Hewlett-Packard (HP)
Recovery disk order unfilled after two months due to wrong address

Dear HP,

I made an order online for a replacement window recovery disk 2 months ago and still don't have it. My money been taken. Phone call to HP support for so many times already too.

It is a hassle going through all the answering machine every time requesting order id, phone, address. Then only to have to repeat it to the service representative. After all that I got a reply this is not the department for it let me send you to the right one. An hour later I finally found out they had the wrong address. I ask them to change the address. I though that would take care of it but after 2 months and repeat phone call and changing my address 4 times to the same address I still don't have the CD. The reason I don't have the CD is because they still have the wrong address. The customer service apologize for the inconvenient but this is not an just an inconvenient after so long and so many issues. When ask for a supervisor, they are not available or on another phone line. It is not worth it for me to buy HP product if this is the level of service I will receive. I need the laptop to work, HP is wasting my time and my money.

In the end I suggest HP get a phone number for each of their department. There is a limit to cost cutting, cut it too far and your service level fall significantly. It is a huge hassle to try your luck with the answering machine. 2nd I suggest HP get a better record system so it can keep a log of changes to the customer. 3rd I suggest bringing back the support to the US or just hire more people. It does not help when a frustrated customer is speaking to a heavily accented Indian who is following a script. 4th get some more supervisor.

Hope this review help in some way because I'm about to quit HP all together.

Sincerely

Frustrated Custome

Company: Hewlett-Packard (HP)
Country: USA

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