I want to warn anybody against buying anything from HP period!!! Any HP computer, desktop, laptop, Netbook, printer etc. Do not expect HP customer support to resolve your issues, even if you have 2 of the exact same HP computer desktops catch on fire! I and several of my clients have had numerous problems with HP computers. I recently had fire issues with 2 desktops, both model HP Pavilion p6115y, both caught on fire with flames and smoke coming out of the back of the CPU. HP Customer support is really horrible!!! They have given me the runaround and have not been honest about a fire hazard with this desktop model that I bought 2 of (HP Pavilion p6115y). HP is one of the biggest outsourcer in this country, they have outsourced almost all their customer support!!! They have shipped their production along with their support out of the United States, taking away manufacturing and customer support jobs from American workers who certainly need jobs and are certainly smart enough to work on an assembly line or answer support questions. HP makes super cheap products with cheap parts and labor and cheap non-English speaking customer support. Unless your problem escalates, then they give you an English speaking support person, who pardon the pun, tries to "put out the fire". But they aren't really trying to solve your problem. When I first called HP support and got 3 different Indian "English speaking" customer reps, I had to spell out every single word I said, it was so tiring!!! i.e. you know like "Desktop", D is for Dumb, E is for easy, S is for Stupid, K is for Kite, T is for Tom, O is for Okeedokee, P is for Pain. You can't just say the word, I had to do this stupid waste of time spelling out the word for everything I said, so be prepared to waste a lot of time if you have to call HP Support!!! Here's the post I left on HP Support "support" forum:
"I bought 2 HP desktop/monitor combos on 09/07/09 from Bestbuy.com -HP-Pavilion Desktop p6115y and a monitor. The Desktop in my office starting smoking and caught on fire about 1 week before my warranty ran out, at the end of August 2010. I called HP support, spent over one hour on the phone, being sent to 3 different people, (all 3 were men with Indian accents who couldn't understand half of what I was saying - must have been my Boston accent). One thing common in all 3 of the HP support men I talked to, they were all very concerned that the computer was smoking with flames out the back. I was assured by all 3 of the HP reps that I would be sent a new computer! Well that "HP line" changed on Monday when an English speaking woman representative called to tell me that would not receive a new computer and that I had to send my computer to HP where they would fix it. She did not seem alarmed at all (maybe since it wasn't a computer catching on fire in her house!) I shipped it to HP and they supposedly fixed it. Yes, it doesn't smoke and burn anymore but the fan runs really fast and makes a lot of noise for no apparent reason several times a day!! I have been a computer consultant for over 30 years and fix all my own as well as client's computers.
It's obvious that the CPU gets too hot and the fan is working overtime to cool down the CPU. So it was really not fixed by HP! In fact it is making that noise now as I am writing this! HP just fixed it just enough to please themselves and my computer became out of warranty right after it was fixed last summer. I NEVER leave my computer on when I go to bed or leave the house after it caught on fire last summer and HP supposedly fixed it.
When I had the first one fixed, I raised my very serious concern that this problem would also happen to the other exact same model that was in my son's house. And I said that I was worried that that same model desktop may also have a "fire/smoking CPU" problem. I was basically told by the HP customer service representative that there was no basis for that theory "of it being a problem with a particular model" and they WOULD NOT replace the other computer of the same model. I was told that I was "worrying too much" by the HP representative I told my son to be careful and turn off his desktop when not in use since mine caught on fire.
Luckily my son and his wife were home when this exact same thing happened to the HP Pavilion p6115y in their study, the one I bought at the same time as the one that caught on fire in my house. Last week the other HP-Pavilion Desktop p6115y computer started smoking and caught on fire, they smelled it and were able to shut it down before the flames were able to spread from inside the computer. Well wouldn't you know it, this computer is out of warranty!!!!!
SO I'm stuck with a dead HP-Pavilion Desktop p6115y that could have burned down my son's apartment. And this is after I raised a VERY STRONG CONCERN that this exact computer (HP-Pavilion Desktop p6115y) would indeed catch on fire. Too bad the HP representative blew me off!!!!!! Has anyone else had this problem with HP Support and an HP computer that caught on fire??
PALO ALTO, CALIFORNIA -- In September of 09, I purchased a HP 6130Y desktop, with all the accessories. Everything worked fine, until the middle of June. That's 9 months after purchase. I started getting random lines through the screen, and having freeze ups. I brought the tower back to Best buy, and they told me nothing was wrong with it. Obviously, it didn't happen when they wear looking at it. I had restored the computer to factory settings, but as I started downloading everything I had backed up back into the computer, it started up again, randomly. This was in August.
By the middle of September, it stopped working all together. I was so disgusted, I let it sit for a few weeks. I then brought it back to Best Buy to be looked at, and they informed me the warranty had just ran out. The store sent it out to a service center. The Tech from the service center called me and told me that the motherboard had burnt out, and that this is an ongoing problem with this motherboard. He recommended for me to just buy another computer, because it was not worth getting this one fixed, because I would just have the same problem again.
Obviously, HP is aware of this, but chooses to screw customers around rather than to make good on a lemon they sold to the public! I saved this voicemail on my phone. I'd like to get to play it back on National TV or someplace where a lot of people can here it! I called every number for HP I could get, but they have no intention of making good on a piece of crap product! The best they would do was to offer me a 20% discount on a repair that according to the tech, wouldn't last anyway! Gee, thanks for being such good sport! One thing is for sure. I will NEVER purchase an HP product again, and I will do my best to make sure NO ONE that I know ever Doe's so again!
I used to love the customer service that HP had but as stated by several others here, those days are gone. I bought my computer mid March. I tried to burn the recovery discs to no avail. I called several times and each time they have you on there at least an hour and you get no resolution. I emailed. They responded with me having to do several things which I already had done but luckily it was quickly resolved in only 3 emails and they sent me a set of restore discs... but I still can't burn.
Well I was on the phone a total of SIX hours with 4 different people last night and today. The first was 30 min and he said he would have to call me back and never did. I called a lady but didn't have the info she needed so she called me back way past the 1/2 hour she said she would call me but hey, she did. It took 1 1/2 hours because I had to keep trying to burn discs, give access to my computer so they could try, etc. She said it was a driver but since she called me she would have to have me call back because she couldn't transfer me. I was concerned about this but she said it was OK.
I called back and had to go through the whole diagnostic thing, walk through everything again. I was told he needed some sort of error code and the first lady didn't get it and he can't transfer unless he gets it. Well 1/2 hour into it and trying to burn yet more discs I did get quite rude and he asked me to "put in only one more" for the sixth time... I said NO give me a supervisor... it took 1/2 hour to even get a supervisor but the super talked, sounded, etc JUST LIKE the guy I just was talking to! Yet again I had to do 20 million things. Then he says "do a system restore then try to burn the discs again and if it doesn't work I promise I will send you a new driver".
He tells me he will call back in 1/2 hour... UMMMM that was HOURS ago. I call back yet again and the lady wants me to go out and buy more discs but a different kind. I said "are you kidding? I have wasted about $40 since I got this thing because all you people do is have me keep trying." Well, she refused to do anything until I bought a different kind.
Hung up, called back and got a "level 2" person. Well, they said they were typing everything up but 1/2 hour later... I am still sitting there without anyone even saying anything? I spent 1/2 hour yesterday, and over 3 hours today trying to get someone to replace my DRIVER that a computer guy came in and said was bad and they need to replace because I have a WARRANTY still! NEVER EVER EVER will I buy HP again. I am thinking about getting this one repaired by my computer guy then selling it just because I don't want HP in my house! I did email Mark Hurd twice while I was waiting on hold. But from what it sounds like... no one ever gets a response from him either.
On May 30, 2009 my 79 yr. old mother bought an HP Pavilion Computer from Best Buy for $529.98. She paid for it with her Visa card. In early November 2009 the computer suddenly would not turn on. I then went to her house to see if I could help. I first called Best Buy and they informed me that since it was still under HP's warranty I should call them.
I called HP Technical Support and they walked me through some steps to determine what was wrong with the computer. One of the steps had me opening the computer to check on the power supply. They determined that the computer had a faulty power supply and since it was under warranty they were paying for us to ship it back to their service center to have it replaced.
On November 19, 2009 Paul H -the Customer Relationship Manager with HP called my mother and also sent her an email stating that they couldn't honor the warranty because they "are not allowed to work on or repair units with insects, pests and/or insect droppings inside the computer. We are returning the computer to you un-repaired. Please do not attempt to return the unit for repair as this will not be covered under warranty and we cannot repair it." This was an absolute lie because I had to go into the computer to diagnose the problem before it was shipped and there was no evidence at all of any type of pest infestation.
And even if there were, I certainly would have removed them before shipping it back. Not only that but my mother keeps her house spotless and completely pest free. When asked what type of pests they claimed that they wouldn't tell us. In other words they didn't have to prove it... just their word against ours. I immediately called the next day to try to contest this situation and escalate the complaint. I was told at that time that they still had the computer and would escalate the issue. That was another lie because unbeknownst to me it had already been returned to my mother's house. So I then went to her house to unpack the computer.
Not only was there no evidence of pest infestation when I opened it but lo and behold there was a "HP Refusal of HP Bench Repair Service" document that stated the reason it was returned was due to "possible blood spilled". There was no mention of pests at all! So there was more proof of their lie. We couldn't figure out what they meant by "possible blood spilled" so we looked the computer over with a fine toothed comb and the only thing we could find that they MIGHT have been referring to was a very faint pink spot on the back of the computer-something virtually impossible to see(there was nothing on the inside).
I can assure you that neither me nor my mother bled on the computer so this was a far fetched attempt to not have to honor their warranty. But even if that faint spot had been blood that had nothing to do with the power supply on the inside. Why didn't they at least ship us a new power supply if they couldn't replace it themselves? This whole episode smacks of outright fraud. Then it only got worse as we took it back to Best Buy to pay to get it fixed. They told us that they couldn't repair it even if we paid because HP had voided the warranty. I had to raise a ruckus to get them to repair it and they made me sign a waiver but we finally got it repaired.
However, we should not have had to spend a penny to get this problem fixed but we paid a total of $102.98 because my mother needed her computer back. HP has no proof of their false claims but the honest consumer was left holding the bag. This was a much bigger hassle than it needed to be and the only thing we did wrong was stupidly buying an HP computer thinking that they were a reputable company. We were wrong. The service ticket number that HP refers to for this issue is: **.
I customized mine. 8GB ram, quad-core processor, 2GB Radeon HD5570 GPU, Blu-ray/lightscirbe optical, 23' Widescreen HD monitor, upgraded sound card. 1.5TB hard disk. I paid. When I asked about PSU, the saleswoman told me that 'their system would self-adjust and add whatever PSU was necessary'. When I got my order conf. - I saw they installed a 300 watt PSU. Why? What?
AMD's website calls for 400 watt min PSU running that very card. Nevermind eveything else sucking power. I contacted HP just one or two days after placing my order, and a few times before and after it shipped. My questions were not addressed; I was patronized and treated like an ignoramus who could not possibly know a thing or two. 'Your power supply will be fine', they said, over and over and over. All I wanted was to send it back and have them put a PSU in there that supports all the upgrades that I paid for. I wanted someone to agree and affirm that something indeed was wrong with only having a 300 watt PSU installed in a machine like that.
After being referred and transferred, I am advised my only choice(s) are to return it and get a refund. Return it and get store credit, of course still needing to pay for the PSU upgrade. Or be stuck with it. If I replace the PSU myself, I void the warranty. It's not the machine I have a problem with, it's the service. The saleswoman who sold me the machine was the only HP representative who answered my questions - and that was just because she wanted to make the sale, they didn't have my money yet.
That's why I will never buy an HP ANYTHING again. The pc and peripherals are good. I got a 200$ discount. But once I gave them my credit card number, I became a number. My questions were re-directed and ignored. The only native-English-speaker I encountered during the whole process was the saleswoman. I don't care who it is or where the person on the end of of the chat/phone is from. A human is a human. But I do want and expect clear communication, acceptance of responsibility and direct, concise answers. Specially since between the box and the monitor I've spent over 1500 for an HP pc.
PALO ALTO, CALIFORNIA -- My HP Pavilion S3620F Slimline Desktop PC system crashed just 23 months after purchase. Online complaint forums show this type of crash is common - No video input. The system has a documented reoccurring defective part and should have been recalled but HP does not seem to be concerned about bad product quality.
Computer problem - Computer monitor would remain blank after turning on computer and system would appear to not boot up. Lights come ‘on' on the computer (main power button, green light within computer body) but monitor remains blank after initial monitor run through. Monitor, keyboard and mouse work with another computer. Boot up disks made when the computer was purchased do not help fix the problem as monitor remains blank.
100's of users on both the HP support forum and online complaint forums describe the same problem with the Slimline Desktop PC series, and most say it is probably a faulty motherboard. My system is less than two years old and this lack of reliability make it a lemon. Several support forums imply a recall that expends the warranty for 12 months but I can not find any information about this. I called HP Total Care support phone on 9/28/2010, but was just told it would cost me $99 for any phone support (call reference # **). The phone personal would not tell me if the warranty has been extended because of a recall as suggested on complaint forums and an HP support forum.
A new computer is a major consumer purchase, and the consumer should expect a reliable system free of defects that lasts for more than two years. In this case HP has made a low quality, unreliable computer system and then they do not support those computers for a reasonable amount of time relative to the purchase price when they are defective and parts fail.
In August of 2009 I purchased a desktop computer from Hewlett Packard and have been subjected to nothing but grief since. The computer shortly began to seize up along with spectacular psychedelic displays and shut downs of other varieties. After about 50 to 100 hours on the phone with their "technical support" people (from Delhi, Hydrabad, The Philippines, and Mexico City), many of whom had me try all kinds of tests, even to taking the thing apart to try something else, they finally agreed to send it back to the factory.
The factory found the graphics card and mother board to be defective, replaced them and sent the unit back. Within a few days the same problems appeared again. Another 50 to 100 hours on the phone and the unit was returned to the factory again, This time they found that the graphics card was again defective as was the hard drive, They replaced them and sent the unit back again,
Within a couple of days the same problems reappeared. More time on the phone but this time I was referred to a "Case Manager". I asked them why they didn't just replace the unit as it had to have cost them hundreds, if not thousands of dollars working on a severely defective unit, not to mention my upwards of 200 hours on the phone and personal loss of service. Their response was that that was policy and when I asked to speak to a manager, I was told sorry, but that was as high as I was allowed to go! And it is as, try as I might I couldn't get any higher.
Still no resolution, but the unit was sent back to the factory for the third time just the other day. Do I expect satisfaction? You bet I don't, at least not from this company. And to make the cheese more binding, I got an earful from the Fed Ex driver as he picked up the unit. He stated he'd never buy a HP computer. He recognized the box to HP immediately, pointed out two of my neighbors that had been sending their units back as well, and said he sees HP return shipping boxes coming into the Fed Ex distribution center all the time. Would I buy an HP again? No way! I probably wouldn't get the chance anyway because they'll probably be out of business soon at this rate!
Last month, I bought a new HP Pavilion desktop. It was defective at the outset, periodically shutting down and re-booting unexpectedly. After numerous contacts with tech support, only recourse was to return to HP for bench repair. It was returned 10 days later. Upon unpacking, something was noisily rattling around inside the case. When hooked up, the unit would not operate.
Opening the case, it turned out that the fan unit was totally detached, and there seemed to be a number of unconnected wires. It was clear that the unit had been shipped this way -- the problem could not have been due to transit damage. Called tech support, explained problem, and was assured that I would hear back later that afternoon. That did not happened. Called again in the evening. Only recourse is to go through the whole return-repair routine again. Whither quality controls and customer satisfaction? How much outrage does HP expect us to tolerate?
Beware. This company has the worst customer service I have ever seen. That might not be so bad if the products were excellent and didn't need service. But HP offers the worst of both worlds - second rate products that have a history of repair problems and terrible service.
I made the mistake of buying an HP Pavilion Elite and an HPw2558w 25 inch monitor. Since May 2009, I have had one internal hard drive go bad, two Hpw2558 monitors go bad ($525 monitor), a video card go bad and now a 500 GB media drive, model no. hd5000s. I made the mistake of buying a service pack on the computer, my monitor and a new HP printer I bought. Total cost: about $1,600.
My life has been living hell ever since. Every time I call support, I spend literally hours on the phone. I often have to call back and spend hours more on the phone without resolving the problems. The warranty is a fraud - not the next day service HP promise and the telephone support offered is ridiculous. The last time I called in they insisted on sending me a box so I could mail in the part for repairs. Five days later, I received the box. It was too small for the media drive. I had to call in again and request another box. Here is a sampling of one of my many conversations with an HP representative.
What kind of a warranty is that? Either they offer next day service or they don't. Customers are being bilked by HP. If you are thinking about buying HP - don't do it. It will make your life miserable. I hope some plaintiff's attorney or attorney general sues the pants off this company for offering bogus warranties.
I bought this computer two months ago. I tried loading software with the DVD driver and It did not read the software. I thought it was the software. I bought a Microsoft Word Software package and tried loading it with the DVD drive. It would not load. I called customer service and spoke to "Ali". After spending an hour in a half on the phone, he told me what I already knew. The DVD drive does not work. OK, so I expect that they will fix it since the computer is under warranty.
Instead, they are going to send me the part and I have to install it. They also required that I give them a credit card before they would send the part. If I want them to actually send a repairman, they would charge me $99. When I questioned this, the customer service person told me I should have read the warranty that came with the computer. Fine, maybe so, but I expect that for a brand new computer, I should not have to fix it myself.
Also, I had a problem with the Works software that came with the computer and used their online service to try to fix it. When I told the customer service representative about this problem, he said I should never use the online service. Why would they give this as an option if they don't want it to be used?
When he could not get the program to work, he told me I needed to pay $149 for new software to get to be able to use the Works program. I had already bought the Word program, but why I should have to pay for software that I already paid for when I bought the computer. He also tried to get me to buy the Norton Antivirus software while I was on the phone. HP can't fix my computer and wants me to give them more money. I will never buy another piece of equipment from this company and I will tell anyone I know not to buy from HP.