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Hewlett-Packard

Customer Service Ratings and Comments

Hewlett-Packard is ranked #110 out of the 219 companies that have a CustomerServiceScoreboard.com rating with an overall score of 37.20 out of a possible 200. This score rates Hewlett-Packard customer service and customer support as Disappointing.

NEGATIVE Comments

117 Negative Comments out of 130 Total Comments is 90.00%.

POSITIVE Comments

13 Positive Comments out of 130 Total Comments is 10.00%.

Issue Resolution

Reachability

Cancellation

Friendliness

Product Knowledge

Disappointing Overall Customer Service Rating
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  • 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 >>
  • 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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