Poor customer service from HP after speaking with Jason

I placed an order for a new HP DV3T laptop. I used my Bank Of America American Express Card to order. B of A authorized the charge and HP sent me an email saying it was declined. I called B of A and they said that they had approved the charge so I called up HP and asked them why my charge was denied and they say said that my credit card was denied. I ran the order through again with my B of A AE and it was denied again. I phone B of A furious this time and they say both charges went through and I could see them on my B of A online which I did. Even more furious now I phone up HP back and after finally being placed online with a Supervisor the supervisor tells me that the Bank approved the charge but they denied the charge Because they were unable to verify the card and some security questions I said I could answer them for her but she said that she had to get the bank to answer them I called up the Bank again and the Supervisor offered to do a 3 way call and clear the issue up with HP, she phones up HP and we get connected to Jason who is a Supervisor at HP and he says he can't do a 3 way call with me on the phone with the Bank along with him. I told him that we needed to clear up what ever security questions that HP had and he said he was unable to do so.


This is beyond F U C * E D!! I canceled my order and won't be buying from HP again. Their customer service was beyond poor. The bank Supervisor was also really surprised with their poor customer service on the phone. I mean ??? What else do they possibly need? My card was approved, they had me on the line and they had called B of A before and then had me and B of A on the phone!!

PS: If any management positions at HP are reading these forums to follow up on their customer service they need to follow up on their poor customer service from their supervisors. I can post my order number here if required as well and post a copy of my credit card approval charges which were authorized by my Bank.

 

you can definitely get HP to give you $50 off your order for this hassle. at least.

 

there are actually a couple of people on here if i am not mistaken that works for HP...good luck

 

You really don't want to deal with their Award-Winning HP Total Care ... not worth the $50 you might save ...

 

you know.. i hear that from people for just about any company.. i'm happy with all of my hp products.

 

Some must have been lucky I suppose but for me this was my first time ever buying a HP laptop and they just lost my $1545 business due their unfriendly service..

 

i would try to get a case manager and maybe you'd end up with a crapload of free stuff. that's what i did.

 

LOL at this situation. What kind of company refuses a customer's purchase? Is incompetence a requirement over there?

 

I kid you not, I was very surprised at this myself Retail sales are hurting these days and they get an order and turn it down At the end of the day it comes down to the people working for the company and in this case it showed that Jason just didn't care whether or not this order went through for HP

 

He was the Supervisor in charge for orders. I'm not going to run around and kiss their A S S just to take my order. If it were my company I would fire that guy and hire someone that can process orders rather then turn away orders.

 

not guaranteed at all. I worked with case manager Shawn for 3 months to find a replacement for my DV5 laptop they couldn't fix. Custom build DV5's no longer available so I had a choice between getting DV5SE (hate the Mac replica) with Intel integrated or go with DV6 - design I hate. So I decided to see if we can find me refurb DV5. After 2 months of waiting we finally found one that meets my needs. The week later after my replacement supposed to be shipped I received a phone call from Shawn with apology that it was sent to someone else ). One more months of waiting and Shawn tells me that he is getting a new job and the next week would be his last week. So I got a new case manager Allan who wanted to close the deal right away. Anyhow he offered me money back and I shipped my laptop to them (they didn't even provide a box - good thing I kept the original box). Today I called to follow up on the status and guess who answered the phone? Yeap, it was Shawn. I guess he decided to stay after all (5% salary cut). From my personal experience I can say that HP's customer service is far behind Dell's. Though I do like my DV5 (I have 2) and going to get another one.

 

i also went through an issue with hp. i placed an order and my bank denied it because of the limit on my card..so i resolved that issue and tried re-ordering several times and each time HP failed to verify billing address (on my credit card) however HP still froze the funds in my account. so i had to go through this process numerous times of talking to HP which would then contact my bank and confirm the billing address and then send my bank a statement saying what i was attempting to purchase and why it was denied so my bank can re-lease the funds back into my account.. My bank even confirmed the billing address over the phone to the hp rep but still HP couldnt not confirm billing address when ordering from the creditcard.. i called numerous times HP and each time i was told that the Faxes would be sent by the next day or within a few hours or what not ( a bunch of different stories).. untill recently it took a week for them to send the damm fax.. and it wasnt untill today that i finally completed the purchase through my paypal account. (ivve been trying to order since may 20th and only now ive managed to get through)

 

Speaking of funds being frozen, mine were frozen twice and HP said they were not while the bank said they were approved and the charges had gone through while HP kept saying it was just a pre-authorization Bank tells me they went through and I see them as having gone through on my online account but HP says they didn't

They also said they were unable to verify billing address No wonder companies lose money these days. If I had clowns like that working for me I too would be losing money and not have orders being processed.

 

I had a similar experience as well on the 22nd. I was denied 3 times and called my bank 3 times. It ended up being an address issue (I live on a new street that is not yet recognized) but according to HP it was a fraud protection decline from my credit card company.
I'm nervous about how many times I will be billed, but of course they guaranteed me only the one time. Holding my breath!

As for canceling your order, I understand your frustration. Did you only talk to "Jason"?... I figure we all have "clowns" in every business and if this were the company I was working for I would be embarrassed he represented us that way. I however wouldn't discredit the entire company over one a****** clown. I hope you have better luck from where ever you decide to purchase your new computer.

 

Yes, it's a funny/infuriating story, but that is NOTHING comparing with HP horrible post-purchase customer service.
On the other hand, the hard working Chinese manufacturers do, occasionally, build good laptops for HP, I agree. You just need to hope that it won’t break before you buy a new one.