Complaint Rating:

Company information:
Hewlett Packard
British Columbia
Canada
hp.com

Look at the below text.. If you are wise, you will never buy HP products again! Who has time to go through all of this?

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Note that I have 2 non-working laptops from HP - in warranty! :-( I need both fixed immediately or my money back! I'm going to file Credit Card dispute for claim and BBB complaint within 24 hours now.


On Thu, Aug 14, 2008 at 5:55 AM, Roshan Shah wrote:

I forwarded this email to HP CEO Mark Hurd today - here is the screenshot of confirmation.

Hi Ruffell,

Escalation Case # 7500549057 - I have received no update yet!

Roshan
- Hide quoted text -


On Tue, Aug 5, 2008 at 5:25 AM, Roshan Shah wrote:

Hi Ruffell,

Thank you for your time to look into the issue of my HP Notebooks not working. I run a business and am currently in India.

Here is my Indian address :

Roshan Shah
11/125, Rameshwar Apts, Nr. Petrol Pump,
Sola Road, Ahmedabad - 380 063
Phone : 91-79-27471295
Cell : 91-9979853010

I am a Canadian Citizen and travel often between India/Canada I have 2 HP notebooks purchased in Canada. 3 months back one laptop stopped working and I contacted HP Canada and HP India in all forms. As a matter of fact, HP India even disabled my online support login in their ITR because they kept closing tickets and I kept creating new ones (3602638240, 3602638172, 3602608026, 3602422876). I even copied HP CEO on last few emails that HP Support is not helping here.

On the other side, I was told on number of occassions that case was Escalated and HP Manager would call me and this never happened till today when I told that I'll not hang up on phone till I speak with a case manager and I was directed to you and finally we spoke. Even HP Canada is no different - I had 2 tickets opened and nothing happened(8014048251, 8012888342). The worse part is that I as a Customer can't even review the ticket log. Hence I had to start recording the calls :-(

This clearly shows the flaw in how HP handles its support. If this is how HP puts a customer through to get their problem resolved with so much mental harassment, I think I have to really take this up seeking damages.

As promised, Here is the case manager in India I spoke to :

Upendra Kumar was the case manager. in.ced@hp.com

I spoke to Upendra 10 days back and he was not able to assist since HP India could not access tickets starting with 801. I am also not sure why did I have to act as a middle man here when this should be strictly HP's internal issue. I need an explanation on this as why I had to put up with all this and want both the laptops to be picked up, fixed and delivered back to me with no loss of data!

I'm certainly going to claim damages from HP. Would be very wrong if every customer has to go through this!


Roshan