[Pavillion PC]

I wish I had read this before purchasing my Pavilion notebook in July of 2008. At the time I thought that I was getting a great deal.

My optical drive went out three weeks ago and thanks to the folks at "tech support" I have a paper weight.

I first attempted to use HP email tech support - Big mistake, I got a ream of standard information, ended up doing a system recovery, but no help with my problem. They told me that if it still did not work that I would need new hardware.

I then called to speak with a live person - what a joke! After they asked my name and went on for 5 minutes telling me about the extended warranty I could purchase from them I interrupted "Anthony" and told him what the issue was - my optical drive stopped working and I needed help to get a new one. After giving him my s/n and p/n he informed me that the warranty for the notebook I purchased in July 2008 had expired in April 2009. I asked how that could be, doesn't a year warranty last for 12 months?

After discussing the matter with "Anthony" he informed me that he would help me over the phone, but he was doing me a favor. He also told me that he was sending an email to the warranty dept. and that someone there would be contacting me within 48 hours. Time must have a different meaning at HP because I am still waiting for that call.

"Anthony" walked me through everything (3 hours on the phone!) I had already done with email tech support. He even took control of my laptop and tried them himself - I must be an idiot and incapable of following instructions.

"Anthony" then informed me that my optical drive was bad and I would need a new one, but that until my warranty issue was cleared up he could not send me a replacement for free. He assured me that he sent them an email and that I would be contacted within 48 hours - B_ _ _ SH _ _!

After 72 hours I contacted HP Tech support again. Gave "Jason" my ticket number and got to listen to him explain the wonderful virtues of the HP extended warranty. I stopped him mid sell and explained how "Anthony" had sent a POP email to the folks in the warranty dept and that this issue should be getting resolved.

"Jason" informed me that no email had been sent so he would send one right now so that someone from POP would contact me to resolve this issue - still waiting for this phone call too. He apologized and asked me what was wrong with my computer. He had me check to see if my optical drive was recognized by my computer (only an hour of screwing around this time). He then informed me that he was sorry, but that if I wanted my drive I would have to pay for it "his hands were tied".

I asked "Jason" if I needed to do anything and he told me to wait until I was contacted. I was so stupid that I actually thought that someone from HP would call me.

Two days later I called HP tech support to see what was going on. I have no idea who I spoke with. I asked the person four times to repeat their name and still could not understand what he said. He read the notes on what was wrong with my laptop andtried to sell me a warranty. I think they get fired if they don't sell you one. I stopped him and explained what was going on with the warranty folks. Nameless informed me that I needed to email a copy of my receipt to "hp.pop@mail.support.hp.com" to get the warranty resolved. I asked him why the other two techs did not tell me to do this? He did not know.

[I'm finding that no one at HP tech support seems to: 1) know how to render assistance to a customer, 2) care if problems with HP equipment are resolved, and 3) be held accountable for their actions.]

I repeated the email address nameless gave me back to him three times until he understood it and confirmed that it was correct. He told me that someone would call me in 24 to 72 hours. How stupid do they think we are?

Nameless also informed me that he was sending out an official HP system recovery disc. I would need to call tech support and have someone walk me through using the disc before they would say that my optical drive was dead.

I received an email from HP customer care (yeah, right!) and was able to track this disc. It arrived today, so I called HP tech support again to have them walk me through trying to have the broken optical drive read the disc.

I spoke with "Alyssa". She had to read the notes and then try and sell me an extended warranty. I stopped her and explained that "nameless" had already given me the email address to send a copy of my receipt to HP support and that this issue should be getting resolved - as a matter of fact someone from HP would be calling me any day to take care of this problem (I said this while not laughing).

"Alyssa" informed me that my receipt needed to be faxed to them. HP will not accept an emailed receipt. I wanted to explode. So far three HP tech support people had lied to me.

I stopped "Alyssa" and demanded to speak to a manager. She sounded hurt and then offended that I would not trust her - why should I?

"Alyssa" put me on hold for 10 minutes while she looked for a manager (I don't think they exist) and then came back on the line to tell me that the manager would put in an expidited request for someone at the "POP team" to contct me. I asked her why I should believe anyone from HP. She seemed offended that someone who has been lied to by three other HP employees would not trust a fourth one.

"Alyssa" told me that I would have to trust her. I asked to speak with a manager and was told that he would not speak with me. You just have to love how management works at HP. Instead of taking charge to keep a customer happy they push it off on some low level schmuck and hide. I demanded to speak with her manager - this is when "Alyssa" copped an attitude with me and started to get an pissy. She assured me that I was not being lied to by her (prove it) and that I would be contacted. I said Bul_ Sh_T! This was when "Alyssa" informed me in her most righteous voice that swearing on a phone line would not be tollerated. Apparently HP has some moral code that they can screw the customer and lie to them, but they will not allow the customer to vent.

"Alyssa" would not get her manager (coward!) and said I would have to trust them both. I really don't trust anyone at HP. I look forward to buying my next computer from someone else. I worked for a marketing compny a few years ago and liked my experience with a Mac. I guess you get what you pay for...

I called tech support again, because I was "Alyssa" never had me try and install the recovery disc.

I spoke with "Jack" tonight gave him my service ticket number and (wait for it) he informed me that I was out of warranty and tried to sell me an extended warranty. I swear they must have guns pointed at these people to get them to just spit this stuff back at customers. I explained why I was calling and he informed me that since I was out of warranty he could not help me. That became his mantra for every question I asked.

"Jack" informed me that I would need to fax my receipt to the POP team. I think HP punishes employees who try and help customers, maybe they fire them and only keep the ones who talk in circles and lie. "Jack" was kind enough to give me the POP team's fax number, but not an actual number I could call and speak to a living person. He then resorted to his line "I was out of warranty and so he could not help me." Then there would be a long pause - one time I waited for 2 minutes to see if he would speak again. Amazing! Who trains these people?

I told "Jack" that I had an email from HP stating that I was in warranty. It came with the information to track the recovery DVDs they sent me. He wanted to know when I was sent the email. I told him that I would send the email to him so he could read it - he told me that would not be necessary. If he saw that someone at HP said I was in warranty he might actually have to help me. "Jack" did and that information to my service ticket.

Stay tuned for an update in 48 hours to see if the HP POP team actually exists. My bet is that I will have to call them after 48 hours and speak at tech support again and be told yet again that I need to jump through another hoop.

I wish I could give this crappy of service to my customers and be able to keep my job!