Gross Incompetence at Hewlett Packard Tech Services

HP uses deceptive sales practices and HP Technical Support is largely incapable or unwilling to correct malfunctions under the paid HP Customer Care packages.

BACKGROUND: In December, I called the sales division of Hewlett Packard and ordered a customized, top-of-the-line desktop computer, HP Pavilion Elite d5100t ATX PC, Order No. H105243295, and at the recommendation of the sales person, included the 500GB 7200 RPM Personal Media drive with bay and a 4 year Customer Care Package with in home service. During the ordering process, I explained to the sales person that I lived in a rural area and would have to use AT&T air card 875U to receive the internet and was reassured that the computer was compatible as ordered.

PROBLEM No. 1, less than a week after receiving the computer: Immediately after setting up the computer, I experienced multiple internet connection failures and called AT&T tech support, which was extremely helpful with downloads, but advised of a compatibility problem with Windows Vista and the Air Card saying it should be solved by the manufacturer, HP. Thus, I called Technical Support and began my first ordeal. The first tech to whom I spoke, or tried to speak through broken English, initially denied that I had a right to tech support, but after an hour of insistence and endlessly repeated serial numbers, model numbers, order numbers and delivery dates, I won the right to tell him what was wrong and to receive a Ticket number. The tech had virtually no idea what I was talking about and asked me to repeat all the initial information including Serial numbers, Model numbers, etc. again and again, then transferred me to another level 1 technician, who asked me for my ticket number, then proceeded to ask again for all the same information as the first tech. This tech, after putting me on hold for an hour off and on, finally told me it was not repairable and cut me off. I called back with my ticket # and had to go through all of the same process again, finally being told again that the problem was irreparable. I asked to speak to a level two tech and was transferred. All the same questions and serial #s again made me suspicious and I asked if I was speaking to an initial-call-receiver. I was. I asked to speak to a supervisor and was told, I could not speak with a supervisor and she hung up on. I called back again, going through all the same steps and this time, after an hour of argument, was told a supervisor would call me back in two hours or perhaps the next day. I finally did receive a call from a supervisor, who told me that he understood the problem and that I could have it repaired by calling a number where I would be charged for assistance. I gave the supervisor the serial number from my $498.85 four year Customer Care Pack, but was dismissed without help. I gave up, but wrote HP CEO detailing my experience, and received a template response saying HP was sorry I was disappointed with their customer support. The issue was finally resolved with a local expert who was not associated with HP.

PROBLEM #2: Having set up the computer with my programs and information, I for the first time inserted the 500GB Personal Media Drive into the bay of my desk top and it became obvious that the computer did not see or recognize the drive or perhaps was not getting power to the drive. At about 2:00 PM PT, I called HP Tech Support under my HP Care Package and spoke to an initial-call-receiver technician, who began the ritual of name, phone #, serial #, model #, care package serial #, etc., etc., etc.. Once all was established, the tech said he was having trouble hearing me and would call me back. He did and I explained my problem that apparently I was not getting power to my personal media drive. He said I was talking to the wrong department, that media drives were covered under the Notebook Division and that since he had called me, he could not transfer the call and I would have to call back. I called back, this time accessing the Notebook Division and presenting them with my ticket #, but still had to repeat all the information I had given to the last tech, being put on hold for a short period after each serial # was delivered. Finally, although there was a repair ticket in existence, I explained the problem again. This tech asked that I remove the media drive and provide the Model #, Serial # and Part # from the drive. I did and spent half an hour or so on hold. The tech finally came back on the line and asked for all the same information again. I read it off the drive and she disappeared on hold again, returning to the line again after some time and asking for the same information for a third time. I gave it again and after the mandatory period on hold, the technician told me that Hewlett Packard didn not make such a part and she could or would not help me. I asked for a supervisor and was told she would not get one. I insisted and was told a supervisor would call me back some time, then she broke the connection with me. I called back and began again the entire process again. This time the tech actually went through some trouble shooting procedures and told me that my drive was broken and needed replacement, but that I would have to call the Parts Department myself, as the tech support could not replace parts. I called Parts, and the American speaking gentleman who answered said he had no idea why tech support would have me call Parts, but the person took pity on me and called tech support himself to find out what was going on. Because of the intervention of the parts person, I was finally transferred to someone who could order my replacement drive, but first I had to give my name, phone #, serial # of computer, Model # of computer, etc., etc., etc. By recorded count from the notes I took during this process, I had now given the model and part and serial number of the drive eight times. Today I received a phone call from the HP technicians verifying the name, model and part number. This afternoon I received an email from HP telling me the part is being shipped. It is the wrong part. When I called the number on the email, I was told nothing could be done about it.

Never, never buy Hewlett Packard products!