Hewlett Packard
Unhelpful Support After Paid Carepack and Installation

When I bought my HP Pavilion Elite 500z PC and HP Laserjet P2055dn printer I paid HP for installation and Carepacks for both devices. I have been an HP user since 1990, starting with a Compaq PC and HP Laserjet/4, when both were outstanding companies. To upgrade to Windows/7, had to junk both, even though they were still working fine. Since HP took over Compaq, though, everything has gone downhill on a number of fronts:

1. Product documentation is terrible. Setup is just a chart with pictures and no installation, and there is nothing to identify the numerous ports. To this date I cannot tell the speed of the USB ports.

2. The installer they sent got it up and running, but had little knowledge of the software or how to customize it.

3. Any call to technical support involved being switched to different departments with long waits at each, generally ending up with someone in a foreign country. I do not wish to disparage the individuals involved, they do the best job they can, but I am hearing-impaired and between the accents and speed at which they speak, I have real trouble understanding.

4. My latest experience is the one that broke the camel's back. My printer options used to allow me to print documents duplex and envelopes single-side; something changed and now envelopes want to duplex as well. I wanted the in-house support I thought I was getting with Carepack. Instead I got a tech who kept me on the phone for 3 hours, took remote support of the PC, and kept trying different drivers, none of which made a difference. Had me unplug and replug the USB cable, then I could not get it back into that port & switched to another - now I keep getting a popup saying it should be on a faster port (though tech support claims all are 2.0). Finally the tech ended the call and said they would call back the next day, but didn't. Called again and said I just wanted someone in-house, then got a runaround that they only came in-house if the online tech had found a defective unit or part and then they would replace it. I will never again pay HP for anything.

Company: Hewlett Packard
Country: USA
Site: hp.com

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