Hewlett - Packard / the worst customer service!
10-3-06 3:20p I called HP [protected]) and after several tries getting through on the frustrating automated answer service, I finally reached a customer service agent. I said, "I have a problem with my all in one, and I was wondering who I could speak to about this paper jam." The person asked for my phone number and asked me to wait. Three minutes later, he asked another question. I gave him the answer and waited several minutes more. He asked what kind of product it was, and I told him. After several more minutes, he then asked another question. Several minutes more, he asked was it a laptop or a printer.
Frustrated by now, I tersely replied that it was an all in one printer. Several minutes later he asked for my phone number. I said, "For the second time, it is..." By this point I was becoming very angry. I had been on the phone for approximately 15 minutes, mostly waiting for him to ask me another question. He then asked what the problem was, and for the third time I told him I had a paper jam and needed to speak to someone about the issue to resolve it really quick.
He then told me that I had three options. Option 1 was to pay for technical support, option 2 was to pay for an upgrade (new printer)...I cut him off and snapped, "If I told you when I first called that I had a technical support issue, what the [censored] makes you think that I want to pay more money to buy a new printer?" I started to yell at him about how I waited all of this time answering his questions patiently, and that I just needed a simple tech support question.
He then began to argue with me, telling me that I could either pay the money or I didn't get anything. I asked for a supervisor, and he ignored my request. He kept saying if I was going to talk to him with such a rude tone, he was going to hang up on me. We argued for about 7 minutes, him ignoring my request for a supervisor and yelling that he was going to hang up on me if I was going to cuss at him, me talking very clearly saying, "Put a supervisor on the phone."
He said he wasn't going to give me a supervisor, so I said he had to put one on. He said he didn't and repeated that he was going to hang up on me if I was going to cuss at him. I finally said, "Then let me put this very clearly so you will understand! PUT-A-SUPER-VISOR-ON-THE-PHONE!" "Ethan", as the Indian man claimed his name to be, hung up on me.
I called back, irate, demaning the agent who answered the phone find a supervisor immediately. Satia Eansas, as he spelled his name for me, apologized for the customer service agent and said that I had to pay for tech support. I was livid. I told him that I purchased a brand new product which had a known factory defect. I had to fight to return it when it stopped working, and after paying more money for an upgrade I received a refurbished model that didn't work. I had to send that used product back to be sent another used product which also did not work. While I waited for yet another refurbished printer, I had no printer. I finally received one that worked, and now they were telling me that I had to pay yet more money for tech support!
As if it wasn't bad enough that I bought a brand new product that was faulty and got a used one in return for more money, after waiting for a while to get the right product sent to me, now they wanted more money from me even though I had already been through so much hassel. I hung up on Satia and dug through all of my papers until I finally found the corporate number.
After calling [protected] and getting Mark, I finally found someone willing to help me. Mark answered my original question, now 1 to 1 1/2 hours earlier, about how to clear the paper jam. I explained that I had a jam and couldn't get the back off of the printer. He patiently told me how to pop it off, which took a bit of muscle as it was wedged securely on. When I finally got the back off, I noticed a pen was stuck in the back. Apparently I dropped it in when I loaded paper and didn't realize it. I cleared the jam and had no further problems with the printer. The problem only too TWO MINUTES to solve!
I am so very unhappy with HP for their lack of customer service, how they replaced a brand new product with a used one, and how they charge more money for everything when they didn't have a proper product in the first place. I have been looking at other printers, like a Lexmark, to replace this one. I don't want to deal with HP products any more after this.
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