Worst Expirience with HP Customer Support

Hi,

I purchased HP Pavilion Notebook 'dv2000' in January'07, during the April first week, i discovered some problem with the display of the notebook and sent the notebook to HP repair center, now on April 17th, I received a call from hp technical support suggesting the problem to be caused due the minor damage to display unit, and he suggested that this could not be repaired as my standard warranty does not cover it.

I explained to the agent that I was not made aware of this additional ADP policy, at the time of purchase, on this he mentioned that he could schedule a call with a case manager. Ever since then I have been trying to contact HP case manager in this regards and there is no response. Every single time after holding line for greater length of times and explaining the story to someone all a fresh, all I end up having is a confirmation that someone from HP will call me. Much to my dismay I was once even told that my case has been closed, and they have to open a new case, when I do not have repaired product with me, how come the case can be closed. It is virtually impossible to reach case manager's on the case manager help line.

In this process I have lost a great deal of work, business and my peace of mind. After investing multiple hours everyday, there has been no result which causes great frustration. I write this letter as my last hope from HP customer support.

1. I was not made aware of the additional accidental damage protection policy at the time of product purchase, I was always confirmed about my warranty.
2. It is virtually impossible to reach the case managers on the case manager help line number.
3. The case managers DO NOT follow the preferred time slots of individual and calls and their convenience.
4. I have incurred a great amount of business/work loss due to this delayed support.
5. I have found the HP customer support to be extremely passive in their approach.
6. I have completely lost my peace of mind in the process.

I would not recommend any one to purchase the HP computer products.

 

In HP's defense, warranties promise the device would be 'free from defects' for a certain amount of time and don't cover accidents. This is true of just about all products, from all manafacturers. Accidental damage coverage is a bit more like an insurance policy than a warranty in that regard.

That said, their service to you has been handled very well. You might want to try a different route (if you haven't already) such as email or chat. Also, trying to escalate while on the phone may help -- front line support people are sometimes just glorified phone operators (no offense to anyone out there, I did my time in the pit back in the day). You might have better luck with a supervisor.

I am curious though about the basis for deciding it was damaged. Do you agree with that diagnosis or do you feel that was a cop out? (i.e. "We don't know whats wrong with it, so you must have messed it up?").

 

I agree absolutely!! I've just been their latest victim:
http://forum.notebookreview.com/showthread.php?t=94407

I myself will never purchase any HP products again!

 

Or just use their 21 day no questions asked return policy.
HP has some pretty machines. But if you have any problems out of the box. Pack it back up and call for a return.

Don't let them talk you out of it. By saying things like. Someone will have to get back to you.

 

21 Day return Policy.
Note the open Box comments below has to do with software. Not hardware.

http://www.shopping.hp.com/webapp/shopping/return_exchange.do


Sun, Feb 17, 2008




Return & exchange policy


Return period
We encourage you to try out your products right away so that if there is a problem, you can return them before the returns deadline. We accept returns and exchanges for up to 21 days after delivery, except on opened boxed software and gift cards (except where required by law). After the 21-day period, you can get support for any product issues from HP Customer Care.


Credits
Credit for returns and exchanges is issued once we confirm receipt of the merchandise. Please be aware that your financial institution may take 5-to-7 business days to process your credit and have it reflect in your account.


Refunds
Tax (if applicable) is refunded with returns.



Original shipping and handling charges aren't refunded.



When you return items from a group of items purchased, the remaining amount spent may no longer be eligible for any discount you may have received (e.g., for gifts with purchase, free gifts, buying in quantity). If this is the case, the discount is subtracted from the price you paid for the returned item. To receive a complete refund, all items from the original purchase must be returned.



Before you return or exchange your HP or Compaq product


HP Customer Care provides easy access to expert advice on all your HP and Compaq products. We offer extensive service and support around the clock, in English or Spanish.

Visit Support & Drivers for on-line support, product information, and software and drivers
Contact us 24 hours a day, 7 days a week in English or Spanish via these toll-free numbers:
For HP products: (800)474-6836
For Compaq products: (800)652-6672
We reserve the right to verify that you called Technical Support before we exchange a product.


To process a return or exchange


We can only accept returns on orders placed with the HP Home & Home Office Store by phone or online. We can't accept returns or exchanges for items from the Parts Store, Small & Medium Business Store, or repairs.



To return or exchange an item, you must first get a return material authorization number (RMA) by calling us at (888) 999-4747.

We'll e-mail you a FedEx shipping label (we pay for return shipping).
Check your e-mail for the shipping label and print it within 5 days.
Replace the product in its original packaging and include all items that were originally in the box.
Remove (or cover) any original shipping labels and affix the new label.
Write in bold letters on the package: "RMA [your return material authorization number]".
Take the package to a FedEx location.
Note: You must return the product within 5 calendar days of the issuance of the RMA.



You can check the status of your return by viewing order status.



If you don't follow this process, your credit or exchange may be delayed, and you'll assume risk of loss and payment of return shipping charges. Do not refuse delivery or return the product without calling us.



For exchanges, we must receive your returned product before we will ship the new item.



Click here for APO and FPO returns.



If you're returning a TV, you must first call 1 (888) 570-6418, as televisions have a different returns process.



Recycling fee


In January 2005, California law began requiring collection of a recycling fee for laptop computers, LCD and CRT desktop monitors and TVs, and Plasma TVs; these products are hazardous and unfit for landfills. More information.




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HP are the worst in the world for customer support, they woudent even think to give you a replacement!

Once its bought you are stuck with it basically!!

I need a new battery but ow no, havent got the recipt anymore! last about an hour!

 

I purchased HP Pavilion Notebook 'dv2000' in January'07, during the April first week, i discovered some problem with the display of the notebook and sent the notebook to HP repair center, now on April 17th, I received a call from hp technical support suggesting the problem to be caused due the minor damage to display unit, and he suggested that this could not be repaired as my standard warranty does not cover it.
========================

So what exactly is wrong with the display? Quit being vauge and explain exactly what the issue is.

========================

I explained to the agent that I was not made aware of this additional ADP policy,

========================

So you did not buy a Accidental damage warranty, that's your fault dude, not HP's. If you would have read anything online you'd have seen that you can buy it so its your fault for not using your brain before opening your wallet. HP is not your parents and they have no liability to treat you like their child (honey, make your bed, honey eat all your food...dee dee dee).

I have no pity for you, maybe next time you'll think before you do something stupid. What's with these trolls lately whining about their poor choices? Take responsibility for your own actions folks.

 

Yeah I have to agree here...

WHAT KIND OF PROBLEM!!??