Hewlett-Packard (HP)
Worst Customer Service EVER - Pavilion a335W

I recently called HP because the hard drive on one of my desktops failed. The computer was about six years old and I was really just inquiring about whether or not I could purchase another hard drive directly from HP. I was told by the agent that I could purchase the hard drive for $280 which I declined. He then offered a laptop for $299.99 which I also declined. He then went on to offer a service contract for $150 for 18 months that would cover all hardware issues. I decided to take him up on this offer. Unfortunately, I was disconnected from the call. I immediately called back and got another agent and I explained my that I would like to be connected to the last agent (since he already had my credit card information) to complete my transaction. This agent totally ignored the fact that I asked for the previous agent and said he could process the transaction for me. Was I surprised when I got the e-mail for the contract and it was totally different than what the first agent offered. This contract was for $99 with phone support only! I immediately called HP again and got another agent who said that the contract that was offered to me should never have been offered because my equipment is too old. He talked with a supervisor and said a refund had been approved and my money would be be in my account within 24-48 hours. I checked my account after 48 hours had past to see that the refund had not been processed as agreed. I called back again and got another agent who said that a supervisor would call me back within 2 hours. When I hadn't received a call after 6 hours I called back. I immediately asked for a supervisor only to be told by the agent that he could help me. I explained that I had already been told by another first level support agent that he could help me only to still not have my money refunded. This agent told me that all the supervisors were handling other calls and could not help me right now. He then opened a case with a "case manager" who would call me back on tomorrow. I don't have much faith that that is going to happen. I have purchased about six desktops in the past and they have all been HPs. Unfortunately, this experience has been so bad that no future machine that I purchase will ever be an HP. I don't want to have to revisit this experience again.

Company: Hewlett-Packard (HP)
Country: USA

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