LONDON, UK -- Finding myself needing a new printer in February 2015 I looked at a number of makes and models, amongst which I liked most a Hewlett-Packard one but it was a bit over my budget. However, I found mention of a £40 Cashback offer if I bought direct from HP, although there was conflicting information online as to when the offer ended. Some pages said 31 January, some said 30 April.
At this point the complexities of dealing with HP should have warned me off them. If you look for information on their web pages you find yourself going round and round in circles, likewise if you try to find out how to contact them. Eventually I found a suitable phone number whose operative confirmed the offer had been extended to 30 April, and I was given another number to call for re-confirmation.
I ordered the HP printer as it was now more affordable to me. Delivery was prompt, and I heeded the advice to register it, doing this the following day. No invoice was received, I had to email HP to ask for one, and there was no further information about the Cashback, but I felt sure I would be contacted. When this did not happen, I uneasily searched again for information online, where I found nothing concrete, just vague suggestions that one had up to 60 days to claim.
Eventually I started sending emails of inquiry to HP. The replies to these always directed me to different departments until one day I was given the phone number for printer cashback, where a man told me I should have registered for the Cashback. The one I had completed was just to register the product, it seems. This was news to me, but there was little response to my remark that my psychic powers must have deserted me. (I must add here that I have not spoken to anyone on a HP phone number whose first language was English.)
Following his advice, I emailed full details which, I was told, would be presented to the head of department for consideration. By return of email 5 days later, I was informed there were "rules and regulations to the promotion" as detailed in an attached 5-page pdf of T&Cs, and I had not met the terms of contract as I was now outside the registration period. My further email of protest has not been replied to, they appear to have chosen to ignore it. So don't be taken in by any such offer. Take the higher price as being what the goods will cost you, for it is my opinion that they intentionally set out to make it as difficult as possible for you to get any Cashback.
On September 9, 2011, my PC, HP Pavilion Elite Desktop stopped working. I called into the 1-800 HP Invent line and was told that the PC no longer has any warranty. I was informed by the gentleman on the phone that he could repair my pc if I paid for either a one time or year warranty. I asked, "What happens if you are not able to repair my pc?" He replied that he would refund the charge. Against my husband's wishes, I agreed. After a few minutes, I was informed that the motherboard had gone on my PC. The call went on, whereby I tried to purchase a new PC, however the wait time on the Canadian line was much too long, and I opted to purchase an HP locally.
However, before I hung up on the call, I asked the man (who had told me he was from Calcutta in India) when I would receive my refund, since he was unable to fix my pc. He replied that he would process it and that I would see it on my next statement cycle. After purchasing a new HP pc last week, I called in to your 1800-HP invent line and was told by another person, that the refund was not done and he said that he would do so.
I then received a call back today from a man by the name of Richard regarding case # ** who explained that the charge that I was charged will not be refunded and that basically I should have known that these charges are never refundable. I explained, that is why I specifically asked what happens if my pc is not able to be fixed. It was only after the gentleman from India explained that he would refund my money if that happened did I go ahead with the service. Richard then went on to say, "What? You expect people to do this for free?" That is not what I expect, but I do expect that people will live up to what they say.
I asked Richard, "how a company can have employees state one thing and do the opposite, is that was HP stands for?" I encouraged him to go back and listen to the conversation, as I was told that my call was being recorded at the time. Richard's only concern was that I be told that I would not receive a refund. Am I naive in thinking that a company stands behind its employees, when an employee states something, or is this how HP does business these days? I am writing this letter with the hope that it saves other people the hassle and shock of how a company can promise things and do the opposite. Just a customer... I would hope this still means something.
I ordered a new computer for my son through HP website. I called and spoke with a sales person. Once the order was completed, I waited for shipment. When I received the order, the Xbox was missing. I called HP after 1.5 hours. The issue was resolved and HP shipped the Xbox. When my son opened the computer, the new computer was defective. I called HP. Immediately I was informed we had to go without a computer for several days. I asked them to ship us a new computer so that my son would not have to go without. The representative said the only way to do that is to process a new order charging my credit card.
I asked to speak to a Manager. The Manager refused to help. After 2 hours, I agreed to send the computer back following your unfriendly customer way. I looked the order up online, I found my credit card was charged $3.18 for the return. I again called HP, asked to talk with a Manager. I told him this has been nothing but a hassle on the customer's part. He refunded the 3.18 and rounded the credit up to $15.00. Great customers service, $11.82 for my troubles. Now I see my Build Date is August 3rd. No priority on the order. I am embarrassed on your part.
I run a small business where I do repairs and consulting. I have recommended HP Workstations and Servers in the past, no longer will I do so. You lost a loyal customer. I received a phone call from Andy, no last name. I thought we had a resolution to the issue. Andy ask that I speak to him and no one else. The day after my conversation with Andy, my credit card was charged again. I called Andy on Friday, he stated that he was on the phone with another customer and asked if he could call me back. I said yes. Today is Monday 5pm eastern time, Andy has not returned my call. My credit card is over charged, my son has not received his computer. Do I need to take legal action?
OK, the HP TouchSmart looks high tech, and has some great features, but... The first TouchSmart I ordered was pretty much dead-on-arrival. It had so many problems that even Indian tech support was surprised. After spending a good 30 hours on the phone with tech support, I finally convinced someone that the computer had to be returned. I was talked into getting a replacement and accepted the offer.
The replacement worked for about a month and then developed a problem that prevented it from booting. It never got the blue HP startup screen. I spent another 20 hours on the phone with Indian tech support - running diagnostics (multiple times), updating the bios (multiple times), unplugging peripherals (multiple times) and nothing work.
One tech wanted me to reformat my hard drive - even after I told him that the problem occurred even when booting from a diagnostic DVD that did not invoke Windows. Another tech suggested I unplug the computer when not in use and then plug it back in to use. Seems that something stays charged when the computer is left plugged in that prevents booting. That worked, but obviously wasn't solving the underlying problem. Many more hours of my time on the phone got me to a case manager in Canada. By then the 30-day return option had passed so the only option I had was to get it repaired.
"Luckily" I purchased a 3-year in-home repair contract and HP sent me a new motherboard and arranged for a technician to do the board swap. I used the quotes because it turns out that motherboards in TouchSmarts can only be replaced in the factory. So what good is the in-home repair contract?
I sent the computer off to HP and it took more than 3 weeks to get it back. The good news is that they didn't reformat my hard disk which was a possibility. The repaired computer worked for exactly 2 days and then stopped booting. So I'm back to unplugging it and left a message for the case manager to call me.
Given that 2 separate TouchSmart computers failed and that HP cannot repair them, my guess is that the TouchSmart was either poorly designed or the Chinese factory that builds them has little or no quality control. Stay away from HP, and save yourself a lot of grief.
My laptop that I purchased on 03/18/10 from Office Depot in Asheville, NC. Within 3 weeks my optical drive didn't want to read certain cds and I had to get cds from HP to reformat my computer because my hard drive didn't have the partition that it was supposed to have! I even had a Tech Support member from HP remotely go into my system to find out this issue. He stated there was something wrong with my system and decided to send me cds free of charge! 2 Months later and numerous calls to HP, I was still having the same issues. Well then on 06/29/10 my wireless card decided not to allow me to get on the internet with any ISP or networks!
On 06/29/10 I called in and they told me to reformat my computer and I advised the tech that I couldn't do that since the optical drive on my computer was going out and there was no way to do it from the hard drive. Well listening to the tech, I reformatted my computer and during the process my laptop restarted and stated that windows could not be installed. I had to call back into the tech support once again to get a box to ship my computer off because that the new tech couldn't get into my system nor could I. I lost all of my personal information and such! On 07/01/10 I was told I was getting a box on the 2nd business day.
Well on 07/06/10 I received my box I shipped my laptop off on 07/07/10 and HP received it on 07/09/10 which was a Friday. On Monday 07/12/10 they was shipping my laptop back to me and I received it today 07/14/10 only to find it not working like it was before I shipped it off! I am still having the same issues with this computer. I have been on the phone for 4 hrs today so far with HP! I demand a new computer or my money back!
I purchased this computer for business and personal use and have lost a good amount of money not only because my laptop isn't working but also because I am burning up minutes on my cell phone plan due to techs not listening or communicating with each other. I keep going in loops and there is no other option now but to report it! I haven't had a properly working laptop since April and I purchased it in March and it's now July!
I bought my daughter an HP Netbook for Christmas 2009. She needed it for school and had taken perfect care of the computer. At the beginning of March 2010 she brought the laptop to me and said the enter key came off. I called the service line and was told that I would need to ship the computer to HP for repairs and it should only take 4 to 6 days. He gave me a return number and said he would ship me a box to return the laptop in but I had to pay for shipping. Shipping cost me $85 for the repairs. I was informed that they were waiting for the part and I received the computer back on 5/5.
When I received the computer, the screen was messed up and looked like there were lines under the screen and there was a chip on the front cover and scratches all over the top. When this was sent in it was in brand new condition and now you can't even see the screen. After 3 hours on the phone with the service department (who if they spoke and understood English would take half the time) and after being transferred from person to person I finally had someone who said they would ship me a box and they would pay for the return shipping.
After a few days I got the box and returned the computer for the 2nd time. On 5/20/10 I received the computer back from HP. The screen was repaired, but there were more scratched then before and the chip was still on the top cover. I called and asked to speak to a supervisor, then a supervisor who spoke English and after 3 hours and 4 disconnected calls I finally reached Ty in their escalated claims department. He told me to take pictures and e-mail them to him, which I did and he would send me another box with a prepaid label to ship the computer back again.
I received the computer back today, 6/4/10, it has been three months and each time the computer comes back in worst shape then when I sent it. It now has 4 holes in the top of the cover, more scratches and the screen is messed up. I called Ty and he told me he never got the first set of pictures (he also never called me to tell me he had not received them) so I resent the pictures and sent him new pics on the additional damage. He was going to call me right back and has yet to do so after 3 hours.
I own an appliance repair company and was in the process of purchasing 15 netbooks for our techs. I am no longer looking at HP for that purchase. I would never treat a customer this way. This is the last HP product I purchase.
I recently called HP because the hard drive on one of my desktops failed. The computer was about six years old and I was really just inquiring about whether or not I could purchase another hard drive directly from HP. I was told by the agent that I could purchase the hard drive for $280 which I declined. He then offered a laptop for $299.99 which I also declined. He then went on to offer a service contract for $150 for 18 months that would cover all hardware issues. I decided to take him up on this offer.
Unfortunately, I was disconnected from the call. I immediately called back and got another agent and I explained my that I would like to be connected to the last agent (since he already had my credit card information) to complete my transaction. This agent totally ignored the fact that I asked for the previous agent and said he could process the transaction for me. Was I surprised when I got the e-mail for the contract and it was totally different than what the first agent offered. This contract was for $99 with phone support only!
I immediately called HP again and got another agent who said that the contract that was offered to me should never have been offered because my equipment is too old. He talked with a supervisor and said a refund had been approved and my money would be be in my account within 24-48 hours. I checked my account after 48 hours had past to see that the refund had not been processed as agreed. I called back again and got another agent who said that a supervisor would call me back within 2 hours. When I hadn't received a call after 6 hours I called back. I immediately asked for a supervisor only to be told by the agent that he could help me.
I explained that I had already been told by another first level support agent that he could help me only to still not have my money refunded. This agent told me that all the supervisors were handling other calls and could not help me right now. He then opened a case with a "case manager" who would call me back on tomorrow. I don't have much faith that that is going to happen. I have purchased about six desktops in the past and they have all been HPs. Unfortunately, this experience has been so bad that no future machine will ever be an HP. I don't want to have to revisit this experience again.
I have an HP notebook that has a cracked LCD screen. I called customer service center (unsure of location) to see if it was covered under my warranty. I talked to a representative. He informed me that it was not covered but if I were to buy their accidental coverage plan that I could send it in and they would repair the screen for no additional cost. I did not have my credit card on me at the time so he set up a call back for the next day.
He informed me that after I purchased the plan to inform the representative that I needed to send in my computer for repair. I asked him several times on the call if I was guaranteed to be able to send it in after the purchase, he told me every time that I would be able to. He even spoke with his supervisor, and the supervisor approved it.
I received my call back, ordered the accidental protection and then informed the representative that I would need to send my computer in for repair. The representative then informed me that I was not able to do so. I then asked to speak to her supervisor.
He informed me the same thing as the representative even though the first representative had guaranteed me several times that I was able to do so. He then informed me that I have two options, I could keep the accidental coverage plan, but I wouldn't be able to use it on the repair of the screen. Or I could cancel and receive my money back. In his words "It will be like you never bought it." I took this to mean that my account would be credited right away. Later in the call he informed me it could take up to two billing cycles to receive my money. I asked what will happen with the guarantee from Dennis.
He responded that he will be reprimanded for it. All in all my problem is that I was promised one thing by a representative and told another thing by a different representative I was guaranteed that I could buy the accidental coverage plan and use it for my LCD screen. I am also upset that HP can take your money out of your account in just a matter of seconds and it can't be returned to you until a couple of months pass. I would just like to inform others about their bad customer service. I don't wish this to happen to anyone else.
After having problems with my computer, I went to use it one day and the screen was blank! I immediately took it to our computer repair guy in town, and he informed me that there was nothing he could do to fix it. While trying to fix it, he had looked into the problems he could find (keep in mind that he couldn't even see the screen) and found out that there were 7 different recalls on my computer model. I called HP today and they told me that it is not their responsibility to "search for the problem, it's to fix the problem when their customers inform them."
I registered my laptop when I bought it, and they were able to tell me the product I had bought without me telling them, yet they didn't bother to send us anything when the product was recalled. WELL, because I didn't call them soon enough (my computer is 2 years and 2 months old) they want me to pay $400 to get it fixed!
The same thing has happened to my brother's laptop, which is the same model as mine. The only difference is that theirs was at HP over the summer getting repaired, but they didn't do anything about the other recalls because nothing had happened with them yet-- NOW, they refuse to fix his laptop, because the problems didn't occur before the actual warranty was up!!
My family has bought over 12 HP desktops and laptops in the last 6 years (we are also business owners) and we all REFUSE to buy from HP after this experience! We talked to 4 different people from the company, one of them being a manager, and none of them were helpful in any way. The manager basically told us that we didn't know what we were talking about and that we were lying about what other HP representatives had told us! Bottom line-- I wouldn't buy HP again. Now that I think of it, they are losing out on a LOT of money from my family and our continuously expanding business!
I purchased my computer in March of 2007 from Best Buy. In November 2007 I had to return the computer to HP, because the wireless port would not work. I was told that the problem was with the motherboard. They replaced the motherboard, then lost my computer and returned it in February of 2008. Back in November 2008 the computer would not power up because it was not recognizing the power cord. I called and talked to their customer service dept located in India (the most difficult set of people to deal with). They told me that it was a problem with my power cord...
The wireless port went out again and then the computer would not boot up (total black screen), called HP and was told to that the charge is $400.00 and that I can take it to a local shop and it would be cheaper. Took it to the shop and was told that there was a recall on the computer because of problems with the motherboard and that HP extend the service warranty to 24 months.
Called HP and was told that my warranty ran out and that I should have checked on the website to see the warranty information before it ran out. I asked why didn't they email something to me since they have all my information...got transferred to at least 4 people who kept informing me that the warranty ran out and they can fix it for 265.00. I was transferred to a case manager James, who informed me that I need to show proof that I called/chat online to the repair people about the problems back in December 2008 (one of which I have on the computer that does not work).
He didn't seem to care about my concerns. I received case # **; service ticket # **. I will never purchase another HP computer and I am telling this story to everyone I know and teach, to prevent them from going through the same ordeal as I did.