1/5

posted May-27-2013

"The worst customer service ever. Completely incompetent. I tried to buy a laptop, they declined 4 transaction in a row but they put a hold on 2 credit cards. Now I have a problem with releasing blocked money because every employee says he or she is not authorized. To top it up they constantly lie about different reasons for declining which obviously are not true e.g. mismatch of addresses or bank fault paypal fault etc. Nothing to speak of, I have enough. Good advise forget about HP and go for a different brand, I will do the same."

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1/5

posted Apr-27-2013

"Hewlett Packard is the worst customer service I've ever experienced. I cannot afford to purchase their brand of printer cartridges, so have been using remanufactured brands. They have been working for close to 5 years with no problem. Apparently, HP can now shut your home printer down if you do not use their brand of cartridges! Unbelievable! I would NOT complain to them if the printer were to break due to using remanufactured cartridges. It's my business what kind of cartridges I use. Are they going to tell me what kind of paper I can print on next?! The customer support guy said "I was lucky they worked." I find it APPALLING that they can and CHOOSE to do this to customers who have purchased their printers. I will NEVER PURCHASE ANOTHER HP PRODUCT AGAIN AND WILL SPREAD THE WORD FAR AND WIDE!"

This review was modified by Vicksterniner on April 27 2013 09:38:02 AM

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1/5

posted Mar-17-2013

"been on hold for 100 minutes with Vivek in India and nothing is resolved! HP support is terrible"

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1/5

posted Feb-28-2013

"Just got off of my 10th call to tech support today. No one I spoke to was proficient in English. I bought a little laptop a couple of years ago just to run Quickbooks. I never tried to remove the battery before today and it is stuck. The girls I spoke to could not understand what I was saying. After finally reaching someone who could sort of understand the problem she insisted upon obtaining much personal information (yes, I made it up) only to tell me the computer needed to be sent in for repair. Why did she waste 25 minutes of my time to do this instead of just telling me she could not help right off the bat? I need to purchase 20 computers for my business. They certainly will not be HP's. What a fucked up operation. "

This review was modified by meowmytushie on February 28 2013 07:23:38 PM

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1/5

posted Feb-21-2013

"HP Customer Service is the absolute worst of the worst. They can't get anything right. My C310A printhead stopped working out of warranty. Fine, so I called HP to see if I could get a replacement head. They answered the phone by saying even though my printer was out of warranty, I qualified for a free support call because I'm such a valued customer. BS. What they do is to turn your call for support into a SALES JOB to sell you another refurbished piece of junk. I fell for it. I bought a 7510 refurb. I installed the set-up cartridges (seriously, set-up cartridges??) and nothing worked. You have 5 days to return the printer to get full credit. So I immediately called them. I spend 1.5 hours on the phone. "can you verify your address, can you verify your phone, email cell phone, the model your purchased?" It was 10 minutes before I could speak! After numerous re-starts and cleaning, she finally determined that HP should send replacement setup cartridges. BUT, she couldn't authorize the shipment. A supervisor would call me the next day and verify(again). I got a call, but it was from some numnuts who was calling to see if everything was OK. I said no, please read the notes in your system. You are sending me new setup cartridges. He found no record of the entire 1.5 hour phone call from the night before. I got so mad that I screamed I would never buy from HP again. The next day I get a call from their "escalation team". These people apparently have more authority than the first-line dolts. We went through the entire diagnotics again and he agreed to send out new setup cartridges. OR, he could send me another refurbed printer. Can you believe it? HP would rather pay me to ship the old one back and ship me a new one rather than send me 5 small, light-weight setup cartridges. What kind of company can't see that they are needlessly paying for shipping charges when they make offers like that? At this point, I was approaching my 5 day time limit. The cartridges had not arrived so I decided to send the whole thing back. This was November 12th, 2012. Two weeks later I called to see when I would see my refund. They said they rec'd the printer and the refund would be issued the next billing cycle. I waited 30 days. Nothing. I called back,verified everything all over again, despite providing a ref.# and asked where my refund was. This time they said they had not received the printer yet!!!. I found the tracking number, called back on 2/6/13 and was told I would have the credit within 48 hours. On 2/18 still no refund. I called back mad as hell and demanding my money back. The girl said she would send an e-mail and it would appear the next billing cycle. I demanded to speak with an escalation team member. He finally got the job done and my refund appeared on 2/20/13 - THREE months AFTER they rec'd my printer. I've bought HP laptops, monitors, printers for years. NEVER AGAIN."

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1/5

posted Jan-15-2013

"Kept getting calls on previous unresolved issues. Tried calling back to tell HP not to call me again. Representative was an idiot. She kept saying she had to read through the notes even though I told her to cancel the ticket and not call me again. At least outsource to people that can speak and understand English.

Horrbile customer service. "

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posted Jan-05-2013

"I have owned HP Products since the beginning of my computing days in 1994. The best HP was their HP Laserjet 4L - it ran for me for over 15 years - then it was like it got a message from HP and locked up and wouldn't work.
I have had at least 5 other officejet, laser printers and each year HP multi-function devices have gotten more invasive my computer, faxing - less user friendly. I recognized HP has to make a profit BUT now its printer cartridges have a short shelf life; the HP printers will not accept remanufactured cartridges; fixing a machine is like trying to order an aircraft carrier - it doesn't happen.
HP NO LONGER HAS GOOD PRODUCTS FROM MY EXPERIENCE - I WOULD NEVER PURCHASE AN HP PRODUCT BASED ON THIS EXPERIENCE. What have I done? I bought a Lenovo computer and Lexmark multifunction machines - at this point (3) years I have no complaints on these brands."

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posted Dec-18-2012

"HP 3 day onsite warranty isn't 3 days and HP support service is attrocious. I'll never buy HP again. I fell for it and paid $350 for a four year 3 day onsite response warranty. Two years into ownership my harddrive failed.

Day 1 - call 1: spent 10 minutes with the tech providing all my info and proof first that I had the extended warranty. Then began the forced troubleshooting with the gentleman with a difficult to understand accent. 10 minutes into following his required steps the call disconnected. He had my number so I thought he'd call me back since he didn't give me a direct way to contact him. After ten minutes, I called back in again.
Day 1 - call 2: Called in again and got a new tech. Explained to her (with a another difficult accent) that I was disconnected. She couldn't find my detail and I had to run through all the detail again. I know my computer's serial number by heart now. After 15 minutes again we restarted the whole troubleshooting process. 60 minutes later, she finally agreed with me the hard drive was bad. She then said, now that it's diagnosed she had to transfer me over to another group for the repair. What? Now I'm transferred over to them and they pickup. I run through all the basics again because it's not a warm handoff, it's cold handoff. After the 5 minutes of my infomation being passed to him, I have to go again into explanation of what the tech did with me and stress to him that the drive needs replacement. They acknowledge it finally, and tell me there's a problem ordering the drive and they can't do anything for me until the next day. And they wont schedule the onsite repair until it's in my hands, not just ordered. They said they'd call me back tomorrow and order it.
Day 3 - I still haven't heard a peep from HP, so I called in once again and selected the "status check" option. I was handed over to three different groups this time as each person I talked with said their group couldn't help me and that the case only stated that it was escalated to a manager and I needed to talk to a manager. The third group was finally a manager. She indicated nothing was ordered and no manager took any action until my call now. She also then proceeds to tell me that yet a fourth person (case manager) will need to talk with me for the order and she'll make it a priority, but after being put on hold for a minute, she came back and said no one is available to talk to me now, and most liklely it won't be tonight (it's 8pm, they close at 11pm) and that I'd get a call tomorrow. I asked why I had to be consulted yet again for the hard drive order and she said some legal stuff required me to be on the phone to repeat my address "AGAIN" to them. She still can't also schedule the repair (I didn't want to try to open the all in one touchsmart pc for fear I break something or I would have just done it myself). But she did assure me it would be fast after this now.
Day 4 - is tomorrow. I'll see how responsive they are now that it's escalated beyond a manager and assigned to a case manager.

If you want to know how my case and PC being down and out ends up feel free to ask me (jimrobertri@gmail.com). I'll gladly share the facts. Oh and BTW, this is just for a standard eSata 3tb drive, standard HW these days."

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posted Dec-11-2012

"I bought an extended warranty from HP that is supposed to be 3 year, 3 day onsite warranty. If anything goes wrong with the computer within 3 years they will come onsite to repair it. This warranty is misleading...if not outright fraud. When you get the warranty it says in the fine print, that HP reserves the right to have you ship them the product for repairs. How is that onsite?

Ok, you say, but that is probably rare, right? Well, I bought a brand new HP computer. Within 1 week it was broken. I called HP to have them fix it under this warranty. The people in another country did some trouble shooting, couldn't fix it and said I had to ship it back to them. I asked..."what about my onsite warranty"?? They said...."to be honest, we never do that. We only issue bench tickets where you have to ship it back to us."

When I tried to go higher to a case manager, he said that yes, if I wanted to get this computer fixed, I would have to ship it back to them and then wait two to three weeks to get it back. I consider that fraud. I bought an onsite warranty, I expected onsite service. Especially for a new machine. Give me a break.

Here is the legalese that proves this whole concept of an onsite repair is a lie:

"Depending on the outcome of {sic} telephone technical support HP reserves the right to determine whether to ship a customer-replaceable {sic} part, to provide on-site repair or replacement of the product, or, for certain service issues, to make arrangements for the covered product to be returned to HP for repair."

Yeah...so, according to the techs, "certain service issues" translates to "almost all the time", and this is a total scam. They don't ever come to your house.

I had an alternative solution.....I took my brand new computer back to the store and got a different one. You don't HAVE to deal with HP, no matter what they seem to think."

This review was modified by JackieBrenner on December 11 2012 11:08:34 AM

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posted Oct-27-2012

"Two years ago I bought a Compaq Presario CQ61 403SA laptop from Hewlett Packard, 3 weeks ago the screen failed to come on, as I am pretty technically minded and competent with computers I did all the necessary checks and the only thing I thought it could be was the inverter.

With that in mind I bought the part myself fit it but the screen still did not come back on, that is when I decided to email Hewlett Packard and exercise my Consumer rights under the Sale of Goods Act 1979.

About 3 days later I received a phone called from their Complaints Department to inform me that the Sale of Goods Act that I had quoted in my email only applies in cases where the product is sent back to a retailer and therefore I would not be entitled to a replacement Laptop, secondly I was also informed that once a warranty of a HP product had expired then I would have to pay for any repair service done by HP myself.

Given their stance regarding the fact that once a warranty has expired then you the customer are expected to pay for any repair done by HP I find somewhat disturbing especially in this day and age, even worse I was absolutely astonished to find out on their website that you have to have a product that is in warranty to even get email technical support and more gob smacked to further find out that to ring the company as a out of warranty customer for technical support that you the customer may have to pay a fee for that privilege as well, all this when it is their product that has become faulty (unbelievable).

Must admit this is the first company that I have come across where if the warranty has expired on a HP product then you the customer is expected to pay for a manufacturers fault, and I think it is only fair and right to bring that point to the public’s attention before purchasing one of their products (make sure you check the warranty terms and conditions) I didn’t because any products that I have bought from other companies where I required technical support you got for free and if a part went faulty and in need of repair regardless of whether or not the warranty had run out you got it fixed for free.

As quoted in the Sale of Goods Act a warranty is simply to enhance consumer confidence in the retailer’s product and promote sales. It also provides them with valuable marketing information.

Most items are sold with a manufacturer’s warranty, warranties are a contract between you and the manufacturer and the manufacturer must do whatever they say they will do in the warranty usually this will be to repair or replace a faulty item.



However, a manufacturer's warranty does not replace your rights under the Sale of Goods Act It will depend on the product, the fault, and the length of time you have had that product, as you will still be legally entitled to a free repair or, a replacement for something you've bought for some time after the manufacturer's warranty has expired.



The important point about warranties is that they should never seek to replace your rights under the Sale of Goods Act, and even after they have run out, you will still be protected by these statutory rights which run for up to 6 years after purchase.



The crux of the matter being every product sold should have a reasonable life span regardless of any warranty and will vary depending on what product has been purchased in this case a Compaq Presario CQ61 403SA hence to say I could concur with if say the Laptop was over 6 years old, but what I do not concur with is the fact that this Laptop is not even 4 years old, furthermore nor do I think that is a reasonable life span for this product and would defy anyone to say it is, just as I would state that it was not fit for purpose or of satisfactory quality.

But yet HP state that the Sale of Goods Act does not apply? It’s a bit like saying that if you buy something direct from a manufacturer and it breaks or becomes faulty then you have no rights!

Sent an email to HP on the 9 October 2012 expressing all the above, including my intention to commence with legal proceedings through the Small Claims Court unless this matter was resolved amicably to their Board of Directors, including their secretary, and CEO Meg Whitman whom I believe was brought in to save HP from terminal failure.

Well to start with it would be a good idea for the customers they do have left that are willing to invest in one of their products to treat them with a bit more empathy and understanding rather than implement terms and conditions that are anything but customer friendly and how they quite intend to attract new customers with their out of touch /date terms and conditions I don’t honestly know.

I quote from their website:



HP Warranty Results for Email Support:


Call technical support after you buy (Out-of-warranty customers may pay a fee)



HP’s Out of Warranty Exchange & Repair Program

Service Offered

This website provides process & pricing information on out of warranty repairs & exchanges for the following HP products:

• HP Deskjet Printers
• HP Photosmart Printers
• HP All-in-Ones
• HP Laptop PCs
• HP Desktop PCs
• HP Monitors
• HP LaserJet Printers

Pricing

For some lower-priced older products, HP is not in a position to repair old products as cheaply as it can manufacture new ones. In these situations, it can actually be less expensive to purchase a new product, rather than have an older one repaired.



Estimate your repair or exchange price
Select the product group to which your product belongs in order to get an estimate on the exchange or repair price for your product.



Being heavily involved in Customer Services myself, Is it any wonder HP customer base is shrinking, the retail market is suffering all over the globe so you need to make your products as attractive as possible to the public not the opposite, I don’t think HP have ever heard of the three C’s Customer Is Always Right, Customer Satisfaction and a Company's keenness to be seen to put the customer first.

Remember we the public don’t need you, we can just as easily shop around and take our business elsewhere and if HP expect growth by 2015 may I suggest that they start by addressing their Customer Services Policies because if they cannot satisfy the customers that they do have left then I don’t hold much hope come 2015 (of course just my opinion)

Constructive criticism is always best coming from a customer as people looking out from the inside cannot see the wood from the trees, plus you get the advice for free instead of having to pay thousands to a consultant for him or her to tell you where you’re going wrong.

See didn't cost HP a penny for my advice or services.

I can just see it now me giving information out to my clients, only for them to ring back stating that I have misinformed them, then I stating well to correct my wrongdoing you the client will have to pay extra, wonder how long I would stay in business.

Welcome to the twentieth century HP, gone are the days were the customer will just lie down and accept a simple no and cough up more money in the process, money is tight more and more people are beginning to fight back by exercising their consumer rights.



Hence I ask the question would you buy a product from an ailing company that when it goes faulty basically insinuates “if your product is out of warranty “THEN TOUGH” and your options are as follows:

Call technical support to which you may have to pay a fee as well as being charged for the phone call or email HP’s Out of Warranty Exchange & Repair Program to either pay for a repair or (even better for the company) buy a new one when it is their product that is faulty in the first place, then again I don’t know maybe that’s their only strategy for getting rid of their products.

Disgraceful Customer Services, but then again when the Board of Directors and the CEO don’t have the common courtesy to reply to your email what you expect.

Doesn't cost anything at all to be courteous, but then again as the saying goes ignorance is bliss."

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posted Oct-22-2012

"Worst customer service EVER. I wish I had looked at reviews prior to my purchase. I had bought printers for 15 yrs without an issue. Now that I have an issue, I can honestly say HP does not stand behind its products nor care about its customers. Owned their 8600 Premium All in one printer since March. Repeated problems and every time customer service called, they read scripts which typically involves installing and uninstalling printer. By the 4th call, as I demanded a replacement under the warranty, I found the issue assigned to a case manager. Their own recording while on hold (probably spent 25 hrs on hold over 4 months) states next day replacement. THIS WILL NEVER HAPPEN! Calls cannot be escalated to supervisors, THEIR SUPERVISORS DO NOT TAKE CALLS! No one knows what the supervisors do, they won't get involved at all. The case manager indicated if I wasn't happy with the resolution, their co-workers could review for me. Wow, there's an offer, have your friends review and see if they reach a different conclusion! They do not listen to what you have to say, instead they speak over you repeating the same mantra over and over again. It was like dealing with a Stepford Technician. The replacement came a week later and didn't work. I tried and I called in and paid for an outside company to try. It was as if they didn't believe us. We asked for our money back and they only offered a fraction of what we paid. We are screwed. The effect on our business is immeasurable. Who would have thought a company like HP would have the worst customer service ever experienced."

This review was modified by ck557wpb on October 22 2012 08:29:28 PM

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posted Oct-16-2012

"I have a three year old HP Officejet 6500 E709n Series printer and it was out of black ink. I bought two of the necessary 920 black ink cartridges since there was a special discount if you bought two cartridges. When i replaced the ink cartridge, it gave me an error message saying that either the ink is missing or damaged. I tried to reinstall the printer several times then called HP customer service. The customer service agent had to try to install my old ink back in the printer which was installed successfully without a error message. Then we tried the new ink again and I received the error message again, she recommmended that I try the other new ink cartridge which was unsuccessful. I was on the phone with the customer service agent for over an hour and a half troubleshooting the machine. We concluded that the printer may be defective. As the printer is 3 years old, it is now out of warranty. However, I was shocked to learn that HP does not have a service department, there only resolution is for me to purchase another printer that HP selects for me to receive a bit of a discount. It is infuriating that a gigantic technology company like HP does not have better customer service. I was on the phone for almost 2 hours to be offered to discount on a cheaper printer and was not able to receive longer than the one year warranty. Moreover, the customer agent was not even able to reimburse/exchange my ink cartridges for me, she told me to write an email and recount what happened that evening. Then I was trasferred to another representative that wanted my credit card information to purchase the other printer and was trying sell other HP products. I bought the printer as I felt that my hands were tied. I lose the printer, do not get money back for the ink cartridges (which are not inexpensive) and lose several hours of my time. Then I received the following email response for my request for a refund for ink cartridges stating that they will only EXCHANGE ONE of the ink cartridges when it was their suggestion to try both ink cartridges:

Our department has received your information. We understand that you need assistance with your Hewlett Packard inkjet cartridges. Normally, we do not accept opened cartridges for exchange. However, since you purchase a new HP printer, we would be willing to make a one-time exception in your case. We can exchange 1 of the opened, in warranty cartridges as well as any unopened, in warranty cartridges. We apologize for any misinformation that you may have received. Our offer will be dependent upon the value of the cartridges being exchanged. To qualify for exchange, your print supplies must meet the following criteria: · Genuine HP· Unopened· In Warranty (see packaging)All cartridges returned to HP are recycled in a responsible manner. Parts that do not qualify for exchange will not be returned to the customer. If you have questions about cartridge warranty, please visit www.hp.com/go/learnaboutsupplies before returning your cartridges. To process an exchange, please complete the bottom portion of this email and return it with your cartridges to the address shown below. Please return only in warranty genuine HP cartridges. Upon receipt, we will provide assistance in any way we can. Sincerely, AmandaISB Escalation Team, Hewlett Packard

The HP Customer service is the worst I have ever seen."

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posted Sep-21-2012

"Absolutley Horrible! I ordered 3 ink cartridges. They were supposed to ship next business day. After 1 week, still no word from HP. Whwn trying to contact customer service to find out the status of order, the pre-recorded message states the waiting time is about 1 minute. I've called 3 times, and have hung up after being placed on hold for in excess of 30 minutes each time. I HAVE STILL NOT BEEN ABLE TO GET THRU! I guess that what I will have to do is to dispute my credit card charge when I get my statement."

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posted Aug-15-2012

"I have bought HP products all my life because of reliability. However, I bought a Prescario CQ61 IN 2009 then bought Accidental Damage later (3 years). Within a year I had the hard drive replaced - no problems. The next year the battery went, they replaced it no problem. The next issue was a defective DVD drive, it took 1 month to turn around because they kept sending it to my home address despite asking for it to be sent to work; the couriers don't work after 5pm, won't give a slot and are uncontactable. Eventually, returned. Emails sent to complain, no response. This year I come to replace my battery and sent in my email, they did not recognise me purchasing the laptop, it has a purchase date of July 2009 with no Care Pack, couldn't find my name. I was on hols, so traced through emails (thanks AOL for keeping 3 yrs worth!), found receipt, that not good enough, sent invoice of purchase of Care Pack, not good enough, sent email from HP stating that I had registered, not good enough, showed page showing i'd registered and couldn't reregister, not good enough, finally got onto my info on system had me down as a Sue (i'm male and not the one in the Johnny Cash song). I eventually got a message from Care Pack support. I sent in this info. They asked me to call. I called and they told me that batteries are not part of the warranty. I stated that they had told me when i bought it that it covered the battery and that they had replaced one last year under the extended warranty. They would not budge. I asked to be put through to his superior, wouldn't do it, asked for email of superior, wouldn't give. He asked me to read Care Pack, stated Care Pack said nothing about this as an exclusion, asked to read warranty, said never been sent one, directed me to website which has neither a page to get hold of the warranty or a page where you can complain!! All this took 12 days! Got through to a page to contact CEO and await his response. HP customer support is rubbish. I will never again buy HP. Care Pack UM948E."

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posted Jul-26-2012

"Whatever you do, do NOT do business with Hewlett Packard. HP’s products are among the worst one can find, and HP’s technical assistance and customer service are infinitely worse than its products. I am hereby naming HP the king of outsourcing and adding HP to the outsourcing Hall of Shame. According to HP technical assistance representatives, who can barely speak English, there are no technical assistance contacts or supervisors in America for HP business products. Also, it is impossible to reach an HP technical assistance supervisor. Indeed, I have left messages for callbacks from HP supervisors on several occasions, but I have never received a call back. I guess customers are a severe inconvenience for HP. According to HP’s customer service (or should I say customer disservice) representatives, HP’s outsourced customer service center is the highest point of escalation for problems with HP, including problems in dealing with technical assistance. However, customer service cannot address any issues that directly or indirectly relate to technical assistance or problems relating to HP’s non-compliance with the requirements of its service contracts. HP does what it pleases, including flagrantly ignoring the requirements to provide service under its service contracts, and then adds insult to injury by providing so-called technical assistance through outsourced people who cannot speak English. HP technical assistance supervisors are never available, and they refuse to return calls when messages are left for them. HP customer service, the highest level of escalation for HP business products, is also outsourced and will not address any issues that are directly or indirectly related to technical issues or service contract issues. Moreover, there are absolutely no HP contacts in America for HP business products."

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