BAY AREA, CALIFORNIA -- I have been having a tough time with the case managers. They never call back even though they promise to call literally in a couple of minutes. It's always us calling them back and even then it has been almost impossible to get to the case manager assigned to our case. 99% of the times some other case manager picks up, tries to reach out to the primary case manager, doesn't get a response, comes back to us and tell us that they can take a message and do absolutely do nothing beyond that.
The case cannot be transferred to any manager other than the one we were assigned to in the beginning. Worst even, we can't even get to talk to higher authorities for escalations. This is the first time I've heard that we do not have any options for escalations. Usually there's always a manager that we can talk to, with their e-mail address made available to us but not in this case. We're pretty much stuck with the case manager we are assigned to!!
Our problem is with a laptop we bought in Dec 2007 from HP's website. That laptop died within 10 days of its purchase so we called HP technical support for assistance. In the meantime we also asked for instructions on returning the laptop for a refund. Technical support asked us to try out various things, none of which were helpful in repairing the laptop and finally directs us to contact HP Shopping for a refund.
When we call HP Shopping we are told that it's beyond 21 days of purchasing the laptop so a refund is not possible and we are asked to contact a case manager. It's been a nightmare since then! The case manager never calls back. We kept calling all the time to ask for updates and even on those rare occasions when we do get connected, we only got curt responses.
All in all, this has been a sordid affair! In fact this is not the only forum where customers are complaining about HP's abysmal service. I just googled up for "HP Case Manager" and couldn't find even a single post which is satisfied with case manager service. Looking at the way the case managers are never available, it just appears that they are experts at being evasive!! I'm just wondering if we actually should consider a class action lawsuit here. Maybe, just maybe we have a strong case if we approached this issue collectively!
UAE -- I am writing this to complain about the poor support services by HP. The following is the content of the email I have sent several times to different departments. There has been no convincing reply /solution to the issue yet. I want you to help me and tell me what to do about it.
“I do not know how many emails I have sent to Hp support in South Africa, and to the customer service in Dubai International Airport since they have already been 50! I am tired of explaining the problem to everyone because nothing is not happening about that! It has been 4 months I am involving with this issue. I bought 2 HP laptops which obviously is not going to happen again throughout my entire life and my friends' too! The units did not work properly from the very first week I purchased them from Dubai International Airport.
Here, in South Africa, the technicians told me they are neither able to repair them, nor to provide us with new ones, so I sent them back to Dubai to replace them with new units, but what they did was to repair them. Please keep in mind that I am not going to use new laptops which have been repaired and have replaced main parts any longer! I am feeling sick about your poor support services for HP.
At the time of purchasing, the salesman told me it has global repair/exchange warranty, but it seems it has been a big lie! I do not stand this anymore. I already was not able to do my job since I had bought it for work. Unless you do not provide me with 2 new units immediately, I am going to act publicly about it and also claim for these 4 months I could not do my job. This is my last warning to you, and I hope you will do something about it before too long.
Purchased the computer in August 2010. By October, it was randomly shutting down when powered by battery. When I plugged it in, it said "plugged in, not charging", then I did a battery check and was told the battery was bad. So I contacted HP and was sent a new battery. Everything was fine for a few weeks, then the same exact problem began occurring again. Called HP again and was told to send in for repair. According to the tracking on their website, they had it all of 12 hours before sending it back to me. This time with a new power cord. Again, all was fine for several weeks before the same thing started again.
Called HP again. Rep told me a new battery would definitely fix the problem. This is when I began asking for a replacement to no avail. Got the new battery, everything was fine for a few weeks until... yep, once again I've got a bum computer. So after calling HP and finally being connected with their escalated customer service program, I asked for and expected a replacement computer. The representative wouldn't budge and insisted I send it in again. So I did. This time, they replaced the motherboard.
All was great till last week (May 3, 2011). Once again, it's shutting down randomly and the battery won't charge. So I called the representative back. Left message, never heard back. I called back today (May 9) and finally got her to call me back but instead of offering to replace the computer, she tells me that I must again send it in for repair. This is the 4th HP in our household and it is the last one I will buy. I am looking to update my son's but I will not consider an HP. After two times having to send it off for repair, I feel I should be offered a replacement computer. They have had enough opportunities to fix this problem. I'm done.
PALO ALTO, CALIFORNIA -- After about 6 weeks of having my touch screen laptop it started to overheat and shut down by itself. When it was turned back on it gave an error message 900D - that the cooling fan was not working then computer shut back down then turn back on and the computer was went to the windows desktop this time a USB error device was not properly installed but there was not installed into any of the USB ports and now the touch screen was not working. I called HP about the computer and gave me the run around because no one seem to know there policy.
Finally I found out after receiving a case manager that the policy is I have to return the computer within 21 days of purchased to get my money back or to get a new laptop. I was explaining to then that I only had the laptop for a short amount of time that I should not have to sent this computer to be fixed that I should receive a new one they told me no then I asked well then I want my money back once again no. While over the phone with the case manager he was very rude because he did not care that my wife was using this computer for her job he words were well I don't see how that problem will get you computer fixed.
So I contacted the web site to speak to a CEO and I got someone from corporate and once again it was the same thing they were just like the case manager, not caring about their customers. I finally sent in my computer to be fixed and instead of 7 to 10 days like they told me it would take to get fixed it will be more like 15 to 20 before I see my laptop again. Please I am warning you don't ever buy this product, or any product from Hewlett Packard.
CALIFORNIA -- In my many, many years as an HP customer, I have never received such inexcusable treatment! I am completely astounded by the ineptness and complete lack of customer service. Over the years, I have had my share of issues but they are usually resolved properly. I have purchased many, many products from HP from networking systems, commercial printers, personal computers, laptops and All-In-One printers and other equipment for personal use. I've recommended HP to my customers and others. Those days have come to an end. In fact, I am moving to Mac.
Here's why: For the past 3 months, I have been going round and round with HP over a myriad of issues with my PC. After two repair depot services, in which nothing was fixed, despite my painstakingly completing their repair form. One would think (hope, actually) that if an Executive Case Manager was involved, issues would be taken care of appropriately. Not the case here. Instead, after a month of the CM not returning messages, my machine crashed... I mean crash and burned!
So, I am forced to send it in yet a second time. One would hope that the second time they would get it right. One's hope would be misplaced in this situation. Not only was the unit not repaired, despite enclosing a copy of the original repair form, it was sent to the wrong address in a DIFFERENT STATE! Let me back up a bit. This is the 3rd CM involved, who did not even bother to confirm the shipping address. The 2nd dropped the ball, much like the first one. However, the 2nd one decided to break a promise... to make several attempts to contact me within 3 days. She made only 1 attempt.
As if this wasn't bad enough, after I wrote an extensive letter to the President & CEO. I received a phone call from yet another CM. She had the unmitigated gall to ask if I would be willing to send my unit back to them a 3rd time. This is not only laughable, but an insult to my intelligence. WHY would I want to even consider trusting them after such blunders? I have no way of believing they would even send it back to the correct address... heck, for all I know, they'd try sending it to S. Claus, North Pole, let alone even fix it. Apparently, my extended warranty is worthless.
It's a real shame. Since the former CEO was forced into resignation, HP has changed in a very, very negative way. I just don't care anymore. HP has lost a long-time, loyal customer and any credibility. Unfortunately, HP is so big, they probably couldn't care less. One customer. Well, this one customer is going to discourage anyone he can from buying HP. If I am asked, I will not recommend HP. In fact, I will encourage people to switch to Mac.
I bought my HP pavilion Entertainment PC Feb. 2009. I have contacted HP and let them know that I am at a beginner's level working with computers. The customer service "chater" was given this info. From the onset of buying this computer, I have error messages. I have had climbing numbers of problems. I am unable to download updates. My volume is gradually decreasing to the point now that I can barely hear it. So, I have contacted them, through the "chater" and the suggestion was made to go through this "Process of recovery process" but to back up all my data that was on this computer.
I re-iterate, I am at a beginner level. Then she tells me I can BUY a recovery disc. Excuse me, I paid nearly a thousand dollars for this 17" screen piece of junk and now you want me to buy a recovery disc. What is wrong with HP? No wonder people are going back to the other brands. I have had a Gateway desktop for 7 years, yep, still going and I have the windows, recovery, applications and all the other disc that came with it. I have another "Gateway" that is over 5 years, still going, have all those disc. My significant other has IBM, he has his disc and get assistance when needed.
So I came on this site to find help with my problem with my HP laptop and because not only is my computer a piece of junk but now they want to pay for what should have been with the computer. When I found this site, I started looking hundreds, thousands of dissatisfied customers and wondered, Why aren't they doing anything to regain the public trust? Why deliberately lose the trust of the public who made the company as big as it is and who can take it down as low as it can go by not buying its products and or telling the others of how HP does not stand behind their products and finds ways to escape repairing, recalling or just taking care of the customers?
My family has had issues with our HP products. As a matter of fact, we have had issues with every single laptop that we have purchased over the past 5 years, which is approximately 8 of them - with the exception of one (knock on wood) that is the most recent purchase on 7/9/2009 - that one has managed not to crash yet.
7 of the 8 laptops have had their hard drive crash within two years of the purchase date. Some of the laptops have had more than one hard drive to crash - my husband's hard drive was replaced 4 times! Replaced, not reloaded. The online people were very friendly. They ran me through the same drill every single time, and every single time it was the same thing! "Sorry, looks like the hard drive is bad. Did you buy the extended warranty?" As a matter of fact I did buy the warranty on the last three and then decided, that with the cost of the laptop and the cost of the warranty, I could buy a different brand and give that a try.
Well, I purchase the Sony VAIO in August and love it. Now I know that hasn't been a long time, but this is the fastest laptop that I have ever had! If this Sony makes it past the first 15 months without the hard drive crashing then it will be better than any HP laptop that I ever owned.
I do have HP desktops also and have only had a problem with 2 of the 6 that we had, but after my experience with the laptops, next time I will be replacing them with a different brand just out of principle. HP knows that they have a problem. By the way, has anyone tried to get their Windows 7 upgrade? I've been trying for over 45 days and it is just one excuse after another. If you buy HP laptop I wish you luck - you're going to need it!
PALO ALTO,, CALIFORNIA -- I purchased a HP laptop for college. I had to return it for service. I purchased a HP Presario Compaq laptop computer in 2007. I returned it for service. I returned the power cord as instructed. The power cord was not returned with the laptop. I was instructed to send it with the laptop for service. I have been trying to have my power cord returned or another power cord sent in its place since 2007. I refused to purchase another power cord. I have numerous service tickets numbers in addition to the emails as each time I called customer service I was given a new service ticket number for the same problem.
The case went from a Senior Case Manager to an ordinary Case Manager. This shows that HP was not attempting to resolve the issue. Since I have not been able to have use of the laptop or even know if it has been repaired, HP has breached the service warranty that I have. I recently tried to resolve the issue and have a full refund of my purchase price and the extended warranty I purchased in December 2009 before I submitted my complaint to the San Jose BBB. The issue was not been resolved and I have not have use of my laptop in the more than two years since I purchased it.
I am graduating from college and it make no sense to have a company treat its customer in such disregard. I have submitted this complaint to the San Jose Better Business Bureau December 29, 2009. I believe a class action lawsuit with the other people on this website will be successful in acquiring the company's notes of each people involved in poor customer service and Win a cash settlement therefore changing the policy of this company that abuses the purchasers of its product.
I bought a laptop Pavilion Notebook sometime in Nov of 2008. In the first four months that I had it, the hard drive crashed not once but three times. Each time I called them they told me that they would get the wireless card out to me overnight bc of the fact that I was in school. After a few days, I would finally get the new hard drive in the mail. The third time I happened to mention that they had told me they would overnight it and they told me that they could not do that which would explain why I did not receive the new hard drive in less than 3 days.
The lettering on the keys would melt off in the first 6 months and the laptop would overheat. The wireless card would connect just fine to my AT&T service I had in my apt. Then when I lost my job and had to move back home, the laptop would not connect to any wireless network, Starbucks, McDonald's, the library, etc. The laptop was then sent into HP at least 3 times with the last being sent to a case manager. The final time I got the laptop back the overheating was fixed and the keyboard was replaced but it took them 3 times to fix it. I got the laptop back and again tried to connected and it would not.
I called Verizon who then referred me to HP again after hours of being on the phone. The case manager had told me that if they were able to fix it the last time they would give me another 1 year warranty and if they were unable to fix it there were other options that they would give me. The other night HP had no record of the case manager, the conversation, the fact that it was sent in again, or our agreement and said they would have to charge me $100 to even attempt to help me over the phone since I was out of warranty.
I had bought this laptop on credit and I have already paid close to $500 on it with $800 left to go on something I have never been completely satisfied with. Sometime before this I also had an HP desktop that went down 1 month after the warranty had expired and I took it to every pc repair shop in town and they were unable to fix it. $900 wasted on that one.
UTAH -- I purchased the computer 20 months ago. The first complaint is it would get so hot I could not stand to have it on my lap. Then the optical drive started running with nothing in it and it got really hot, so I took out the drive. The bottom of that drive was so hot; I set it aside to cool and did not put it back in. I started out with chat support, twice, they did not know what to do. They just told me that this particular computer had no recall. In an attempt to keep it short, I have spent a minimum of 15-20 on the phone.
I have been sent 3 wrong optical drives. The 4th one I had to remove the little attachment where the screw goes because HP changed it and it would not go in the way they sent it. All the time I'm making this adjustment there is a tech on the line with me and I'm telling him what I have to do. Once I fixed that problem and I inserted the disc my computer shut down. It would come on for 2 seconds and shut off. It continued to do this and the tech had me repeat this procedure 3 times. Nothing changed. So then he sent me back to somebody and she said "We will send you an optical drive." I said "NO I've already been sent 4. Can this computer be replaced."
Now they're telling me it's not the optical drive. It's the connection point that's causing the problem. I haven't told you the worst part. I just in the last 2 months purchase a desktop and another laptop from HP. I don't know what I was thinking. But as a result of my experience and yours that I've read I'm sending both back and plan to check out Dell. I am so disappointed in these companies who insist upon using cheap tech support at the expense of customers. The only HP product I will have left are 2 printers. 1 is a 3 in 1 a cheapie. The other I use for my business. It is a home based commercial printer.
So far I've had no problems with them. I bought a 3 yr warranty where someone will come to the house on the big printer. Thank God I won't have to deal with the Philippines or India. Oh, I forgot to say I have been hung up on and put on hold and no one comes back to me. I've been dumped. HP has no right to claim Superior Service & Support.