DIFFERENT LOCATIONS -- I want to inform you about a terrible experience I've just had with Tech Support Ph# 1800 474-6836 in the Control Panel (System icon) information based in my current Hewlett Packard desktop Computer. First of all I have been a Hewlett Packard buyer for the past (3) computers, buying one every 6 to 8 years and had plan to continue doing so.
As I have purchased my first model in the year 1994 which I don't have the information on hand but the last (2) the model HP Pavilion 6645C SYS # D9948A SER # KR01326688 purchased in late 2000 and my current HP model # M9340F SER # CNX822119T Prod # KQ497AA-ABA purchased in 2008, HP Photosmart C4480 and previous Printers, Router and Ink Cartridges! (My info's in your base).
Last Thursday Jan 2, I was having computer problems. Pretty sure it was a Virus and I had attempted earlier for Techies Tech support to fix it first for a (1) time fixing for $59.95. They debited my credit card and proceeded by taking my Computer over by remote for 3 or 4 separate attempts spending much time on it from grade (1) through (3) in experience. I am Computer savvy myself and told them basically what I had tried everything from Safe Mode procedure elimination through Putting my Computer back in an earlier time through Cache, Cookies through downloading different Virus Tryout Programs.
They could not eliminate what I believe is a Virus on my Computer & after the fourth try, they proceeded to credit back my card and advised me to contact the Manufacturer of my Computer thinking maybe they might know because of being the maker of it. I did not want to do a total System Recovery which I have done so in the past more than once when applicable because usually even though you backup your files usually you end up losing something you wish you had back.
So Last Thursday Jan 2, I called the HP above phone number and talked to a (**). I told him the problems that I was having and that I had Techies Tech support work on it and that they had problems and could not fix it. He just about guaranteed me that they could fix it and agreed for a onetime fee of $59.95. Sounding extremely confident that the Hp Tech Support system could do so. He said he had heard of this problem and they fix them regularly. He just reiterated and continued to repeat again and again verbally that they can fix this. I proceeded to give him my card number and he told me to stay on the line as he hooked me up to a Tech specialist name (**).
** proceeded to spin about 45 minutes to an hour trying to take my computer over by remote. I told him the Techies Tech support remote log in remote procedure was (logmein.com) but he said their software is different and continued to be unsuccessful. He told me he would have to call me the following morning because he couldn't figure out how to take it by remote; he said the next grade of Tech Support would be able to do it. I wanted them to continue because it says there in the Control Panel Icon information Open for 24/7 & 7 days a week. I said fine call me at 8:00 am the next morning Friday.
The next morning a Tech support name (**) called. I told ** basically the same thing I had told ** and earlier of course told Techies Tech what I had tried. ** told me he did not see what else could be done. And he proceeded to try to hook up remotely trying his software but failed to connect. He then decided to put the Computer back in time but I told him that I had done this at least a half a dozen times much earlier through my learned knowledge & experience.
After he coached me to do this and it finished; there was no progress of fixation at all. As he had left in the middle of the procedure and he did not return the call. As I waited for ** to call back, I decided to call Billing or Customer service and Talked to someone name (**). I told him who I was and what had been done so far and told him I thought I would ask for a refund because it appeared nothing was going to be done.
** told me he could not give me a refund because that they had spent a considerable amount of time with me on my computer. I was absolutely outraged at how he came to that conclusion as neither ** or ** hadn't not only fixed my computer; they never even taken my computer over remotely and made an attempt at fixing it in the either case!!!
We argued back and forth and came to an agreement to let his highest grade Tech Support he said which I believe is grade (3) call me to give it one last try and call me that afternoon and maybe we could work something out he said if they were unsuccessful. I said fine.
An (**) called me later that afternoon. He was no better than the other 2 as he tried to connect remotely but could not do so. I explained to ** earlier the many things that I had attempted earlier in fixing it and he told me "He did not see what else could be done"!
** returned me to billing or Customer service and a person by the name of (**) answered with authority. He proceeded to tell me the same that he could not give me a refund because of the (3) separate tech guys that spent time on the phone. All they did was ask questions, such as what was wrong with my Computer and attempt to connect by remote going through different procedures unsuccessfully and never did! I believe the Virus won out and I have to do a System Recovery with Disks.
I checked my Bank statements immediately and it looks like they charged me twice on (2) separate charges which is even more outrageous!!! I called my bank and disputed the charges and now we will see what the overall outcome will be. I was planning on buying another HP Desktop in 2014.
I have never experienced such outrageousness by a major Computer operation in my lifetime! And If I don't hear back from your office about your policies and your procedures changing from instances like this, because if you Google "HP complaints" and see similarities like my story and your Customer relations on Printers/PC's/ laptops etc. There's a good chance you won't see me buying another HP product again! And of course I will alert Family and Friends, Etc.
LONDON, UK -- Finding myself needing a new printer in February 2015 I looked at a number of makes and models, amongst which I liked most a Hewlett-Packard one but it was a bit over my budget. However, I found mention of a £40 Cashback offer if I bought direct from HP, although there was conflicting information online as to when the offer ended. Some pages said 31 January, some said 30 April.
At this point the complexities of dealing with HP should have warned me off them. If you look for information on their web pages you find yourself going round and round in circles, likewise if you try to find out how to contact them. Eventually I found a suitable phone number whose operative confirmed the offer had been extended to 30 April, and I was given another number to call for re-confirmation.
I ordered the HP printer as it was now more affordable to me. Delivery was prompt, and I heeded the advice to register it, doing this the following day. No invoice was received, I had to email HP to ask for one, and there was no further information about the Cashback, but I felt sure I would be contacted. When this did not happen, I uneasily searched again for information online, where I found nothing concrete, just vague suggestions that one had up to 60 days to claim.
Eventually I started sending emails of inquiry to HP. The replies to these always directed me to different departments until one day I was given the phone number for printer cashback, where a man told me I should have registered for the Cashback. The one I had completed was just to register the product, it seems. This was news to me, but there was little response to my remark that my psychic powers must have deserted me. (I must add here that I have not spoken to anyone on a HP phone number whose first language was English.)
Following his advice, I emailed full details which, I was told, would be presented to the head of department for consideration. By return of email 5 days later, I was informed there were "rules and regulations to the promotion" as detailed in an attached 5-page pdf of T&Cs, and I had not met the terms of contract as I was now outside the registration period. My further email of protest has not been replied to, they appear to have chosen to ignore it. So don't be taken in by any such offer. Take the higher price as being what the goods will cost you, for it is my opinion that they intentionally set out to make it as difficult as possible for you to get any Cashback.
On September 9, 2011, my PC, HP Pavilion Elite Desktop stopped working. I called into the 1-800 HP Invent line and was told that the PC no longer has any warranty. I was informed by the gentleman on the phone that he could repair my pc if I paid for either a one time or year warranty. I asked, "What happens if you are not able to repair my pc?" He replied that he would refund the charge. Against my husband's wishes, I agreed. After a few minutes, I was informed that the motherboard had gone on my PC. The call went on, whereby I tried to purchase a new PC, however the wait time on the Canadian line was much too long, and I opted to purchase an HP locally.
However, before I hung up on the call, I asked the man (who had told me he was from Calcutta in India) when I would receive my refund, since he was unable to fix my pc. He replied that he would process it and that I would see it on my next statement cycle. After purchasing a new HP pc last week, I called in to your 1800-HP invent line and was told by another person, that the refund was not done and he said that he would do so.
I then received a call back today from a man by the name of Richard regarding case # ** who explained that the charge that I was charged will not be refunded and that basically I should have known that these charges are never refundable. I explained, that is why I specifically asked what happens if my pc is not able to be fixed. It was only after the gentleman from India explained that he would refund my money if that happened did I go ahead with the service. Richard then went on to say, "What? You expect people to do this for free?" That is not what I expect, but I do expect that people will live up to what they say.
I asked Richard, "how a company can have employees state one thing and do the opposite, is that was HP stands for?" I encouraged him to go back and listen to the conversation, as I was told that my call was being recorded at the time. Richard's only concern was that I be told that I would not receive a refund. Am I naive in thinking that a company stands behind its employees, when an employee states something, or is this how HP does business these days? I am writing this letter with the hope that it saves other people the hassle and shock of how a company can promise things and do the opposite. Just a customer... I would hope this still means something.
I'm not sure where to even begin this debacle. I purchased a Presario R3000 notebook in September of 2004. Being the smart cookie I am, I purchased the extended/accidental damage 3-Year warranty straight from HP and sent in my registration card. About a year ago, the notebook's battery died and the computer was extremely hot. I dealt with it until a few months ago when the notebook would shut off with no warning.
I finally decided to call HP and get the multitude of problems fixed, thinking it would be a bit of an annoyance, but manageable. Boy was I wrong. My first call, I am told that my "1 year warranty has expired" and they will not be able to help me. After explaining that I bought a 3 year warranty, the nice Indian guy "Mark" (yeah right) tells me I have to fax the receipt, wait 24 hours, and call to confirm that its updated in the computer. So I do. Except that when I call to confirm, I am put on hold, disconnected, and hung up on over 8 times. I try for a total of 2 hours (angry at this point) before giving "live chat support" a shot.
The lady I speak to finds my warranty in a matter of minutes and tells me that when my registration card was entered in the system by a technician, they mistakenly wrote a 5 instead of an S. I understand... these things happen. Still, no fault of my own. The lady says she will enter my registration correctly, and to call back in 5 hours to confirm. I wait 2 days to be sure.
When I call I'm given the exact same scripted nonsense about not having a warranty. I am told to fax the receipt again. I hang up, and call my friend who works as a sales manager for HP, merely to blow off some steam about how horrendous his company is and how I will never buy from HP again. Within 2 hours I receive a call from his manager who seems very concerned about my problems and works with me to send my notebook in for repair. Finally!
I send my notebook in and receive it in a timely manner. I'm thinking the adventure is over, when in fact the worst is yet to come. While they have fixed some problems, my battery still holds no charge. Livid at this point, I do some Googling and find out that the battery pack for my notebook was recalled several months ago for overheating the computer and not holding any charge after a few months (!). I was not aware of this because my registration info was entered incorrectly.
So in short I had a defective RECALLED battery pack, was never told that I may have one even after describing exactly the problems with my computer that the defective battery pack produces, and to top it all off, the battery was never replaced even after I sent it in for repair. I call HP, furious at this point, and am told that "my 1 year warranty has expired and there is nothing I can do to help you". Honestly, it shouldn't matter if my "warranty is up" because HP replaces those batteries free of charge. After telling the CSR that this is totally unacceptable, I am put on hold and hung up on.
My friend is unfortunately on vacation until after the holidays, so it is evident I will be getting nowhere in the meantime with HP. But one thing is for sure, I will NEVER buy from HP again. I'd much rather pay twice as much to deal with a company that is competent and treats its customers with respect.
SOUTH CAROLINA -- Oh...where do I begin??? Talked with 'Harry' about how my computer was shutting down lately for constant updates. I have HP Windows 10. Well he led me down this long ass process and wanted me to pay to clean up my computer... "There obviously a virus in your computer." Blah blah blah.
Come to find talking with a computer expert (friend of mine - who works for the Pentagon mind you), and he said Windows 10 is changing formats, etc. And "It is a company not your computer." I was petrified I would lose files and that representative made me believe if I didn't spend the money - I would. Really? I do believe the support for HP would know of certain flaws in the system huh? Great job. Scam artist.
TENNESSEE -- It took me months of runaround, them lying to the B.B.B., for them to finally offer a repair telling me a exchange or refund was not an option? Even when their warranty claims they'd do right by their consumers? After getting months of confusion, I needed my computer and lost time of use because of them, finally they replaced the hard drive and memory board claiming it's been repaired!
Now it's starting to do the same as when I first took it out of the shipping box after buying it new, and that was in 8/2014, it's still under warranty, and they refuse to refund me my $445.44. I paid for it because they claimed it was fast. It's moved like a snail since new and gets hot from use of only a few minutes. The product I'm mentioning is a HP desktop computer model # 500-c60. There's a lot of unhappy people on the net that have gotten the same poor quality products and service as I'm experiencing now!.
PALO ALTO, CALIFORNIA -- I contacted HP customer service for assistance with problems I was experiencing with my HP laptop. I was told they could help me for an annual charge of $50. I was NOT told that they would also charge $14.99 per month, so when that charge showed up on my credit card statement, I complained.
HP was completely unsympathetic and unhelpful; after several frustrating phone calls, I learned that I could cancel my "contract" with them for a termination fee of $70! I will not deal with a business that places hidden charges on my credit card. This is completely unethical. (Yes, the charges were mentioned in separate emails that were lengthy and filled with legalese. No excuse: reputable firms tell people up front what they charge.)
After calling Verizon (it was not their problem) they gave a number to call for HP. Little did I know it was someone in India. After spending 1-1/2 hours on the phone with both Verizon & HP the technician told me that since my computer was bought in 2007, I should buy a new one. I did find a friend who knows about computers (maybe you should hire him). The problem was that I needed a new power source box for the computer tower and now it works. You should train your technicians so they might know what they are talking about. Maybe someone in the USA instead of India.
This is my e-mail I'm about to send to the Office of the President. (assuming it ever gets there since they blocked me from actually speaking to his office when I called). It's really a shame that HP has turned into this type of company. This e-mail is intended for the President - Paul Tsaparis.
I have been buying HP products for years now & I'm SHOCKED as to how unorganized HP has become. I'm also shocked as to how much time I've had to waste every single time I call HP & how HP seems to like wasting customers' time by forcing them to provide serial numbers & model numbers each time they call. If it was the first time I could see the logic in this, but it's not, it's EACH TIME & the info is ALREADY in your system linked to my name & phone number. Today I've wasted almost an hour of my time while I could have been working to build my company.
First I called customer service. When I had to jump through hoops again, I asked to speak to a manager. I was told I wouldn't be allowed if I didn't go get my heavy laptop & read off all the numbers again. Then after hanging up I called Case Management & spoke to ** who also refused to let me speak to a manager if I didn't waste my precious time by leaving my office to go all the way upstairs & get all this information that is ALREADY in your system. She gave me the 650-857-1501 number to supposedly speak to you, but of course that number got me nowhere.
Then I spoke to ** who took down my previous case management number & put me on hold. The next thing I know, I get a ** picking up the phone who had no clue what was going on & had no idea who was supposed to be handling me. AGAIN she asked me to repeat EVERYTHING. The pattern here is that HP is totally disorganized & doesn't respect a customer's time. She transfers me to try & get ** back & if memory serves me (who can remember what's going on when they speak to sooo many different people in a span of 20 minutes), ** picked up the phone & then hung up on me.
Finally I called the Houston office where I was told I would not be allowed to be transferred to your office because I'm Canadian, that only case management handles Canadian issues. This is how Canadians are mistreated. One rule for Americans, another for Canadians & you are Canadian no less. When I had a problem with customer service with Sony Canada, Sony US had NO problem speaking to me & getting the problem resolved within the hour.
Back to what happened to me... At least the person I spoke to was kind enough to give me this e-mail address. We'll see if it actually leads to the Executive Offices & I speak to someone OTHER than case management who has failed to help me all because HP refuses to address my needs if I take a stand & refuse to waste unnecessary time by providing the same information that is already in your computer system.
I will be blogging about this entire experience because I feel other people who may consider becoming an HP customer should know that they will have their time wasted because HP has control issues & very disorganized. I'm sure your shareholders would also like to know this information.
Note: just from my quick search online, I can see that I'm not the only one who has had terrible problems with HP. There are TONS of other customers online who have been mistreated by HP.
All this because I called to get a UPS box sent to me so I could once again send back my laptop to get it fixed since now the mouse isn't working. I only purchased this laptop in August of 2009, have used it a total of maybe 10-15 times, & I've had nothing but problems with it since I brought it home.