hp customer support: happy or mad?

I have not had any trouble with hp's customer support. I was just wondering how many of you guys had bad experiences with them, and how many have not? Feel free to tell us what you think of hp.

-MATT

 

Two thumbs up for me. HP FTW!

 

yeah we both voted for them, but one dude had many problems... wat the heck!!!

and i just posted this thread like 30 seconds ago and i already have 2 more votes! lol

 

I've had some pretty big problems with my desktop. They fixed it ASAP. Notebook has been great.

 

aw crap another person voted against hp....

now its tied...

 

Well.. i have to vote against the cust care just because those Indian really don't understand Simple english! I was asking regarding about vista and he keep asking " Sir, what kind of Vista are u talking about!"... Duh! I'm proud of having a good hp machine but not proud of the service at all! so... yeah.. negative vote there. Sorry matt

 

HP is good!

 

They answered quickly, shipped quickly, and fixed quickly. 100% satisfied.

 

4th hp/compaq laptops in 4 years, so far so good. If I don't get a good vibe from a support person, simply hang up and call back later.

 

I've had good and bad experiences. My zx5000 died because of tech repair center's incompetence, but so far my nc8430's going strong. My only real complaint was when they replaced the LCD screen (pixel defects and they fixed it quickly...a big plus) they forgot to send the little "Compaq nc8430" decal that was supposed to be fixed to the LCD bezel. Now my computer doesn't have a name...sometimes they can't pay attention to the details.

 

I've only had good experiences with the customer care except for some problems with the representative's understanding of English which, for me anyway, was never been a huge deal. Also the e-mail responses within an hour are great, I rarely ever actually call unless told to.

 

No problems at all with their Support.

A+ service.

 

Their chat support is really good. I always use that because i don't like talking on the phone (i'm only 13)

 

I'm 17, and I still don't like talking on the phone. Probably never will.



And I too have used I've used their chat support, and I love it. Got everything taken care of, and the techs were always curious and knowledgeable.

 

Despicable. Please see this thread for details:

Unacceptable Business Notebook Warranty/Customer Service

FYI, I have still yet to receive my replacement unit. How it could possibly take HP, a company that sells millions of notebooks a year, over a month to repair a notebook, and over two weeks to provide a replacement unit, is completely beyond me.

 

I'd consider myself a pretty solid IT man (UNIX Engineer), which naturally makes me the worst possible customer for customer service, because I typically believe I know everything (fortunately life has a way of humbling you)... sortly after I bought my first laptop (HP Presario x1030) the wireless networking stopped functioning... I went through everything I could think of... in the end I plugged a lan cable in and opened a chat section to hp's tech support... I was really impressed with the service... they never once type lol or rofl (my wireless lan on/off switch was set to off)

 

LOL a month? It took them 7 weeks for me.

Plus everytime I've used that online chat, they didn't know what the hell they were talking about!

 

I have had bad experiences with the Indian support. When I talk to them, they just tell me things to get me off the phone. They don't really understand the problem and you have to explain it 100 times before they will help you and by that time I have been on the phone for over an hour (being on hold not included). The Corporate Case Managers are the ones that really help you, they actually speak ENGLISH and you can understand each other.

Edit: When you disagree with a support agent, they will hang up on you. Least they did to me. They said I would have to pay $130 to fix the repair centers mistake and I said that is asinine. The support agent said good day and hung up.

 

Ironically, my troubles seem to stem as much from the US-based repair techs as from the India-based support reps.

My experience with the support reps has basically been me repeatedly explaining my issue, them suggested generic troubleshooting and then asking me to send it in.

The US (Memphis, TN) tech's first swapped in a mobo with an activated TPM so that I couldn't even boot past the HP splash screen (not even accessing the BIOS setup). Then when I tried to send it in again they kept sending the boxes to the wrong address (the empty ones) since I was at home at the time and not yet back at school. As a result I have 3 empty, unopened laptop-sized boxes from HP sitting under my dorm bed.

They are sending me both a new Bluetooth module and Windows XP Pro install discs (at no charge) and without any question. All they're asking is that I send them the BT module that I'm pretty sure is defective.

 

thanks for the feedback guys! looks like there are mixed opinions...

 

looks like only 8 out of the 22 voters have had not problems...

any other voters?

 

Phone support is bad, but Live Chat is much better. I called phone support, to find out what is the price i would have to pay if i didn't return my hard disk within 10 days. I waited 30mins and still did not get the answer i wanted. I later used Live Chat and was out with the answer ($675us!!!)in 5 minutes!

 

oh cool ill have to try that next time

 

They most likely just made up a number!

I had problems with the mics/audio card in the last notebook I had. Online chat told me to install a 3rd party recording software. They said it would fix things for VOIP! They just don't know what the hell they're talking about, so they make stuff up or disconnect!

 

Very true. When you ask a phone support person and they don't answer or say can I put you on hold, the question you asked is not in their script so they have to make something up real quick.

 

lol thats funny.... yet sad and pathetic...

 

I have a feeling there is somewhat of a bias in the voting.

Seeing as a lot of the posters here come here due to a problem with their notebook, and perhaps stemming from bad support they may have received.

Not saying HP has perfect support, but that could explain some of the 'increased' problems.

 

Heh, true.



It seems a lot of people understanding the techs sometimes, which is understand able.

I don't have any problem understanding them, but then again, my dad's from India, so have some experience in understanding the accents.

 

i also noticed some "scripted" kind of talking when i called them... hmm...

lol

 

Yeah, they do that.

Even with the technical chat, you can tell they're following a script.

I don't mind, since they've always helped me with any problem I may have had, so...

 

It would be interesting to know what kind of support was used: online chat, phone support, case manager, mail in repair, repair success or failure. I've never had a problem with tech support via chat or phone. They always try to be helpful and polite even if they don't really know what they are doing and following a script. The one time I got a support person in the U.S. he spent hours on the phone with me to help fix a problem HP created after a mail in repair. This guy was a total genius, worked with him on the computer for 9 hours, problem solved. When given a case manager after my 2 month old notebook had chronic problems HP was unable to repair I was treated with the utmost disdain by HP, it was downright sadistic. I was always polite and calm, willing to cooperate and resolve any difficulties, never lost my cool. Still under warranty and problems not resolved.

 

@ubatz
I agree that the outsourced tech support people have always been very polite and tried to be helpful, even if they clearly don't know what they're doing.

It's the people in the US repair facilities that keep screwing me over (they shipped bad system board with the laptop and have kept replacing them with faulty ones, and never quite fully reassembling the case properly to boot).