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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