I purchased a wireless USB mouse from HP for my HP laptop, after contacting tech support about a defective mouse I purchased at 'The Source / Radioshack' that was defective since day one but they would not take back due to losing the receipt (the left button on the mouse malfunctions and turbo clicks when pressed, tested thoroughly by my IT dept), I spoke to a call center in India, I was promptly transferred to the "correct" department, who then promptly connected me to the other "correct" department, and so on until I was on hold for 40mins before finally being hung up on. I contacted them via email after that where I got a response which I'm assuming also came from India seeing it was more form mail. I was told they would call me for a CC number then would ship me a new mouse, after receiving the new mouse I had 3 days to return the defective product or my CC would be billed. Considering how many people I went through on the phone I don't for a second believe it would be a "secure" phone call and refused to give CC info. I instead offered to ship the mouse to them if they would give me the fedEX number or let me bill to receiver on shipping or send me a package to ship it back to them in and they could ship me a replacement after receiving my defective unit. They refused insisting they needed my credit card number before they could initiate the replacement procedure. After trying to contact different departments to try an get a little human support I was constantly ending up in some call center in India, where they would not transfer me to a Canadian or American support center and where I was not permitted to speak to any kind of management. I got people reading from a text book, and refusing to deviate from the script or offer any real solutions.
HP understand this I have 2 HP printers and 2 HP laptops currently and was considering buying the new HP tablet, However after this experience with your customer service and the significant number of road blocks you put up to insure that people always end up in this call center hell receiving next to no help and poor service I do not think I will ever buy an HP product again.
IF I BUY MY PRODUCT IN CANADA I WOULD LIKE TO SPEAK TO SOMEONE WHO KNOWS WHAT THE HELL I AM TALKING ABOUT AND IS NOT JUST READING FROM A SCRIPT! These people just kept repeating the same thing. Even the emails, it was insulting. So on my way home from the office I picked up a Logitech wireless mouse. It works great, and a few years back when I had an issue with my keyboard they shipped me a new one in less then a week after speaking to an American rep on the phone for less than 20mins.
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