HP customer support is a sick joke
I purchased a Pavilion notebook in Oct 06. In July 07, it quit. I sent the unit to HP, via Radio Shack, to be repaired under warranty. Because HP lists Radio Shack as an Authorized Service Provider, I assumed this was fine. After more than a month, I called Radio Shack to see where my laptop was, and they called HP, who said they could not repair my notebook and offered me a refurbished Pavilion dv2120. This unit arrived over 7 weeks after I had first turned the original unit in. I got it home and realized that the entire set of "quick-play" buttons was inoperable. HP tech support told me to send it back in for repair, which I did. I then called HP at 800-752-0900, to see if I could talk to someone about getting a new unit (not a refurbished), or other reimbursement. The first person I talked to took my info, heard my story, and said she would transfer me to a case manager.
I was connected instead to the lowest level of tech support. I said I was holding for a case manager, and that I needed to be connected to someone else. He connected me to a blank line. I redialed, gave my info again, told the story again, and was reconnected, again, with the
lowest level of tech support, who asked me once again for my info, my story, and then did finally manage to bring a case manager on the line, who wanted the serial number for the refurbished computer, which I did not know, having sent it in the day before. Then he informed me that my case number was connected with a computer registered to someone else.
Then he said that because I had sent it in through Radio Shack, I would have to talk to THEM, and that calling HP directly would not do any good unless it was about a repair. I am sure I sounded as dumbfounded and angry as I felt. HP WOULD NOT help me resolve an issue with my in-warranty defective product(s) because I used an Authorized Service Provider to mail them to HP? What? At that point I sent an email to HP CEO. A few days later, having received no response, I called Radio Shack the lady there told me they were just the facilitators. She called HP and they again, offered me a refurbished replacement which I accepted. A few days later I received an email from HP which gave me some hope that my cased was being reviewed.
Meanwhile, the second replacement laptop arrived at my local Radio Shack. When I went to pick it up, I noticed it was a 17" model. I had specifically requested a 14.1 inch. I had Radio Shack send it back. I then received an email from HP with a number and "passcode" for HP in California. I called them today. As soon as the "customer service" agent heard "Radio Shack" he refused to hear anything else I had to say - he didn't even let me explain the issues. He said that HP had a contract with Radio Shack and could not help me directly, that I would have to go through Radio Shack. When I told him that Radio Shack said they could not help because it was an HP product, and that I was looking for help from HP - the manufacturer of the product - he said, too bad. HP will not help. I explained that I thought Radio Shack was just sending it to HP for me - he didn't care. "They should have explained it to you", he said. He got quite snippy, actually, interrupting me multiple times, and I was almost in tears. He refused to let me talk to his supervisor.
I asked several times to talk to someone else; he said I was welcome to call back, but I would get the same answer. HP will not help. I will press Radio Shack next, but I have little hope. Due to HP's lack of customer service, I am still without a computer - almost 3 months into this debacle. I will never buy any HP product ever again - buyer beware!