Last month (one month before the one year warranty expired), I couldn't get the laptop to turn on so I called HP Customer Care. The CSR got it up and running by having me remove the battery, unplug the power cord, and holding the power button down for 10 seconds. I was able to power up the laptop. Toward the end of the phone conversation, the CSR asked if I wanted to purchase a 2-year extended warranty for $199. Since my warranty was due to expire on the 6th of April, I decided to purchase it. Little did I know what was to come.
On April 20th, I couldn't get the laptop to boot up so again I called Customer Care again. This was 16 days after the one year warranty wouldâve expired. Had I not purchased the extended warranty, HP wouldâve said âtoo bad, so sadâ and Iâd be left with a one year old laptop that Iâd have to repair.
Back to the call: The CSR diagnosed the problem as hard drive failure. I had expectations that a product such as HP would not have such a problem with a fairly new machine. In doing some research on the internet, however, Iâve found that this particular problem on HPâs products goes back YEARS!
A âticketâ was submitted by the CSR to have the hard drive and recovery discs sent to me. I was told HP doesnât deliver to PO Boxes so I told him that it could be shipped to my work address, and emphasized that it was my work address and not where the laptop was. An appointment was set up to have a technician come install the hard drive on the morning of April 27th. According to HP, a FOUR HOUR window is required which means I had to sit around and wait for four hours. I had to reschedule and cancel appointments, including a medical appointment so I could sit and wait for four hours!
Two days prior to the scheduled date, I received emails and calls from HP asking if the hardware and software arrived. I also received what I perceived as an email reminder that a technician was scheduled to come on the 27th and that the service address was at my work address! I called HP Customer Care to tell them and the CSR told me, âOh, just tell the technician when he callsâ.
On April 26th at 8PM (the night before the scheduled technician arrival), I received a call from HP telling me ALL the service technicians were "busy" and wouldn't be coming. I was LIVID! Not only had I cleared my appointments for the morning and it was too late to schedule them back in, I had received emails just two days prior that a technician was coming! The CSR kept telling me she understood my frustration and guaranteed they were doing the best job possible. Seriously? If HP Customer Care thinks their service is the best, they are in serious denial. The CSR must've repeated the phrase at least three times before I finally said "Look, your guarantee doesn't mean squat to me so quit repeating it over and over!" I couldnât foresee my frustration level was going to increase...
The next morning, I called HP's Customer Care again and demanded to talk to a supervisor, however the CSR wouldn't transfer me until *after* I repeated the entire tale again. Once the supervisor got on the line, I had to repeat the story again! He supposedly escalated my ticket and told me a technician would be calling me within an hour. Guess what? Over an hour later, no technician had called.
I called HP Customer Care once again. By this time, I was out running errands and didn't have my ticket number and told the CSR that. What is the first thing he asked me after my name? "Ma'am, do you have your ticket number?" HP Customer Care truly does NOT listen. The CSR looked up my name and told me I had two laptops... one under warranty and one not. No, I have one laptop. The he tried to inform me that it's not their "policy" to have a technician call in an hour. That it takes 24-48 hours to set up appointments. I responded back that I didn't care what the policy was, that the supervisor I talked to earlier told me a technician would be calling within an hour. I asked to speak to another supervisor.
Supervisor #2 told me Supervisor #1 didn't escalate it my issue properlyâ¦ that he just sent it to dispatch. After an hour on the phone explaining the entire thing AGAIN, he put me on hold so that he could get a conference call with a case manager. He asked me for a 2-3 hour time frame on Sunday, April 28th for a technician to come and for a case manager to call. He told me a technician would be coming to install the HD and recovery discs (on the 28th), making sure that the computer was in running order before he left. Guess what? No one called. No one showed up either.
By this time, my frustration level was wayyyy higher than I am tall. I was so irritated and tired of the service HP Total Care had not provided. I made yet another call to HP. The CSR put me on hold while he read the notes on my account (because I told him to... I refused to repeat the story again). After about 5 minutes on hold, I was disconnected!I called back again. CSR #2 said he saw in the system that I called a few minutes prior and that a request was put in to talk to a case manager. This CSR told me that case managers don't work on the weekend (remember earlier, Supervisor #2 told me one would be calling on Sunday?), that he didn't care what was said previously, they only go by what's in the system and somewhere along the line they had put in a request for my hard drive to be replaced on May 4th! Since the case was already "escalated", this CSR refused to give me to another supervisor because the issue was being "addressed" and that was the end of it.
On April 29th at 8:22PM, I received a voicemail message from case manager âJonathonâ. Whatâs with the late night phone calls? I work for a living and have to get up early. A second voicemail was received 12:32PM the next day from Jonathon. I returned the call at 6:21PM after I got home from work.
I did not reach Jonathon, but another case manager in queue who had an accent that I had difficulty understanding. When I asked to either transfer me to Jonathon or another case manager who spoke clear English, I was told that I could communicate via email. I asked him how he thought I would do that since I have ONE computer that was broken. Then he asked, âWhatâs the problem with your computer?â I responded, âSeriously? Have you not read the notes on my account?â He said, âIâm doing that right now.â I hung up on him, frustrated once again.
On May 1st, I received a call from a repair technician located 3 hours south of where I live. Through the phone conversation, I learned that he thought the service call was was going to where the hard drive was shipped.
Keep in mind that I had the hard drive shipped to where I work because HP would not ship it to a PO Box. When I received the email stating where HP âthoughtâ the service address was, I immediately called HP and told them. The woman I talked to said, âOh, just let the technician know when he calls.â I ALSO told one of the âsupervisorsâ during many round-and-round phone calls to them where the service address was... had to spell out my street address and city. Yet, they STILL had my work address as the place to repair my laptop!
The technician laughed at my complaints about HP and gave excuses as to HPâs poor customer service. He said he didnât understand why they would want someone from so far away to repair the laptop. He said heâd contact HP and get back to me. On May 2nd, the technician left a voicemail message around 12:30 to confirm the repair on Saturday morning, May 5th.
Since I have added a second hard drive to a desktop PC years ago (not an easy task to connect two HD's, btw), I decided that a laptop couldn't be that hard. I opened the box HP sent me to find step-by-step instructions on how to do it! It took me all of 8 minutes to remove the faulty one and install the new one. Yet, HP wanted a technician to drive 3 hours to do this??? Installing the OS took longer... several hours to reinstall using the restore disks sent by HP.
On May 3rd, I used the box and packaging material that the replacement hard drive came in to return the failed hard drive. I put the return slip in with it and placed the Fed Ex return label (both provided by HP) on the outside of the box. I dropped it in the Fed Ex pick up box located on the lower level of the local banking center building. It was due for pick up at 5:45pm on the same day. I called HP and politely told them to cancel the technician and to note I returned the hard drive.
Not surprisingly, HP did not contact the technician and tell him that the service call was cancelled. He actually wanted me to sign a paper that he did the work so he could get paid. Uh no.
The next thing I know, there's a voicemail from a lady at HP stating that I *just* cancelled the service call and to call them back. The number I was given was for AT&T! So, I called HP's Customer Care and the CSR could see on my ticket that I had called to cancel the appointment and that I had sent the faulty hard drive back. He "assured" me that he was going to see if the appointment could still be cancelled. What? It should've already been canceled! I also asked about why I was given a number to AT&T. He said AT&T was their internet service provider and that the lady probably gave the wrong number. Interesting... I was put on hold while he tried to rectify the problem. After 5 minutes, I hung up.
When I purchased the HP Total Care warranty, I received an email stating I could and I quote exactly, "take full advantage of HP's award winning Total Care service and support programs, giving you the peace of mind and confidence that comes with knowing that HP will take care of you if you need help with your HP or Compaq products."
Based on my experience, I did not receive award winning service nor did I feel HP "took care" of me. Not only did I get poor service, I was given false and misinformation. I spent hours on the phone with HP's Total "Care" and received nothing but VERY HIGH levels of frustration and irritability.
The only good thing I have to say is that HP shipped the replacement hard drive and restoration CD's relatively quickly. HP's "Total Care" needs some serious help!
I sincerely hope that I do not have any other problems with this HP laptop now that I have experienced HP's Total "Care".
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Posted by Kscrow on 2012-04-23
DENVER, COLORADO -- Dear HP,
You can keep the $100,000+ of Hewlett Packard equipment I (and the companies I have purchased for) have spent with you over the last fifteen years. Though weÃ¢ÂÂve been together a long time, it has come time to part ways. I feel like I am ending a long romantic relationship. WeÃ¢ÂÂve been through a lot together but I still have a lot of good buying years left.
You see, youÃ¢ÂÂre just not the person I met fifteen years ago. Back then you were attentive and accommodating. When I had a problem youÃ¢ÂÂd work with me, as a team, and weÃ¢ÂÂd both be happy at the end. Now, however, it has really become all about you and I feel like as the years have progressed you have just taken one Liberty after another with me and now this relationship has become all about what I can give; and what you can take from me.
There are a lot of youngsters out there who have expressed an interest in trying to make something meaningful together and truth be known, IÃ¢ÂÂve really started to listen to what theyÃ¢ÂÂre saying while my faith in you has just continued to dwindle. I find myself in a sad place as I know that tomorrow you will just go out and find someone else to fill the void while I will be trying hard not just to find somebody to take your place but someone whoÃ¢ÂÂs truly worth everything I have to give; something that will last a lifetime. Though it comes at some great personal pain to end this relationship to which I have become so accustomed, the promise of a new, happier life is with someone special is just too great an opportunity to pass up.
So this is farewell. I am looking forward to a life without data loss, cheap and faulty components, and your deaf ear and cold shoulder to cry on. I really do wish you the best in life and will always look back fondly on the good times we had early on in our relationship. All I hope is that at some point you will see that in the endÃ¢ÂÂ¦
ItÃ¢ÂÂs not meÃ¢ÂÂ¦itÃ¢ÂÂs you.
[support case information removed for privacy] (backround below)
The past twelve months of my professional life have been characterized by continuous hardward failures, inadeduate support, and sub-standard products. It all began with a faulty RAID controller on a proliant server but in the end it is a $700 pavilion desktop that has me saying goodbye forever to Hewlett Packard.
In 15 years of being an IT buyer and a SERIOUS brand advocate for HP, I hve NEVER had this many problems with HP's products, support, and customer service. In twelve months I have experienced two major failures in my proliant servers, a bad hard drive in one laptop, the same issue in a netbook, and now a faulty SATA controller in a pavilion desktop. With each failure came the loss of priceless data and countless man hours worth of work.
For the first time in many years I had to call HP support today and I am appalled at what HP considers to be customer service these days. The inbound call center was located inIndiaand the support and escalation process with deplorable.
Now...I outsource to India as well and completely understand the economic benefit of $3/hr labor, however, are we really still learning that India and other countries are NOT the best place to centralize customer service operations?
My phone call began with Jeff (his assigned name I am sure) in regards to a dysfunctional SATA controller installed on the Pegatron M2N78-LA montherboard. I was informed by Jeff that in order to disgnose (yes you read that right, DIAGNOSE!) the problem, I would have to pay $100 via credit card. I was less than enthusiastic about paying $100 to diagnose a what is obviously a hardware failure in the integrated SATA controller on the motherboard of this unit. Jeff informed me that my desktop computer was "Out of Warranty" and that he was unable to help without collecting th $100. I informed Jeff that I would not be forking over $100 so that he could tell me my SATA controller was bad. Jeff then basically told me I was SOL and without paying the fee, I wasn't going to make any progress with him. Jeff and I continued to go back and forth on the matter whilst he consistently reminded me "There is nothing free in this world" to which my response was "The computer wasn't free". After about 40 minutes of our back and forth banter about what I expect customer service to be and what HP is willing to provide "by policy", I asked to be escalated up in the process. Jeff informed me that his supervisor "Refused to speak to me" as it is against policy to do so under HP rules and guidelines. I fought Jeff for another twenty minutes about letting me speak to this Supervisor; who he named as "John" when Jeff figuratively threw up his hands and simply stopped responding to me. That's right, didn't hang up (because apparently that too is against HP policy) but instead, just let me talk to myself for ten minutes. At the end of those ten minutes Jeff's voice appears again and his only words areÃ¢ÂÂ¦
Ã¢ÂÂSir, I am transferring you to a supervisor nowÃ¢ÂÂ.
I am placed on hold for just a moment and a new voice (self identified as Deeta) appears on the line. Deeta reiterates that because my computer is a few months out of warranty, I will have to provide the $100 necessary to diagnose my computer. I ask Deeta point blankÃ¢ÂÂ¦
Ã¢ÂÂThis computer is just over a year old and the on board SATA controller has gone bad. Is HP going to be willing to replace this component or am I going to be expected to pay for it?Ã¢ÂÂ.
DeetaÃ¢ÂÂs response was thisÃ¢ÂÂ¦
Ã¢ÂÂIf the on board SATA controller is bad, you will need to purchase a new motherboard at your own expense.Ã¢ÂÂ
SoÃ¢ÂÂ¦For this $700 computer I need to pay $100 additional to have HP Ã¢ÂÂDiagnoseÃ¢ÂÂ the problem then another $300 for a new motherboard?
I donÃ¢ÂÂt think so.
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HP: Worst Customer Service I Have Ever Dealt With
Posted by Consumer on 2009-02-22
Iâm writing this review and posting it to get a much needed message out: DO NOT BUY HP PRODUCTS.
I am a 21-year-old full-time college student with a full-time job. I owned a desktop computer and was looking to purchase a laptop, because of convince. Little did I know the hell HP would put me through, please save yourselves from having to go through this.
Here is my storyâ¦
I bought a HP Pavilion dv5z series laptop from hp.com in August of 2008, after browsing through several Web sites and stores; it seemed like the best deal. It arrived a week later and I was happy to have it for about a month.
Almost immediately, I experienced problems with the computer freezing during the start-up installation. From there on out, the system would drag and it would take a long time for it the computer to shut off. The operating system was Vista, but the Acer desktop I owned never had the same issues.
I was puzzled and annoyed, but ignored the problems.
Then, the internet connection would sporadically stop working. Iâd have to reboot the entire system, and fumble around for hours to get it back on. Iâm very knowledgeable with technology, but it was getting annoying. I had high-speed internet and there were three other computers in my home at the time, including a new Dell laptop that was connecting just fine.
Finally, in the beginning of November I could no longer connect to the internet after it would disconnect in the middle of a session.
So, on November 11 the worst of what was to come began. I started to call and email HP for assistance in fixing my new computer.
I was sent a new wireless card, to install myself. I put it in, and the laptop still didnât work. So, I was told to ship out my entire laptop. It was gone for several days and then when I got it back, it was still broken.
I sent several emails to HP after I got my laptop back. It was not until Dec. 1, after three attempts, that I heard back from them, with an auto reply.
Later on that day, I received another email to troubleshoot. On Dec. 4, I was asked to send my mailing, shipping information etc. and I was told I would get a call within 24 hours. I did not.
So on Dec. 6 I called HP. At that point, I was assigned a Case Manager, who didnât contact me until nearly a week later, on Dec. 12.
I told him my story and he directed me to the HP Shopping Department, where I was told I needed to speak with the case manager and âIâm not sure why he would direct you here.â
The person at the Shopping Department said I should be issued a refund, told me his name and badge number and instructed me to call the Case Manager back to ask him to do so.
I called the Case Manager back and he told me the Shopping Department had to issue the refund.
Completely confused about whom to ask what, I asked the Case Manager if I could speak to his supervisor or someone above him, which he adamantly refused.
So, I called the Corporate Headquarters.
After calling I was transferred to Customer Relations. I gave the woman who I was speaking to all the information (I was documenting everything from point one).
She told me someone above my Case Manager would contact me in 24 â 48 hours.
After instead my Case Manager called me and I complained an Executive Case Manager emailed me on Dec. 15.
He asked me to call him. When I did he looked up my receipt information and I was becoming optimistic that he knew what he was doing and would help me.
He said he would look into the refund and I would get it if HP, âdid something wrong,â and âtried to fix it.â
He said heâd call me back with âseveral options.â
However, he called back on Dec. 17 with one option â a replacement, no refund, no other choices.
At that point I began emailing HPâs CEO with no prevail.
I did receive this automated message, but never heard from anyone in regard to the email.
âOn behalf of Hewlett-Packard we apologize for the recent frustrations. We appreciate your taking the time to let us know your thoughts on this matter. Your message has been forwarded to the appropriate group within HP for further review. Thank you, CEO Customer Relationsâ
Here is an excerpt from the email I sent on Dec. 28:
âI was told that to issue a refund, an incident must be reoccurring and HP should have first tried to repair the product, but my Case Manager and Executive Case Manager argued it wasn't "reoccurring enough," or the company didn't "have enough time."
Mr. Hurd, I did not wait 37 days to argue what is enough. With modern technology that is a long time and no where in the company's policy does it state a time frame.
I bought a product that did not work the way it was described to be able to work. I have been told a replacement product is my only option. I'm writing to you in hope that I have another option.
When I spoke with (name) yesterday he told me he would call me today with options. Although, today he only gave me one choice - take a replacement or he'll close the case.
I am not satisfied with that because of the wait I had to go through and the unprofessional customer service I had to deal with.â
My contact with HP went on until Jan. 8. I persistently tried to reach someone, anyone at the company who would would so much as care that a customer was upset. Yet no one ever got back to me.
On Jan. 8 there were:
-40 emails to HP.
-4 additional emails to the CEO of HP.
-20 phone calls.
-And a major headache.
I had to send my old computer through FedEx to HP. I had to pay for the box, packaging, and shipment. I enclosed a letter asking to be reimbursed and Iâm not surprised I never heard from them.
I got a replacement computer. At first, I contemplated putting it up for sale on Amazon.com, but reconsidered. I donât want to spring any of the problems I had onto anyone else.
Donât be fooled by how HPâs product look. Yes, theyâre lovely, but as is said âthereâs always a catch.â The catch with HP is not worth it.
If anything happens to this computer, Iâll be more likely to throw it out the window than deal with HP ever again.
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Lemon Computer And Bad Customer Service: Wasted Money
Posted by Jaime on 2008-12-29
SAN DIEGO, CALIFORNIA -- On June 2nd 2007 I purchased HP Media Center PC (HP Pavilion Media Center M8010Y TV PC). While I was happy with my old DELL computer, I had read good reviews of your products and that together with a good price decided me to become one of your PC customers. I owed my DELL computer for 7 years with no problems and did not expect to have any issues with yours considering your reputation and brand.
However, on May 18th 2008 my computer suddenly showed an error indicating that the system could not boot and that I should insert a systemâs disk. I tried the disk from Windows that came with my PC and since that did not work; I called your service desk.
The experience with my first call and your Indian technician was as bad as it can get. The conversation started with him telling me after I described my problem, that what I had done was âwrong, very very wrong, sir, what you did was very wrong, why did you do such a wrong thing?â Needless to say this gets anyone in the wrong foot to have a productive conversation. From there we moved into a brief troubleshooting before he went onto telling me that I only had 21 days of guarantee left so I should give him my credit card number to extend it for another year. When I asked the reason to do that he explained to me that my problem was going to take a few âweeksâ to be resolved and hence, I needed to extend the coverage period. It should not come as a surprise that I told him to first take care of my problem before I would invest money on a service that so far, had not solved my problem yet. After over 1h of troubleshooting there was not clear resolution and I was asked to run a test that took about 3h, so I was asked to call the next day.
On Monday 19th I called back and I was lucky to get someone from your office in Portland. He was knowledgeable and did not treat me like I was a 6-year old. I was happy with this support though the decision was to send me recovery disks for which I had to pay the shipping. He also discussed with me what he thought the problem could be and tried to make copies of my files to prevent me from losing all my information, but the computer did not allow us to do that.
Two days later I received the disks and when I tried them in my PC, I got an error again that indicated I should contact the technical support. I spoke with Justin, also from the Portland office. He was the first one actually paying attention to the error messages I had explained to all of your technicians, and he also identified the potential issue as well as the fact that my computer seems to have a double hard disk. Since I had to run a new extended self-test and that takes a few hours, we were done for the day. I asked him if I could have his extension so I could continue troubleshooting with him the next day, and explained to him my bad experience with your service desk in India. He told me he did not have an extension but that I had a higher change of getting the USA office if I were to call between 9AM and 9PM Monday to Saturday. He also offered to call me at 6:30 PM PST on Friday May 23rd. Unfortunately, he called two hours later and I was not at my place at that time since I had a previous commitment. Justin also mentioned I should extend my guarantee to what I told him I had to first see my computer fixed since I was all but happy about the computer having issues whiting a year from purchasing and also, considering the fact that after a week I had no solution yet for my problem. I also told him I would assume my problem would be taken care of even if were to go over the guarantee expiration date. In my mind, that makes sense since I had reported the problem while the guarantee was active and was actively working on fixing it as soon as I could. He told me HP may do that but it was not a must. I mentioned to him that in my company, a problem that comes during the guarantee is followed until it is fixed no matter what happens with the original coverage. I also asked him to make a note in his system about our conversation regarding the guarantee options.
With the results from the last test, I called your technical support on Saturday May 24th and had a hard time reaching a person on the phone since your system was experiencing technical difficulties. I actually got dropped 3 times after doing your whole phone menu, very frustrating when you have an accent and you are âtalkingâ to a computer system that uses voice recognition to route your calls. I finally got hold of one of your technicians, this time and to my horror, from your Indian office. This was the most frustrating conversations of all so far. After giving my service ticket, serial number, computer model and describe my issue for the sixth time, I was asked to do the same troubleshooting again. I refused and asked the technician to please either listen to what I was saying or read the notes from the other service requests. He then asked me if I was sure I had a desktop computer and not a laptopâ¦. I seriously wondered if I was in a hidden camera program of some sort. The next thing was him trying to get me to pay for the extension of my guarantee. After five minutes of arguments, he put me on hold for a while and finally told me he was sending a new hard disk to my address. I received the hard disk and it took me three other calls to finally get it all installed and working. I had contacted the Board of Directors of HP at that time and had been assigned another useless Customer Service representative that did nothing but repeating the same information I was given before.
Five months after this issue my computer breaks again and since the guarantee expired, I take it to the Geek Squad. My PC tested out with a bad processor and the video card needs to be replaced. I paid $70 for this diagnosis and have an estimated of about $500 to $600 to repair my computer. At this point and after having a bad hard drive, I am not willing to spend the money on this unreliable computer. I contacted HP CEO and Board of Directors again a week and half ago and only got the acknowledgment of the fact that they were going to review my caseâ¦. I hope you donât make the same mistake I made buying a HP computer thinking it was a quality product with reputable customer service.
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Posted by Alicia on 2010-05-26
I bought this laptop in February 2009, and loved it since that day. The first problem occurred when I got vertical lines in the screen, sent it to HP, they fixed it and sent it back, OK that problem solved. Next problem was the overheating, sent it to HP, got it back one fan was fixed, but another vent still overheated. At the beginning of May, my computer stopped charging and turning on, and assuming my year manufacturers warranty was up, I took it to a computer repair shop who said my motherboard is fried which is typical of HP laptops. So being upset over this $800 laptop only 14 months old and broken, I emailed HP and Mary, my "case manager" calls and says each time you send the laptop in they extend your warranty 3 months and I'm still under warranty so she sent me a box, I sent it in, and get a call today that there's liquid damage inside the computer which is absolutely impossible. I contacted the computer repair shop and told me that they would have noticed liquid if it was there (obviously so they could make the money). So "Mary" sent me pictures, how do I know it's even my laptop?!?! She said it would cost $400 to fix. This laptop stays in a bedroom, for my online schooling only, now why would I spill liquid in a laptop and attempt to send it back for them to repair for free?!
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I am so disappointed, I really Liked HP
Posted by Carol on 2010-03-11
This is a copy of just one of the e-mails I have sent to HP. There is no way to get a message to a person of authority, so this is the best I could do. I am so disgusted/disappointed/frustrated I can hardly stand it. This used to be a really good company, I supported them. Now I don't know what to think!
To: Ms. Rosemarie Thomas, Secretary to the Board of Directors, Hewlett Packard Corporation:
I have used many HP products in the past, and was satisfied. When I purchased my very first home unit I had a horrible experience with my HP Pavilion dv9000 series laptop. From the beginning there were issues with the memory and frequent shut downs. Fortunately I had a warranty and used the support available. I was told by the technicians that the problems I was experiencing were errors I committed in usage. As a casual computer user I took them at their word. I find now that my problems were in reality related to nVidia causing a problem with motherboard, memory, etc. Long story short, my machine went completely out of service just AFTER my warranty and an extension issued by HP had also expired. The unit was literally smoking. At the time I was in a bind, and purchased another machine and placed the old one in the closet.
A few months later, I happened to overhear a conversation regarding the almost the exact experience with the HP Pavilion dv9000 series. The gentleman informed me that HP had promised to do the repairs for free since it was an intrinsic problem with interactions of software and hardware. I was so excited because I really did prefer the Windows XP to the VISTA I now used, and erroneously thought that HP was concerned with keeping long-term customers satisfied. I do believe this problem with products and services is quite widespread, based upon the review of message boards for HP and for your competitors. I have contacted the office of the CEO office previously and received a pre-formatted e-mail response...shoddy service again! I have tried the on-line chat (disconnected 3 times!) I have tried calling (several lengthy phone calls, and the poor men in the off-shore call center were helpless to address the situation, plus the communication was strained due to my inability to understand them at times.)
The most appalling thing that I find with the whole situation is that when I finally spoke to the so-called supervisor, and asked to speak to his supervisor regarding my displeasure...I was told that "upper level supervisors don't talk to customers, I have the authority to make this decision. The best I can do is a repair for about $300.00 US. Your machine failed outside the extension. You should have kept up with the updates on the extension we put on the website (Monitor a website for a product that is no longer functional...that is certainly an interesting way to spend my valuable time!). This is really not our problem, at this point we are doing you a favor." I was also informed that to pay for the repairs I had to verbally give my credit card information to him. It cannot be reasonable in these days of on-line theft for HP to seriously expect a customer to give sensitive financial information by unsecure means!
I paid over $1500.00 US 3 1/2 years ago for a piece of equipment (not to mention the purchase of an expensive printer/FAX/scanner at the same time!!) and you are doing me a favor by repairing it for about half the cost of a new computer today? Even though this is a problem regarding the software and hardware that HP designers chose? I don't think so.
I am requesting again that the repairs be made at no charge to rectify the problems I have experienced.
I have told this story to anyone I know considering a new computer or other technology. I work for a large university and am on a committee for new technology purchases. During our meetings HP has been discussed as an option, but several other people have also not had good experiences with customer care. Bad customer service damages your reputation and in the long run will cost you a great deal of business. In this economic climate bad experiences by even a few people can have a ripple effect on your bottom line.
I am requesting that you forward this correspondence to the appropriate person or persons on the board of directors. In addition, I hope this e-mail may inspire someone at HP to consider a review of your customer service policies, call center standards and to also take a hard at whether or not your choice to operate in this fashion will allow your company to continue to prosper in the future.
Thank you for your attention in this matter, I eagerly await your response.
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Hewlett-Packard Is Selling Extremely Defective Pavilion PC Models
Posted by Chris on 2009-10-02
PALO ALTO, CALIFORNIA -- Hi. I have a story to share about Hewlett-Packard. This topic has become huge. And despite tons of complaints, HP turns it back on loyal customers. And they continue to sell defective products, after tons of complaints about the models.
The Core i7-based Elite Pavilion desktops from HP; namely the e9150t and e9180t models, are highly defective. Just ask me. I'm on my 3rd PC for example. After contacting HP repeatedly about the constant freezing and blue screen errors, HP is still yet to give me an answer.
This isn't the case of just a "bad batch" on the assembly line. We're talking tons of people with faulty PC's. Just check out HP's own forums, and you'll see what I mean.
Here is a brief description of the process I've been through. I bought my first e9150t with the i7-920, back at the end of June. It froze right out of the box, constantly. Not to mention the BSOD's multiple times a day. So being past the 21 day exchange mark, I had no choice but to send it in for repair. It came back to me with the exact same problems. Not to mention a nice scratch on the side of my brand new PC, and it was missing the rubber pieces on the bottom. I'm sure they took great care of my machine while it was under repair.
Next, I convinced HP to send me another e9150t, this time with the i7-950 CPU. Whoo hoo! It did the same as the last. It was even worse than the first one. This one not only had the freezing and BSOD's, but it randomly rebooted, and the back fan ran at full speed 24/7. I again, sent this one back and had HP send me the e9180t model this time, with the i7-975 CPU. It froze at the HP setup screen on the first boot. Upon restarting and logging in, it went straight to a blue screen error. The odds of getting 3 bad machines in a row are astronomical. Not to mention there are plenty of others who are now on their 3rd PC as well.
There is an obvious defect, most likely in the Pegatron motherboard that comes in the e9150t and e9180t models (Truckee v1.03 and 1.04). HP has turned a deaf ear to it's customers. I've contacted the executive office on the phone, sent multiple faxes and emails. Yet HP has yet to even admit that they see an issue to their customers. Tons of us have emailed Mark Hurd, HP's CEO, only to get a call from the executive office telling us they don't have an answer for us. HP has even been reported to the Better Business Bureau about the issue, with no response.
These are high-end PC's that are extremely defective. After contacting Pegatron about the issue, they directed me back to HP, saying that it's their problem. Countless people have said that if HP would only acknowledge the fact that they see the problems and are working on a fix, that would give them peace of mind. But apparently, that's too much to ask of HP. I'm sure they are sweating bullets trying to figure out how they are going to get out of this one.
I'm sorry, but I'm not the kind of person that let's a huge corporation like HP walk all over me. Something has to be done, and I'm not backing down and going away quietly like they'd like me to.
If you'd like to get a glimpse of what's going on, just check out the HP forum for example: http://h30434.www3.hp.com/psg/board/message?board. id=lockups&message. id=2608
Be advised that out of the over 1,000 posts, the moderator on the forum has only posted in reference to advising someone how to Private Message. At no time out of all the posts, has the moderator tried to give advice or help customers going through this mass defect. Comments have been deleted by the moderator. Also, on Expert Day in the forums, a topic called "e9150t, e9180t" was created. Customers asked the "experts" if they knew if HP was addressing these issues. Immediately the moderator told them that they were not posting on the topic, (which was PC Performance), and locked the forum they created. Let me see, how is trying to resolve a huge defect in your PC, not related to PC performance? It's like they are desperately trying to hide this as best they can.
Here are some other articles that I'm sure will interest you as well:
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HP Pavilion DV900 - Repaired Twice By HP With Known Broken Parts
Posted by Fgear on 2009-06-25
PALO ALTO, CALIFORNIA -- A little over a year and a half ago I bought an HP Laptop (DV9000) it turns out there was an issue with the companies Motherboards (Actually many HP motherboards have this issue, which makes them fall apart easily. Just search around, there computers are crap). Anyway, I sent in the computer twice, the first time they just reinstalled windows but left the motherboard with known issues installed, the second time they replaced the motherboard with another motherboard of the same exact type (Even though they knew they were prone to breaking). At this point my computer was out of service for nearly 20 days due to sending it in repeatedly. HP then had the nerve to ask me to send it back again! They said "Well it's out of the normal warranty, but we've extended the warranty by two years" as if they were doing me a favor! They had to extend the warranty because there is class action lawsuits popping up over their PC's and way too many complaints. Before they became complete lemons they tried to cover themselves.
Anyway I filed a Better Business Bureau Complaint after telling HP I wasn't sending in my $1500 laptop for a third time! They basically blew me off.
Here is my full Better Business Bureau complaint against HP. Take my advice, buy a different brand, you'll see why below: I am so pissed my plans are to post this 1000 times on various forums and to build an HP Sucks Website with my programming and design Skills.
Complaint Description Posted To BBB - Posted 6/2/2009 9:49:19 AM
This problem extends nearly 2 years! In September 2007 and October 2007 my wife and I had to send a laptop back to HP to be repaired. The unit in question the HP Pavilion DV9000 CTO was known to have a bad motherboard which was to be replaced with a new motherboard model that would not have compatibility issues. On the first occasion they simply did a software reset and sent the item back, on the second occasion they replaced the motherboard with the EXACT same motherboard type originally in the device even though it was known to go bad in a relatively short period of time. They also did not update the bios to even try to fix the actual problems. Now still under warranty in 2009 (The laptop has so many issues with the motherboard they had to offer an additional 2 years on the warranty) they want us to once again send in the laptop for repairs and another motherboard. This has created a loss of wages as my wife uses the device for work and it has already been out of her hands for almost 20 days in total when shipping and repair times are included. HP has in no way attempted to actually fix the device instead relying on old worthless products.
Hewlett Packard has continually accepted a laptop back from me that has motherboard issues. The motherboard type is known to be defective.
Replace the laptop with a working device (same specs or higher) with a non-defective motherboard and have us send the old laptop back at the time we receive the working device so there will be no lost wages from my wife's engagements. Or Offer a local service call to fix the issue by replacing the motherboard and wireless card with non-defective offerings.
Company's Initial Response - Posted 06/23/2009
Hewlett Packard's Executive Office sent Mr. Johnson an email on 6/18/09 requesting the product #, serial #, proof of purchase and service ticket # (if he spoke with Tech Support). This information is necessary to review the warranty status. This information can be sent to cynthia. firstname.lastname@example.org.
Initial Response Summary
Hewlett Packard's Executive Office sent Mr. Johnson an email on 6/18/09 requesting the product #, serial #, proof of purchase and service ticket #.
Consumer's Rebuttal - Posted 06/23/2009
The most recent Service Ticket Number is (Remitted for identity protection. HP Pavilion DV9000 CTO - S/N=Remitted for protection P/N=Remitted - HP has already called from corporate and received the Ticket number which has all the device information. The most current ticket is under my name
Company's Final Response
Company's Final Response - Posted 06/25/2009
Hewlett Packard's Case Manager Rodney spoke with Mr. Johnson on 6/2/09 to advise him a repair per the Limited Enhancement Program is the only option on a notebook that is over 300 days out of warranty. Mr. Johnson's last repair was November 2007. Mr. Johnson received a box on 6/3/09 per FedEx #(Omitted). Mr. Johnson advised the Case Manager that he wasn't going to send the notebook to the Repair Center. Mr. Johnson advised the Case Manager he wishes to pursue this legally as he does not want to have Hewlett Packard fix the machine. There are no other options available except the repair per the Case Manager.
That's the end of the BBB Complaint. Basically HP has NO ALTERNATIVE TO FIXING A LEMON DEVICE OTHER THAN TO REPAIR IT 3 TIMES. They will also NEVER escalate your claim. NEVER NEVER NEVER according to their own words listed above. They also will not offer expedited fixes on a third repair. That's right folks be ready to wait 14 days!
Look for this same post 1000 more times and I'll post my new HP complaint site shortly.
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Inferior Product and Atrocious Customer Service
Posted by Amanda on 2008-01-22
40324, KENTUCKY -- In May 2007, I purchased a HP Pavilion dv2000 Notebook. In early November the Notebook stopped working and was sent to Hewlett-Packard for repair. According to HP the problem was "1/NO VIDEO..REPLACE MLB 2/OPTICAL DRIVE CAN NOT MOUNT...REPLACE OPTICAL DRIVE." It was repaired and returned to me a couple of weeks later (November 30th, 2007).
Then on December 11th, 2007 the Notebook stopped working again, and again I sent it to Hewlett-Packard for repair. This time, according to Hewlett-Packard the problem was "NO BOOT==>MLB. However, the Notebook was in Hewlett-Packards possession from December 12th, 2007 until January 22nd 2008. I made numerous telephone calls to HP Customer Service to get a status on the Notebook, but to no avail their service department could not locate my computer by the Customer Service Number or Federal Express Tracking Number. It got to the point where I started writing down the names of each individual I had spoken with and a synopsis of their explanation in regards to my notebook.
On each occasions when I called the 800 number I was connected to another country, and transferred numerous times. Between Customer Services and Technical Support, I was bounced back around back and forth. After becoming irked, I demanded Hewlett-Packard's Corporate number, so that I could write a letter and voice my dissatisfaction with their product and service. (Of course Corporate Headquarter's mailing address is unavailable to the general public.) Finally, I was bounced over to a Case Manager located in California. I was told that HP would look for my Notebook and either repair it or build me a new one. In addition, the warranty would be extended for another year. What good does an extended warranty mean if the Notebook is constantly breaking down? Under the extended warranty it seems that the Notebook will spend more time in their service department than with me.
However, it seems that Hewlett-Packard does not care whether their "out sourced" employees are unable to communicate effectively with the general public or that computers get lost/misplaced while in their possession. Imagine a customer service rep having to "spell the words" they are trying to say. For example, the rep had to spell the word "issue" in order for me to understand what they were saying. I could hear what the rep was saying, but I barely understood them. When I told the rep I couldn't understand what they were trying to convey, people in the call center started yelling and screaming insults in the background. Moreover, imagine calling a case manager and being told that they "just stepped away from their desk or they are on another telephone call." Anyone who has worked in an office environment know the office poli-tricks in order to avoid a customer.
Hewlett-Packard is very much aware of what is going on. They know that their products are built with inferior parts, and yet they will not do anything to alleviate the frustration and burden they are placing on the consumers. Other than "we will fix it so that it can break again" Hewlett-Packard will not address the "issues" regarding the lack of communication with their reps. In other words, Hewlett-Packard is bending some of us forward and some of us backwards having their way.
Nonetheless, upon receiving the Notebook (1/22/08), I learned that now the DVD drive does not work. Which means I will have to send the notebook back to Hewlett-Packard for the third time. Thus, I purchased the Notebook in May 2007, and from November 2007 to January 2008, the HP Pavilion dv2000 Notebook has either stopped working or malfunctioned three times.
It is my wish that enough consumers join together and initiate a "class-action suit" against Hewlett-Packard. They are selling the consumers "inferior products as well as providing atrocious customer service."
When it is all said and done, everyone of us who allow this type of business practice to carry-on, we are responsible for permitting and therefore promoting it.
When will this Corporate Nightmare come to an end?
A Steamin Consumer
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Worst Computer Ever Owned
Posted by Gene on 2012-05-05
From day one this computer has frozen with no warning or reason. It would appear to be at worst while showing video IE. Netflix or utube. but will also freeze up with just the desktop open. I have opened at least 4 cases with HP support for them to tell me there is nothing wrong with the computer. My last call to support I asked for a return auth. number to return the computer for repair. The tech support person informed me that was not possible as they can find no fault with the unit.
I am now waiting for a call from a supervisor from customer service who will determine if I can send back this computer for repair.
I am assuming there will never be a repair for this computer and I will eat the cost and find something else or have one built.
The lesson learned here is NEVER buy HP. They will not honor any warranty, nor do they give a crap.