HP Responds HP Tech Support Message

[#1]

My Dad, a Marine for 30 years, recently forwarded me a link to a video of a soldier talking about his HP printer, and his frustration with HP’s support policy. He proceeded to demonstrate that frustration by taking it out on the printer.

Considering I spent a major portion of my life living on military bases, and a majority of my childhood friends are now in the military – of course I wanted to help. Unfortunately my father didn’t have any additional information, so I began to do some research on my own. Much to my delight I soon discovered that others inside of HP were working on this as well.

What we determined is that the video was originally posted in 2006. At that time HP did reach out to the soldier, and worked with him to resolve the issue. But the best part is that I learned HP provides free phone support for consumer products to all active overseas U.S. military personnel, even if the product is out of warranty.

For more information, please see the below video from HP's Community Support Manager Garen Thatcher. You can also read his post on the HP Support Forums.

[#2]

My husband and I bought an HP and after a year have had nothing but problems with it and your support is CRAP... They overcharge and are rude.  Finally we've decided we've had enough of the run around and got a new Kodak printer instead.  Keep your HP printers, I'll never get one again.

[#3]

Purchased a HP C6250 several years ago. The printer lasted just slightly over 1 year and then the firmware became corrupted and every time I went to print the printer threw up a message indicating the corruption. HP had no available fix and said that the printer would have to be sent in for repair however the repair cost was greater than buying a new one. Paid $129.00 for a piece of junk that lasted just beyond the warranty. Sounds like an HP scam to me.

That's the last HP we bought and since that time have only ever bought Canon printers which have proven themselves as a fantastic printer. Boycott HP garbage. 

[#4]

Well - it is a nice bone to through at the issue, but what else would a company who is competing in an industry as lucrative and competitive as the electronics industry is be expected to do? Good try at the customer appreciation angle, but nothing more than any other company would do. The company's you can really take your hat off to are the ones we don't hear about because they are dealing with issues as they arise in a responsive and respectable manner. My hat is off to those other companies and truly, my limited experience with HP leaves me feeling like they are not the best brand on the market nor do they offer the best customer service. 

Listen as critically as you read...it is all a form of attempting to convince the American public of the speakers/writers stance. 

Nat

[#5]

HP support is similar to that I have experienced sine both companies outsourced their support centers abroad, India. The tech have good enough English skills, but that is where it stops. Even if you are an IT Specialist requesting support for a warranty item, they proceed as if you are new to computers.

It is as if they (HP and Microsoft) are reading from a script and cannot vary from it. If you are not satisfied and request politely to speak to a supervisor the tech tells you the supervisor will merely repeat what the tech said. WOW!

When you search the HP website trying to find a contact number you talk to HP management in the U.S. you hit a wall. They only seem you to want you as a consumer to talk to the overseas support center. I live five miles from HP HQ and am tempted to visit them, but I expect a politically correct scripted response.

The HP support center billed my debit card for a backup service that I never requested and told the tech that. I explained my files were previously backed up. By the way. their back up service does not include any PST email files from Outlook. They will not save them for you. I had to go to my bank and file a grievance with them for unauthorized use of my card and agree to testify in court. I will as a crime was committed.

When I was in Irag in 2004 Dell Computers would ship us repair parts for the Dell computers we used. We also used many HP printers. When we talked to their support center in the U.S., at that time. I was told that they needed our street address with zip code. I explained Iraq did not have a zip code in place at that time. I also told HP that Dell sends us parts via FEDEX and DHL to the address in the Green Zone. They refused to provide parts for HP products until a zip code could be provided. That meant buying more printers at the expense of the U.S. taxpayer.

It appears U.S. multinational corporations are more about themselves than they are about the country of consumers that enrichened their pockets in their early years. But then. you learn that when you study International Business and International Relations in college.

I sent an email to the HP CEO and she never responded. I will not buy another HP product and I have bought many over the years.

Buyer Be Cautious!

When you buy. Check where the product is manufactured and where the support is provided.

There are many other options that provide quality support and appreciate your business. 

[#6]

HP products are total CRAP!

Never buy an HP product. They will not fix known problems and delay until the warranty expires.

[#7]

Support is terrible! I had a HP 4700 printer that stopped working wireless. I called HP could not understand him(my fault I'm hard of hearing). When I asked to speak to someone in the U.S. he hung up. This was in January. I called back 3 more times and was told they no longer make this product. They gave me a gift card, I added money, and brought a new printer. I cannot install the new printer. Called H.P. The person I talked to worked on it for a while and then said she had to hang up but would call back the next day around 9:30 A.M. I waited until 1.M. and left. She called back at 2:19 and said she would call back today late A.M. It is now ! P.M. no call. Anybody that wants to deal with people who won't keep their word HP. is the one for you!

[#8]

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[#10]

September 2010 to April 2012

DO NOT BUY HP! THEY HAVE PROBLEMS WITH THEIR HP PAVILION DESKTOP AND THEY WILL NOT STAND BEHIND THEIR PRODUCT!!!

I purchased an HP Pavilion desktop pc in August 2010 and since that time it has been a complete lemon. The HP Pavilion has good reviews and is the company purportedly has great customer service, but my experience is that the HP Pavilion desktop pc is a terrible value for the price. The HP Pavilion desktop pc is a lemon and customer service has been horrendous. I purchased the HP Pavilion desktop pc just to browse the internet and to work in Microsoft Office – neither of which puts a great deal of strain on any components.

Three days after purchasing and setting up the computer, it started shutting down unexpectedly. I would be away from my office and the HP Pavilion desktop would shut down when I came in to work. I would push the power button and it would immediately come back on in a blue screen, stating that my computer was shut down improperly and asking me if I would like to start in safe mode.

I called technical assistance for my HP Pavilion desktop immediately and over the next five months I spent over 50 hours on the phone with technical assistance for my HP Pavilion desktop, following their instructions to clean out the HP Pavilion desktop tower, remove the HP Pavilion desktop RAM and re-seat it, even wiping the hard drive of my HP Pavilion desktop clean and starting over. None of the actions repaired the problem, so I asked HP if they would send my HP Pavilion desktop in for repairs, but was told that they could not do so.

The following five months were just as hectic—my HP Pavilion desktop would shut down unexpectedly, I would call technical support and get nowhere. Finally, when my warranty was nearly up, I sent the CEO of HP a letter stating my problems, after which my HP Pavilion desktop was sent in for repair.

I received the HP Pavilion desktop back and hooked everything back up to it on July 26, 2011. Within 30 minutes of starting the computer and logging in, it had shut down again. The repair order said that the motherboard was repaired or replaced, but this has not helped the performance of the HP Pavilion desktop. The HP Pavilion desktop keeps shutting down while it sits idle and it has also been locking up while I am using the internet and Microsoft Word at the same time.

I called for technical assistance with my HP Pavilion desktop on July 28 only to be kept on hold for nearly 26 minutes after being connected. After that, I was transferred to someone else without even being told what was happening. The person I was transferred to was an escalation manager, but he told me that he could not help me at all with my HP Pavilion desktop.

On July 29, 2011, I received a phone call from a Keith in the HP home office who was disrespectful, rude, and would not even let me finish a sentence. I am not sure if he was having a bad day, but he did not identify what department from which he was calling—instead asking me what my problem was with my HP Pavilion desktop.

When I proceeded to tell Keith the issues I was having with my HP Pavilion desktop, he would not let me finish one sentence, interrupting me several times by talking over me and telling me what the standard warranty plan is instead of listening to me. I got frustrated and told him to let me finish a sentence, so he sat there in silence as I told him my issue and asked him if he could help me. He did not answer my question at all but sat there in silence on the phone until I asked if he was still there. He responded by asking if it was okay if he spoke now.

This is the most childish behavior I have had to deal with from a professional company ever in my life. I immediately told Keith to let me speak to his supervisor and he put me on the phone with a case manager named James.

While James did listen and act professionally, he was not able to help me in any way with my problem. I am so confused by this phone call because I was assuming it was to address the issues I have been having for a year with my HP Pavilion desktop but instead it was just to insult me. Nothing came of the conversation, except James emailed my escalation manager, Andrea, who was supposed to contact me by 6pm this evening concerning my HP Pavilion desktop. I never did receive that phone call.

On August 1, 2011, I called the HP corporate office number that was emailed to me from the CEO’s office only to be transferred without notice (I was in the middle of a sentence) to a non-working line or a line that was busy and I was cut off. I spent over 45 minutes on the line to the HP corporate office above to a man named Sambra who is yet again telling me that he cannot do anything to help me with my HP Pavilion desktop. Is there anyone at HP who can or will handle this problem with my HP Pavilion desktop? I am seriously starting to doubt it because I cannot receive a single email or phone call from someone who has the authority to help me since my case manager Andrea will not do her job.

HP has the absolute WORST customer support team I have ever had the disgust of having to deal with, concerning my HP Pavilion desktop, in my entire life. I have been trying for over a year to get someone to fix my absolute junk HP Pavilion desktop pc that I purchased. It took HP’s "award-winning" customer support nearly a year to getting around to finally sending in my desktop for repair, just before the warranty expired and to no effect. Again, through no fault of mine the proper item was not repaired--I received the HP Pavilion desktop back with the EXACT same problem.

After my fifth letter to the CEO of HP, a case manager, Susan, contacted me about my HP Pavilion desktop. She ordered another motherboard and sent a technician to my house to look at the HP Pavilion desktop. The technician came out and ran a bunch of tests on my HP Pavilion desktop and could not find anything causing the problem. He told me that HP has a good product and that it is possible that this specific HP Pavilion desktop has a problem that is unpredictable and that it may be a lemon. He said that he would state in his report that if the problem with shutting down happens again on my HP Pavilion desktop, that it should be replaced.

On August 22, 2011, the HP Pavilion desktop was shut down again. I called Susan, my HP escalation manager, and she told me that they would have to send the HP Pavilion desktop in for repairs again. I do not understand this at all—nobody can find the problem but I have to keep going without a computer. I am a graduate student and I cannot go without my computer for even one day—my job depends on my ability to get on a computer, do research, and write as well. When I explained this to Susan at HP, she said that this is the process for taking care of problems with the HP Pavilion desktop. I am at a loss for what to do because no matter what I do, HP will not stand behind their HP Pavilion desktop product.

I have a lemon HP Pavilion desktop and HP will not do the right thing and replace a defective product. Offering to send the HP Pavilion desktop in for repairs, again, will accomplish nothing. I tried for a year to get HP to send in the HP Pavilion desktop for repairs, asking them to do them over the summer when I was not busy, but HP kept dragging their feet and now I am in a position where I cannot win and cannot get help with my HP Pavilion desktop.

I explained this to Susan and she offered to extend my warranty by one year once the repairs are completed on my HP Pavilion desktop. Again, this does me no good—a warranty is only as good as the company behind it and so far HP has not held up their end of the bargain. I would highly recommend that you stay completely away from HP Pavilion desktop and HP as a company (August 2011).

It is now April 2012 and I am STILL dealing with HP and their junk HP Pavilion desktop pc. They will not stand behind their product and continue to tell me that once the warranty is out of date, they will no longer service the computer. Apparently Susan at HP did not note that my warranty was extended by one year on my HP Pavilion desktop. Do not buy HP Pavilion junk!!

Here is my HP Pavilion desktop information:

Model #: HP Pavilion p6533w

Product #: WW609AA#ABA

Serial #: 4CE0221D2L

Software Build #: 10NASUMW610#SABA#DABA

Service ID #: 033-011

PCBRAND: Pavilion