Hewlett-Packard Company Complaint - Hewlett Packard's Pitiful Tech Support And Product Performance
GAUTIER, MISSISSIPPI -- I have always had HP printers: emphasis on HAD. Sadly I shall never have another. I got a new computer with Vista on it and I was unable to use my old HP printer to fax. I send approx 40-60 faxes per day in my business so I need the fax capability badly. I ordered a new Photosmart printer and paid for express shipping. I installed the printer and tried to fax to no avail. I spent over six hours on the phone with HP's technical support, who were largely in other countries with poor telephone connections and accents that impeded resolution. One technician in the Philippines came close to fixing it but after spending two hours on the phone problem solving with the fax seemingly working we thought it fixed and upon hanging up the problem returned. When I called to be reconnected to him was told 'there was no authorization' to do that. He might have been able to finally fix the problem but there was no possible way to contact him or speak with him again on the phone. Every time I called tech support I had to start all over with a new technician. In the six tech support people I spoke to only one really had the skills to resolve the fax issues but I could not talk to him again. In the end I just wanted a shipping box and return number to give HP back their printer. In calling for product return help one HP associate told me to wrap the printer in paper and ship it to Memphis, TN and I would get my money back...yah, right!! I could not find any number in the U.S. to call for help, could not fix the fax and cannot believe that HP will operate profitably much longer under these conditions.
As a customer I had been loyal since 1995. Now I go and look for a printer that I can use immediately without six hours of failed on-line assistance and take back to a local store if the product fails. Nice going, HP; you've cut your costs and cut your lifeline to your customers.