Hewlett-Packard (HP)
Support refused troubleshooting without $100 payment on overheating DV7 laptop

I have worked in customer service and store management for over 5 years and it is a complete lie for the customer service reps to say they have no chain of management. Every company is the us has not only a management team but a complaint department as well. I can not believe the lack of service I was given by Josh today. Not only was he completely unwilling to try to even talk about my issue (without a $100) payment first but when I asked to speak to a manager about his performance he told me it was not possible, putting me on hold a number of times and repeating the same sentence at least 20 times over the half hour time I spent waiting for his supervisor. What it comes down to is I will be making a complaint with consumer affairs and I will never buy an hp product ever again! I have no problems paying to fix my laptop if it is a hardware issue but to not even help with my battery or adapter questions is insane. I didn't ask for replacement parts or anything I asked for basic troubleshooting because my computer will not charge right and both of the previous mentioned products are overheating. I can not keep my computer on long at all so going on to the website to read through all the possible fixes was not an option. As a customer I expected him to walk me through the basics over the phone. I guess this customer just wasn't worth his time!

Company: Hewlett-Packard (HP)
Country: USA

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