Hewlett-Packard, I Tried Being Nice and Now I am Tired. Now We Play My Way
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As my issues continue to rise with Hewlett Packard, I decided to lump together all of my posts.
After all of these issues, it is a surprise that I have not begun to sprout gray hairs. It is also a surprise how the top level of HP customer support continues to lie to me and refuse to return my calls. Yesterday, my case manager promised me three call backs at different times during the day. Each time he passed his deadline, so I called him back. Finally I decided to stop playing the nice person ‘role’. Richard (my case manager) was on the other line, so I was talking to someone, whose name I don’t remember (I think I have talked to them all at this point). This person told me that Richard promised me that he would call me back within an hours time. While this seems very like Richard, I accepted. However, I put a little addition onto his promise. I told him that if he does not call me back within the hour that I will send in a complaint to the Better Business Bureau.
Two hours later, after the HP Case Manager phone line was shut down for the night I submitted my report. I am tired of waiting. I am tired of being lied to. I am tired of false promises. From this point onwards anything I get from HP I will be requesting it in writing as a CC on any email that is sent out regarding this issue.
I don’t need this stress, especially during finals week. However I do need my laptop.
7 Comments
Freekie
December 12th, 2007
at 10:04am
HP tech support.. i thought my case was bad, but i guess they treat everyone like this… Time for HP to go down abit
Herm Smith
December 12th, 2007
at 10:18am
Go to this sight and complain directly to the CEO at HP.
http://www.hp.com/hpinfo/execteam/email/hurd/index.html
I emailed him on behalf of yourself already to let him know that I have reconsidered any further purchases from HP based on your experience.
dabrace1984
December 12th, 2007
at 8:45pm
I submitted this response to the HP CEO on your behalf:
I have been following a customer support issue from a technology blogger. The most current version of his situation can be found at http://www.lockergnome.com/jfcapasso/2007/12/12/hewlett-packard-i-tried-being-nice-now-we-play-my-way/.
When I first heard about his situation, I originally thought that this was an isolated case that had just gone crazy. Over the past month, I have decided that will never be purchasing another HP computer again. in the past, I have purchased 4 HP computers (both desktops and laptops) and have never experienced any problems. I also have purchased 3 different printers/all-in-one units. I recommend HP products time and time again because of the quality of the products. I work as a full time Computing Consultant at a major university and also recommend HP products for business purposes.
If this person’s situation is not solved by the end of this calendar year, I will never purchase or recommend another HP product (computer or accessory). There are other quality products out on the market that are just as good and they don’t treat their customers this way. HP has made this person’s academic semester almost impossible to deal with and should be embarrassed at the lack of technical support.
Justin, please keep us in touch with your situation.
Sutty5
December 13th, 2007
at 8:55am
Well i live in th UK and i have never had a problem with the hp customer service as i have phoned up about my HPDV9646EM about 6 times, And great service all 6 times.
jfcapasso
December 14th, 2007
at 5:37am
A reasonable solution has been found. — Look for a post later today or tomorrow detailing the solution that HP offered.
Randy Isaacs
December 15th, 2007
at 5:39pm
My HP has been a good computer and has lasted a long time, but on the hp pavilion 531w, they put the backup for windows in a partition on the hard drive. So when people got pissed about this, a law suit was filed to get the backup for windows that HP customers deserved, I signed up. HP sent me a copy of windows and I was satisfied. That is until my computer crashed, a year later, and I tried to recover. They sent me the wrong disk set. So I call HP and they were rude, uncaring, and told me I should have said something when I received the disks. Now, how could I know this, unless I had cause to use them? There only offer was to sell me a different copy, because they no longer had my version on their servers, or something. Needless to say, my next computer will not be an HP.
Snorky T. Weasel
December 16th, 2007
at 10:00pm
If there is fraud involved, contact your state’s attorney general. IMHO a pattern of making and breaking promises is fraud.
I’ve had situations where a BBB complaint didn’t phase the vendor. A form letter from the Consumer Fraud Division of the state’s atty gen’l lit a fire under the recalcitrant business.
Among the lessons here: check with the BBB before handing your money over to a business.