk like this, I've got news for them. I just hope HP goes down in flames like GM and Lehman Brothers. They deserve it.

Gary Hubbell
www.aspenranchrealestate.com

# posted by

Gary Hubbell : November 14, 2008 11:33 AM

i couldn't agree more about the terrible service provided by HP for its products. I've paid for a month's worth of service and NOTHING has been provided. I was promised a refund and that has not occured either.

# posted by

Paul : November 20, 2008 5:19 AM

All I can say that hasn't been said in the previous comments, is "DITTO".
I bought the All-in-one wireless J6480. And you guessed it, it's an all in nothing. Over 2 weeks of communications, chat, telephone, and email, now they say that the Advanced Service Group (ASG) will contact me shortly. Yep, they did over week later. He started with the same gibberish, operating system?, IP address?, router?,Can I connect through ASW? What the heck is that?
Oh well after 10 hours of install SW and uninstall by their direction, I give up. It would surely make a good boat anchor, if I had a boat.
Solution- I was able to convince Staples to take it back and give me a refund. The manager said this wasn't the first time he heard about how bad the HP S/W is.
No more HP. New CEO isn't any better than the previous one. HP RIP as far as I'm concerned. No Mas HP for me.

# posted by

Bob P. : November 23, 2008 10:03 AM

This is absolutely unacceptable ! I faced the same problem just aweek back order declined after the address given no reason nothing they promised to get back in 24hrs and am so glad to see someone take action and build a forum about this problem !

We need to take this to the next level get HP bosses to see this blog.

# posted by

Ray : December 1, 2008 9:15 AM

I've had an HP Laptop for less then a year now. Literally in the last month thing has begun to fall apart. The left hinge of the lcd screen doesn't sit properly and is definately disconnecting itself from the keyboard area. The laptop is overheating to the point where the Microsoft OEM sticker has a hole burnt into the middle of it, alot of the keys are becoming unresponsive and the rubber feet have started falling off because the glue is melting, the dvd player works 50% of the time and gives me a prepare blank disc/or no disc error the other 50% of the time, the fan is making grinding sounds, and the computer itself is beginning to crash. Phoned HP talked to some guy in the Philipines with a bad phone connection. Told me that he will escalate my call to a HP supervisor, three days later I get a call from him saying sorry we cannot replace your laptop but we will be more then happy to fix all the problems and give it back to you in 2-3 weeks and sorry they won't replace the rubber feet, apparently they are a 80$ purchase from the hp store and the supervisor felt that it is not a justified fix, what a joke. those pads are probaby less then 1$ a piece. Never buying an HP product again.

# posted by

Anonymous : December 1, 2008 11:32 AM

HP customer service SUCKS. I ordered the tune up service this AM,because my computer was running slow. This took 1 hour, and several employees after telling them what was wrong with my computer. Finally I was tx'd to PC tune up dept. The case # I originally rec, would not work in this dept. So I got to tell the whole story again, so that I could get a new case #. He had me run msconfig, and disable my computer and run a virus scan, (instead of running hte scan, then run virus scan) then when done call them back. Well, 3 hours into virus scan (30% done) my scan stopped working. So I called the # that tune up dept gave me, and at this point 4 hours later I am still on hold with that phone,so I just hung up with that phone. At about 1.5 hours on hold, I used my other phone and called the orig 800 HP #, and requested the PC tune up dept. I have been disconnected 4 times, I have been sent to smart friend dept, HP total care dept, the recorded smart technical dept etc. At 2 hours, I started asking for a FULL REFUND. I got hung up again, and transferreed to the wrong depts again. Currently I have been on hold for the woman to figure out where to send me for a refund for 55 minutes. Plus, the employees and I don't speak the same language, and there were many errors with #'s my email address etc...I will never buy another HP product nor use there service EVER AGAIN.

# posted by

Anonymous : December 7, 2008 4:30 PM

HP is all about money.HP outsourced their service center to south Asia, just call and ask where they are, it's either in the Philippines or India. The most important thing about customer service is clarity of communication, how the heck are they going to do that when their workers can't speak fluent English. I will never buy another HP computer or products, and I strongly recommend all of you do the same.

Another thing I hate about people in India or Philippines speaking broken English is that they speak it fast. I mean if your English is no good, speak it slowly so people can understand you. First get the pronunciation right before adding speed to it; a person have to learn how to walk before he or she can run. Anyway, just had to let out my frustration, and once again, HP sucks, and I hope they will be one of company go bankrupt during this time of recession.

# posted by

Anonymous : December 16, 2008 4:12 PM

I wish I had read this before I ordered my laptop. I really needed to have it on time since my parents were going back to my country and couldnt wait for long. After a few weeks of waiting it finally arrived but the adapter was missing!!!
I call them so many times and after waiting for an hour an Indian man or lady would answer and pass me to another person. Since I couldn't make them send one for me in a short time I need to but it separately!!! It is ridiculous that I paid 1000 dollars and have to suffer so much.

# posted by

Esfandiar : December 23, 2008 12:01 AM

WOW I thought in this day and age with the economy big companies would actually care about making their cusotmers happy. Was I wrong!
Kathy Walker was the 3rd person, case manager that did absoultly NOTHING to help. I got a laptop for xmas and took it out of sealed package and it had 3 3 inch scrathes on my screen. I wanted it replaced as it came that way. NOTHING doing because I purchased from a retailer...I need to deal with them. fine. returning and will spend the $ on a Dell.
Horrible customer service Kathy Walker!

# posted by

gitasan : December 26, 2008 7:44 AM

We bought a HP Plasma HD TV in Feb. of 2007 that had not worked properly. They refused to send a repair person until we did all sorts of trouble shoots that did not work. 1/9/2009 they are finally willing to send someone to fix it but it will cost a flat fee of $629. We have email records etc that this has not worked since we got it. Now they are saying it is out of warranty and will not cover it. All along they said it would be covered under warranty until it was fixed. They are liars and cheats.

# posted by

Anonymous : January 9, 2009 6:23 AM

What a relief this blog is. Thank you people. Here is my 'delightful' experience of dealing with HP technical support. Next time I'll speak to hp customer service people I'm afraid I'll get heart attack. Besides knowing nothing about their product they know nothing about being nice, polite, and sympathetic. To my greatest regret I purchased 2 pcs from HP: Officejet All-in-One and laptop recently. It was a nightmare first time, and today I don't have even words. I spent 3 hours on the phone with these people, spoke to 7 different representatives, was being transferred from one department to another before finally my problem was resolved. They also lie. Whenever I tried to get a supervisor on the phone I was told they didn't have one. However, when someone all of a sudden happened to be knowledgeable about my issue and I was on seven heaven and praised his work, he asked me to tell his supervisor about my good experience with hp. I understand I was lucky, because I had time and didn't give up. But who nowadays has all this time to spend just for one small question on connecting your laptop to the printer, which is already connected to the desktop. Is it a rocket science question? Besides the heavy accent, these people are mean, rude, unprofessional, and also lack the knowledge about their product and how to deliver customer service to a client.
For everybody who intends to buy HP product: THINK TWICE. You even do not get from them a follow-up e-mail.

# posted by

Anonymous : January 16, 2009 7:06 PM

It took a year to get my refund. One time I called I was transferred 7 times before getting an answer. And the answer I got was not satisfactory. The printer I was tryig ot exchange should have been recalled. THey made me pay to get my replacement printer shipped and the replacement printer had the same poor quality photos. They didn't believe me until I scanned and uploaded the printed photos, after 10 months of phone calls. HP has the absolute worst customer service I have ever experienced; even worse than Dell.

# posted by

Anonymous : January 20, 2009 6:31 PM

HP SUCKS!!! I have spent over 12 hours on the phone with over 15 different reps. They kept transferring me, and they made me pay for shipping. The Deskjet D4260 printer I bought was a lemob, ad the replacement printer was a lemon too. They didn't believe me and kept telling me I should buy a more expensive printer. They don't know anything about their products and you can't even understand what they're saying half the time because of the strong Indian accents. I really hate HP. I will never buy another product of theirs.

# posted by

Anonymous : January 20, 2009 6:40 PM

I purchased an HP Slimline Pavilion, HP 22" HDMI monitor, and HD AIO printer/fax/scanner. I spent 10 hours on three consecutive nights talking to three different techs in India. NONE were able to get the 7590 AIO installed. One tried to sell me on-site service which would not have have come out to install the printer. Most recently I bought HP Lightscribe media. I cannot write video data to the HP media. My printer worked fine for six months when connected to a Dell. I have used 4 Mini Maxtors on Dell computers. Installation of one on the HP destroyed the boot sequence and took another two hours to repair. Moral of the story? Boycott HP, buy Dell. Use American tech support.

# posted by

Robert : January 20, 2009 9:17 PM

I bought HP Officejet Pro L7580 on March 22, 2008 from Staples. I have problems with its defective output tray which does not anchor securely into input tray and falls on the floor when output paper comes into it. Since that time, I have talked with more than TWENTY incompetent HP customer service people with fake names,strange hard to understand poor conversational english, totally incompetent and LIARS. Each one of them passes the buck to next person, promising me that some one will call me to resolve it. No one ever called me back or contacted me, in last 9 months to resolve this problem. I have gone through this cycle many times with these incompetent liars from some service call center in some lazy country in Asia. THEY ARE ALL LIARS,INCOMPETENT AND NOT WORTH TO BE ON CONTRACT PAYROLL OF HP!!! I will never buy or advice any one else to buy HP product ever!!!!

# posted by

NBATMAN : January 22, 2009 11:53 AM

I have contacted HP several times by phone and email and nobody did ever gave me a solution. Windows Vista Home Premium --preloaded with my pavillion sg3420la--updated itself and that update damaged and erased the recovery partition. The pavillion was recently bought, december 13, 2008, I'm in Venezuela. I never believed I was going to get such bad customer service from HP. HP told me since my pc is under warranty and its valid they would send me the recovery disks at no cost. UPS was supposed to send the disks. I'm waiting for the disks since january 11. UPS leaved a message on my answering machine with a female voice that can't be understanded. She gave me a phone number and it's unclear what is the phone number. I tried to listen to it over 20 times with no avail. UPS doesn't answer the phones. There aren't any email addresses in the website for my country. Nobody seems to be there. How come it's possible that nobody is on UPS at 10 am or 3 pm? It seems UPS it's making fun of people and it's disrespectful. The tracking number z5552401 it's incorrect and I allways get a "not available" message on the UPS website. I'm really dissapointed and upset. I'm no longer waiting for the disk. I will never make a purchase from HP again, unless they give me a free printer or any other gift.

# posted by

Anonymous : January 22, 2009 7:58 PM

Those stupid Indians in India got on my computer and fucked it up, wasted 9 hrs of my week, erasing programs etc. Never let them on your computer, now I have to pay 85 an hr to recover all my stuff!!! IDIOTS is right!!!!

# posted by

Anonymous : January 26, 2009 8:13 AM

Audio went out on my laptop, still under warranty. It is going to take, according to HP, nearly one entire month to repair it. An Indian lady called and left me a phone message telling me she was sorry about the delay. That's about all I could understand of her message through the incredibly thick Indian accent. My family and I replayed the message numerous times trying to guess at what she said. Bottom line: very, very bad customer service. Way too slow, and I'd really appreciate communications I can actually understand.

# posted by

Anonymous : February 3, 2009 8:55 AM

Hehe. Everyone here is right, my cousin also had same problem with HP, he had a laptop he bought used but STILL under warranty and his power supply went out on him, he colled custumer support and they kept him on the phone for a while then when he finally got to talk to somone they told him they couldent replace it and since his laptop could only use specific types of power supply he had to buy the one from hp online wich was around 200$, he looked online and found a powersupply for his laptop at the very low price of 45$ and he did so while on phone with customer support, told the lady what he had done and was told " you cannot buy a product for an HP notebook via third party websites that is illegal"....last i check nothing illagal about waisting money, he later hung up with her and went on site to post complaints in the opinions of the different items and they quickly deleted all his posts and blocked his IP....HP is quick on what helps them but not so much on what helps the peopel that keep theyre business going. I on the other hand bought an Acer notebook and had couple problems with it they sent me the boot discs to ficx problems but unfortunately something shortened inside so i had to ship it back and they fix it at no charge and were very helpfull unlike HP

# posted by

Anonymous : February 4, 2009 10:04 PM

this is the first time i have dealt with hp and will be the last time. I bought a officejet pro that will not scan correctly. spent 2 hrs using the chat help got no where did every thing that was asked no matter how stupid such as clean the copy glass. spent another 4 hrs on the phone trying to understand what was being said but wouldn't you know it they don't speak english.tried to call customer service they kept tranfering me to india. the problem still persists. this is the last hp product i will buy.

# posted by

David Hurley : February 11, 2009 12:30 PM

The Indians from Bangladesh fucked up my system. They charged me for a system restore disc even though I had a 3 yr warranty. I wrote HP to tell them that if they insist on outsourcing tech support and costing American jobs that they should at least outsource to competent people. Those packies took every opportunity to pass the buck and to blame whatever they could on factors outside their onus of responsibility. Fucking Morons. Don't buy HP unless you want to support a company that fucks the US of A up the ass.

# posted by

Anonymous : February 17, 2009 6:15 AM

I spoke with somebody from HP customer service and the quality of service sucks. They were not able to fix my problem and yet they had the nerve to be blaming the fault on me. They better watch what they're saying to their customers because they don't know anything about us.

# posted by

Anonymous : April 8, 2009 11:15 PM

I just recently called HP because my charger for my laptop got messed up and the guy i spoke with was just annoying and seemed like he did not know what he was doing. He barely spoke any english which resulted in him getting my address completely wrong. somehow he got Salton Pt out of Falcon Ct. No clue how, but he did. So I called them a second time informing them that my address is wrong and they said that they would correct it. I went through that entire process just to get off the phone with them seeing that received a second email from them which still had Salton pt as my address instead of Falcon Ct. I call a third time just for the guy to tell me that it can take up to a full day for the delivery company to receive the change of address. So I am waiting until tomorrow to see if i receive my charger in the mail but if i do not I am surely calling hp and having them direct me right to a manager to get this whole mess resolved.

# posted by

Anonymous : May 10, 2009 8:30 PM

I wish I had found this Blog before buying HP laptop - Waiting 2 months now for a call because BD ROM is broken - they have agreed it is broken and have allocated the ticket to a team in the USA who cannot ship or reallocate the ticket to any one that can. Despite repeated requests they are also unable to supply me with any escallation contact information - maybe thats because they would be sacked for not even attempting to answer questions raised in e-mails. I do not know any other company who's first line will not provide escallation information. Service/Response is the worst I have experienced for anything. I have one reccommendation - Never buy HP products.

# posted by

Anonymous : May 14, 2009 4:00 AM

I agree with all of those who say that HP Customer care services leave a LOT to be desired.Once you bought your product, go get help from Toshiba, HP will not be there for you.

# posted by

Adriana : June 9, 2009 1:57 PM

I too have just had a very bad experience with HP Customer Care (HPCC) and it appears that my bad experience isn't over yet. I bought my computer and printer on Dec. 24. 2008. Five and a half months later, my hard drive quit. I called HPCC in India who assured me repeatedly their tech reps would be able to back up all my information for $53.99 and either fix the hard drive or replace it. The HPCC rep was extremely difficult to understand and rude. I explained my hesitancy on mailing it at which time I was very rudely and condescendingly informed, "We are HP. We will not lose your information and I guarantee we will be able to back up your information. We are a very reputable company." I received the box to ship my computer to the address given but though I was told a shipping lable for Fedex would be included so as not to cost me anything, it wasn't. It took another week for it to arrive. Mind you, I work from home via my computer and informed the HPCC rep of same. About a week later I received a call from the tech rep who said they could not back up my information. I asked him to send it back to me which he did, overnight express. Funny thing is, a friend who knows a bit about computers but is in no way an expert, was able to back up my information. It took two calls within another 2 weeks to have them delete the $53.99 charge from my bank account. I finally received my computer back with a new hard drive but when I went to download my printer and Corel cd's, I was unable as HP had broken the mechanism that is associated with opening the cd drives. I called HPCC & this time spoke with someone in the Phillipines who was exceedingly rude and very unhelpful. I got absolutely no where with her and had to call back, this time getting someone again in India where again I got no where except to finally extract, after having to get really upset with the "manager" Mike, who reluctantly gave me the number for the corporate office. I called the corporate office the next day and explained my situation. I asked the HPCC rep if I could just have sent to me another tower so I wouldn't have to have mine pieced back together as that wasn't what I paid for. She explained to me it couldn't be done and that they would send me the piece I need and she would have an independent contractor in my area contact me to repair my computer. When I asked if this person worked weekends, I was snottily told that the contractors don't work weekends. I then asked how someone such as me who works Mon-Fri till 730pm was supposed to have this situation remedied. She had no answer. I had her send the piece and upon receiving it and opening the box, had to laugh or else I would have screamed. The woman sent me ANOTHER HARD DRIVE - not even close to what I repeatedly explained to her that which I needed. I actually have the contractor coming over today _ Sunday - (shows how little HP knows) and we will see what happens. Since this situation first started, I have convinced six friends looking for a new computer to buy anything but the HP brand based solely on their horrible impression of customer care. I will continue to inform others about the lack of concern or care that HP displays to its consumers by word of mouth, by blogging, by twittering, by whatever means available to me. I for one am sick of big companies not caring about anything their customers endure, only about taking our money. I have even gone into stores and hung around the computer area and when someone acts interested in an HP product, I start talking to a friend who is with me about how crappy their customer care really is and happily, I have seen people instead buy another brand. Yes, I have more important things to do with my time, but right now, this is what I feel is the right thing to do to help others not be taken advantage of by HP.

# posted by

julie : July 12, 2009 11:48 AM

I bought an HP laptop in August of last year. In early July of 2009 the screen developed a problem (the right side was just lines). I spent close to two hours speaking with two Indian Tech Support guys (there's a laugh)before being transferred to Jason, an American. Jason sent me a box to send the machine to the repair center in TN. About a week later Jason called up to say the warranty did not cover the screen and to have it fixed would cost over $400.00. I told him to send it back.

Today, I returned the machine to where I bought it. I don't want to say where in case I get the guy in trouble. Bottom line I got a FULL refund and am now the proud owner of a Dell Inspiron with a 4 (count um) four year warrant. Adios HP. Never again.

# posted by

Anonymous : July 28, 2009 8:55 AM

Does anyone else think that they are just screwing with you? My HP experience has been like many on this blog - the most frustrating, mind numbing, unconscienable piece of horse crap that I've ever seen for a "customer service" organization. No one gives one crap if your issue is resolved. So get this... after an unsuccesful encounter with HP in India in resolving my blank screen (imagine that!) and fixing the computer myself - I called HP to cancel an installation of a new motherboard that they were sending to my house. No problem, they said - thanks for calling and canceling and letting us know that you resolved the issue yourself. Guess what? They sent a technician anyway - my babysitter let him in the house and he proceeded to install the new motherboard!! Well, now - I have no sounds on the computer at all. The technician left me a note and a spare part saying he just unilaterally decided to leave my graphics card out. Are you kidding me??? The slip of paper contains no phone number, no information or any way to get in contact with the person they sent into my home to screw up my computer. So, back for another fun round of who will we talk to today at HP. Now it is "Mike" - I see that name a lot on this board - they must really like to use that name. He assure me he will contact dispatch and have them call me. Two weeks later, no call. So I call again today - new guy - he says - "Well the notes say that Mike called dispatch and told dispatch to call you but it doesn't say that dispatch SAID they were going to call you." So it is up to me again to try to get this resolved and now they told me just to call dispatch directly! Seriously, no one in that company gives one crap about the customer.

I have another issue with them too - when they sold me the computer they sold me two different competing warranties on the computer and now refuse to give me a refund for one of the warranties. First, they tried to deny that two warranties even existed - but I have the packing list to prove it. Now, they've asked me to provide a canceled check to prove that I paid for it! I think the Attorney General for California should know about these business practices because this is just down right fraudulent now.

Sent an email to Mark Hurd as well - never HURD a thing back from him either. What a waste of a CEO.

PLEASE, for your own sanity, never buy an HP product. I hope this company dies a slow, painful death for everything they have put their customers through. They purposely set up their system so that you will get frustrated and hang up on them. They love it! They laugh at you. One guy "Raj" called me an idiot - he thought be pressed the mute button but didn't - I heard him. You have got to be on drugs to accept a position at that company.

# posted by

Anonymous : August 3, 2009 11:25 AM

I have tried to get a stylus for my HP tablet for THREE MONTHS! I now have in my hand FOUR wrong parts and finally today ONE correct part. The customer serivce at HP is absoutely, without question, undeniably the worst on-line and/or phone support i have EVER experienced. I will never ever buy another HP product in my life, and i will tell everyone else i advise to do the same. Truly, i can not imanine how they can stay in business.

# posted by

Anonymous : August 3, 2009 12:45 PM

If you are having a problem with HP and want to talk to someone in English phone one of these numbers.
USA 1-877-917-4380 Ext 08
Canada 1-877-917-4380 Ext 81
Please don't abuse these numbers if you do they will change them. I got free stuff because of the hassle I had with people who don't grasp the English language. Please don't call for stupid things like a printer without a cable, printers don't come with cables (read the box) HP has the worst customer service ever!!! so use these phone numbers if you don't get help the first time. P.S. you have to be polite with these people and they will want to help you.(well that is what worked for me)

# posted by

Anonymous : September 8, 2009 1:39 PM

HP customer service is really a joke! Bought a notebook this July and the screen shows a line early August. Was put on hold for over 20 min with nobody pick up the phone. Chatted with 4 specialist online and they finally sent me a box to ship the notebook back for service. There is no address label in the box to ship the notebook back. Though the warranty says they "incur all repair, logistics, and insurance cost in this process", they now telling me that I have to pay for the shipping. I am afraid that once I ship the notebook, they will say the screen is not covered. Really curious how they could still stay in business.

# posted by

Anonymous : September 10, 2009 9:24 PM

HP has yet to resolve my issue. Imagine that. They first sent me back to the supervisor who berated me for contacting the main office as opposed to calling her back. I refused to speak with her again. Then they gave me a supervisor who was only available during my work hours, which they knew because I had informed them when I would be available to resolve this problem. Then they said they would put me in touch with someone who was available in the evenings or on the weekends. That was well over a month ago. I'm dumping this piece of crap that HP calls a computer and will never buy their product again. The best way to get back at HP for their lack of care about me as a consumer is to visit stores that sell their computers and when I see someone really interested in one of their products, I tell them about my nightmare experience with HP and I then give them a link to this site. I've seen many walk out having purchased another brand instead. Love it!!

# posted by

julie : September 11, 2009 7:17 AM

It amazes me that after looking for a way to get my complaint out there about HP and their customer service that complaints are out there from years ago. Obviously HP doesn't care since nothing has changed. I too was going to "got to the top" by informing the CEO but that too has been done. Obviously crap really does flow down hill, all the way from the top! Don't even try to get to a manager or supervisor because they won't help any more than the "robots" (from India) they call customer service representatives. The only thing we as the consumers can do is to quit purchasing their product which I intend to do and will try to convince everyone I come into contact with to do. Maybe when their sale decline enought they will wake up and change their policies.....So upset with HP I could go postal!

# posted by

terri54 : October 18, 2009 9:45 AM

Take the time to contact the BBB (Better Business Bureau) and Attorney General in your state.
Document and record!!!!

# posted by

Anonymous : October 25, 2009 8:45 AM

No one will know not to buy HP unless we verbally tell them. How bout a bumper sticker directing them to this site. Maybe the sticker will spark their curiosity?

# posted by

Anonymous : October 25, 2009 9:14 AM

i like the bumper sticker idea.........i also go to bigger computer stores and spend a couple hours in them telling people who are looking at HP products about my lack of customer service experiences and how the company refused to stand by their product even after only owning it 7 months.....i've been told by several that my experiences made them buy another product instead...so in my own small way i am impacting their sales and that makes me very happy!

# posted by

julie : October 25, 2009 9:21 AM

This is to everyone who owns a TX Series notebook with the GPU issue.

HP is not going to do a recall of this model unless we can generate negative publicity about the matter. I know this may seem somewhat futile, but i urge everyone who has issues with this model to do the following:

1. Write a letter to HP about this issue, and send some forum postings of other customers having the same issue along with the letter. Request that HP do a recall of the entire TX series. They may offer to fix your laptop, but please turn them down as request that they do a recall of the entire TX series.

2. The most important part. Send a copy of your letter to each of the major television network, asking that their investigative team take a look at this issue. Please send your letter to the major networks to stations located in the New York, Chicago, and Los Angeles. I would be great if everyone sent a letter to all the major networks in all three cities.

3. This ties in to step 2. Send all letters within a 15 to 21 day period. If we can get 500 letters to one network, i am certain that this story would make the news, and shed enough negative light on HP that they may be forced to do a recall.

4. Copy this post to every Forum that you know has posts about this issue. I will take it upon myself to copy this to as many posts as i can, but it does not hurt to have duplicates.

# posted by

Anonymous : October 27, 2009 10:47 AM

HP Customer Service is the worst. I won't go into detail, it will take to long, but after 8 phone calls, promises of call backs (which did not happen)and being on hold anywhere from 30 minutes to 1 & 1/2 hours and no resolutions, we will no longer buy anything HP. This is the first time we have ever had to call them. We have bought HP products for over 15 years and they ruined it with their horrible customer service.

# posted by

Anonymous : November 25, 2009 9:03 AM

I have bought my last HP product. My 2 month old Pavilion hard drive just crashed. No way to recover as there is no supplied OS disks, and after numerous calls to support and service either to be put on hold or have to speak to someone in India who cannot be understood, I sit with a computer that can't be used! It's sad to see a company become so thoughtless to long time customers and maybe there needs to be a group law suit against HP?

# posted by

Anonymous : November 27, 2009 5:41 PM

Just had a laserjet malfunction one month out of warranty. Bought new one and it came without USB cord. Simple solution IF you could get a hold of anyone at HP. For a tech company they sure are behind the curve. This $800 printer is going back due to poor customer service on a $4 cord that was missing and I could not get help to correct it.

# posted by

Anonymous : December 16, 2009 3:17 PM

I bought a printer with a 1 year warranty on 12/13/08. It jammed on 12/10/09,and I used the on-line chat to troubleshoot. It took so long I had to cut it short and continue it 12/13/09. On that date, an HP person told me in the chat that it was a hardware problem, and I would be sent a replacement printer w/o charge. I saved both chat logs. Next thing you know, I am being told I am 142 days out of warranty, and that guy was wrong, now you need to send proof of purchase, etc. This went around and around for 21 days. I must have spent about 20+ hours on the phone, faxing, e-mailing, on chat, etc. Nope, you're out of warranty. Oops, sorry, we'll ship in 24 hours. Nope, we didn't get that proof of purchase. Please send it again. You order is pending. No, its' canceled. I gave my credit card number 3 times (in case they ship a replacement and you don't ship the defective one back). The last straw was after I e-mailed and faxed them the chat logs and the receipts, they told me (21 days later) that you first called 12/10, no we meant 12/13, no we meant 12/14, and sorry you're out of warranty because you called after the warranty expired. Nothing we can do, no one you can talk to. Only the POP Team can change your out of warranty status, and no, there is no direct phone number for the POP team. These people lied, changed their story 20 times, and kept me hanging for 21 days. The WORST customer support I have ever experienced. HORRIBLE. I will never buy another HP printer again.

# posted by

Anonymous : January 2, 2010 7:05 PM

HP Customer Service

Thursday, February 7, 2008

HP Customer Service is Horrible

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