Customer Service: HP vs. Dell

I was thinking about getting an HP dv6500t but the reseller rating for HP is horrible. Is their customer service that bad? Is it really worse than Dell's?

Thanks!

 

Resellers are those that resell the computers, if you buy directly from HP, they have really good customer service. Except HP's seems to be composed of alot of Indians

Dells is good too, they are just a hassle sometimes and makes you go through alot of hoops

 

Depends on who you talk to. I have had no issue with HP support whenever I had to call in but if you talk to someone else who has had an issue then you would probably hear the opposite story. This is the same case with any major manufacturer. Support services are outsourced and pretty much depends on how good a rep you get on the phone line.

Also reseller ratings will not give you the full picture when it comes to customer service since disgruntled people are more likely to vent rather than people who have had good service.

 

HP's customer service and build quality is terrible.

I've had two HP notebooks fail now in one way or another. My first was an HP dv5030us. It had numerous problems throughout its life and then the motherboard failed. It took HP multiple times with the system to finally realize that the motherboard was indeed failing. This was after having my system, again, multiple times and doing a lot of cosmetic/physical damage to it in the process.

My second system, a dv6345us that was a replacement for the other, has also had a failure. The DVD drive died. Who knows what else I am in for with that system. I wouldn't be surprised if the motherboard on it failed around the 1 year mark just like the previous system. Oh and the screen hinge was becoming loose as well. I noted that on a letter I included with the system when I shipped it out today.

The customer service is even worse than their build quality. The only way to get someone located in the US is after you've spent hours on the phone with Indian tech support and had your case escalated to a "Case Manager". But even still, the entire "Case Manager" team does NOT speak English as a first language. They all have very heavy Spanish accents which makes you wonder if HP has hired legal immigrants or not.

If you buy HP, you have to cross your fingers and hope that the system comes in perfect working order. If not, you're in for one wild ride.

On another note, Dell's systems are usually a better value. You can't find an HP system with a GeForce 8600M GT in it. For the same price from HP you get a much lower-end 8400M GS or 8600M GS (also lower end) on the 17" model.

 

Dell's CompleteCover warranty is unbeatable. Outside the US, it is unmatched by any other manufacturer.
From my experience, HP's customer service is OK, but not as good as Dell. However, HP builds better hardware.

 

hp customer service people try to make you buy so many extra crap lol

 

Yeah, those salespeople really need to stop trying to get you to spend your money. It's so annoying when they hype their warranties and accessories. It's not like that's their job or anything.

 

I've dealt extensively with both, and I'll take Dell over HP any day of the week. And HP's "marketing"? I had to call tech support to find out how to stop the computer from giving me popups every hour asking me if I want to buy an extended warranty from them ... mind you, each time I click no, but they kept asking. As it turns out, you have to manually delete this hidden program from your startup menu. Geesus-K-Rist, built-in adware from the mfgr??? FU, HP!

 

I'm not trying to say HP's people beat Dell's (honestly I don't have enough experience with Dell) and while I generally manage to avoid dealing with reps (I like my B&M retail models - get a service plan through the store ) I've owned HP products for years and the rare occassions where I've needed to call HP I've always had a satisfactory experience. Techie support over the phone is just a pain in the butt in general

I always feel bad when I hear about the kind of problems that people like SauronMOS seem to have but (and I'm not calling you a liar!) I've never had an experience like that at all with HP.

 

Hi,
HP tech. support for business notebook are very suks. they do not even have that knowledge in what they are doing.
All what they do is read the troubleshouting book on their desk and answer you without thinking that they are not answering the question or problem you have.
I have an nx9420 notebook that first i got (2 mnths ago) i setup vista 64 bit as version to install. I got a power failure 4 times in less than 5 minutes so i got the blue death screen and every thing was dead.
i called hp tech support, i waited about 47 minutes waiting till they router the call to the right person. After i told the situation i was told to call and order a recovery DVD for my notebook OK!! I CALLED them and they charge me $19.00 for it and i make sure to send 64 bit version.
the next day i received the recovery DVD (cause i paid for it!!!) So i called them and wait for about the same time as before and give case# so they told what i need now! i said installing the software to recover my pc.
as soon as i start the computer with windows from HP at the 3rd page i saw tow recovery partition with windows partition I TOLD THEM WHAT I SEE they answer was to delete them and do clean installation i told them i wont do it without reason they insist to do this or i hangup.
i started argueing and same time i stop working and turned off notebook takeout harddrive and installed it into my pc (while i was argue) and told ask her for a bit time to recover myself (in restroom) [i lied] to gain time to backup recovery partition.in 11 minutes i did it with my desktop help.
then continue installing vista/
when installation done the version was 32 bit not 64bit. how this is crazy!!!!!!i ask her that i ask for x64 not x32 she answer me that there do not support it and 64 nerver been supported from them.
The problem started from that time and still now waiting for a response but no F!!!!king response.

I will never recomend HP because the that and the shouting they did to convince me that they never support x64 thoose stupid tech. support from india dam they.
i hate hp and i will buy 3-4 laptop from ibm or Dell for my family.
This is my story with HP tech support from india usa canada they all the same **** **** **** .

thank you for your time m8.

 

hp tech is fine, except for the fact that
hp online chat and hp technical support (phone)
sometimes give contradictory answers

 

I can only share my experience from buying and returning Dell Precision M6300.

Sales - all right, I managed to negotiate a few pounds less for the the laptop and the guy convinced me to buy a 4year complete care package which is the best deal on the market.

Tech - I wasn't satisfied with a screen, they replaced it on the next day. Not only I could have easily got through to the
technical support (in Ireland - I live in the UK) but they also called me (even twice a day - rep & supervisor) to make sure my issue is resolved.

Customer Support - as I wasn't satisfied with the replaced LCD I decided to return it. Because of the panel replacement and tech consultations I exceeded 7 days return period (business) but they kindly allowed me to return it. They picked the laptop the next day, on another they confirmed
I will receive a refund within 3-5 days. I received in 2 days and a rep called me to confirm everything is fine afterwards.

Can you expect more? I don't think so.
I am currently looking at 8710p but I will miss Dell professional support.
Great email exchange too. And now you can ask them to call you.
They have really improved their customer service.

 

Just to share my experience with both (been a heavy Dell users) recently just brought HP 8710p from HP (1st experience with them)... I live in AP.

Dell support been great from Sales to Support and never let down to me so far.. using quite alot of them in office and home.. (typing now on my good old inspiron 8600! ). respond is fast and could easily reach the right person to talk to. Been hearing how bad their service is but never been able to compare till recent encounter with HP to confirm their service quality (personal opinion).

For HP, their sales team is ok (at best) while slow in respond and offer very little options (seems nothing customizable from their pre-configured option!). Their technical support (phone) is terrible.. or not up to my expectation. (the tech guy does not even know 8710p! (OMG) when i called). Built quality is certainly good and above average (but my 8710p was delivered with scratch on lid already!!!)

local customer support is nothing better (polite though), taken me for a ride to visit their service center only to retell the whole story! over and over again.. (the tel representative don't seems to know anything but ask you to go down personally, even after you insist them making sure with their tech support or whoever!) and their solution is always to buy new parts! Nothing negotiable... "that part is standard" PERIOD! (when web specs says options).

spending ~5 hours over at their service center. good service (must say the CSO been really polite) but not really know much about computer! all their front end staff know nothing..but still very polite.. (believe me, they dont even know laptops do have pointing device other than touch pad! )

Also, please check HP return policy, not every country has that! mine do not! (since they send me something not up to my expectation wanted to return but was told they don't to that here! HP? ). ended up paying for the parts that i want (buying new! with some discount after you insist and bang on them! but at my traveling + office leave + time!). pay the price and get what i wanted only to find HP engineer missed to fasten some screw on my laptop.. (a joke?). left a massage (and was promise a callback) only to recall them another day.. (very passive here!)

If not for the great 8710p built and specs..(8710w is sky priced here and got tired with Dell M6300 design from M90) i would not have experience all these with HP. Will have to re-consider HP for next purchase.. HP built great machines (agree with all) but only if they hire same level staffs.. .

Prices varies by reseller and not in control of HP. (kind of mix and match option by each reseller and HP will not care!) comes across some online store's better offer but when queried on HP sales, they cant answer and even doubted those offer (even after sending all the necessaries for their verification)..
Dell (to me) is by far more superior in system configuration options and prices (I even get price different back after purchase for some) and their customer service / support is superb... active.. they calls you! at least..

Thanks but above is only my personal opinion though..

 

I can't help but suggest you look at some of the coments from the C-Net review comments Dell's customer service is far from being good. Tech's and customers that I have ran into that have used them state thier customer service is poor and they have to wait long times for assistance and even then have many problems resolving issues. That is not to say that HP is perfect either. However you can call to H.P.'s executive office in the U.S. and get help or if you purchasse your computer via Costco they will give you H.P. service and if their techs can't fix it they will connect you with someone in the U.S. at H.P. and they will both work on the problem with you.

 

Consumer Reports seems to rate the two almost the same. PCW rates HP worse than Dell. "Worse" as in like 2 points though. I'd say they are neck to neck in the Tech support race.

 

Dell was recenty sued in NYC. I also heard that HP was considering bringing tech support to Atlanta; don't know, but that will be seen.