Hewlett-Packard Company Complaint - Customer Service Failure
In August of 2009 I purchased a desktop computer from Hewlett Packard and have been subjected to nothing but grief since.
The computer shortly began to seize up along with spectacular psychodelic displays and shut downs of other varieties.
After about 50 to 100 hours on the phone with their "technical support" people (from Delhi, Hydrabad, The Phillipines, and Mexico City), many of whom had me try all kinds of tests, even to taking the thing apart to try something else, they finally agreed to send it back to the factory.
The factory found the graphics card and mother board to be defective, replaced them and sent the unit back. Within a few days the same problems appeared again. Another 50 to 100 hours on the phone and the unit was returned to the factory again, This time they found that the graphics card was again defective as was the hard drive, They replaced them and sent the unit back again,
Within a couple of days the same problems reappeared. More time on the phone but this time I was referred to a "Case Manager". I asked them why they didn't just replace the unit as it had to have cost them hundreds, if not thousands of dollars working on a severely defective unit, not to mention my upwards of 200 hours on the phone and personal loss of service.
Their response was that that was policy and when I asked to speak to a manager, I was told sorry, but that was as high as I was allowed to go! And it is as, try as I might I couldn't get any higher.
Still no resolution, but the unit was sent back to the factory for the third time just the other day. Do I expect satisfaction? You bet I don't, at least not from this company. And to make the cheese more binding, I got an earfull from the Fed Ex driver as he picked up the unit. He stated he'd never buy a HP computer. He recognized the box to HP immediately, pointed out two of my neighbors that had been sending their units back as well, and said he sees HP return shipping boxes coming into the Fed Ex distribution center all the time.
Would I buy an HP again? No way! I probably wouldn't get the chance anyway because they'll probably be out of business soon at this rate!