Anyone dealt with HP Customer Relations?

Does anyone have any good/bad experiences with HP Customer Relations they want to share?

 

all good for me, i've called many times and they always try to help as much as possible

 

They have always tried to help me. Normally I have already done everything though.
Tim

 

Dealing with tech support can be a pain because you are generally speaking with someone in India and most of them have strong accents and you have to repeat yourself a lot. They do try hard to be very helpful though. I've had good and bad experiences, mostly good though.. and in the long run, HP will make things right for you. They have for me a couple times.

 

The one time I talked to HP support I got an American. I am sure of it. I had no trouble understanding him. They just didn't have any other options that I hadn't already tried.
Tim

 

I have always had good luck with HP's support. Sometimes I get a person I can't really understand but they usually get through to me.

 

I have had same experience as others.....cant really understand accent, but they will try their best to help. The only complaint is sometimes things take quite a while to sort out, but this is just their protocall to start from the very beginning and go from there as they are not sure what steps you have already taken.


Now if they could just get americans doing this job, I would give them a perfect rating.

 

My experience with HP Customer Relations is this.

My 3 month old notebook has already had its display screen replaced twice because it has a very dim and low contrast screen.

Tech Support (TS) knows about the problem even though it is not documented in the official HP problem log. It is however, documented elsewhere in these forums, as well as HP’s own Business Support forums, magazine product reviews, and elsewhere on the web. On my third case referencing this same problem, TS sent my case to Customer Relations recommending an upgrade, presumably because they can’t fix the screen, and hopeful that a different model will be brighter and have more contrast.

Here’s where it gets interesting. Customer Relations’ first offer consisted of 1) Downgrading my 1024 MB RAM to 512 RAM, 2) Downgrading my 1.8 GHz Turion 64-bit processor to a 1.6 GHz 32-bit processor, 3) Downgrading my DVD+-RW to CDRW without DVD writer, 4) Downgrading my ATI graphics to Intel graphics. All while keeping the same display screen that is causing this problem in the first place, with no promise of rectifying the screen issue. I told them this offer was unacceptable.

The second upgrade isn’t much better: 1) Taking away the biometric fingerprint sensor I have become so accustomed to and dependent on, 2) Downgrading my 15.0” SXGA+ screen to a smaller lower resolution 14.1” XGA screen, and 3) Downgrading my ATI graphics to Intel graphics. I told them this offer was unacceptable.

As I write this I am waiting for their “final offer”. I am not expecting much. So far my experience of Customer Relations has been to entirely ignore my needs and the reason why this relatively new unit has been recommended by HP Tech Support for an upgrade. I have gone through great effort to explain the entire situation to Customer Relations including links and comparison screen photographs, but my efforts seem to be falling on deaf ears. Instead, Customer Relations is trying to railroad me into something that is unacceptable.

I’ll keep you posted.

 

I had to do an RMA with HP and it was an 'ok' experience. There was some hassle with get the laptop picked up and I had to call about five or six times to get it cleared up (and eventually go down to FEDEX in person to drop it off, which is a whole other story with its own set of issues).

Anyway, depending on what time of the day you call you will get routed to a different call center, either native English speaking or ESL speaking. Either way, the Tech Support was good to tolerable (although obviously the native English speakers were much easier to deal with).

 

I've used the tech support from HP 3 times and each time it was worse then the last. I would give it a 2/10. The people/database don't have a clue. Telling me to goto control panal and click on things that weren't even there. Even though I could get the jest of what they were telling me, due to being infront of a computer for 15 years, I really feel that the normal person with no/little computer backround would be left in the dark with the tech support provided by HP.

 

Customer Relations in my experience were very stand-offish with me. They were willing to take ownership of the elevated issue, but their support dropped off after the first two conversations with them. My QC manager promised callbacks on 2 different occasions for a status update and did not come through both times. It seemed like she tried to avoid me until my laptop was fixed by the Tennessee center, after which I wouldn't have a base of argument to stand on for possible reparations for the trouble I went through.

In all honesty, because of my horrible support experience with my dv8000t I will not buy another HP product ever again. Granted--after all the dust settled I ended up with a pretty good notebook *knocks on wood*, BUT--the absolute hell I went through to get to this point was unbearable and I refuse to go through it again with HP

If I have to buy a notebook in the future it will definitely be an Asus or a Sager, but I was always more of a DIY in the first place ( I've already "built" my new AM2 based desktop at newegg ). It's too bad I can't build my own notebook cause I'd do it in a heartbeat.

But never, ever again with HP.