Hewlette Packard
HP Unhappy HP Customer HP Pavillion dv2000 laptop - bad HP product / bad HP customer support Any City

For 20 years I was a loyal HP customer. Just about every electronic device in my home has been HP, along with every electronic item I bought as a gift for relatives. But issues with HP products and HP customer support this past year has been so bad, I've switched from being a very passionate about HP products to becoming an advocate to telling unhappy HP customer experience stories and hoping to prevent others from experiencing such pain.

One of my painful experiences has been with an HP Laptop/Pavillion dv2000 that I custom ordered from HPShopping.com late May '07. From date of receipt this PC had various problems that caused me to contact HP support 1-2 times per month thru Dec '07. Unfortunately HP was never able (still not able to) resolve any issue. One of the most significant issues was a very noisy CD-DVD drive, that inhibited me from enjoying the "entertainment" features of this PC as I couldn't listen to a CD on tape or watch a DVD.

In early Jan '08 the PC would not boot up. Via a DOS command I was able to get a messaage that said to contact the manufacturer as the PC had either experienced a hard drive failure or a CD-DVD drive failure. Given the problems I had had with the CD-DVD drive, I assumed that was the problem.

In contacting HP support they were absolutely no help. After many calls and escalations I was matched up with my Case Manager #1 who was very nice and arranged to send me a new hard drive, cd-dvd drive and recovery CD. Upon receipt of these parts & installation the PC would boot up but all factory installed software (from my custom order) was no longer working or completely missing. I called the support # back, to reach the case manager, but they had logged my case as closed when they shipped me the parts (not closed because issue was resolved.

After making new calls to support and repeated steps to escalate Case Mgr #2 promised to send me a replacement PC in 2.5 weeks. I patiently waited and after no package arrived I called daily for two weeks and never received a call back. Plus I learned from other agents my case did not show an order for replacement PC had ever been issued!

Escalating to Corp. I was matched with other case managers.

I've now chatted with 40 agents and have had 8 case managers. This PC had new parts installed that HP had sent to me, and this PC has been sent into HP twice. Both times this PC has not worked. I'm now on my 2nd time of waiting for HP to send me a promised replacement.

It has now been 4 months since I've been able to use this PC. It has become an expensive desk dust collector!

While HP has said they'd send me a PC by April 20th, I don't have any confidence that they will do what they say they will do.

I know I'll never buy another HP product. And even if HP sends me a replacement product, after all I've been thru I can't imagine that a replacement (e.G. Refurbed unit) would be reliable.

I've spent thousands of $ on HP products that became a total bust. Why is it years ago HP stood for quality and good customer service, yet now HP products are unreliable and their service is the worst?

Unhappy HP Customers have to have a negative influence on HP's bottom line/market share! I know I'm not the only one who has vowed to never buy another HP product!

Company: Hewlette Packard
Country: USA
State: Nevada

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