Hewlett-Packard has caused me much grief over the past few weeks. My laptop kept spontaneously losing power. After much troubleshooting with the online chat-based technicians, it was determined the unit needed to be sent to the company for repair. I gave the online chat tech my information and thought everything was fine until I got the confirmation email.
They had my name badly misspelled, and my billing and shipping address was incorrect (in fact, it was my brother's home, not mine, listed). At this point, I was forced to try to contact HP by phone so that the information could be fixed immediately. I called 4 times, and spoke to 8 different Indian outsourcees, and they still sent that box to the wrong house, with a mangled name. I had to drive over an 1/2 hour, with gas prices sky high, to get that box and Fed-ex the computer.
Then I start getting voice mails from someone named Raj, who says my computer is beyond repair, and that the parts to fix it will cost over $1000. How can something be beyond repair, yet repairable. And why am I being asked to pay for repairs when the computer is under a warranty that I paid a lot of money for. I had to play the message several times because Raj was unintelligible.
I have left 6 or 7 messages at 1-866-838-7317, the number I eventually deciphered from Raj's garbled VMs. I have repeatedly demanded that I be contacted by a native speaker of English who can communicate with me about this issue. This has not happened.in fact, I have gotten another VM from Raj, saying (I think) that he intends to ship my computer back to me unrepaired because I have not contacted him. Grrr!
I have tried reaching HP by email, since either they are ignoring my VMs (or are incapable of understanding any English that variates from the script in front of them) or the VM is broken. I have not had any luck with email, either.
So far, by email, I have gotten several autoreplies, and a couple useless apologies from someone named "Raymond" who assures me that my case has been forwarded to the Quality Control Group with high priority, and that a case manager will contact me shortly (this has not happened). They even had the nerve to send me a survey about my recent non-existent encounter with the case manager.
My most recent email communication from "Raymond" was an adomishment about using professional language and that they reserve the right to refuse misused communications (I think I have a right to be furious, at this point, get over it).
I still have not been contacted by Quality Control or any kind of case manager, I should not have to pay for warranty repairs, and that Raj will most likely Fed-Ex my laptop to the wrong address with a mangled name.
I have been a loyal HP customer for several years, but I will never buy so much as a pack of paper with their brand on it, after this treatment.
0 comments