HP "Customer Service" - Laughable!!

This thread is for anyone thinking of buying a HP machine, as i did under 10 months ago.

I must say i do like their machines - A LOT! - they look good, perform well (as long as you get rid of the bundled crap pronto) and are well specced.

This is all very well and good until something goes wrong!

In my case the laptop would boot up fine, as would the screen if it was opened at either 45 degrees(ish) or 120 degrees(ish). If you tried to just open it normally at 90 degrees(ish) then there was no power to the screen even though the laptop itself booted up fine.

I explained this all to the HP representative and arranged for the machine to be collected, which they did the next day. I thought "at least that's that dealt with" - WAS I WRONG!!

A week later i get the laptop back. They have replaced the CPU, Motherboard and a host of other bits and pieces (although strangely nothing screen orientated). I turn it on and voila - still broke!

A little agitated, but understanding that everyone makes the odd mistake i get back on the phone to HP, they arrange to pick it up the next day and i tell them the problem again and add "it may only be a connector, but I don't really know about these things".

A week and a day later i get the laptop back, this time it has had a new Power Supply, Drivers have been re-installed and some componentry replaced...

...see a pattern developing here?...

...STILL BROKE! when i called them they asked me to do some troubleshooting exersizes over the phone which went something like this:

HP: "Madam, I would like you to go through the troubleshooting procedure with me"

Me: "Yes, thats fine but i don't understand what we can troubleshoot when the screen won't come on"

HP: "We need to troubleshoot before collecting your machine madam"

Me: "OK, what would you like me to do?"

HP: "Please turn the machine on madam"

ME: "I have done that, the machine itself boots up fine but i have no display"

HP: "What do you see on the screen madam?"

ME: "Nothing, there is no power"

HP: "Oh, so you have no display"

ME: "Yes"

HP: "we can't troubleshoot when the screen won't come on"

WORDS JUST DON'T DESCRIBE IT DO THEY???

Anyway, they collected again the next day and called me about four days later to helpfully advise me that there was nothing wrong with my computer and suggested that i called an alternative number and asked for a new AC lead and battery. A little flummoxed that they couldn't arrange this themselves i set off to get a new power lead and battery.

Another circular conversation took place in which i was asked to troubleshoot, i explained that they have had the machine three times and are probaly past that stage, i'm then told that i cannot be sent a lead and battery unless i wait to receive the machine back and go through the same pointless task i detailed above.

I finally loose my cool.

I explain that if i receive the laptop back, unfixed for a third time then i am entitled to a replacement under the terms and conditions of my warranty, however if they send a battery and power lead with my laptop and this does indeed fix the problem, then that would save them a great deal of time, hassle and expense. Finally i thought the message was getting through.

I lived in hope anyway, but my confidence was shortlived! The laptop arrived a week later, the battery a few days after that and then finally the power lead a few days later. Surprise Surprise! - SAME FAULT!!

A couple of rather frustrating conversations later saw HP offer me a choice of models as a replacement (but point blank refuse to refund), either the 1001ea or the 1020ea "they're exactly the same but one has Lightscribe and the other has Blu Ray" said the operative. I looked at the specs and chose the 1020ea (the better specced one in my opinion as they are not exactly the same at all).

A couple of days later the new model arrived, as i'm setting things up i'm thinking "i'm sure this should have......" and "aren't we missing........" Upon checking the box i realise they have sent me a 1000ea hoping i wouldn't notice!

I am now more than a little impatient but doing well to "hold it together", HP explain that they were out of stock of the 1020ea so they sent the 1000ea as they were.....wait for it......"exactly the same"!

I pointed out that no company gived different model numbers to laptops that are "exactly the same" and pointed out the shortcomings in the model sent. They reluctantly agreed that i could choose a model that was acceptable and they would sent it out. I chose three and they were all out of stock.

Finally they agree to refund and tell me that they would ring me back to let me know when they would collect the machine and then send me refund forms. I enquired as to timescale and was told that money would be refunded by BACS as soon as they received my forms.

They changed the story as soon as they received that laptop back! Now they say i need to wait till the 14th of November AND they don't think i am entitled to compensation.

I advise anyone to avoid this company!!!!

 

Sorry about your experience. Every company has its horror stories

All this for something as simple as replacing the inverter and/or inverter cable and/or coax cable, as I'm almost positive that was the fault... parts that cost less than 10USD to produce, combined...

Probably the big guys that devise the company strategy don't realize that hiring incompetent support and repair people leads to this kind of situations, where they lose up to thousands of dollars in replacement components, shipping, and man-work, in order to fix a defect that would have required only 10 minutes and 10 dollars worth of equipment.

Hopefully you get your refund soon.

 

Yup - i'm hopefull too!!

If anyone knows of a worthwhile replacement.......;o)

 

Welcome to HP customer service, it is the worst in the industry. In fact the only thing that keeps them where they are is, as you said, the machines are great as long as you don't have to deal with customer service.

Do a search and look up HP Case manager. get your issue upgraded and demand a replacement of equal or better value. Do not be afraid to go the small claims court route either, it has been done successfully by several people in these forums alone. It is a minor hassle but HP banks on the fact that a lot of people give up and go away. It's a really stupid policy because HP loses a lot more money doing business like this than if they did by just fixing the machines right the first time.

It doesn't help that they outsource their customer service to India and other 3rd world countries.

You are probably right, it is probably nothing more than a loose or worn connector causing the issue.

 

What is your budget and what are your needs? I will be happy to help.

Without knowing your budget or the intended use I can only give general recommendations, and those would be either a Macbook or a Dell. Dell's customer service isn't a whole lot better but they offer on-site warranty service which means they come to you to fix your notebook instead of having to send it in.

Apple's customer service is generally better because you can take it into the store and have it diagnosed right there in front of you, and if you need it for windows applications you can buy a copy of home premium and have several ways of installing it/using it on the macbook. You pay the apple tax of course but Apple's whole "experience" is designed for people who just want something that will do what they want without needing a lot of knowledge to do so. A new macbook is 1299, and the older non-aluminum model is is $1000.00. You can get a dell, depending on your needs for 700-1300.

 

I'm dealing with the highest point of contact and every machine of equal or better spec / value is not in stock!

It's not through lack of trying - driving me insane!!

 

I agree with E.B.E. put it down to incompetence, HP is a good company, but as the say goes “you're only as strong as your weakest link”, it really blows when you have to deal with such people.

Myself I would of asked for a better laptop and thrown in a few $$$$$ to close/Sweeten the deal. It would of been like getting a cheap upgrade and shown good will by you. (If life gives you lemons)

Good luck, I hope it comes good for you.

 

Hiya

I'm getting £950 back but wouldn't mind a bit of change for Christmas!!

The idea of a Macbook dosen't sit that well with me because i transfer a lot of files between home and office and am a little scared of conflicts!, maybe just a myth i could probaly be converted ;o) - Also, taking a quick peek at the range i'm not sure i can get much without a better budget?

Also, the Dell horror stories always sit like demons in the back of my mind screaming "Don't do it!!!"

I know i don't sound very open minded, i would just rather not have to go through this hassle again any time soon! lol

Thanks for your help, any advice gratefully received!!

 

Good Idea but TRIED & FAILED, refund really is my only option as EVERY decent alternative is out of stock with no issue date for deliveries!

 

Do you have an apple store in your area? I think you should visit one and take a look at the computers and visit with the sales/genius staff. They are very friendly and will let you play with the computers as much as you would like.

I think you will find that your fears about compatibility are for naught.

 

Living in West Wales we're lucky to see a real apple, yet alone a hi-tech computer store ;o)

Might be worth a trip to Cardiff - YAY, Shopping!

 

It seems this case is simply mishandled. You certainly have not been speaking to the highest possible person in the support chain.
I only have extensive experience with HP's business product support and they were spectacular. If you browse some past threads here, you'll see that HP's business support is much better than other PC OEMs, but I can't comment on their consumer support.