Hewlett Packard Co
Six Hours on Phone and Canceled Replacement for Defective Printer

Do not ever buy an HP computer product. They have the absolute worse customer service. Here's a sampling... I purchased an HP All-In-One Printer. When I had a problem while it was under warranty I had to spend six hours on the phone while they tried to diagnose the problem. After finally determining that they needed to replace the printer and processing the replacement, while on hold they hung up on me and never called back. I then had to call back and they wanted to put me through the whole troubleshooting process. When I demanded to speak to a supervisor, he than said that the representative did not document all what was done, so in order to get a replacement, I had to spend another 1.5 hours with the supervisor to troubleshoot the issue. He, too, determined that printer had to be replaced. HP then sent me a replacement printer. After setting up the replacement printer, I find out that the printer is also defective. Note: HP sends refurbished units for their replacement units. I called back to Customer Support and had to spend another 1.5 hours while they troubleshoot the replacement unit. They, once again, determine that the unit is bad and will replace it with another refurbished unit. Because of time I had to call back another day to process the replacement. I called back another day and even though they had a case number, it took 45 minutes just to process the replacement order. Because it took so long, HP Customer Service agreed to send it second business day delivery. The very next day I went to their website to track the order only to find out that they canceled the order. When I called back to customer service, they couldn't tell me why it was canceled. When I demanded to speak to a manager, they put me on hold three times and I had to explain the whole situation to three different customer service representatives. HP is by far, the worse customer service organization of any company I've ever dealt with in my entire life. I will never ever buy another HP product again and I suggest you all stay away unless you want this same level of frustration. They're products are not that good to begin with... Why deal with a mediocre product and the worse customer service. Buy a Canon or some other unit.

Company: Hewlett Packard Co
Country: USA

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