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Hewlett-Packard

Customer Service Ratings and Comments

Hewlett-Packard is ranked #175 out of the 301 companies that have a CustomerServiceScoreboard.com rating with an overall score of 34.23 out of a possible 200. This score rates Hewlett-Packard customer service and customer support as Disappointing.

NEGATIVE Comments

212 Negative Comments out of 230 Total Comments is 92.17%.

POSITIVE Comments

18 Positive Comments out of 230 Total Comments is 7.83%.

Issue Resolution

Reachability

Cancellation

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Product Knowledge

Disappointing Overall Customer Service Rating
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  • I called on 8/9/10 to cancel an HP Service Pack on my notebook. I was told someone would call me within 24 hours. No one called. I called back on 8/10/10. I was then told someone would call me within 48 hours. I wrote the corporate office on 8/17 because I still had not received a call regarding my request. Numerous "case managers" called me back. I was finally able to reach Carlos who provided a pro-rata refund amount and told me to expect payment within 2-3 weeks. Then Ruth called I told her Carlos had resolved the issue.
    8/30/10 I receive a message from Carlos stating that there is a problem somehow all our data is erased concerning our conversation and determined pro-rata amount. I spoke with him today 8/31/10 and he tells me that HP will send me an amount less than the original amount and that the service pack is cancelled as of today. I asked why and he says that all he can do. I have asked for a breakdown of the pro-rata calculation which they have yet to submit. I asked him to send me the reduced amount and I would notify corporate and/or file small claims. He says he can not send a check until we agree.

    Of course, I do not agree to be ripped off. I have now faxed corporate office and Carlos' department. Again requesting the pro-rata refund to 8/9/10.

    Anyone know of any good contract attorney's for a bad-faith lawsuit possibly class action. I'm sure I am not the only person this has happened to. I live in Southern CA.

    nolongerHPFan 8/31/10 5:22PM

  • Trying to get my battery replaced which is less then a year old. They say the battery warranty has expired but I purchased it from HP online less then a year ago. Have spend the last week faxing the order form and checking to see if they updated the warranty date. HP customer service is a joke. You tell them one thing and then they tell you to hold for 3 minutes. I will never buy a HP product again. My case has been escalated now!! It seems like a total scam as they want you to give up phoning so they don't have to replace the product.

    Anonymous 8/30/10 4:36PM

  • I will never purchase another Hewlett Packard product. After only three weeks of use the print on the keyboard starting coming off. I am on the phone with with Hewlett Packard. They decided to replace the keyboard. The agent first asked did I want to buy another one. I had to keep my cool. I told him "that is a dumb question." As the computer is under warranty. All the jobs are overseas in call centers where you cannot understand anything they say.

    PrincessJ 8/30/10 12:25PM

  • My daughter purchased an HP mini-notebook less than two years ago at Costco. It is still under warranty. In June two problems cropped up with the hardware. We shipped it to HP and they kept it two weeks, said they repaired it then returned it. Not fixed - same two problems.

    Called HP back. Reshipped it. They have now had our computer since 7/30 and have delayed the return date to 9/7 because they are backordered on parts.

    Spoke with a Case Manager who told me he has "no superiors" and that everyone above him "doesn't take phone calls."

    They won't replace it and won't repair it any faster. Period. No offer to extend the warranty, coupons, nothing.

    Last time I will purchase anything HP.

    NOHPFORME 8/25/10 4:17PM

  • I will NEVER buy an HP Product again!! Poor customer service! You should be ashamed HP!

    Zimbogal 8/25/10 8:36AM

  • I received an HP Pavilion dv7 1264 nr entertainment notebook with 62 bit operating system for my birthday 2 years ago. Have been trying for 2 years to resolve issues with the Adobe Flash player not working..."not supporting the 64 bit operating system"...have paid computer specialists 4 times to re-install---still not working...EVERYTHING has been SLOW since the purchase of this computer and have spent over a total of 72 hours on the phone with the INDIA service personnel without a resolution. I WILL NEVER purchase a HP product and cannot recommend anyone purchase from HP

    Bones 8/19/10 6:44PM

  • I just spent two and a half hours on the phone and ended up speaking with, no joke, 8 different people, NONE of whom were supervisors. I must've asked, demanded and even yelled at some point to speak with one and they kept transferring me to different departments. Of course it didn't help matters that everyone I talked to was based out of India. Let me just say, as someone who works in retail, for such demanding and difficult customers they are the worst customer service providers.
    The only problem I had was with a key that had popped off the keyboard. I didn't think it'd be a big deal, until they told me that my warranty was expired. They insisted that it expired a few weeks ago, but my account clearly said that it wouldn't expire for another two months. The first woman I spoke with was patronizing, demeaning and refused to consider the possibility that she might actually be wrong. I asked to speak with a supervisor, she transferred me to the shopping division. Yes, the shopping division. The woman I spoke with had no idea why I'd been transferred there and instead of trying to help me and transfer me back or to someone who could actually help hung up on me! I called back and spoke with the first woman who seemed really angry that I'd called her and insisted that there was nothing she could do. I again demanded to speak with a supervisor and after spending 20 minutes on hold, yes 20 minutes, I was transferred not to a supervisor but to another department entirely (I honestly don't remember which one because I was beyond mad at this point). I, again asked to speak with a supervisor but the woman I spoke to not only refused to give me her name, but claimed there was no supervisor there. I'm not stupid, there is always a supervisor, they may be busy, but there is always a supervisor present.
    I'm not usually the type of person to complain, but this experience has just pissed me off so badly. I fully intend to write an email to corporate, because this is absolutely unacceptable. I am the manager of a store in a large retail chain and I would never, in a million years treat on of my customers that way, and if one of my employees did, they'd be out the door faster than you could say unemployed.
    I spent the next hour being bounced around from department to department until I finally spoke with someone willing to help me (still not a supervisor but whatever), he was finally able to discover that while I had ordered it in late July, it hadn't arrived until September because it was a pre-order and the warranty hadn't begun until September even though it said it shipped in August. He was the only person I spoke to who apologized and who actually listened. If you ask me, he should be promoted and get a raise because I was not a happy camper when I was on the phone with him. The other 7 people on the other hand should receive immediate retraining and a serious attitude adjustment. I have never been spoken to so rudely in my entire life, and I went to a public school in D.C. I will never, in a million years buy anything from hp ever again. And extreme caution should be taken by anyone else even considering it.

    Shiloh 8/17/10 9:22PM

  • absolute idiots, Indian service sucks . I simply wanted the attendant to tell me how to turn off the extremely annoying prompts that either warn of low ink or incredibly announce that a "correct" ink cartridge has been installed. He told me to turn the machine upside down to acquire the SN and product ID. He failed to suggest that maybe the power should be off. The carriage jammed and malfunctioned and the ink system was upset and failed. Now conveniently the attendants tell me the machine is not in warranty so nothing can be done except sell me another device. "Idiots" and "ignoramaces" HP will have to pay for this.

    dan 8/17/10 4:03PM

  • I have a Touchsmart IQ775. Still have 200 days of warranty left. Woke up 6 days ago, turned it on, nothing but beautiful vertical lines across screen...
    Called HP, there diagnostic unit didn't know the problem, but would ship me a box. Then told me they couldn't ship box because there was a shortage where they get boxes.
    I would have to call back in 24 hours. I called back, now they said that the hard drive team states that "There are no Service Options for my machine". They will have to call me back in 24 hours....My warranty is supposed to be 5 day turn around....
    I call back day 3....Now they have to escalate case to a Case Manager....they will call me back in 24 hours. Called them back on day 4, still no case manager...Called them back on Day 5 which was Saturday, will have to wait until a Case Manager calls me back on Monday.
    They didn't call so I called them, talked to a case manager, she says she is 1000% sure they can resolve this matter, but she needs another 24 hours and will have to call me back...I called her back in 24 hours, now it will be until the end of the day before she can contact me.
    I paid for this warranty, I printed the warranty. I called Corporate office and they sent me to the Executive Case Managers line. still getting same story.
    Help....Any one have any solutions here.....

    sonjac 8/17/10 9:20AM

  • The worst customer service ever!!! 2 month old laptop still under warranty. I received one answer from person #1, #2 tells me #1 is absolutely wrong and gives me different information, #3 gives me the same info as #1. Bottom line, 3 days later, 6 hours on the phone, over 90 minutes on hold, and nothing has been done....NOTHING ! !

    Anonymous 8/15/10 6:06PM

  • Have owned 3 hp's and don't think I will ever own another one. Customer service is horrible! We need to give the American people back the jobs of taking care of customer service instead of outsourcing. The language barrier is frustrating!

    The hinge off my mini was coming apart. When I received it back, someone downloaded three songs into my iTunes library in Spanish and also placed a folder on my desktop with games and such in it all in Spanish. After getting through the language barrier and asking to speak with someone who spoke and understood English, a lady from the US office called me. I told her how upset I was that someone instead of fixing my computer and sending it back decided to download their own personal junk on it and failed to delete it before sending it back to me. She was nice, but there was nothing she could do about what had happened. I just would never trust them again and have found the quality of all three of the laptops to be poor since I have bought the three within a five year period. I have since had to have the hinge on the mini fixed yet again.

    Bard 8/10/10 5:31PM

  • A NIGHTMARE. I called Customer Service to discuss my Personal Media Drive problems. The first hour was spent going through all the basic troubleshooting as expected and with a resolution of the drive being replaced. I was told to call in 12 hours to confirm that the warranty info had been updated and proceed with getting a new drive shipped to me. Sounds good, huh? The next day I called and was put on hold over and over and over again while being told my case was being updated and documented, but no one was asking me anything new. At one point I was asked what was wrong with my pc??? I said nothing, it was the media drive--this was documented already---eventually after over an hour transferred to a "supervisor" who I think said that my drive would be replaced and then silence....no one on the phone. Called back again and provided case number again and again on hold over and over and over while being told my case was being "updated". On hold this time for 40 minutes and eventually I had to hang up. Called later and....yes on hold many times---each time told hold for 2 minutes which always turned into 8 minutes or so. Then told my warranty had not been updated and to call back in 6 hours! I thought my brain was going to implode at this point. I asked to speak to a supervisor and was told that would take 10-15 minutes because of the phone system! Was told to call back later in the evening. I asked if this was a ploy by HP to just get me to give up on a replacement? Not funny to him. I called later and again....please hold mam while your case is reviewed, please hold mam while I update your case...over and over with no discussion or conversation---very noisy in background and not clear connection--eventually told that the drive was being shipped and provided a tracking number but no one could explain the process to me at all---tracking number I checked later and it indicated my shipment was being sent to another part of country--called back to ask about this and yes same thing--I hung up. Called again today and actually got someone I could understand and communciate with and he immediately read my case and told me what was happening--no hold nothing--he was in Kansas City. Come on HP. I cannot buy anything from you again. NIGHTMARE. This is not acceptable.,

    burb 8/6/10 4:26PM

  • I purchased a new HP 2035n Lazer Printer and had problems getting it to work with Windows 7 - 64 bit operating system. I spent over 50 minutes and was transfered 3 times before I was disconnected. Worst customer service I have ever encountered...will never buy an HP product again!!!

    Vince Masslon 8/6/10 8:46AM

  • My HP d4 that I bought 5 months ago was not working. I called the service department for repair. Three weeks afterward (between them sending me a box and return shipment tag, and I sending in the computer for service) the service technician representative tells me they discoverd a liquid residue that is making the computer warrenty void.

    He told me the cost to repair the unit would be $429.00 that I had to pay. I told him that was rediculous and since the unit was not in my possession for three weeks, how can I determine if that spill was not from their own fault? Beside the unit cost me $599.00 back in February of 2010.

    WOW my other seven computers were all DELL and the service was way better than HP. I never had to ship my computer to another state and the service man came out to my home to do all the repair within a week. Not once was my computer out of my sight. Not once was I threatened by a repair man trying to make money off doing a repair. Ronald the service man really made me feel that HP computer purchase and warranty was a rip off.

    Ronald the service supervisor at his repair shop said that they would put the computer back togather and send it back only with what is covered minus a spill.

    All I can say is that this HP computer may be the last one I will purchase from HP due to poorly monitored service contracts.
    YS

    Anonymous 8/5/10 4:21PM

  • I purcheded an HP All in One Office jet 7410 at the end of 2008.
    The part number C-8963-60083 needs to be replace.
    I call every number that the HP Part store ask me to call , the part doesn't exist anymore.
    The most funny thing is that when I call back to the part store of Hp saying that the part is not available and ask them what to do , they let you at the phone for ever , they never answer again

    Anonymous 8/3/10 8:38AM

  • Just wanted to say that we purchased a HP a year ago and have had nothing but trouble out of it. Geek Squad has had it as much as we have. Right now, as I type this, the screen keeps going blank. Piece of crap, will never own another HP ever again. We have told everyone we know about it too. It's going back to repair AGAIN tomorrow, because we can't afford a new one, and warranty has ran out......of course. We were told by Best Buy if 1 more thing went wrong, they would give us a new computer, but now that the warranty ran out, they wont do anything.

    Theresa 8/1/10 4:46PM

  • 2010-07-29 - The following was written to HP Customer service and support:
    It has been the greatest disappointment dealing with your HP All-in-one printers and exchange program service in the last 4 years.
    In August of 2008 I traded-in my previous printer that suddenly had stopped with a supposedly better printer (model C5180) according to the salesperson. This one was supposed to last me for years to come. Here we go again...the second printer died on me exactly in 23 months (same as the previous one), which tells me to look into other brands altogether.
    I was even more disappointed when your sales department would not even give me a descent deal as part of the so called "trade-in program" on a new HP Pro 8500 Premier. Bottom line was $368 including a $50 rebate after returning the old one, $23 Tax and $64 charge for a 3-yr warranty.
    What upsets me the most, is that I can get the exact same printer manufactured by you from "Buy.com" for $329.20 or from "Amazon.com" for $339.95, both including 3-yr warranty and State Tax.
    I keep wondering why the manufacturer of the product can not do better for their existing customer base? No "real" incentives or long term plan to keep those customers satisfied and to come back for repeat business? Why can't the manufacturer also give credit for the "sealed" packs of unused ink cartridges with the return of the old broken down printer?
    When I asked the salesperson, the answer was always the same "sorry sir, but I can not do that since it is not included in this week's special offer" being offered by HP. I don't need to tell you that to stay in business, you have to keep your existing clientèle happy with your products and provide solutions when the products fail. I am extremely disappointed with your products and service, and ready to move on!
    A highly dissatisfied customer,

    GA 30022

    GA 30022 7/30/10 5:28PM

  • The USB cable issue. Upon calling today since the cable was not delivered on the 28th, I call the dysfunctional services at HP @ 3:20pm EST.

    After getting my info, the tech put me on hold to read ALL the notes. Three minutes later the tech asks what the problem is with my notebook. I don't have a NB, I am calling about my USB cable, did you not read the notes? I was put on hold again. Another 3 minutes and the tech asks what was wrong with the cable, I explained. Put on hold again for about 2 min, the tech comes back and says, the delivery is to be on the 29th. I said the email warp.mail@hp.com clearly shows it shipped on the 27th with a delivery of the 28th. I had requested next business day delivery. Cutting to the chase, the tech tells me I am speaking with the notebook department. I asked why then, once discovered I was seeking info about a USB cable for my printer, did I not get transfered to the printer dept? Silence, followed by babble, then an explanation that he had access to the info but not ALL of the info. I asked to speak to his supervisor, I was put on hold for 6 minutes. the tech came on and said. "I will now transfer you to my supervisor." I was transfered to the printer division. I wanted to ask the supervisor why I was not immediately transfered to printers. I was steamed. all toll about 25 minutes was spent on the phone.

    The tech I am speaking to now, I really had a tough time understanding and I had to have this person repeat many of the words spoken. I was asked which printer I was calling about, I was thinking, here we go again. I had to explain all over again everything, then wait on hold while the tech read ALL the notes. After about 3 minutes I was asked which printer was being shipped. I slapped myself in the forehead and said calmly, I am calling about a USB cable being shipped, is that not in the notes? I was put on hold again for 2 minutes. I was asked what is the date and time at your place. Now at first, I did not understand what was being asked because, I did not make the assumption they had no idea where I was and having trouble understanding the techs english made it more difficult. Once we got past that I am told the delivery is for the 29th. I stated that the order went in on the 26th and the email conformation showed the delivery initiated on the 27th. In addition, FedEx tracking on the morning of the 28th showed a delivery for the afternoon of the 28th, I took a screen shot of that. I then asked why I have not seen the delivery. On hold yet again for 3 minutes, I am then told that there was no charge on my account for next business day delivery. I said thats right because a manger approved a next business day delivery due to the circumstances from the 23rd and 24th, and that reference should be in the notes. I was put on hold again and I was getting very frustrated. I was told a repeat of the same info it would be delivered on the 29th. I asked for the tech's supervisor, I was on hold for 27 minutes. The supervisor basically stated the same thing saying FedEx shows delivery for the 29th. I asked if I could email the delivery conformation I received from them which states delivery next business day for the 28th. He calmly, and tactfully argued with me and I said again, get an email address I can send this to you. After 4 minutes went by he could not produce an email stating he only had access to corporate emails that would not be delivered to him. He went on to then counter my evidence showing delivery conformation. I said, this was a wasted call, thanked him. Well it will sit on my porch in the rain then and I'll get it when I return on Saturday. Thanks HP you really suck.

    Mr Hurd, some serious shuffling needs done at the customer service level. Bull by the horns right? I know your statistician's are telling you the risk offset is low and keeping things how they are benefits HP. Better to be reactive than proactive right? The BP effect.

    Eurosid 7/28/10 7:59PM

  • HP tech and customer support .....
    Worst of the worst. Next time you have a tooth pulled, do so WITHOUT pain killers then you will know how I've felt dealing with HP after the fact.

    The issue stems largely do to their customer and technical support overseas in India and the Philippines.

    I called technical support at, 800-474-6836, and after a 10 minute hold I was speaking with a representative whose English was a little difficult to understand.

    After slowly spelling my name out 3 times so the tech could get it right, I slowly explained in great detail what occurred with my printers USB cable, and the troubleshooting I performed. I was put on hold for a few minutes then the tech came back on and said, "the printer did not come with an USB cable." I then assured the tech that it did come with a cable, I was put on hold again for about 3 minutes. The tech had spoke with a supervisor, came back on and acknowledged the printer did come with a USB cable, and that they would be able to replace it. I provided all my information, printer serial, and address. I had to repeat my address and spelling of that 5-6 different times.

    With this information provided, I was told I will have to call back to place the order because their system was down. I said, since you took all my information, can't you put the order in once the system comes back up? And how will I know when to call? The tech said that I need to be on the phone when the order is being placed and that I need to, "call back in an hour." I was on the phone with HP tech support for nearly an hour for a USB cable.

    I call tech support back the following day, Saturday the 24th. My hold time was short, the tech asks for my name, I clearly say my name, fluently, concisely. I was asked to spell it out. I slowly spell it out, then asked, " can you spell it out again and use words for each of the letters. This was clearly UNACCEPTABLE for customer service. I asked for another tech and was now speaking with a one whose English was "marginally" better.

    I gave my name to pull up my info. I provided the case number, then I was asked, "which printer are you having problems with, your C4480 or your HP photosmart premium c309g?" I said, the case number should entail all the information pertinent to the issue (which was for the c309g). I could not understand why the C4480 was part of this case number, I called about my c309g which was the reason for the initial call, I did not get it.

    So I explained what the issue was. After being put on hold for 4 minutes, the tech states, "HP cannot replace the USB cable only the printer." I said that I had already called, and I am merely calling back to place the order based on the call I made yesterday on the 23rd. I was put on hold yet again. several minutes later the tech says, "We cannot replace the USB cable." I then asked, why is that? I did not get an answer and I listened, then I said hello several times and got no response. I waited for several minutes and the tech never came back on the line. At that point I heard a click and nothing.

    Tech support is the ONLY reason I cannot stand Hewlett Packard. Your system is broken and lacks the positive customer experience that would make HP a great company. Now I have to reconsider my desktop and laptop purchase, all for a USB cable. HP's overseas support team leaves A LOT to be desired. I dread calling them.

    The language barrier, the crummy distorted phone connection, the inability to provide a positive customer experience.

    Mr. Hurd please rethink this part of HP. With your sales team, they almost make me want to pay them to purchase an HP, do that with customer and technical services and HP could be unstoppable. I cannot purchase based on knowing money made, is going to pay teams overseas that work like that.

    Eurosid 7/28/10 7:06PM

  • HP SUCKS!!!

    They delayed by shipment by 10 days and told me two days after it was suppose to be shipped out.

    I am leaving the country but they wont let me cancel the order!!

    DO NOT ORDER FROM THEM. YOU WILL BE VERY VERY DISSAPPOINTED.

    HPSUCKSLOTS 7/26/10 7:41PM

  • Good luck getting decent customer service from HP. If your computer is out of warranty, you'll have to buy $99 dollar service fee if not the wonderful folks in india wouldn't even speak to you. HP ... what a freakin' joke!

    FUHP 7/21/10 10:03PM

  • HP sucks beyond words. If you buy any HP product you will regret it.

    Trex 7/18/10 7:17AM

  • hello everyone.
    Bought my HP pavilion dv7 1000 in Jan 2009. Two days ago the back light went out. Paid $1200 dollars for this piece of $#@&!!!!(there isnt even a scratch on it plus its never left my home.)Called HP to see if the warranty would cover it. As far as i could understand (lost in translation with hps help) NOPE. They told me not only would I have to replace the whole screen, but maybe even the mother board to. WTF!!! I hope hes kidding. Hell he might have said something about my mother as far as I could understand. But I did understand that I had to ship it & expect a cost up words of $700 in repairs.Please your kidding me. On my way to price and hopefully buy a Mac.
    Good luck with yous HP everyone
    Billy V (313)

    billy v from the 313 7/17/10 1:51PM

  • My husband and I purchased an HP TouchSmart IQ770 desktop computer / home entertainment system in Feb 2007 for £900, so it's about two and half years old now and just out of warranty. We've had several problems with it, like having the "mini-VGA" port break almost immediately so we could attach our projecter. Just recently the display card died and since the computer is a "unit" and does not accommodate external monitors, the whole thing is essentially useless. The retailer, John Lewis, couldn't help us because it was out of warranty and HP's "customer service" was beyond a joke. Their call centre people hung up on my husband three times because he kept asking to speak to a manager or supervisor after they refused to consider servicing the computer. We found many other people online who had purchased this model and experienced the same problem so clearly the model is faulty. Also, this computer has been discontinued due to "known faults". A total rip off from a despicable company that I will never purchase from again.

    ladylaff 7/14/10 6:20AM

  • (paste of letter to Better Business Beu.)

    I have had nothing but moderate to severe problems with my Hewlett Packard from just weeks after it was initially purchased (08/07/2009). I am a man with multiple disabilities due to Neurofibromatosis Type 2. Problems have made me 95% homebound, 100% deaf and in a wheelchair.

    As soon as I began having problems, I attempted to use the TDD Relay to contact them at 800-474-6836. Due to menus, lengthy holds and eventual contact with the outsourced customer service with the accent the relay had trouble with, I decided to utilize the e-mail option. At that point they wanted more information and additionally I was connected to a new ‘technician’ that was clueless on my case multiple times, despite having been given a ticket number. After weeks of ‘back and forth’ an on-site visit was eventually arranged.

    This person did not repair the system properly, and just a day after his visit I was back asking for support. Another visit was arranged and again the system was not repaired properly. Again I asked for support. This time I was informed, despite my paying for 3 years on-site warranty, I’d need to pack my system up and ship it back.

    It took me a couple of months to find someone who was able to come help me, for free, pack this system and drive it to a FedEx shipping location. After being repaired, it was sent back again. I ended up having to hire a person, -removed- at -removed-, who happens to be a tech himself, to set my system up. As soon as he plugged it in, it began to beep. He opened the system to try to reset the CMOS only to find the motherboard was bad.

    I again contacted HP, and this time I demanded a replacement system of equal or better value, or as I’d have preferred, a refund; I no longer trust HP. They escalated my case and promised to have a supervisor contact me, and still I wait.

    I am on a borrowed, and very old, computer to access my e-mail. The person I borrowed it from will be wanting it back soon. Can you possibly help me? This has been going on for over 8 months. I’m begging you, please help.

    GimplyGump 7/13/10 8:25AM

  • A fwe years ago I bought a 17" Pavillion
    Notebook from HP through Costco. I didn't cheap Charlie on it either.In manny was it is a good computer. But surprise...surprise It did not come with a Owners Manual! It came with a 2 page " Getting Started" page.
    Then you were supposted download better information. I used up a whole ink cartrage to get a disjointed mess. In years before they provived a nice spiral manual. I am past the age of being a" Techie" and my eyes are going...buying from HP was given me nothing but grief. The HP Exec. who thought up this money saver...should be shot at Sunrise!
    Linda

    Linda M. 7/12/10 1:11PM

  • I purchased an HP office jet J6480 in March of 09 and a month ago the scanner light went out. Tried to find out if a light was available to replace, nope. Called the polite service tech and found out it is "out of warranty" already - 15 months after the purchase and I will have to replace it. OK...however, what does one do with a big piece of plastic that doesn't do its job - chuck it into the landfill? Where is the environmental responsibility for a company that makes products that have a life span of 15 months????? I'm fed up with HP and their irresponsible behavior.

    Anonymous 7/12/10 7:22AM

  • Why does HP make it so difficult to do business. This India communication is impossible. I called for information on what to purchase. Truely, the HP rep. didnot understand my questions.

    I did purchase 2 towers from him. When the specs were emailed to me I sadly feel the tower capabilities are not what I needed. Also, I wanted them shipped immediately, but Mr. India, put me into having them built, and therefore delayed arrival. I am very disappointed with this experience....and I have not even used the new computers yet.

    Really, communication is essential! What ever happened to the HP service of yester-year?

    chjudson@aol.com 7/9/10 6:58AM

  • BEN LUY IN BOISE IDAHO OFFICE VERY RUDE TALKS VERY POOR ENGLISH. A VERY UNHAPPY PERSON THAT WORKS FOR HP.

    DR. ROSS ALBERT 7/8/10 7:24AM

  • DO NOT BUY a computer from HP! They are junk AND you CANNOT get tech support. You can't understand them. They fight with you. They hang up on you when they realize they don't know what you are doing. I HATE this company and this computer. In the four months I've owned my HP piece of junk, I've discovered not one single HP owner who is happy with their computer. I had mine less than three months when a problem arose and they danced around the warranty. Again, DO NOT BUY HP!

    Bebe 7/7/10 6:43AM

  • I called in because my wireless internet was not working. My computer is about two years old. The person told me I needed a new wireless card. I wasted $90 buying a new wireless card, put it into the computer and it solved nothing. I called to get some tech support and they told me now that I have to pay to get tech support. I understand not providing replacement parts for free after the warranty is expired but charging for tech support is pathetic and obnoxious from a billionaire corporation.

    I then asked to simply return the part and was transferred 4 times and put on hold countless times. After wasting an hour of time I was able to return the part but my computer is still broken.

    I followed these phone calls up with a couple of angry letters to their CEO and Board of Directors. The next day I received a phone call from another incompetent moron that told me they do offer free tech support online. I asked her how does that help me when that is the problem with my computer, I can't get online. She told me to go to a library or a internet cafe. I asked this moron how is that convenient? She told me it was just a suggestion. I told her it it is obvious HP doesn't care about it's customers and I will never but their products again. She told me that was fine. I am still wondering what was the point of the follow up call other than to confirm they have horrible customer service and could care less about return customers?????

    I_now _hate_hp 7/2/10 11:35AM

  • I bought a Compaq Presaro three months ago and found out that they had installed a non genuine copy of MS Home 7 in it. At no time did they ever admit there responsibility for this. The label on the back gives a genuine number. This was confirmed by MS. After I kept getting pop ups saying that my PC was running a "non genuine OS". I contacted HP by email, (after I gave up trying to understand the India nationals). I spoke with more than 12 different people all of them either did not bother to read my problrm or did not understand it or, which was more likely, were reading from a "script". All wanted me to buy and run a recovery disk. I didn't need recovery, I needed a genuine copy of Win. 7 which is what I paid for.
    I asked them to send me a new PC and I would transfer my data by wire to the new PC, there by eliminating a very large portion of the work involved in starting a new PC. I would then return the defective PC, or if I did not they could charge me for it. They flat out refused to even entertain the idea. This is a very common practice with most REPUTUBLE Co.
    After going thrugh this I WOULD NEVER BUY ANOTHER HP PRODUICT AGAIN.
    They have the absolutely worst Customer Service I have ever encountered.
    If you buy an HP product you are on your own. Do not expect them to help you if there is a problem.

    Lcrowd 7/2/10 5:54AM

  • Hewlett Packard customer support is total garbage. I spent 4 hours on the phone with their India team who were not able to fix the problem and finally even tried to get me to pay for further support. Customer service (Mexican), refused further assistance and sent me back to tech support. This is infuriating and ridiculous. Do NOT buy a Scanner from HP.

    Viper123 6/30/10 10:49AM

  • I bought an HP pavillion DV9000 2 years ago, after the first year I had to send it back due to a bad hard drive. Know that I'm in my second year the video chip is over heating and my computer will not turn on. I called HP who are aware of this defect and are unwilling to fix it! I was told the 2 year warranty expired and I would need to pay $259 for repair. I will never purchase another HP product! I have owned a compaq lap for the same amount of time that I only paid $299 for, it has out performed my HP in durability!

    botello 6/28/10 8:30AM

  • I bought a Compaq Pavilion desk top at Wal-Mart the day after last Thanksgiving. It stopped working last week. (still in warranty) Because I live in a remote location, I had to buy another warranty for $139.00 to get in-home service. That was last week. So far, I received one phone call an HP tech. He is about 100 miles away and "whined" about the driving distance to my house. So far, no service and no working computer...I have called his cell phone twice, and left messages, he has not returned my calls. BEWARE,DONT BUY HP!!!!!!!!!

    Anonymous 6/25/10 9:43AM

  • My HP Mini was returned for Srvice on 06-04-10 and I am still waiting for it to be returned. I called on 6-10-10 and was told it was being repaired. As of 6-24-10 I am still waiting. I have called the service center in India and get the run-around. One day they tell me it is being shipped to me in 24 hours. The next time they say it will be a couple days. Also it takes at least 15 to 60 minutes to get an answer. I would highly recommend that no one purchase an HP product.

    crjfood 6/24/10 3:35PM

  • I have spent more than 24 hours on the phone with HP. My issue is still not fixed. Absolutely horrid customer service. This is the second time they are taking it back to the factory...it's still not fixed. I encourage others to go to their website and e-mail CEO Mark Hurd!

    angry 6/23/10 12:54PM

  • HORRIBLE CUSTOMER SERVICE! My HP Mini had a white screen..I even plugged it into an external monitor and it still didn't work. Best Buy told me it was most likely an internal issue. I called HP Customer Service and was on the phone with customer service for over 2 hours...so long my cellphone battery died! They had to call me back an hour later! They had me get a little screw driver and take of the back of my HP Mini..remove the ram and a few other pieces then put in back together. All I wanted was the box to send the mini back for warranty repair! I just got a call from HP and they are saying the screen is cracked in the corner..problem from the screw driver they had me use to pry the back off! Not to mention...their english is VERY LIMITED...have a translator close at hand!

    Cherri 6/21/10 11:50AM

  • Our company is very disappointed with HP after sales customer service and they are trying to make money for ever call we make that is so disgusting and ruthless and absolutely we are not recommending HP to any one Buying HP product is absolute mistake

    Ray 6/21/10 9:12AM

  • Spent 1.5 hrs on the phone with customer service, much of it on hold. They never got my name right after repeated spellings and it took literally seven tries to get them to confirm the correct product number. I basically almost had to get nasty with them before they would listen to what my issue was- they kept telling me the part I was calling about was out of warranty, which it wasn't. They made up an email address which didn't even remotely resemble the one i'd given them which I found out when I asked them to stay on the line with me until I received an email confirmation- when I didn't, I asked them to read back what they had on file that they'd taken literally seconds earlier and it wasn't even close! And they were totally unapologetic about it! Then told me they couldn't send another email to the address because the order had already been placed. Unbelievable. I am shocked that a customer service rep would blatantly lie to me like that. I was so incensed by the time I hung up. Seriously shoddy customer service. I am a polite and patient person- it takes a lot to get me this worked up.

    Anonymous 6/15/10 1:21PM

  • HP sells printers that are not compatible with their computers when using a wireless network and Norton anti-virus is installed. HP Photosmart printer doesn't network with HP Pavilion laptop due to stoppage in Norton anti-virus software (which HP promotes by including on new computers).
    Spent 7 hours with 3 Service Reps and a Supervisor. Each time a callback was promised in order to resolve the problem. The callbacks never happened and you can't be reconnected with the person you already talked to. If you call in to reach that person they say "impossible" and want to start all over again. After 7 hours invested - No thanks!!

    RB 6/14/10 11:58AM

  • Hewlett-Packard has the worst customer service that I've ever experienced! I will go back to DELL! I purchased a wireless AIO 8500 printer. It was defected, after speaking with the tech agents, finally convienced them to take it back, WELL they did but charged me 37.00 for shipping back and in its place they send me a REMANUFACTURED PRINTER. I was livid, called HP and was referred to Case Mgr (1877-913-_____) what a joke, they said that was the policy and for me trouble would refund my $37 and give me a coupon. WELL 3 weeks later I'm still awaiting their promises. They will not return my calls. I have been online to search for corporate numbers to complain but to no avail. I wish those corporate folks at the top would contact me. I will keep trying until I get through. VERY DISAPPOINTED WITH HP.
    Mrs. DASJ.

    dasj 6/14/10 8:52AM

  • I have only just started my journey with hp customer service but having read some of the comments here decided I'd get started early. My less than 2 month old notebook will not work using the battery. I did all the necessary checking and the computer acts like there is no battery. I called "customer service", you know the one in Calcutta? I jumped through his hoops (at least the ones I understood), did I mention Calcutta and was on the phone for over two hours? You can't talk to anyone in this country, by phone or email. I was told I would need to send it to a service center. AT MY COST! I went round and round with them. This computer is barely over one month old. It's obviously a flaw in workmanship or a manufacturing error. I should not paying for anything at this stage. They don't seem to be the least bit interested in having a satisfied customer.
    They haven't even worked on it yet and I'm already very unhappy.

    patches 6/11/10 5:29PM

  • I have contacted HP multiple times about the HP Solution Center constantly opening up on my laptop while I am working. This feature is very annoying. The customer service representitives refuse to assist me with this since 'the printer is out of warranty'. I will NEVER purchase another HP product again; if this company cannot provide service, then they shouldn't be in the business. They will not let you speak to any manager or supervior to file a complaint.

    Anonymous 6/7/10 5:38AM

  • terrible customer service.........no help whatso ever

    Anonymous 6/7/10 5:35AM

  • Our lap top was dropped. Screen looks like a broken mirror when you turn it on. Lap top pavillion is only 4 months old so its still under the original 1 yr warranty plus we bought a 2 yr warranty to go with it. Guess what folks. According to Hewlett Packard, those warranties that you spend extras money on, well unless something happens to say the battery, or normal wear and tear, you warranty is no good. They are telling us that its going to cost $400 more to fix the screen. This is after we just put out $1200 to buy it and its warranties. And of course customer service wouldnt give us his name. Wanted to talk to a supervisor, after 30 mins finally spoke to one. He only gave is first name. What kind of business are you running Hewlett Packard?? Sounds like a rip off to me. I myself am checking into legal actions!

    Anonymous 6/2/10 5:39PM

  • hours and hours wasted on the phone with overseas support reps who ignore me when i tell them over and over that i have already performed the exact steps they are asking me to do. i am an IT professional, i work on computers all day. i know when it is a hardware issue that needs physical repair.

    then i get chastised for being impatient, was told "you only need to follow the instructions, there is nothing else for you to do, just follow the instructions and that is all." i have been phoning back and forth with HP tech support for 3 days now, and they keep starting me from square one. they never have any record of my previous phone calls from one rep to the next so i have to start over every time. even when i give the case number, there is no record and they have to start over. my computer is UNDER WARRANTY AND IT'S BROKEN, why is it so hard to get it sent in for a repair?

    i will never purchase another HP product as long as i live, and i will advise friends, family, and customers to avoid HP as well. their support is non-existant, if your computer breaks you are on your own. their phone support is designed to prevent you from sending in the computer for repair.

    jsupport135 6/2/10 12:01PM

  • HP had combined both my billing address and mailign address and it had taken two weeks to get the one-day delivery...well, its been two weeks today and who know when I'll get it. After calling customer service I kept getting tossed around from the "mini-notebook" department and the "Pavillion" department. This went onn for an hour and I had to hang up. maybe I will calm down and try again in a day or two. They also refuse to supply a manager name or number for complaints.

    Kevin 5/26/10 6:44AM

  • Hp informed me before I brought the laser jet printer for home use that i Will had 24/7 technical help. THAT IS A LIE They offer technical help for laser jet only during office hours. This is FALSE Advertising.

    Anonymous 5/16/10 8:29AM

  • Your product stinks. I have a new photosmart C309 and it doesn't copy. It is impossible to get help unless you stay on a phone at least an hour. I bought at the apple store and there is no help there. You do not have service centers and I can't drag this back. Where can I get some help?

    byerhope@gmail.com 5/15/10 3:11PM

  • Worst experience ever. Customer service seems to have made it their top priority to drive customers away from HP forever. After repeatedly placing the customer on hold for 20 minutes and then disconnecting them. They lie continuously in various ways - they insult the customer for trying to reason with them - they do not respond to clear questions - they run you in circles -- so far after paying $100 - 2 weeks of 4hr days on the phone - 90% of the time on hold and another 5% being lied to and insulted. They finally admitted they do not support 64 bit operating systems for their "All-in-One" Laser Jet printers - that they only offer a defective generic driver which does not support the scan or fax functions of the "All-in-One" Laser Jet printer. I say defective because after all of the grief the irresponsible incompetent unethical teck support (sic) crew gave me

    ---- after shelling out $100 - after weeks of lies - promises to call back THAT WERE NEVER NOT ONCE HONORED!!! Disconnects, and the brutal uptake process which NEVER takes less than 20min on hold to reach someone who then almost immediately places you on hold AGAIN for another 20min until your phone battery discharges and you have to try again the next day! And then when you finally get through - you have to start all over at the beginning - as having a case # and having paid seems to mean less than nothing ------

    AFTER ALL OF THIS AND MANY MORE INDIGNITIES EVEN THE BARE BONES GENERIC DRIVER PROVED TO BE UNINSTALLABLE!!!

    DeathToHP 5/14/10 6:08PM

  • The screen on my laptop popped and the LCD screen got cracked. I specifically explianed the problem and was quoted a not-too-cheap price of $315. The lap top cost barely over $500. When I agreed to the service because they promised a "like-brand-new" computer with full warranty, I accepted the service at that price. Imagine how surprised I was when they said the problem was the LCD (which I had already told them!) and it would cost about $125 more! They said I was quoted a price for the hinge on the LCD, not for the LCD. These screens can be bought on Newegg for about $200. They wanted more than twice that amount for putting the screen on for me!!! NEVER will I buy another HP product!

    Anonymous 5/14/10 3:17PM

  • Do you want to know what "horrible" means? Ok, just take an experience and then you will totally understand.

    Anonymous 5/13/10 2:02PM

  • Recently had a hard drive apparently fail on a HP PC not even 2 years old. No prior indication that it would fail, always passes self diagnostic tests. Called tech support and received the easily understandable female voice providing menu options. Then, you get the tech support from India. Hard to understand and communicate, long pauses between instructions and repeated information exchanges. Of course, the one year warranty is expired so you get the $49.99 option of one time phone support or the $99.00 option. Spoke to two techs, both of whom gave different diagnostic instructions; neither of which worked. Then tried to sell me another hard drive. This was a big waste of time and money which I realized about 30 minutes into dismantling my tower at their instuctions. Will be calling to seek a refund. Surely HP can do better than this!

    Anonymous 5/11/10 4:33PM

  • Sent in desktop pc to have it repaired to have hard drive replaced. They in turn sent back "SOMEONE ELSE'S" computer to me....NOT mine! This is a nightmare to say the least. Not getting anywhere with the customer support! Who know's where my computer is?! I will NEVER purchase a HP product ever again!

    sunnydayze 5/10/10 3:38PM

  • I bought a Officejet Pro 8500 printer about 10 months ago. I have never been able to scan and edit. I have tried the tech support with Hp. I have been tied up with them sometimes for 4hrs. disconnected, hung-up on. It has got so they just leave me hanging for so long that you give up. I have had a local computer tech. out to the house twice in one week. He spent an hr. with HP tech. They got it to scan and when we looked at the document close everything was a mess 1's was an I-5's was an S and words had symbols unknown, margins all moved around. My technician doesn't want to bother with it anymore. He spent 5hrs out here last time. I have spent so much on this printer I could have bought 3. I bought a new computer this month and it is not an HP. I can't understand the support tech service there is a language barrier and I have had to just tell them sorry I can't understand you. They have even told me I need to get extended warranty. I told them since I couldn't get it working now why would I want extended warranty. No more HP products for me. There needs to be something that could be done about this. I should have been able to do something with this before warranty runs out. I am a senior citizen that has been ripped off.
    OK Senior

    OK Senior 5/7/10 8:42PM

  • Dear Sir,
    I'm feel that Hewlett-Packard Support has failed me miserably. I have had problems with my laptop continuously.I would talk to the people and I felt they didn't know what they were doing. Finally I went to COSTCO to see if I could get help. They informed me that my computer had Apollo motherboard issue and they directed back to hp. HP support told me that the computer was out of warranty. I had many issues while it was in warranty and never was I told that my computer had Apollo motherboard issue.
    I elected to pay to have my laptop fixed. The hp product repair- Customer receipt noted that the system board, thermal pad & cables were repaired/replaced.
    I felt it was inappropriate for Hewlett-Packard Support not inform me about the Apollo motherboard issue while it was in warranty.

    Respectfully yours
    Walter Lata

    Anonymous 5/5/10 9:20AM

  • I just got off the phone with an HP help/support person, whom I was calling to find out why my HP laser jet 1522 nf was streaking when receiving faxes. This individual was having me make copies (the problem was in the faxing) and had me clean the glass on the copier -- o k ay...then he announces that the call would usually cost $30+ dollars..."For what?" I asked, you didn't do anything!! What's up with HP??????

    Anonymous 5/4/10 11:22AM

  • I purchased a desk top computer on april 24th .I needed this as soon as possible they gave a choice of shipping I chose to have this shipped in 2 days service this option cost me $69.00. It is now may 2nd and I am still waiting.also it is not possible to contact HP by email for any problems this tells me they have so many problems the email would be flooded. I have stage 4 cancer and cannot use the phone service.

    mwegman 5/2/10 7:15AM

  • It is very sad that the HP dealer misguided me that I can extend the warranty of my HP Pavilion Laptop anytime during the first year of my purchase. When I approached the dealer after the lapse of few months, I was refused extension on the ground that I should have extended the warranty within 90 days. When I contacted HP, I was spoken to in rude language saying that the dealer is not at fault. For a HP loyalist like me it was a bad experience and I will never again buy any HP product.

    S. PANDIYAN 4/28/10 2:14AM

  • I had an awful experience calling HP customer service some guy got me 4 hs on the phone, he sold me a 49.99 plan that was supposed to fix the issue I was having in my computer, said by him ANY issue, after having my computer cleaned up, the did a total recovery they ended up saying it was a harware issue, which I knew but they insisted in doing a recovery anyways, they wanted me to pay $298 to fix the issue?! so they got you with these "plans" that they have, they DONT explain how it really works, and then try to make you pay to really fix it
    I also asked the tech if windows office was going to be there after the recovery, he said yes, of course it's gone and now after listening to the conversation where he tells me that it is going to be there, they are not offering any solution
    The customer service this company offers is awful!
    I am not buying an HP product ever again!
    Not to mention that the web camera in my computer stop working after a year!
    POOR POOR POOR!

    Juli 4/25/10 9:18PM

  • They will not actually ever get on the line, you are ALWAYS disconnected after going through voicemail hell and sitting on Hold for a while.

    MissSBB 4/23/10 2:23PM

  • Laptop return for repairs leads to a stolen laptop

    Anonymous 4/20/10 10:27AM

  • I am in the middle of one of the most frustrating, expensive, horrifying and stressful service support and warranty situations that can exist. My life is out of control over this and HP does not have the slightest idea or even care how situations like mine impact us their customers. My HP Pavilion crashed three months ago and after going thru over thirty or more hours of service techs, all very polite, constantly repetitive, impossible to understand, doubt my abilities to push the key board, and don't have the foggiest idea what to really do, and pass out "Case, Service ticket, repair and report" numbers like pop corn each time you call. Yes, they do speak English but at 200 mile per hour and not with proper sentence structure. Oh! Lest I repeat and repeat, they repeat ad infinitum. After being forced to buy a "repair disk" that kills your computer more and completely lied to about that it will save and recover "all information and restore my computer to like new" my computer still would not work so I was told I would be given a replacement. You also must purchase a bunch of the more expensive high density DVD CD RW and you are not told this until you plug in the purchased "recovery disk". All my 'programs' that I have purchased, some downloaded from the internet, (like Microsoft Office, Excel, Anti-spam, business software, customer information, Video, spy spam anti virus, personal, business programs and much more are permanently lost at my expense. After repeated calls to get my replacement computer have been to no avail and it is now been three months. This has cost me thousands of dollars. I still cannot get co-operation to get a proper person that is NOT a service tech to solve this problem. I am an office consultant and I also have a small repair business and this is going to cost HP much if this issue is not corrected. Here is just a few of their "numbers" 8037056494, 8037753100, 75014383378, 8039704487, and there are more. Names ??, Sorita, Gilbert, Tony, Hapsu, Richard, April, Rajic (So) etc. etc. etc. How does such a large profitable corporation survive with an operation like this. Feature this, each time you call the automotive speech response operator and reach a human, you must repeat ad infinitum again every number and your personal information. I still do not know where all this will go but the Attorney General will probably get a letter. Oh! Don't expect to get a person of responsibility or be given information to get in touch with such from a service tech. And feel free to call back any time for more of the same, thats if you can get the automated phone to work properly. God Bless America.
    Enjoy,
    Vic

    Vic 4/20/10 6:30AM

  • I purchased my computer on 11/4/09, within one month of use it would not power up when I hit the power button. I spoke to HP Tech Support numerous times and could not get the problem resolved. One Tech Support person wanted to load Anti-spyware on my computer. Needless to say I had to send my computer back to HP, they had it for two weeks and said they could not find anything wrong with it. The day I got it back the unit would not power up. I took it to Best Buy where I bought the computer to show them again that is was not fixed and they said they could not do anything. I have tried numerous times to get assistance from HP with no resolution. I will never purchase another HP computer or product for that matter. I should have stayed with old faithful - DELL

    Anonymous 4/19/10 3:34PM

  • This company is rude and does not know the definition to CUSTOMER SERVICE OR SUPPORT.

    CustomerIsAlwaysRight 4/16/10 10:34AM

  • I purchased an HP Desktop from their 800 number... worked great then the video card stopped working... as I had a warranty I called to have it fixed... in the process we found that they shipped me the wrong computer... they "can't" honor the warranty I bought with my computer because I don't have my computer.... I have someone else's... their Idea to fix the problem; they would send be a $100 gift card to be used with the purchase of additional HP products and honor the warranty of the computer that I have in my possession.(2 yrs) I purchased a 4 year warranty... after several calls to India I finally got shifted to Canada... long story short I have hired and attorney and they won't return our communications... I have purchased 2 desktops and 2 laptops in the last 12 months all HP's... customer service is an oxymoron in regards to HP!!!

    dranedout 4/14/10 12:29PM

  • I bought a band new comp from hp in feb. withing 3 weeks there was a power problem due to faulty wireing in the computer. Afetr dealing with tech support that said i would likely get a new one because it was under warrenty they decided i should send it in for repair. I do so it was sent back the first time unrepaired. I called tech support again and after opening it up and diagnoseing it was the motherboard thta had went out i sent it back a second time still under warrenty. I get an e-mail today saying its comeing back again so i call to make sure it is repaired. To my absoloute Horror HP just decided to void my warrenty due to "bug infestation"... There were no bugs in it when i opened it up. Less then 3 weeks old?? Not likely to have bugs... WTH... I think they are makeing excuses here. I have witnesses that can vouch for how it was sent out to them?? Mabye picked up an infestation over the weekend at Fed Ex??
    Or was their haveing it shipped to them just a way to keep from haveing to honor the warrenty?? WARNING DO NOT EVER BUY HP!!!

    HPMustPay 4/13/10 2:07PM

  • On Oct 7, 2006, I purchased a Great PC a1647, I loved my PC, gave it the best rating. Then in March 2010, I received an HP updated, my Great PC became garbage. I felt so disappointed. I ordered the recovery disk from HP believing I could bring it up again and restore it. All in vain. My mother board and CPU died on it. Being unemployed did not help me neither. how can you do any job search without having on line communications. I am going to school to learnMS Office, Shortly before that another HP PC in the family Mother Board and CPU died on it as well.

    Would I recommend to some one else? Now, would you?

    Jamie 4/12/10 4:36PM

  • I had talked to 3-4 tech support people and was told that the personal Meida Drive that I ordered was the internal 1, get the drive by mail and Guess waht It is external, I have been on the phone getting bounced around from person to person and at 1p.m. a customer service (Man) was loudly tell me that he whould stop the transaction right now, this was at the end of the 62 minutes that I was on the phone with him, I ask to speak to a supervisor and was shouted at," I will put you on hold for 65 minutes and was put on hold.
    After that I did call right backand was telling about the rude person and his actions, I hope that records can be brought up and find the person that I was talking to, this person DOES NOT need to work with the public.
    In 14 years I had an HP but this expierance has broke any future HP computers or any thing HP in this house.
    Not unless someone can explain why this is an ongoing thing.
    Please feel free to E-mail me and or call the e-mail should give you the info.

    Thanks for nothing,
    Very upset

    timebandit.1@netzero.com 4/12/10 2:24PM

  • I bought a desktop on Jan 23,2010. I could not get to the initial start up. I made over 10 calls and email Help requests. 98% of the time I got to a person who could not communicate clearly due to their accent and I had to repeat myself over and over because they had a poor understanding of ENGLISH. This is due to greedy companies who outsource their customer service to India or another country. They are more interested in a few extra dollars bottom line profit than CUSTOMER SERVICE. I had to return this NEW computer twice and still could not get it to work. FINALLY, after 30 days, I got to an English speaking person. All I had to do was tell him what components I had and he suggested that I contact my Monitor company and see if my 1 year old monitor was compatable with Windows 7. I did and they stated it was not. I went and bought another monitor and my system works!!!!
    These other 7-10 Customer Reps? I talked to kept claiming that my old monitor was working. I kept telling them that if my computer worked with the technician that I sent it back to and it did not work for me, that it must be the monitor since the items he is working with only differs in a monitor. I wasted 30 days, when it could have been figured out in one call.

    disgusted 4/12/10 4:45AM

  • Spent at least 36 hours on the phone with technical service at different times over the last week, most did not have a clue what they were doing! Spent $99 for tune-up and repair for virus, now my computer is worse than when I started with HP. they could not fix it so then they wanted to charge me for a recovery CD. They wasted my time, took my money, one of their tecs lost valuable files, and now they want me to pay them more!
    Never will have another HP product! Should have gone to someone locally to fix my problem.
    Worst customer service I have EVER encountered. If you have a problem, call someone else to repair it.

    Pat 4/5/10 9:36PM

  • Hewlett-Packard customer service is the worst. I spent over two hours trying to get a broken wireless keyboard and mouse replaced. I spoke with about 15 people before i finally gave up and hang up the phone. I will never buy an HP product ever again.

    rhlappraisals 4/5/10 4:46PM

  • The only resolution for each problem with HP desktop is to restore back to factory settings. The products are inefficient & inferior to all the other brands available. It is also a waste of money and valuable time spent with technical/support on the phone. DO NOT waste your money on any HP products!

    Anonymous 4/4/10 12:37PM

  • I am writing this in order to report a totally dissatisfactory customer service of the HP.
    I had a problem with my computer's motherboard, which needed to be repaired or replaced. The computer was out of warranty. I called HP and requested a repair service. I described the problem with all the details. Since I am an Electrical and Computer Engineer, I also included all the technical details with the problem. They told me that I need to pay $329.00, and all the repair procedure will take no longer than 5 business days and they will return the computer back within 5 business days. I accepted to pay $329, and proceeded with the repair service and asked them few times to make sure that it will not be longer than 5 business days. Because I am using the computer very much and my jobs requires working on computer even when I come home.
    On March 23, I requested the repair service. On March 26, I received the empty box to ship my computer. I put my computer in it, and shipped back to HP. On March 31, HP received my computer. Now, I have received an e-mail indicating that the expected delivery date is April 21, 2010. Therefore, it is almost a month, not 5 days.
    I contacted HP with this regard to see why it's going to take more than they promised. The technician I talked to told me that my computer has already been serviced and shipped me back. When I asked for the tracking number, he gave me the tracking number of the empty box shipment. When I told him that this is not correct and they have just received my computer, the technician gave me another number which is related to the shipment from me to HP. Eventually, he connected me to the supervisor. He told me that the expected delivery is on 04/21/2010. When I reminded that the promised duration for the whole procedure was 5 days, he failed to give a reasonable respond. I have already stated my problem in details and I was promised to receive my computer back in 5 business days. Now, it's gonna be almost a month. This is not acceptable. I agreed to get my computer serviced because they promised me that it won't be more than 5 days. I already informed them regarding the problem and the solution steps, they were already aware of the problem. I can't understand why they increased the service time and put an estimated delivery of April 21. They also fail to give a reasonable explanation for this delay. Their technicians are very rude, make you hold on or stay online for so long, without giving a respond. They are also not qualified enough to discuss a problem with the customers and they are very disrespectful. For most of the time, they are not aware what the problem is and they only repeat some sentences that they memorized. I am totally dissatisfied with the HP's customer service. This is the second time I am having trouble with them. In the first time, they sold me a so-called "extended warranty" for 1 year. Than, they offered me a service repair for $299.99 and eventually told me that the extended warranty I purchased was only covering the phone support but nothing else. So I paid a lot of money and wasted a lot of time for absolutely nothing. They always tell that they are sorry when talking or chatting online; however, they can not provide a solution.
    Upon your request, I can provide all the chat history that I had with them at the last time. You will agree with me. If they told me earlier, I would make other plans or I might not prefer to proceed with the repair service. They could have told me earlier regarding the estimated return date. They lied. Now, I will be without my computer for the next 21 days and it may even take longer. I don't trust HP anymore and I believe that they are the number one dishonest company in the US. I have already paid $329.00 for service and they can't repair my computer on time. I don't know what to do know. I requested this case to be escalated to a case manager, but no one called so far.
    Please help me.


    I am expecting them to be honest and return my computer as promised earlier. It's been already 8 days since I requested the repair service and they want me to wait till April 21. I can't accept this. They need to expedite the repair procedure and return my computer as soon as they can. I already paid $329.00 and wasted a lot of time. It is my right to obtain whatever I paid for. Therefore, I am expecting an expedited repair and expedited shipping. Otherwise, I have to disseminate my dissatisfaction with all my colleagues, friends, family, and all third parties. I won't recommend anyone HP unless they try to get back my trust by doing their job on time.

    OO 3/31/10 3:41PM

  • Worst service and worset product......sincere advice do not purchase and waste of time to call them....

    Anonymous 3/29/10 4:40PM

  • YOUR CUSTOMER SERVICE IS HORRIBLE, THEY ARE RUDE, UNFRIENDLY AND YOU CANT UNDERSTAND HALF OF WHAT THET ARE SAYING CANT HELP YOU TO BEGIN WITH. IF A CUSTOMER BUYS YOUR PRODUCT, LIKE ME SPENDS ALOT OF MONEY ON IT AND IT GOES BAD AFTER ONLY 3 MONTHS YOU SHOULD ADVISE YOUR SO CALLED CUSTOMER SUPPORT THAT YOU DO NOT OFFFER TO SEND A REFURBISHED PIECE TO THEM, TO REPLACE A BRAND NEW ONE, THAT IS ALSO A PIECE OF JUNK LIKE THE NEW ONE THEY BOUGHT HELLO REFURBISHED WAS SENT BACK CAUSE THERE WAS SOMETHING WRONG WITH THAT ONE TOO. THANKS FOR THE WORST CUSTOMER SERVICE EXPERIENCE EVER HP!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

    Anonymous 3/26/10 12:21PM

  • dec 16, th 2009 I purchased a desk top 2 laptops and a wireless bluetooth copier printer all hp spent 0ver 3000.00 on this stuff, a week ago my sons 1200 dollar laptop took a crap the hole key board went bad 4 days latter my 400.00 printer went bad the radio network part on the inside of the printer took a crap mind you these are only 3 months old called customer service and talked to 3 different people and these people want to send me refurbished crap they were rude vulger and disrespectful and could care less that i am very upset about this. i did not buy refurbished equipment i dont expect to get refurbished crap back if they were a year old or 2 ya but 3 months. i have never been treated so rudley. I WILL NEVER BY HP AGAIN OR TELL ANYONE ELSE TO EITHER. I WAS HUNG UP ON, YELLED AT, CURSED AT AND LAUGHED AT BY HPS SO CALLED CUSTOMER SERVIVE PEOPLE. I AM SO DISAPPOINTED IN HP THAT I EVEN SENT A LETTERS TO 23 NEWSPAPERS ABOUT MY EXPERIENCE TO BE POSTED IN THEIR " LETTERS TO THE EDITOR" SECTION. and plan on sending out more.



    Anonymous 3/26/10 12:00PM

  • my experience with hp tech support talking with a rep from India was typical my problem was a blue switch was mistakenly moved in the printer tray and the rep told me to buy a new printer because mine was worn out i was ripped off for 39 and will share this bad experience with all of my frineds and business acquaintences

    petlets@verizon.net 3/23/10 4:08PM

  • my hp mini 700 was broken and i contacted hp to get it fixed. I organised a pick up day and that was that until on the day it was due to be picked up nobody came. i contacted hp and they read out the wrong address after repeating it twice and reading it back to me. new pick up day then again the same thing happened again after talking to customer services and after reading out the address letter by letter on the third day the got it wrong again but luckly the delivery driver rang me to find where i was other than that i believe it would not of stopped

    scuba rob 3/22/10 4:14PM

  • I purchased a brand new HP Pavilion Elite e9280f computer Dec, 2009. It is now March 20th 2009 and I still have not been able to use the computer. The computer came with a defective motherboard (Computer crashing to the Blue Dump Screen BSOD) for which I have spent countless hours of wasted time trying to fix it for 3 months. I am connected always to India for tech support, not one of these people has fixed the problem. Every time I was calling for support, I am answered by different people, they are not able to read the previous comments on my opened ticket, and they testing my computer from the beginning again and again then reinstalling OS. I must deal with whoever answers the phone. I requested to be able to bring my computer to the local authorized dealer and I was told I would have to pay for that - even under the manufacture warranty! Finally after two months of the countless phone conversations, Than they decided that this is known problem and they have to defective motherboard. They ordered for me an empty box and asked to send my computer to HP for repair (7 to 10 business days). Later on, I've received my computer with "Repair History" - "Reinstalled OS"!!!
    The problem still there - BSOD crash happens again and again and again.
    After another week or two of the phone conversations, they decided to send specialist to my home to replace my motherboard! I was happy! Finally! But.... Too early!
    Right after the motherboard was replaced, another problem, I believe related to the new motherboard shows up: every time when my computer going to the sleep mode, it is gets frozen and all fens inside of the box start spinning as crazy making a lot noise for the hours - none stop!
    Today I've spent 5 hours on the phone with (Oh, again) different support persons, they all started from t he same problem, telling me absolutely nonsense reasons for this problem, even one of them said that my computer gets frozen because of bad mouse and keyboard! Another "smart" guy decided that i have to send my computer back to the HP for another repair!
    I explained that this is my work computer and I cannot lose my job because the hp tech support unable to fix it.
    So, now I am waiting for t his case to be escalated to the "second level supervisor"
    This was a brand new computer. I should NEVER have had to go through any of this and YES you should be compensating me in some way. Never, ever buy from HP their products and service is above and beyond atrocious!


    AlexK 3/19/10 9:23PM

  • The customer service I receive from India is terrible. I am continually transferred all over the place with little or no resolve and broken promises. I have been charged at least twice for every purchase. The HP Pavilion Notebook I bought crashed one year after I bought it and has caused me to deal with people who have different cultural values hence a way of dealing with problems in an unfriendly noncompatible way. I am extremely unhappy that my concerns are not being addressed appropriately and will never purchase nor recommend anyone to HP products with these experiences at hand.

    shealo11 3/17/10 11:04PM

  • I bought a lemon from HP 3 months after my purchase I had to have the drive replaced. 3 months later it needed to be replaced again on the laptop. 3 months after that it needed to be replaced again so this time I sent it in to be repaired since it was still under warrenty. Sent computer in and never received it back. When I called to find out where my computer was i was told that they recycled my computer. So here I spent money on a computer had problems with it over and over and then Hp never returned my property. Now I have to take more time to sue this company for the expense of a computer that they basically agreed was a peice of junk and recycled it. So here I sit with no computer and no reimbursment for my computer which is absolutly bad business practice if not illegal. No letter from HP no phone call from HP its been 3 months I guess they think I will go away. I am not I will get reimbursed.

    msral_1999 3/15/10 9:14PM

  • I purchased a refurbished Pavillion early January 2010. When I installed the Windows 7 upgrade, eveything has been downhill. I have talked techs almost daily for two weeks - only to be instructed to perform the same test over and over. Most of these individuals are in India, most are pleasant, but not very knowledgeable. I have had to go as far as removing the memory cards and reinserting them. The computer continuea to crash and I keep going in circles. when I ask to speak to someone else, I am told told that I can't speak to anyone else. I was told told that that they would replace the hard drive, sound card along with the mother board, only to be then told after being placed on hold that it was not a hardware issue. After continuously complaining that my warrant would soon expire, I was asked if I wanted to purchase an extension of the useless warranty that I now have. There must be a higher authority that can help with this.

    Anonymous 3/12/10 11:13PM

  • its been more than 2 weeks and haven't received my laptop repaired.they say hard disk not available with HP........what a joke!
    laptop is still in warranty.

    tshr 3/11/10 11:31PM

  • I had previous experience with HP products in past employment and decided to go with them when I purchased my first home computer. I needed it for my new position and I decided to purchase from HP. I had a horrible experience with my HP dv9000 series laptop. Apparently the nVidia caused a problem with the memory, motherboard etc, etc. The computer literally smoked! My warranty had already expired. Long story short, my machine went bust just AFTER the two year extension for this problem. I was unaware of the extension, because I purchased another laptop (from a competititor...I was out of town and bought a DELL Inspiron...LOVE IT!!!) Months go by and I overhear a conversation about HP repairing the dv9000 series because of the exact problem I had, the repairs were done for free for this individual. I was so excited and contacted HP upon my return home. I do believe the problem is more widespread than HP wants to admit (I have seen this same scenario complained about on other forums) If they admitted a real issue they might have to do right by their customers. I tried to use on-line chat (disconnected 3 times mid-conversation...what a shock), left on hold for 20 minutes of a 90 minute conversation, transferred three or four times. I was informed that the extension had expired and that I "should have" kept up with the information, for a computer that was not functional. If I had not been so angry it would have almost been funny. The logic used...non-existent. The most appalling thing that I find with the whole situation is that when I asked to speak to a supervisor regarding my displeasure...I was told that "supervisors don't talk to customers, I have the authority to make this decision. The best I can do is a repair for $399.00 USD. Your machine failed outside the extension. That is really not our problem, at this point we are doing you a favor." WHAAAAT! I paid over $1400.00 USD 3 1/2 years ago for a piece of equipment and you are doing me a favor by repairing it for about half the cost of a new computer today. No thanks HP. I have told anyone I know considering a new computer or other technology not to get HP. I work for a very large university and am on a committee for new technology purchases. When we were considering replacing our computers, I told this story...and several others chimed in with similar problems. We used another product line. Bad customer service will cost them much, much busines. Their executives will eventually find themselves out of a job, because a company that is this unconcerned with customer relations is doomed to fail!

    Carol 3/11/10 9:44AM

  • HP has the worst customer service I have ever experienced.
    I too have had an unfortunate experience with HP customer service which I find to be absolutely useless. They had my computer back for repair and it took a lot longer than expected - awaiting parts!!! But even when I got it back, it still was not working properly. That's when the problem really started.

    I was shunted from one person to another and refused to have the laptop sent back for yet another indeterminate period of time awaiting parts. I suggested that HP order the parts and then effect a quick return - - this got a resounding NO! Email to the CEO (Hurd) was an exercise in futility and after a week another person from their Capetown complaints dept called to tell me that there was nothing they could do within HP process and procedures!! The only latitude they seemed to have was around a minor (2 day) extension of warranty!!! This was not required in my case as I have a 3 year warranty. Then they said the only thing they could do was to give me a complaint case number and recommended that I contact Trading Standards!!! You can imagine my reaction - there was NO means of escalating my issue.

    Pathetic

    Geomacl 3/11/10 3:37AM

  • This is the worst customer service I have ever dealt with. This applies to multiple occasions I have had to speak with them. I don't know what's worse, being treated like I am stupid or being lied to. Yes, I said lied to. They also never take responsibility for their mistakes.

    tessakie 3/2/10 2:34PM

  • HP chats should be in text books of how NOT to treat customers. I have spent more than 3 hours today trying to PURCHASE a small replacement part for a printer that is out of its 3-month warranty (pathetic warranty, btw) and I can't get any usable information despite being transferred to 7 different telephone numbers and undergoing 3 different chats. (Each chat was ended befor the issue was resolved ... hopefully they're just having technical problems with the tool and the chat discontinuations are not the result of rude behavior on the part of technicians who realize they can't solve my problem.) I was given contradictory info within the same chat, contradictory information between chats, links that didn't work ... and to top it all off, technicians who don't have an adequate command of the language. I like HP printers, but their tech support and customer service is THE WORST.

    kimc 3/2/10 10:50AM

  • Beware of their "2yr extended total care warranty" They roll back 1 yr from the time of purchase, so you're paying for 2yrs, when really you get only 1yr past your basic warranty that comes with the computer. If you think that you have 2yrs past your basic warranty you are saddly mistaken. BUYER BEWARE!!!! My computer quit working less than 2 months after it had been repaired by HP under warranty, when I called about the problem I was told that I was no longer under warranty.

    httmta 2/24/10 8:40AM

  • If someone sent me this I would say it is a comedy script. Or an exagerration posted by a miffed off customer. I always took postings such as this with a grain of salt...until a few days ago that is.

    See below for a copy of an actual customer service (C/S) chat between myself and an HP "Total Care" C/S rep. Then see after that, my diary of a phone call I made a few minutes later to HP Customer Service...
    This all transpired on February 18 2010

    As comedy is PRICELESS!!! However, it is NOT the way I would imagine a serious company treats its customers, ESPECIALLY in the midst of a global recession.

    Feel free to share this with your Customer Service execs and reps as an example how NOT to deal with an already dissatisfied customer. And an example of a system that simply is not working to any meaningful degree.

    Thus far I can say with no uncertainty that this is the absolutely WORST customer service I have received from any company in respect of replacement a defective product.

    I am no further ahead after wasting a big chunk of time and money playing the "Send The Fool a Little Further" run-around game from HP Total Care-less customer support. For what I have spent on telephone calls and faxes I could have purchased a new printer, maybe two. This is an utter SHAME on this company and its image.


    CHAT LOG copied from screen (I changed my name and X'ed out my phone number):>>>>>>>
    ++++++++++++++++++++++++++++
    [An agent will be with you shortly.]
    [You are now chatting with Penelope .]

    Penelope : Welcome to HP Total Care for All-in-One products.

    My name is Penelope. Please give me a few moments while I review your problem description details.

    NOTE: For security reasons, PLEASE DO NOT send credit card information via chat.

    Customer : Customer here

    Penelope : Thank you for staying online.

    Customer : ok

    Penelope : Hello Customer.

    Penelope : How are you doing today

    Penelope : ?

    Customer : fine thanx

    Customer : I called last week in regard to a persistent problem regarding my HP J4680c printer. I was promised by the service assistant that, within three business days, I would be getting a call from someone regarding replacement of the printer.

    Penelope : Good to know that.

    Customer : Trust you are fine too.

    Penelope : Okay.

    Customer : The three days is long passed and I have yet to receive any contact from your company.

    Penelope : Yes, Thank you.

    Penelope : I understand that, you are like to know the status of the replacement of the All-in-One, Am I correct?

    Customer : I call the 1 800 711 2884 and all I get is an automated run-around dead-end. (Being in marketing myself this is not the best image a tech company like HP wants to project.)

    Customer : Anyway...

    Customer : You are correct

    Penelope : Thank you for the confirmation.

    Penelope : May I know the model number of the All-in-One and operating system installed in the computer and E-mail address?

    Customer : The reference# is ############### and the service order # is: ############### (Should this not suffice?)

    Penelope : Thank you for the information.

    Penelope : Let me serch on this issue.

    Customer : ok

    Penelope : search*

    Customer : thanks


    Penelope : You are welcome.

    Customer : By the way..the telephone menu at the 1 800 711 2884 line has no provision to enter a service # beginning with 8 or 9. So that was a frustrating call. Perhaps we can report this too to save other customers some irritation?

    Penelope : Thank you for the information.

    Penelope : May I have the 10 digit alphanumeric serial number of your product? It is located on the UPC sticker present either on the rear or bottom of the All-in-One. The serial number is a ten-digit alphanumeric number. The serial number starts with either MY or CN or SG.

    Customer : CN93495041

    Penelope : Thank you for the information.

    Penelope : I am checking on it.

    Customer : ok

    Penelope : Thank you for the cooperation.

    Customer : ok

    Penelope : Thank you for staying online.

    Customer : ok

    Penelope : Customer, it is still under process.

    Penelope : You will receive the replacement.

    Customer : I called last week in regard to a persistent problem regarding my HP J4680c printer. I was promised by the service assistant that, within three business days, I would be getting A CALL from someone regarding replacement of the printer. The time is long passed and I have yet to receive any contact from your company.

    Penelope : However, if you have any issues, you can contact our phone support them to get the details.

    Customer : I was promised by the service assistant that, within three business days, I would be getting A CALL from someone regarding replacement of the printer.

    Penelope : I understand your concern.

    Penelope : I apologize for the inconvenience caused to you.

    Penelope : Please contact our phone support them to get the replacement.

    Customer : In other words HP would be calling ME...NOT the other way around.

    Customer : To repeat: I was promised that HP would be calling ME

    Customer : What phone support? The reason I am here is that the 1 800 number I was given is of no practical use

    Penelope : Let me provide another number.

    Customer : To REPEAT: I was promised that HP would be calling ME. I have no desire to make another frustrating call. My telephone number is: (345) XXX-XXXX

    Penelope : I understand your concern.

    Customer : ok

    Penelope : In our data base it is showing it is under process.

    Penelope : I suggerst you to contact our phone support the,

    Penelope : team*

    Penelope : I will provide the details.

    Customer : And what of the promised call? When I promise a cistomer a follow-up call, whether or not I have any progress to show, I make the call within the promised time.

    Customer : ....customer...

    Customer : Will this incur a (very expensive) long distance charge from my location?

    Penelope : I apologize for the inconvenience caused to you.

    Customer : It is not your fault Penelope...

    Penelope : Yes.

    Customer : ...however...I have already spent enough time on the telephone and simply requesting the call as promised... so do you have a more practical suggestion?

    Penelope : Here is the Phone support team number: 0844 369 0369

    Customer : Ok..so when might I expect some form of contact regarding this matter?

    Customer : The number you gave me does not work...I just called it.

    Penelope : Here is the web link to get all phone numbers:

    Penelope : http://welcome.hp.com/gms/uk/en/contact/phone_assist.html

    Penelope : Click on the above web link to open ./

    Penelope : Is there anything else that I may assist you today?

    Customer : I have a service tracking number...I just gave you. Can you follow-up on the promised call?

    Penelope : I have open the case for the replacment.

    Penelope : The status of the case is under process.

    Customer : So when might I expect action?

    Penelope : You will updated via E-mail.

    Customer : When?

    Penelope : In 2 business days.

    Customer : If I owe you $200 what I paid for the printer here and I promised to get with you in three days about paying it back but did not call...the first thing you would want to know is WHEN I was expecting to act.

    Customer : 2 business days? I trust this will not be a promise like the 3 business days I was given over a week ago

    Customer : Why was I not called? I think this would be the question I want answered

    Penelope : May I know the country of residence?

    Customer : Cayman Islands

    Penelope : Thank you for the information.

    Penelope : In our date base it is showing: under process.

    Penelope : Please contact our phone support team to get the replacement.

    Penelope : I s there anything else that I may assist you today?

    Customer : SO you are saying *I* have to contact them again to get the replacement?

    Penelope : Yes, exactly.

    Penelope : We do not have the option to change the status of the replacement.

    Customer : Why? I was promise YOUR COMPANY would contact me!

    Customer : I understand that.

    Customer : So what number do I call?

    Penelope : We do not have the option to contact replacement team. Our phone support team have that option to contact and get the status of the replacement.

    Customer : Ok...if you had said that from the start it could have saved us both 30 minutes... so what number do I call from here?

    Customer : Are you still there?

    Penelope : Yes, I am with you.

    Penelope : Please stay online.

    Customer : I am here

    Penelope : 1-800-711-288

    Penelope : This our phone support team.

    Customer : missing a number dear....

    Customer : the last digit is missing

    Customer : Oh....my....

    Customer : ....this is turning into a comedy...

    Penelope : 1-800-711-2884

    Penelope : I apologize for the inconvenience caused to you.

    Penelope : Due to technical difficulties at my end, I was unable to interact with you. I am sorry for inconvenience caused to you.

    Customer : I am apprehensively assuming the missing number is a 4?? Which number was a call to hell the last time I tried it because the automated thing will not accept a service number beginning with a 9!!!!!

    Customer : Any suggestions?

    Penelope : That is only number to contact them.

    Penelope : Is there anything else that I may assist you today?

    Customer : Ok...so now I simply stay in the Twilight Zone? With no call and no number that I can call?

    Customer : You may assist me with a number that I can call that will work.

    Penelope : Sure.

    Penelope : Here is the web link to contact them.

    Penelope : http://welcome.hp.com/country/uk/en/contact/phone_assist.html

    Penelope : Click on the above web link to open,

    Penelope : Click on Technical support after you buy under United Kingdom phone numbers for:

    Penelope : Then tell the issue about the replacement.

    Customer : I am NOT in the UK!!!!

    Penelope : Then will connect to the replacment team.

    Customer : Meaning?

    Penelope : Here is the phone support team no for US: 1-800-474-6836

    Customer : Another $$$ long distance call?? That 1-800 is not free from here....

    Customer : Can you get someone to contact me?

    Penelope : We have only option to contact them.

    Penelope : We do not have that option.

    Penelope : Is there anything else that I may assist you today?

    Customer : Well so far this call has resulted in zero progress. So I am to understand that you have no other numbers that will either get me connected to a real person and will not cost me a fortune in long distance charges?

    Penelope : ok

    Penelope : Thank you for contacting HP Total Care Real-Time chat support. If you need further assistance, please contact us again at:

    http://www.hp.com/support/chat

    Chat support is available 24 hrs a day, 7 days a week.

    For information on keeping your HP and Compaq products up and running, please visit our Web site at:

    http://www.hp.com/go/totalcare

    Penelope : YEs.

    Customer : I am still "in progress" with no idea of when, no number, no call...

    Penelope : I apologize for the inconvenience caused to you.

    Penelope : We have only that number to call.

    Customer : Not your fault. Thank you for your assistance. I give up. I shall leave you to deal with the next victim of HP "Total Care" Have a good evening.

    Penelope : Okay.

    Penelope : Thank you for contacting HP Total Care Real-Time chat support. If you need further assistance, please contact us again at:

    http://www.hp.com/support/chat

    Chat support is available 24 hrs a day, 7 days a week.

    For information on keeping your HP and Compaq products up and running, please visit our Web site at:

    http://www.hp.com/go/totalcare

    Penelope : Shall I go ahead and close the chat session with your kind permission?

    Penelope : Okay.

    Customer : By all mean Penelope. We must part frustrated but you had no other options. thanks!

    Penelope : I will now close our Chat session. Please contact us if you have any additional questions or if you require further clarification.

    Thank you for contacting HP Total care and giving us an opportunity to serve you. Its been a pleasure assisting you today

    ---------------------------------------------
    END of CHAT SESSION

    That last automated parting message at bottom of the Chat Window was PRICELESS under the circumstances!!!!

    Of course the call Penelope promised never materialized either!!!

    So then I called (very $$$ call) the USA 1 800 #...after a brief description...relating ref#'s and then LONG hold I was told that the C/S rep who I originally called...(and who promised the call-back in 3 business days)...

    ...NOW GET THIS...

    because this is abso-damn-lutely - beyond even Bill Gate's budget - PRICELESS....

    ...I was told that the original customer service rep I spoke to over a week ago "had a computer crash" necessitating a hard drive reformat and my “contact information was LOST !!!!!!!!!!!!!!!!!

    This is from a Fortune 500 computer and TECHNOLOGY company, for god’s sake, not some Mom and Pop neighborhood operation!!

    (What? No data backup on trivial stuff like customer service cases?????) And you entrust customer service data to a non-networked single user's non-backed up hard-drive with NO data redundancy??????) Holy Geezus!!!! Unbelievable!

    So now I am on hold while the service rep gets "FedEx tracking" on my replacement computer... (WOW! FedEx? It's on its way finally?

    Oh she's back....

    No tracking number....

    She tells me that it seems like the UK customer service folks do things a little different....

    Me: "I am not in the UK!"

    Her: "Oh...er... oh yeah... I meant...uh..."

    Me: (being helpful with a little geography lesson): "I am in the Caribbean. The Cayman Islands is on THIS side of the pond from the UK."

    Her: "Uh yeah...that's what I...um... yes....uh I meant the Caribbean"

    My thoughts: (Surrrre you did Honey)

    Her: "Ok, so let me see if I can contact the Caribbean customer service and then transfer you direct to a live person there. I will try to do that and if we get disconnected I will call you back. OK?"

    Me: "OK"

    Her: "Ok if we get disconnected I will call you back."

    Me: Ok. You have my number?

    Her: (Repeats number)

    Me: That's correct

    Her: Ok if we get disconnected I will call you back...I am going to put you on hold...

    (I am getting bad vibes over all this "if we get disconnected" *prophetic-sounding* assurance that she will call back)

    Me: Ok

    (On hold now).... silence, not musical hold like before.... (I'm getting real bad vibes....)

    ...1 min...

    ...2 min...

    OOoops!!! Busy signal!!!! Damn right! got disconnected!

    Waiting for call back.

    ...30 seconds....

    ...1 min...

    2 min...

    5 min...(Now not holding my breath for phone to ring...)

    10 min...

    Now 20 min... (no call)

    Oh well...

    ...I just called HP C/S # back...

    …now THIS call confirms that I have now entered the Twilight Zone!!!!!!!! They want a CREDIT CARD NUMBER from me before thay can process the return!!! Furthermore, if the old printer is not received in a specified amount of time they will run the charge for the new printer on my card. Now I ask: Who in their right mind would entrust their credit card to these morons?? NO frigging WAY will I give these untrustworthy idiots my credit card number! If, say, they loose track of the return (after all they lost track of my first query) and charge my card I can see the problems I will have to go through to get it rectified!!! I would be bloody fool to give them access to my credit card!!

    The HP C/S rep said that he talked with his supervisor and he solemnly PROMISED (again) I WOULD absolutely be getting a call back!! That was Thursday, it is now Monday. Guess what? Yup...no call yet!!!

    You ask what I think of HP? "What a JOKE!"

    (I am getting ready to call HP corporate HQ, (another $$$$ call!) but before I get jerked around again by these morons I needed to get this off my chest! I am planning to record this call and will report back as to the results of the call.)

    Cussin Customer 2/22/10 11:29AM

  • I purchased a very powerful Pavilion HDX in March, 2007. With this extremely pricey unit, I purchased the best warranty that was offered to me while building that unit. I'm truly not rich, but I wanted something that was VERY Powerful and would not be outdated within a year.

    Now, I find that my screen has a crack. No, I didn't drop it, or bang on it, etc. I'm a somewhat intelligent human being and know the difference between what is misuse and what is not misuse.

    Well, I call HP Customer Service. After holding and working my way through one tech after another. The case manager finally informed me that I am not covered because I didn't purchase the "Accidental" Warranty. I purchased the "TOTAL CARE PACKAGE". I ask you - What is total care. Yeah you would think it covers the entire PC for everything and anything, right? Even when you look at the Warranty information that is sent to you it states that "parts, repair, and shipping" are covered.

    Now, I wasn't offered this Accidental Warranty through the accessories/add on options at the time of my purchase. I was offered a 2 or 4-yr TOTAL CARE WARRANTY. HA! Total Care is only an EXTENDED MFT. WARRANTY.

    Of course, the "Case Manager" is instant that I should have known to leave where I was in the accessories/add on, and find the "Accidental Policy". Also suggesting that "OF COURSE" it was offered, and you choose not to purchase. Another excuse was that I should have called in and spoke with a customer rep. instead of building the machine through their web site. Oh, he keep on and on that it could NEVER be HP's mistake. On and On he went, and when I pointed out what exactly my Warranty information said about covering "all parts, repair, and shipping". No WHERE does it say it does not cover accidental breakage, etc. His reply was that they have a team of lawyers and of course it says it doesn't cover accidents.

    I'm sorry, I didn't know I NEEDED a LAW Degree to purchase a PC.

    It appears HP has NO problems taking your money, but doesn't want to FIX the problems with their products. Even when your warranty says they cover "parts, repair, and shipping". The only thing I find, is a condition where HP will not cover if it is not properly "maintained". I didn't misuse my PC! But, I believe that is their "CATCH-ALL" so that they don't have to incur the cost of fixing what suppose to be covered, or at least what you think you paid for to be covered.

    Before HP, I had a Sony VIO. The screen on that VIO screen got totally smashed. I expected to have to pay for repair, because it was totally my fault. My experience with SONY was so MUCH better. I spent 20 minutes on the phone, they sent me a box, and FIXED my screen. My cost? NOTHING! All I had was the initial 1-yr warranty that came with the computer and I was within weeks of reaching that deadline.

    OH, how I wished I stayed with SONY. A very expensive lesson learned. HP products will never be allowed to enter my home again.

    Based on that experience - I thought I was buying protection in case something like that happened again. $400 worth of so-called protection. HP misleads their costumers in thinking that's what they are buying. What they are buying is not but phone support - if that!

    I'm asked constantly for my advice in buying computer equipment. You can image what i will tell them.

    Anonymous 2/18/10 7:38AM

  • I have been in a dispute with HP since Fall of last year (2009) about their 3-year warranty/service pack agreement. I have complained to the BBB and am still waiting resolution of this problem. Essentially, I believe that they are not honoring their agreement, have continued to cycle me back over and over again into their executive customer service group which continues to ignore the basic problem--that the sales rep lied to me. I have recommended that they hire an impartial ombudsman rather than have people who are hired by hp to quote the company line about what they think happened. I have had to consult with an attorney about this and I have vowed that I will never purchase an hp product again. That is a shame because I have only purchased their printers and then as a result purchased their pc and laptops and monitors. I am leaving them for good. I still intend to pursue this matter with them however.

    Anonymous 2/17/10 9:38AM

  • My laptop quit working after only 2 yrs. of service. It cost over $800.00. I did not take an extended warranty because I was going to upgrade within 5 yrs. But, it only lasted 2yrs!!! All I get from them is that my warranty has expired. No commercial offer at all. I have thrown the computer in the trash, along with my HP Photosmart printer and HP laser printer. I am buying new ones this week.....Dell! I have also emailed everyone on my email lists to encourage them NOT to buy HP products. I have asked them to forward my message to everyone on their email listings, etc, etc.
    If people don't buy their products, it will cost them. Just a few hundred people could cost them hundreds of thousands in missed profits.
    Angry customer

    Anonymous 2/15/10 2:35PM

  • Purchased a HP Photsmart Premium Printer C309 gm, started to have error message, paper jam just 4 days after the purchase. I spent one hour with their tech. She then stated it was a problem with the printer and put me on hold for 7 minutes to speak to a supervisor. She returned to say they will replace the printer with a re-conditioned one. My printer was purchased new, 4 days old and they wanted to replace with a refurb. unit. She then quickly added she needed a credit card number to place a good faith hold until they got the original printer back. I argued I have a new printer and wanted another new printer. She would not budge or put a supervisor on the phone. I called the place where I purchased it and will have no problem when I return it for exchange or refund. The manager of the store also told me I'm not the first to have the same complaint on HP Service.

    NJ 2/10/10 5:53PM

  • I am not impressed with HP at all, I have 4 HP all in one printers infront of me and they where all bought or replaced within the last 2 years. The last printer that I bought in November 2009 has not even been used for a month and I did not install it properly. When I got back from dec holiday, our IT guy ccame to set up the printer and informed me that the usb on the printer does not even work and HP is refusing to refund me my money or replace it with a new one. They send me a refurbished printer wich also does not even work. Now I must wait 7-10 working days for it. We run a business and rely on our printer. What now?

    Liezle 2/9/10 6:48AM

  • As with a previous comment, after a horrific experience trying to even get in touch with someone, I sent my HP laptop in... only to have HP tell me that I had somehow caused the very clear case of a manufacturer defect in my LCD screen. HP technicians have apparently been told to classify almost anything as "user damage".

    Regardless of that issue, even getting to a HP employee that can help (um, "help") is a pain.

    Until HP fixes its overseas customer service:

    Skip their India and Philippines locations... call 650-857-7177 (Palo Alto, CA) and explain that their overseas locations are a waste. Or call (877) 917-4380 x93 (Ontario, Canada) and just keep calling back until they connect you with a representative- they'll tell you at first that your case hasn't been "elevated" to their level, but they CAN see your case history in their computers... don't accept their excuses (if you have a real issue).

    Call these numbers to speak with people who (might) help you. Even the supervisors in India and the Philippines confess (if you talk to them long enough) that their hands are tied. Now ask yourself this: do you have a real problem or are you a novice user who just needs minor tech help? If you need minor tech help, call their regular numbers. If you have a REAL problem, or a legitimate issue with their warranties, try the numbers above.

    Anonymous 2/6/10 1:51PM

  • I have had my laptop for about one year. Just before the warranty expired, a permanent horizontal line appeared across the bottom of my monitor. The HP rep I spoke with recommended that I send the unit in for repairs. I paid extra for expedited shipping, which required providing the rep with my credit card number. A few days after I sent the computer to the repair facility, I checked the repair status online. To my surprise, I found a repair charge of $400+ listed on my account. I called to discuss what they found and was told that the problem with the monitor was determined to be the fault of the user. I wasn't sure exactly what that meant and didn't think to ask any further questions--I simply wanted to make sure that they did not do any repairs that weren't covered by my warranty (thankfully, the charge did not appear on my credit card). The next day, I called back to discuss exactly what the damage report meant. How could they determine that the problem with the monitor was my fault? After a round of very frustrating calls, I was assigned a "case manager." He was able to clarify that my LCD screen had been scratched, which is why they had determined that the line appearing in the display was the fault of the user. Here's the catch: the laptop was in pristine condition when I sent it to them. My case manager described the scratches to me as he viewed pictures of the screen that were attached to my case file. I asked him to send me the picture. At first, he told me that the email provider he was using would not allow him to forward a message. I promptly asked for him to send me a screen shot, which he did (very reluctantly, though). It looks like someone took their keys to the screen! The case manager refused to believe that the monitor was not scratched prior to shipment. After arguing with him, he finally said that he would contact "them" to discuss the situation, and that whatever "they" decided would be final. (I asked who "they" were--"they" are the people at the repair facility.) I have yet to hear back from my less-than-understanding case manager regarding the situation, but I have a feeling he could not care less about my "case." I am furious. First of all, a one-year-old laptop that is used primarily for word processing should not have any issues. Secondly, HP should take ownership when one of their employees damages a product when it is in their possession. There is no other explanation for the damage since the rest of the unit is intact (i.e. Fed Ex cannot be to blame).

    Best case scenario, they replace the screen AND correct the issue with the display. Worst case scenario, they refuse to help and the laptop is returned to me in an unusable state. (I can only imagine that the newly added scratches have caused further damage to the display.) Even if they do correct this issue, I will NEVER buy another HP product nor will I recommend one to a friend. I know that, in HP's eyes, I am just one dissatisfied customer, but I hope that my posting here will dissuade anyone from considering their products or services.

    Anonymous 2/2/10 8:16PM

  • HP... has the worst customer service. They tell you that they are trying to help you but what they do is pass it off to a friend. They do not understand English. They lie and say they are is in the US. However, they only pass it to another rep next to them. They say they will contract you in 1 hour yet days later you cannot get any help. I would go back to pen and paper before I ever purchase and HP item. HP headquarter is in California. The least you could do is be upfront and tell Americans that they will not be speaking to other Americans when they need help. DO NOT PURCHASE ANYTHING FROM HP.

    Anonymous 1/29/10 7:02PM

  • The service support is a total waste of time.

    tharville 1/28/10 9:59PM

  • I just bought a laptop for myself in September 09'. I thought it was so great that it came with the Windows 7 upgrade! Woo hoo! Only to find out it won't download because of problems with the keyboard device driver, and after many calls to HP they direct me to call Micro Soft, and after talking on the phone for many hours, to many countries, including the Phillipines, I say screw it, I guess I will go without this worthless windows 7 upgrade....Never again!!!

    Anonymous 1/21/10 2:21PM

  • Simply the worst customer service I have ever experienced in any capacity ever. I couldn't understand anyone there because they all have the thickest accents on the planet, and it has now been over a month that their repair center in Hidalgo, TX (their ONLY repair center) has had it. I will NEVER purchase as much as a mouse pad from HP, as their customer service flat. Out. Sucks.

    Anonymous 1/20/10 9:37AM

  • Sunday, January 17, 2010, I called tech support regarding a problem I was having setting up an HP 2700 series all-in-one printer, fax, copier. The printer was purchased January 2009 and only supported up to Windows Vista and XP and my new latop has Windows 7 operating system. The tech support guy said I would have to purchase an extended warranty for $60 before he could tell me how to solve my problem. I told the guy to forget it...I am not buying an extended warranty so you will help me...not exactly free tech support!

    My family has purchased four HP computers and six HP printers over the past few years and this is the help you offer! This is NO way to treat a customer.

    By the way, I went to your web site without your tech's assistance after becoming so frustrated with him and downloaded the driver needed to handle the printer without paying $60.

    Bobby 1/18/10 12:36PM

  • An Addendum to my previous comment:

    I recieved a customer service satisfaction questionaire today. As I filled it out, it crashed and I was told:

    "...please wait at least 30 minutes and then click on the URL in the email invite."


    Seems to be par for the course, don't you think?

    anonmously 1/18/10 10:27AM

  • 4 words: Worst. Customer. Support. Ever.

    anonymously 1/18/10 10:20AM

  • I cant speak with anyone from the states and the people have given me contradicting information. I am highly frustrated and have been dealing with my issues since I bought the laptop in April 2009 until the current date of January 2010 without resolution. I was advised to install Windows 7 now they are saying they sent the incorrect Windows 7 disk and that I have to buy a new windows 7 clean install disk and stated this will be the only way to resolve my issues with the blue screen of death.

    Tired of HP 1/17/10 11:52AM

  • Puchased laptop, had accidenatal damage warranty, laptop was dropped called HP advised covered was shipped. Prior to retuning unit a call came from HP indicating a bill for $300 not covered under warranty, I needed unit for daughter going back to college. Upon rec'ing unit call HP waited 30 mins on hold, 1st person hard to understand but advised me until not covered for that type of accident, 20 mins conversation took place..then when i indicated I was MISLEAD by the person from HP who advised me covered and rec'ed a letter indicating free, i was sent to Supervisor.. that was 20 mins then a case mananger whom did not care. Yes I did get my money back. HP on thier end showed I had purchased 2 laptops with the same ser# and 2 different model #'s and of course the one sent back did not have the extended accidental package " go figure.. I told them I only purchased one, they continued to tell me that I bought two or maybe someone else in family may have!!! On the same day with the same ser### ya right took 3 callers and 2 hrs 30min on phone to get taken care of. If I did not call i would of never rec'ed my money nor I would have accidental coverage that I paid for...

    Anonymous 1/16/10 11:35AM


  • I wish I had seen these stories before buying from HP.....

    e mail to my NEW (3rd) HP case manager below..

    Called him today for the 3rd time and got the same old ( he's on the phone, can I take a message and him call you back?), ya right... they never call back...

    email below to my new (3rd) HP case Manager
    ----------------------------

    Hello Corey.

    I originally returned by laptop for repair because of a video problem I was told by HP this was a known issue regarding overheating video chip due to heat from the AMD processor. That my laptop warranty was extended due to this and that HP would fix or repair at no cost. I returned the laptop to HP in the box that was sent to me. (The box was not the correct size for my laptop, too small, but with help of our shipping department I was able to get it back to you for repair). I waited for my laptop and it was shipped back to me in about 2-3 weeks.

    When I opened the box I noticed that the battery was loose in the box, I found that my laptop had a cracked LCD and then found a hole in the bottom of the unit. I quickly called HP support and informed them about the problem. I received an apology and was told that I would need to return the computer to HP to confirm the damage and that HP would repair and or replace it if needed. Later that same day I received a voicemail from the same HP rep telling me that he had talked to his boss and that the process had changed, and that I did not need to return the unit, that HP would replace it, I would be contacted by a HP within a few days regarding the replacement unit.

    About a week later I was called my Kevin saying that he would be my new case manager. He said that he would email me a unit configuration to replace my unit, and that I would need to review and approve it so they could replace my unit. It took us a few weeks of emailing back a forth to agree on a configuration. I had originally requested to update the unit, paying any additional costs if needed but Kevin said that was not an option, so after reviewing again we finally agreed on a unit configuration. I was told by Kevin in the attached email that the unit would be built and that I should receive it in about 2 weeks. That was December 3rd. I waited almost 4 weeks and then sent him an email on the 24th of December requesting status.

    When I received no response I called last Thursday 1-7-10. Kevin was on the phone and unable to take my call according to the person on the phone. I was then told by that person my unit was not approved yet, and that Kevin was waiting for approval from management. I was not happy and requested that he call me back ASAP. I made sure that the person on the phone had my correct phone number (cell phone) and they told me Kevin would call me back that evening. No call from Kevin for the past few days, so I called back today, Monday 1-11-10. When I was told that Kevin was on the phone and unable to talk with me, I requested to escalate the issue, and that’s were things are now, with you Corey.

    In short I have been without my laptop way over 2 months now, and have not been taken care of by HP period. I’m an understanding guy, but this is not ok. I need my computer replaced now. Pictures attached per you request. I have a 3 year extended warranty on this laptop, does that help????

    P.S. This is not by first problem with HP support. About 2 or 3 years ago I returned my unit for repair, it was also taking too long and I escalated. After long delays, I found out that they had lost my unit and were stalling trying to find it. It was finally replaced by HP (the unit we are now dealing with). Funny thing is that a week after I received the replacement unit, guess what I received from FedEx, YES, the lost unit. I called HP and they asked me to send the old unit back, so I did….

    email from HP Total Care (ya right) support Case Manager.
    ---------------------------------
    From: HP-TS_AASUPPORT_EN@MAIL.SUPPORT.HP.COM [mailto:HP-TS_AASUPPORT_EN@MAIL.SUPPORT.HP.COM]
    Sent: Thursday, December 03, 2009 4:05 PM
    To: XXXXXXXXXXXXX
    Subject: RE: RE: RE: RE: Kevin B. CPL # 123456789

    Top of Form
    Hello XXXXX,

    Thank you for contacting me regarding this. I just sent the request for the new notebook. We will build your notebook, and ship it to you, as well as packaging material for you to send your old notebook back in. It is important that you send the old notebook back in a timely manner, or we will have to charge you for it. The process should take roughly 14 days before the new notebook is in your hands. Please let me know if you have any questions or concerns.

    Sincerely,
    Kevin
    HP Total Care

    --------------------

    This is not over yet....

    Wish me luck....

    IN_HP_HELL 1/14/10 8:31PM

  • More info: They did not cancel the order and both charges went through--despite the numerous phone calls & emails and finally even getting a "cancellation ticket number"! Wow--attempt to order one item, double charged for it, so cancelled it all, but they still take double the funds out and I receive nothing at all. What a scam!!!

    Anon 1/13/10 10:42AM

  • I was double billed on an order placed over the phone. It was torture trying to reach help (one transfer after another and one phone number after another-nearly never ending cycle) and nobody was concerned about it...not that they would/could help. They were polite, but uncaring and useless. I was getting upset, but eventually a miracle happened (a number who couldn't help, eventually said they could) and I'm waiting for my order to be completely cancelled. It's been a few days, if it doesn't correct soon...I will take other measures. What a nightmare-never again!!!

    Anonymous 1/12/10 7:16AM

  • I received a computer in a badly damaged box. When seeking to replace it I was put thrugh 3 hours of difficult questioning by people in another country who had no idea of what I was talking about or how to resolve the problem.
    HP customer service stinks.

    Michael Basham 1/12/10 2:01AM

  • My 3 month old HP pavillion would not start, not even to bios, but the blue "on" light and fan worked. this indicated either a MOBO problem or power supply problem; i was connected to Ashwini in Mumbai who worked from a script, had very poor english skills with poor tech knowledge. It took six attempts for him to distinguish between a "4" and "zero" and i had to speak slowly and repeat many things. After 1hr 38 minutes he still was not ready to transfer me to someone in America to arrange repair or return. I finally gave up and hung up.

    DRBEN 1/6/10 8:12AM

  • My HP Laptop, bought the 10 february 2009 stopped working in mid-november.
    It looks the hard drive has crashed.
    So, I called the HP customer service whom, after 3 calls accepted to take it for repair.
    So I had a first appointment with the courrier the 18th november. I had to stay at home between 9H and 17H for this appointement.
    The courrier didn't come!!
    So I called for a second appointment which happened the 26th november. The courrier took my computer.
    The technician told me I would get it back within 10 working days...
    Since then, I am calling the customer service to have some update... First they told me the laptop was sent in corea! Such a long journey for a laptop!! Then it was back in Europe but they couldn't say what was exactly the status and where it is! The customer service can only join the technician by mail and the technicians don't answer them!!!
    That's definitely the worst customer service i have ever seen and I would recommend everyone to never buy any HP laptop.
    I think they are waiting my warranty expire in 2 months to give it back unrepaired...

    Anonymous 12/21/09 8:41AM

  • I was on the phone with HP 3.5 hours and all they did was transfer me around and around or disconnet me. Why are they even in business? I wrote the CEO who should be FIRED!! They are horrible. All they did was tell me "I'll transfer you to a rep that can help you". After 3.5 I gave up. This company is a joke and it needs to be shut down and everyone should get ALL of their money back.

    Amber 12/16/09 5:21PM

  • Do yourself a big favour and never consider purchasing any form of HP product. I purchased an HP all-in-one printer with which I have had several problems - in the end I gave up with customer support and accepted it as a less than perfect product. I spent countless hours working on it myslef and in conjunction with customer support. A laptop I purchased has been unusable for 6 weeks for lack of a replacement power unit. HP customer support and Complaints department could not care less that they have been unable to deliver a replacement part. I was advised that I could purchase a spare from a local store and reclaim the money from HP, however they refused to send me a email to confirm that they would indeed honour this! The only option open was to approach Trading Standards if I was "that unhappy". Unbelievable! I work for this blasted company and would be extremely happy to see it go under. It has no respect for people, staff or customers - shareholders of course are top priority. Mr Hurd (CEO), this all stems from you and your board - you are pathetic human being. You WILL fall flat on your face soon enough and IBM will laugh and laugh and laugh!

    Jim 12/16/09 3:14PM

  • HP SUCKSSSSSSSS!!!!! been on the phone with them for over 60 hours over weeks! just keep getting Indians and French canadiens... they all want to troubleshoot, which NEVER works... I don't have time for this... My business has been down for weeks... HP F'ing sucks! NEVER, NEVER, buy an HP!! I even have the extra service plan.... ha!

    Anonymous 12/11/09 8:13PM

  • HP has ripped me off by sending replacements of ink cartridges that expired in one month. I was not allowed to speak with a different agent or to a supervisor. I had 40 ink cartridges replaced and this is how they treated me. $1600 worth of expiring cartridges. I have been told that my case is closed via email by Jennifer Weiss in Boise Idaho. How can they sleep at night?

    Marcie 12/11/09 7:58PM

  • HP is absolutely the worst! They leave you on hold forever, and then come back saying they can't do anything. When you questions it, they put you on hold again. Second time, second computer. I need to purchase another brand.

    Anonymous 12/10/09 8:27PM

  • Useless outsourcing of customer services to cheap labor countries with no real help and no solutions other than scripted nonsense.
    I own 3 hp computers and will not buy again and will advise everyone else who asks not to buy again.
    Way to go HP. I may be only one customer but from the list here I think there are many of us dis-satisfied with your service approach.
    I live practically next to HP in Palo Alto and I am questioning why did I ever "Buy Local" when HP doesn't care enough to provide customer service "Local". What a colossal waste of time and productive manhours lost in trying to get something done with no good results.
    Outsourcing may look good on the balance sheet but it can't replace lost revenue because of poor services.
    Don't want to rant on...
    Wolfgang

    wolfgang 12/8/09 1:17PM

  • DO NOT BUY HP!!
    TERRIBLE company! My pretty expensive HP laptop inexplicably stopped working just after my one year warranty had expired, it just wouldn't switch on. HP said the cost to repair it would be £261 and that it would be 7 to 10 working days before I got it back. I send it off. 4 weeks later I still don't have it back, when I call to ask when I can expect it all I get is the repeated reply 'I can't answer that question' and when I mention that maybe someone could have informed me that there was going to be such a huge delay in the repair time the customer services guy rudely replied: 'we don't have to get in touch with you.' Well no you don't if you want to lose a customer for LIFE. I will NEVER buy HP anything again. I got my laptop back unrepaired. DISASTER.

    Anonymous 12/3/09 4:58PM

  • There are at least two class action lawsuits in the courts at this time.
    I have two HP desktop systems that were purchased in July, 2009, and neither worked right out of the box.
    I have contacted HP at least 40 times and talked with HP Support Case Managers and Superevisors, and received 85 email replies, without any resolvement of getting these systems replaced.
    I was advised I would have to send them in for repair at least 4 times, to be considered for a new replacement.
    Some HP owners have had their systems sent in four times and still have not been repaired.
    I suggest you draw your own conclusions about whether to purchase any Hewlett-Packard products.

    Anonymous 11/29/09 12:11PM

  • Was a long time HP customer but I have purchased my last HP product. Have a 2 month old desktop HP computer and yesterday the hard drive just crashed! Tried numerous times to contact support only to be kept on hold or transfered to someone who cannot speak English that is understandable. There should be a group lawsuit filed against HP for this insanity and such treatment of long time customers!!!!!

    Wolf 11/27/09 6:11PM

  • I have been a loyal customer of HP for many years, having bought several printers, laptops, and computers over the years, and I have always been happy with my purchases...until now.
    I bought my current HP Pavilion Laptop in August of 2008. I bought directly through the HP site, and bought a custom package on which I upgraded to the highest quality in nearly every option, including a 2 year Pick up and replace warranty through HP. As of September 2008, my laptop began having several issues, including corrupt files, loss of internet function, and others.
    I spoke with tech support several times, who repeatedly had me reformat the laptop, which never fixed the problem for more than a few weeks. They discouraged me from sending it for repair and would not help me send it in. Finally I gave up calling for a while, particularly because I was typically kept on the line for 2 hours or more for no resolution. I recently re-opened the case and demanded to send it in, and was finally granted my request. They sent off a box, and after confirming my address, sent it to the wrong address in a different state. I had to re-make the order, and AGAIN they sent it to the wrong address.
    This has been the WORST, most time-consuming experience I have ever had with support for any product. I am completely infuriated and no longer wish my computer to be repaired with a chance it could go wrong again. I want to immediately return and be refunded for my worthless purchase! I no longer wish to deal with the inadequate support desks of HP, who when I asked for a manager transferred me ten times, the first nine to the wrong departments, kept me on the phone for over an hour, and still would not transfer me to a manager.
    My $2,000 problem remains completely unsolved

    Anonymous 11/27/09 4:37PM

  • Worst customer service ever.The 1 year warranty is useless if they deem it too expensive they will find a way to say you damaged it and void the warranty.
    DO NOT BUY ANY HP PRODUCTS EVERRRRR.

    Anonymous 11/26/09 6:41PM

  • Bought a K-8600 printer to plot cad drawings. I liked the fact that it had an oversize black cartdridge. I guess I should of known that it would use ALL of the process ink cartridges also. Funny, I don't remember reading anywhere about it. Customer "BE AWARE, PRINTING BLACK ONLY WILL USE ALL FOUR INKS". And if you are low or empty on one of the other colors, you cannot print black only. I was told to go back to Staples and try to get them to take it back.

    Bill 11/20/09 12:39PM

  • Why doesn't that surprise me. I recently spent 27 hours over four days ordering a printer. The sent one that didn't work and replaced it with another one that didn't work so they finally sent me to the store where a gentleman named paul followed everything through to me receiving not only the printer but one of two refunds owed me. The other was to come from the technical side. I can't even get someone on the phone there who can follow these things through.

    Doesn't it bother you just a bit that you are one of the major communications companies in the world yet can't solve simple problems. Rated 82%? How can anyone be happy with this??

    henniebogan53 11/19/09 7:40AM

  • I called twice for my hp net book as i am having internet connection problems same India call center couldn't understand them had to say very loudly my words.THEN told me he could fix the problem over the phone i said how im not getting any connection how can you do that? He said to give him 139 dollars to fix it and that it was a software problem that I Screwed up.!!! How do i complain about this to anyone ill never buy any more hp products due to thier faulty products and even more horrific bad terrible customer service i am to under warranty WTF HP Your whole company blows!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

    kikimottola 11/18/09 11:50AM

  • I will never buy another Hewlett Packard product. I sent an email to the President of the company and got all kinds of phone calls, but never a satisfactory resolution to any of my issues with HP products. I have a Three-In-One printer that will not always connect to the network and I emailed HP for a solution but their directions did not solve the problem. I also HAD and HP laptop. The fan ran almost constantly from day one but the system was extremely slow even with upgraded RAM. After 6 months I had to send it in for repair but the speed issue was never resloved. Now, the mother board needs replacing and it isn't worth it. The REAL mistake was the 65 inch television with a $5000 price tag. Within a year the lamp had to be replaced--$450. Two years into the ownership the color wheel had to be replaced--$640. That color wheel lasted almost a year, now something else is wrong with the set and there is no picture. The EXTREMELY RUDE technician that I spoke to this time said it was going to cost an additional $640 to replace the inputs on the set. I mentioned that I was going to take it to the dump. In response to the HP employee who sent their comments about how important it is for customer service people to help callers, BALONEY! All you do is read the manual and can't skip a page if something has been tried once, or twice or three times before the call was ever made.

    Anonymous 11/17/09 10:57AM

  • After having my laptop for a year and a half I had my first technical issue with them. I called and the first lady I spoke with wasnt able to understand what I was saying then kept asking the same question over and over again... I couldnt take it anymore and disconnected the call. I called back spoke with a male, got much further until he explained to me that in order for him to continue talking with me to help me with the computer issue it would cost my $49.95. He continue to advise me that if I need to send in my computer for further assistance that will cost me an additional $295.95. I couldnt believe it. For those prices I could just have bought a new computer. I then called my service provider who let me know that I need to get a new wireless card. It wasnt that hard. Its ridiculous the lack of customer service these manufactures provide anymore.

    KayEmAy 11/12/09 5:20PM

  • I purchased a Pavillion desktop computer and there was a recall on the motherboard. I returned under the warranty and they promised to fix. I returned computer for fix (after numerous calls to non-English speaking customer service reps). Finally, I lucked out and was able to speak to a CSR in the USA who arranged to pickup computer for fix. They fixed it, returned to me and it worked about 3 weeks, then died again. I called to get it fixed again, same runaround trouble communicating with foreign CSR. Returned computer, HP supposedly fixed it; after I got it back the second time, it worked 1-day and died again. I am now waiting again after over 10 calls to them for a resolution to my problem.

    Fedup 11/7/09 4:50PM

  • Don't ever by HP - the products are crap and the customer service is even worse.

    My son, then 11, worked hard for 10 days as a street musican at a Fringe Festival to earn enough money to buy himself a laptop. He chose a DV9420 with 17 inch widescreen monitor at a big box because he didn't want to wait the time it would take to receive a Dell.

    Around 10 months into the first year, when clearly still on warranty, it developed an inability to power up... unless he taped the power cord to a particular spot on the machine.

    We contacted HP and they told us it would take about six weeks to get it repaired.

    This being so, and because he needed it for school work, we didn't send it off right away... he continued using the tape method to get power into it.

    Bad mistake... his sister dropped a water balloon near it... not on it, but near it, and the mother board fried. So HP refused to replace the motherboard without payment of a $450 plus charge as the warranty didn't cover spills. That we had already complained about the power up problem mattered not.

    After a few months, and fruitless arguing I decided to pay the fee and have the motherboard replaced.

    When it came back, they had done something extra... a new screen... which was nice. However, about 2 1/2 months in it started having the power up problem again. Again, because he needed the computer he continued to use it with the tape method... and didn't tell me about it until recently when it ceased to power up at all anymore.

    I contacted HP and was told that the board only had a 90 day warranty on it, so it would cost another $450 plus to fix it.

    During the course of the conversation the customer support person - and I use the term generously indeed - told me there had been a recall of that machine because they had a problem regarding powering up, but that that had expired at the end of August so we weren't eligible to take advantage of it.

    When I picked my jaw up off the floor, I asked why we had never received a notice of this recall, by mail or email, and why we hadn't been told about it when we originally complained, or when we had to pay to replace the first motherboard.

    He had no answer.

    I then asked if the motherboard that had been used to replace the fried motherboard - the one we paid $450 plus for - had the same defect as the original motherboard since it quickly developed the exact same problem.

    He said "No" immediately, without even taking the time to look into it, and I replied, "I think you lie."

    I then asked to speak to a supervisor, and went through the whole shebang again. He also refused to do anything and asked if he should write up an order for me... trying to get $450.00 plus from me again to replace a motherboard that didn't last 4 months since it was last replaced.

    "Hell no," I replied. "If you don't make this good by Friday, I'm going to sue."

    He promised someone would contact me before then and within 24 hours. That was two days ago.

    JAZZ 11/5/09 11:44AM

  • I cant believe this is happening in America.
    4 days back and forth on a waranteed Bd drive. I have spent more time trying to resolve this than it would cost to replace.
    I suggest calling or writing the Attorney General and the BBB in your state. If I had perchased at a store instead of online it would have been taken care of by now. The overseas non tech, needs oversight. There is no customer service at all. This needs to go to the media. Clark Howard anyone?

    JohQAmerica 10/24/09 9:51AM

  • My son is currently deployed to Iraq and purchased an HP notebook that has been our only lifeline of communication with him. The notebook was purchased on 2/2/09 and by August of 2009 it would not function. He came home on leave in September 2009 and gave me the computer to get fixed for him. I have contacted HP 5 times to date and still have not gotten anywhere. They want a proof of purchase of which I have the receipt but it is so faded and does not copy well to be able to send to them. One customer service representative called me a liar! I have emailed the CEO and still have not heard back. This company is terrible and I will never purchase an HP! My son has returned to Iraq and still has no computer and I still cannot get anywhere with HP.

    Anonymous 10/24/09 9:28AM

  • which number did you call? I am getting the same round around from folks concerning an unauthorized charge they put on my card.

    Anonymous 10/23/09 12:23PM

  • THE. WORST. CUSTOMER. SERVICE. EVER. Twice I have called about the same problem. Only had my notebook PC for six months - faulty a/c adaptor which now refuses to charge my battery or power up my laptop. The second time, I was hung up on after 15 minutes on the phone with Kisdi. I was not rude so there was no reason for the hangup. Not given a ticket number, so no record of the call. The third time I asked to speak with a manager and was continuously refused by a man named Manas. I was persistent and eventually he started laughing. I will not be buying a HP product ever again!!! Also, the first time I called I asked for help with having my laptop recognize my HP printer wirelessly. After asking for my printer info, I was told for a fee they could help due to my printer being out of warranty. My laptop is still under warranty! What a crock. I refused to pay and I will not be buying another HP product EVER.

    Anonymous 10/14/09 11:17AM

  • Support (non) in Philippines and they are clueless. When I asked for tech support in US, they claim that they can't transfer calls.

    jj 10/13/09 1:04PM

  • This is the worst company I have ever dealt with. Tech support is incompetent and your products do not do what they claim. I have had a terrible experience with HP and will do everything in my power to cost you as much business as possible.

    Anonymous 10/13/09 10:10AM

  • I purchased a desktop w/Vista from HP on 8/09. It's 10/09 and now it needs to be returned for repair. I rarely used my desktop and the times I wanted to use it, that's when I would run into problems. I am very disappointed with my purchase. Prior to the return, I've called customer service four times and the average time I was on the phone with them is 75 minutes. The customer service rep's. I spoke to were difficult to understand since they're from another country. I would ask if there's anybody I can talke to in the U.S. but were unable to provide information. I do not understand why the customer service tech's are not located in the U.S. The last straw was, when I was on the phone w/the tech, he was instructing me to remove the panel from the tower and start messing w/the wiring. I was very uncomfortable with this since I'm not that computer literate. And that's when it was decided for it to be returned for repair.

    nellieve 10/13/09 7:35AM

  • I have been on the phone approximately 4 hours for the past two days with three morons in India. The last one really screwed up my computer. He removed my security system (AVG), and I have been unable to restore it. Also, everytime I try to download anything a notice appears that says this download is blocked by your security system. I HAVE NO SECURITY SYSTEM THANKS TO THE MORONS HP HIRES FOR TECH SUPPORT.

    Anonymous 10/9/09 5:34AM

  • Impossible to get hold of - unless you want to call a revenue-raising number!
    They cut me off on my last call even after I'd explained that I was very disappointed in their so-called Customer Service - I could even hear laughing in the background!!

    Jewels 10/9/09 5:28AM

  • CUSTOMER SERVICE IS LOUSY. REPS VERY RUDE, WAS REFUSED TO SPEAK WITH A SUPERVISOR, INSTEAD I WAS JUST TRANFERRED BACK AND FORTH, THEN LEFT ON HOLD FOR OVER 42 MINUTES. I HAVE BEEN GOING THRU THIS FOR OVER 6 DAYS!!

    xennical 10/8/09 5:09PM

  • DO NOT BUY HP----CUSTOMER SERVICE REFUSED TO LET ME SPEAK WITH A SUPERVISOR, YOU GET A RUN AROUND, THERE IS NO HELP. BEEN TRYING TO SPEAK WITH SOMEONE FOR 6 DAYS AND AS I TYPE THIS I AM STILL BEING TRANSFERRED AROUND ON THE TELEPHONE!!

    XENNICAL 10/8/09 5:02PM

  • The number that HP gives out as a "Customer Care" line is a complete joke. They have had my 6-month-old desktop for 6 weeks now after they promised to have it for only 2 weeks. I received a call to tell me it will be another 3 weeks before I will receive it and I called the number that they gave me...you can only talk to people in India who basically told me that they have no information about anything and can't really help in any way. They are just there to pass you around. After repeatedly asking to either be transferred to SOMEONE in America or a supervisor I was told that they are not authorized to transfer people to America and that they do not have a real customer care dept. They also will not transfer you to a supervisor because they don't have one!!!!!!!! WHAT A JOKE!!! NEVER BUY AN HP!

    hpsucks 10/7/09 1:45PM

  • CAN NOT BELIEVE I HAVE BEEN ON THE PHONE WITH TECH SUPPORT FOR 30 MINUTES AND 32 SECOND AND I AM STILL BEING CONNECTED TO DIFFERENT PEOPLE......THIS IS A JOKE OF TECH SUPPORT....

    Anonymous 10/6/09 8:38AM

  • In the past few years your customer service has gone down hill dramatically. My last(which was also my first) laptop was great. For $1500 it lasted me 3 years before it had any problems. When it did, HP fixed the display driver no cost. I was thoroughly impressed. This prompted me to spend $2300 on my next HP laptop because it was the cheapest one with the graphics card I needed. ($500 more than your competitior)Whithin a year the display driver went down, HP fixed it as per the warranty. Whithin another year, the display driver went out again. Now I just spent $50 for HP to inform me that I will have to send it in at a repair cost of $300. So I've basically payed $2300 to rent the use of a comp. for a year with a $350 yearly fee since the trend is that the display driver will go out every year. The yearly fee is also coupled with the condition that I will lose all my work and business records every year. My suggestion is to at least extend the warranty on the repairs to the origional year length. After the repair, that part at least, should be as good as new. The way HP has decided to run things now is extremlly bad business in my opinion. Your previous customer care policiy guarenteed you a repeat customer that opted to pay more, rather than deal with a competitor.(Meanwhile, my sister owns a 5 year old laptop, from that competitior, she bought for $1100, slow as heck but still works) Your current policy has convinced me to invest any repair money towards a new cheaper competitors model, rather than bet against this brands proven track record of failure. I'm the type of person to remain loyal to a brand when they treat me right. It's disappointing to see a company that took such good care of it's customers, go this route.

    fatcatdiplomat 10/3/09 11:23AM

  • Customer service is non-existent. For one entire month of every other day phone calls, I've been promised a customer case manager will call. Nothing! Now they hang up on me.

    SanReeder 10/3/09 7:32AM

  • my experance with hp has not been the greatest .I thought hp standed behind there product instead its all about makeing more money......my son purchased a labtop for me.telling me about a recall. and telling me im a month late that if i would have called before aUG. 2009 that they would have been happy to repair. i was never notified of the recall.nor had any problems with my computer.until wireless acted up 3 days ago..recalls should be honored no matter what the time frame..... this is on the hp notebook dv6427cl and campareable ones...

    lauree 10/2/09 10:34AM

  • Hands down the worst support of all the major PC manufacturers. We have also experienced several problems with the Pavilion models within the first year. HP does not stand behind there products or honor there warranty.

    GFG 10/2/09 12:55AM

  • By my experience, they are thieves and liars at HP. In the six months I've had an HP Pavillion. It has not functioned properly in all that time. I've had parts sent to me, I've sent it in for service and I've called Tech Support 10 - 12 times. The case has been elevated to a Case Manager, who has been worthless (hung up on me once).

    All I want to do is send back my machine and get my money back.

    Quester 9/24/09 10:02AM

  • On the 16th October 2008 I purchased a HP G7000 series laptop from my local Staples store in Grimsby, UK. This was in place of one that had proved faulty and £50 goodwill vouchers were credited at the time as a 'sorry you're having the trouble'.

    Begining of February laptop kept turning itself off as it started to overheat and get seriously hot, the mouse wasn't as good as it could be (alps driver kept dying) and the enter key was sticking. Off it went to get mended and it came back less than a week later. Very satisfied. Fan and heat synch replaced, mouse mended and keyboard replaced.

    June, the problems returned. Same ones exactly. Off it went to get mended. Repair center were worse than useless as every single phonecall included the exact words "It's on the bench being looked at as we speak." I rang on the day before it came back (Wednesday) and was told that it was still being looked at and someone would ring me that afternoon to update me.

    Noone rang so I rang in the morning (Thursday) and was told the same thing - and that apparently someone would ring me on Friday to let me know as it was a "big repair heating wise." Went out at 10 and did the weekly food shop safe in the knowledge that nothing was coming back.... only to find a card through my door saying 'we'd tried to deliver'. Doing some detective work with DPD proved that it was from Flextronics (HP's repair people) and that it was indeed my "still on the bench" laptop. To cut a long story short, it came back the next day and again - the mouse had been mended and the heat synch/keyboard had both been replaced.

    It worked perfectly until the same problems started to occur and for the last 2 weeks I've had a hells own job dealing with HP.

    Tues 8th September: I rang and reported the problem to HP speaking to Julie Duncan (J) on the complaints line. J is very apologetic and understands when I detail what has happened starting from the exchanged laptop of the same model down to the two repairs. When I tell her I'd like a straight swap or a refund she says "absolutely" and to leave it with her to investigate.

    Wed 9th September: J says as it has only been 2 repairs - regardless of the straight swap of the same model - that it has to go in to be mended again. She asked if I had any paperwork to support the straight swap and gives me her email address to send her the proof and we check it three times. I scan everything, all reciepts etc and send it. She promises to talk to her team leader and see what she can do.

    Thurs 10th September: Email bounces back. J is busy and due in a meeting. Check address with M on the switchboard twice and she promises to get J to ring once out of the meeting. 5.15 approaches and no return call so I ring again. It's found that one letter is wrong in the email address (despite us checking it and phonetically spelling it out FIVE times). Email is sent again.

    Fri 11th September: J says it's a no go and will not budge on replacement. Repair is organised and laptop is to be picked up between 8 and 12 on Tuesday by J in complaints. She promises to ring back on Monday and confirm it all. Rang Staples and explained the whole sorry tale to Spencer Lee (S) who is Staples manager in Grimsby. He said to get it mended and then bring it instore and he'll get the lads to put it through their paces to see if it's up to scratch free of charge.

    Sat/Sun - Nothing.

    Mon 14th September: A man from the tech support department rang to arrange a pick up and to see what is wrong with the computer. He wanted to arrange a pick up for Wednesday and asked me to put in a letter to say what is wrong with the computer (overheating and turning off, return button, mouse driver again). Explained that it was already booked and he double checked with courier and came back saying that it wasn't. Asked him to go through to J and double check as she had booked it, he came back saying nothing was booked. Asked if he was calling us liars - he said (and this I'm still furious at) yes!!! Demanded to go through to J and was put through. Hung on for 40 minutes and was asked three times if we wanted to keep on holding by operators. Finally spoke to J who clamed there was "a bit of a mix up". J agreed that our treatement and the whole customer service was atrocious and agreed to speak to S at Staples the next day as she was running out fo the office in a couple of minutes (it was 25 to 6 at that point) and agree a return. S agreed and said he'd ring after taking J's direct number and said all he needed was a REM number and he would ring the next day as soon as he got in at half 12.

    Tues 15th September: S rings and explains that J is 'off sick' and expected in the next day and he'll call back then at 9am. Feeling fed up we ring HP complaint line again. J hasn't updated anything/left any notes and nothing can go on from there. T, a lady who works with J gives us a service ID and Service ticket number which are passed on to S. S is v busy and doesn't get chance/want to check them with T.

    Wed 16th September: Courier comes, despite J saying she would cancel him. Explain the situation and turn him away. S and J talk before J rings us and explains that she gave the ticket number (which we now know to be the REM number needed) to S who wants it to be mended and sent back to me for me to then take it into Staples for a full refund and for him to use for store use (!!) I'm very suspicious by this sudden u turn, but with an OU degree about to start I agree for fear of being left computerless. Laptop has not been used since the end of the previous week. Ring the courier and ask DPD to return the next day.

    Thurs 17th September: Laptop is picked up at 12.42 - 42 minutes later than the last hour of the 8-12pm pick up given.

    Fri-Sunday: nothing.

    Monday 21st September: Call at 9.15 for an update. Ring an 0844 number for in warranty machines and I get told that someone will ring me before 12pm as more information is needed. I hang up and wait until 12 when noone rings back. Half 12 I ring an 019... etc number and hang on, despite it being the number for out of warranty machines. Turns out it's the number for Flextronics - the repair center for HP - and he - D - can help. D says there has been "spillage" and the enginer left it as soon as he saw the "evidence of spillage" and it will not be mended under the warranty unless HP say differently as they need to be paid for repair work (understandably) and it's either by me or by HP. I cannot afford to and I refuse to as I did not spill anything on the machine. I was also told that I should not have been told that someone would ring me before 12pm. Any spillage which may or may not be evident (and I'm 100% sure it did not happen here, it's a well looked after laptop) happened post it leaving here. Allegedly it has damaged the keyboard and the top case (which to my mind thinks if it had apparently happened - the laptop should not work at all? It was typing/working perfectly aside from the heating issue/return key sticking occasionally and the ALPS driver for the mouse failing as it left here. I rang HP and spoke to J yet again and explained the situation whilst angry (though remained polite) and asked her to push to find what was going on. J is going to email the repair department who will in return get back to her in "8 working hours" and she will ring me to update me on what has happened. I also rang Staples head office to enquire about a telephone number for the area manager. I was put through to customer services who are going to ring S to get more information about the case and then ring back - that was a around 1pm and I did not receive any reply. Monday evening I am very tearful and upset by what has happened and I email both head offices again for Staples and HP. I have a google search on the borrowed mac and find 7 links that show that the HP repair center have claimed that spillage has been found on other unsatisfied customers laptops when it simply is not the case. These links are available on request. They were found after just a 10 minute search of one set of search keywords were entered., I suspect that if I dig further and vary my search keywords I shall find more of the same. Interestingly the people in question largely say that - like my computer - their laptops are within a couple of months of the end of their warranties.

    Tuesday 22nd September: At 9am I received a telephone call from J who had had a reply from the repair center. They have taken pictures of the alleged spillage which is now apparently under the keyboard (not in it and the case as I was initially told) and are going to forward them to her (no doubt after another 8 working hour gap) for her to forward on to me. Nothing has yet arrived as I write this at 2pm. At half past 9 I received a very helpful call from Staples customer service at their head office and spoke to a lady called Ann (A) who had read the email (the same one as I am sending you, missing the update for today). She explained that she has spoken to S and heard all about the phonecalls that we made to the store and knows that I am expecting pictures of the alleged spillage. She also explained that should I take this further if no satisfying conclusion is forthcoming from HP, she will help me every step of the way in having an impartial independant tester look at the laptop to research the same difficulties that have become apparent three times since the purchase of the laptop AND the alleged spillage.

    Since the phonecalls from J (HP) and A (Staples) I have also contacted Martin Lewis (a financial journalist who runs moneysavingexpert.com) and asked him for advice, I have contacted a local solicitor with regards to a possible court case should it be necessary and I have also contacted Consumer Direct and Trading Standards who both have offered their support in making a claim for damage against HP. It was reaffirmed to me by TS and CD that HP are bound by the contract of my warranty and Staples are bound by the Sales Of Goods Act AND the EU Product Guarentee Directive. They both requested that I keep them upto date with what happens next.

    Annoyed&Sad 9/22/09 10:58AM

  • I add my voice to the litany. The details will sound familiar. Hours spent on the phone, in useless trouble-shooting maneuvers with marginal English speakers; promises that a supervisor will call, going unfulfilled. Conflicting and incorrect solutions. Faulty repair. Being bullied to buy replacement discs for hundreds of dollars. Reaching "the top" (Case Manager), and being treated with arrogance and indifference by someone who refused to make any amends for what he casually admitted to being "a sort of negative experience."

    Actually, as I read the forums, I think that my experience was probably one of the less exasperating ones! Others have suffered more than I have. But what is truly astonishing is the consistency of the complaints. Surely HP knows. Evidently it's true that they don't care. The arrogance and greed and tactical bullying are shameful. Here is a formerly respected company, losing its good name. I wonder if they care...

    aefcolo 9/16/09 7:55PM

  • I have a lemon HP printer. For weeks I have
    been trying to get this resolved. I have
    been lied to ,put on terminal hold ,ignored
    I feel like second hand customer.
    I have always had HP printers,how ever this one is a stupid one . I hate it I want my money back. I didn't know when I made the purchase it was a used one. ( I would not have bought it) I was sold a line .
    Can some one help me at HP that has the power to do something about this?

    Anonymous 9/14/09 9:14PM

  • Don't even bother calling. you will wait about half hour if not longer just to get on the phone with someone. Then from there, it gets worse. you get transferred to about five different people all of whom cannot distinguish there ass from there elbow, never mind helping me freaking install a wireless printer. you think these people would get trained to know how to do these things. i was wrong. really save your time dont call.

    Anonymous 9/8/09 2:13PM

  • The worst comment I have ever received from a customer service person was when, under warranty, HP had to replace my laptop. My backup and software were in XP but, although HP still offered XP, I was told i had to take Vista. When I told the Case Manager (went to the top) that i would be wasting a lot of time and money with Vista he said "WE AT HEWLETT PACKARD REALLY DON'T CARE HOW MUCH TIME OR MONEY YOU WASTE."

    Chuck 9/2/09 12:10PM

  • repeat after me. HP SUX. HP SUX. HP SUX. They really do. NEVER EVER BUY AN HP ANYTHING. EVER. If you are a large company making millions and millions, you need to suck it up and have top notch tech support. No Excuse.

    First issue, they have admin functions where not even the admin can get in and change settings? WTF? you bought the darn thing and they don't trust your judgement enough to let you admin whatever you want. that was just the desktop.

    Now, for the laptop, ZERO tech support. It is a joke to google for a number or find a backdoor to get help. Original problem- the Atheros wifi card that came with the g60, I believe a 5007, and it could not find my link sys router (my dell found it no probs) and it still can't... Atheros won't support there own sh$t and force you to go through Hell Poo.

    So I tried and tried and tried for HP Tech. Then, I came up with the idea to call like you are purchasing a new product and then ask for tech support. Still on hold...

    The people who make these decisions for HP at whatever level should all be fired and their pensions withdrawn.

    hpsux daballz 8/26/09 11:35AM

  • I've had too many unsatisfactory episodes with HP to list them all, but my main complaint is one of philosophy. HP has no respect for your data. They do not recognize that you use your computer, and that your data is usually much more valuable to you than the machine itself. Their ultimate solution is those 'Recovery Disks,' or to replace your hard drive if you're brave/crazy enough to send your computer to them. The recovery procedure reformats your hard drive and puts the original software back onto it so that the result is a virgin system just like you originally bought, without your data and without your programs or any modifications you have made. When they replace the hard drive they make no effort to save your data and customizations either.

    I'm quite aware that their way of 'fixing' problems is cost effective. It has reduced the requirements of 'technical' support personal to people who cannot speak English, have not idea what makes a computer tick, and are only capable of repeating the phrase "Run the Recovery Disk." And the 'tech' support people have never realized that the Recovery Disk procedure resides in that proprietary partition on the hard drive and you don't even have to have those physical disks to destroy your data. All you have to do is hit a function key, but I've never been told this by a 'tech' support person because they know less about your computer than you do. They have tried to sell me those Recovery Disks, however.


    Because of this total lack of interest in actually fixing my computer problems, and primarily because of their total disregard for my data, the reason that I've bought a computer in the first place, I will never buy another HP.

    Anonymous 8/20/09 8:32AM

  • I JUST was on the phone with the HP "technical support" line for OVER two hours. The FIRST "technician" (there were a total of four) acted like he oh so wanted to help but then he transfered me. The next "technician" kept me on the line for an hour before deciding he was done helping me...it kept on until the fourth technician who I doubt even graduated high school. Needless to say, that I have had the printer for just over a month (too long to take it back) and it is already messing up. I wasted two hours of my time instead of sleeping and phone minutes for absolutely nothing. I have never in my life been so dissatisfied with a company's customer/technical service. EVER. I will NEVER buy from HP again. Seriously, hire some Americans who can 1. Speak our language 2. Graduate HIGH SCHOOL 3. Have some sort of knowledge about printers/computers. What does HP do ? Hire people off the street who will work for $1/hr!?

    Anonymous 8/12/09 9:28PM

  • I purchased a dv2000t laptop almost 2 years ago and recently started to have problems with the Nvidia GPU. This is a known hardware defect (just google it), and Nvidia admits to the problem. The GPU doesn't even last for 3 seconds under Nvidia's own software stress test without crashing the system. The laptop had problems booting, displayed 6 small screens instead of one, and had numerous blue Windows stop errors indicating hardware or nvidia issues. However, the three customer service reps I talked to kept insisting that it was software, and they kept wanting to sell me Norton Antivirus. I had to call 3 times and twice they had me restore the laptop to its original factory condition. When it broke the third time, I had to PLEAD with them to not make me restore it a third time (third time in 3 weeks) before they would admit it is a hardware problem and send me a box. Here's hoping that they actually fix the problem when I send the laptop in...

    anonymous 8/5/09 1:00PM

  • I was just on the phone for 111 minutes with these people, with no intelligent help at all. My computer has always used wireless internet from my router, and never had a problem till now. Now it does not recognize the router or any other form of internet connection, and they were trying to tell me it would cost 69.99$ to get connected with the tech support people to find out what was wrong with the computer recognizing the internet connection. I have tried everything I could think of, and no results. HP customer service was the worst and least helpful phone call I've made in years. Horrible Product as well.

    Jaredtc 8/1/09 11:57AM

  • I was on the phone for 129 min and 41 sec when I just gave up. My call was answered promptly, but the tech had about as much knowledge as a box of hair. Over 2hrs and nothing accomplished. We did nothing not one tweek I never opened a file, aplication nothing I just sat on the phone while he would leave and ask another tech what to do. This was all for a simple WIFI printer install.

    Anonymous 7/31/09 10:08AM

  • I had the worst experience with HP Customer Service. After making a service call to resolve a pop box the first technician told me to set up a new account and moved my files, then I had to call back because I couldn't find the files. So after 5 calls, speaking to 5 different techs, $150 out-of-pocket and about 12 hours on the phone the computer was restored to the original date of the first phone call I made to HP and back the original account. What INCOMPETENCE and the BIGGEST RIPOFF.

    ripoff 7/27/09 9:43PM

  • I was on tech support for over an hour trying to fix a 6 month old OfficeJet. I was told to wait an hour and try the reset procedure one more time (after having done it 6 times on the phone) and if it didnt work to call back and I would be sent a replacement printer. I did that, and HP tech support has NO RECORD of my call, even though they gave me a service ticket number. This is the 2nd unit (the first failed also). HP is the WORST and I will never buy anything else from them.

    siliconbronze 7/27/09 5:25PM

  • I telephoned customer services to arrange an exchange having been sent the wrong printer cartridge. The service received was beyond atrocious. Because I had not discovered the mistake for some months they refused to help, kept repeating their "7 day refund policy", refused to find me a supervisor and I could hear laughter in the background.
    Service, incompetent, rude, useless. I shall take some persuading to buy anything else from HP.

    Anonymous 7/22/09 2:37AM

  • This is useless. HP has no one that can provide tech support for something as simple as a printer. I was told that because the product is out of warranty (mind you, it's 14 days short of being a year old), that no one could help me. All I need is help uninstalling and reinstalling a printer, hoping that that will resolve the problem i'm having. all they kept trying to do was to have me buy an upgraded printer or a service contract...aaarrrggghhh!!! HP -- Good printers; lousy customer service! Next time, I'll buy another brand.

    jennyjen 7/21/09 1:41PM

  • I am sitting here on hold, total call time so far 1 hour 5 minutes, one tech and 3 supervisors, because they needed my credit card # to send a replacement hard drive. Would not bill unless they did not get faulty hard drive returned. Faulty under warranty hard drive was returned, I was billed $331.79, far more than just buying a new hard drive locally, and I am getting a run around to get a credit. Yes I have put a notice with the credit card company also. That took about 3 minutes.

    Anonymous 7/21/09 1:26PM

  • I was on the phone yesterday for four (4) hours maybe longer talking with a total of 4 Technicians. My problem was not solved and I was hung up on twice. I still don't have my problem taken care of and am too upset right now to call back. When they run out of options to fix my problem they just hang up on me and I have no number to call back and they were all from India. Every time I call back I get another techinician and then a tech II then a tech III I am so disappointed with your service. I still have my case number if there is some way I can get help.

    Thanks
    June





    Anonymous 7/21/09 12:20PM

  • i called customer service to get help to restore my comp - they told me they couldnt help me then hung up on me - pretty crappy

    Anonymous 7/17/09 5:45PM

  • I have been over a week trying to get a replacement "wired" lazer mouse for the new one that did not work and needed to be replaced per India. I have talked with over 20 representatives from India and have been in a non-stop loop - they always say I'm not connected to the right department. I believe I have talked to each department at least twice. I was given a "case number" of which no history was recorded as each new call had me repeat the same information. I finally reached my limit and asked India to stop reading their script and connect me to a manager. Of course, we all know they don't do that. HP is really missing a positive business opportunity with their existing customers by continuing their 100% India support. My suggestion would be IF a problem cannot be resolved, it should be escalated to the USA!! I have returned my home office HP desktop to them within one day of receiving it back from service ... still not fixed. I have been without my desktop and working mouse for over 4 weeks now which is crippling my consulting business. I cannot say that I will ever purchase another HP product.

    Susie from Plano, TX 7/16/09 11:22AM

  • OMG I thought it was just me. I am livid that when you ask for the VP name they will not provide you with the information. They the Indian people want to give you the run arounds and keep saying you need to pay for this pay for that. I did not give Ganesh permission to delete my stuff for me to upload my picture's. Now they say I have to pay an additional fee again on top of the fee I already paid. This is a rip off & scam. I hate HP. They need to get local centers for people can understand their tech's. I am furious @ this point.

    Diva's Darling 7/15/09 1:07AM

  • Glad others are having the same horrible experience, but it does not solve my problem. I bought a HP Pavilion at Costco in January of 08. It lasted 6 days and had to undergo a complete recovery after I uploaded 5 pictures from my digital camera...within 3 weeks the motherboard gave out. I sent my computer to HP in the box provided. Three weeks later I received my computer back...it would not turn on. Customer service said I needed a new mother board! I sent it back again, in the box provided...HP is big on boxes. That is the extent of their service. They have great boxes! Another 3 weeks passed and my computer had been misplaced, lost, found, not repaired, sent back to me, (honestly, nobody knew where or what had happened to my laptop)when I went postal. HP sent me a custom-made laptop which worked well until two weeks ago...now 54 days out of warranty. They will not honor the 2 year service contract I PURCHASED from Costco originally. After tests it was determined I needed a new hard drive. The tech said he was able to view my history and would send out a hard drive by the following Tuesday. It is now two weeks later, and no hard drive. I called HP this morning and started over with more Indians named Nancy, AJ, Julia, Bennkat (he was honest), and was told there is no record of my computer (Julia), there is not a service order (Benkat) and I will have to pay 360 dollars to purchase a warranty before they will transfer me to get a service number (Benkat the extortionist). I finally asked for the number to reach the President of HP so that I could let him/her know of my complete and utter dissatisfaction, and was given a number that is no longer in service. That is HP customer service at it's apparent best....I currently have two home offices with 2 HP multi's, (7800 series), two HP Pavilion laptops, one compaq branded HP laptop, one #5900 series printer, and one HP desktop for my two children who remain at home to use. I am going to take all of it to goodwill (no that would be cruel to give such junk to someone who really needs a break). I am going to put all of it on the curb in the morning and have the garbage truck crush it to smitherines...an end too good for such horrible junk, backed by the worst customer service on the face of this planet! My son, a sophomore in college went with a Sony, my incoming freshman this fall went with an ideabook. It's time I got as smart as my tech savvy teens and bought something other than HP! They are the worst pieces of junk produced, backed by the all-time worst customer service in existence. I wish I could relay to all who read this how strongly I feel about HP. This epistle just does not do my anger justice!

    Anonymous 6/29/09 7:57AM

  • I am glad but sorry I am not the only one with problems for hp customer service. I downloaded an update that said if problems with video call the 800 number that there was an extended warrenty because of the type of motherboard I had. I had never had problems with my computer before and I restarted for the updates to take effect. of course my computer never came back on. so I called the guy asked me my name ten times only to finally tell me if I wanted to talk to him I had to pay $50 phone sex operators don't get paid that much. So I got online and talked to somebody only to be disconnected two hours into him having me troubleshoot my computer. I reconnected to chat and spoke with another individual who was very friendly and said since I had that particular motherboard it would be replaced free of charge and they would send me a box. His supervisor even called me on the phone wanting to sell me some other type of service plan wich I did not take He also told me that it would be free of charge to fix and I would have it back in 7 days. Two days later I got a call from hp saying it was going to cost $500 to repair my computer because it was not under warrenty when the other guy said it was. I got off the phone and got back on chat with hp. The next person I spoke to said he had no idea who called or why I told him my caller id showed the hp 800 number and she said that my computer was not under warrenty and that it was for the motherboard replacement. He again told me it was going to be no charge that my warrenty was good until july and he gave me a fedex tracking number and that it would be delivered today june 23rd. I got on fedex website and the box was delivered today. THE BOX WAS DELIVERED TODAY TO VIRGINIA AND WAS NEVER ADDRESSED TO ME The lady at fedex was awesome and even checked to see if anything was shipped to me and there was nothing I have talked to these people for over 8 hours now they should be able to tell me something but they can't what is the deal. I will never buy an hp product again because I am beyond mad at this point and I am a very easy going person I have never met a stranger and treat everyone like I want to be treated so why can't they???

    jturner97 6/23/09 6:37PM

  • Purchased a notebook hp laptop with the most expensive extended warranty. When the laptop needed service hp was unable to locate the warranty and their idea of service is to send a box. However when purchased the warranty included on site repair service. After several hours at least 4 hours, with promises of techs to research and return our phone calls, a box is as good as it gets with hp service. This is not what was sold to us.

    Anonymous 6/21/09 4:32PM

  • I am going to post my true disappointment with HP at least 5 times per night where ever I can. This will be the best advertisement for any other PC manufacturer....HP Warranty and Service is terrible and they are crooks who cannot speak English. They do not care what happens to their customers after they buy an HP. I hope they go bankrupt. See my story below.

    Anonymous 6/19/09 3:22PM

  • My son had a laptop which was more expensive than Dell but we went with HP instead. Within the warranty the laptop was recalled due to hinge problems so we sent it back for repair. The service center called and said it also needed a new AC power receptacle, some new keys on the keyboard. We agreed and also asked them to wipe the Hard Drive and Reload original software. They charged us $360 to do the job and sent it back to us. When we received it we could not even get it to boot up correctly so we called the service center within 24 hours (as instructed) and sent the computer back again within a couple of days. They just called again and now say that their is water damage and the computer is ruined (but they will fix it for $760). Now, they sent us the shipping container both times and we used their shipper. When we sent it and received it it was not wet so this tells me that they are crooks and the warranty is worth as much as used toilet paper. I will never buy another piece of HP equipment for work or personell use. To top it off they say that they took pictures of the damage but they will not show them to anyone. All this after at least 3 hours on the phone with non English speaking service techs....all for a hinge problem...now we are out $1700...BUY ANYTHING BUT AN HP

    Anonymous 6/19/09 3:17PM

  • Bought a HP 9 months ago at Best Buy with the extended warranty. Apparently the hard drive was bad and the screen would not come on. Took it back to Best Buy and they wanted to charge me 100.00 to back up the hard drive before replacing it. It had a few pics on there I did not back up since downloaded. I argued with them to just write out a check to pay the fee as to did not want to delete pics. This is all a crock and a computer should last more than 9 months....not to mention HP should pay for the back up and repair. I will not buy another HP or recommend it to anybody again. When asked about what kind of computer I have, I will let them know I have the worst one on the market. Buy a Dell!!!

    bradjmcm 6/12/09 10:39AM

  • In January, I bought an $1,100.00 Hewlett-Packard laptop. BOY...was that a mistake! We have a daughter in Hawaii and a son-in-law defending our country and your freedom. We only wanted it for the webcam and the email. We never took it anywhere, and took very good care of it. The AC adaptor and cord got very, very HOT while charging. My husband opened the laptop and 3/4 of the screen was white. We felt sure that it would be repaired, but they are now telling me that it will cost over 400.00 to repair it. I think that it is a crime because the techs can put anything on the form and we are at their mercy. Believe me.. DO NOT BUY AN HP OR COMPAC PRESARIO!!!!

    jacitown 6/11/09 2:55PM

  • I've been trying to order an HP mini for two days now...my internet order was declined four times. My credit card company tells me they approved the orders. HP can't tell me why it was declined nor can they tell me why the order still has not processed. I have talked to five different customer NO-service reps who keep telling me they cannot resolve but will transfer me to another department who will resolve...I even got transferred to "Advanced Financial Services" - a mortgage company - at one point in all the transferring! Hmmmm....what a great customer service story....suppose it's time to order that Asus mini.....

    hpcustomerNOservice 6/8/09 8:01PM

  • I had had a HP all-in-one printer for several years and felt confident to purchase another HP ---WRONG.
    I called for support and reached India. I spoke with two different techs that both had heavy accents and very difficult to understand. I was on the phone 4 hours and 15 minutes! I did get the printer up and running but have not tried the scan or fax. I also orderED two sets of cartridges that were suppose to be $32.00 each and the charge to my account is $69.58. The tech was very pushy. The comment stating "Slow Suicide" could not be more discriptive. They tried to get me to extend the warranty - can you imagine having to look forward to talking to India again??? I will just use the printer until it breaks and then purchase another brand. My confindence in the HP name is gone.

    Anonymous 6/4/09 5:53PM

  • the comment about a slow way of commiting suicide is absolutly correct... DON"T ever call this number, replace, or buy antoher product....I don't expect much from 800 tech support, but these people were extremely wasteful of my time. it's better spent here warning you people not to call them, overall it will save the world economy

    beezelbub 5/22/09 2:08AM

  • HP does not stand by it's products. I currely own an DEFECTIVE HP PRINTER!!!! (HP Photosmart C4385 all-In-One, wireless, printer, scanner, copier)

    HP does not stand by it's products. Upon learning that their product was defective on January 18, 2009, HP did not provide customer notification of defective product, no recall notice, no company initiated attempt to replace defective item. Rather, HP is willing to SELL to a “valuable” customer an upgraded replacement item for the exact same cost of the original purchase price of the original item.

    Additionally, they have extremely poor customer service. It is nearly impossible to speak with a supervisor and they do not return calls.

    Do not purchase a product from HP!!!

    I would never recommend to ant

    LindaL 5/16/09 11:59AM

  • HP IS A JOKE DO NOT BOTHER CALLING UNLESS U WANT A SLOW WAY OF COMMITING SUICIDE!!!!!

    SLAYER_666 5/14/09 5:24PM

  • The worst customer service in the world! HP does not know how to structure thier customer service center. It is a total nightmare. Employees are very nice. It is not thier fault it is the company that has an issue.

    Anonymous 5/9/09 3:41PM

  • I will NEVER buy anything HP!! Their customer service SUCKS!! I've been on the phone 45 minutes (this time) to find out where the part is they were suppose to ship. They didn't order it!! We were on the phone 1 1/2 hrs. last time trying to talk to someone that you can't hardly understand to get this on order. Overall 3 hrs. of calls for a $45. printer. Transferred 3 times and have to give all the info everytime only for them to transfer you again. I repeat I will NEVER buy HP again.

    tnaseesal 5/7/09 3:47PM

  • Hp service stinks... Its the worst experience ive ever had in my life. I spoke with a lady from BFE and she transfered me to the spanish help line purposely. I will never buy a hp product for the rest of my life. These companies are becoming so global that bad experiences dont mean anthing to them anymore. People need to research who has great customer experiences and what products have same speaking technical support that a person can understand.

    HPSucksAmerica 5/5/09 11:27AM

  • My treatment from HP Customer Support has been the worst. Have a dv6000 Pavillion Laptop. A known issue causes the Motherboard to fail; HP issued a special additional 1 year warranty to cover this issue. My failure occurred 1 month following the warranty. HP refuses to do anything now about this known issue. They want $400 for a repair. Better to buy a new machine --NOT HP.

    bellsouth.net 4/28/09 9:21AM

  • Customer service sucks! I will never buy an HP again....Apple here I come. Do NOT....Do Not call customer service! Call the Geek Squad first or get references.

    Anonymous 4/25/09 3:42PM

  • Here's my HP nightmare story.

    I have a Hp desktop 775On, I purshased from Best Buy with the premium warranty. It included in home sevice. The first time they came out to change out the hard drive. The one HP had sended was bad.The Geek Squad guy order a new hard drive, mother board, and power souce. He can back to my house to change them all. He pesonal talk to HP they said I should call them for a recvery disk. I did after 5 1/2 hours on the phone, I gave in and paid for the shipping and handling of the disk ($27). My original disk did not work becaue they where tattoo for the original hard drive. Get the disk for HP, they don't work, another 3 1/2 hours on the phone, they told me to send it in, i did. It came back the tower now has a crack in it, and does not come on at all. These people are the worse. I will never again buy a HP computer or anything by HP. Ever time I call my husband says" Why don't you ask them for a slurpie and an order of nachoes with extra cheese."

    ladyleta13 4/23/09 10:50AM

  • I to purchased a Pavilion desktop in Sept. 2007 and in January I had already started to have problems with the keyboard. I contacted HP and was told I would receive a keyboard, which never happen. I have had the runarounds with these people and I definitely will not buy another HP. Terrible tech support.

    meli 4/22/09 9:53PM

  • I have been trying unsuccessfully to resolve issues with the purchase of a laser jet printer. With over twenty hours logged on the phone with various representatives and salespeople, I am quite frustrated with the lack of coordination between departments within the company. Even the executive customer relations managers do not know how to navigate the system maze set up by HP as firewalls to block real customer service.
    If anyone knows of a company ombundsman, please let me know

    Anonymous 4/19/09 11:02AM

  • HP is by far the worst tech support I have ever dealt with. For some reason they lost track of my warranty information and when I called they forwarded me around to several people until finally someone said I needed to fax my receipt in. Luckily, I still had a copy of my receipt from over a year ago. I faxed it in and two weeks later I was able to send my laptop in, and they promised I wouldn't have to do this again.

    HOWEVER, this was not the case. While my laptop was still in warranty I ended up having to send it in three more times and *each* time I had to fax my receipt in, and wait two weeks to get service. So, not only are the laptops they make completely awful, they also don't repair them without a lot of BS.

    NEVER, EVER, EVER BUY AN HP! That is my advice to you, and my own plan. However, I was given a laptop after this incident as a gift from a friend and unfortunately it was an HP.

    So, not surprisingly I'm thrown back in to HP Hell shortly after getting this laptop. not surprisingly I am "out of warranty" again (even though I never actually was with my old laptop). Except this time I don't have to the receipt to prove this laptop is still in warranty. What makes matters even worse is that it is my wireless card that is broken, and lo and behold that a TON of people are having the same problem with this laptop...HP did a recall on another laptop after the same thing was happened and there was a lot of press over it, but not this time. No, my laptop is not covered by this recall and it doesn't surprise me with how terrible a company HP is.

    I now do everything I can to let people know my story. Every chance I get I tell people to never ever ever buy an HP (and a lot of people already know this!). I know I can't do it alone, but I am so enraged with this company that I would love to see them go bankrupt.

    Anon 4/15/09 8:10AM

  • I have used 10 different laptops in my 15 years of IT and this HP laptop DV6000 is the worst laptop . I have 15 case tickets and no one is bothered to fix my issue ..all they say is send the laptop to service center and service center will have the laptop for more than a month . I have already sent my laptop twice for the same issue ..every week another new issue will pop-up. Case manager said he will replace the laptop if this issue happens again ..but next time if this Issue happens he will say he will fix it and not replace it. I once said to the case manager that I need to talk to your manager he said he has no manager ..funny ..I said I will send a email to your CEO , he coolly said go ahead ur email will come back to me only …wow awesome …now a days even if I have an issue I don’t call HP support ..I don’t want to waste my time …

    Anonymous 4/14/09 9:29AM

  • Your company has terrible customer service. Last fall I sent my notebook to be repaired.
    Among other things it needed a new keyboard.
    You sent it back with a french keyboard. I
    spent at least 30 mins. trying to tell a guy that the software was fine but that the letters and symbols were in french. After going thru a whole bunch of manoevers on my
    computer he kept going on about software. What part of keyboard letters and symbols did he not understand? Too frustated to continue I hung up.I certainly will not
    recmmend your products to anyone

    Anonymous 4/9/09 3:43PM

  • OMG, i was reading all these comments and i was thinking to my self, oh come on i bet these people are just dogging HP. but no s**t. i just called like 2 minutes ago for help. and the idiot comes out with. okay how will you pay for the support?? i was like ARE YOU SERIOUS i need to pay for you to help me! so yea. HP sucks. people please dont purchase from these dumba$$!!!!!

    Anonymous 4/8/09 7:52PM

  • I bought a HP Pavilion last year. Cant shut in off. The thing doesnt receive wireless signal. I called and tech person told me i would be either $100 a year to receive technical help or one time help for 50 bucks. So a year after $1000 dollars of purchases you now are going to charge me for help...Ill just yell out my window for help

    hp.poo 3/31/09 3:44PM

  • HP conected to my computer remotely (it was running a little slow) and since then the computer has not been able to turn on. It took several hours of discussion before they agreed to service the computer. They failed to send the FEDEX box for three days in a row and were very rude when I called to remind them. It was the worst customer service I have ever experienced. More to complain about but the space is limited.

    Brettaefsky 3/12/09 6:49PM

  • I bought a HP note book. DV4Z Within one week it was determined it was defective, hard drive problems. I had to return it they sent me a new one. Very inconvenient! It was defective as well. no quality control! Touch pad was broken and doesn't respond properly. Tech support by email gave me directions I could not follow. After many emails/and 2 calls, I said I want to return it for a full refund. They said someone would call me with in 24 hours. No one called, I emailed them over and over they said they'll call, they'll call. 10 days later and many emails, I called them. They once again said someone would call me. He did! He was SO RUDE RUDE RUDE beyond your imagination. He was with the case manager department. Bottom line I am not able to return if for a refund. I am not able to attempt to get it fixed over the phone with tech support. I can no longer get a refund, even though I said I wanted one within the 21 days. They said I made that request to the wrong department, to the wrong people. Talking to HP should be HP, not oh they didn't tell you correctly. Said I knew just what to do to get a refund since I had done it before! Not true! I trust I am transferred to the correct department.
    I use to love and trust HP, now I hate them!

    HP Hater 3/12/09 3:56PM

  • Purchased a HP Pavilion computer with HPw1907 monitor in Jan., 2009. Monitor would constantly go into sleep mode when or when not using computer, and would not bring screen back up. Only way to shut off computer was from hard drive or power source, not good. Screen would not start each new day without first turning power off, screen would later go into deep sleep.

    Called HP support 6 times with this problem, received prompt assistance from knowledgeable techs in India, but could not solve problem. Every time we called we had to repeat the same information, even though we had case number. Twice was told a new monitor would be shipped, but never was confirmed or shipped, even after talking to supervisor who said it would be replaced. Tech help would not connect to supervisor, asked same routine questions each time. Last Tech rep insisted he was expert who could solve problem others could not. He had me doing things I should not have to do and should not do, including opening hard drive and removing 4 memory cards and re-installing them for unknown reasons. The big expert did not solve problem, said screen was not the problem, that it was a bad media cord. I disputed this, telling him I had already hooked up two old monitors with the same cord and they worked fine, as well a 10 y/o Dell monitor with missing cable prongs that worked fine! Problem was clearly a defective monitor, which he said could not be the case since it received power. He assured me a new cable would fix problem. I bought and hooked up new cable, same results. Called HP 6th time and demanded to speak to supervisor to have new monitor shipped. Got the usual run-around, was told supervisor would return call in half hour, never did.

    As I told reps I would do if not contacted, I took complete desktop computer back to store for a refund and purchased a Dell, which works fine without problem. For a lousy $150 monitor, HP now has the whole unit back, and has lost a customer forever. We had purchased 4 HP or Compac computers the last 10 years, will not buy another.

    Nice job HP customer service! Pathetic.

    Anonymous 2/19/09 2:11AM

  • I bought a HP 1040 fax machine in Nov. 2008. I had a lot of problems setting it up, to receive both faxes or a message on my voice mail. I've talked with customer service 5 times in the past month, each time ending up with the problem i started out with.They finally told me i would have to purchase a separate answering machine, which i did, after canceling my voice mail with bell. After 3 calls trying to set the machine up with the fax, they told me it would not work.The customer service reps are a joke as is H.P. I will never buy another H.P. product again. I wish I had saw this site 3 months ago. I have a brand new fax machine that won't work and they won't take it back.

    Anonymous 2/11/09 4:34PM

  • Very hard to get through to customer service. Then you have to have your pc model number for reference to any transactions. Very old hat. I purchased an extended warranty for 133.99 and they took 151. 19 out of my account. It took me 3 days to finally get a hold of a customer service person then they turned it over to a case manager. The case manager left his phone number for me and spoke so fast I did not get the number even on the second time hearing it. He called me and said it would be cancelled. The 151.19 left my account but the 139.99 showed up. I called again and I talked to someone that said it would take 48 hours for the money to be put back into my account. This is four days and the 139.99 is still out of my account.

    I would not recomment thse guys to anyone.

    Anonymous 2/9/09 7:50AM

  • the WORST customer service. do not buy no matter how cheap, you will be glad you spent the extra money on a different product insyead of having to deal with their customer service.

    larry 2/4/09 5:42PM

  • I have been attempting to resolve a motherboard issue since mid-November, I originally spoke twice w/California and they were willing to accomodate my request for a replacement computer (since the motherboard failed prior to warranty expiration) but I've been unable to reach California and service reps in India are unable to see record of previous conversations! My 80+ yr Dad (WWII / Korea vet) uses his computer to email his granddaughter currently serving in Korea in US Air Force and is disappointed not keeping in touch with her. I NEED TO SPEAK WITH CALIFORNIA OFFICE!!!

    md49684 2/4/09 9:55AM

  • Just spent 50 minutes trying to get information regarding my son's laptop. He is overseas and had some water spill on his computer. He sent up the laptop but we lost the HP shipping information and number to request the shipping box. The information was lost due to a power outage which wiped out our answering machine. Difficult to get them to understand that I did not have the service # or anything else for the shipping info. Finally got Chris to find the infor the for computer. It is only 3 months old and cost over $3000. It is his connection to home with a webcam and slingbox( so he can watch TV). They will repair it at over $400. and about 2 weeks for it to be returned to us. Then we will ship it overseas as it cost more money. Nice to see that HP is looking to assist the military.

    AF mom 1/31/09 11:44AM

  • I agree with every single person that has left a review about HP.I have had 3 HP computers in the last 8yrs and this is my LAST one! I have never had to call their support line until last week and I wish I had the money to fly to India & hurt somebody!!! I have been trying to get a refund for a one time support that I did not rec'..all I got was someone trying to sell me another computer. I was told my computer was too old(3yrs).And it was nothing they could do for me. I have spoken to 3 ppl who all had told me I would have my money refunded to my acct in 48hrs...That was 4 DAYS AGO! Today I emailed the CEO Mark Hurd and told him abt my ordeal. Wish me luck!!

    alaw1021 1/23/09 11:06AM

  • I am trying to compose myself to the point where I will be articulate enough to comment about HP customer service without using foul language or sounding like a raving lunatic.
    My history, purchased new m1319f all in one printer/scanner/fax unit, fax receive log will not reapond/work, dial up chat line,person could not fix, call HP customer service (9 phone calls, 2 chat lines contact,) 18 hours of my time later my fax receive log still does not work, I have unistalled, installed drivers twice, followed specific details provided 9 times, been disconnected twice, been told to call Canada help line once and much much more--still does not work--your customer support line is the worst thing I have ever experienced. If I can talk to everybody I meet I intend to tell them do not buy Hp

    Anonymous 1/14/09 10:18AM

  • i spent a whole day trying to get my printer to communicate with my computer with the supposed help of H.P. but got nowhere.
    i ended up fixing it myself in 10 minutes with the help of a friend. H.P. talked me into buying a new printer saying that i had a hardware issue that could not be resolved,
    what a bunch of crap! i cancelled the order and any other business with H.P.
    incidentally i spent 2 hours waiting on the phone for customer service returns dept. only to be told i had the wrong department?

    machine man 1/2/09 8:34PM

  • I want to connect a Maxtor External Drive. When I install it and hit finish, it reboots and says it is not installed because "NTLDR is missing." I phone Maxtor, and she said I may need to disable "boot to USB device" that is in the Bios, on the mother board. I said it would be nice if she told me how. She said she hadn't been trained on the mother board, so I had to call Hewlett Packard.

    I did. I explained what I wanted. Your man did not hear me and I had to repeat. He said to turn off the computer, then push the on button (I have a bar, and asked him if he meant the bar on the tower, and he didn't know what I meant either). So we explained that for a while. When I did that, as quickly as possible I was to hit the F8 button repeatedly. I did,maybe 20 times and held the start bar down as I hit F-8. The computer booted normally. So he had me do it again, touching the start bar quickly once, then the F 8 repeatedly. I did. At some point I tried to set my cordless phone so I could hear him on speaker. I accidentally turned it off. So I called again and we continued.It booted normally. Then he had me do it the second way the third time to see if I wasn't doing it fast enough or something. Then we tried the same procedure with F 10 and I got a page of writing with the first words mostly the same and different numbers at the end of each line. I read the first line to him. He said turn it off and do it again this time with F 2. He explained that different computers use different keys to access what he wanted, which is Bios. Did it say Bios on the screen the time before? It was gone! He had said to turn it off. I didn't see it, but the whole screen was filled with writing. So now we are trying F 2 and it is booting normally and my phone reads "battery low" and I can't hear him or he me. My husband picks up his phone, but we are disconnected.

    This is 6 pm on Dec. 2, and I don't know how long I have been talking to him with accomplishing nothing. Since I got the same man before when I called back, I am going now to wait either 8 hours, when his shift goes off, or until Monday, when presumably someone else will be on. When I've called support before, they told me what the screen would look like so I wouldn't pass it accidentally. I got frustrated early on because we couldn't understand each other and were wasting time. I did ask if I got a different external drive, would I have the same problem. Because I'll take it back and get a different one if that will solve it. He did not have an Indian accent, so that was not the problem. But it wasn't a helpful experience. We did not find Bios or connect the external hard drive. Sincerely, Lois O'Brien

    Anonymous 1/2/09 6:34PM

  • I just cancled a $3,000.00 order with Hp. they were rude, gave me false names, hung up on me, cursed at me called me the N word.... I promise you that I will never give them business or even talk about there product. they rob people to their face. everyone on here is 100% correct about there service. the worst i ever dealt with. no one knows anything and they all say the same thing and give you the run around. i've already filed 3 complaints on 3 different managers as well as 4 reps with the corperate office in california. what good thats going to do, idk? but thats all i can do... now i know why they're in a different country while talking to you. those people will make a church man want to kill someone. PLEASE WHO EVER READS THIS DONT EVER BY ANYTHING FROM THEM. I FOR WARN U. FOR IT WILL BE THE WORST MISTAKE OF YOUR LIFE. I asked them why isn't my lap top being delivered on time my son will have only half his christmas gift. they laughed at me told me to f*** off and hung up on me... No one cares over there and you can tell nothing is ever done about it so there going to continue to keep doing this.

    Anonymous 12/19/08 7:06PM

  • It is impossible to describe the run around I suffered in trying to return a printer to this company. No one knows anything. Their customer service is a sham to wear you out. NEVER have I experienced anything as difficult at HP. Totally disorganized, no one (in India) knows anything, transfers cutoff, the questions do nothing to solve the problem, and the support people truly have no idea of how to solve the problem of providing a replacement return waybill.I will never even consider HP products as possible purchases.
    Bro Hat

    Bro Hat 11/25/08 10:43PM

  • AWFUL SERVICE......THEY NEED TO BE PUT OUT OF BUSINESS!!!

    MAD AS - - - - 11/17/08 9:36PM

  • The service at Hewlett Packard was/is awful. I waited on the telephone for several hours and accomplished nothing. The company then wanted to charge me money for doing nothing....still waiting. I will never ever purchase a Hewlett-Packard Product again. The service sucks.......

    Frustrated Buyer 11/17/08 9:31PM

  • Dialing the number indicated (800-474-6836) will take you to a service center in India, where you will experience the agony of endless frustration. The service technicians follow scripts from which they will not deviate, and when they cannot help you, they try to transfer you to someone else. However, their PBX is broken, and you will end up with another service technician who will start the process all over again. Don't even bother calling.

    ray 11/10/08 12:46PM

  • It stinks. My son has a Compaq computer he got August 8, 2008 and it quit working October 20. We have called, e mailed and talked to a person on line regarding this computer. We have been given the run around, we have been lied to and told he would receive a box in 2-3 business days to send it off for free repair, then he receives an e mail saying he was just being put in the computer. As of 10/27/08 still no box. He called again they said there were no boxes due to the hurricane. What kind of business are you? I am a very dissatisfied customer.

    Zetagold2000 10/28/08 7:38AM

  • Submit your comment >>
  • I had a positive experience with an HP case Mgr. located in the US, case # 7501502151. Very detailed oriented and to the point resolving the issue in a quick and efficient manner. Unfortunately the 7 other incidences offset that by too wide a margin.

    I support US based technical and customer centers.

    - Reachability
    was a 10 ONLY AFTER a case Mgr in the US contacted me. It was easy to reach him.

    - Issue Resolution
    This case mgr. was as close as I could get to what I consider my level of quality and far exceeded my expectations

    - Friendliness
    This case mgr. was like talking to a resolutions professional, he listened, not just heard what I said. He understood my frustration, and did not just gave a disingenuous response to my needs. Besides those things, he spoke perfect english, he understood my analogies and that my analytical approach to troubleshooting was not to be belittled because I was not a trained printer expert.

    - Product Knowledge
    This was his forte and I was happy that he was the case Mgr. I was working with. I was able to have intelligent dialog with him to resolve the issue quickly without the run around being put on hold ten times.

    Eurosid 7/28/10 6:30PM

  • HDD failed two months in, They replaced my imac free-of-charge. Ten minutes later I was walking out with a brand new computer. Top notch service in this era of computing. All call lines are located in North America so you aren't calling New Dehli....Computer works great and so does Apple.

    dashmycurry 7/26/10 2:52PM

  • Hi,
    case number 8040179432

    Just to thank you for wonderful and professional help.
    Mr. Scott help me to connect to Skype.
    Did a great Job.
    Very happy I got this new HP computer and being helped by professional agents like him


    Scott 6/30/10 6:44PM

  • A very good company to rely with....

    the tech support is the best from all..

    so always buy HP products

    Allen 6/25/10 6:40PM

  • I had the best experience today with one of HPs case managers! After a lot of frustration with the overseas 800# people and multiple calls, today a wonderful and very helpful man called me and took care of warranty problem. I am more than satisfied with the customer service I received today from the big office.

    Kim In Minn 5/18/10 12:23PM

  • Lucky for me, I was connected with Tech Support within 2 minutes. My representative,Debarati, was extremely pleasant and patient with me while we attempted to solve my problem. She was knowledgeable about most aspects, had to briefly put me on hold a few times to check on specifics, but quickly got back to me. Unfortunately, my laptop is still not working and has to be sent in for service. Since I have had the laptop for less than 3 months, Debarati advised me it is fully covered under the warranty.
    When I get the laptop back, I will post again with comments, but so far I am very happy with the service I received.

    Mrs. Yo 12/19/09 3:20PM

  • I wanted some advice and information before buying a printer. Alex, your representative, gave me both with efficiency and courtesy combined with the technical knowledge to make the entire experience a very satisfactory one.
    I am ninety years old and housebound and of necessity do a good deal of shopping on line. This is the best, easiest, experience that I have ever had. My thanks

    BillMeeks 10/27/09 2:28PM

  • THERE ARE MIRACLES!!! After three miserable calls with the India call center, I miraculously reached an agent in the US. I didn't even know this existed. (Thank goodness for Linda!!!)

    TIP: I asked what the secret was for reaching a US agent. They open at 7am Central time and she said the earlier in the day you call, the better luck you have of reaching the US center. Linda listened to and immediately solved my problem without the flow-chart runaround and stonewalling you get overseas. I couldn't believe I didn't have to beg for help and repeat myself five times to communicate, like you do with the overseas agents.

    Based on Linda's help, my previous negative impression of HP has been slightly improved. Are you listening HP?!?! My ratings only refer to Linda in the US call center. Ratings for the India center would be completely opposite. The extra money HP spends to pay the US call center agents is worth every penny because I MIGHT consider an HP product in the future, where as before I was very disgruntled and fed up.

    Cali 10/14/09 11:56AM

  • very helpful very friendly

    Anonymous 9/23/09 5:20PM

  • Please keep in mind as your reading these reviews that people tend to be more outspoken when they are upset and looking for their closure then people who are genuinely happy with a service. HP has stayed in business for so long because they do have award winning customer support. I have recently had one of these happy expeirences.

    Anonymous 9/14/09 1:28PM

  • I had a problem with my brand new HP laptop and i spoke with Valin from your customer support team and this rep was very helpful with the problem.

    Anonymous 9/8/09 1:11PM

  • I was just on the line with a representative and they helped me with my problem in a professional and expeditious manner! I am very pleased with the service!!

    Anonymous 8/12/09 8:56AM

  • Called for home media server support and they were great once I got a person on the phone and learned the way to reach them.

    Anonymous 8/5/09 5:33PM

  • Drive on HP Slimline up and died. Called support, talked to someone in the US (I assume) he was very friendly and helpful. Unfortunately he replaced it with the wrong drive so I had to call back and get it fixed before it shipped. This time I got India. I could barely understand them and was transferred 3 times but got the issued fixed fast. Was an overall positive experience beside the mistake. I can forgive India because it was 10PM. It's a small price to pay for 24 hour support. Drive was shipped overnight and got it after 1 business day.

    Anonymous 8/5/09 2:17PM

  • got connected to a live person in just 1 minute.....that was really unexpected....and was done with my problem in just under 5-7 minutes....great site to start with.

    atulahuja 6/23/09 8:25AM

  • After reading the comments on here about HP's customer service I was prepared for the worst when I had to call this morning about a bad ink cartridge for our HP 5500 printer.

    Fortunately I did not encounter any lengthy wait times nor did I have any problems having them agree to send a replacement ink cartidge.

    Overall my experience was very positive. :)

    Anonymous 5/26/09 8:37AM

  • May 20, 2009 My experience with an HP Rep (his name is Setel) today was very positive. I waited less than three minutes for the call to go through and Setel helped me through my issues in a friendly, understanding manner. Thank you, HP for hiring helpful people.

    Anonymous 5/20/09 4:10PM

  • I was able to talk to a representative directly by repeating "agent" into the phone. Wait time was minimal. I was transferred twice. Problem was resolved. HP will send me a new ink cartridge.

    Anonymous 2/26/09 10:40AM

  • Submit your comment >>
  • I have worked for HP for about three years now. I have worked in numerous departments and here is some points to remember when calling into HP.

    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

  • HP Warranties default to the date of manufacture. Keep your receipt and if told the warranty is expired be ready to fax it. Unfortunately they don't always update the warranty information in the case, so you might have to repeat this if you have to call back again. Keep your case number, it does speed up troubleshooting if you have to call back.

    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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