Hewlett Packard does not have a functioning customer service department. I have yet to be contacted by a representative to satisfy a gross error compounded by unresponsive technical support.
I returned a laptop for repair that was seriously damaged in shipment from a prior repair. When I received the "repaired" laptop on Monday, 12 March, it had a European layout keyboard (there are significant differences in key layout and shape between a European and US keyboard) AND the keyboard was in French. I live in the US and do not speak French.
There are some other problems with warped parts such that the computer I wound up with is in WORSE condition than the one I sent in the first time (the first repair was for a failing hard drive, noisy fan and flaky keyboard, of which on the drive was fixed - FedEx drove over the "repaired computer, but the follow-on repair to that disaster is what I'm discussing - Actually, this would be the 3rd repair. A few weeks before sending it to HP I replaced the hard drive myself with one they sent for the failure in the original drive).
I immediately called the Case Manager (CM) telephone number. I could not get through to a human being. One is automatically advised that the next available (CM) will answer. After two minutes the recording advises that all CMs are busy, to please leave a message or try calling within business hours. Wanting to control when I would talk to some one I redialed again, and again, and again over the course of an hour.in frustration, I called the 1800-HPINVENT number.
Obviously the call center is in India. I am asked for information about me and the computer. When I describe the problem the person asks me "does the keyboard work?" Umm, I guess, but its EUROPEAN and in FRENCH! Each time I am handed off to the enxt tier I am asked the same littany of questions. Clearly they are unable to transfer that data along with the call - too which I ask the question, what is the point of asking me detailed information if it is not conveyed to the next person? No answer. After spending no less than an hour with the call center I am told the person who can assist me has left for the day.
It is now Tuesday. I spend the morning caling the CM number - again, and again, and again. I FINALLY get a human being (HB)! This person tells me that James Duncan, my CM, is not in yet and is THE ONLY PERSON IN ALL OF HP THAT CAN HELP ME! They've got to be kidding. This person advises me to call back in about 45 minutes, at which time james should be in. I dutifully wait, then call, then go through the whole re-dialing fiasco.
I finally get through to an HB, but it's not James. I am told James is on another line, that he is aware of my call and that I am on his call-back list, that he will call me back today. At about 5 PM I start calling the CM number again. After about 45 minutes of not getting through to an HB, and in some fit of fantasy, I call the HP INVENT number.
At this point I am unclear as to what transpired. Suffice it to say, there was NOTHING the Call Center fooks could do for me.
Wednesday morning I repeat the process of Tuesday morning. Same result. At about 5PM I call Costco to verify their return policy to discover than this useless computer is outside of the 6 months I had to reutrn it. Costco recommends I call the HP INVENT number and ask for a manager, IMMEDIATELY. This is the advice Costco gives customers and has said it seems to work. So, I call HP INVENT.
I ask for a mananger. After a few minutes of insisting the person connects me. The phone rings... And rings. I hang up, call back and get another representative. He tells me he cannot connect me without basic information. I tell him the last person did, but screwed up. He insists on the basic information. I ask why, as I end up repeating it all to the next person so the exercise is pointless. After more arguing I rlent, a little, and he connects me with PRE-SALES!
Pre-sales sympathetically listens to my plight and forwards me to the Escalation Center. I'm thinking, "Now we're getting somewhere!" Nope, this person sympathizes but repeats that only the CM, James, can help me. But he will send an inter-office e-mail to light a fire under James.
OK, Thursday afternoon I call the Escalation Center. I am told that the policy is, which I was to be told, but never was, that the CMs will return a call within 48 hours. I advise the fellow that 48 hours was earlier this morning. I am told that an inter-office e-mail would be sent and the CM would call within 24 hours. I said that was unacceptable. I needed resolution NOW.
At this point I had left messages on the CM nmber answering machine that I wanted an RMA and instructions on how to ensure HP would buy back my computer at the purchase price - seeing as I could not use this computer, I have been without it for at least 3 weeks (due to the fiascos resulting from being shipped to them for the original reapir) and, as a result, was forced to buy a new laptop. I demanded that my CM, James, call me between 3 and 5 PM on Thursday.
Thurday evening I call the Escallation number again, explain the whole tale to the nice lady on the phone and she said she would take it to the mangement team.
Friday I called the Escallation number advising I have yet to hear from ANYONE at HP. The fellow on the line, Maurice, advised me that the records showed that my CM, James, called me at 4PM on Thursday. I said I received no such call. He said the James wrote that an answering machine picked up the call. I advised that there were no messages. I asked Maurice what phone number James called. It was my cell phone number, as i instructed. I advised maurice that I had received no calls and certainly had no messages. He said, "Well, he called you." Maurice then advised he would send another message via e-mail to James. After getting off the phone I checked my incoming phone number records - both missed and answered. There we NO calls from any numbers that i did not recognize and NOE at the time claimed.
I call the Escallation Center again. The nice woman listened to my plight to include the fact that the CM was claiming he called, left no message and that I have no record of anyone calling me whose number I do not recognize. I reitterated my cmoplete disgust with HP customer service and that the only solution was for HP to take back their computer and refund my purchase price. I advised that part of what I am buying when I pay for a product is customer service - I am not getting that.
I find it absurd that only ONE PERSON IN ALL OF HP can address my problem to resolution. What if he's sick, what if he quits, what if he gets hit by a bus? Well, the nice lady said she would take it to her management team and someone would be contacting me.
It is now Saturday. Their business hours are 8-5 Pacific time, Monday-Friday.
Charles
Fairfax, Virginia
U.S.A.
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