Hewlett-Packard (HP)
Supervisor refused to help and call left on mute after motherboard failure

I spent $400 to get the motherboard replaced on the computer. When my computer failed to boot less than a year later, I called HP to troubleshoot the problem. The representative who I spoke to informed me that I had to spend an additional $130 for a 1-year extended warranty before our conversation could go any further. I asked him if this would cover any repairs and he said that it was the cost of telephone support, if the computer needed work done I would have to pay additional money as needed. I took the computer to an outside technician who confirmed that the motherboard needed to be replaced. I was advised by my personal technician that the computer was not even worth having any additional money spent on it and that my best bet was to call HP and see if they stood behind their product. I called today and spoke to Cromesh, who again advised that I needed a warranty for telephone assistance. When I asked to speak with a supervisor, he advised that he or she would only tell me the same thing. Naturally, I insisted and was placed on hold for 15 minutes only to be told that the supervisor refused to speak with me since my computer was out of warranty. At this point, I asked Cromesh for his name and the name of his supervisor he muted the call and refused to give the name of the supervisor. Cromesh kept proceeded to keep the call on mute, releasing the mute button periodically for over 51 minutes at which point I finally disconnected the call. I am appalled that this is the way that HP treats their customers. I am further amazed that HP keeps a supervisor in their employment who refuses to do his or her job and handle escalated calls as needed. Shame on you HP!

Company: Hewlett-Packard (HP)
Country: USA

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