Complaint Rating:

Company information:
HP
Cincinnati, Ohio
United States
Phone: 513 376 6802

I had bought extended warranty for my HP Pavilion dv2000 notebook, and I called in with a problem. The technical support agent could not help me over the phone, so I needed to send in the computer. But, before I would send in the computer, she said I needed to erase the system and reinstall it and maybe that would solve the problem.

I told her that I did NOT have my data backed up yet, so I needed to back it up first and then re-install the system. I asked her how do I go about reinstalling the system, and she said she would guide me through it. I restated that I do not have my data backed up, but she said not to worry because she would only show me where to go.

Well, she got me to the point of starting the re-installation and then after I read to her that the screen is asking me if I'm sure I want to do this, she said, yes, go ahead and click next. I trusted her, and I clicked next, which started the process and I started to freak out because my data has not been saved. She said turn off your computer and you'll be fine.

I was not fine - she erased my data, and when I tried to turn on my computer, it would not start. So, I called HP technical support again and they said they could not help me - - I had to go to a local store to have it recovered, which cost me over $500. I asked HP to reimburse me for this, but they said no. They said that I was responsible for my own data. The fact that my data got erased because of the mistake of their employee did not matter at all.

So, I had to pay over $500 because of HP "techncial" support.

I will never ever again buy an HP product and I will never ever again rely on HP "technical support".

BUYER BE AWARE!