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Re: Bad Customer Service . I confirm: in Italy too! (Reply to this comment)
by antomoretty
It took 58 days to receive JUST an answer not a solution!!!
03/27/09 We bought a HP Pavilion DV2500, 5 days later, it broke, when it was on the desk and my son left a textbook on the closed top. (Personally I did it millions times with notebooks I used)
The Italian HP Suppport told us that we broke the monitor and it is out of warranty: it's just our problem, just our business and just our fault.
They told us (Ms. Elena exactly) that it could be broken, for example, if while closing it, a pen was left inside.
It was not the case: but I would like to ask to HP if it is possible to put a product in the market so fragile?
Did they inform the customer that their laptop is beautiful, but you can use it just like a desktop, never closing it or moving it?
Did they put any information on, like"Pay attention: don' t leave pencil inside!"?
Did you inform customer: "We made the best monitor in the market, sorry but we couldn't make a hard top for it"
Did you nform the customer putting a simply "Fragile" on the top?
How could they not inform the consumer about the different use it has? (you can' t leave anything on the closed cover, you can't leave a pen inside....)
Products need tests before entering in the market and the real everyday life.
Generally the companies do it before the sell-in, but sometimes things go in a different way: they have to do recall or organize problem solving in order to mantain costumer loyalty.
Where were HP?
We used many laptops in the last 10 years, we never broke anyone: working, travelling, moving, or just living with them Yes, because we live with them. They are part of our life coming with us everywhere we go and never broking. We are talking about: Toshiba, Macbook, HP, Dell, Acer and others brands. We never broke anyone in years and years of real life.
I asked to the HP President to answer some questions and he did not do it, but now our bad experience with HP did not leave any doubts.
I am marketing manager and i worked yet in customer care too in different countries: it is why I can't believe HP has not any solution.I can' t believe that for HP, customer is not in the 1st place! Especially a boy who will buy many IT products in his life.
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May 29 '08
3:08 pm PDT
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Re: Bad Customer Service (Reply to this comment)
by epin08
This company has either bought out their competition or they are the kings of monopolizing the markets.
I simply purchased an additional photo printer. I was within warranty of 1 year-- but when I reported the out of box failure they denied the warranty. It appears they will allow anyone to resell but warranty is only good for 1 year following last manufacture date-- I am sure that a complaint to FTC.
It took me 3 months of e-mailing to get to the right department. You don't get the luxury of talking to a person.
I paid for a tray replacement on a defective part. They sent me the wrong part. Next- I called the technical support department. The nicest thing I can say is --what a bunch of jerks. The first person put me on hold so she could talk to her co-worker-- then she would not talk to me until I gave my phone number. I have an unpublished phone number and want to keep it that way. She hung up and the next person was even ruder.
I or my 3 companies will not be purchasing another product from HP.
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Feb 02 '08
2:13 pm PST
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Bad Customer Service (Reply to this comment)
by flygirlcdh
I bought a laptop in March and the screen quit working around July. I called to have it repaired and didn't send it in right away so they kept calling and asking where my laptop was. I sent it in and have had problems ever since. I spent 1500 cell phone minutes on the phone with different people trying to get my laptop back in 1 month. They finaly replaced it and sent it to me 2 months later. They sent me a different model and even brand. I got a compaq and not HP. I know they are the same company but they said I was getting what I had before. I asked them to send me the right thing because I didn't spend my money on something I didn't want. My case manager said I would not get a replacement if he had anything to do with it. You have 21 days to return a product if you are not satisfied with it. I have been on the phone with someone trying to get it replaced everyday since I got it. But the person that need to talk to get a new one will not call me back. The 21 days is now up and they say that they can't replace it because it is over the 21 days and I should have contacted them sooner. I did 10 minutes after I recieved it. Bottem line DO NOT BUY FROM HP!!! That means Compaq too. They are owened by HP. They do not care about their customers just making money. So why should we give them our money.
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Nov 02 '07
10:12 pm PDT
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HP Customer Service is a Nightmare - Buy Dell (Reply to this comment)
by pinkpelican
The WORST service I have ever experienced on any product. (I am 52 and I have purchased a lot of products.) I purchased 4 HP products at once and have had multiple problems with all of them. The PC's and accessories look nice but are poorly made.The customer service is outsourced to India and the support people are not adequately trained. Many of them do not speak English well.They cannot solve even simple problems like authorizing a return for a defective product. They disconnect you, tell you someone will call you who never does), give you a phone number to call that has nothing to do with your problem - anything to get you off the phone. If you email, or call hpshopping.com, you will be directed right back to 1-800-HP-invent.I do not work for Dell or own Dell stock. I switched from Dell to HP to save money and I regret it.
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Mar 21 '05
11:49 am PST
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HP Customer Service ???? (Reply to this comment)
by colettamary
While I have basically had good results with HP products, I find that customer service is non-existant. On the telephone nothing is resolved, when I sent an e-mail to the CEO I got a form response, with a promise that somebody would check into my problems. It is almost four weeks at this point, and absolutely no assistance or any hint of problem solving.
I would never purchase another HP product because of the poor response to my complaints/problems---and the lack anyone even caring about addressing the issues.
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Jan 23 '04
6:35 am PST
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I disagree... (Reply to this comment)
by jpatakas2k
I think your point is valid; however, I think there are some points to consider...
Call centers cost $$$ to run (reps, managers, overhead (phone bill for example), etc.), and if every tom/rich/harry calls the 800# every time they have a lock-up or their printer jams.... The cost would be astronomical, the reps get paid less (hence, they care less), hold times go up, prices go up, etc. You do the math.
Hold times. People who are willing to call the long distance # have legitimate problems. It brushes away all the "Where's my Start button?" lemmings
Bottom Line: If you're worried about the cost of calling technical support, use 10-10-220 (20min/$1); otherwise, isn't it something you can find on their website anyway?
I think that unless it is something you can't find online or get answered by e-mail, then I think I can afford a $1 to get little or no hold time, and a rep that cares a little more than the other company's rep who gets paid $3-4 less an hour.
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Mar 26 '02
10:13 am PST
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Glad the HP service posting went up (Reply to this comment)
by hularider
When I first started buying HP products, I was not worried about their service because the products were so reliable I didn't need it.
This year alone, I have already gone through three HP Scanjet 2100C scanners. Couldn't get any kind of consumer support. I returned the third one, which lasted less than a week, for store credit and will buy something else next time.
It's nice to know that HP is not just picking on me - that others are having similar problems.
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Sep 28 '01
12:57 am PDT
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? (Reply to this comment)
by lakers0340
Click on the link "What I should know about HP laptops" and on the description page that guides you in writing an opinion it lists "how's their service" as a topic. How is my opinion off topic? If you were to buy a laptop wouldn't you want to know how they treat their customers? That's why I wrote it in the HP general laptops section. If I wrote it in a specific laptop model section I would understand your point. Anyways, take it as you will and give me your NR and move on.
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May 21 '01
10:42 pm PDT
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off topic but very true (Reply to this comment)
by drpooh03
The epinion is off topic, but I've had very similar experiences when dealing with HP about a CD writer problem. They are TERRIBLE.
Isn't there a section about HP service?
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May 21 '01
8:28 pm PDT
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Customer Service (Reply to this comment)
by lakers0340
The customer service of the company that you bought your laptop from has nothing to do with laptops? It matters a lot if your laptop breaks. I don't know how people are rating this, but I think I brought an issue that is important to notice in this opinion. I'm not doing this opinion for money (I mean I get 1 cent for every view), just wanted to let you guys know.
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May 21 '01
7:54 pm PDT
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Comment (Reply to this comment)
by sweetcece
This has nothing to do with HP Notebooks.
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May 21 '01
6:55 pm PDT
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