Comments on: Continuing Customer Service Disasters by Hewlett-Packard

By: Lorraine

Lorraine — Tue, 25 Sep 2007 18:48:07 +0000

Contact number for HP case managment is 877-917-4380 ext 94

By: Meitar

Meitar — Wed, 20 Jun 2007 20:37:25 +0000

Hi Lillian. Good luck in your quest for better HP service. You could theoretically try calling the number I was given for Iano, but that didn’t help me much, and I’m afraid I haven’t got any better contacts than that. I posted the phone number for his office in my post, above.

By: Lillian

Lillian — Wed, 20 Jun 2007 00:00:08 +0000

June 19, 2007
I bought a new A1620N media center desktop in Jan 07, and it hasn’t worked correctly since it came out of the box. It has been back to Tx two times for repair, and I was sent and installed a new hard drive for a total of 3 hard drives.
Computer won’t even boot up.

So far I agree with all that comments here. I have received NO phone calls from HP, I can’t understand their support people, the “direct line” is direct to whoever is available. Email support just keeps saying “you will get an immediate call back”…so far this time it has been a week.

I did find this site on http://www.my3cents.com that is a link to Mark Hurd CEO. The man who posted it suggests being short and concise and polite. And that it may take 2+ weeks to get a call back from someone in Corp. He also suggests making it clear you will not buy anymore HP products.
This is the HP Link: http://www.hp.com/hpinfo/execteam/email/hurd/index.html?jumpid=reg_R1002_USEN

I sent the email to Hurd on 6/14, and have had only an auto
response.

So far, I haven’t felt like spending hours on the phone. I think my big mistake was telling the last real person I talked to that I wanted to return the computer and get my money back. That probably sent up the flag, so now no one will call until the warranty has expired.

And to add insult to injury, I am an HP stock holder thru gift, I would never buy more stock or HP products after this experience.

Has any one found a number for the U.S. where there is an English speaking American, who can understand and actually take care of these problems?

By: Meitar

Meitar — Fri, 08 Jun 2007 03:51:31 +0000

I’m not surprised I’m not the only one to have had this experience. I hope you get your issues resolved as soon as you can, and that other’s heed these warnings about HP’s inept customer service.

By: David Brown

David Brown — Wed, 06 Jun 2007 23:10:10 +0000

I’m currently experiencing HP’s ‘total LACK of customer care’ right now. The technical issue is a zv6000 laptop that for the last 4 months has consistently malfunctioned catastrophically. But the professional, customer service issue is their total callous, never call back, attitude in dealing with me. The concept of customer service is unknown at HP, they are NOT a company to be trusted.

It did not used to be like this. 10 years ago I had a problem and not only was it resolved quickly, but I actually got a call from Lew Platt!

HP is a company who prides themselves on creativity, it says so on their corporate logo. Apparently not all inventions are good ideas, as whoever created the ’screw the customer’ ethic has definitely got it wrong. They don’t even deserve credit for inventing the concept of ‘we don’t care’. Take a look at American auto companies, but you better look quickly, as the ‘we don’t care’ attitude is a big reason they are disappearing from the corporate landscape.

By: Jackie

Jackie — Wed, 03 Jan 2007 01:42:20 +0000

By the way, did you ever get a direct number for a supervisor? I would like that info if you have it. Thanks. Jackie

By: Jackie

Jackie — Wed, 03 Jan 2007 01:41:34 +0000

I feel your pain. I found your web site while sitting on hold, and looking for an avenue to file a complaint with HP. There isn’t a way to complain on their web site, and I have been sitting on hold for 45 minutes now, to try to speak with a supervisor. I don’t know if someone is actually trying to find a supervisor, or if they just put the phone down and walked away. Probably the latter.
I have spent over 3 hours on the phone today, and I still haven’t gotten someone to help. After dialing the number for the first time, and speaking with a recorded call director that asks questions about your trouble, then sitting on hold for 20 minutes, I finally heard the phone ring to a technician. After no response, I asked several times if anyone was there. Finally he responded. It must have been his time for a break, however, becasue after giving him my name, etc, I had the funny feeling there was nobody on the other end. Sure enough I was talking into a black hole.
I put that line on hold, just in case he was coming back, and called from my 2nd line. This time, after sitting on hold another 20 minutes, I received James, who I had so much trouble understanding, it was pathetic. (The first guy never did come back.) I called the number for the US, so I expected someone who could speak English. Silly me. I had to ask him everything he said several times, and got progressively aggitated. He was adamant I give him my phone number, as this was supposedly how they tracked repairs. I told him I would not give him my home phone, as it was unlisted, but would give him another number. He was insistent I give him my current home number, and I told him if it was only used to track repairs, it should not matter to him what number I gave him. He hung up on me.
I called back, and after another 20 minutes on hold, received a woman I could actually understand. Unfortunately, even though the automated call-director confirmed I was calling about a printer, it sent me to the laptop department. She took all my information, saying the phone number was critical, because is how they pull up the report history. She did not have a problem, however, with me using a number other than my homne number. She told me she was transfering me directly, so I would not be on hold a long time, and to give them the phone number when they answered, as this would allow them to pull up all my information. Again I sat on hold for a long period of time, and Bruce answered. I again had a difficult time understanding him, and he said he could not pull up the information with the phnone number, but that I needed a case number. Excuse me? I asked to speak to a supervisor, and after being on hold another 37 minutes, I called back from my other line. Before I was answered, he actually came back on the line, and told me a supervisor was not available. He then asked what the trouble was, and after explaining it to him a dozen times, (not an exaggeration,) he said he needed to consult his manual. I sat on hold for over 30 minutes again before he came back and informed me he needed to forward me to someone more knowledgeable, as he did not know how to fix the problem.
After being forwarded yet again, I again found out that he had transfered me to the wrong department. This would be comical if it wasn’t wasting hours of my time. Again, I had to give all the information, including name, model number, serial number, repeating it several times, because NOBODY SPEAKS OR UNDERSTANDS ENGLISH!!! Each time they asked me for a case number, and each time I told them nobody ever gave me a case number. I have been pulling my hair out,
Again, I needed to be forwarded, and again I got someone who was going to TRY to help me, but was not the specialist I was supposed to have been transferred to two times ago. Could this be any more ridiculous??? I am still sitting here on hold, believing that this is a total waste of time, but something inside me refuses to give up. It is a quest now! I am bound and determined to find ONE person at HP technical support that is not totally incompetent. The guy I am speaking to now is even harder to understand than the others, and I have explained the same thing to him at least 20 times now. He asks me questions I cannot understand, and now he tells me since he cannot figure out the problem, it is under investigation, and I need to call back after 24 hours. CAN YOU BELIEVE IT? I know this should be a 5 minute fix, as it has to be a simple software problem, but I have only gotten to speak with idiots. I am ready to pull my hair out.
The last technician I spoke to transfered me to the “superior tech”, as he called it, but again I was answered by someone I could not understand. When I asked him if he was the technician who knew about the Phontosmart D7360, he asked me if that was a printer. That did it. I HUNG UP! I have spent 4 1/2 hours on the phone, and never spoke to anyone that had a clue. What a gimmick. I will not be purchasing any more HP products….EVER! Jackie

By: torie

torie — Fri, 22 Sep 2006 04:24:05 +0000

I would’ve written a much, much meaner letter, possibly in blood. You are entirely too polite. My customer service experience has taught me that the angrier and more insane you sound, the more likely you are to get a complete refund. I wound continue to send them letters, continue to phone and email them. Eventually they will just want to shut you up. Also, go higher up the tree–find out who Iano’s boss is, and if he won’t help, who his boss is. An AVP isn’t going to want to deal with you and will usually just tell his secretary to give you whatever you want. In my experience.

Good luck…! I’m so sorry about all this. God, what a nightmare.