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 Lousy and Incompetent Overseas Customer Service
Posted Fri January 25, 2008 7:59 pm, by Richard H. written to Hewlett-Packard Company
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I bought a laptop from HP. I registered it with them via e-mail. My laptop stopped working. I received an e-mail from HP stating there were problems with this model and to call and request warranty service. I did so a week ago and talked to their support in another country. They said they would send a box via Fedex and have it picked up for repairs. A week later nothing. I call and talk to another person that now says I now have to fax a copy of my sales receipt before this will happen. I explained to this moron that I would not have received the e-mail if I had not registered this product. I spent an hour on the phone and had to relay by way of this moron to his supervisor that I wasn't going to take this. I demanded to speak to a US based representative. No help. If this is the kind of support that I will be getting HP in the future I will never purchase another item with their name on it again. I have spent thousands and thousands of dollars on their computer equipment over the years and this is the thanks I get. So much for customer loyalty for the last 33 years.
Over the years I have always bought HP because of their excellent customer service, I am so disappointed at this point that I will probably never go back. And by the way, I will also be selling all of my shares of HPQ stock on Monday.
1) I would like to see support personnel available that you can understand and one that can understand you.
2) I want this computer repaired or replaced immediately, not empty promises and double talk.
3) I don't want any more of my time wasted with incompetence.
4) I am so pissed that there is not much that could be done at this point to make me happy.
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by Pearly Posted Mon March 3, 2008 @ 8:43 AM
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I completely agree with you!!! I spent 2 hours on the telephone with
probably the same moron in India..I couldn't understand him either and
he finally got a supervisor that I couldn't understand either. I
surmised from my conversation with these foreigners that they didn't
know any more about computers than I do. I'm with you....I'll NEVER
by another HP product again!!
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I'm thinking you're getting exactly the customer service you deserve.
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by Ahsha Posted Sat January 26, 2008 @ 9:53 AM
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Name calling is very unprofessional and generally just not nice. Just
because a person cannot speak or understand English fluently, does not
make him/her "a moron".
Using crude language is also unprofessional. You want to be treated
like a great customer, try being one.
You need to write another letter and apologize for this one. You will
not get any positive response from this one.
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by Gino Posted Sat January 26, 2008 @ 2:46 AM
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For someone expecting professionalism and perfection, your letter,
ironically, shows the worst of both qualities. Would you consider
maybe a different approach?
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by donno Posted Sat January 26, 2008 @ 1:17 AM
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HP should throw this unprofessional letter directly into the trash
can. Plunk.
If you want similar aggravation, buy a Dell. Good luck finding a good
computer company. They all pretty much stink. If you want US
support, call President Bush. That is about the only US support left.
Everything is overseas, unless you are a business user.
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