1/5

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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