Hewlett-Packard Company Informative - How to get service (revised Dec 2008)
Revised: Dec 5, 2008. I've tried to give readers hints as to how to get good hp service (as shown below) but have now given up. The company can't seem to be able to keep their service consistent so I'm now recommending that you consider purchasing future computer products from other sources. The following is from my original writing, it may or may not work anymore: I retired after 34 years of servicing HP computers. Here are the steps you should take to get service from HP?
STEP 1) call their help desk and log the call. You will be given a call number and the first name of a technician - save these on a note pad with date and name of technician. There is a 90% chance that this person will be from India. I know this is difficult for some of us to accept but please allow them to attempt to fix your computer; it's not their fault and having techs from India isn't going away anytime soon. If your computer is out of warranty expect to pay a fee for technical help - this is normal. Allow them to work with you in troubleshooting the problem. Even if you could replace the part HP will not mail it out to you. They will ask you to mail the computer in for repair. If a laptop then they might provide a shipping box for FedX to pick up.
STEP 2) If you end up making multiple calls to the help desk or have ANY PROBLEM with the person you are speaking with ask for a backline technician; this will be a person from the United States. If you receive your computer back from HP and it still doesn't work or are at the point of total frustration then ask for the Presidents Email Address and send a short email with only your frustrations - DON'T give all the details of your computer problem. The President won't read the email but will pass it on to a team of individuals who will call you and discuss your frustrations. Be nice to the person who calls you as it isn't his/her fault that you are so frustrated. In fact, hopefully he/she will be the good guy in all of this. Make sure you give them the impression that you are seriously thinking about never purchasing HP equipment again.
STEP 3) Don't ask for a replacement computer, let it be HP's idea. This is the quickest way HP can cool down an unhappy customer and I have seen it happen over and over. With all the models of computers that HP sells it is very possible that yours will be out dated and they will send you an upgraded model. I've often times seen where HP sends out a computer that is worth twice as much as the one originally purchased.
STEP 4) If you don't receive satisfaction from HP after all of this then think about purchasing from another company in the future and don't forget to publicize your experiences using MY3CENTS so the rest of us can benefit from it.