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 Hewlett-Packard not customer friendly
Posted Tue October 20, 2009 11:17 pm, by Romaine R. written to Hewlett-Packard Company
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I moved over a month ago and someone else pack up the things for my notebook, so I ordered a recovery disk on October 13, 2009 and it came on October 15, 2009 for my Special L2000 notebook that is autographed by Lance Armstrong. I opened it and saw that it had the operating system cd, and it had another cd, which was the MS Office Suite Home Edition. I called and explained that I had purchased the Professional suite and that I needed a professional version to install after I reinstall Windows XP, the person I talked with said that he would make sure a cd was sent out that day, I asked for the order number and he said it would be shipped using the same tracking number (that didn't sound right, but I decided that well, he may know what he was talking about, since he worked for HP). Yesterday, still no disk, so today I called and this was the worst customer service I have ever experienced. I was sent to India to see what had happened to my order. I had to repeat my name, telephone number and email address, serial number, and product number over and over, about 10 times. I was put on hold, sent to different departments, where they could help me. They did not find any proof that the part had been reshipped. I talked to Shawn in India, John in Costa Rico and only one person that I can say was remotely helpful and that was Shawn, and he was in a long line of incompetent reps. Their english was not very good and I couldn't understand John in Costa Rico hardly at all. Finally found someone to help get what I needed, but it taken about 30 minutes and a toll on my patience.
I then explained that I needed to order another Recovery cd for a Presario desktop, the first person I talked with, I gave him the Serial number and product number and the next thing out of his mouth is this for a laptop? and when I told him it was for a desktop, he put me on hold and transferred me to someone else. I had to repeat the same things over and over and then the last straw was when I finally got someone in the US, Michael in Kentucky, he listened to me and when I told him that I was not satisfied with the service I had received so far, he then told me to go to someone else to purchase the operating system and the MS suite that I had already purchased when I bought the laptop. Him, I hung up on because my stretched patience had at this point had ran out.
I have purchased about five HP printers in addition to the notebook and whenever I upgrade my printers I always give them to someone, I never wait for them to stop, I see a model that I like and buy it. So when I say, that I plan to NEVER knowingly purchase another Hewlett-Packard product, they have lost a very loyal customer and the customers that I give my printers too.
I was supposed to receive a conformation email so that I could track my order, it has been about five hours and I have not recieved the conformation email and when I check my account online, the order status states that I don't have an order to check.
What HP needs to do is:
1. Send me my products ASAP. I needed it last week so that I could use my notebook.
It is too late for me, but to keep present and future customers they need to:
2. Train your customer service representative.
3. Use AMERICAN Customer Service Representatives. It is very frustating to have to keep asking someone over and over what they said and then to have to keep asking you to repeat things.
4. You are an American company, use American employees.
5. To keep your American customer base, use American employees in all departments.
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