Hewlitt Packard
Some of the most inept customer service representatives on the planet. Palo Alto INTERNET

I am extremely dissatisfied with Hewlett Packard's customer service! On April 17 I spoke with a person named "Craig" to order an All-In-One machine for my company. This is where the problems started.

Craig was friendly, spoke perfect English, and seemed very knowledgeable so I purchased a LaserJet M3027 from him with an extra paper tray, printer cartridge and USB cable. I received a call the next day (04/18) and Craig told me that he had made a mistake and the M3027 couldn't fax. He then told me that he would send out the M3027x, which has faxing capabilities, and I would return the M3027. The total purchase would have been approximately $2,000.

Unfortunately, when I received the M3027x I found out that I could not scan anything to my computer because I have to be on a network, which I am not. I was also told by Craig that I would receive software that would allow me to scan more quickly, but again the machine is not capable of scanning onto my computer. Therefore, the product was misrepresented by HP's company/salesperson. I don't believe that it was intentional, but at least the mistake gave me the opportunity to discover how good HP's customer service really is.

Today (April 24) was the day I spent approximately 4 to 5 hours speaking with HP's technical support, customer service and executive customer relations and there was no resolution to my problem. I was also told that my machine could in fact place scanned materials onto my computer, but I would have to buy a router and a ethernet cable, BUT there was nobody at Hewlett Packard who could tell me how to hook up the router to the all-in-one or to my computer.

Also, I found that almost everybody I dealt with during the 4-5 hours was extremely inept and when I explained each situation/occurrence to them, they totally got it wrong until I had to repeat myself 2 to 3 times, with a loud and angry voice. They seemed to speak English, just not understand it.

One of HP's customer care representatives had the pleasure of listening to about 1-2 hours of my attempts to resolve the problem. His name is Juan and although he was nice and gave me his phone number and extension, he was the one who told me that HP had nobody to help me connect all of the pieces together. Some customer service, huh?

I finally gave up and got a return authorization for the products so I could wash my hands of Hewlett Packard forever. Unfortunately I cut open one of the boxes and will have to buy a new shipping box in addition to the hours wasted buying, trying to resolve, and returning the HP mess.

Good riddens HP!

Company: Hewlitt Packard
Country: USA
City: Internet: 328745
Phone: 8889438476
Site: www.hpshopping.com

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