Hewlett Packard /customer support

Sending to HP! If anyone knows of e-mails, addresses, or phone numbers to contact HP personnel that have authority to make decisions, besides that sad little place they call customer service, please let me know! Thanx, Jo:

9/19/2006

To Whom it may concern,

You have no idea how utterly angry & disgusted I am with HP! I don’t think HP cares anymore about their customers. HP is really going down hill. Hewlett & Packard are turning over in their graves. Hp has NO customer satisfaction anymore. I’m sure others feel the same way I do.

At this point, I will NEVER buy another Hp or Compaq product! I have owned at least 4 HP computers, 5 printers, 2 flat bed scanners & a couple monitors & still buy endless ink cartridges. I’ve always been pleased with HP products & service. Only an ink cartridge issue & the HP gentleman sent me a new one, no problem. This mess has changed my opinion of HP! It feels horrible to have spent so much money over the years with a company, to get treated like “nothing” when there is a problem!! I doubt it even matters to HP but: You will be losing thousands over a DVD drive that costs HP what, twenty bucks!!! And because of some incompetent employees!!! I buy a new computer every couple years.

After spending many, many hours of my time on-line with live help, over 7 visits to live help, trying to get this problem solved, only in the end to get “hung up” on by a supposed supervisor (case manager). This one (Quint) has no business having contact with the public. He had no public relations skills, at all. He did not listen to me, he talked over me, he did NOT care, nor did he offer any other options. He did not represent the HP company well at all.

As I explained to several customer service people, I’m not comfortable giving my credit card over the phone. I don’t abide HP’s so called warranty, you will send the part, but only with collateral? Didn’t I spend over a thousand of my hard earned money purchasing this computer? I mean really, the broken part has to be returned within 15 days or I get charged for it. What kind of “stand behind your product” is that HP? You make me feel you don’t believe me HP. I informed them that, I won’t be in the country, so I cannot get the part back…& I’m surely not paying for a warrantied part with a “known” problem.

I’m not sending in my whole cpu, I cannot do without it, & I have heard the horror stories, computers sent back in worse shape. I’m already getting the run around & it doesn’t make me feel confident or secure that HP would take responsibility for my cpu, when they won’t even take responsibility for a dvd writer 840b that won’t burn, without trying to charge me for it.

By the way, the case manager could not even tell me how much the charge would be…he really did his job before he called huh?! He didn’t check the chat transcripts, he didn’t know the part for which he was calling. (How much is he getting paid to anger the customer, and solve nothing?) There’s your waste of money. Upon requesting numbers or addresses of someone who has the authority to do something, he told me told repeatedly that “he” was the highest authority I could contact. How ridiculous.

After being hung up on, I contacted customer service again, spent 2 more hours trying to work the problem again. After speaking with a supervisor again, was advised that another case manager said she would not speak with me, as I had a case number and was assigned to a different case manager. Come off it! I do not want to speak again with the case manager that is so inept at his job, that he hung up on me! This is not customer service HP?

Why are you HP making this so complicated…this is a “known” problem at HP, as I was informed…just send the part, what’s the big deal?! A multi billion dollar company giving customers grief over a $20.00 part! Bullying the little guy. Now, It’s the principle of the thing!

I hope this gets into hands of someone who still cares enough to do the right thing & send out the part, I ‘ve included my phone number, & computer information follows:

Comment On This

I was going to buy an HP this week, but after reading your story, I have decided this is not the way to go. I will not buy from a company that cares so little for the customer and does not stand behind their product. Thank you for sharing and saving me from possibly a lot of grief.