On Oct 30 at 8:22 A.M., i called HP to ask for advise on my PC. After speaking to Ernesto (a Customer Service Tech) and explaining my PC problem, i was placed on hold while he spoke to a Tech Support Rep.
Ernesto came back on the line and assured me that Tech Support could fix my problem. I questioned the ability to do so via telephone and once again Ernesto assured me that Tech Support could remedy my PC problem.
Ernesto then proceded to take information from my credit card and said it would cost 99.00 for this service because it included Virus protection and full Tech Support. I questioned why they were selling me virus protection on a computer that was not working and he stated that i would need it and it went with the support. Bieng somewhat hesitant, I questioned what would happen if they could not fix the problem, again I was assured it would be fixed. I asked Ernesto if I would get my money refunded if they could not fix the problem and he said Yes - that would not be a problem. I was reluctant, but said ok.
At 9:00 A.M., I was then transferred to a Tech Support Rep named Jeremy and i explained to him that i had a HP monitor that would not turn on, and we spoke for almost 13 minutes before we lost connection - Jeremy called back at 9:13 and we done troubleshooting for 51:01 minutes until Jeremy said it was the Ram in the PC. At this time I said Ok but will I get a refund? I was advised that i would not get a refund because Tech Support had already been used. We discussed this until I asked to speak to a Supervisor.
I was than transferred to Jacob (Supervisor) whom I asked several questions to. After explaining my position to him about several issues and why Customer Service was making them kind of promises, he became quite angry and began raising his voice. I explained to him that i could have gone to Best Buy and let the Geek Squad perform an analysis and i would have saved hours of trouble. He refused to refund my money and then (HUNG UP ON ME!!!)
Well not only did they not fix my problem& they also billed my credit card 116.00 and refuse to credit back my account.
But the worst part came days later when I was speaking to my nieghbor - a US Marshall and explaining my dilema about what had happened - my nieghbor suggested we try a couple things so I agreed. We took his kids computer and brought it over to my house and performed a simple test.
We took his monitor and connected it to my tower and guess what??? My computer worked - we then took my monitor and connected it to his kids computer and it did not work.
WOW — that simple...
Irratated to the slightest degree - i called HP back to speak to a Supervisor and inform them of my findings and i was drop transferred 3 times - every time i got transferred i would get another rep who knew nothing of what was going on - my tracking number - who i was - or what i was calling for - every rep i got knew very little english and i will (with much confidence) assume that i was speaking to someone in the Middle East, I repeatedly asked one lady to let me speak to her supervisor and all she could say after reading the notes was that she could assist me and they had no supervisors - this went on for 3 minutes and 17 seconds.
I finally spoke to one fellow (Isaias) who spoke somewhat better english and told him my problem and asked to speak to a Supervisor - He regretted that one was not available but he could arrange a return call - he placed me on hold to make sure— he assured me that a supervisor would contact me at 9:00 A.M. Today and i have yet to recieve a phone call...
Hewlett packard — shame on you for ripping people off - if this is any indication - no better yet i will never ever buy your product again. Quit ripping people off and give me back my money - thiefs
hector
tyler, texas
U.S.A.
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