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HP Support sucks
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Posted by: kischt
Has anyone had a similar experience?
I am writing this to warn people and also to get some feedback from the community before I take HP to the (small claims) court. Let me briefly explain what has happened so far.
-November 2003: My 1 month old computer breaks down after I spilled 0.5 ounces of juice on it (completely my fault)
-For 4 straight days I try to get help from customer service that is based in India (nice folks and very proffesional, but they simply seem to be talking off of some kind of script)
-Day 5: I need to send in my computer, so I am told to get it ready for shipment, and FedEx will pick it up the next day. Two days later, no FedEX. I check my email and I can check my service progress on a webpage. It includes a FedEx next day air tracking number, I click on it, it takes me to FedEx.com but the number is invalid. (oops, I was trying to make it short)
Turns out that it was an airborne express number and that HP forgot to send me a box to ship it in.
-December 2003: It has been 10 days, no call from HP, I check on the status page and my laptop was supposed to be at my house 12/01/03. Well, it was the 3rd AND a $706 bill cause the damage was out of warranty. At the bottom of the page it said that they were trying to get a hold of me. They never called my cell, so I don't know what they were talking about. So I had to call them (Long Distance of course) and I decided to pay right away but to speak to a "quality assurance specialist". I should hear from someone within 10 business days max. (note: it's around Dec. 13 or so).
New Years Eve: No call/email. So I write them an email (80% of the time I call the long distance number I got disconnected after keying myself through selections for 5 minutes). 2 weeks no email response (they claim: "We will respond within 48 hours")
January 17: A phone call, finally!!! I ask what took them so long and he said that he tried to call me a few weeks prior. After I told him that this was a cell # he apologized and all in the sudden blamed the busy holiday season. Good news though: cause the service has sucked so far and the cost was a little high, he lowered it to $269. I then asked him to ship the laptop to a different address then where I sent it from.
Five days later: My roommate at my old address calls me and says my laptop got there. I call the same guy and he apologizes and schedules the pickup.
1 week ago: I check my account, and notice they took out $706 and I have 5 overdraft charges because of that.
I call the same guy, get his voice mail each time and am told by a machine that someone will return my call within two business HOURS. Well, it has been a week! What would you do?
Posted by: Kdr Kane
I'm not sure what you're complaining about.
You spilt orange juice on your laptop and you're going to get it fixed for less than $300?
It sounds like a bit of wine to me.
Posted by: SKYHN
 Quote:
Originally posted by Kdr Kane
I'm not sure what you're complaining about.
You spilt orange juice on your laptop and you're going to get it fixed for less than $300?
It sounds like a bit of wine to me.
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They lacked communication with him, took money out of his bank account incorrectly, shipping didnt go right, etc.
Ive found that they kinda suck too. My grandmother has a digital camera and it broke while she was at Mount Rushmore(perfect timing, ha). The base was also broken. So she called them up and they shipped one out to her with overnight delivery. They sent a camera, but not the base. So after she got back home, she called them again and they said they would send the base this time, it hadnt been put on the order before. So she waited 1 week, 2 weeks, Nothing. She called back again and they said they had no record of a base being ordered for replacement and would send it out right away. It got their in about 4 days.
I think what the problem is that the people they are hiring for their tech support now arent qualified for the job.
Posted by: trekpsycho
Well, even though it was his fault, if they agreed to lower the cost of the repair do to lousy service, then they should have honored it and not charged him the first price. But, it would probably be a losing proposition to sue them in small claims court.
Posted by: kischt
To what Kane was saying: Of course it was my fault, and I would have paid the $706 if everything ran smoothly. I did not even have to make an argument to the guy on the phone that offered me to lower it. He mentioned that 700 bucks would include replacing the LCD (which was not broken).
About the case in court. Since they lied to me so many times, I had a witness listen in to the conversation I had with the quality assurance specialist.
I know that $269 is extremely cheap, and they would actually lose a lot of money. Not only is their the cost for material that needed to be replaced, but also 4 overnight shipments and labor. But again, I definitely will not let them continue to ignore me (I have been calling them for 1 week and I always get a machine)
Posted by: trekpsycho
I would recommend that you have a lawyer write them a letter first with all the details, including the name and employee number of the rep that told you he would take the price down to 269 dollars. That may get their attention.
Posted by: john_orford
Why are you moaning about HP support? I sent an email and got a reply in 15 minutes. Lots of people never ever reply (McAfee, Creative). I didn't get a scripted reply, but an intelligent analysis in good English, wihout sucks, ya gonna etc. Long live HP's Indian site, Raj, Sundeep and Dev.
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