HP (Hewlett-Packard) Customer Service Update
They still suck, and I'm never buying another HP, but at least I'm getting my machine back tonight.
After speaking to 9 different customer service reps over two separate days for a total of two and a half hours I finally:
- Spoke to someone who was helpful (he was setting me up for a complete rebuild)
- Found out that my machine was in the process of being fixed and would be shipped back to me yesterday!
It's insane how poor the front end service reps are and how poor the interdepartmental communication is. All that time and frustration could have been saved if they just had a way to keep the account up to date. So lame.
I don't want to burst your bubble but until it is in your hands and it works I wouldn't get excited. I have no faith in HP. I sent emails to all the executives and the CEO Mark Hurd this morning. I fully expect better service. Good luck to you.
We had similar problem concerning a fax machine. We were passed from person to person for at least two hours. Finally someone was to call back with in 24 hours. Guess what!! No Call!! Apparently they are only interested in selling – certainly not service
Mr. Feldman,
To Mike Feldman:
You support sucks. I just got off a 30 minute call with someone who barely spoke English. I called looking for a solution to a message that I got on my HP printer. After being put on hold for 5 minutes your agentr came back & told me that I either needed to buiy a new printer or give you $35 for the answer of which he wouldn't guarantee would work. Are your earning that bad or is this about your bonus??? You call this customer support?? If that's what you offer, I'll be glad to support a different provider.
HP need to train their foreign techs "How to communicate with customers, resolve computer issues, call a supervisor if needed rather than first sell plans, refuse to ask supervisors for assistance, demand that customers stoop to their incompetence by charging for services they are not trained to do! Today, I called CS for assistance on my recent crashed HP desktop. The first serviceperson introduced two levels of payment. I choose the most expensive seeing that "for $149.99 included 6 months of service" with a 2nd level tech. Immediately the funds were withdrawn from my bank. The 2nd level tech lacked the knowledge to restart my computer, refused my request for her supervisor's help. Furthmore, finally acknowledge she lacked the skill to do so. Then demanded that "she will research the problem tonight and call me tomorrow at??time. This, is incompetence, ignorance and a RIPPOFF! I called my bank for dispute of paid non-service, took the computer to Staples for repair. I am a senior with a disability who purchased a new HP in 2006, A HP bundle with additional printers etc, for over $1000.00 last couple weeks. Also, introduced my 77y/o friend to purchase HP products. I (we) plan to call IL Attorney General, BBB,to report HP'. Also, demand a refund from HP for FAILING TO PROVIDE SERVICES! Please join me.