Hewlett-Packard Company
Customer Service? Product Quality? Not Anymore!

In all my professional years, I have always stood behind Compaq (HP) servers, business class laptops and workstations because of their durability and support. It grieves me that this is NOT the case anymore. This is the third time my NEW Compaq Business laptop has needed repairing (New Motherboard) and the support I received has been nothing but horrific.

I purchased a "Next Business Day" service option with my NC8430 laptop. The first two times, a technician FINALLY arrived on-site more than one week later. Currently, I am still waiting to have my laptops motherboard replaced and it has been eight (8) days and there isnt an ETA per Nick - Manager (Costa Rica). He stated it could be up to one month before it is repaired since there isnt any spare parts available anywhere in the entire world. I guess I do not understand what HPs definition of Next Day means.

Apparently all support has been moved to outside America and trying to understand the technician on the phone is next to impossible due to the lousy phone quality and intense accent the technicians have. Furthermore, the exorbitant wait times are inexcusable. The average time on hold before anyone answers is 45 minutes.

Being the President of a corporation that supplies technical support to clients, I completely understand how important the need is to save money and increase profits, but to see a once great company fail in all aspects of technical support and service will cost FAR more than what is being saved.

This letter is to give notice that our company will no longer purchase nor recommend to our clients the HP (Compaq) name for their server, workstation, or laptop needs. We will be looking into other suppliers that will better take care of their customers and stand behind their products.

Extremely upset and lost custome

Company: Hewlett-Packard Company
Country: USA
State: California
City: Palo Alto
Address: 3000 Hanover Street
Phone: 6508571501

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