Hewlett-Packard Company Complaint - Extremely poor customer service
FOREST, VIRGINIA -- With my computer still under warranty with the company, I began having problems almost immediately. However, since I use my home computer very little, usually for minor work duties that I don't finish at work, like scheduling employee hours or figuring budget ( which doesn't even require an internet connection), I really didn't bother with it until it became really troublesome. When I did finally call customer service it was almost impossible to understand the tech support person on the other end. After struggling with that and after several request to speak with a supervisor, I was finally given a number I could call to reach senior Case managers. ( it appears that they don't like to give this number out until you finally become extremely angry and hateful with the lower management team, which I hated to do but it seemed the only way to get help. 1-877-917-4380 ext 79 is the number for those of you unfortunate beings who own one of these computers and are struggling to get help.)The first gentleman I spoke with was very helpful and sent me the software (he thought should have come with the computer) and should fix the problem. when it didn't I phoned him back and to my surprise he no longer worked for the company. OK, I get a new case manager. She was not as helpful as the first gentleman, but she did however, allow me to send my computer to them for repair at their expense.
I came back supposedly fixed...NOPE...not repaired so I tried to call the young lady and guess what...right she no longer worked for them..again a new case manager...computer was sent back again for a second visit and returned working fine but that only lasted a few days and same problem . I called again ( oh yes she actually still worked there) she tried to explain to me how they have been unable to locate any problem with my computer, and my response was ," well the repair center feedback has indicated that the computer was repaired, the customer problem was duplicated during full diagnostics. How can that be if there was not problem? She proceeded to tell me she did not know why the previously checked that box on the feedback. Huh, that kind of peeked my curiosity a bit. After she became aware that I had indeed taken out a three year extended warranty with best Buy the place I had purchased it from, she tried to convince me to take it there. I knew HP had a policy that if they tried to repair it three times and failed, they would replace it, so I declined the suggestion, and reminded her that although my warranty with them was about expired the problem had been ongoing for months and was yet to be resolved. I sent it back to them again at their expense... well I received it back today and the repair center feedback indicated No Trouble found, that was funny because it appeared to never have been removed from the bag it was enclosed in for shipping, ( you see I suspected that this would happen given the fact that they now knew that I had an extended warranty, and would most likely want to wash their dirty little hands of it), I had folded the bad in a certain way, and to my surprise it was returned to me folded EXACTLY that way. I took it out, and it won't even turn on now...a little odd, so I called one more time and of course they deny, deny, deny.
Customer service stinks with HP their computers are of minimal quality and I don' recommend them to any one. They do not stand by their word, they pass the buck and they just don't care.
It truly is pitiful, I am ashamed to have purchased this product and will never buy HP again. also I have informed everyone I know and work with of this experience, also my company just purchased 17 computers and not one of them was an HP.. I guess word of mouth does work. Hopefully the people I know will tell the people they know and so on and so on.