Hewlett-Packard Company Complaint - Does Mark Hurd really endorse this terrible customer service?
It is not surprising to me that 75% of people entering comments here are rating HP at 1 star--if I could have selected 0 stars I would! It is seriously appalling to me that President Mark Hurd has apparently established the now infamous Case Manager approach to helping frustrated customers solve their problems.
Where to begin? My daughter received a Pavillion dv2000z laptop in October 2006 as a gift. It worked for a year, so I guess that is better than some people's experience. It broke in October 2007 and was sent off to India, needing a new hard drive. We purchased the 3-year extended service plan with HP express repair (that just applies to shipping, not the repair itself, of course...we found out later). We were told 7-10 days, but it took 6.5 weeks. I was so frustrated I called North American customer service to try to get some relief and was assigned a "case manager." My first case manager tried his best to fix things and was very reassuring. He was about to replace our unit altogether when it mysteriously arrived on our doorstep.
Aside from having a 6-volt battery put in the computer, instead of the 12-volt we'd originally bought, (which is another story) the computer seemed to work fine. Six weeks later, it broke again. It would shut down suddenly, then stopped booting up altogether. I called my first case manager again. I was concerned about how long it would take to repair this time. He said they had switched customer service centers and moved them back to the U.S. from India and that service was much better now. He assured me it would take 9 days to get the computer fixed. I told him I was concerned the lap top was a lemon and we should get a new one. He rescinded his offer to replace it altogether (which he'd extended the first time around). Now the lap top has been back in service for over 1 month. It needs a new motherboard.
HP is out of motherboards. My first case manager is "on vacation." I have been assigned a new one, who is particularly unprofessional and is very difficult to get a hold of. I feel like I am talking to a preschooler. I have talked to over 7 case managers and they all explain they "report to no one;" that "they are the last stop" for deciding how to deal with me and my continually breaking computer. They admit there is a supervisor but he/she "doesn't talk to customers." They tell me that President Mark Hurd set up this system and if I call Corporate HQ, he will just send me back to them. They say "He will tell me about your conversation and it will still be up to me to fix it." (Incidentally, I have written to his office twice now and received responses thanking me for my comments, but no action).
They tell me that Mark Hurd doesn't want them to step up and take care of an upset customer and change his process--he would rather lose a customer. Well, he has lost this one! This is a seriously poor choice in customer service and if he isn't aware this is what his CSR's tell people, I hope he becomes aware. But, there appear to be larger supply chain issues to fix.
I am certainly boycotting HP--this type of customer treatment and faulty product is seriously unacceptable. I am seriously appalled. If anyone starts a class-action suit, let me know. This is a terrible product!