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Hewlett-Packard Customer Service

User Reviews, Ratings and Comments

Hewlett-Packard customer service is ranked #468 out of the 705 companies that have a CustomerServiceScoreboard.com rating with an overall score of 29.55 out of a possible 200 based upon 1095 ratings. This score rates Hewlett-Packard customer service and customer support as Terrible.

NEGATIVE Comments

1,043 Negative Comments out of 1,095 Total Comments is 95.25%.

POSITIVE Comments

52 Positive Comments out of 1,095 Total Comments is 4.75%.

Issue Resolution

Reachability

Cancellation

Friendliness

Product Knowledge

Terrible Overall Customer Service Rating
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  • Viewing Hewlett-Packard customer service complaints
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  • wireless keyboard for my HP Pavilion computer model 610-1031f is already broken
    I am the only person that uses and I am very careful.
    The support thing snapped already.
    I find this to be unacceptable and am very disappointed.
    The wireless mouse that came with it is also horrible.

    Anonymous 4/13/14 3:13PM
  • I have just purchasedd an HP OfficeJet and the website is incimprehensible and the "support" is non-existent. I'll never buy another hp product again.

    Anonymous 4/3/14 4:02AM
  • I have an HP All in One Computer that I love. But I can't begin to tell you all the problems I have had for the last two years with HP Total Care, resulting in repeated security breaches. One of their "agents"(heavy ESL accented agent) repeatedly called me to say I had a serious problem and they needed to take control of my computer. I just hung up on the person who refused to give me his name, and said he was contacting me because I had an HP Total "contract." I called HP and reported the problem. After 4 "escalations" on Hp's part, including sending them a "cease and desist" order, I asked them how this person got my phone number. They said they "didn't know." Looking through their own records, the person I talked to said "Do you know (insert Said). Toldthem "never heard of him. They actually showed me on their site, and said "his phone number is (xxx-xxx-xxxx)". I said "that's MY phone number!!!" and told them to remove it immediately! To my surprise, they said they wouldn't. I said they had no right to put my phone number on their internal website and associate it with an unknown person. After several months of communication with HP, including a letter from my lawyer, I again demanded they remove my number- they refused, and quit responding to my emails and calls. The only thing that I can figure out is that their "contractors" have access to my phone number within HP's internal process. Have captured and blocked them, but calls continue from other "contractors."

    Anonymous 3/31/14 7:48AM
  • I have purchased an HP envy 17 notebook about six months ago. This is the worst lap top I have ever purchased. Customer service is terrible.
    Waited on hold for over an hour. When some body answered could hardly understand them. We have over 500 offices around the world and this is the last HP product I will ever purchase.

    Dale 3/15/14 10:19AM
  • The HP website is like a maze that never ends and keeps going in circles. It is impossible to find the list of authorized repair centres in the United Kingdom and to find out how to have your laptop fixed when it is out of warranty.

    Ana 3/4/14 6:24PM
  • i bought a new HP2000 Sunday ---- it hasn't worked right yet ---- after hours on the phone and them resetting everything --- still don't work. i'm just going to take it back to where i bought it and get money back

    kingas57 2/27/14 1:30PM
  • Absolutely USELESS. Less than zero support. I am going to go back to the BX at Tinker AFB and stand around the computer department and advise everyone I see shopping NOT TO BUY any HP product as it has NO SUPPORT.

    NA 2/24/14 9:43AM
  • Just spent more than two hours trying to reach the billing dept. for tech. support. Was transferred to three departments (one in India but none were billing office). Finally out of frustration I contacted my credit card company and they immediately put me through to HP billing. Without going into details I will just say I am very disappointed with HP. I think it may have grown too big to be efficient. No more HP for me.

    unhappy customer 2/21/14

    Anonymous 2/21/14 2:14PM
  • WE bought a laptop 2000 and have used it for 5 days when the hard drive died. I can not begin to tell you how many hours I have spent on hold trying to get HP Customer No-service to replace this computer. I have also sent emails to them and to the CEO. I am still waiting. I will never buy another HP product again.

    chileez 2/10/14 6:12PM
  • Called re warranty issue regarding my officejet 8600 all in one printer/fax machine. Been on the phone for over 55 minutes. Reached someone in the Philipines who could not resolve my problem. He said he had to ask someone at HP in Texas. Been holding on again forever and don't know if anyone will ever get back on the line and help. Someone did just get back on and advised that a higher service tech would contact me within 2 hours. This is the worst service anyone could receive. This is the last HP product that I will ever purchase.

    Jaytoo 2/3/14 12:57PM
  • Put people on phones a person can understand. not people who make Bill Cosbys Mushmouth sound like Richard Burton

    none 1/30/14 1:06PM
  • I bought an HP 2000 Notebook laptop in Sept thinking it would be great, but after 3 1/2 months, it crashes, overheats, keeps restarting, and can barely load a webpage without locking up or slowing down.

    Yesterday I was on the phone with tech staff in your printer dept for well over 2 hours. The reason, I purchased an HP Envy 4501 the day before. The box AND paperwork ALL said it worked with Windows 8, which of course the 2000 has. But when I used the disc to load the printer I continually got an error message that very plainly told me it only worked with Windows 7. After a wasted afternoon, evening and morning, I packed it up, took it back and purchased an HP Envy 4500 because I was assured it has to be a fluke. After hours of trying to get the laptop and printer to communicate I finally called you. The tech guy, who by the way, was helpful, knowledgeable and very courteous, took control of the computer, had to delete and add software and tried to connect the two multiple times over the course of our lengthy conversation. When he was about to give up, it finally worked. That was around 7:00 our time, and we had been on the phone together since 4:18. (Missed supper with the kids and church!!)

    He then switched me to the computer dept because of problems he saw that THEY needed to address as well. The computer tech was short, rude and seemed extremely unwilling to work. She asked ONE question and ONE question only. "Do you ever get pop ups?" When I said I had very recently but that was not why I was calling or what the issue was. She said if it had a pop up my warranty wouldn't cover it and that was that. I explained that the tech had noticed issues that needed to be addressed, but she only said that he was a computer guy and inferred he WOULDN'T KNOW WHAT HE WAS TALKING ABOUT!!! She said she could transfer over to a dept that might help if I wanted to pay $50 for this and $150 for that...I said, "It hasn't worked right since I got it and you are refusing to even look at it?" And she repeated it wouldn't do any good since it had had a pop up and therefore warranty wouldn't cover it!!! I told her to forget it and hung up.

    I had a Compaq before this so trusted HP...never again buying HP products if you can't stand behind them and make it right!!!!

    Never Again 1/30/14 7:46AM
  • ATTENTION! HP RESELLS OLD PARTS IN NEW HARDWARE!
    Hp claims it was only assembled last fall. The event viewer told a different story. I have someones old hard drive. Buried in the warranty is a clause that lets them do this. PLEASE READ THE WARRANTY BEFORE YOU BUY FROM HP

    Josiph13 1/29/14 11:08PM
  • I bought an Envy 17 laptop in April 2012 with a spec. sheet that states it came with a 2-year warranty. Today when I called Customer Service for support, I was told that it only came with a 1-year warranty. I spent almost two hours talking with two different people who would not honor the 2-year warranty, or who were even willing to look at my documentation that I offered to send to them. Additionally, they would not direct me to someone who I could appeal to. Heck of a way to treat a long standing HP customer!

    Anonymous 1/28/14 3:26PM
  • I purchased a HP Pc wireless in Juy 2013 still under warranty and it wasn't a cheap computer. I was in the hospital and when I came home and started using it again I realized it wasn't running right. So knowing that I had free tech support I gave them a call and after looking over the computer he told me I had to pay $100.00 in order to have it fixed . What the heck is the purpose of having FREE tech support if you have to pay for it.

    JOLYNN 1/26/14 1:13PM
  • simply put, you all lie, waste my time, give complete run around nonsense responses and do not uphold to the home service contract. your company should be ashamed of how you conduct business!!!!!!!

    Anonymous 1/24/14 7:22AM
  • Recently purchased a customized Envy from HP and was shocked to see the cheap piece of junk I received. Trackpad was lower on left side and was impossible to use, fingerprint reader would only work to log into desktop and you would have to pound on the touchscreen several times to get things to open. Swiping was really a challenge. Called HP support for help and what a joke that turned out to be.
    #1 had only worked for them for 1week and had no clue what I was seeking help for......#2 was so arrogrant and would avoid your questions and #3 tried but could not help either and then proceeded to try every trick in the book to get me to keep the laptop. I was still in my 21day return window for a full refund and chose this option. I wrote a review twice but they were not posted on HP shopping site. I receive an email sounding concerned about me stating after being a loyal customer for years will not buy from them again and upon returning their call was connected with another HP con artist who was only interested in making another sale. They used to be a great company but now sucks. Their customer support is among the worst and HP is defending them. As long as they choose this attitude, the consumer has no chance for help. Use your 21 day return option.....their goal is to stall you until it has passed this point and then they have your money and you have problems.

    Done with HP 1/15/14 10:38AM
  • Bought a printer, printer didnt work. Contacted support and the staff doesnt have the necessary knowledge to be behind a support desk!

    Refused to give refund for supplies that had been wasted due to faulty products.

    Never buy from again!

    Anonymous 1/14/14 5:09PM
  • After much frustration trying to reach a human to make a simple comment about replacement cartridge packaging, being transferred, cutoff and, finally, being stuck with a Spanish language recording that I could neither be transferred from nor hang up on (honest!) I finally was able to free my phone. My conclusion is that you REALLY do not care about your customers. All the talk in the world about "customer service" amounts to nothing when it comes from a company that doesn't understand the meaning of two words. I am truly sorry I just purchased a HP printer. I will not make that mistake again...EVER!

    Now to the comment I started out to make some time ago: Your "bubble pack", for the 564 XL (black) in this case, is nearly impossible to penetrate. I actually broke two scissors trying to cut on the dotted line. Finally has to use a lopping shears to do the job. Don't blame this on "safety considerations" or "gov't regulations"...this is just plain RIDICULOUS. The responsible party ought to be given a normal scissors and locked in a room with a thousand of these packages with no possible egress until all have been opened. He/she will die of starvation, a miserable, befouled lunatic, long before the task is finished!

    Have a nice day!

    Anonymous 1/14/14 7:44AM
  • HP should rename itself HP in the Philippines. There is zero U.S. customer support. The robotic reps in the Philippines read from scripts and say things such as "We at HP care about our customers." Then they proceed to try and get you to buy an "upgraded" machine, whatever that means, to replace one of their shoddy products that has failed prematurely.

    My HP OfficeJet 6500 Wireless (all-in-one printer-scanner-fax) is only a few years old, but "out of warranty." The nearly full black cartridge failed suddenly, for no apparent reason. Colors (which I seldom use but have been forced to buy each time the black cartridge has run out of ink, as the colors are somehow interdependent) still printed. HP in the Phillipines spent awhile troubleshooting on phone with me: they walked me through doing something with the printerhead and wiping the metal contacts in case they were dirty. This was to no avail. Well, perhaps I, the customer, had caused the problem, HP suggested, e.g., if I'd failed to replace the cartridge immediately after it had started to run out ink a few months ago. I was pressured to buy the "upgrade" online with an extended warranty. I said I'd research it myself and they could call me later in week if they wanted.

    Fast-forward to today. I spoke with another phone rep from HP in the Philippines, who refused to give me any cost break on a new machine (though "We CARE about our customers" [spare me].) I then had an experienced tech-support person reinstall the drivers ... again, to no avail. (Though of course this failed attempt cost me.) Coincidentally, phone rep #1 from the failed printerhead exercise happened to call less than an hour after the remote-reinstall-drivers fiasco. I agreed to buy a 6700 model, since I think my HP PC may not be compatible with another manufacturer's all-in-one. I even said I would purchase an extended warranty, as they claimed they would "discount" it. But my request to have an extra-large vs. standard cartridge included, to make up for the $$$ wasted on new cartridges, the black one virtually unused, was refused! As was my request to speak with a supervisor, because "It is evening in the U.S.". Well, "it's morning in the Philippines, right?" "Right. But you would have to wait until MONDAY to speak to a supervisor."

    At that point, I said "No thanks!" and slammed down the phone.

    HP makes shoddy merchandise -- I also have a keyboard with LETTERS THAT ARE WEARING OFF, an issue that stated WITHIN MONTHS AFTER BUYING THE PC. HP did me a great favor and sent one new keyboard. The same thing happened soon thereafter; I ended up having to buy STICK-ON LETTERS from another vendor. HP refused to give another replacement and wondering I, the customer, had used the keyboard in a way that wasn't "normal" (their word).

    This despicably run company treats customers like dirt: no sense of fairness or of wanting to retain business. If/when it gets its comeuppance some day I will go out and buy an expensive bottle of Champagne to celebrate.

    AnyoneButHP 1/10/14 5:43PM
  • I'm having the same problem as 3/13/2013--I returned a printer with promises that my money would be refunded in the "next billing cycle." Three phone calls and seven weeks later, I still haven't seen my refund. Never order anything on line--get it from a store and let them hassle with it.

    Dissatisfied customer 1/9/14 2:27PM
  • Very rude and would not answer a simple question. Tried to see me a new printer instead

    nzaino 12/27/13 1:37PM
  • Since hp has made it so there is no possible way I can complain about the horrendous customer support/service I just received I'm finding every other outlet I can. I have had my laptop for less than a year and the hard drive pooped out. Hewlett Packer (who my warranty is with) then told me to take it to Best Buy to be repaired, where I was charged $99.99. I then tried to get reimburse through hp, but instead spent 45 minutes having a woman tell me it is my fault that I listened to bad advice from hp support and REFUSED to transfer me to a supervisor. Thanks hp, I will make sure to not buy any more of your products in the future.

    vventura 12/27/13 8:28AM
  • Bought a HP laptop, had blue screen problem - kept freezing. Spend £9.00 whilst on phone for a short while to HP tech support. Sent me new hard drive - hard drive is a reconditioned one. Uninstalled all my files and programs now i still had the same blue screen of death fault. So i have to now dial a UK premium rate number to try to resolve this matter. PREMIUM RATE NUMBER. Shocking customer service I have lost faith in the the integrity of the brand of HP and the quality of its products.

    theideasguy 12/25/13 5:15PM
  • Worst Support I've had. Just required money for this, money for that. Money to get help. Absolute sh!t. Waited on hold for 15 minutes for her to come back with information that did not help. AT. ALL.

    Not only did she talk to me for 2 minutes and put me on hold for 15. She transferred me without any troubleshooting.

    If they would just include CD's with their products and not make you pay for what you have already purchased.

    c0d4041292 12/20/13 9:29PM
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  • Viewing positive Hewlett-Packard customer service ratings
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  • the kind of support i received from an HP tech was just awesome.his name was vj.had a very good technical knowledge.would like to talk to him again!

    Anonymous 12/13/13 2:30PM
  • I have just spent about an hour on remote service with Kenneth Monge. He was fantastic - well informed, and fast. Please tell him I appreciated his help very much!!!

    Elaine Moore

    Anonymous 12/4/13 4:03PM
  • Recently we purchased an HP Officejet Pro 8600 plus to replace our worn out HP 6100 all in one. Your Techs were super when I ran into problems. I had to call in two times but the first time I did not get the ticket number. Today Angelo helped me on ticket . He was very helpful and pleasant to work with as was the Tech who helped yesterday. I look forward to using the new printer.



    Dan Markell

    Marshall, MN.

    MN user 8/16/13 2:28PM
  • Gosh! I must be lucky! I called HP support today and I'll be damned within 10 minutes I was talking to a tech!! Not only was the tech in India (probably) I was also able to understand him. And dang it, he fixed the problem within minutes. Remotely. Politely too. That being said I have to say that I believe at least a good 25% of these complaints are actually indicative of the ignorance, laziness, dishonesty and/or stupidity of the complainer. Examples; Let's see, hmmmmmmmm. Broken paper tray a year old, broken how? They want your SS#, DOB, and mommy's maiden name! Whose card were you using? I bought the pc I'm using to post this from HP direct and I wasn't asked those questions. Oh, and I paid with a credit card too. Daddy can't write something trivial down like a password? Please. And by the way you can reset the password without HP's help, Google it. Can't turn off those pesky HP update pop-ups? Google 'hp updater notification turn off' I did and a solution is there IN THE FIRST LINK! Waaah! I can't get the rebate because it expired! Read much? Like, oh lets say, the conditions of an offer. How about "lost all my information stored on my computor (sic)" Uh, new concept... BACKUPS. Ooooohhh! Class action lawsuit! Let's make some attorneys RICH and we'll enjoy our 57$!!! And lastly my favorite...."Today thursday (sic) i took it to Geek Squad at Best Buy where I purched (sic) the tower. They checked and printer in compatible. But when they open my computer up there was 26,000 viruses in it. " 26,000 viruses? If that were EVEN possible I take it you've never heard of a firewall or antivirus/malware software? GEEK SQUAD!!! I can't stop laughing, no more please my sides hurt! So in closing let me say get if you want but please in the future take a little time to teach yourself and stop expecting the 'nanny state' to fix all your little boo boo's. Research, read, reflect, and refocus.

    HP operator (I run this machine 7/26/13 3:45PM
  • I turned on my computer (which I purchased in January 2013) and a message appeared that there was a problem with the cooling fan in the computer. I was informed by Staples to call customer service. I did so, and the tech was able to log into my computer and fix the problem. Only problem is her accent was very thick and I had problems understanding her. She informed me she would call me back the next day to see if the problem went away and it did. I asked her where she was calling from, and she told me INDIA. Don't we have any English speaking customer service techs around here??? I have no problems with foreign speaking people but I think we should be able to understand what they are saying to us!!!

    kathykitty 5/27/13 8:13AM
  • I called HP for an issue with my printer. The initial customer service rep went through the usual questions: name, email, zip code, and the troubleshooting quick fixes. This process in my opinion takes way too long, and was half of my 45 minute phone conversation. I understand they read off of a script to prevent mistakes, but it's just really annoying waiting 2 minutes for her to read me a sentence that simply asks for my name. When none of this worked I was transferred to the manager. He was very kind, but still seemed to be reading from a lengthy script. However, I was very pleased with my resolution. I was sent a new part for my printer for free, and for my inconvenience with the time it took on the phone, I was also sent a new set of ink cartridges. It is definitely a time consuming process, but the customer service is decent.

    jaygee 1/23/13 12:22AM
  • I want to say "great job" to Lange Dollar for helping me 12-22-12. He worked my computer back to where it was suppose to be,
    after I somehow created a clitch.
    I enjoy all the HP computer assistants, each and everyone has been super and customer service professional.
    This is the best service for me as I've needed assistance several times. Well worth the monthly fee. Thank you DaleYvonne Haanen

    Lange Dollar 12/23/12 12:45PM
  • OK people these are some policies for you to know. HP Home and Home Office Store has returns policy of 21 days from date of delivery, if you return a product within 21 days even if its buyers remorse then we gladly give you a refund and we pay for shipping however if its more than 21 days then we say sorry but please 21 days is long enough to decide if you keep it or not. If product is defective and its outside returns policy then tech support will help you. Tech support is 1-800-474-6836 with order no. format CA000000 or AAA-000-01 and press the right key for the phone menu otherwise you will be routed to the wrong dept thats why some cx would say i talk to several people thats because some of them can't follow simple instructions and whats worse is that they don't even take time to have their order info ready like order no., product no., serial no., . All orders made from tech support including recovery disc orders should be handled by tech support and all orders made from Cust. Service should be handled by Cust. service unless if its a technial issue then go and talk to tech. Cust. Service number for Home and Home Office is 1-888-999-4747 with order no. format H000000000 and press the right key to the phone menu. Parts dept phone no. is 1-800-227-8164 and has order no. format htpps-00000-0000 Remember we never leave a customer hanging and we don't transfer you unless if its out of our scope. We all have this impression that without a customer like you there is no HP without HP we would have work in a sewer or something so thank you and please bear with us and you'll get the help you need. :)

    Billy 12/5/12 5:04PM
  • i recently bougth an hp photosmart 5520 at best buy to replace my canon printer. i loaded the software and i thougth iwas tru..a few dayslater iwanted to print some photos and i push scanner on my printer and got nothing. after doing some reading and looking at the program list all i had was the printer on line, all the drivers were still canon and the scan also my old canon ..i called your tech support located in bombay,india, they were willing to help me but when i told that my hp laptop and my hp pavilion were not printing or scanning they quoted me and hourly rate to fix it well i am retired and on a fixed income i turn them down where does it say that.

    all i ever did was follow instructions



    help please my email is

    andreandre guiol 11/20/12 1:35PM
  • I only have had to contact H.P. customer on 2 occassions. Both were good experiences.
    The first time was just to gather information about my computer. The second time I had to order their rescovery disk and had a very difficult time getting the correct information they needed. I was being a total dufass. Sammy was his name and he was absolutely very patient with me and help guide me to get the right information so I would receive the correct rescovery disk. I could not ask for any better service. Thank you. H.P. I am kind of surprise at the excellence of my service because of all of the bad reviews. Maybe more positive people should write in.

    thomas986 10/8/12 8:29AM
  • Thanks for providing the HP Tech support no. I could not find it anywhere on HP web sites.

    Once I got to a tech support person at HP, I received excellent service.

    Robert 9/12/12 5:17PM
  • I have experienced only positive outcome with HP - my printer was not working so they replaced it with a new one ! And they called back when they said they would and were extremely helpful and efficient !

    Karinya 9/8/12 4:23PM
  • What An amasing Tech Support They Have...

    >> technicians like ViCki Moses and Venky are really top level techies...


    >> I wud like to Add that each co. has a tech support ...

    But HP has the Best...

    now I dont hjate being transferred to India...

    Rather i prefer...

    Rob 8/5/12 12:04AM
  • I couldn't speak more highly than of the service I received from Igsban on 7/25/12 concerning the subject matter of "scanning". I had never done this before. There was a lot of work needed on my computer before I would be able to scan because my computer had previously been infected by a severe malware problem and my hard drive had to be cleared (I can't think of the term it is called) and my recovery disks were used so a lot got deleted that is needed for scanning. It was a 2 hour service call because Igsban was one of the most conscientious technicians I have ever run in to, and he took a project that is so important to me and to my family and made it a project of the highest quality. I can never thank Igsban enough for the job that he did. He is extremely bright and 100% competent at what he does. I can't begin to tell you how important this project is to me and Igsban was exactly the right tech. to do the job. I hope the company takes note of comments such as this because this is the true meaning of a "valuable employee".

    Sincerely,
    Judy Latstetter

    The service I was utilizing was "HP Remote Services".

    Anonymous 7/25/12 11:34PM
  • I recently purchased a new printer for my home office and was having difficulty getting it to work with my new macbook. The customer service I received from HP was superb. The representative that I spoke with was extremely helpful. I couldn't be more pleased.

    tickledpink 6/13/12 9:07PM
  • Anil Kumar, made my experience very nice and easy. He was so very helpful and his friendilness was very welcomed. He has vast knowledge of the system and how it works.If I could give him 100% I would !you need more people in the world like him.He needs a raise or to be moved to a higher position! Thanks so very much Dana

    Anonymous 5/23/12 11:06AM
  • My name is Dana. I just wanted to say that I had a GREAT EXPERIENCE with the customer service tech support. His name was Anil KUMAR... I think he is the best!!! I was wonderful to talk to and he knew english very well! I wish him very well.. thanks and keep up the great job!
    Thanks Dana

    Anonymous 5/23/12 10:55AM
  • I have had nothing but good results from HP. Their customer service is the best there is out there as far as I am concerned. Super fast delivery, online support that is easy to access and their phone support is just as good. I wish more companies out there were this dedicated to their customers.

    Velenu 4/14/12 1:07PM
  • I only have good things to say about hp. plan and simple. I have been using my hp current laptop for 5 years now and still runs like a champ. I just got don't reading tons of reviews seems like 90% of them are because people are idiots. They make mistakes then when they get caught on it they get mad. before i call any customer service rep i make sure to have all my info down and to trouble shoot every, single, thing you can do so that if they ask I can already clear things out. I am a tech guy i guess you can say. Ive recommend them to friends and family and they all agree with me. do pcs have problems? yes do they break? yes. do they have errors? yes no matter where you buy or what you buy you might be faced with problems so learn how to deal with them and the people you are buying from. ive sent in my pc a couple times before. but always had no problems with them and or sending it in to get fixed.

    crabby 3/19/12 12:27PM
  • Customer service and support have been quite brilliant. I reported faults on a TouchSmart 310 PC , and in just over 24 hours it was all sorted !!!

    Haloes 2/18/12 12:11PM
  • Today I contacted HP cust serv to connect my daughters mac Book to wireless printer. The rep Heather was extremely patient and helpful, very personable as you can imagine it does take some time to install new drivers\connections\router info.

    Heather never made me feel as if she dropped the line very engaging on my issues, The call lasted at least 1/2 hour and like I said her demeanor was superb! it takes alot of patience when dealing with all the new products out there but I was impressed at her knowledge about the MAC system, and error messages she knew what to trouble shoot immediately.

    Hands down- The Canadian location for service is awesome, if for whatever reason I need to call back I can only hope my experience is just as good. Thank You Heather!

    Dgarcia1026 1/7/12 12:51PM
  • Okay, now that I calmed down I tried again to talk to Tech Support. They were very good this time especially when I was finally able to go to the supervisors to get my part ordered. The supervisors are really nice and I will be getting a new hard drive and my waranty was still good. I might have actually had a bad connection with the first call yesterday and because I was upset at my computer and wanted to run it over with the car, I might have been a little too touchy in my previous review.

    Patience is a virtue as they say. I thank the people I talked with twice today. A hard drive should last longer than 8 months though, so I don't have to go through these kind of things. I do advise having supplies like food, water, blankets and medical supplies by the phone because you may be on there quite awhile.

    Diane 11/23/11 3:01PM
  • I have a high end HP laptop, the EliteBook 8730W. This is an expensive workstation class computer, but it comes with an outstanding 3 year on site warranty.

    When I got the computer, the DreamColor monitor, although fantastic in color and brightness, had a light color tinge at the bottom corners (reddish on left, greenish on right) that would be quite visible when viewing black and white pictures. So I went online and had the issue resolved in a matter of minutes through "Chat" with a CS representative in India, who quickly diagnosed an LED issue and sent a courier to pick up the machine the next day where I was staying at the time, and I had the computer back in a week (I am told if you live in a large city where they have technicians, they can fix this type of problem right where you are, while you wait!)

    This level of customer support and after sales service is unbeatable and is way beyond anything you could get from an extended warranty service from a retailer such as Future Shop. When you consider the specs of the laptop and the level of service, the price premium is definitely worth considering it and, in my opinion, it was well worth waiting six months after its launch to get it at a generous discount, comparable to mid-range consumer level machines while still enjoying that fantastic world-class warranty.

    Anonymous 11/2/11 11:20PM
  • dont know why all the complaints about hp custermer service. if younare under warrenty like you should be they are great. open your wallets. get the extened warrenty nothing is for free. never had a problem with hp! best tech support around!!!!!!!!!!!!!!!!!!!

    clemenz 10/11/11 9:47PM
  • HP's customer service is excellent!! If you're out of warranty then purchase another year of service! Not many companies will give you free service if you are out of warranty.. heck most cars will not pay for any defects after 3 years and cars cost a lot of money. People expect too much for free these days. One year of free warranty service is more than adequate for a $500 laptop. It's pretty standard... Apple only offers 90 days of free telephone technical support... wow... that's ridiculous considering none of their computers are less than 1K. HP has definitely improved their customer service and I just experienced this when my LCD went white on my HP Envy. The LCD was replaced in 10 days and I didn't even spend a dime. Give credit where credit is due and stop trying to get free service for your 3 year old laptop. It's outdated.. Buy a new one.

    urajiro 10/7/11 7:19AM
  • 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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