HP’s customer services is awful, rude, and just plain unhelpful**. My last terrible experience was exactly one year ago in October 2006 which repeated again in Feb 2007 when my laptop was not switching on properly and behaved erratically if somehow it did turn on after lots of retires. I was very infuriated and literally felt like cheated then when I found that my extended HP Care Pack was not entered in the database.
This time also case is not different than earlier. On 24th September 2007 my laptop failed to detect the hard disk, I took it to HP Customer Care on the very day and it’s now been 8 days since then and I still have not received any correspondence from them. I’ve called several times trying to find out the status only to be told that they don’t have any information and that they have emailed their HO and waiting for reply.
I was also told that the serial number of the hard disk is not found in the database and they are trying for it. After 8 days of phone calls and personal visits, I have still not had a sensible and productive conversation with anyone at HP Customer Care. Every time I was given the same reply by customer service person. I wonder how the company works when their own database is not updated. As per HP Customer Care they are not able to find information about their own product! Is it so difficult?
When company’s service seal was intact and this time if you say that Hard Disk serial number is not found in your database then the most logical answer to this could be that Hard Disk was replaced by Customer Service itself during any of the previous instances without entering proper records in the database.
Hardware, Order, Service pack details are as under:
HP Order Date: 28-Oct-2004
HP-Care-Pack-ECPPS42057
Service Type: U4817E (3 Yrs)
Sr.No: CNU43701HD
Prodoct No.: PH474PA
The consequences and economic and emotional. Most of the time I am on tour and can not be a real help to my family in any such kind of emergency when the laptop is failed to respond. I am also mentally and physically drained from dealing with your company. Your customer care representatives act like they are doing me a favor even speaking to me. I am so disgusted I will never purchase a HP product again, because there is no help on their part.
I’m sure that no one at HP is concerned about this, but my letter is also going to the community that praise the stellar support that HP provides. Maybe others will care. I’ve also enjoyed the responses from several large companies that use HP products. I will continue to share my experiences with others, as I believe it’s the only satisfaction I am able to get.
If additional information or further discussion of this matter is desired, please contact me as listed below.
Warmest Regards,