HP Sucks Period!

[blue_tenshi]

I just want to warn everyone away from buying any kind of HP/Compaq notebook. It's really not the hardware themselves, but the tech support that ruin this company. When they maufactured my laptop, instead of putting my 512 memory card in the correct dimm, they put it in the wrong one. So now I can't upgrade my memory without going to Best Buy and paying extra. I have their so called "extended warrenty" plan that covers all manufacturing defects and they're telling me that it's not one. They built the stupid thing wrong! Sorry to rant on everyone. It does feel better. I'm running out of companies to buy computers from... Next time... I'm getting a Toshiba!

[jacambece]

I HATE HP...They are so bad, if i need a premade system i go with dell, with printers and scanners i go with epson, and PDA i go with sony...hp blows

Cambece

[onespeedreed]

I had no luck with a HP scanner and printer. I doubt I would buy another product from them.

[lperrozzi]

I agree HP's customer service really does suck....

[akimine]

Apologies in advance for the looooong post, but this is the story of my ongoing battle with HP's poor customer support.
It began June 2006, was (supposedly) resolved in August and is now reoccurring as of 2 days ago.
In June 06, I was forced to contact HP’s technical support when the hard drive in my laptop died. As my computer was less than 1 year old at the time, it still fell under the warranty. I thought this would be a simple thing to resolve, but what followed was perhaps one of the most excruciating tech service phone calls in history.
I spoke with the technician for at least an hour and a half while he sprinkled me with misinformation (telling me that HP could transfer the data from my defective drive to a new one for $199), put me on hold probably half a dozen times, and just flat out didn’t understand the issue. As I’d just lost an extensive amount of data, an uninformed service technician was a headache I did not need. He finally transferred me to another technician who told me that the original technician’s information was incorrect and scheduled me an appointment at the service center (sent me a box and everything).
But the story doesn’t end, as I made the mistake of calling again to try and get some information regarding my warranty. I just wanted to *see* the warranty, as in, read the actual text. Here I was greeted with another technician named “Charles,” who played the same game — give random information not related to the customer’s question, put the customer on hold, repeat random information, put the customer on hold again. I really got the feeling that he wasn’t just be uncooperative; he just didn’t understand English. I finally asked for Charles’ supervisor, and then did a dance to try and prevent me from speaking with his supervisor. “Is there a reason why you wish to speak with him? He won’t be available for a long time. I’ll have to put you on hold, and I don’t know when he’ll pick up.” Etc. I sat on hold for 5 minutes, before “Charles” picked up again, and asked if there was any more information he could give me. I told him he could give me the information to reach his supervisor. He put me back on hold. I think “Charles” was just waiting for me to hang up. A “supervisor” picked up (I’m still a bit suspicious) and told me that he couldn’t provide my warranty information and that I would have to call another number (which I am about to call). I explained to him the hoops I had to jump through just to speak with him, he offered a weak apology for it, and the call ended.
I mean, every time I go to their site, I see the little J.D. Power’s Award, and the claim that HP has the best customer service care on the planet, so I was expecting something stellar. But with two calls in just a few days, I just don’t see it, unless I somehow managed to find the two lumps of coal in the sea of diamonds that is HP’s Total Care service group.
Maybe the problem is that the award was issued in 2005. So too bad my computer broke down in *2006.*

In August 2006, after repeated phone calls and clicking on that little "Send an Email to our CEO" button on their website, I was finally referred to their Senior Case Manager line. This line is actually headquartered in the US (thank God), and my case rep Michelle(?), who was considerably more useful, provided me the information to *finally* get my RMA number for a repair.

Fast-forward to 2007...
As I stated before, I *eventually* got my hard drive repaired through HP in a dazzling two-month ordeal.
But lo and behold, almost *exactly* 1 year later, the hard drive dies again. Since I already had their HP Case Manager Escalation line and didn't feel like getting the runaround by outsourced customer service reps in India, I of coursed used it. After leaving a few messages, I got Jason on the line.
Jason had a ~lovely~ argumentative demeanor and droll monotone voice, and his commentary was riddled with frequent sighs and scoffing. He wasn't interested in helping so much as he was interested in how I got their senior Case Manager number.
When the ~lovely~ Jason asked why I was calling, I replied that since my hard drive had died recently, I wanted to give HP a call and see if I could get this resolved without having to deal with their (bumbling) technical support group. "Recently??" he exclaimed. "It was almost a year ago!"
I replied, "Yes, I consider that to be fairly recent."
(Honestly, should consumers expect to have to replace major system components because of failure every single year? Is that how their company does business?)
He scoffed audibly.
I'm seriously beginning to think that HP doesn't give these folks any training whatsoever. They certainly have no concept of service, making it a point to sound as annoyed as possible while filling out your case report.

It was fairly clear that Jason's entire purpose seemed to be to get me off the line any way he could. He told me I needed to call their Tech Support line so they could walk me through the issue. I told him (politely) I knew what the issue was because it was the exact same issue I'd had before. He told me I needed to call the laptop division of HP service, but when I asked the number, he didn't know what it was. He told me I could either call India and allow them to enter a case report, or (and he *really* sounded like he didn't want to do this), he could enter a report for me, but then I'd have to "wait 4 maybe 5 days before I'd hear back." I asked if he'd please get started on entering the case report and that's when he got really annoyed.
I listened to Jason mumble under his breath for the next 10 minutes while he typed away at his computer. Trust me, he had absolutely nothing nice to say, and I left the call feeling that precisely nothing is going to be done about this problem.
Figures.

I'm not really certain why HP feels its Customer Service is so stellar. They're sadly mistaken.

Incidentally, just call 1-877-917-4380 ext. 79 to talk to Jason.
Blow him a kiss for me.

[akimine]

Oh, and if you want to amuse yourself for moment, just google "HP sucks" and gaze upon the burgeoning sea of customer service complaints that flow forth. (That is, incidentally, how I found this forum.)

How can a company be so disappointingly non-self-aware?

[Able]

You think that is bad. At least they don't have premium rate tech 'helpline' phonelines. Don't get me started on 'Time' computers. Good job they went bust!

[rokkyofnh]

As Americans if we allow ourselves to be treated like offal by these corporate tyranists then are we not also ready to accept tyranny as our form of government. Think about it. Injustice is injustice, and the more numb we become to it the more we'll allow it to pervade our society, before you know it our republic will be no more. WE need to stop the corporate oligarchy before it is too late!!! Demand to be respected by these irresponsible corporations, and they will listen. WE need to stop this crap!

[rokkyofnh]

Hp Sucks Period Poor Corporate Citizen

[bookworm]

Originally Posted by rokkyofnh

Hp Sucks Period Poor Corporate Citizen

Ask any tech, IT teacher and all say exactly the same,I've been ranting on about them for years. There support site is a pain, like swimming in treacle to find info, and they are not upfront on what is installed. 2 are Toshiba and Packard Bell really good sites, and I should know, I visit them on a regular basis,I see HP and well I know I'm in a hunt to find what I need. I am glad that I am custom build, HD 5 year unlimited warranty, motherboard 3 year unlimited warranty need I go on. So stay well away from them is my advice.

[Disk_Contented]

funnily enough, even threads on this board show they are still selling well.
I prefer HP printers. They are mint.