HP support services. The worst?

Hello guys,

I've fallen in love with this HP dV5220us and would really like to buy it (from HP.com around 1100USD before tax and after rebates). Now i've heard horrofic stories about the bad HP support service? Can you verify that?
I opt for the 3 years express limited warranty and it's important to me that I get the support I need in case something does not work.
PLS. comment on this and if you want, let me know whether a HP DV5220us is a good choice? (I have to decide between Acer5102 and HP Dv5220us).

thank you,
christina

 

I think HP is, like other large companies, kind of hit or miss on its support. Sometimes you will get great support and others not so great. It just depends on who you get when you call. Anyway, I would recommend that you go to the "What Notebook Should I Buy?" section of the forum and fill out the FAQ that you see there. This will enable the experts on the forum to give you a good recommendation that you should be happy with.

 

There are people who would say, HP service is horrid and cant do squat in terms of service(Your out there ). But as HP is a massive company and lappyhappy stated, big companies sometimes tend to lag. The notebook your talking about, the dv5000, is a decent notebook with a nice feature set, but the newer model, dv6000 has come out and might be worth a look aswell.

 

To be honest and I am not bashing the India Support Center but if you get a US support center(Seattle, Fort Collins, Texas) they will be more helpful and care a little more about your problem.

Edit: The US support reps will actually talk to you while you are waiting also, so you don't get bored waiting for your pc to do what it's doing.

 

Hello Eric06,
interesting inf you've got.
So it's not true that there's only the India Support Center but there are also some others located in the US?
I am not afriad of saying this (no matter how much I'll get criticised from others for it) - I am NOT a fan of Indian support centers at all. That applies to more than laptops...usually the people overthere don't care what's happening here...and why would they? Most of them cannot even imagine what's going on here as I am not able to imagine what kind of troubles are they facing.

could anyone answer this one as well:
say my HDD in my DV5000t blows. What happens then? What it the exact procedure to get it fixed and how long would it take?
btw. Eric, why did you go for the DV5000z instead of DV5000t?
thank you for all your input,
christina

 

Every company will have horror stories about support even apple. Truth is the larger the company the more horror stories you will hear, example Dell. another truth is you will hear more about the horror stories than the good ones so it may sound like there just all bad. I had a issue with HP and wasnt able to solve it at the time because i was reformatting they gave me a case number and called me 3 times within the next 2 days to see if i had solved the problem. They were dedicated on the followup call to make sure everything was good.

 

If you call early in the morning or so you might get lucky and get the Seattle center. Online support is out of Texas. Fort Collins is the main support center so I am not sure if they take calls or not. There might be a center in Canada too but I am not sure.

When I had my 4800 laptop I called in and they sent me a new harddrive and I had it by the end of the week.

I chose the 5000z because I wanted AMD and it was cheaper. The 5000z had a little bit different offers than the 5000t did when I ordered about 4 months ago.

 

HP iPod support was in Canada. The accent gave them away.

 

I've had great luck using their online help method...in fact I've used it several times for sales inquiries and also warranty questions and each time they've come through solidly. I've gotten connected with someone within 10-15 seconds and I typically have my questions solved within a couple minutes. I for one like their support.

 

I just dealt with the HP service to repair my dv1000 notebook, which I dropped, and after dealing with that service and the repair quality, I am an HP customer for life. I was connected to the Call Center in India, but had no trouble understanding the reps. They were friendly, polite, and easy to work with. All it took was a 20 minute call, and they shipped the box to send my notebook in.

The repairs were 100%. Gave me a bigger hard drive than what I had, and a DVD burner, over just a DVD-ROM/CD-RW drive.

So I myself recommend HP. Their service, products, and customer support is all 110% in my view.

:hp:



- Jon-Michael.

 

dropped laptops are covered by HP's warranty??

i've also had good experience with HP. bought my dv1345 in pakistan. it broke down in manila and HP philippines replaced the entire system board.

 

This covers drops and etc..------1-year HP Accidental Damage Protection with Express Repair Extended Service Plan for HP Pavilion and Presario Notebook PCs.

http://www.shopping.hp.com/webapp/shopping/product_detail.do?storeName=storefronts&landing=&category=esps&orderflow=1&a1=Products&v1=Notebooks&product_code=U4822A&catLevel=2

 

If you have the Accidental Damage Protection Service Plan, like Eric said, they do.

As well as power surges, spills, and I think a few other things.

 

i bought the hp dv9xxx series which i have to say RULES both in looks and config... but sadly somethin happend to the wireless adapter so I sent it in for repair and its been 15 days so far and i have no idea when im gonna get it back ... and yeah even tho im Indian I have to say the Indian Support Center sucks... the guy i was taking to "john" damn chut was so friggin rude.. i was like "it wouldnt hurt you to be a little polite"...

anyway id jus like to know whats the max number of days it would take for the damn service creeps to return my laptop... rite now i dunt even care if i get it fixed it or not i miss my super cool laptop

 

recently, I am particularly disappointed. I used to receive great service. I sent them over 10 e-mails over 2-3 months period, but NEVER received replies.

Remember this: their laptops are good, but with bad customer service

If you think you can look after your laptop properly, then its OK to buy HP, but if not, and you think you'll likely to rely to customer service, get another brand.

 

Here's my experience:
http://forum.notebookreview.com/showthread.php?t=94407

Conclusion: never buy a HP laptop unless you know how to fix a laptop on your own!

 

This being NBR, I suspect you can take any criticism of customer service with a grain of salt as all manufacturers get similar complaints about customer service and you SELDOM hear people post good experiences when they do get it.
As such, I posted my recent good experience with HP in a thread here:
http://forum.notebookreview.com/showthread.php?t=215937
However, it doesn't generate much response, which also lead me to believe the problem is with HP US because in Asia-Pacific, HP has one of the best (if not the best) support facilities. I've never had them trying a script reading approach on me, but I do explain clearly the problem and what I've done, then get them to replace whatever is broken. It works perfectly that way. I have not had the chance to try HP's US customer service if it is indeed as bad as mentioned here.

 

The reality is... all customer service lines SUCK , not just HP. They will make you go through circles and delay things . All big companies will have this problem. Unfortunately on some countries the repair service are also horrible too. Combine them both and you get a nightmare horror story

It might have something to do with the cheap prices over there? HP cut down on support.

 

Ive always had good experience with HP support. I thnk they got 3rd best behind Asus and IBM on a review i read. which is pretty good. Thier online chat is always wonderful, while dell, it takes 10 mins. usually in wait time, hp, your sually instantly connected, the most ive ever waited is 2 mins. also, while dell support, if you dont have the pc and serial # with you, htey wont help you. HP on the other hand will. Ive done it twice. Once without even having the notebook (saying i did). phone too, wait time isnt bad and pretty helpful, besides that you cant understand them.

 

Owned three HP laptops (well one was a Compaq, but this was after HP bought them). I've never had any problems with HP's support. They were helpful and nice. The only time I've been annoyed with them was when they kept setting the 8510p release date back. I've also never had any problems with Apple or Lenovo.

 

Some people get horrible service, some people dont.

It might be related to HP staff not trained properly. You call one, doesnt solve your problem. You call again and everything goes well.

Just the other day i called up my internet company to upgrade my internet to adsl2+ and was having issues. One idiot nearly got me buying a new modem cause he said my modem was faulty and i needed a new one. I called again 30mins later and a new guy did was push a couple of buttons over there and Sync'ed to my modem and fixed!

 

I spoke to 6 people this afternoon from HP. 2 were online chat reps that did nothing but give me phone numbers that were equally unhelpful. The 4 people I talked to on the phone did not appear to understand me and appeared to get a bit testy with me whenever I tried to clarify myself (calmly).

The issue was related to the supposed "free printer" with computer purchase rebate (offer X055), and the fact that the printer they sent me with this deal does not appear on the rebate list (Deskjet D4260). The rebate center could only tell me the printers on the rebate list (which I already knew), and other CSRs could only send me to the rebate center. Not the most fun afternoon I've spent.

 

ive been on the phone with sales in india, while i cant give u any info on the CS there(hopefully never will have to), i can tell you that their accents have improved drastically. 3 years ago it was 4 times worse than apu from the simpsons(no racist), now its really good, id say 90-95 percent understable.

 

I always have been with HP for my personal stuff. Support has always been great, smart, fast, efficient.
The only time I really had a problem, my HD died a week before the end of the warranty, I called them, and the day after, I had a new one delivered at home with a pre-affixed return box for the defective HD.

At work, I have been confronted to Dell's customer support and I think it was so-so. Sometimes horrible, sometimes like ok.

The worst one though in my experience is Sony. Simply put: there is NO customer support from them!

So go ahead confident with HP.

 

wanted to throw in my two cents. I had the same experience as sjordi. My secondary (data) hard disk died this morning. gave me a SMART error and told me to back up my data because a drive failure was imminent. after 5-10 mins on the phone with customer support, i have a new drive en route to me and i'm expecting to receive it in two days. Thank god I didnt have to ship my laptop anywhere to have it repaired.

 

My own experience has been terrible. I was promised a 3-7 business day repair for a defective LCD screen. After 8 business days, no one could tell me where the notebook was -- I had to give them the Fedex tracking number before they would accept the fact that it had been received by HP. After a total of 15 business days, I would told would be returned to me by the 22nd. After a total of 20 business days, I was told it would take another 3-7 business days to get repaired. Of course, no apology or explanation has been forthcoming and talking to one representative in the evening I was told "Sorry, my english not so good." I had a similar issue when I first purchased the laptop about a year ago. A repair which was supposed to take 3-7 business days took over a month (!); eventually they simply shipped me a new laptop. I get better service at Walmart.

 

I know these posts are a way to let off some steam.
But I would suggest taking a few minutes to send your comments to HP and the Better Business Bureau.

http://welcome.bbb.org/

Hewlett-Packard Company
3000 Hanover Street
Palo Alto, CA 94304-1185 USA

After spending the last three months trying to get problems corrected with my $4000.00 HDX. I had written a letter directly to HP and opend a case with the BBB.
About two weeks ago. I received two phone calls from HP and one of HP's Case Managers. With all kinds of apologies for my troubles.
Just yesterday the case manager called me back, That's right, he called me and once again with apologies, then told me the solution to my problem is just one signature away and he will call me back Tuesday. Can you guess what the solution is? I don't want to say until I'm sure. I may jynx it.

I was also told over the past few months the CM's are becomming overwhelmed with many problems. HP is investigating why the amount of case numbers are increasing and why they are having to add case manager positions to handle these cases. This means HP is having to spend $5,000 to $10,000 plus salary and perks, looking for new people. This, may help to wake them up to the support problems we are all seeing from overseas.

This may not help us right now with our problems. But the more letters and comments to HP we can send to both HP and the BBB may help to wake up HP and get these issues fixed for future purchases.

I wish the best of luck to all of us.

 

Hello,

Some HP customer from India please do mention your experience about HP after sales customer service in India .

I was thinking of buying a new HP laptop in India but since no one is mentioning their experience with after sales customer service in whole of this forum Im thinking nobody buys HP laptops in India

 

I have bought a laptop HP on may 2007, Model DV2315NR The laptop is in warranty.
First time the laptop had a wireless issue and I have sent in service to HP on December 16th and they sent it back on December 24th .
The second time it was on January 9th , this time I sent the laptop in the service because the motherboard stopped working. They sent it back on January 21th.
The third time the laptop has the same problem with the motherboard, I sent it to HP and they sent it back on February 18th.
The forth time the laptop stopped working with the same problem like last time and I’m sending it right now, probably tomorrow February 26th.
HP service didn’t offer me a solution, the keep saying that the laptop has to be repaired indefinitely even if I need my laptop to work with and the laptop stays more on service than my house.

hp - the worst nightmare

 

You are entitled to a replacement now as they have failed to fix the computer 3 times

Talk to a case manager to escalate the matter and demand for a replacement

 

The case manager refuses to replace the laptop. I don’t know in this moment what to do next.

 

Since I've complained some here, I suppose I need to put in a (somewhat half-hearted) good word. Made a number more calls to HP customer support and finally got assigned a Case Manager. I was told that the replacement part -- a 15.4" screen -- was still on backorder. Of course, the previous Friday I had been told the part had arrived -- I have to believe something else was going on. Anyhow, he offered to send me a replacement 8510p since they had no idea when the part would eventually come in. I accepted the offer and took receipt this past Friday.

On starting up the unit, one thing became apparent -- this screen has terrible light leakage. Unless you're dead-nuts on center, the right bottom quarter of the screen is flooded with light. At this point, though, I give up. I've I tried to get this screen repaired or replaced I'd probably be another 1-2 months without a computer.

In short, I appreciate the effort by HP customer support over the last week; however, since making this single purchase last fall I've received one computer with a buzzing backlight, one computer with a failed DVD drive (which I switched with the working DVD on the buzzing laptop) and the leakiest screen I've ever seen. Can't see myself buying an HP again.