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this was the worst. could not understand what the name was saying to me bacuse of his accent he said my name wronge he did help me at all. and he gave me attudide he made it seem like I was retard. I will never call again until they get English speaking people.Anonymous 12/5/13 2:09PM
bought a HP computer for home use (used 2-3 hours a day) The hard drive went out right after the warranty ran out. HP customer service wasn't interested in working w/us
on this product. I have had TV's, garbage
disposals etc. cust service work w/us as
they believe in their products NOT HP
For a home computer Gateway lasted 15yrs
and was very reliable....wouldn't buy another HP just because of their terrible
customer service attitude and they knew it wasn't going to last & didn't care. !!!!!
Carol in ColoradoCarol 12/1/13 3:54PM
AMD processor ceased to funtion, Ladtop
was bought 29 January 2011. Repair shop ha-
ve seen many cases and that they cannot be
repaired. Try to get in contact with spanish
Hewlett Packard for advice: NO REPLY!!
IS THIS NORMAL OR IS JUST ANOTHER CASE OF
TIPICAL SPANISH?Anonymous 12/1/13 9:19AM
It was a struggle to explain my problem to the HP support; and I could tell that they did not understand much about computers, they were following scripts off a question and answer they are following on their computer screen.Jazzgoo 11/25/13 2:27PM
I love my pavilion 23.i bought it at office max in Columbus ind./ I recently had a problem with my cd disk loader, it wont play disc sometimes, I took it back to office max and theay told me theay couldn't fix it unless it quits working again, it sometimes don't work and at the time I took it to them it worked,then theay told me my computer was full of nmalaware! and theay couldn't fix that either,i took my loving computer home and did a breboot, now its like new! I ask you what kind of ppl. do you got selling your computers, im not computer savy, but why didn't theay exsplaine that I can reboot to fix it,.i also have a warrente. what good is that if some guys at a computer store wont help me to correct my problem,. I really love my computer its the best one iv ever had , and I owned a few. none like this one.LOVE IT. I also bought CTRLcenter and it wont work . theay told me I had 30 days to activate it. that I didn't know . but that's ok screw office max, I got my great computer anyway love H.P. GOOD WORK PPL/ YOU CAN EMAIL ME IF YOU NEED TO ATAnonymous 11/22/13 5:14PM
Received a broken printer(jammed and shred every time i printed). HP Laserjet pro M1212. Spent over 9 hours(HP set up this bermudan triangle within customer service support) trying to explain that the printer is broken and it is under warrantee. I was promised a replacement that would come in the next day. I did not receive it. I contacted customer service again and they said I would receive the printer within the next business day. Guess what?..... Did not receive the printer for the second time. I have all of this documented since these were online chat conversations. I have payed for a product 2 weeks ago and have only received a broken printer and no one has the authority to help me. lol. This is frustrating and has pushed me to write my first ever review.steve 11/20/13 8:40AM
am i to believe that with all the smart people out there or even current hp employees that no one can give us a phone number to an actual executive at hp headquarters who we can YELL at about the crappy customer service and the fact that if you need tech support for your comp. or printer you have to talk to some camel jockey or someone who has one of many jobs that the people of this country would like to have!pissed off 11/19/13 10:53AM
My Hewlett-packard Hpofficejet 6700 Premium Printed Is A Piece Of Junk. For Thesecond Time I Have To Get Another Printer I Bought A New One And They Replace It With An Old One. I Will Never Buy Another Hp Product Again.
Customer Service Is The Worst They Keep You On Hold Forever (2-1/2 Hours. You Cant Understand Anything They Say (india) To Say They Are Rude Is An Understatement Rude Would Be Nice. Don't Buy This Product Or Deal With This Company Unless You Want Be Thrown Into The Pitmelvin 11/15/13 1:57PM
I purchased an HP desktop in may of 2013.
Within 2 months the monitor went to sleep and never woke up. Paid to have it repaired. Now, in november 2013 strangely I get an error message that the server cannot be found and have no internet connection. I was with customer service for the next hour & half, mainly because of lanquage issues. But, to no avail, customer tech rep could not solve problem. I now have to ship my new HP desktop to be repaired. What junk and poor service.Never again HP.anonymous 11/14/13 8:29AM
ONE WORD - TRASH! I've had and e-machine that lasted me years with no problems and of course, my sadly missed Dell, that really served me well. Unfortunately, I was low on funds and had to go for quantity and not quality! Lesson learned!
HP2000 notebook - trash! Don't waste your money-definitely pays to pay more for a quality electronic device!!! As far as tech support - gees...I just went through this with NETGEAR - do all these people come from the same country? And I don't mean America! I will need to take up Rosetta Stone soon when I have to call anywhere!!!!(H)ell(P)roduct 11/9/13 1:01PM
HP needs better staff. You can't have one staff saying the price for a product is $50 then the next staff says it's $200. Educate your staff. Just horrible! I've had 2 dell laptops (for HS and college) and figured I should change it up and try HP when I saw the split X2 commercial. HORRIBLE decision! I had my laptop for only 5 months and have called HP about issues for about 6 times already and spent a total of over 10 hours on the phone. Get it together! This is horrible for a brand new laptop (Split X2) to have so many problems. The only thing I can say is that you send your emails on time for surveys (and that's probably the only good thing) I'm guessing because it is automatic. You need to improve your service. I'm very disappointed in your service and product and I will never buy buy another laptop or recommend to anyone buying a laptop. I should of read the customer service reviews before I purchased this laptop because all reviews say that your customer service is THEE absolute worst! Listen to your customers!Anonymous 11/6/13 8:50PM
Your customer service SUCKS!#!!! I purchased a HP laptop in November 2012 and it has already been sent back twice in a 6 month period. Just sent it back for the third time and was told the issues I was having will be covered by my warranty found out today that HP will not fix it and refused to do anything to it. Took me several hours to speak to someone and everyone gave me the run around even the corporate exec that I finally spoke to. So I wish I could go back in time and rethink my decision on purchasing anything from HP and I will never do it again. I hope your company fails big time cause you guyssteelersfan45416 11/5/13 12:57PM
My HPE390t Keeps suffering video card burnouts , and the replacement parts they sent by warrety failed a lot sooner than the originals. Once the warrenty expired they wanted me to not only ship them their fault video card back but buy an expensive card which holds no promise of not burning out again.WarmSlumbers 11/3/13 2:09PM
I have a reconditioned printer in my closet! that was their resolution to my problem. No I can't return it to COSTCO because it's not the one I bought. I spent days trying to get my problem resolved. Finally just want out and bought a new DELL printer that's working great.Joy 11/2/13 11:58AM
I have owned HP products for years and liked them. My computer reported my battery was almost out and to plug it in. it had been plugged in all along. I called tech support because I had just bought a new battery in February. I could not understand the tech support due to accent and what I did understand was they basically wanted to charge me to do check of my computer and that it probably wasn't my battery.........I refused and after trial and error, I found that I only needed a new power cord.............cheaper than the tech support fee........if we cant understand the tech support then how can we resolve the problem, or do you want us to give up?Anonymous 10/21/13 3:00PM
My HP Pc is still under their warranty, but the customer service they offer to get that warranty working is nothing but idiotic, wasteful and without any respect for the customer!
For a mouse that started behave badly after a few weeks only, I had to spend almost 2 hours on the phone, repeating my name, phone numbers, email address, mail address, serial # and product #, AT LEAST 3 TIMES! (S# and p# - 3 times multiply by 3!)
Is this an official HP policy to make us disgusted and not calling them at all?
I will definitely think twice before I buy my next PC!!! There are still Toshibas, Samsungs, Lenovos, and God knows how many of them!covert 10/16/13 3:03PM
I purchased an HP laptop with wireless mouse in December, 2011. In October, 2013, the wireless mouse stopped working. I called Customer Service and was informed that, since the mouse was out of warranty, they would charge me $59 to troubleshoot my problem. I declined, and purchased a new wireless mouse delivered for $16. That's terrible customer service in my book. The new mouse works perfectly.Anonymous 10/14/13 12:50PM
RUDE! RUDE! RUDE! I just got off the phone with an outside support company that works on behalf of HP. I purchased a HP printer at work. Then a week later My Laptop was replaced. I did not realize it, but the two were not compatible. I called HP customer support. The Man told me it would cost $119.00 for him to update my system to accept the printer on Windows 8. When I questioned him why since the printer was about 3 weeks old. He told me it was the price I had to pay and that it was my responsibility to make sure they were compatible when they were purchased. That's Great customer service!!! Blame the customer. Our Small company will never buy another HP product again. I am taking the printer back and Buying a Cannon.HPdissapointed 10/11/13 1:46PM
Your customer service sucks, repair sucks, product trash, and I hope to contact the CEO or some one from his office asap. Have sent back my 200 notebokk numerous times and it crashes as soon as I get it. Sending back again along with 4 service call charges that are being registered with the state of California and federal government. If not paid within 15 calendar days they will automatically become mechanics liens with a set amount of 2.5 million each which is enough to force shut down per federal regulations. Your prompt response is recommended and firstname.lastname@example.org 10/2/13 5:05PM
My thoughts are that HP's policy is to ignore complaints and survey comments so the customer eventually gives up. After many phone call at 5p a minute I decided to write to the MD of HP GB without a reply, tried again, still without a reply. They seem to have won, I cannot be bothered to complain any more!GAC 9/28/13 1:49AM
This customer service is the worst I have ever experienced, and that's saying a lot. I was put on hold at one point for 45 minutes - right after they took my credit card information for an extended warranty. NEVER will buy another HP product again, EVER!!Anonymous 9/26/13 11:48AM
Could not believe the neglect involved with their purchasing customer. I will never buy another HP product. I would rather go use public tools as oppose to supporting a business infrastructure in which completely lets go of business connection as soon as purchase is made.Anonymous 9/25/13 10:05AM
HP has driven me crazy for two weeks with inept phone support, slow response, and switching from person to person none of whom are any better than the first one. EXTREME FRUSTRATION and time waste. Will not buy HP products again.businessguy 9/16/13 3:55PM
The first two calls and 4 hours to customer service proved fruitless. The third was just obnoxious and the rep outright lied saying that my computer had a virus and needed to be reset to factory settings. When he was asked questions, there was no response. I hung up and called back, where the 4th tech confirmed that there was no virus on the computer and no need to reset to the settings. Glad I didn't lose everything that I had failed to back up. However, the 4th tech was insistent at the end to sell an extended warranty and kept trying when I said that she had to be nuts to think I would pay for this poor service after 2 days and 8 phone hours. Pitiful customer service.Souplady 9/13/13 2:31PM
A Photosmart printer bought in July failed after two months.
A week later a replacement printer was sent which in turn was faulty.
HP were not willing to to get a second replacement printer sent out the following day, claiming that they could only use UPS and the 3.00pm deadline had just passed. Neither could they specify when the printer would be delivered.
I spent a fortune on the phone calls, lost time from work and and lost expensive ink cartridges. I also had to pay to take the two faulty machines to a recycling centre.
A dreadful service! I will never buy an HP product again!Cassis 9/12/13 9:11AM
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I have just spent about an hour on remote service with Kenneth Monge. He was fantastic - well informed, and fast. Please tell him I appreciated his help very much!!!
Elaine MooreAnonymous 12/4/13 4:03PM
Recently we purchased an HP Officejet Pro 8600 plus to replace our worn out HP 6100 all in one. Your Techs were super when I ran into problems. I had to call in two times but the first time I did not get the ticket number. Today Angelo helped me on ticket . He was very helpful and pleasant to work with as was the Tech who helped yesterday. I look forward to using the new printer.
Marshall, MN.MN user 8/16/13 2:28PM
Gosh! I must be lucky! I called HP support today and I'll be damned within 10 minutes I was talking to a tech!! Not only was the tech in India (probably) I was also able to understand him. And dang it, he fixed the problem within minutes. Remotely. Politely too. That being said I have to say that I believe at least a good 25% of these complaints are actually indicative of the ignorance, laziness, dishonesty and/or stupidity of the complainer. Examples; Let's see, hmmmmmmmm. Broken paper tray a year old, broken how? They want your SS#, DOB, and mommy's maiden name! Whose card were you using? I bought the pc I'm using to post this from HP direct and I wasn't asked those questions. Oh, and I paid with a credit card too. Daddy can't write something trivial down like a password? Please. And by the way you can reset the password without HP's help, Google it. Can't turn off those pesky HP update pop-ups? Google 'hp updater notification turn off' I did and a solution is there IN THE FIRST LINK! Waaah! I can't get the rebate because it expired! Read much? Like, oh lets say, the conditions of an offer. How about "lost all my information stored on my computor (sic)" Uh, new concept... BACKUPS. Ooooohhh! Class action lawsuit! Let's make some attorneys RICH and we'll enjoy our 57$!!! And lastly my favorite...."Today thursday (sic) i took it to Geek Squad at Best Buy where I purched (sic) the tower. They checked and printer in compatible. But when they open my computer up there was 26,000 viruses in it. " 26,000 viruses? If that were EVEN possible I take it you've never heard of a firewall or antivirus/malware software? GEEK SQUAD!!! I can't stop laughing, no more please my sides hurt! So in closing let me say get if you want but please in the future take a little time to teach yourself and stop expecting the 'nanny state' to fix all your little boo boo's. Research, read, reflect, and refocus.HP operator (I run this machine 7/26/13 3:45PM
I turned on my computer (which I purchased in January 2013) and a message appeared that there was a problem with the cooling fan in the computer. I was informed by Staples to call customer service. I did so, and the tech was able to log into my computer and fix the problem. Only problem is her accent was very thick and I had problems understanding her. She informed me she would call me back the next day to see if the problem went away and it did. I asked her where she was calling from, and she told me INDIA. Don't we have any English speaking customer service techs around here??? I have no problems with foreign speaking people but I think we should be able to understand what they are saying to us!!!kathykitty 5/27/13 8:13AM
I called HP for an issue with my printer. The initial customer service rep went through the usual questions: name, email, zip code, and the troubleshooting quick fixes. This process in my opinion takes way too long, and was half of my 45 minute phone conversation. I understand they read off of a script to prevent mistakes, but it's just really annoying waiting 2 minutes for her to read me a sentence that simply asks for my name. When none of this worked I was transferred to the manager. He was very kind, but still seemed to be reading from a lengthy script. However, I was very pleased with my resolution. I was sent a new part for my printer for free, and for my inconvenience with the time it took on the phone, I was also sent a new set of ink cartridges. It is definitely a time consuming process, but the customer service is decent.jaygee 1/23/13 12:22AM
I want to say "great job" to Lange Dollar for helping me 12-22-12. He worked my computer back to where it was suppose to be,
after I somehow created a clitch.
I enjoy all the HP computer assistants, each and everyone has been super and customer service professional.
This is the best service for me as I've needed assistance several times. Well worth the monthly fee. Thank you DaleYvonne HaanenLange Dollar 12/23/12 12:45PM
OK people these are some policies for you to know. HP Home and Home Office Store has returns policy of 21 days from date of delivery, if you return a product within 21 days even if its buyers remorse then we gladly give you a refund and we pay for shipping however if its more than 21 days then we say sorry but please 21 days is long enough to decide if you keep it or not. If product is defective and its outside returns policy then tech support will help you. Tech support is 1-800-474-6836 with order no. format CA000000 or AAA-000-01 and press the right key for the phone menu otherwise you will be routed to the wrong dept thats why some cx would say i talk to several people thats because some of them can't follow simple instructions and whats worse is that they don't even take time to have their order info ready like order no., product no., serial no., . All orders made from tech support including recovery disc orders should be handled by tech support and all orders made from Cust. Service should be handled by Cust. service unless if its a technial issue then go and talk to tech. Cust. Service number for Home and Home Office is 1-888-999-4747 with order no. format H000000000 and press the right key to the phone menu. Parts dept phone no. is 1-800-227-8164 and has order no. format htpps-00000-0000 Remember we never leave a customer hanging and we don't transfer you unless if its out of our scope. We all have this impression that without a customer like you there is no HP without HP we would have work in a sewer or something so thank you and please bear with us and you'll get the help you need. :)Billy 12/5/12 5:04PM
i recently bougth an hp photosmart 5520 at best buy to replace my canon printer. i loaded the software and i thougth iwas tru..a few dayslater iwanted to print some photos and i push scanner on my printer and got nothing. after doing some reading and looking at the program list all i had was the printer on line, all the drivers were still canon and the scan also my old canon ..i called your tech support located in bombay,india, they were willing to help me but when i told that my hp laptop and my hp pavilion were not printing or scanning they quoted me and hourly rate to fix it well i am retired and on a fixed income i turn them down where does it say that.
all i ever did was follow instructions
help please my email isandreandre guiol 11/20/12 1:35PM
I only have had to contact H.P. customer on 2 occassions. Both were good experiences.
The first time was just to gather information about my computer. The second time I had to order their rescovery disk and had a very difficult time getting the correct information they needed. I was being a total dufass. Sammy was his name and he was absolutely very patient with me and help guide me to get the right information so I would receive the correct rescovery disk. I could not ask for any better service. Thank you. H.P. I am kind of surprise at the excellence of my service because of all of the bad reviews. Maybe more positive people should write in.thomas986 10/8/12 8:29AM
Thanks for providing the HP Tech support no. I could not find it anywhere on HP web sites.
Once I got to a tech support person at HP, I received excellent service.Robert 9/12/12 5:17PM
I have experienced only positive outcome with HP - my printer was not working so they replaced it with a new one ! And they called back when they said they would and were extremely helpful and efficient !Karinya 9/8/12 4:23PM
What An amasing Tech Support They Have...
>> technicians like ViCki Moses and Venky are really top level techies...
>> I wud like to Add that each co. has a tech support ...
But HP has the Best...
now I dont hjate being transferred to India...
Rather i prefer...Rob 8/5/12 12:04AM
I couldn't speak more highly than of the service I received from Igsban on 7/25/12 concerning the subject matter of "scanning". I had never done this before. There was a lot of work needed on my computer before I would be able to scan because my computer had previously been infected by a severe malware problem and my hard drive had to be cleared (I can't think of the term it is called) and my recovery disks were used so a lot got deleted that is needed for scanning. It was a 2 hour service call because Igsban was one of the most conscientious technicians I have ever run in to, and he took a project that is so important to me and to my family and made it a project of the highest quality. I can never thank Igsban enough for the job that he did. He is extremely bright and 100% competent at what he does. I can't begin to tell you how important this project is to me and Igsban was exactly the right tech. to do the job. I hope the company takes note of comments such as this because this is the true meaning of a "valuable employee".
The service I was utilizing was "HP Remote Services".Anonymous 7/25/12 11:34PM
I recently purchased a new printer for my home office and was having difficulty getting it to work with my new macbook. The customer service I received from HP was superb. The representative that I spoke with was extremely helpful. I couldn't be more pleased.tickledpink 6/13/12 9:07PM
Anil Kumar, made my experience very nice and easy. He was so very helpful and his friendilness was very welcomed. He has vast knowledge of the system and how it works.If I could give him 100% I would !you need more people in the world like him.He needs a raise or to be moved to a higher position! Thanks so very much DanaAnonymous 5/23/12 11:06AM
My name is Dana. I just wanted to say that I had a GREAT EXPERIENCE with the customer service tech support. His name was Anil KUMAR... I think he is the best!!! I was wonderful to talk to and he knew english very well! I wish him very well.. thanks and keep up the great job!
Thanks DanaAnonymous 5/23/12 10:55AM
I have had nothing but good results from HP. Their customer service is the best there is out there as far as I am concerned. Super fast delivery, online support that is easy to access and their phone support is just as good. I wish more companies out there were this dedicated to their customers.Velenu 4/14/12 1:07PM
I only have good things to say about hp. plan and simple. I have been using my hp current laptop for 5 years now and still runs like a champ. I just got don't reading tons of reviews seems like 90% of them are because people are idiots. They make mistakes then when they get caught on it they get mad. before i call any customer service rep i make sure to have all my info down and to trouble shoot every, single, thing you can do so that if they ask I can already clear things out. I am a tech guy i guess you can say. Ive recommend them to friends and family and they all agree with me. do pcs have problems? yes do they break? yes. do they have errors? yes no matter where you buy or what you buy you might be faced with problems so learn how to deal with them and the people you are buying from. ive sent in my pc a couple times before. but always had no problems with them and or sending it in to get fixed.crabby 3/19/12 12:27PM
Customer service and support have been quite brilliant. I reported faults on a TouchSmart 310 PC , and in just over 24 hours it was all sorted !!!Haloes 2/18/12 12:11PM
Today I contacted HP cust serv to connect my daughters mac Book to wireless printer. The rep Heather was extremely patient and helpful, very personable as you can imagine it does take some time to install new drivers\connections\router info.
Heather never made me feel as if she dropped the line very engaging on my issues, The call lasted at least 1/2 hour and like I said her demeanor was superb! it takes alot of patience when dealing with all the new products out there but I was impressed at her knowledge about the MAC system, and error messages she knew what to trouble shoot immediately.
Hands down- The Canadian location for service is awesome, if for whatever reason I need to call back I can only hope my experience is just as good. Thank You Heather!Dgarcia1026 1/7/12 12:51PM
Okay, now that I calmed down I tried again to talk to Tech Support. They were very good this time especially when I was finally able to go to the supervisors to get my part ordered. The supervisors are really nice and I will be getting a new hard drive and my waranty was still good. I might have actually had a bad connection with the first call yesterday and because I was upset at my computer and wanted to run it over with the car, I might have been a little too touchy in my previous review.
Patience is a virtue as they say. I thank the people I talked with twice today. A hard drive should last longer than 8 months though, so I don't have to go through these kind of things. I do advise having supplies like food, water, blankets and medical supplies by the phone because you may be on there quite awhile.Diane 11/23/11 3:01PM
I have a high end HP laptop, the EliteBook 8730W. This is an expensive workstation class computer, but it comes with an outstanding 3 year on site warranty.
When I got the computer, the DreamColor monitor, although fantastic in color and brightness, had a light color tinge at the bottom corners (reddish on left, greenish on right) that would be quite visible when viewing black and white pictures. So I went online and had the issue resolved in a matter of minutes through "Chat" with a CS representative in India, who quickly diagnosed an LED issue and sent a courier to pick up the machine the next day where I was staying at the time, and I had the computer back in a week (I am told if you live in a large city where they have technicians, they can fix this type of problem right where you are, while you wait!)
This level of customer support and after sales service is unbeatable and is way beyond anything you could get from an extended warranty service from a retailer such as Future Shop. When you consider the specs of the laptop and the level of service, the price premium is definitely worth considering it and, in my opinion, it was well worth waiting six months after its launch to get it at a generous discount, comparable to mid-range consumer level machines while still enjoying that fantastic world-class warranty.Anonymous 11/2/11 11:20PM
dont know why all the complaints about hp custermer service. if younare under warrenty like you should be they are great. open your wallets. get the extened warrenty nothing is for free. never had a problem with hp! best tech support around!!!!!!!!!!!!!!!!!!!clemenz 10/11/11 9:47PM
HP's customer service is excellent!! If you're out of warranty then purchase another year of service! Not many companies will give you free service if you are out of warranty.. heck most cars will not pay for any defects after 3 years and cars cost a lot of money. People expect too much for free these days. One year of free warranty service is more than adequate for a $500 laptop. It's pretty standard... Apple only offers 90 days of free telephone technical support... wow... that's ridiculous considering none of their computers are less than 1K. HP has definitely improved their customer service and I just experienced this when my LCD went white on my HP Envy. The LCD was replaced in 10 days and I didn't even spend a dime. Give credit where credit is due and stop trying to get free service for your 3 year old laptop. It's outdated.. Buy a new one.urajiro 10/7/11 7:19AM
Brilliant! Jeff stayed on the phone with me for an hour and a half but had my problem sorted by the time he was finished. He went through every option to get our printer to work wirelessly and didn't give up until he had us up and running. He even apologised to me when I lost my patience!?! What amazing support we have in NZ/Oz
Thank you Jeff - you definitely DON'T get paid enoughKaztayli 9/26/11 8:38PM
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1. Please do your best to co-operate when calling in, our number one metric we need to follow is resolving your issue. If we do not resolve your issue our managers will ask us for a valid reason why we did not. Plain and simple: if we don't fix computers then we don't keep working for HP.
2. Many departments (including every one I have worked in) only have one level of technical support, above us we just have nontechnical managers who will enforce policy even more heavily then the agents who answer the phone will. If you want to speak with Corperate level then go to the contact us section of hp.com.
3. We support the product you are calling in about for 40 hours a week, 52 weeks a year. We take lengthy training before we take a call. Although this means if you are in the wrong department we do need to transfer you, we may know your product a bit but we have to transfer you to the department who supports this model exactly.
4. Threatening or yelling gets you no where. Be curteous to us and we will happily return the favour.
We want to help you. If no one calls we have nothing else to do but sit there. We have no games or other things to do and without a call our shifts crawl by at glacail pace.
Anonymous 9/23/09 5:36PM
It is helpful to write all the symptoms of the product before you call in. By having them written down, you can describe clearly the situation and not leave anything out. Try to have a clear understanding of what you require to resolve the problem. Replacement of the entire system or a credit toward a new product is usually not going to happen. If the system is less than 30 days old you can just have it returned and get a new product. Outside of the 30 days and less than the year, you can expect it to be repaired to the specifications of the device. Meaning it will not be faster, use less consumables etc, unless those were affected by a material defect.
If you are unable to understand the service center person, you can ask to speak to someone who is a native English speaker. Higher levels of support are based in the US and it goes much faster.
If you want to avoid calling in, you can use www.itrc.hp.com You can check warranty and submit a request for support. Make sure your description is detailed and a customer service representative will contact you either via phone or email. There is also a link for active chat if you prefer.
In all cases, have your product number and serial number easily accessible.
Many of the problems associated with HP computers are actually a result of problems in the software. A system recovery is usually recommended. If you back up your system and do the system recovery before contacting service you can reduce the time to get hardware service authorized.
HP does not cover damage inflicted by misuse. Prior to sending in any hardware for any vendor, it is a good business practice to take a picture of the unit first. If the shipper damages the unit, you can see about insurance coverage.
Hardware outside of the warranty period can be covered by an extended warranty, but if not, support can be obtained by posting in the forums.
Most HP internal service manuals have been found on third party websites. Obtaining a service manual for your product can resolve many issues. There is usually a section in the manual for troubleshooting.
If you have the service manual and your system is out of warranty, running a search on sites such as Ebay for the part(s) is usually possible.
A final solution, any HP technician can use a feature called Voice of the Customer to submit a case on your behalf when regular service channels have failed.
Finally, if the technician has been less than professional or unwilling to provide assistance, the request to speak to the supervisor. You may have a wait since they are usually with other customers. Tell the technician that you are done talking to them and will wait for their manager. Remaining calm is actually to your benefit. Have a clear idea of what you require to resolve the dispute also.
Anonymous 8/3/09 8:00PM
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HP dishes up FAIL-filled public cloud
"Workaround: Contact customer support." A full list of issues is available here. Both HP and Rackspace's public clouds are based on OpenStack – an ambitious open source technology that aims to take on Amazon. But given these issues, it seems like the ...
HP wins $221M Medicaid fiscal agent contract
The contract will have HP managing a local call center, financial and federal reporting, and support for the state's drug rebate and estate recovery programs. This contract continues the company's 36-year relationship with Wisconsin. The company had ...
HP Certification for for Bantex 13oz 2S and Bantex Curl Free 13oz 2S
Bantex 13oz Curl Free 2S is stocked in 36”, 54” and 72” 25/50 yard boxes and 100 yard rolls; Bantex 13oz 2S is stocked in 37.5”, 54” and 75” 25/50 yard boxes and 100 yard rolls. 54” x 5 yard sample rolls are now available through customer service or ...