IS HP Consumer Support really this bad?

http://forum.notebookreview.com/showthread.php?t=249826

....or is this just a case of "most people only post negative experiences and rarely do people post positive experiences"?

 

You can't believe everything you see. Honestly, I think more people complain than admire. Since people who complain want their problems read about, they feel it should be announced to the world. I have only had good experiences with HP. You very rarely hear someone comment HP or any of the other companies. I guarantee there are more happy customers than unhappy customers. After all, you cannot make everyone happy. That's a proven fact.

You shouldn't base your judgment on a post like that. Everyone who has problems will come together and reply with biased remarks, which I think is unfair.

If you read some of these posts, you'll see HP tried to help. The consumer just didn't want to take the help. HP made a mistake in one case and took a while to acknowledge it. However, they offered to give a replacement and the customer refused. He would rather take pointless legal action that is time consuming and a waste of additional money.

I read that entire post and I just see people who aren't taking the right course of action. I guess in a few of those, I can see it from their point of view. It's really up to however you interpret it.

All in all, it's your gut feeling. I've been a happy HP customer for at least 5 years now.

 

Well said.

It comes down to YMMV.

Most people have good experiences or when things initially go wrong, end up better off. A minority have horrible experiences as with any company. Sometimes they exacerbate their own situation and sometimes they just got the short end of the stick (i.e. a chain of bad CS reps.)

When a company goes bad in the product reliability and customer service area, their sales suffer. Look what happened to DELL just 2 years ago. Now they're #2. HP's sales have steadily climbed for a number of years now. So much so, they are the #1 computer retailer in the world. Let's see how long they can hold that spot.

I'm a somewhat new HP consumer. I've used their printers for years now but recently bought a bunch of HP computers. I've had nothing but great service and reliability out of these units. 2 HDX's and a TX2500.

Prior to this I was a DELL customer. Didn't have any problems with them, still use them and received great customer service even during their so called "nightmare" phase when they switched to Indian CS reps. In fact, I received even better service after the switch.

The key to receiving good customer service is to remember that the person on the other side is a person like yourself ans should be treated accordingly. Speak to them as you would want to be spoken to. Get them involved in your problem by making them want to take ownership of the problem.

 

Yes, they are that bad.
They cracked the case on my laptop during its second visit, and it took them two more weeks to repair the damage.
The hinges are still floppy, but I'm stuck with that problem until the extended warranty expires...

 

This is a prime example of it. People don't know what to do and just blame the company.

Call up and have your case escalated. Case managers will help you. As Mr. 2.0 stated, treat them as you would want to be treated. Being hostile just makes them more defensive and less compelled to help you. Would you want to work with a person that is rambunctious and overly aggressive?