HP Tech Support
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Heads up, here is another rant. If you’re looking for news, turn away now.
I bought my HP Pavillion tx 1000 in May. Its a fairly small laptop, with tablet functionality. I wanted a tablet for school. Everything was working perfect until one day the buttons on the monitor stopped working, and the touch screen is no longer a touch screen. I contacted HP tech support yesterday, hoping for an easy fix. After two hours on live chat, numerous attempts at installing drivers (which weren’t supported by my laptop) HP finally decided to repair my laptop in their factory.
The process of having it repaired:
- HP Ships me a box, overnight
- I place my laptop in the box. Once the laptop is sealed in the said box, I place a pre-paid mailing label on the box and hand the box to Fed Ex
- HP repairs my laptop and sends it right back to me
The process is supposed to take between 7 and 9 business days. Sounds great right? Free computer repair, and no-cost shipping. Well, the box hasn’t arrived yet. In fact it hasn’t even shipped! So now I cannot send them my laptop until Friday (since tomorrow is a Holiday in the states).
Another part of my rant is how HP outsources their technical support. I understand that it saves HP money, except it causes chaos. Customers cannot understand what the technicians are saying on the phone or in web chat. Below is an excerpt from my chat session with a HP technician:
“Justin, will you be online until I create a mail in case for you else you
can wait for mail with case details?”
While I understand the basics of what he was trying to say, I cannot fathom how HP is able to hire people who cannot speak/write in the English Language. This is something that every computer company is doing, so I am only using HP as an example because it is fresh in my mind.
Just another reason to built my own computers I guess.
-Justin
4 Comments
Phil
November 21st, 2007
at 8:24pm
I bought a HP pavillion desktop. After 2 weeks with it the CD-Drive went. After 4 hours on the phone with a guy, the number being down for a while and many hours in the chat thing. It’s 3 weeks later and I still dont have it fixed.
I Am Never Buying a Hewlett Packard Product at Catherine’s Flying Hamster Blog
December 10th, 2007
at 11:45am
[...] November 21, a Lockergnome ‘gnomie’ posted an article about service problems with Hewlett Packard. That article was ‘inspired’ by the frustration of receiving [...]
Diane
August 8th, 2008
at 10:58am
HP is treating me very badly! My 20 day old notebook broke. The anticipated ship date is 27 days after they received it and they won’t guarantee that! The warranty will not be extended and it could take 6-8 months according to the out-sourced clown I talked to - no parts. Well, how about sending a new one! It was only 20 days old.
Justin Capasso
August 8th, 2008
at 11:10am
Diane,
When you get someone who is out sourced, you need to ask for one of their supervisors. Usually that will get you transferred into the United States.
If t he supervisor is not much more help, ask them to escalate the situation up to a case manager — they will usually get back to you within 48 hours (although it took a week for me).