Hewlett-Packard Company Consumer Reviews - Page 6

I purchased my computer in March of 2007 from Best Buy. In November 2007 I had to return the computer to HP, because the wireless port would not work. I was told that the problem was with the motherboard. They replaced the motherboard, then lost my computer and returned it in February of 2008. Back in November 2008 the computer would not power up because it was not recognizing the power cord. I called and talked to their customer service dept located in India (the most difficult set of people to deal with). They told me that it was a problem with my power cord...

The wireless port went out again and then the computer would not boot up (total black screen), called HP and was told to that the charge is $400.00 and that I can take it to a local shop and it would be cheaper. Took it to the shop and was told that there was a recall on the computer because of problems with the motherboard and that HP extend the service warranty to 24 months.

Called HP and was told that my warranty ran out and that I should have checked on the website to see the warranty information before it ran out. I asked why didn't they email something to me since they have all my information...got transferred to at least 4 people who kept informing me that the warranty ran out and they can fix it for 265.00. I was transferred to a case manager James, who informed me that I need to show proof that I called/chat online to the repair people about the problems back in December 2008 (one of which I have on the computer that does not work).

He didn't seem to care about my concerns. I received case # **; service ticket # **. I will never purchase another HP computer and I am telling this story to everyone I know and teach, to prevent them from going through the same ordeal as I did.

I just spent 2 days dreading having to call HP Tech Support because of their horrendous behaviors. Again these calls took place from Tech Support in India. My first few experiences were hangups or "Hello hello I cannot hear you. Click". But today was the best. The printer has an Ink System Failure. HP is fully aware of this issue. Basically it is a non-fixable hardware issue.

The support individual first tried to blame it on my brand new HP manufactured ink cartridge. She offered to send me a new one which would arrive in 10 days. I told her that was unacceptable and she admitted it had nothing to do with the cartridge. But if I wanted I could PAY to have on delivered next day. My response is that I sell Real Estate and need my printer to earn money to support my family and requested to speak to a manager or raise to a higher tier of support. She refused. Then of course we had to go through the exhausting methods of resetting the printer.

How's this one. Hold down the OK and cancel button unplug and re-plug the printer all at the same time! What a joke and still did not work. Then comes the best part... She offers me an upgraded printer at an incredible discounted price!! I could hardly believe what I was hearing! I explained that all I wanted to do was fix and use my printer. Her response "Well your printer is out of warranty". I told her that I was well-aware of that and very willing to pay for Tech support. Again she refused and went back to her sales pitch by basically saying I had no other recourse to purchase a new upgraded HP printer and she would even provide free shipping.

I told her that I was appalled that she was putting more effort into her sales job rather than solving technical issues for her company. I for one am done with HP. I now have so many 02 cartridges it is not funny. I even called Best Buy and guess the 02 cartridges no longer work on the current HP printers. This printer I have cost $330.00 and is less than 2 years old. Who like the Epson Workforce or Artists?? I am going to do my best to contact someone in the US at HP to let them know how very disappointed I am with them. How did they get the market share of business?

MOORESVILLE, NORTH CAROLINA -- I purchased a HP Pavilion Vista Computer. I registered the computer warranty. I even bought the 2 yr warranty through Staples. After having my computer for only 4 months the hard drive crashed. I called HP and they said, "I have three options for you. We can send you a hard drive for no cost. It should be there in 7 to 10 business days." Or I can pay $50.00 and receive one in 5 to 7 business days or my third option was to pay $99.00+ tax to have it delivered and installed in 3 business days. They did not care that I have a business to run; those were the only options I had. So I purchased the $99.00 option.

It was to be shipped to my business next-day-air and the technician was then to install it. Well the hard drive never came. So I called HP and inquired about the shipment. I was told to give it a couple more days. I explained to them I paid for it to be delivered over night; her reply, "There is nothing I can do about that give it a couple more days". So I told them to refund my money. She said she did and gave me a confirmation # so I called Staples to see if they could help.

As I said I had bought the 2 year extended warranty through Staples. I explained I have a business and I need my computer. Well I was told since Hewlett Packard was sending me a hard drive they could not install one unless I paid for it. So I went out and bought a hard drive myself. (No I was not going to buy one from Staples they got enough of my money) and I installed it myself.

I called Hewlett Packard to find out when I would see a credit on my account for the $105.69. I was on the phone for an hour and forty minutes. All they were concerned about was that I bought the hard drive buy a third party and installed it myself. (So now if something goes wrong with my computer they have it well documented and it is not longer under their warranty). They did not care about my situation at all and then told me I should see a credit in 5 to 7 business days. They did not care at all that I had a business and that they wear of no assistants to me. They were just covering their backs.

I will never buy a Hewlett Packard computer again and hopefully you won't either. I had no chose but to buy and install my own hard drive. I couldn't run my business without it. Hewlett Packard nor Staples cared about my issue at all.

Hello all, I am really disappointed and frustrated with HP. We bought this HP notebook model G60-235DX only 2 months ago and have been using it very lightly. 2 weeks ago my wife was closing down the monitor when all of a sudden the picture on the display disappeared and black and white lines appeared on the screen. A permanent black spot of 1 inch in diameter showed up on the screen as well. There are no external damages to the display, but it looks like it is damaged inside.

My wife did not drop the notebook, she did not hit and she did not push the screen. She was just closing down the monitor. We called HP and explained the problem. They sent us a FedEx box and we shipped our notebook to them. 4 days later (which is today) we receive an email saying that there will be a service charge of $420 to fix the problem. Today we also receive a voice message where an HP representative asks us to call them urgently within 24 hours.

We call her number, but her mailbox is full. We call the customer service and a lady explains to us that a service representative assessed the notebook and identified a crack on the display. We want to talk to the rep's manager, but she says he is not available. We ask for this rep's name and she says they are not allowed disclose it (never heard of this before with customer service).

We have had notebooks for many years and we know how to deal with them. That was not an accident and we did not cause any physical damage to the notebook. We do not feel any fault at all. We do not want to pay either 420 or 5 dollars for this repair and we are confident that HP must be responsible for it because they sold to us a bad product. We are going to call the manager on Monday to tell her the same story and she insists that HP is not responsible, we are going to ask them to return the notebook back to us and we are going to fight with all means possible as we have never been in such an unfair situation before.

Can somebody please kindly advise what the best steps would be for us to prove that we were not at fault and that HP has to take responsibility? We know about BBB and consider court as well. Please help. Sorry for so many words, but we are very disappointed and wanted to tell a lot. Thank you very much!

NORTH EAST, PENNSYLVANIA -- I purchased my laptop from Circuit City in August of 2007. It is not even two years old yet and it is not working. From the time I got my computer I have had problems. It froze all of the time and the worst problem was it ran hot. I called HP and they wanted to troubleshoot the problem over the phone. How can you trouble a hot computer? Who knows. Anyway, about 3 months ago, (it would have been a year and a half old) the adaptor has been so hot that it burned my hand. I unplugged it and let it cool down and then had to turn it on to retrieve a paper. It started to smoke.

I called HP and asked them how much it would cost to repair it and they ran me through the spiel about getting my name and information. I told them that I did not have a warranty upfront and after they looked it up. They said "You don't have a warranty". Duh! I told them that. They told me that since it was a hardware problem and was not my fault they may be able to have it sent in free of cost to repair it, gave me a case number, and sent me to tech support. I gave him my case number and then had to go through all of the same information that I did before. I thought a case number was for speed and accuracy but I guess they do not know how to read or something.

As with the previous person I told him that I did not have a warranty which he then told me again "You don't have a warranty". We discussed what the previous person told me and then told me I HAD to buy a warranty. All I wanted to know was how much it would cost or the price range. He couldn't even tell me that because he claimed I had to have a warranty. I hung up the phone. I finally got a quote from online and it was going to cost $400 to have it fixed. I made the decision to buy a new computer and a Dell as I have not had problems with them before. I will never buy another HP computer again.

Beware HP/Compaq, even when it's their mistake, out of warranty, you're out of luck. 3-4 years ago, I bought a Presario desktop, everything seemed fine until a virus struck, and I had to do a full restore of the OS from restore CDs created from the backup partition when I first got the computer. "This Recovery CD is not for this Compaq PC" or something like that. If I can't even restore the operating system, how can I restore my data? Call tech support, tell them how can that be, the CDs were made from the computer when new.

Three techs tell me the same thing, you just need to buy new recovery CDs for the right model. Good thing I didn't listen to them. After more searching on the HP site, I find out the right recovery CD set for my PC. THE SAME EXACT PART NUMBER AS MY EXISTING CDs!!!

Further web research and I discover that the recovery CD failure happens when the recovery CD mismatches the BIOS "Tattoo" info indicating the model/serial number of the computer. Find a utility that pokes around the BIOS Tattoo, and discover my serial number is **! (Definitely not the serial # on my computer case, likely a placeholder for that field) ** HP didn't even configure it before leaving the factory! Call tech support, they admit it sounds like a Tattoo error, and tell me I will have to pay to get it fixed because it's out of warranty! Even though it was their mistake leaving the factory!

Moral of the story, if you're going to get a computer virus, get it while still under warranty! Really though, the HP/Compaq brand is not worth any premium in price, only buy if it's the rock bottom price for the specs, and probably not even then. If you're fool enough to buy an HP/Compaq computer, you better torture test it, do a full low-level reformat of the hard disk and a restore from your recovery CDs, BEFORE the warranty runs out. Sure, what a pain, you just want to use your new PC after you buy, but you find it a day late, you're out of luck.

Me, I'm playing it safe and not buying another HP/Compaq branded computer. I've bought two Acer computers since, both at lower prices than any comparable HP/Compaqs available, done full reformats and restores (paranoia thinking maybe it's not just HP with this problem), and not a hitch. You get what you pay for? Sometimes, like with HP/Compaq, you get less.

I was having a problem logging onto my computer, it kept giving me an error for my password, which I have used for over a year since I bought the computer. I called tech support and they told me I had to pay for tech support, which costs $49.00 for 14 days or $99.00 for one year. I agreed to get the tech support and while still on the line with the guy (because they won't even transfer you to tech support until payment is made), I decided to try my password and like a miracle it worked right after I paid for tech support.

So, I told the tech guy I didn't need the tech support and to cancel it, so he did then I tried immediately to go into my account and change my log on password to hopefully avoid this problem again. Again, like a miracle I was once again getting the error saying the password was incorrect. So, now I am becoming annoyed and I decided to chat live while I was still logged on, while having the chat session, it is abruptly ended without my knowledge until I got a message saying my message was not displayed and no response from the tech person.

So, now I decide to call back on the phone. The male who answered was asking me to check my statement to see if the credit was back in my account and this was only about an hour later after they made the change. He seemed more concerned with that than what I was calling for. So he finally transfers me to a lady who leaves and comes back and says she is unable to help me because the process for my refund has begun and if I pay again for tech support she will then be able to help me.

Of course, I explained to her I had no intention on paying again before the first payment was refunded. I am greatly disappointed with this service mannerism is is most unacceptable. Strange when you spend all that money buying the products they don't have all these issues! Those media centers don't come cheap and the sales reps at 2 stores said they only keep 2 in stock because not many people will spend that kind of money for top of the line computers. So, with top of the line money, I expect top of the line customer service too.

I have been dealing with HP for several weeks now. My camera that was only 3 months old was not working correctly. The man at the service station told me to mail it them and they would have it back to me or a replacement one within 7-10 days. Well 25 days later I began researching and calling HP. Several e-mail and phone calls later they finally admitted to signing the UPS stating that they received my camera.

Before this they stated that there is no service station for cameras so I had to dig out the address where I sent it. Then they hadn't received my camera. Then they lost it. Then because of Ike in Texas, they were unable to locate my ticket number. On the 10th call to them, the man kept telling me that there was nothing that they could do for me because I didn't have a serial number. Gee I would, but I sent the camera to you which you lost.

Finally the 4th call from the compliant manager, they decided to refund me the money in 7-10 days (umm, just like my camera huh?). This lady never once said she was sorry or that they were wrong. All she would give me was different reasons why it wasn't their fault. I have spent over 10 hours of my work time just trying to get my broken camera back plus I think I am going to have to take anger management after dealing with HP.

I have never encounter a company that dealt with customer service this way, it is all the customer's fault not theirs. I will never be doing business with them and my 20th e-mail to them, I stated that I would let everyone I know not to buy and HP product. So here I am!!

My husband bought me a CQ50Z notebook as a gift, I had it for ONE week when it went kablooey. When I contacted HP & finally got put through to Tech Support the guy said he had never heard a computer make that sound. They sent me a box to ship it back for repair & ever since then it's been a headache.

This started on Aug 26 my first phone call, they received my laptop on Aug 29 and the date for delivery back to me was Sept 9. I started making phone calls to customer service 2 days before the due date, no one in customer service could tell me anything about what was happening, all they would say was that it would be to me on the 9th & that the web page didn't get updated often. On the 10th (the day after it was supposed to be back to me) & after an hour & a half on the phone with customer service (being hung up on, transferred 6 times, told I was just a CUSTOMER & managers did not talk to just customers) I finally got what they call a case manager!!!

While he was checking into everything which of course took 2 days it was Fri the 12th & the hurricane was going to hit Houston (where my laptop was) & everyone was being evacuated so I would have to wait till Mon the 15th to learn anything. Mon comes & the case manager (CM) said to give it one more day because they were not back yet because of the storm. Tues he said that they still knew nothing & offered me a replacement upgraded laptop. Told me to call him Wed with my answer.

Called Wed the 17 & oh gee even though I wanted the upgraded laptop they ran out & couldn't do it anymore... so sorry. But they could build me the upgraded laptop but it would be 3 weeks. AGAIN call me Thurs & let him know. Called Thurs the 18th & said build me the upgrade. OH NO, never said that... said they would build me the same laptop that I had sent them. Told him I was tired of being jacked around & give me a refund. (I now have this conversation taped!) Said he would check into that & it would take 5 weeks for my refund.

But does it end there? Heavens NO. Got a call from my CM later Thurs night with... are you ready for this? "Just had word from the powers that be No Refunds & No Replacements until Houston is back up & running & they know what's going on!" I will NEVER buy anything from HP again & will tell everyone I know what my experience has been like.

SAN DIEGO, CALIFORNIA -- After about 8 months of use, the HP Laserjet 3055 All-in-One that I paid over $500 for, completely died. When you turned it on, nothing would show up on the LCD display at all, and it refused to do anything i.e. it couldn't print, copy, fax or scan. It had become a totally useless piece of garbage. At HP's instructions, I took the machine in to a local "authorized repair facility".

Long story short, over a month went by and still I had yet to get a working all-in-one back. I was told by the repair facility that they were waiting for a part that HP had told them, was on backorder, and no one knew when said part might be available or when the machine might be returned to me in working condition. Obviously this was totally ridiculous; I had already been forced to go out and buy another (much cheaper) all-in-one for my office, because we couldn't exactly function for 30 days without a fax machine or a printer.

I finally became so irate that I wrote a scathing letter to CEO Mark Hurd. I sent the letter via overnight express mail at a cost of $12.00 which may have been overkill, but I was trying to get the attention of someone at HP who would have the authority to actually get me a working machine without any further hassle. This plan worked out great: 2 days after sending the letter, I received a phone call from a very pleasant man from HP Corporate who was of course extremely sorry and assured me that a working LaserJet 3055 would be shipped to my office via overnight delivery. The next day, which was today, the machine arrived and it does indeed work.

While I think it's great that HP finally did what they were supposed to do (honor their warranty), it's pretty sad that it took an enraged letter sent via snail mail to the CEO to get the kind of service that should be automatic in a situation like this.