What you should know about HP's customer service
May 21 '01
The Bottom Line The company has a terrible attitude towards their customers. The reps are courteous and it's not their fault their company try to dodge all their customers after a sale.
Before you buy anything from HP, know that you will be paying for customer service. No matter what, even if it is a manufacturer defect. How so? They do provide a warranty, but if you happen to have a problem with your laptop, you'll soon find out that they do not have a toll free 800 number.
Yup's that's right. A huge company like HP has no 800 number; forcing you to call long distance. Oh oops. Correction, they do have an 800 number for pre-sales but not for post-sale. So what it all means is, that they'll be happy to talk to you when they want to sell you one of their problem ridden machines. However, when you find a manufacturer defect, they make it as discouraging as possible for you to call.
You may be thinking I'm nitpicking and that just a couple of dollars of long distance is nothing. But I'm not unhappy about the couple of dollars. I'm unhappy of their attitudes toward their customers. Their policies show that they don't want to take responsibility for any defects. I once called and asked them, "Why don't you have an 800 number that I can call for technical support?". Their response was, "We want to discourage people from calling so that they will solve it on their own." Now what kind of attitude is this?
What frustrated me the most was that they said their customer support was 24 hours/7 days a week for laptops. Well I called their long distance number at around 1 AM. I was on hold for 30 minutes before I got so frustrated I just hanged up. Was there even a person in the office? I really question that.
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