Hewlett-Packard Company Complaint - HP does not value its customers
I have never been one to complain to or about a company nor have I ever made a complaint or written a letter to a company in my life but my experience HP customer service has been inexcusably bad. I have never had a worse customer service experience and I can only conclude that it is by design on their part. I purchased an HP Pavilion from their web site in August of 2008 and have had both a hard drive failure and a DVD drive failure within a year (and one month) of purchase. Both of these failures required that the parts be replaced.
I know that stuff happens and things break. I am willing to work with HP to get the issues resolved in a timely manner and do what ever diagnostics they might require (to a point that I will get into later).
In the first instance, the computer began to freeze up intermittently. The problem got progressively worse. After spending over two hours on the phone with "Matt" at customer service, he was not able to identify the problem which eventually got so bad that the computer would not start up at all.
A second call was made about a week later and I had to give the same information and run through the same diagnosis twice with two different reps. It was eventually determined that the hard drive had failed. I was told that a tech would come to my house on a certain date to replace the hard drive. I double checked the date and time with the representative just to be sure. Well, the part came in the mail that day but no one came to put it in. When I called back to ask why, the representative on the phone became defensive and insisted that I was wrong about the date they had given me. She insisted that they never would have given me that date as there was no way the part would arrive on time. At this point, all I wanted to know was when we could reschedule to put the drive in but the representative was fixated on defending her position that I was not told that a tech would come on that date. She disconnected me and I had to call again. After several hours on the phone trying simply to get a date, the issue was resolved and the representative came when scheduled. I made the mistake of purchasing an extended warranty at that time.
The second issue with the DVD drive is yet unresolved. I called on Oct. 9 and spent two hours on the phone with a representative who never asked the most basic question with a DVD drive..."Can you hear the disk spinning"? which it was not. The problem was clearly mechanical and he finally agreed with me that is was (if it was a software issue, than it would not covered under the extended warranty I had purchased). It became clear to me that the reps that you talk to on the phone have no authority to do anything on their own. He kept putting me on hold to have a "conference" with his supervisor. He then told me that I needed to try a system restore to just to be sure it was not a problem with the drivers which we had just re-installed two or three times. I had just re-installed all of the software and I had already lost a lot of information with the hard drive failure and I was not willing to do it over again when the problem was obviously mechanical. When I told him that I would absolutely not do a system restore he had another conference with his supervisor. He then told me that I would receive a call back with in a half an hour and gave me a telephone number to call if I didn't. After 45 minutes, I called back and made quite a lot of noise to "Jeff". Jeff had the gall to tell me that the first representative I spoke with should not have told me to expect a call back with in a half an hour because their window for call backs in an hour. It should be noted that I asked to speak with a supervisor several times and was not put in contact with them. Jeff at least pretended to be sympathetic and finally told me that a tech would come to my house to replace the drive on October 15 between 1 and 5 P.M. He initially gav me a date of October 13 for the tech to come. After my previous experience with the hard drive, I made him recheck the information he had to be sure that was the correct date. I explained to him what had happened with the hard drive. He rechecked the information and confirmed that the correct date was the 15th and assured me that a tech would come on that date between 1 and 5.
Well, nobody came and nobody called on the 15th. When I called HP customer no-service and asked why, I was told that the part was unavailable and that was the reason the tech did not come to put it in. They could not tell me when it would be available or when they could fix it. When I asked them why they did not notify me that no one would be coming, again, the supervisor became defensive and had no answer. He told me that they would call or Email me when the part is ready to ship. They offered me nothing else to fix this problem and I have not heard from any one at HP since I called.
I WILL NEVER IN MY LIFE BUY ANOTHER HP PRODUCT AGAIN. THIS CUSTOMER NO SERVICE EXPERIENCE IS INCOMPETENT TO SUCH A DEGREE THAT IT HAS TO BE BY DESIGN. DON'T BUY HP BECAUSE THEY DON'T STAND BEHIND THEIR PRODUCTS AND WON'T FIX ANY REAL PROBLEMS.