TERRIBLE CUSTOMER SERVICE FROM HEWLITT-PACKARD...BEWARE!!!!!
LOS ANGELES, CALIFORNIA -- THIS LETTER WAS SENT TO THE PRESIDENT OF HP, MARK 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.