I have never written a review and I rarely am so adamant that people should steer clear of a company! I bought a HP Laptop in October.By early 2007 I was already having problems. The only solution was to send the computer in. I sent the computer in with the box, etc. Supplied and it was returned approximately 10 days later wiped totally clean. All programs and files had to be reinstalled. Within a couple of weeks the computer was running slow again. I was told it was not because of HP. Now it is July and the entire computer went blank. There is nothing on the screen and will not open. All the computer will do is power on. HP tried to fix it remotely, but once again I was told it must be sent in. So here goes another period without a computer. I also mentioned there was not a way to backup the computer because it did not function and I was told I could spend $100 and find a company to image it. So now I am going to pay $100 for someone to image a computer that does not work b/c HP has not fixed it and it is still under warranty? Give me a break! What kind of service is that?
It only gets worse! I receive the box to send the computer in, put the enclosed FedEx sticker on it and send it away. The next day when it was to be delivered to HP, I tracked it only to find out that the sticker THEY gave me had the wrong address on it. The box was at HP with a wrong address. I called HP and this is when the Customer Service nightmare really began.
1) If I didn't call they would have never known it was lost.
2) The said they would call FedEx and try to find it.
At this point I called Executive Customer Relations in the Corporate Office. I spoke to a gentleman named Bob and explained that the computer is lost and it is ridiculous that I have a computer that is less than a year old and has had so many problems. Without offering a temporary replacement computer, it is hard to do work when a computer is in the shop. I also said I have never had problems with Dell and Toshiba, why am I having so many problems. This is not normal! He was nice and explained he would note my account and have a case manager on it right away.
A woman named Jean called and said they found the computer and it would be delivered to HP the next day. I told her of my frustration and this had now postponed it being delivered to me by another day. I also said I should not be dealing with these problems when the computer is not that old. Additionally, the online repair ticket did not note the correct problem. She was very rude, told me I should have bought a business computer if I wanted to do work on it (I only use it for email) and that if I didn't have problems with other brand computers, then I should buy one of those. I then said that I would be happy to post her comments and the service I have received on the internet, and she said she didn't care.
I then received an email from a lady named Rosa King. It stated: "Hi % my name is Rosa King I work for HP Customer Care. I need your correct address in order to send you your computer. I left a message on your telephone. Please e-mail or telephone me back." I did not have a message on my telephone, but the address to send my computer to was in the file and in the box. I called her back. Once again she asked for my address. I told her it accompanied the repair and was in their file. I asked why she was sending me the computer? Had it gone to repair yet? She stated she needed to check. She saw that it had not gone to repair, so I told her that is the address she should be sending it to...
I then called Executive Customer Relations again to report this frustrating experience and the customer service experience I had with Jean. I spoke to a nice young man who was obviously being trained. I heard the woman in the background prompting him on what to say. He said he has noted the account and I should be receiving a call back with the status of the computer and my concerns. Never received it. I did receive aa auto-generated email stating that my computer had been received and it would be back to me on August 2nd.
Today, July 30th, I received another auto-generated email stating my repair had been delayed. No date given for the time my computer would be returned. I once again called my case manager - Jean. She stated she did not know why I received this email, she still had the date as the 2nd and this must be just acknowledging that they received the computer. I told her this was from another email address, I had already received an email with that information and this was clearly stating my computer was delayed. "We apologize for the possible delay in delivery of your service; however, we are diligently working on expediting your order." She did not check on why this was sent nor offer to. I asked her when will I know if my computer was delayed. She told me I would know on the 2nd - the day I am supposed to receive the computer!!! I told her that this was very inefficient. She became very rude and once again would not give me any information. I told her I would call Executive Customer Service again as I already had in the past, because she is not a good customer service representative. A customer service representative should never speak to customers in the manner she speaks to them. She told me that she didn't care if I call and it didn't bother her. I then said that I would also post it on the internet. She said she loves it when people do that and she could care less. AWFUL WOMAN! Didn't try to help and then acted like this? HP should realize that this woman does not care about the HP reputation, just her paycheck.
I then called Executive Customer Relations again. I spoke to Tina. She asked my case # and why I was calling them. She wanted to know the whole story again - so I guess it was never documented. She was not too patient, not very friendly and not willing to do much of anything. I asked to speak to a manager, but she was supposedly the only one there at that time because it was 7 AM PST. It was obviously later since I am CST. She stated she would send the information to Jean's manager. I made it very clear that I wanted to know when my computer was going to be ready and I wanted a manager to call me back ASAP. I am still waiting. I wish I could get my money back and be on my way! I can't stand these people or their product!
L2
Houston, Texas
U.S.A.
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