Bad experience with HP Technical Support

Posted Mon April 4, 2011 12:00 pm, by Emanuel L. written to Hewlett-Packard Company

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I have a Hp Pavilion laptop that I purchased two or three years ago. It was working fine until recently when it turned off in the middle of using it. When I turned it back on I would not get a display on either the built in LCD or an external monitor.

The Caps Lock and Number Lock lights would give a single flash and repeat. I called HP's technical support and I was told due to the age of the unit I would have to pay for support unless I was ordering parts.

I told the rep the error code and she said that the motherboard had to to be replaced. I was given two prices one for returning the old board and one for keeping it. I chose the option for returning the old board and she processed my credit card.

On Friday the new board arrived by Fed Ex. On Saturday I started to swap the board out. I made sure to use half the thermal paste like the directions say and the swap went smoothly until I turned the assembled laptop back on.

At that point the fan would spin up then stop which was the same as before and the same pattern of lights would flash.

I tried calling HP support on Saturday night and after explaining to a tech what happened I was put on hold for over 30 minutes each time before I gave up waiting and called back. The third time I called I asked to speak to a supervisor and after being put on hold for 10 minutes I was told that all the supervisors are in a meeting.

The second tech I spoke to asked me what version of Vista I was using on the laptop. This question was asked after I told him that I was not getting any display and I had the flashing lights. he OS version should not matter in that instance plus the system came with XP not Vista

I want HP to send me another motherboard and I will send back the original and replacement motherboard.

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Re: Bad experience with HP Technical Support by sherleil Posted Wed April 6, 2011 @ 10:30 PM This is classic HP there is an option of a class action law suit.. do a search online.. try asking to have your case escalated to a case manager.. Insist.. keep calling back or call 8009174380 and see if they can help ( this is where the escelated case managers are reached....) Reply Re: Bad experience with HP Technical Support by Thom Posted Mon April 4, 2011 @ 9:54 PM I basically had the same problem. After the 4th incident with my HP tower, I emailed all the Board of Directors at HP. Believe me, I received a phone call that very evening from one of the supervisors. I ended up with a brand new HP tower. Reply Thom, do you still have their Email address? by MannyL Tue April 5, 2011 @ 2:30 PM