HP SUCKS
So yea, I know that everyone has something to say about some computer company, but HP sucks. After you buy a computer, the computer company usually sends you promotions regarding extended warranties. In that, I decided that I was going to get their 3-year accidental damage one (one of the highest and most protective plans available for consumers).
Anyways, so my Notebook, a zd8080us, has the tendency to get over-heated and cause the 5-fans to turn on high - constantly. These things are VERY loud. Anyways, I've sent my computer in 3-times for the same issue and it still hasn't gotten fixed. It's now in for the fourth...
The first time they gave me a new battery, hard drive, CD Drive, and power charger thinking that was the issue. Solved the issue? Nope.
The second time they gave me a new motherboard, and after a month it came back. Solved the issue? Nope.
The third time they gave me a new motherboard again (as if the 2nd one wasn't enough). Did the problem come back? Yes. Did they fix the problem? Nope.
I've now sent it in again for the fourth time explaining to the lady on the, Susan, that 100% of the times you have tried to replace my motherboard - it has NOT worked. I know I'm not a computer scientist, but DO SOMETHING ELSE! I don't know what kind of competence of problem-solving you need to have, but I've had some issues with HP. Whoever hires them made a big mistake...
All-in-all... Don't buy their extended warranties... they suck and have HORRIBLE customer service.
UPDATE 06.24.07: On June 15, HP decided that they were finally going to replace my machine. Why? I don't know - but it took a lot of work. It is not necessarily what I wanted to do, but I am just happy that HP is taking a new stance on the issue.
posted by Rajiv! at
Sunday, June 10, 2007
2 Comments:
You know what's worse than HP??? DELL.
Apologies in advance for the looooong post, but this is the story of my ongoing battle with HP's poor customer support.
It began June 2006, was (supposedly) resolved in August and is now reoccurring as of 2 days ago.
In June 06, I was forced to contact HP’s technical support when the hard drive in my laptop died. As my computer was less than 1 year old at the time, it still fell under the warranty. I thought this would be a simple thing to resolve, but what followed was perhaps one of the most excruciating tech service phone calls in history.
I spoke with the technician for at least an hour and a half while he sprinkled me with misinformation (telling me that HP could transfer the data from my defective drive to a new one for $199), put me on hold probably half a dozen times, and just flat out didn’t understand the issue. As I’d just lost an extensive amount of data, an uninformed service technician was a headache I did not need. He finally transferred me to another technician who told me that the original technician’s information was incorrect and scheduled me an appointment at the service center (sent me a box and everything).
But the story doesn’t end, as I made the mistake of calling again to try and get some information regarding my warranty. I just wanted to *see* the warranty, as in, read the actual text. Here I was greeted with another technician named “Charles,” who played the same game — give random information not related to the customer’s question, put the customer on hold, repeat random information, put the customer on hold again. I really got the feeling that he wasn’t just be uncooperative; he just didn’t understand English. I finally asked for Charles’ supervisor, and then did a dance to try and prevent me from speaking with his supervisor. “Is there a reason why you wish to speak with him? He won’t be available for a long time. I’ll have to put you on hold, and I don’t know when he’ll pick up.” Etc. I sat on hold for 5 minutes, before “Charles” picked up again, and asked if there was any more information he could give me. I told him he could give me the information to reach his supervisor. He put me back on hold. I think “Charles” was just waiting for me to hang up. A “supervisor” picked up (I’m still a bit suspicious) and told me that he couldn’t provide my warranty information and that I would have to call another number (which I am about to call). I explained to him the hoops I had to jump through just to speak with him, he offered a weak apology for it, and the call ended.
I mean, every time I go to their site, I see the little J.D. Power’s Award, and the claim that HP has the best customer service care on the planet, so I was expecting something stellar. But with two calls in just a few days, I just don’t see it, unless I somehow managed to find the two lumps of coal in the sea of diamonds that is HP’s Total Care service group.
Maybe the problem is that the award was issued in 2005. So too bad my computer broke down in *2006.*
Fast-forward to 2007...
In August 2006, after repeated phone calls and clicking on that little "Send an Email to our CEO" button on their website, I was finally referred to their Senior Case Manager line. This line is actually headquartered in the US (thank God), and my case rep Michelle(?), who was considerably more useful, provided me the information to *finally* get my RMA number for a repair.
I *eventually* got my hard drive repaired through HP in a dazzling two-month ordeal.
But lo and behold, almost *exactly* 1 year later, the hard drive dies again. Since I already had their HP Case Manager Escalation line and didn't feel like getting the runaround by outsourced customer service reps in India, I of coursed used it. After leaving a few messages, I got Jason on the line.
Jason had a ~lovely~ argumentative demeanor and droll monotone voice, and his commentary was riddled with frequent sighs and scoffing. He wasn't interested in helping so much as he was interested in how I got their senior Case Manager number.
When the ~lovely~ Jason asked why I was calling, I replied that since my hard drive had died recently, I wanted to give HP a call and see if I could get this resolved without having to deal with their (bumbling) technical support group. "Recently??" he exclaimed. "It was almost a year ago!"
I replied, "Yes, I consider that to be fairly recent."
(Honestly, should consumers expect to have to replace major system components because of failure every single year? Is that how their company does business?)
He scoffed audibly.
I'm seriously beginning to think that HP doesn't give these folks any training whatsoever. They certainly have no concept of service, making it a point to sound as annoyed as possible while filling out your case report.
It was fairly clear that Jason's entire purpose seemed to be to get me off the line any way he could. He told me I needed to call their Tech Support line so they could walk me through the issue. I told him (politely) I knew what the issue was because it was the exact same issue I'd had before. He told me I needed to call the laptop division of HP service, but when I asked the number, he didn't know what it was. He told me I could either call India and allow them to enter a case report, or (and he *really* sounded like he didn't want to do this), he could enter a report for me, but then I'd have to "wait 4 maybe 5 days before I'd hear back." I asked if he'd please get started on entering the case report and that's when he got really annoyed.
I listened to Jason mumble under his breath for the next 10 minutes while he typed away at his computer. Trust me, he had absolutely nothing nice to say, and I left the call feeling that precisely nothing is going to be done about this problem.
Figures.
I'm not really certain why HP feels its Customer Service is so stellar. They're sadly mistaken.
Incidentally, just call 1-877-917-4380 ext. 79 to talk to Jason.
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