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 Does This Sound Like Award Winning Service, Hewlett-Packard?
Posted Fri July 20, 2007 12:00 pm, by Maria D. written to Hewlett-Packard Company
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To Whom It May Concern:
I am completely disgusted with your tech support/customer service department. I purchased a Pavillion Desktop in April 2006 that came with the option to purchase a three year in home service warranty which I did opt to purchase. Well, the first time I had called a few months ago and went through several days of unanswered promises to assist me with having a technician come out to my home, being hung up on, "disconnected" and just plain lied to. It took several days of being on the phone for an average of nine hours per day before someone FINALLY sent someone out to replace it. INEXCUSABLE as I was told when I was being presented with "this wonderful 3 year warranty" that anytime there was a problem all I had to do was call and they would send someone out. GUESS THAT IS JUST ANOTHER LIE TO SELL YOUR PRODUCT. I GUESS IT MEANS NOTHING TO LIE TO YOUR CUSTOMERS AS LONG AS YOU GET THEIR MONEY. Yesterday, I called because I have had an ongoing problem with my computer making a very loud noise anytime you try to open an application, whether it be small or large computer application, the memory is fine, so that isn't the problem and also the computer is very slow. Well, I had another nightmare experience calling yesterday to get help. The rep (couldn't quite understand her name), had me down on the floor unscrewing the side of the tower having me try to troubleshoot what was going on. I did not know how far this would go because she never warned me that I would be required to do such and such. This is a huge problem as I had surgery a few months ago and have had complications and I am not allowed to be bending, etc. I was just in the ER last week and have to see the Dr. next week to address the complications I have had as a result of my surgery so activity is restricted right now. I explained this nicely to the rep SEVERAL times but she just kept insisting I get down on the floor to take care of this. FINALLY, she seemed to get it and placed me on another long hold while she spoke with her supervisor to "get them to schedule a technician to come out" and "everything will be taken care of" as she said her supervisor said the fan is broken in my computer and that is causing the slowness and noise. I questioned her about this and she assured me that the fan was the whole problem and she was transferring me to the hardware techs to schedule the appointment to come out and all was ok. Well, after being transferred to the tech, he lied several times, first saying that they would have someone come out, they saying they can't because they don't know what part of the computer is causing the problem, and IF I COULDN'T TELL THEM MYSELF (once again having me get down on the floor to unscrew the side of the tower, etc), then they couldn't do anything EXCEPT have me send in my computer which would take about 9 days. Well, that is unacceptable as I MUST have my computer for work!!!! Would your company like to pay for my bills that I am responsible as NO COMPUTER=NO WORK!! Then he told me ok he would have someone out here and kept putting me on hold several times and then came back and said "he can't send a tech out just to replace a fan". It went back and forth like this with NO solution until I just couldn't handle it anymore and hung up.
I informed this "representative" that I will NEVER EVER do business with HP again if this is the type of service they give when something goes wrong. It is not often that I have called but it is absolutely DEPLORABLE that this is what I have to deal with when I DO need help. You know it isn't just about selling someone something and lying to them about what a great product it is (the warranty) until the deal is closed and then doing a complete 180 when it comes time that there is a problem.
So, now I am left with a huge amount a lost time, severe pain from having to get down on the floor yesterday to do a job that I paid for someone else to do, and NO SOLUTION!
Does this sound like the award winning customer service your company claims to give to its customers?
Completely Disgusted Ex-Customer-who-will-let-others-know-not-to-buy-from-HP,
Marie D.
1. DO SOMETHING!!!
2. Give me what I paid for - help for my computer!
3. Fix my computer's problem by sending someone out here without having me lose more time!
4. Stop treating customers this way!
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I guess if this is the kind of service they provided you, I'm sure my
situation will be even less important. Shame on HP!
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by |Ev1L| Posted Sat July 21, 2007 @ 1:13 AM
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Paragraphs aside, if the service was paid for, then the service should
be provided.
Companies make loads of money off those extended warranties.
Apparently, Best Buy is not the only one who sells these plans and
reaps the benefits. You would think that as a manufacturer, HP would
provide coverage.
Oh well. I build my own computers, but for laptops, my HP is the last
one.
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by Maria Danielian Posted Fri July 20, 2007 @ 6:11 PM
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Thanks, you are right about the paragraphs. Usually I am pretty good
about that but I was in a huge hurry and also pretty mad. I have had
nothing but problems with them since the first purchase. Thanks again,
everyone!
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Sigh.
I'm probably going to get ripped apart for this, but...paragraphs are
your friend!
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