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.
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.
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.
As a result of an inquiry to the BBB Complaint ID: 1**, I am still being harassed by your case managers. Please listen to the recorded calls for ** 6:50 PM 1/19/2011 and ** 2:18 PM 1/25/2011. If I am called on my cellular phone and incur charges for listening to your case managers harass me and cause me undue stress, I will be forced to seek help from someone to stop HP representatives from harassing me. I am at my wits end and do not know what to do. I asked ** if he could research my problem and call me back and he said no. He forced me to stop working for 30 minutes so that I could sit on hold and listen to him type on a computer.
There was no need for me to be on the phone. Your case managers did not respect me and treated my problems like garbage. What has to be done for HP executives to stop this unlawful treatment of customers with warranties to fix your G series laptops with hard drives that fail numerous times?!
PALO ALTO, CALIFORNIA -- I am extremely disappointed with HP and its practices when a customer needs service / replacement with defective devices. I spend countless hours / almost 30 days with your outsource company dealing with untrained, emotionless agents that just make my situation worse. When I finally reached a case manager, it was no better as he tried to replacement a lesser value monitor than what I originally purchased.
I was never told until just recently that HP doesn't repair defective devices.. So instead I received a used and out of warranty monitor that was also defective. I have emails and voice mails from my case manager indicating that if I sent back the 2509 monitor, he would ship out the 3rd 2558 monitor, then two days later he changed his mind..
Purchased brand new Desktop & Monitor 2/17/2010. Discovered monitor was defective, reported it and it took HP over 30 days to finally send out a replacement. I was told my monitor would be repaired instead.
Replacement that was sent was also defective and it was used and out of warranty. When I complained, I was sent a lesser value monitor without all of the features that I had purchased. I was then told my model is not made any longer, I was also told that HP could only send a refurbished unit. I was told they would send out another monitor like mine IF I returned the lesser value model, I said, "No problem", Then HP changed their minds and demanded both monitors. I stated that I could not be without any monitor since when I sent my new monitor, it took over 2 weeks to receive.
HP replaced my w2558hc monitor with a lesser value monitor 2509 that didn't have the features that I paid for. I was originally told to send my monitor and that it would be repaired however, I learned recently HP doesn't repair monitors. I was sent a used and out of warranty monitor. I have asked HP numerous times that they dropped the ball and I need the same model shipped to me and ensure that its inspected and comes with a 1 yr warranty. I also offered to have an HP tech come to my house with a working unit and in return, I will give to him the 2509 monitor along with the defective 2558hc.
All of my requests have been refused and HP demand both monitors be shipped back before they send out the true replacement. ** threatened to send this matter to collections to get their monitor back. They refuse to OVERNIGHT the next replacement. I was with no monitor for over two weeks in March when I sent out my brand new monitor to them (w2558hc).
I never refused to send back the other 2509 monitor, however HP still refuses to send another replacement until both monitors are returned. ** keeps reciting that HP has met its obligations and have acted in good faith throughout the process, which couldn't be far from the reach truth. She also threatened me with sending this matter to collections as I was holding their 2509 monitor "HOSTAGE".
Here is what I'm asking for HP to do: Ensure to me that the replacement has been fully inspected. Guarantee one year warranty. Replace a missing remote control that was inside my original monitor w2558hc and expedite shipping and stop threatening me and instead, make right of their wrongs towards me. More than 3 months have gone by and still no resolution only on HP's terms. I have lost trust and concerned the next replacement will be defective and then they will do nothing after that.
HP said "NO", I suggested they send out an HP tech with a unit that's been verified trouble free and in return I will give both monitors to him, I was denied again. HP isn't willing to accommodate any of my above requests. I am hoping someone will take out the time and read this complaint but even more so, resolve this issue once and for all. This complaint has been forwarded to the BBB, FTC and the Attorney General's office and now I'm consulting with legal counsel for further recourse if this matter is not resolved.
** (Consumer Relations) is the contact person for this case **. Does anyone have the resource or names of high executives within the HP Organization? Having a case manager and dealing customer relations is completely a waste of time, they only recite HP POLICY, and NO we can't to anything you ask of them!`
LAKE ZURICH, ILLINOIS -- An HP Mini 110 was purchased from Best Buy 14 October 2009. It stopped working within 4 days. Returned to Best Buy and they confirmed it was non-functioning. They did not have a replacement and suggested contacting HP directly. This time frame was when HP was changing over from XP models to Windows 7 and new models and Best Buy did not have any inventory for either model.
I discussed the situation with a Case Manager ** and advised that I was departing to Asia for business and needed the Mini replacement before 9 November. Due to the model change over, she could not get and guarantee that a replacement would arrive in time. Case manager ** and I discussed that my only option to get a working Mini before departing was to return to Best Buy, returning the non functioning unit and get and pay for an upgraded model and that she would send a replacement upon my return to the USA after December 1st.
I sent an email to Case manager December 1st advising my return and available to discuss replacement. I did not get a response so called the Case management line December 4th and was advised that Case manager ** was no longer on this case as more than 30 days had elapsed and I would need to work with Case Manager **. He gave me a new Case number and claimed he would look into my complaint. I did not get a reply so called again December 11th for **. At that time he advised that no replacement would be available, as policy had changed since my initial contact with Case manager **.
I alluded to the email from Case manager ** promising a replacement but ** made all kinds of excuses as to why it could not be done. Conversation ended with his disconnect. I expect HP to honor its commitment for the replacement documented in the email from **. I would not have paid for the second model from Best Buy if I thought HP would renege on its replacement offer. Rather I would have taken a refund and looked for a different manufacturer to meet my time deadline.
I currently own four HP printers and a fax machine and have purchased HP replacements when needed. HP has always responded with positive results when problems required a replacement, until this instance. I am requesting a corporate review of my complaint and compliance to the commitment made by Case Manager **. Should a decision be made not to honor her commitment, then I request an immediate refund and I will return to HP the Mini in my possession and allow me to purchase another more functioning brand.
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 ordered a new computer for my son through HP website. I called and spoke with a sales person. Once the order was completed, I waited for shipment. When I received the order, the Xbox was missing. I called HP after 1.5 hours. The issue was resolved and HP shipped the Xbox. When my son opened the computer, the new computer was defective. I called HP. Immediately I was informed we had to go without a computer for several days. I asked them to ship us a new computer so that my son would not have to go without. The representative said the only way to do that is to process a new order charging my credit card.
I asked to speak to a Manager. The Manager refused to help. After 2 hours, I agreed to send the computer back following your unfriendly customer way. I looked the order up online, I found my credit card was charged $3.18 for the return. I again called HP, asked to talk with a Manager. I told him this has been nothing but a hassle on the customer's part. He refunded the 3.18 and rounded the credit up to $15.00. Great customers service, $11.82 for my troubles. Now I see my Build Date is August 3rd. No priority on the order. I am embarrassed on your part.
I run a small business where I do repairs and consulting. I have recommended HP Workstations and Servers in the past, no longer will I do so. You lost a loyal customer. I received a phone call from Andy, no last name. I thought we had a resolution to the issue. Andy ask that I speak to him and no one else. The day after my conversation with Andy, my credit card was charged again. I called Andy on Friday, he stated that he was on the phone with another customer and asked if he could call me back. I said yes. Today is Monday 5pm eastern time, Andy has not returned my call. My credit card is over charged, my son has not received his computer. Do I need to take legal action?
OK, the HP TouchSmart looks high tech, and has some great features, but... The first TouchSmart I ordered was pretty much dead-on-arrival. It had so many problems that even Indian tech support was surprised. After spending a good 30 hours on the phone with tech support, I finally convinced someone that the computer had to be returned. I was talked into getting a replacement and accepted the offer.
The replacement worked for about a month and then developed a problem that prevented it from booting. It never got the blue HP startup screen. I spent another 20 hours on the phone with Indian tech support - running diagnostics (multiple times), updating the bios (multiple times), unplugging peripherals (multiple times) and nothing work.
One tech wanted me to reformat my hard drive - even after I told him that the problem occurred even when booting from a diagnostic DVD that did not invoke Windows. Another tech suggested I unplug the computer when not in use and then plug it back in to use. Seems that something stays charged when the computer is left plugged in that prevents booting. That worked, but obviously wasn't solving the underlying problem. Many more hours of my time on the phone got me to a case manager in Canada. By then the 30-day return option had passed so the only option I had was to get it repaired.
"Luckily" I purchased a 3-year in-home repair contract and HP sent me a new motherboard and arranged for a technician to do the board swap. I used the quotes because it turns out that motherboards in TouchSmarts can only be replaced in the factory. So what good is the in-home repair contract?
I sent the computer off to HP and it took more than 3 weeks to get it back. The good news is that they didn't reformat my hard disk which was a possibility. The repaired computer worked for exactly 2 days and then stopped booting. So I'm back to unplugging it and left a message for the case manager to call me.
Given that 2 separate TouchSmart computers failed and that HP cannot repair them, my guess is that the TouchSmart was either poorly designed or the Chinese factory that builds them has little or no quality control. Stay away from HP, and save yourself a lot of grief.