Bad hp customer service

[CA1153690]

Where can I find a person who cares of hp problem with the India communication answering service. Hp is evading its responsibility of support to us american customers who don't speak hindi. HPs should compensate us for all the hours of down time. If anyone knows of a complaint # in the USA with real people that care about the product they sell please let me know. Sgt CAM USMC

[Angela Kendal]

Hi,

Rather than getting down to geo-political issues, could we just stick to seeking technical solutions, for which this forum is intended?

Inder, your problem of bad customer service has been recorded and will reach the right contact in HP to get it rectified. Thanks for bringing it to our notice.

rgds,
Angela

[CA1201633]

Is another phone number avail?
Thanks!

[Gary Cantwell]

Hi Bob,

The number is 1800 HPinvent (1800 47468368)

Cheers,

Gary

[CA1201633]

Thanks Gary, do you know if there is another number besides the service number? They are no help.
Thanks!

[Gary Cantwell]

Hi Bob,


all the available numbers & email are listed here:

http://welcome.hp.com/country/us/en/contact_us.html



Cheers,

Gary

[Ray Gilmer]

The difference in English dialects, combined with a very poor telephone quality connection, has made my experience very time consuming. When requested by the rep for things such as service tags and parts numbers, or even phone numbers, the rep got it wrong and we had to repeat the process (in some cases repeated twice) to finally get it right. No fault of the rep -- but HP is responsible for the poor com network.

On top of that, the warranty status for the equipment I called about was unavailable to the rep, so (after 45 minutes on the call) I was told to call back later.

Here's a technical support tip: HP should call the customer back. Or send an email?

The higher time management cost of these poor service experiences with HP products, when factored into the overall system purchase decisions, will work against HP.

[chenliliu1]

To Angela (hp employee) It's hardly a geopolitical issue when you continually get connected to a country for tech support and customer service where you can barely understand what they are saying. This is totally unacceptable and a complete waste of time.

[pamela ashton]

I second the issue here for poor customer service. I don't know what's happened with HP CSR over the past 2 years. But I have been on the phone for over 2 hours - on hold for over half that time and still no resolution. Instead, someone convinced me in order to get my problem solved I needed to buy a 2 year extended service for my laptop to the tune of 179.99 and then pay another 34.99 to get the wireless card working with my hp deskjet 460 (which was the original issue). Now I have explained my issue to more than 6 people tonight. Now I am asking for a supervisor for the 3rd time and demanding a credit, since my problem that I called about 2 hours ago is not only unresolved, but I am having to give out my information multiple times to multiple people. Who is running the show here? What is this? Take the consumer for all they have and then make them jump thru so many hoops they just give up and go to Geek Squad? I can't believe this. I will certainly be writing to the CEO of HP for this one. I can't believe this - now they are telling me that they aren't done trouble shooting the issue. They don't seem to understand - I am done with this whole issue and I want a credit.

[TINA TAMER]

I would like to add my support to this thread. My printer (for my business) broke on 8/20/09, HP Tech had no record of my purchase from hp.com on 9/5/08 & after 1-1/2 hrs on the phone with the tech, they told me to email a scanned copy & then they'd send a replacement machine. done. no replacement.

Called back a couple weeks later. 1/2 hr on the phone later, they said they never received the email & I should fax it again. done & re-emailed it. no replacement.

Called again today. After 1 hr on the phone AND the tech saying it was now out of warranty (!!!) and me freaking out, I am being told a replacement machine will be soon sent out. God, I hope so, I am so tired of wasting my time dealing with this.

I really really doubt I will be buying another HP printer after this & I've had some incarnation of an HP for 15 years. Real bummer. HP's tech support has really gotten unbearable lately, and don't get me started on their answering machine for the phones. AARRGGHH!!!!

[johnita grogan]

I contacted HP about viris issues on my computer. They scanned through my computer and saidmthat I had over 300 viris's on my computer which they cleared off. After that My computer would not hardley work. it took over 10 minutes to even turn on then another 5 minutes to get to the internet. Which my computer even with the viris's on it did not do this . it came on just fine. So the next day I called back and they did the same scan , this did not help my computer at all. but I was stilled charged $59.00 for their efforts. I installed Norton and they found several Viris's that were Trojan, and were very severe which HP did not clean out. I then called HP. and was told sorry we cannot help you , and we cannot give a refund of my $59.00, because they said I had to pay for their efforts to try to fix this problem. I was not aware that you can charge people even if they can't do the job that they were paid for. I will never do business with HP again, and I would advise people to think it over before they do.

[lynn fusaro]

This is the worst tech support I have ever dealt with. I purchased a brand new printer with the snapfish app which is suppose to let you upload photos to thier website directly from the printer. The printer keeps saying there is no internet connection. So I called tech support. The 1st time was on hold for 45 minutes and nobody ever picked up and I gave up. Called back the next day, spent 2 1/2 hrs on the phone, most of that time on hold, and they could not resolve the issue and had to schedule a call back for the next day at 10:00 am. Never received the call so at 10:20 I called once again. Another 40 mins on the phone only to be told that the call was scheduled and I should be receiving it within 15 mins. I asked for a supervisor but he was unavailable. It is now 11:25 and still no call, still no resolution, and still very unhappy with the whole experience. I will probably be returning this printer for a different brand. Too bad, HP produces good products but without the support to back it up it is not worth it.

[Vajith V]

Hi,

Sorry for the trouble.

Could you provide more information about your issues:

Product number of your unit:
Case number:

Thanks & Regards,
Vajith

[Edric Wang]

I 101% agree with you about HP customer service ...

I had to called about 10 times (cannot even remember exactly)just to replace a broken AC adaptor. I was so furious by that.

Each time takes me about 45 - 90 minutes, and in most cases I had a really hard communication with the rep.

It is incredibly awful.

[Keith Vogt]

I don't even want to get started about my problem with HP's horrible customer service - it makes me so mad when I think about it. Let's just say that if HP's server goes down when you are trying to order (for the first time ever no less), and then when it is functioning the next morning with $20 tacked on to your shipping charge, just be prepared to be told basically that it is your fault for not getting your order in before their web site goes down. Chatting with sales doesn't help and I even got chatted back from the agent that she was getting annoyed by someone at work, obviously meant for someone else. Supervisor couldn't, wouldn't change the shipping back - it's been 3 days since e-mailing them and no response. I bought the computer out of fear that something else with the price would change, because I was told several times that "prices can change at any time". then basically the agent said "bye", didn't ask if I was done, and discontinued the chat. Thank goodness I have a printout of the conversation - I will be looking high up on the ladder of HP to show exactly what we have to put up with when dealing with this company. Hoping nothing goes wrong with this thing, as I don't want to have to deal with them again, but that's what you get when you don't employ US citizens, no pride in what you do.

[Mitzi Ramirez]

So true, I've had the worst HP experience. I bought my computer and 2 says later I had a problem starting my computer. I spend 5 hours on the phone trying to fix the problem then 2 another day trying to return the computer than an hour another day and two hours another day because getting RMA numbers because they kept giving me fake numbers that would not show up on fed ex. I'm so tired and angry at HP and their service

[Thickrichard]

Is there another customer support number I can call and get someone that speaks a little better English?
I called the HP customer service when I was having a problem with your HP tune-up. I could not understand the technical service rep I was on the phone with. I lost all confidence when I could tell she was reading from a script so I hung up hoping I would get someone better. I ended up getting someone worse. I would suggest trying to get support that speaks a little better English to your already frustrated customers. I just wanted to voice my concerns. The worst customer is the one that walks away and does not say anything at all. I will take my experience with your customer support into consideration when I buy my next computer. Needless to say I will never call you customer support again until you come up with a solution! I talked to the Best Buy salesmen and he said he hears this all the time about HP.
I hope I do not offend anybody by this email. That is not my intent. I have two HP computers and about to buy a third. I have never had a serious problem with either of them. I like your product and would like to stay a customer.

Sincerely Chris.

[BobV365]

I also have had a bad experience with hp's technical support people. It may be cheaper to outsource to India, but it certainly isn't better! My complaint is that they don't speak english well, so I have a hard time understanding them. And they also don't seem to know the hp products. They simply read from what appears to be a script. It is the most frustrating experience ever. Getting help with an hp product should not be that difficult.

[Donovan Dinger]

I've had all the same issues...has a failed Hard Drive directly out of the box, had to let them know the options I have available to get a warranty repair done buy directing them to their own HP website; repeating information multiple, multiple times; asked me to call back when they had computer problems; talked with their supervisor after the third ridiculously difficult call and having the supervisor say the only way to get any corrective action is to escalate the issue but I HAD TO CALL BACK TO SEE IF IT HAD BEEN ESCALATED YET!!

HP Ticket # 8036333389

[Paul Dolan]

Let me just add to the commen issue. I also had to endure up to almost two hours of a three minute task on the phone via India. That said, I managed to get my call transferred and set up an in-home appointment to change out my mother board, though my call was the second call I have made, over a month period, regarding my failing raid drive issue. I was told I had two separate issues and that HP does not handle two issues at one time. I would have to set up another appt. for the raid drive. the tech that came to my house and said it was a raid drive issue not mother board. I explained that is what I called about, twice, raid 0 failing issue. He changed the mother board and ordered the new drive and told me to back up my data before they change the drive. Well after he left, I could not get the PC to boot up..... and I could not get the tech to return my call about this.... the new tech for the raid drive will be here tomorrow..... lets see if he can get things right... so far I am very, very un happy with HP and there customer service.... . customer service should be a priority for HP should a customer have problems... This down time is costing me money. I do have back up PC's but none can do the quality work I need done like the one that has crashed can do......

[Louise Maso]

I just got off the phone with the "customer NO service" with 2 different people who stated they were in India.
OMG HP get a grip,route the US calls to your US phone centers.
The 2 I spoke with were RUDE and wanted to discuss how the other CS did. I want my laptop fixed, not a therapy session. Besides the fact that it took repeating the numbers and my name until they got it.
I have 2 HP laptops and an HP printer THE LAST I WILL PURCHASE. I will not pay for a product and be talked to - or ignored on the phone like that again.

SHOW YOUR SUPPORT AND DON'T BUY HP PRODUCTS UNTIL THEY CHANGE.

I will post this on every website I can. I am that mad.

[Richard Arsenault]

HP, it bothers you when the truth is told?

Obviously what this user is saying is 100% true and your little corporate self-serving denial mechanism is not going to change the fact that HP has designed their call center to drop calls and avoid service to save HP money.

Go ahead and deny this, because I know you are "very very especially sorry for the inconvenience and the time this has cost you."

But, TECHNICALLY speaking (satisfied?) why do I have to repeat the EXACT SAME thing to he person 200+ times in a two hour call?

You know darn well that if these were Americans answering you could not possibly afford to waste 2 hours of labor repeating the exact same questions again and again and again and again and again and again and again. again and again and again and again and again and again and again again and again and again and again and again and again and again.