1/5

posted Jul-31-2011

"HP is a terrible company, they do not care about you they just want your money. I had an HP Pavilion and it took 45 days to ship; when I got it was a terrible computer, slow, unresponsive, just over terrible. I called customer support to return the computer and they said that their return policy was only 22 days from the date of purchase and because the date of purchase was 45 days ago that I could not return my product. For the next year I fought over and over again to either get it fixed or returned. Each time it was sent out for repair they never fixed the problem. Now I have given up and I have a $900 paper weight. I've asked around and people that bought HP's have had problems with them as well and share a similar view. In my opinion they do not care about their customers, and their computers are overly priced. I will never be shopping at HP ever again."

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1/5

posted Jul-28-2011

"The problem I'm referring to, which HP admits exists by placing it on their "support" page, but refuses to accept responsibility or to issue a recall for: http://h10025.www1.hp.com/ewfrf/wc/document?docname=c01997899&tmp_task=solveCategory&cc=us&dlc=en&jumpid=re_r163_eolproducts_psg_mar2011_dv2500_support_top&lc=en&product=3379103

After 2 1/2 years of owning an HP dv2500 notebook, using it 1 to 2 hours a day at the most, placing it on top of a cooling pad at all times, it died. The screen went black. We tried hooking it up to an external monitor, but that didn't take either. We researched this problem on the internet and found out that other dv2500 users had the same issue. In fact HP had this issue listed on their website, giving a step by step "solution" guide which didn't work at all.

When I called customer service to see what could be done about this problem, first we were offered a repair service for $300.00. I found this unacceptable, since first of all the notebook is not old enough to have died this way, and second.... the problem seemed unique to HP. I've owned five notebooks in the past. I've had Sonys, Dell, and now Asus. All of my computers still worked great when I replaced them. I only had to replace them because the hardware couldn't keep up with the new software requirements. In fact I still have my 7 year old notebook and my 4 year old notebook in working condition.

When I shared this tidbit with the service people, they didn't seem to care and they kept repeating that the computer was old and that it was time to replace it anyway. They said this wasn't an HP problem, they said this happens to a lot of computers. Well, Having had five of them, I've never come across this issue before.

If the problem was unique to us I might have accepted this fate, but the fact that other dv2500 users had the same thing happen to them tells me there's an engineering and quality issue here unique to HP. HP Support staff didn't care. They just kept repeating "This is not an HP problem".

They put me on hold for 15-20 minutes before I had to call back on another line and let them know I was still on hold on the other line. A woman "technician" picked up this time, and she was quite rude. She reiterated that this was not HP's problem, that the computer is old, and she absolutely refused to put me through to her manager or supervisor. She said that she would know whether or not this was an HP problem, because SHE is a computer technician and I guess she's all-knowing about our computer issues despite the fact that she hasn't even looked at it. How does she know it's not an HP problem? How does she know it's the motherboard? I didn't mention anything about the motherboard, I was talking about the monitor. Well, later after that call a friend of mine revealed to me that he too had an HP computer, but it died when it continued to overheat. HP didn't think to put vents in the proper places, so the computer heated up to a point where the graphic card separated from the motherboard. Nice!

By now I was practically fuming. I couldn't believe how rude she was!!! I hung up the phone and decided it was time to write a letter to HP, more specifically to the CEO, Leo Apotheker. Unfortunately the letter wouldn't reach him directly. He's got his underlings handling his e-mails, so I wasn't sure what to expect. I'm sure he receives a lot of complaints from customers.

A week later I received a response. The response was from his underlings, and it expressed how sorry they were that I had such a negative experience with HP. They gave me a phone number to call. I called. It seemed promising. The person on the other line asked me for the serial number and my name. I gave them the information. Next they would have me speak to a technician. As I was talking to the technician, I realized that this guy wouldn't offer me anything different than the other people before him. He said I would have to pay for the repairs. They were wiling to give me a $100.00 discount off a new HP computer or off the repair. I would be CRAZY to buy another HP product! Forget it!!! When I felt that despite my explanation and justification for a free repair they weren't willing to accept the blame and help me out with their piece of crap computer, I decided the best thing to do was to just tell them I'd never ever purchase another HP product again, I would tell everyone else to beware of HP, and I hung up the phone.

So.... here we are, broken notebook through absolutely no fault of our own (except that we were suckered into buying this shoddy product), out of $1,000.00 and out of luck. Thanks Leo Apotheker. You sure know how to run a company into the ground. The devil would be proud. "

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1/5

posted Jul-20-2011

"At the end of May I sent my computer in for some warranty work. Having their all inclusive Care package with ADP, and a 3 Day Turn Around (which has NEVER been honored). A week later I called back because when I looked up my service ticket number it said that I owed over $800 in repairs. The person on the phone was very polite, explained that is just an estimate and that my warranty would cover all needed repairs.
I was transferred to another person. I have come to know this branch as the CSM, or Customer Service Manager. He informed me that my laptop was going to be replaced, instead of fixed. GREAT! or so I thought. First they offered me a computer that had a 1.33 Ghz dual core processor, and a touch screen. (My original one being a 2.1 Ghz touchscreen). I informed them that in no way was this an comparable computer. Next they took off the touch screen, offering me a 14" screen instead of a 12.1" screen.
After a few days, and various other computers that had pieces missing, or slower speeds, I sent them a few computers that they had on their site, making notes and explaining why each one would have been acceptable to me. One of them a 15.6" 2.1 Ghz Touchscreen computer I was told was not possible because the screen was to big. A few "WTF?"'s later I explained that it was their ONLY touchscreen notebook that had comparable specs to my previous one. And then Went on through corporate to ECR (Executive Customer Relations), there I was passed onto another branch of resolution.

The ECMs, or Executive Case Managers, this is where the true fun began. I was told by this person that I would either have to accept a 14" computer or they would offer to prorate my PC's value, based on when I purchased it, and they would give me HP credit for their idea of what my computer was worth. (great timing) My phone dies. This happened on a friday, Tuesday rolls around and I find the time to call them. The ECM is busy and I leave him a message telling him that I want the previously offered 1.33 Ghz computer, so I can just accept it and end this nightmare(my intention was to then sell this and buy anything I could afford that was NOT HP. Figuring I'd get the email within their normal 48 hour time period, I waited. Thursday Afternoon, No email, no call, So I called back again. After waiting on hold I finally get to the ECM. He admits to receiving the message but informs me that he was confused by it, and thought that when my phone died I didn't want him to replace my computer. Something that was NEVER discussed. So, he sends me another offer. SHOCK! its the same 15.6" notebook I had previously informed them about. I hurried and accepted the offer, Filling out the form, informing them that my previous notebook was still in their repair center ect. Monday a package shows up from HP.

After opening the package I find that they shipped me my old, dead, computer un-repaired. After running the tracking information on the shipping label I found out that they sent it back to me 6 hours after I accepted the offer. Feeling rather upset I called their corporate headquarters, got passed off to a Manager's voicemail. TWO WEEKS LATER, he leaves me a voicemail, after I had called corporate AGAIN, and talked to someone who seemed rather helpful at the time. She was upset that the manager had never called me back and told me that they would force the Customer Service to honor the Agreed to computer offer.

Couple days later I received an email with yet another offer for a 14" non-touchscreen computer. Annoyed I tried to call the Manager again. Voicemail . . . go figure. It has now been three weeks since this time, I've tried every few days to get a new ECM, someone who is not totally incompitent, still nothing. Yesterday was another call for the same reason. I guess tomorrow I will find out if it worked, and if not it's back to the phone with HP corporate. I've given up on the Manager who never returns phone calls, and the ECMs in general. The case is still unresolved, even though the ECM has "closed" the case several times and I've had to call and chew out Executive Customer Relations several times regarding that alone. I have been reduced to using my iPad for everything on the internet, and have been crippled for almost 2 months in productivity.

To summarize:
Case opened approx May 31st of 2011. June 7th, negotiations started. June 20th, I recieved my broken computer. As of current (July 20th) I still have a broken computer sitting at my office, with no idea what they plan to do to replace it. HP no longer carries a single touch screen notebook. (If you've ever used one for photo editing, or any number of other things you'll understand why I'm fighting so hard to get this replaced fairly."

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5/5

posted Jun-28-2011

"The first time in 10 years of being an HP customer have I had to send send something in for warranty repair. The support folks are helpful and top rate. I have had nightmares with other computer makers that have set me straight to only buy an HP product going forward. 5 star supports."

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1/5

posted Apr-21-2011

"HP Products...all bad...customer service is horrible.

Compaq Presario Notebook/Laptop PC - I purchased a notebook (in less than a year's time) the battery needed to be replaced. The laptop received minimal use in my home office. I rarely took the laptop out of the house.

I called HP, and all I received was a "We are sorry" response. It would cost me an extra $100+ to replace it, not including shipping/handling fees.

I guess "you get what you pay for." Sooner or later you will have to pay the price.

I should have purchased a better performance notebook/laptop from companies like Gateway, Dell or Apple. I have had better experiences with them than with HP."

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1/5

posted Apr-15-2011

"BEWARE OF HP CUSTOMER CARE!!!

HP technical support staff are not liable for loss of data, software or functionality. If you call HP support, follow their instructions and this leads to your computer blowing up, its not their problem.

I called HP, as my laptop (6 month old) was slowing down a bit. After 1 hour of following the technicians advice, my computer would not even start any more. All data & software was lost...
4 weeks later, my computer is still not working, I got a call from a manager. He apologised and admitted that previous advice given was wrong. He also stated that "following any advice by HP-technical staff is at the customers own risk." In other words if they mess up your computer its your fault and they are not legally liable for any loss in functionality.

Be smart and learn from my lesson, don't buy a HP. If you have one already, do not just follow HP customer advice, but always ask yourself "does this person know what he is doing?" HP is not legally liable for any damage caused by you following their advice, as stated in their terms and conditions.

I had a Dell, Sony and Samsung laptop before. No other company had such bad customer service as HP. HP customer advice score: 0 out of 10."

This review was modified by HP-Fail on April 15 2011 08:31:11 AM

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1/5

posted Mar-31-2011

""Hewlett Packard currently does NOT actively participate at ResellerRatings to monitor feedback and resolve your issues." This should pretty much say it all. Their main concern is no longer treating the customer with respect and resolving their needs.

What was once a great company, has now become a corporate giant that does not concern themselves with pleasing customers. They will do everything within their power to push you away, frustrate you and resolve issues to THEIR satisfaction, not the customer.

After a year long headache in trying to repair my computer, each time they returned it unrepaired, they promised a new one. They sent me a refurb which was defective. Not only were they not in any hurry to resolve this for me, they downgraded my unit to a flimsy, not durable low-line one. All my inquiries were ignored until way past their return period, which I was not informed of. Nor was it in the shipping carton. They gave me empty apologies and expected me to accept it.

I will NEVER purchase HP again.

My advice, stay away. DO NOT BUY HP. Let's put them out of business!!"

This review was modified by qballrail on March 31 2011 02:50:46 PM

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1/5

posted Mar-30-2011

"On 3/6/11 I purchased the HP Pavilion Slimline PC. It's not even a month yet and it died yesterday. It said something about not having an operating system. I called HP customer service and I had so much difficulty trying to understand their English with their thick accents. This woman made me check the BIOS and it didn't show a hard drive. Then she wanted me to take it apart to check the hard drive. I couldn't open it and she promised that she'd walk me through it. After getting off the phone with her I decided that I was not going to open up a 3 week old tower. What if I broke something? When I called back I told them that I wanted a serviceman to come to my house. I was told HP doesn't do it and I'd have to pay for the service call. I wanted to bring it to Staples because that's where I bought it. They told me that they do everything online. I spoke to a manager last night and they still won't budge about getting a serviceman to come to my house. They feel that the consumer should be able to walk through the steps as they discuss them. How when I can hardly understand their English! My old computer was an HP and I had no trouble with it but now this new one is making up for it! "

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1/5

posted Mar-30-2011

"For your own's sake don't buy an HP product or you will cry!!! A horrible experience. HP has pathetic, deceptive and misleading customer services. I bought a desktop pc and its monitor went faulty after 4 months. Its been more than a month my monitor still needs to be repaired or replaced. I was advised they will replace my monitor within 7 days. My old monitor was picked up and returned the same old monitor after 14 days!!! phoned them again they apologised and said they had made a mistake and a new monitor will be delivered within 7 days and at the same time my old one will be collected. Delivery man came after 7 days and asked for my old monitor. i asked him for a new monitor and he replied there no new monitor its only a collection. I phoned HP again and the same customer representative said she has made a mistake and they need to collect a the old one first and can not give me a time frame when will the new one be delivered!!!!!! Absolutely a con and a criminal organisation.."

This review was modified by khalid77 on March 30 2011 05:24:43 AM

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1/5

posted Mar-24-2011

"On March 24, 2011, I contacted HP for the Monitor Product WR741AA. I was on the phone for one hour and thirty minutes. They put me through the dirt with their horrible service and politics. I purchased their Monitor on Feb 21, 2011 and they refused to service my monitor. They said they had no address for me to return the Monitor to; I was shocked!!!! I am writing so that people can know what I have experienced to save yourself. The people helping me was international and they could care less. It can't be returned to an address here in the United States. Basically, in the United States we are stuck with their product made in China."

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1/5

posted Mar-17-2011

"I ordered a HP laptop last week with the estimate ship day on 3/16/2011. When 3/16 rolls around, I called HP to ask if there is any delay in shipping, the agent has no idea what's going on and lie to me out front stating my order has been ship and is awaiting the custom clearance, once it's clear within 24 hours, I will get the shipping notification.
How do I know he is lying? because I received an email 5 hours later stating my order got delayed and the ship date got postponed to two business days later.
Can't believe a multi-national corporation like HP hired customer service agents that lie and cheat just so they can convince the customers to give them good revive. GOOD JOB HP, WILL NEVER PURCHASE ANYTHING FROM THEM AGAIN!! "

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5/5

posted Mar-03-2011

"I was very happy with the fast shipping and the product. I ordered from HP Home, not sure if that makes a difference or not. But they did get a good job on my order."

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1/5

posted Feb-23-2011

"Hp is the worst customer service. They are so mean and rude on the phone.They can not speak English.I bought my laptop the 2nd day ,I had problems with the laptop,hard ware problems.They assigned my case to the nastiest,meanest and discusting person on earth her name is (((SHARON SANCHEZ))) THEY ARE ALL LIARS KEEP YOU ON THE PHONE FOR OURS AND GIVES WRONG INFORMATIONS.I AM FROM U.S.A. YOU 3RD WORLD NASTY PEOPLE ,I AM GOING TO COMPLAIN UNTILL I GET MY RIGHT,BUT I WILL COMPLAIN IN MY COUNTRY.They wont transfer my phone call to a manager this bastards."

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1/5

posted Feb-22-2011

"The end of January 2011, I ordered a Pavilion Slimline computer from them. It arrived defective. After an hour-and-a-half on the phone with them, they agreed to take the system back and send me a new one. The replacement arrived today, but is missing a key feature. I have now been on the phone with these people for almost 3 HOURS, and have still gotten no where. DO NOT DO BUSINESS WITH THESE PEOPLE!!!!!"

This review was modified by e247365 on February 22 2011 04:15:05 PM

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1/5

posted Feb-21-2011

"Don't order hp products via Internet, rather buy it directly in a shop! I ordered a notebook and several other hardware on the 01. January 2011. The notebook (which was the most important to me) was supposed to arrive within 2 or 3 days. When I asked why it didn't arrive after a week, they told me that the monitor I ordered would take longer and they can't make splitted shippings, so I would have to wait. However, the customer service told me they can fix the problem with a fake-cancellation of the monitor - which didn't work. Another 2 weeks later I called again and they told me that the monitor definitely needs to be cancelled. Finally, the notebook arrived, but it was making annoying and weird "wind-noises", so after a call with the customer support (which took 45 minutes and cost a lot, but still didn't change anything!) I returned it. At least that worked well in general (the pick-up service came on a wrong date at first, so I had to call again). I had to order the monitor afterwards once again and I even could get it for a better price. BUT: This is now a month ago and it still didn't arrive. These are only the major problems I had. Additionally, they couldn't change my delivery adress, since I was living somewhere else after all that time. And although the customer service told me that I would receive the laptop at the right adress, they sent it to the wrong and I had to drive 180 km to get it... worst customer service ever!"

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