Hewlett-Packard Company Complaint - HP customer service is non-existent
Okay, here's the deal folks.
Don't count on HP customer service for anything. They will not honor a coupon on a purchase that has already been made, and they will not cancel an order for any reason. You HAVE to refuse the order at the door.
Now tell me, if you walk into CompUSA, BestBuy, Circuit City, WalMart, insert name here ___________, will they not honor a coupon as long as you have proof of reciept and the coupon has not expired?
Not HP. The customer service at HP is non-existent.
I worked for Dell laptop support for a couple of years. They have a subdivision called "save the sale".
Basically, if you were a distraught customer who threatened to refuse your business, you got forwarded onto these people who would literally bend over backwards to "save your sale". I know of many times when they practically gave away machines, because Michael Dell knows what word of mouth means.
HP does not know this. I have called customer service three times;
1. I called them the SAME day of sale, only a couple of hours after placing the order online to upgrade the processor. "No can do", they tell me. You have to refuse the laptop at delivery and then place another order. I must admit, I was guffawed.
2. I read these forums and discovered the 10% off coupon. I promptly called HP Customer service, and even after asking for a supervisor was denied the ability to use the coupon, even though the coupon has not expired. It's HP policy.
3. After coming home this day, I talked to my wife about the lack of customer service, and she thought I should call them again. I did. I called and again was refused by the first level of support. I asked for a supervisor. I explained to him that I have many years of experience in HP printers, and how I know they are the best out there, and that if the customer service is this bad, I will no longer be recommending their product, not to mention losing my sale. His reply??? "It's HP Policy".
Well then, he just costed HP thousands of dollars in my recommendations. Customer service is the name of the game. HP doesn't offer it. Apparently they have not heard the phrase "The customer is always right".
I will be returning this laptop when it arrives, and I will NEVER buy any product they sell again, unless I hear that they have learned to respect the one who matters the most... the customer.