This is my second HP computer and for the most part I have really enjoyed owning it! However, recently my hard drive literally crashed and died. Never really having a major problem with my computers I found a toll free number and gave HP a call. Surprise! The toll free number is ONLY for people interested in purchasing a HP product. Technical support is a long distance call! Does this tell you anything of HP’s commitment to it’s customers? What it says to me is they have little regard for their customer once the product is purchased.
Calling the long distance number, I was horrified to discover they had a menu program. Push 1 for English 2 Por Espanol... After spending several minutes going through the menu, I believed I was going to be connected to a customer service agent. Wrong again! A recorded message claimed all representatives were busy and to hold! Ten minutes later a female representative coldy took my call. I explained exactly what was wrong. I had our company computer expert do the troubleshooting for me.
The representative was one of the rudest people I have ever witnessed in my entire life. She demanded we go through the trouble shooting again. The exact same thing I did before calling them! As my phone bill soared, I was getting very peeved. Then after going through this process, she claimed my warranty did not cover replacement of the hard drive! I asked to speak to a supervisor and smugly she stated that would take at least 15 minutes. Extremely frustrated and at my wits end I hung up.
I had my friend replace the hard drive and yes my computer is running well! My friend, a computer expert, informed me HP ranks low in customer support and service and that they use mediocre parts.
I must admit this was the only problem I ever had with my HP computers. Yet is was more than enough to keep me from ever purchasing another one again! Other companies offer the same if not better quality, a toll free customer support number and actual customer support. Indeed they will get my business!