I called Hewlett Packard Customer and Technical Support when my HP Pavillion Laptop wireless modem ceased to function. I had owned the computer for 25 months. I was told that my computer was out of warranty and that I would need to pay $39.99 for a 30 day telephone customer support before speaking to a technician. They then offered me a $99.99 deal for one year of customer support and extended warranty. I asked if the warranty would cover all hardware repairs, as well as phone support. The agent assured me that it would. I gave him my credit card number and purchased the extended warranty.
I was transferred to customer support somewhere in Asia and proceeded to spend over 2 hours trying to get to the bottom of my problem. The telephone call would have gone much smoother had the technician been able to actually speak English. As we wrapped up the phone call, he said that I would have to send my computer to HP for repair and that I would have to pay for that. He asked for my credit card to pay for the repairs. I explained that I had already paid for an extended warranty that would cover the repairs. He insisted that I give him my credit card, because I needed to pay for the repairs. I again told him that I had purchased an extended warranty. Every time I would try to explain, he would reply with "I'm sorry, but you still need to pay for the repairs." We were getting nowhere, so I asked to be transferred to a supervisor. He refused and insisted on my credit card number. At that point, I pointedly told him I wanted a manager and he told me he would refer my case to a Case Manager.
24 Hours later, I received an email from HP Case Manager Toby M. Requesting that I call him. I called the number and reached his co-worker, Paul Robertson. I explained the situation to Paul and he reviewed the case. Apparently, an extended warranty could not be purchased because my computer was too old. He told me that the $99.99 purchase was for 1-year phone support only. He then told me that the $39.99 package I was offered was for 3 days of phone support, not 30 days. I was furious that I had been lied to by HP Customer Service. Paul offered to refund all the money I had paid and report the lies I had been told to managers in Customer Service. I was very happy with the help I had received from Paul, but I was appalled at the consciousless lies told to me by the Customer Service representative.
Unfortunately, my desktop HP Pavillion experienced a fatal system error 10 days later. Already very leary of talking with HP, I had no choice but to call for support because they had shipped my computers preloaded with all the software and NO discs! Customer Support informed me that my computer was out of warranty and that I would have to pay for tech support. They offered me a $49.99 deal for 30 days of phone support, $99.99 deal for 1 year of phone support, or $149.99 deal for 1 year of extended warranty. I was very specific in probing what each meant. The agent said that the extended warranty would cover me for all hardware, software, pick-up, and delivery support. He used the terms "A to Z coverage." I was stupid enough to pick the extended warranty package only because I had been very specific about what would and would not be covered. I gave him my credit card number and asked to be transferred to a technical support agent in North America. I was, instead, transferred to a technical support agent in the Phillipines.
After almost 5 hours on the phone, we had restored my computer to some semblance of an operating condition. I explained that I needed to reload all of the preloaded software from them because HP had not sent me my discs. He told me that another division, HP Shopping, would have to help me with that. I was concerned about the absolute lack of help with that solution, but he assured me that they would take care of me.
I contacted HP Shopping and stated exactly what Tech Support had told me. I proceeded to have an exchange with them (which rapidly became very rude on their part) in which they wanted to charge me for all of the software. They absolutely refused to even look up my order number and consider transferring the software to me. They insisted that Technical Support had to help me. No amount of explanation on my part mattered.in fact, the agent had the nerve to ask me whether I was going to pay or not. I told her no, that I had already purchased the software once, at which point she terminated the conversation.
At this point, I was beyond livid. Rather than continue the ridiculous rounds with customer service/tech support/sales, I contacted the number for Paul Robertson, the case manager from the previous HP incident. They were unable to help me because they dealt exclusively with laptops, but they immediately transferred me to the desktop division. I was connect with Savy and she researched my case. She explained that the $49.99 product I had been offered was for 3 days, not 30 days. The $99.99 package would have provided 1 year of phone support. And the $149.99 deal was an extended warranty for one year, but it would not go into effect until one month AFTER I had called for help and would NOT apply to my current problem.
Savy, the new case manager, offered to refund the money for the worthless extended warranty and to send me the discs for all of the programs we purchased. She has been a ray of hope in the only department at HP which appears to have any integrity.
Once again, HP customer service had blatantly lied to me. They had convinced me to pay for a service that they refused to provide. It is patently clear that HP has a corporate policy that encourages Customer Support to provide false information to customers in order to charge them more money. These were classic examples of a "bait and switch."
With regards to HP Customer Support, buyer beware appears to be a weak recommendation. Buyer avoid at all costs is more accurate.
I will definitely be purchasing my future computer needs from one of HP's competitors. Perhaps there is some computer corporation which will actually stand behind their customers and provide quality equipment and quality customer service without resorting to fraudulent activity.
Borabora
Kaysville, Utah
U.S.A.
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