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Hewlett Packard Company Support Ph# 1800 474-6836
Posted by David10512 on 01/09/2014
DIFFERENT LOCATIONS -- Dear Sir or Dear Madam,

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

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

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

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

     
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Posted by Old Timer on 2014-01-13:
Meg Whitman is doing for HP what she did at eBay. Screw the customer, raise the fee's, provide nothing in the way of support. Well done Meg.
Posted by Weedwhacked on 2014-01-13:
"First of all I have been a Hewlett Packard buyer for the past (3) computers, buying one every 6 to 8 years and had plan to continue doing so."

This statement doesn't really sound like what they want to hear. "Only" 1 computer every 6 to 8 years?" This isn't profitable for them.

Also if you were really "computer savvy" you wouldn't have paid a one-time fee of $59 for a virus removal. You were lucky that they gave you a refund the first time. What I can't believe is even though they couldn't fix it before, you gave them your credit card number AGAIN! Of course at this point its an elevated situation that enables them to keep your money.

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HP Does Not Disclose Full Costs of Repair Contracts
Posted by Mandahopeman on 12/30/2013
PALO ALTO, CALIFORNIA -- I contacted HP customer service for assistance with problems I was experiencing with my HP laptop. I was told they could help me for an annual charge of $50. I was NOT told that they would also charge $14.99 per month, so when that charge showed up on my credit card statement, I complained.

HP was completely unsympathetic and unhelpful; after several frustrating phone calls, I learned that I could cancel my "contract" with them for a termination fee of $70! I will not deal with a business that places hidden charges on my credit card. This is completely unethical. (Yes, the charges were mentioned in separate emails that were lengthy and filled with legalese. No excuse: reputable firms tell people up front what they charge.)
     
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Will NEVER Buy a Hewlett Packard Product Again. This Company Is Trash
Posted by Jillys2boys on 09/06/2013
I purchased a Hewlett Packard Pavilion g6 notebook for my son last Christmas. The notebook was barely used, and my son came to me stating a line on the screen had appeared . I had contacted Hewlett Packard and they provided me with a box to have it shipped and repaired. I received an email stating that the notebook had be received and that I had a two year warranty. One hour later, I received a call from H.P stating to repair the notebook, it would cost $300.00. H.P claimed an internal fracture had occurred and the warranty was void, leaving my notebook unusable.

I cannot believe that a notebook could be so fragile that if a person shuts the screen, an internal fracture can occur. The claims and customer service agents are condescending and I will never recommend any Hewlett Packard product ever again. Horrible product and horrible experience!!!!
     
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Posted by cmthru on 2013-09-06:
You will probably get mad at me but I speak from my own experience. I do laptop and desktop repair. The damage you describe resulted from a physical force. I have only once replaced a screen that was cracked on its on. But that was due to excessive heat by being left on the front seat of a car on a very hot day.The screen was shattered due to heat expansion. Slamming the cover down can easily cause a crack. If it was dropped or something was dropped on it may cause a crack as well. Suggest you ask your son again exactly what happened.
Posted by Weedwhacked on 2013-09-06:
I also fix computers and know that cracked screens are not covered unless you buy accidental damage insurance.
Posted by trmn8r on 2013-09-07:
Unfortunately, screen damage is in most all cases not covered.
Posted by Weedwhacked on 2013-09-07:
It can be a Sony, HP, Acer...if you physically damage it, its not covered.
Posted by madconsumer on 2013-09-07:
this is terrible. you buy a suspected quality laptop that has a warranty, yet they find any reason to deny warranty work. rarely have i ever heard a laptop was repaired under warranty. laptops should be sold "as is" since many manufacturers refuse to perform any type of warranty work.
Posted by Jessica on 2013-09-07:
HP is absolutely the worst brand of computers I have ever dealt with. About ten years ago our brand new HP computer crashed and we couldn't get it to do anything. It was under warranty and after they sent us two separate replacement computers in a three month time span and they both malfunctioned, we switched brands and have never had a problem since.
Posted by John Nicholson on 2013-09-07:
I, too suggest you have a chat with your son about what really happened. Either the laptop was dropped, causing the damage or the cover was slammed down with force---as in someone getting really upset/mad at something that happened on the computer, etc. I have been frustrated more than once by something gone awry and slammed the cover down in anger. Luckily, not with enough force to cause damage. In any event, don't blame HP.
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New Printer by HP Has Huge Issues
Posted by Hotmailrhonda on 08/09/2013
CONNECTICUT -- My office purchased the above officejet June 19, 2013 At first when I bought it and hooked it up it would not connect via the USB wire so I had to call in and spent most of the day trying to change things around so that it would be hooked up through the wireless. Then I came into work on July 8, 2013 and the printer would not work at all. Called and spent most of the day with tech support and they could not repair the problem so they shipped me a new one. That, I received the next morning hooked it up and spent a better part of the day getting that one to work.

Now, approx a month later Aug 8, 2013, the new one they sent is now telling me that there is an obstruction in the Ink access door (there is nothing there ) I was on the phone with Tech Support again All day trying to fix this new problem they finally said they would order me a new one and it would be shipped the next day well today is the next day and I still do not have it now I'm being told Monday. This machine has Huge Firm Ware/software issues which tech support will gladly address but you will be without a printer for as many days as they so desire..........I did explain I work for a Law Firm with time sensitive documents and was told that if I wasn't happy I can buy a contract with their representatives so someone local can deal with it... welcome to HP - Oh and by the way when you ask to lodge a complaint they just put the information in their database for statistical purposes.

     
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HP Computer Tower Not Working
Posted by Joyceespo14 on 06/28/2013
After calling Verizon(it was not their problem). they gave a number to call for HP. Little did I know it was someone in India. After spending 1-1/2 hours on the phone with both Verizon & HP the technician told me that since my computer was bought in 2007, I should buy a new one. I did find a friend who knows about computers(maybe you should hire him) The problem was that I needed a new power source box for the computer tower and now it works. You should train your technicians so they might know what they are talking about. Maybe someone in the USA instead of India.
     
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Posted by Tezrien on 2013-06-28:
To be honest you probably paid more than a new PC for the power supply to be bought and installed in a 6yo computer. Unless of course a friend did it for free and transplanted the part from a dead machine.
Posted by Weedwhacked on 2013-06-28:
Replacement power supplies could be as cheap AA $25.
Posted by D on 2013-06-28:
To Tezrien-
To replace a power supply is normally only $93, I don't know where you can get a new PC for that do you??
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Stay Away From These People They Hire Untrained Personnel. They Erased Everything All My Data Without Permission!!! SHAME on YOU
Posted by Mrg437 on 06/13/2013
I contacted HP about my laptop...they clearly performed what is considered illegal and violates company policy. They reset my computer to its original state and erased all I had, I mean I lost everything. They know they messed up but they do not want to pay for their negligence.
     
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Posted by Weedwhacked on 2013-06-13:
Depending on what was wrong with the computer sometimes the only way to fix it is to restore it to factory settings. Where does the "illegal" part of your claim?

Don't you backup your computer?
Posted by trmn8r on 2013-06-13:
When you have anyone work on your computer, there is a risk of losing your data.

Do you have proof they they acted in a negligent manner? Illegal?
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Horrible Service, Web Site Very Hard To Use, Consumer Service Horrible
Posted by Nedrefce on 04/24/2013
CLIFTON, VIRGINIA -- I own 5 HP products I will never own one again. I will go to Dell. Service better, stand behind their products and you talk to knowledgeable staff. The HP computers do not come with back up programs even though you pay for the programs. They will not supply them and they are suppose to be in you hard drive but they will not down load.

So you have to repurchase them from Microsoft. Rip off or you can pay them for their time and it still will not be fixed.

Very unhappy business down for a week now.
     
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Posted by trmn8r on 2013-04-24:
Ha - good luck with "Dell". I would sooner write my documents by hand and communicate via smoke signals than give a penny to that horrible organization.
Posted by FoDaddy19 on 2013-04-24:
Generally speak system recovery discs have to be made by the end user these days. It should be one of the, if not the first thing you do upon booting up the computer for the first time. However if don't have system recovery discs and you experience problems that necessitate formatting the hard drive, then you can still buy a set of recovery discs from the manufacterer for a nominal fee (usually around $30-$60).

Windows Vista and Win7 have a built in data backup utlity as well.
Posted by Obsfucation on 2013-04-24:
Dell??? lol...talk about biting off your nose to spite your face! Compared to Dell, HP is the gold standard of support.
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Good customer service and products
Posted by Brunildara on 12/16/2012
Dear H. P.:
I am wondering why so many bad comments about your company. You are the best company for where I can buy any of your computers. I always used HP computers. People just don't have anything to do. They don't realized that no other computers are the best as HP. Good Customer Service and good products. And good softwares too. Thank you

Sincerely yours,

Brunilda Correa

     
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Posted by ok4now on 2012-12-17:
It's nice to hear that you were happy with your HP buying experience. Read the reviews and there are many dissatisfied customers. High product failure rates and poor customer service. I would never take a chance with one of their computers.
Posted by clutzycook on 2012-12-17:
Functionally, I've found that HPs aren't a whole lot better or worse than other computers. The problem with HPs is once they go, they go. You can't upgrade them and you can't replace parts, per se. My husband had an HP a couple of years ago and he wanted to upgrade the video card and power source. He ended up basically destroying the machine in his vain attempt to get this hardware installed (my computer ended up becoming the beneficiary of his attempts, lucky me) and he bought himself a new computer (not HP).
Posted by Momto6dogs on 2013-02-11:
I too have bought HP for years, but I had to send my 5 month old desktop back after being spoken to very rudely by the tech support supervisor. It is my opinion a company is only as good as its customer support network.
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HP md2000h external hard drive won't mount on USB
Posted by Me968 on 11/24/2012
This POS just won't come up on USB, no matter which computer or port you plug it into. Known good USB cables and wall warts changed out and didn't help. It needs a driver, not a manual, yet HP doesn't list one on its website...it just lists a manual.

Thanks Meg Whitman. What a waste of money on a brand where this never woudl have happened in the past.
     
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Posted by leet60 on 2012-11-24:
When you have the drive attached if you click on "my computers" is the drive listed? Have you tested the USB ports with other devices to ensure the USB drivers are working? What operating system (version of windows) are you using? If you could provide more details, it would help in determining your problem.
Posted by madconsumer on 2012-11-24:
i had this same issue with a usb drive i tried to use as well. a friend gave me his drive to use, and my xp64 would not mount it. i finally discovered the drive did not work with my os.
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Do Not Purchase a Hewlett Packard Computer
Posted by Katie1 on 08/22/2012
SAINT CLAIR SHORES, MICHIGAN -- I have had nothing but problems with my Hewlett Packard computer since I purchased it. I have had to speak to their technicians and after hours of trying to solve the problem my computer totally crashed. They stated they would call me back and they did not. Extremely hard to understand their technicians in India. They sent me recovery discs that did not work. I sent in my computer and after 2 weeks I received it back and it is worse than ever. How can this happen? I can not afford to purchase a new computer to replace one that is less than 2 years old. No one uses this computer but me an adult. I had 2 Gateways that lasted for 8 and 9 years. If Gateway hadn't been sold I would have purchased another Gateway. Please do your research. Very poor quality and extremely poor technical follow up and help! HP if you want to contact me you will have to use the mail since I can not get into my e mail.
     
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Posted by Mario The Great on 2012-08-22:
Gateway was sold in 2007 and it bought eMachines prior to that. Computers are computers. They all have their flaws, regardless of manufacturer. It is unfortunate that you received a computer that isn't working properly, but you'll need to follow up with them since you apparently have an extended warranty. I wish you the best of luck.
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