Warning- HP support is horrible!

I’m not trying to start a flame war or anything, I would just like to share my personal experience with HP in hopes some of you guys can avoid it in the future. This is how the story goes, I asked for the recovery cds (particularly the OS reinstallation cd so I can format) on July 3, 2006. After about an hour of debating, the guy asked his supervisor and he said it will be sent in 2-3 business days. I said fine, so I waited. After a week, I asked again and they said they were sorry and it will be processed again. Then another week went by and I asked and they said they ran out of OS cds. For a large company such as HP to run out of OS cds is highly unlikely. Then he told me the cds will not arrive until late October…wtf? They seriously want me to believe they will not get a backorder until October? Then they told me they would call me before 5:00 P.M. on July 21. Fine, so I stayed home and waited. Guess what, they didn’t call. So basically I wasted an entire day. They did not call until Sunday, July 23- when I wasn’t home! So I called back, to my surprise, the guy was extremely rude. All he kept on saying was that he can’t do anything about it because their quality department has no power- so what’s the point on having that department? So after a month of waiting for the **** cds, and after talking with them over 6 separate occasions, they did absolutely nothing. I keep hearing apologies from them and yet I don’t see anyone doing anything about it. Dell at least know how to satisfy their customers. Just 2 week ago my brother ordered his laptop from dell and he asked for the cds, he got it within a few days. And yet I have given HP over 20 days. By the way, HP online support is pretty retarded. The reason I wanted to format was because I wanted to clear all the junk software that came in the factory condition- the guy told me to press ctrl, alt, delete and select the programs and press end process . The more intelligent answer would have been go into control panel and remove it because ending a process in widows task manager would only start up again after a simple restart. And besides there are way too many junk software so that is why a simple format would have done the trick. They seriously call this running a company?! Anyway I also mentioned other problems that some of you guys may be aware such as the crappy keyboard on the dv8000t series (even the new ones with the geforce 7600). For example the shift, ctrl keys constantly loose signal input. They can’t do anything about it because they didn’t design it to be efficient in the first place. And a really noticeable problem is that my left arrow key sometimes gets stuck at the bottom. Overall, HP and their support suck. I will never purchase from them again and I will be returning this piece of crap soon. I just wanted to give a fair warning. Take care guys.

 

I feel sorry for you. Most of us havn't had this kind of problem before. Though my friend has had this problem with his Dell desktop a few months before when they said that his warranty expired when it still had 1/2 of year left. He said he''ll be getting custom pc's from now on.

 

oh such a sad and tragic story...

by the way, why did you asked them for those CDs where in fact when you can have them for about 10dollars when ordering a laptop.. i mean, did your machine did not come with those CDs?

i think when ordering a laptop, be sure those come with the installer CDs. those are only 10 dollars i think in HP, in dell i think those are really free... i think those are far more important things to consider rather than thinking of those 7200rpm drives and ram at least... hehee just my opinion

 

The keyboard issue is a pretty well known one.

As far as the CDs go.. you have to get them when you order the laptop! Otherwise you have to order them for an additional $10 dollars. I don't know why so many people decide to not get them, and then try to bully HP customer support into sending them one. HP customer support is not obligated to send you something you didn't pay for! After all, other people had to pay for theirs.

It's not just HP. Dell makes you pay $10 for a CD too. If you don't want to shell out the 10 bucks, use the recovery partition. That's what its for.

 

I would have gotten that extra cd for 10 buxs if they had that option the time i ordered it from costco. Right now they have it again but when i ordered it i specifically looked for it 3 times and didn't see it. When i asked the online support, they said they would give it to me free of charge, in the end they didn't do crap. I'm angry because they went back on their word. They constantly feed me a pack of lies so that is why i choose not to purchase from HP again.

 

If you ordered a HP from the website(not costco) you can option for the CD's. But for Intel based notebooks, you can option for the CD's, not AMD. (Now HP has changed it so for newer notebooks you can option the CD's on any newer model notebook(dv2000,v3000)

 

It is HP-policy that if you have an writable optical drive, they won’t send the recovery cds for free because you could burn it out yourself. I don't want to waste 21 cds or 2 dvd to burn it because because it would be useless since im not looking for a pc restore, i want a format. Doing a pc restore would get me back to where i started. Second, it was mentioned in the system recovery packet that came with my laptop that cds would be sent to people who do not have an optical drive. This means HP does have recovery cds ready to be sent out for those users and those users have the luxury to do a clean format and select individual software from the recovery disks that they want to install. And finally third and most important, people who actually paid more for the cd burner (like myself) are actually being punished. Which is completely stupid. Just because I paid more for the optical drive kinda screwed me over because they won't send the cds. regardless they just told me some BS that they don't have any cds left and won't get it until october.

 

Just a thought for you... If you happen to work at or know of a large institution which runs HP machines, they almost certainly have a huge stack of OEM discs sitting around. I got one from work today- they should be happy to give you one if you ask for the disc only, and no serial number.

I'm not 100% sure it will work since I haven't tried it out yet, but I don't see why it wouldn't.

 

I tried ordering the CDs after purchase and was told the price was $75. If you can get them for $10 after the purchase please order me a Media Center CD and I'll pay you $20 for it.

 

Yea i thought the exact same thing, but apparently they don't want to send me one. Whatever, it's their loss- they lost a customer. Both HP quality and their support sucks so I'm staying the hell away from them.

 

SuperkungfuI know what you mean. I just purchased a dv6000z and forgot to add the cd. Then days later I called hp to get one. They said I only can get one with a new machine. The supervisor offered me to $50 as a credit and no cd. So you know what I had to do to get one. I had to return my computer and order another one. I think they only have them in china