Hewlett-Packard Company

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Hewlett Packard Company Support Ph# 1800 474-6836
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

DIFFERENT LOCATIONS -- Dear Sir or Dear Madam,

I want to inform you about a terrible experience I've just had with Tech Support Ph# 1800 474-6836 in the Control Panel (System icon) information based in my current Hewlett Packard desktop Computer.
First of all I have been a Hewlett Packard buyer for the past (3) computers, buying one every 6 to 8 years and had plan to continue doing so. As I have purchased my first model in the year 1994 which I don't have the information on hand but the last (2) the model HP Pavilion 6645C SYS # D9948A SER # KR01326688 purchased in late 2000 and my current HP model # M9340F SER # CNX822119T Prod # KQ497AA-ABA purchased in 2008, HP Photosmart C4480 and previous Printers, Router and Ink Cartridges! (My info's in your base)
Last Thursday Jan 2, I was having computer problems pretty sure it was a Virus and I had attempted earlier for Techies Tech support to fix it first for a (1) time fixing for $59.95. They debited my credit card and proceeded by taking my Computer over by remote for 3 or 4 separate attempts spending much time on it from grade (1) through (3) in experience. I am Computer savvy myself and told them basically what I had tried everything from Safe Mode procedure elimination through Putting my Computer back in an earlier time through Cache, Cookies through downloading different Virus Tryout Programs. They could not eliminate what I believe is a Virus on my Computer & after the fourth try, they proceeded to credit back my card and advised me to contact the Manufacturer of my Computer thinking maybe they might know because of being the maker of it. I did not want to do a total System Recovery which I have done so in the past more than once when applicable because usually even though you backup your files usually you end up losing something you wish you had back.
So Last Thursday Jan 2, I called the HP above phone number and talked to a (Steven) I told him the problems that I was having and that I had Techies Tech support work on it and that they had problems and could not fix it. He just about guaranteed me that they could fix it and agreed for a onetime fee of $59.95.
Sounding extremely confident that the Hp Tech Support system could do so. He said he had heard of this problem and they fix them regularly. He just reiterated and continued to repeat again and again verbally that they can fix this. I proceeded to give him my card number and he told me to stay on the line as he hooked me up to a Tech specialist name (Tim). Tim proceeded to spin about 45 minutes to an hour trying to take my computer over by remote. I told him the Techies Tech support remote log in remote procedure was (logmein.com) but he said their software is different and continued to be unsuccessful. He told me he would have to call me the following morning because he couldn't figure out how to take it by remote; he said the next grade of Tech Support would be able to do it. I wanted them to continue because it says there in the Control Panel Icon information Open for 24/7 & 7 days a week. I said fine call me at 8:00 am the next morning Friday. The next morning a Tech support name (Jeff) called. I told Jeff basically the same thing I had told Tim and earlier of course told Techies Tech what I had tried. Jeff told me he did not see what else could be done. And he proceeded to try to hook up remotely trying his software but failed to connect. He then decided to put the Computer back in time but I told him that I had done this at least a half a dozen times much earlier through my learned knowledge & experience. After he coached me to do this and it finished; there was no progress of fixation at all. As he had left in the middle of the procedure and he did not return the call. As I waited for Jeff to call back, I decided to call Billing or Customer service and Talked to someone name (Michael Alba). I told him who I was and what had been done so far and told him I thought I would ask for a refund because it appeared nothing was going to be done.

Mr. Alba ID MA100569 told me he could not give me a refund because that they had spent a considerable amount of time with me on my computer. I was absolutely outraged at how he came to that conclusion as neither Tim or Jeff hadn't not only fixed my computer; they never even taken my computer over remotely and made an attempt at fixing it in the either case!!!

We argued back and forth and came to an agreement to let his highest grade Tech Support he said which I believe is grade (3) call me to give it one last try and call me that afternoon and maybe we could work something out he said if they were unsuccessful. I said fine.
An (Alex) called me later that afternoon. He was no better than the other 2 as he tried to connect remotely but could not do so. I explained to Jeff earlier the many things that I I had attempted earlier in fixing it and he told me "He did not see what else could be done"!
Alex returned me to billing or Customer service and a person by the name of (Damien) answered with authority. He proceeded to tell me the same that he could not give me a refund because of the (3) separate tech guys that spent time on the phone. All they did was ask questions, such as what was wrong with my Computer and attempt to connect by remote going through different procedures unsuccessfully and never did! I believe the Virus won out and I have to do a System Recovery with Disks.

I checked my Bank statements immediately and it looks like they charged me twice on (2) separate charges which is even more outrageous!!!
I called my bank and disputed the charges and now we will see what the overall outcome will be. I was planning on buying another HP Desktop in 2014
I have never experienced such outrageousness by a major Computer operation in my lifetime!
And If I don't hear back from your office about your policies and your procedures changing from instances like this, because if you Google "HP complaints" and see similarities like my story and your Customer relations on Printers/PC's/ laptops etc. There's a good chance you won't see me buying another HP product again! And of course I will alert Family and Friends, Etc.

     
Replies
Getting through HP support
By -

After reading so many complaints over issues with HP service, I wanted to add some information that people may find helpful when calling HP support.

  1. First. HP's US support is outsourced to India. If you call support, you will get someone who likely doesn't speak English. Or at least, not very well. This is the primary cause of frustration - trying to get a message across to someone who doesn't speak the same language.

Canada's support, on the other hand, is in CANADA. Canadians speak English every bit as well as you do. And they have those cute accents as well! When you call through for support, keep saying "agent" to the automated system, then ask to be transferred to Canadian support. Be patient. It may take 4 or 5 transfers. Keep asking for Canadian support. Once you get to Canada, they can assist you in troubleshooting, and can set up many types of repair or parts dispatch. The systems are different, so they can't do everything the US team can, but at least they can explain it in a way that makes sense to both of you.

Keep in mind, though, you should use this as a last resort. If everyone who calls demands someone in Canada, HP will change the system so that it's no longer possible to get there. Don't call and demand Canada to order a set of recovery disks - the people in India can handle that just fine. But if it's complicated troubleshooting you need, it might be worthwhile to try it.

Before you ask, NO, there is no direct number to Canada. You have to call the US line and ask for Canada. No other way around it... unless you can call from a Canadian-registered phone, with a Canadian area code (Skype?).

  1. If you don't like that support is in India, as 99.9% of us don't, don't take it out on your tech. Those in India will get very defensive, and those in Canada or the US (I don't think there actually are any in the US, though) are just plain sick of hearing it.

They have no control over it. If you want to fight for change, the tech is the wrong person to voice your opinion to.

Go to this website:
http://www.hp.com/hpinfo/execteam/email/hurd/index.html

and send a message to the corporate team. They have the power to make the changes. If you tell them you refuse to buy an HP product until they provide support in the US (or Canada, or another English-first-language country), eventually, they'll have to start listening. One or two won't make a difference. Thousands will. It's all about the bottom line. Right now they save immense amounts of money by having support in India. If they start to lose an equal amount of money in lost customers, they'll be forced to reconsider that business decision.

  1. Whatever you do, don't threaten to go buy a Dell because you are fed up with support in India. That is where their support is as well, and your threat will not be taken seriously. If you want to threaten to buy from another company, do some research and find out what company provides support from the US.
    Dell and HP are about tied in market share (HP just recently pulled ahead of Dell). Dell has 58% of overall consumer complains against them; HP has 5%. So threatening to buy a Dell because you are unsatisfied with HP's support is really just a joke. Read more about that here:

http://www.consumeraffairs.com/computers/computer_complaints.html

Telling the agent what kind of support you would get if you called another company also won't help. First, the information you are providing is probably untrue. No one is going to come to your house and do onsite repair for a $50 printer, I don't care who you bought it from. Second, HP doesn't base their support on what others provide. Their support is based on what is economically feasible to provide for the cost of the product that you own.

  1. Another good tip for navigating the tech support hurdle (not just HP, any support), is don't call when you're mad.

I know what you're thinking. You weren't mad until you called.

I agree, it's frustrating. Keep in mind, though, these techs have heard it all. Legal threats, death threats, threats on their job etc. They have built up a wall against anger, and when you call and take out your frustration on them, they close up. They'll get defensive. Yelling at the tech, no matter how much better it makes you feel, will NOT get your issue resolved! Yes, the tech may be stupid and incompetent. But telling them that will not make them want to help you! Save the frustration for when you get off the phone.

All big companies have a lot of red tape. There are always stupid, pointless hoops to jump through. The techs are there to help you through them.
No one said the system was great.
But if you are aggressive and angry with the techs, they'll be less likely to give you the information you need. They won't feel like helping you, and you'll get even worse support. This goes for Case Managers as well - maybe even more so!

So the big question here is... what DOES work?
When you call, be as genuinely nice as you possibly can.

A customer once called HP support. When asked "How can I help you?" He said "I'd like to speak to a representative from HP's award winning 24/7 technical support, please!" and he said it with a smile in his voice.

His issue was minor. It was out of scope. He was out of warranty. He wasn't covered.

He got free help anyway.

It won't always work, but it's a lot more likely to get you some decent assistance than "Get me a d*mn supervisor!"

  1. READ YOUR WARRANTY. Most of the complaints posted are genuine, but there are many more "unhappy customers" that are simply trying to get more than they are entitled to.

HP phone support helps with *problems* with the computer. They are not a basics computer class. Don't call them to ask them how to burn a DVD, they don't help with that. Take a beginner computer class or ask a friend for help, if you don't know what you are doing. When you buy a car, it's expected that you already know how to drive, or will go learn. The car manufacturer won't provide lessons on that - and neither do computer manufacturers.

Don't call with a heightened sense of entitlement. You think you should get a replacement. The warranty says otherwise. In this battle, the warranty wins. If it's a repair warranty, you are going to get a repair.
Read it and find out what you are entitled to, and what you are not. That way, you know what to expect, and you know if you are not getting what you are entitled to. If your warranty says one thing and the tech won't provide it, by all means, ask for a supervisor. But HP didn't become #1 in the industry by handing out new computers like candy.

  1. If your computer fails in the first few weeks.... take it back to the STORE! That is what return policies are for! Be proactive - buy from a store with a good return policy. 7 day exchange only, or final sale, can really come back to bite you.
    At Costco, for example, you can take back your computer for a full refund, no questions asked, for a full 6 MONTHS after the purchase date. Imagine all the hassle that could be avoided by shopping there. No repairs, no shipping, no lengthy waits on hold. Just a full refund or a brand new (usually better) computer.

On the "being proactive" topic - don't buy your system at Wal-Mart! Here's the inside scoop:
Walmart dictates the price of the PC to the manufacturer. They are the ONLY retailer with the power to do this. Their price is significantly less than what other companies (Future Shop, Staples, RadioShack etc) pay. The manufacturers (HP and Compaq included) build PC's just for Walmart. Those computer have similar model numbers to other retail PCs. But don't be fooled - they are not the same. WalMart PC's are built with low quality, budget parts. The parts are often refurbished. They are not the high quality PCs you would expect from HP... they might as well be Acers. You get what you pay for.

That's my 3 cents. Sorry if some of it came across with some animosity, it was not meant that way. These are real suggestions that in my experience, actually work.
If someone out there can get better support with any of these suggestions, or avoid getting really BAD support, it was well worth it.

     
Replies
HP makes customers do more work
By -

This is my e-mail I'm about to send to the Office of the President. (assuming it ever gets there since they blocked me from actually speaking to his office when I called).

It's really a shame that HP has turned into this type of company.

This e-mail is intended for the President - Paul Tsaparis

I have been buying HP products for years now & I'm SHOCKED as to how unorganized HP has become. I'm also shocked as to how much time I've had to waste every single time I call HP & how HP seems to like wasting customers' time by forcing them to provide serial numbers & model numbers each time they call. If it was the first time I could see the logic in this, but it's not, it's EACH TIME & the info is ALREADY in your system linked to my name & phone number.

Today I've wasted almost an hour of my time while I could have been working to build my company.

First I called customer service. When I had to jump through hoops again, I asked to speak to a manager. I was told I wouldn't be allowed if I didn't go get my heavy laptop & read off all the numbers again.

Then after hanging up I called Case Management & spoke to Trish who also refused to let me speak to a manager if I didn't waste my precious time by leaving my office to go all the way upstairs & get all this information that is ALREADY in your system. She gave me the 650-857-1501 number to supposedly speak to you, but of course that number got me nowhere.

Then I spoke to Sinchi who took down my previous case management number & put me on hold. The next thing I know, I get a Pam picking up the phone who had no clue what was going on & had no idea who was supposed to be handling me. AGAIN she asked me to repeat EVERYTHING. The pattern here is that HP is totally disorganized & doesn't respect a customer's time.

She transfers me to try & get Sinchi back & if memory serves me (who can remember what's going on when they speak to sooo many different people in a span of 20 minutes), Tina picked up the phone & then hung up on me.

Finally I called the Houston office where I was told I would not be allowed to be transferred to your office because I'm Canadian, that only case management handles Canadian issues. This is how Canadians are mistreated. One rule for Americans, another for Canadians & you are Canadian no less.

When I had a problem with customer service with Sony Canada, Sony US had NO problem speaking to me & getting the problem resolved within the hour.

Back to what happened to me...

At least the person I spoke to was kind enough to give me this e-mail address. We'll see if it actually leads to the Executive Offices & I speak to someone OTHER than case management who has failed to help me all because HP refuses to address my needs if I take a stand & refuse to waste unnecessary time by providing the same information that is already in your computer system.

I will be blogging about this entire experience because I feel other people who may consider becoming an HP customer should know that they will have their time wasted because HP has control issues & very disorganized. I'm sure your shareholders would also like to know this information.

Note: just from my quick search online, I can see that I'm not the only one who has had terrible problems with HP. There are TONS of other customers online who have been mistreated by HP.

All this because I called to get a UPS box sent to me so I could once again send back my laptop to get it fixed since now the mouse isn't working. I only purchased this laptop in August of 2009, have used it a total of maybe 10-15 times, & I've had nothing but problems with it since I brought it home.

Michelle

     
Replies
Who's to blame for my computer being offline? Microsoft, actually.
-

ETA: Link included at the end of this review

I just replaced my 11 year old Compaq Presario with a brand new Compaq Presario. I've had good luck with these girls, so I'm sticking with what works.

For a month, I have enjoyed the computer, with its pre-installed Windows 7 operating system. Christmas night, I shut it down, and the next day, I restarted it and couldn't get online. I am not computer stupid, and Win 7 puts everything up front for easy access, but I couldn't figure out the problem. I scheduled a visit from Time Warner, my carrier, and they came out the next morning. The young man worked on it for three hours to no avail. Strangely enough, he could get online with my modem with his computer (XP operating system), but not mine. I could also get on with my laptop, Vista system, but not my new one. His conclusion: it's my new computer.

I called HP. For three hours I was on the phone with, of course, an Indian man with a thick accent, but he only had to repeat himself for me a few times and he was really smart and patient. Together, we ran down every test, every scrap of anything he could think of to make sure my computer was working. Everything checked. Everything worked. His conclusion: it's Time Warner.

The computer was giving me a 651 error and telling me it wasn't recognizing my IP. The HP tech told me to have Time Warner reconfigure my modem.

I called TWC. They told me they didn't need to because it was my computer's fault and to call HP. I was so tired and frustrated I actually started to cry.

Eleven hours I spent calling back and forth, and to his credit, the tech from HP called me the next day to ask me to completely reinstall Win 7. I refused because I have three expensive programs that would have been wiped if I had done this, programs I couldn't put back on without buying an external hard drive.

I Googled the errors and found a lot of people having the same issues. HP and TWC were both right. It wasn't HP, it wasn't TWC. It's Win 7. I figured I would give Microsoft a call and they could help me.

What was irritating is that Microsoft will help you, if you have bought the Win 7 upgrade, but there is no free service for those of us who bought it pre-installed. They would have charged me $59 to answer a question, and I couldn't get to a phone number on their site unless I agreed to pay the $59. That sucks, Microsoft.

If you go to their site, there is a place to put a product key in for free service. There is a product key on my computer for my operating system, but the site wouldn't recognize it. I paid for the program with my computer, one month old, so I should get free service. With all of the bugs in Win 7, they should be bending over backwards to help people. I tried Googling a phone number and nothing would take me directly to Microsoft's help desk without cost to me.

Anyway, I went on Microsoft's forums. The answer was in the conversations people were having with one another, and as is, there are about four ways to fix my problem. You've got to love computer geeks. I fixed it.

Yesterday, I was in Kohl's having at some shopping, and the tech from HP called me again to inquire about my problem and I told him how I fixed it. He wrote everything down and his supervisor even got on the phone with me. I know people crab about HP service, but man, I got some seriously good service from these people.

Microsoft, I love your Win 7, but you need to accommodate your customers more broadly than you do. As is, I was going to update my Vista laptop by buying the Win 7, but I think I will keep my money.

I included all three of the companies I dealt within my title so that this could be searched for this particular problem and perhaps the person helped by what I found. My complaint, however, has to be focused on Microsoft.

The link that helped me: Pay attention to Krull Kitty and Kinetic Artist's posts, the step by step . Hers is the one that helped me! You will notice, however, there are more ways to fix my problem.

http://social.technet.microsoft.com/Forums/en-US/w7itpronetworking/thread/2c0af923-24bb-4de2-95a7-9a9d4f64a8b0

     
Replies
Eats Ink!
By -

Purchased in April 2007 (1 year ago) in Europe.
problem_description : The black ink cartridge ran out of ink very prematurely. I printed 2 small photos and 85 pages and it ran out in less than a week of purchasing the printer. If I had known it would use this much ink, I would have bought another printer. I would like a couple of new cartridges. Thank you. By the way, I tried to register through your software and had trouble. It would not connect to your server. I will try again now though.

HP's response:
Thank you for contacting HP Total Care.

This is Norah from HP All-in-One Technical Support Team and I am
replying in regard to your query relating to HP Photosmart C3180
All-in-One.

I gather from your email that our All-in-One ran out of ink very
prematurely.

I truly regret for the inconvenience caused.

The cartridge is running out prematurely because the HP Photosmart C3180
All-in-One ink cartridge capacity is ink only of 5ml.

I request you to buy a new cartridge.

From the link below you can find the HP local support center:

http://welcome.hp.com/country/us/en/wwcontact_us.html

Thank you for using HP Total Care and giving us an opportunity to serve
you. Its been pleasure assisting you today.

Sincerly,

Norah
HP Total care

My response:
I just bought a new cartridge; it cost the equivalent of $24! With an anticipated capacity of 210 pages as is stated on HP's website, that is over 12 cents per page and that is just for plain black and white print outs. That is very expensive! Are you saying that only the cartridge that came with the printer has a capacity of 5ml or that all model #336 cartridges have a capacity of 5ml?

HP's response:

Thank you for writing back.

Firstly, I regret for the delay in replying to your mail. Due to some
technical difficulties that have slowed down our response time
considerably. Most of the time we respond to emails within an hour or
less, depending on the complexity of the problem. We are sorry about any
inconvenience caused by this delay.

I really appreciate your efforts in resolving the issue.

However, the cartridge 336 model consists of 5 ml of ink volume and
capacity of 210 pages. The capacity of the pages are different If we
select the printing mode and quality mode. In case of fast draft mode the
output will be more pages. If the print quality is set to best mode then
pages will be less. All the HP 336 cartridges are similar to 5 ml.

If you have further questions, Please write to back to me with results
and I would be happy to assist you.

I look forward to assist you. Have a Nice time!!

Sincerely,

Reed
HP Total Care

My response:
Hi, I'm using the printer sparingly no thanks to your outrageously highly
priced low ink capacity of 5ml cartridges and the printer already says
that the ink is halfway. This is on the 'fast draft' setting by the way.
Until now, I have always had good experience with your printers in terms of
quality and longevity of the cartridges. Now, I spent the equivalent of
$24 for a new cartridge and looked up how long it will last on HP's website:
210 pages. This means that it'll cost me 12cents per page- outrageously
expensive! How does your company expect to fight against the secondary
market of ink refills? You shouldn't practically force good, brand
loyal customers like me to look into alternatives.

HP's response:
Thank you for writing back.

From your mail I understand that you are experiencing with the ink
related issue.

Sir, this issue could occur when the dry ink time is
decreased.

To correct this problem, increase the ink drying time in the print
properties.

In the software program being printed from, click File and then click
Print.

Select the option to open the print properties (usually Properties or
Setup).

Click the Features tab.

Click Advanced features.

Use the Drying Time slider to increase the amount of ink drying time,
then click OK. This will slow print speed.

http://h10025.www1.hp.com/ewfrf/wc/document?lc=en&cc=us&docname=bpu03021&product=240975&dlc=en&lang=en

NOTE: Clicking the link may give an error indicating it is invalid. If
this occurs, copy the portion of the address
on the remaining line(s) and paste it at the end of the
address showing in your browser until the complete address is displayed
in the Address box.

This is usually a paper related problem. Some papers do not accept ink
as well as others. This is especially true of transparency and some of
the less expensive photo papers. Perform the following steps to
determine or correct the problem:

1.Verify that the paper is an Inkjet rated paper. Paper designed for
laser printers and copiers can have a coating on them that does not
allow the ink to be absorbed correctly. Some store branded photo papers
may also not allow the ink to dry properly. Try printing on some
different paper from a different manufacturer.

2.Paper varies in weight. The weight of the paper will be marked on the
packaging. Heavier papers tend to work better than lighter papers.
Printing on plain paper that is 70 g/m2 (20 pounds) or less in Best mode
may put more ink on the page than the paper can absorb easily. Try
printing with a heavier paper or print in Normal mode.

3.Try changing the Paper Type setting to Plain/Inkjet and setting the
Print Quality setting to Normal, and then print again. If the ink still
will not dry, the paper is the problem.

4.Try a paper from a different manufacturer and see if different results
can be obtained.

Now check the functionality

If you have further questions, Please write to back to me with results
and I would be happy to assist you.

I look forward to assist you. Have a Nice time!!

Sincerely,

Reed
HP Total Care

1 year later:
HP's tips have been helpful BUT I still use this printer sparingly and it hasn't ceased to disappoint me in how much ink it eats just for regular black and white printouts! Buyer beware! HP used to have all of my respect but it's lost a lot w/ its price gouging on ink.

If you can get this printer cheap and can get cheap,generic ink cartridges, then I do recommend it to you. The scanning/copying options do make it worth it. Plus, there are memory card slots.

     
Replies
TERRIBLE CUSTOMER SERVICE FROM HEWLITT-PACKARD...BEWARE!!!!!
By -

LOS ANGELES, CALIFORNIA -- THIS LETTER WAS SENT TO THE PRESIDENT OF HP, MARK HURD

Mr. Hurd,
My reason in writing you this letter is out of much disappointment and, admittedly, outrage. I have never been treated as badly nor received such lack of help as I did by your "customer service" staff, regarding my Officejet 6210 All-In-One printer/copier/fax/scanner, etc.

I went through your website's technical support, which is free, I might note. But, to my great amazement, a technical company,such as your's, doesn't offer any help with Apple computers.

I, finally, called the company and was transferred to customomer service who asked for my credit card number. When I asked what for, I was told that due to the end of my warranty, I would have to pay a thirty dollar fee, in order to speak with someone.

Just the fact that you offer FREE tech support online for PC users, but not for Apple users, is unfair and excriminatory, in its own right.

If you are going to offer free online support, you should make it available to everyone, not just PC users. I find it extremely maddening that I could get the help I need in just a few
minutes, online, for FREE if I used a PC. But, because I use an Apple, I have to be punished and pay $30. Would you find that fair if it was your own issue, Mr. Hurd? I hardly believe that you would happily pay for a service that is free to others.

Furthermore, Mr. Hurd, if your company sells Apple-compatible products, you should also offer assistance to those people. We are paying customers too, sir. That fact should not be overlooked. Why is it, sir, that you don't offer online assistance for Mac users?

Also, you should have better customer service training available to your staff, and especially to their supervisors.
As I said, I truly and honestly have never spoken to such rude, inattentive, and unhelpful customer service representatives before.

Your company is not a small one Mr. Hurd. Being that you are
such a large, renown company, I expected top level customer service, as I would get from any of the billion dollar companies out there.

I assure you, I have never worked for any company, big or small, or shopped with a company, that didn't
take it VERY SERIOUSLY.

The first rule in customer service is that the words "no" and "cannot" are to be deleted from your vocabulary. Not under any circumstances, do not say those words - ever!!

I am UNHAPPY to say that between the 6 different customer service agents I was transferred between, and have spoken with for over a two and a half hours, your "customer service" staff AND supervisors, ONLY had those words to say to me. Over and over.

I am sure, Mr. Hurd, that you did not become president of such a giant company by telling people that you cannot help them, for everything they say.

No, less, your staff hardly listened to me because they were too busy insisting that they "couldn't help me or do anything for me". I couldn't get a word in edgewise, and I told them so, which I thought would resolve that particular issue. Which, it did not.

I also thought you might like to know that out of the six people who spoke with me two of them actually had the nerve to hang up on me, while another simply put me on hold and never returned. Two out of the three people I just mentioned, were "supervisors".

Apparently, neither the staff, nor the supervisors know your name or their own. I find it very offensive that when I asked to speak with the supervisor's higher up, the only response was that HE WAS the highest management available.

Mr. Hurd, I find it hard; no, I find it impossible to believe that in such a large company with so many employees working there, that the customer service supervisor (not even manager) is the highest level of management available to speak with.
When asked to be transferred to your extension, the only
response I got was that they cannot and they don't even know your name.

I, find it hard to believe that your own employees do not even know their employers name. I've known EVERY president for EVERY company I've ever worked for; even the presidents of the ice cream shop I worked for, at the age of 15!

Mr. Hurd would you return to an ice cream shop where the staff had treated you rudely and had given you an attitude? I certainly would never return to that shop, even though its only a $4 scoop of ice cream.

I'll tell you another thing, there is no lack of ice cream shops, nor technological companies that sell printers. I could easily go to another brand, as there are many, many others, to buy my printer.

In fact, I'm so offended at the lack of help I received and the rude way I was treated, that I am going to return my HP printer; as Costco takes anything back, anytime, and I'm going to exchange it for a different brand.

To make it all the more clear how uhappy I am at the kind of treatment I received from your staff, I have asked my father not to order the 28 new printers he is about to buy, for his company, from HP.

So, Mr. Hurd, does it seem worth it to you to rudely insist on not being able to wave the $30 dollar tech support fee, in exchange for the thousands of dollars and 4 loyal customers you have now lost?

I find it hard to believe that if the situation was posed to you, $30, compared to customer loyalty and thousands of dollars, that you would have hung up on me. Twice. I most certainly do not believe that you were offerred the position of president by making those types of foolish decisions.

I also want to let you know that two of the agents I spoke to, would not let me speak to a supervisor. Only after I insisted for at least 30 minutes, did the employee go talk to his supervisor, who "did not have time" to speak with me,
no matter how many times I insisted. That, most certainly, does
not speak much about your company. Even more adamantly, now, do I not believe that HE was the highest level of management available to resolve my issue. Not with the number of employees I can imagine you employ.

Whether you agree with my position on the fee or not, should absolutely not
deter you from understanding my point of view regarding your employees, and the level of customer service that your company provides.

I would rather pay an extra $100 dollars for the SAME EXACT product
from a different brand, than pay $30 to speak with someone on the phone at your offensive company!

Thank you for your time, Mr. Hurd.

Sincerely,

xxxxxxx

     
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Hewlett Packard Case Managers Treatment of Customers
By -

Email sent to HP:

As a result of an inquiry to the BBB Complaint ID: 16058061, I am still being harassed by your case managers. Please listen to the recorded calls for Dean 6:50 PM 1/19/2011 and Morris 2:18 PM 1/25/2011. If I am called on my cellular phone and incur charges for listening to your case managers harass me and cause me undue stress, I will be forced to seek help from someone to stop HP representatives from harassing me. I am at my wits end and do not know what to do. I asked Morris if he could research my problem and call me back and he said no. He forced me to stop working for 30 minutes so that I could sit on hold and listen to him type on a computer. There was no need for me to be on the phone. Your case managers did not respect me and treated my problems like garbage. What has to be done for HP executives to stop this unlawful treatment of customers with warranties to fix your G series laptops with hard drives that fail numerous times?!

This is the first submission to the Chamber of Commerce, Attorney General and BBB for your area:
Hewlett Packard
3000 Hanover St MS1247
Palo Alto, CA 94304-1112
Contact: Apotheker, Leo
Phone: (650) 857-1501
Edwards, Stacy

557 Sabal Lake Dr #203
Longwood, FL 32779
(330) 780-3530
sme7500@Hotmail.com

We are currently waiting for the company to respond to your complaint.

Complaint ID: 16058061
Complaint Classification:

Complaint Description - Posted 1/19/2011 10:59:14 AM

I purchased the HPG60-441US in 10/2009 from Staples in Casselberry, FL. HP had a promotion with Staples that when Windows 7 software became available, it would be sent to upgrade Vista systems for free. I contacted HP and was guaranteed that the system has the capability to be upgraded or Staples would not be able to offer the promotion. I purchased the computer and received the Windows 7 upgrade within 3 months of it being released. In August 2010, my computer began having diagnostic issues. I contacted HP and the technicians, after hours of troubleshooting, informed me that Windows 7 caused some diagnostic issues with the computer and I had to return the computer to HP to be repaired. HP returned my computer and said that it was good as new. Again, I attempted to add Windows 7 and could not. It caused diagnostic issues, again. I contacted HP, again, and was informed that since I had the computer for over a year, I could not have it replaced. I was livid. I told the representative that I have the same issue that I had when the computer was not one year old. HP was supposed to fix it and it did not. She promised to have a case manager view my issue but she did not know if my computer would qualify for replacement. I am upset that a company as large as HP would not recognize a computer that is a lemon and would force customers to keep a computer with an operating system that had to be reformulated because of issues (Vista). I feel HP has swindled me into purchasing a lemon.

Complaint Summary

I purchased a computer from HP that has a Vista operating system. The computer had to be returned to HP for repair. Now, the same issue has arisen.
Resolution Sought

I would like the computer replaced with another computer with the same quality with Windows 7. This computer does not have the capability to handle the Windows 7 upgrade. When I purchased the computer, I was guaranteed that it was compatible to be upgraded via HP and Staples. Each time I attempt to add Windows 7, within a few months, I have diagnostic issues. HP told me yesterday that I have had the computer for over a year and ignored that the problem happened before I had it for a year.

Additional Information
Date Problem First Occurred:
8/1/2010
Product or Service: HPG60-441US with Vista operating system.
Model Name or Number: HP G60-441US
Date Purchased: 10/1/2009
Order Number:
Amount In Dispute: $500.00

     
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WORKING WITH A HP CASE MANAGER & CUSTOMER RELATIONS IS A NIGHTMARE!
By -

PALO ALTO, CALIFORNIA -- I am extremely disappointed with HP and its practices when a customer needs service / replacement with defective devices. I spend countless hours / almost 30 days with your outsource company dealing with un trained, emotionless agents that just make my situation worse, when I finally reached a case manager it was no better as he tried to replacement a lesser value monitor than what I originally purchased.

I was never told until just recently that HP doesn't repair defective devices. . So instead I received a used and out of warranty monitor that was also defective. I have emails and voice mails from my case manager indicating that if I sent back the 2509 monitor, he would ship out the 3rd 2558 monitor, then two days later he changed his mind..

Purchased brand new Desktop & Monitor 2/17/2010.

Discovered monitor was defective, reported it and it took HP over 30 days to finally send out a replacement. I was told my monitor would be repaired instead,

Replacement that was sent was also defective and it was used and out of warranty. when I complained, I was sent a lesser value monitor without all of the features that I had purchased. I was then told my model is not made any longer, I was also told that HP could only send a refurbished unit. I was told they would send out another monitor like mine IF I returned the lesser value model, I said no problem, then HP changed their minds and demanded both monitors. I stated that I could not be without any monitor since when I sent my new monitor it took over 2 weeks to receive.

HP replaced my w2558hc monitor with a lesser value monitor 2509 that didn't have the features that I paid for.

I was originally told to send my monitor and that it would be repaired however I learned recently HP doesn't repair monitors. I was sent a used and out of warranty monitor. I have asked HP numerous times that they dropped the ball and I need the same model shipped to be and insure that its inspected and comes with a 1 yr warranty. I also offered to have an HP tech come to my house with a working unit and in return I will give to him the 2509 monitor along with the defective 2558hc.

All of my requests have been refused and HP demand both monitors be shipped back before they send out the true replacement Ms Carlisle threatened to send this matter to collections to get their monitor back. They refuse to OVERNIGHT the next replacement I was with no monitor for over two weeks in March when I sent out my brand new monitor to them (w2558hc). I never refused to send back the other 2509 monitor however HP still refuses to send another replacement until both monitors are returned. Carlisle keeps reciting that HP has met its obligations and have acted in good faith throughout the process, which couldn't be far from the reach truth. She also threatened me with sending this matter to collections as I was holding their 2509 monitor "HOSTAGE".

Here is what I'm asking for HP to do:

Insure to me that the replacement has been fully inspected.

Guarantee one year warranty. Replace a missing remote control that was inside my original monitor w2558hc and expedite shipping and stop threatening me and instead make right of their wrongs towards me. more than 3 months have gone by and still no resolution only on HP's terms. I have lost trust and concerned the next replacement will be defective and then they will do nothing after that.

HP said NO, I suggested they send out an HP tech with a unit that's been verified trouble free and in return I will give both monitors to him, I was denied again. HP isn't willing to accommodate any of my above requests.

I am hoping someone will take out the time and read this complaint but even more so, resolve this issue once and for all. This complaint has been forwarded to the BBB, FTC and the Attorney General's office and now I'm consulting with legal counsel for further recourse if this matter is not resolved.

Ms Carlisle (Consumer Relations) is the contact person for this case 650.857.1501

Does anyone have the resource or names of high executives within the HP Organization. Having a case manager and dealing customer relations is completely a waste of time, they only recite HP POLICY, and NO we can't to anything you ask of them!`

     
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Customer Service
By -

LAKE ZURICH, ILLINOIS -- This is a letter sent to HP concerning my complaint. Since that time I have been assigned to another Case Manager that refuses to make contact. I have sent numerous emails to the CEO Mr. Hurd and always promised a contact but still no responses. Appears HP just wants to string you along until total frustration set in and you quit. I would not recommend any HP products based on my ongoing customer service problems.

18 December 2009

Hewlett-Packard Company
3000 Hanover Street
Palo Alto, CA 94304-1185 USA
Corporate Complaint Department

An HP Mini 110 was purchased from Best Buy 14 October 2009. It stopped working within 4 days. Returned to Best Buy and they confirmed it was non-functioning. They did not have a replacement and suggested contacting HP directly. This time frame was when HP was changing over from XP models to Windows 7 and new models and Best Buy did not have any inventory for either model.

I discussed the situation with a Case Manager “J” and advised that I was departing to Asia for business and needed the Mini replacement before 9 November. Due to the model change over she could not get and guarantee that a replacement would arrive in time.

Case manager “J” and I discussed that my only option to get a working Mini before departing was to return to Best Buy, returning the non functioning unit and get and pay for an upgraded model and that she would send a replacement upon my return to the USA after December 1st.

I sent an email to Case manager December 1st advising my return and available to discuss replacement. I did not get a response so called the Case management line December 4th and was advised that Case manager “J” was no longer on this case as more than 30 days had elapsed and I would need to work with Case Manager “M”. He gave me a new Case number and claimed he would look into my complaint. I did not get a reply so called again December 11th for Mike. At that time he advised that no replacement would be available, as policy had changed since my initial contact with Case manager “J”.

I alluded to the email from Case manager “J” promising a replacement but Mike made all kinds of excuses as to why it could not be done. Conversation ended with his disconnect.

I expect HP to honor its commitment for the replacement documented in the email from “J”. I would not have paid for the second model from Best Buy if I thought HP would renege on its replacement offer. Rather I would have taken a refund and looked for a different manufacturer to meet my time deadline.

I currently own four HP printers and a fax machine and have purchased HP replacements when needed. HP has always responded with positive results when problems required a replacement, until this instance.

I am requesting a corporate review of my complaint and compliance to the commitment made by Case Manager “J”. Should a decision be made not to honor her commitment than I request an immediate refund and I will return to HP the Mini in my possession and allow me to purchase another more functioning brand.

     
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I can't believe how HP treats it's customers and I'm not the only one!!
By -

I decided to order a DV7 3020ea laptop from the HP website after having had a bad experience with a mainstream electronics retailer where I ended up getting a refund. I thought I would order directly from HP and maybe I would receive the best service, how wrong I was. Anyway I ordered the laptop on the 1st Nov, it wasn't in stock but on website it stated usually dispatched within 2 weeks. Got an email confirming the order, then got another email a few days later on the 4th Nov stating that the laptop should be in stock by the 5th and normally is dispatched within a couple of days. On the 6th I received another email informing me that the logistics dept were not able to get this item in stock due to complications and that they would have a better picture of when it will be in stock on the 10th. Got another email on the 9th stating that it will not be stock on the 10th and estimated date now is the 20th but I would be informed if in stock earlier. I happened to go onto their website the next day and saw that it was in stock, called them and they said it had come into stock that Tuesday morning and that it will be shipped out the same day. Received the laptop on Wednesday the 11th which was good. I opened the box took the laptop out, something didn't look right, the protective covering on the lid had loads of bubbles in plus there were dirt marks on the lid, it has the moonlight finish so these marks were very noticeable. Opened the lid some keys had a small amount of dirt on them, and screen looked OK however I hadn't switched it on yet. Took the battery out and lifted the laptop over to put the battery in. There were 3 deep scratches on the underside, I put the battery in and switched it on, the initial startup screen was black and that's when I noticed a dead pixel near the middle of the screen. Needless to say I wasn't happy, after paying £1000 for the laptop the condition was totally unacceptable. Called HP straight away who gave me a ref number and post sales said that they would contact logistics to arrange for a new laptop to be sent out and this one to be picked up, this would happen within "48 hours" of that call. I said OK packed up the laptop and resealed the box and package. The next day Thursady the courier came to pick it up, but no one from HP called me to let me know also there wasn't a replacement laptop. Anyhow I let them take it and I phoned HP who said that the girl that was dealing with it was on lunch and she will call me back, she didn't. She emailed me later that day telling me that she had already informed me that it would take 48 "working hours"
for logistics to contact her back, (from 48 hours to 48 working hours) my concern was that judging by their performance so far the laptop could get lost in their returns as the post sales representative had not arranged for the pickup. I replied to her email and she replied back saying that she had not arranged for the courier to take it back and they had made a mistake, so who did then I didn't!!
48 hours pass by and still no contact by them re a replacement so I rang again on late Friday afternoon, this time I was told that the warehouse had recorded the return but they still have not arranged for a replacement, even though it is in stock. I was getting pretty frustrated with the whole thing now and wanted to know the day I will get my new laptop. I was advised that the girl who was dealing with my order was going to email me letting me know. I got an email but she said that logistics would probably get back to her next week Monday or Tuesday, it was Friday. That was it for me, I emailed her to cancel the order and get a refund, no reply from her so I called HP and spoke to someone who said they will put the refund through the next Monday and it will take 5 days to be deposited back into my account. I'm quite worried about that as I just cannot trust them at the moment. The condition of the product was unaaceptable and there was damage to it and their customer service is worse, they just don't care. I have been put off HP for life now, looking at buying Toshiba.

     
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