hp's service department

i am thinking about getting a HP laptop soon and i am wondering how good is HP's customer service compared to the other manufactures? do they usually do a good job of fixing the laptop is it is needed?

 

no they are as half-assed as every other manufacturers service.

im just saying to be prepared for horror stories. Everyone gets different experiences but HP seems to hire monkeys for tech repairs (eg. Replacing wrong parts & using a crowbar to open the notebook)

 

I've had good luck with HP's business side.

 

HP's business line gets better priority and support. Mainly because they might get sued by large companys lol

 

^^
Businesses are people using business notebook are a huge source of income for HP, so naturally they want to treat their biggest customers in the best possible way.

Same here. No complaints on the service so far.

 

then what happened to your laptop in the other thread. did it ever get fixed?

 

HP part store is also suck, I bought a HP notebook at Futureshop in Canada, I wanted to order a harddrive bracket for my notebook, I called HP part store in Canada, Do you know what the lady told me? " WE DO NOT CARRY THIS , YOU CAN ORDER IT ON EBAY,THET TOLD ME TO ORDER THEIR PART ON EBAY!!!!! LOL!

 

Their customer support is horrible. They have morons picking up the phone. As for there hardware support, I'm not sure. I usually fix that stuff myself. I had 1 problem once with my ac adapter jack and they fixed it rather quickly when it was under the warranty...

I just got an email the other day saying my vista restore cd's were being sent to my house. Had an order number and everything... Funny thing is.... I never called and requested them hahah...

 

Another thing to keep in mind while reading through here is that people who have had bad service are more likely to respond than those with good service.

 

Still waiting for the HP technical team to get back to me. They will probably call on Tuesday or Wednesday.

 

I remember calling HP one day, and the quality of the call was just plain horrible. Like..horrible, on top of the English with an accent, I couldn't understand anything. >.<

But, I've had success with HPs chat service online. It's actually pretty good.

 

Then I guess you haven't spoken to T-Mobile's customer service. Like some other big companies they have their customer service base in India. So yesterday I spoke to a female customer worker, obviously with an Indian accent. She was very polite and helpful but the way she was speaking was an issues. For the first time in my life I wasn't speaking to a human being, she was talking as is everything that came out of her mouth was said according a script, ans she was speaking very quick as well, making her sound more like a robot or the guys spitting the disclaimer in car insurance commercial you hear on the radio in the USA.

 

I agree, I think the on-line chat is a MAJOR improvement over trying to understand some of the phone techs.

 

I find HP is fine with support. And online really helps because they speak at a million miles an hour on the phone.

 

I've had both good and bad experiences with HP support - one experience was so good that I couldn't believe it (HD went out on a 6 mo old laptop & they came and got it and brought it back a few days later - all fixed).

I think this is true of every company out there. A few years ago I had the CD drive go out on a dell laptop (my very last Dell anything, ever.) I had even paid extra for an extended, come-to-your-house warranty (something else I'll never do again). I couldn't get past the moron in India who insisted that I boot the laptop using the diagnostics CD! And yet I have friends who insist that Dell has great tech support.

I think it's just like anything else in the world these days -- you pay your money, and you take your chances. But for what it's worth, I've had way less need for tech support with my HP products than with any other company I've done business with. I don't know if this is just luck or an industry norm.

 

they suck so far

http://forum.notebookreview.com/showthread.php?t=347497

 

HP is ok. i like angelia, even though she takes forever to call me back.... women....

 

Same here.. I had a small software issue the day I received my laptop but they were able to help in the end. This is one area where I believe Dell exceeds in setting higher standards for their Indian personnel to have decent English dialect. The problem with dell is your more apt to get something that has a crappy screen or engineering design flaw then you will with a HP. I only had to call HP once whereas when I briefly tried to resolve issues with a dell 1420 I had to call Dell a dozen times and in the end sending back two notebooks (the original and replacement) for a refund. IMO HP personal line is probably still the best value for the buck but definitely comes with sub par support. But in the end, their hardware and design is a step above dells personal line and I felt I would rather have better hardware then improved support.

No amount of superior support is going to fix a crappy screen or sub par speakers. This is what I finally realized when trying to deal with Dell. My advice is to buy an HP and to burn test it hard for the those first 30 days and see if anything fails. If it does, quickly send it back for a full refund. Never try to have them fix it (especially if they need to open it up) when your in those first 30 days. Your best chance is to try to get " a good one" from the factory from the start as they say.

 

I would never wait for the lower level techs to get back to you. I would just call back in or start a chat. The chat will allow you to have everything in writing. Just remember to always right down case or ticket numbers that they give you.

 

I didn't use their phone support, I used email instead and just listed out all the issues I was having. It's not worth my time to wait on hold or verbally explain over and over to someone when we can't hear each other clearly over a phone. Anyway, they responded to each of the points in my email, one saying "for this you should try a BIOS update" and then "for this you will have to send the notebook back to us to investigate". Since the machine was overheating, all I wanted was to send it back to them in the first place, so that suited me fine. They said to backup the hard drive, but since the machine was hanging I just said "I'm going to remove the hard drive before sending the machine back" and there was no hassle. They FedEx'd me a box with prepaid FedEx shipping to send them the notebook. I boxed it up, dropped it off, next day it was at their repair facility, the next day they sent it back to me, and it was working fine. So, pretty happy with that.

One interesting thing - after I sent them my first email, I received two emails from them, that were replies to some other customer. I tried to reply to them saying "I think you sent this to the wrong email address" but never got any acknowledgement on those. So there's something flaky in their customer tracking software.

But still, overall - email wins over phone support.

And to the guy commenting about T-mobile - my god that's the truth. Unfortunately with them, after I wasted over 3 hours in the span of several days and multiple calls with them, I also sent them 5 emails and none of them ever got acknowledged. *That*'s my definition of crap customer support, they totally suck.

 

totally agree with this, when i have to call them when my orange broadband crashes, i am already frustrated by pressing the numbers as i already know what will followrobot like speaking (wondering when are they breathing lol) speaking too quick, so you dont even have any chance to reply or say anything, sounds like she is reading her script from the papers, and hardly to understand, when trying to follow the instruction have to ask 3 times as they dont tell you first do this and than they wait for you to do it , but they say everything once, you do first step than you ask them what to do next they repeat all the procedure again / so you pick up the second step/ , than you ask again what to do next -again all the steps and so on
nothing against any race or nation, but they should train them little bit more in conversation , how to speak more understanding

 

I don't trust their online support after trying to fix a simple driver issue on my aunt's laptop (the dvd drive somehow had its driver deleted). I guess it was a few years back, but it irritated me quite badly. I went on the website, no available drivers for the optical drive, it had a link for assistance with locating drivers, and took me to their online tech support. I explained the issue, they told me it was the obvious that the molex cable from the mobo to the drive was rotting.

They told me to send it in with $800 to replace it. Nevermind that it was still under warranty! If it was just a bloody molex cable, I could replace it myself for $5. This was absolutely ridiculous for a one month old laptop that my aunt bought for $500. I ended up consulting google, which directed me to the proper driver, problem solved. I no longer trust HP online tech support.

Has anyone else noticed that online tech support seems to more be robots over actual people? Nearly all the responses are scripted... like one person is working on 10+ online chats, and a little automated messanger is helping them out. "I'd like to help you with this question. Please be patient". Then you get an actual person for one response, then back to automated.