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Hewlett-Packard Company Complaint - Extremely poor customer service - HP A1110N

HP A1110N - Complaint
Review by Sandy1260 on 2006-11-22
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 sevice 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 unforunate 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 bacame 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 recieved 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' reccomend 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.
Comments:
Posted by PassingBy on 2006-11-22:
What's the exact problem? You don't explain that. Might not be the PC at all which would explain why it comes back with no problems found. Too many times it's the software that's defective.
Posted by KenPopcorn on 2006-11-24:
I agree with PB. Without knowing what the nature of your problem is, it sounds like they gave you pretty good service.
Posted by isucceed on 2006-12-01:
Hey, Didn't you read what the woman said? how can you say they gave her pretty good service. Sounds like they are trying to deny there responsibility for there terrible product. I have had the same problems and more. too much to go into at this time but I agree that HP has terrible customer service and shame on them for sending the jobs to India. this alone is enough for a boycott. Anyway, let me say that I just went to edit photo's with Hp's Photosmart premier and there was a software error all right. It didnt work and it would not even shut down. It put me in a perpetual loop with pop up warning windows. even the x would not shut it down. I had to cntrl alt del to shut er down. so now i call them and they want $60 to fix it. puter is still under warranty. And It was supposedly re set up to factory setting because of another problem I had previously they could not fix on the phone, so they paid to have it sent to them. I tried to use the application recovery application and guess what? that did not work. I mean the window for the application recovery came up as a "ghost window" so it was useless. no controls visible. I could see through it to my desktop with just the outline of the window. like a real window. go figure. the application recovery needs an application recovery. I told one rep on one of the calls that I was having a problem with the editing software and she actually asked me what printer I had. I said nothing about printing. I was not even going to print anything. just edit for the internet. Now, another rep wants me to do a complete recovery to factory settings and spend an hour to get the same ghost window I got in the first place. It's like a nightmare. or maybe groundhog day? they are pretty much retarded if you ask me. this is just a scratch on the surface of what I went through with them. I am no computer expert but I aint no beginner either. There is no way people should have to deal with their crap. they make an inferior product. Defective software is unacceptable to me. I know it can become corrupted at times but hey GIGO. humans program garbage in and that is what you get out. I think they are more concerned with taking the money and running, who cares if the thing doesnt work after 5 months. Those top execs are scum just goggle them in the news. you'll see. when i first got this computer it came with norton and guess what. it was a ghost window. non functioning. they had me go into the program and add one character to a line of code and wah la. the window and the program worked. what's up wit that? I should not have to waste my time with that after I already wasted my time working to get the 500 I shelled out for this stupid thing. Life is a lie, you'll learn that when you die. there'll be not need to cry, cause you won't have any eye(s) Down with HP.

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