Hewlett Packard
Toll Free Support Number Missing and Repeated Questions on Long Calls

This is in response to Craig from Boise, Id (employee of Hewlett Packard) who chastised a consumer from West Virginia. This consumer who had technical difficulties found, as I did, that there is not a toll free phone # for technical support. Craig went on to say that the consumer from West Virginia should have just accessed Hewlett Packards web-site for free help.

Well Craig what about my situation? I experienced technical problems with my p.C. One month after I purchased it for $1200. I was not able to access the internet. I called AOL (toll free) for verification that this was not their problem... And low and behold... It wasn't. I then called the toll free # listed on the user's manual from Hewlett Packard.

I called this multiple times and followed all the voice prompts to try and find a toll free # for support... No such luck. I finally gave in and called the non-toll free #. I spoke with an elderly gentleman who asked the same questions over and over (name, address, problem... Etc.). He must have asked for each of these 2-3 times.

I finally had enough. I asked if Hewlett Packard was going to pay for my long distance charges seeing as how I was on the phone for 10 mins. Answering the same questions over and over... No closer to solving my problem. He then gave me a supposed "work order #" which I was to give to the person he was transferring me, to help "speed up" the process. Speedy service was the last thing that I received when I was transferred to (guess who?)... Craig from Boise, Id.

Either this is just dumbluck or there must be a whole bunch of Craigs working for Hewlett Packard Tech. Support in Boise, Id. The Craig that I spoke with asked for no such work order# and when I volunteered it to him his response was..."What is a work order#?" Guess what everyone... Back to square one... Name? Number? Problem? What the heck was the 10 min. Phone call about that just took place before this? Craig and I were on the phone for 30 mins., and to no avail, he could not help me with my problem. I asked him if his company was going to pay for my long distance phone bill? He didn't have an answer.

I asked if this was typical of all support calls? He didn't have an answer. It was pretty fishy that I seemed to be kept on the line purposely with repetitive questions and delayed answers. The ringer of the whole situation was when I asked Craig for a phone # for Hewlett Packard's Consumer Relations dept... Like an idiot, I stayed on the phone for another 3-5 minutes waiting for him to get me the phone #. Once again, Craig came back... With no phone#!!!

It all started clicking... So I asked my last question of the evening. "Craig, Is Hewlett Packard getting money from you keeping me on the phone... Kinda like a 1-900 psychic phone#?" He was instantly dumbfounded! First he came off as MAD... Then his tune changed when I let him know that I would be contacting NBC's DATELINE to do a little story on Hewlett Packard. He became very apologetic, but still had no Consumer Relations phone # for me. Unlike the gentleman from West Virginia, I could not access H.P.'s web-site because I could not get on the internet.

I ended up having a small computer company take a look at my computer and the problem... Which they fixed! Finally... I was able to access the internet and Hewlett Packard's web-site. Now I would get some satisfaction! Guess Again... All that I wanted was to get reimbursed for my long distance phone charges or my bill for fixing my p.C.

I was offered a $10 phone card. I was livid! The whole problem existed because of H.P.'s product... I didn't feel it was right to have to pay for support on a $1200 computer that I just purchased. I didn't accept the card... Maybe I should've in case I have anymore tech. Support issues. What a crap company... With crap policies/practices for their customers!

Bob
Arlington, Ohio
U.S.A.

Company: Hewlett Packard
Country: USA
State: California
City: Palo Alto

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