I have an HP laptop that i got in December of 2008... they come w/ a 1 year warranty... w/in that year i did have a problem w/ the screen displaying a rolling/tiling pic now and then, i was in warranty so was able to make a claim... all in all from the time i made the claim to the time i got it back was fairly quick and it was shipped back fixed... i was pretty happy w/ that... now on to my complaint w/ customer service, i had a problem w/ my laptop a couple nights ago (at this point i'm 5 months out of warranty), the cursor was just stuck and i knew i probably had to reset the computer to some kind of factory defaults, but i'm not exactly computer savy so i didnt know how to do that... I figured i'd call up HP tech support so they can help me reset the comp and get into the mode where i can reset the computer and do some basic troubleshooting... I get the rep on the phone let him know my problem, says he has to check something, says my warranty is over so there is nothing he could do, i explained i understood the warranty was over and told him i'm not looking to send the laptop in to be fixed or checked on, i just wanted him to do some basic troubleshooting over the phone w/ me, that was all... he said he was unable to answer and techincal questions since i was out of warrant and advised me that if i pay $59.99 i would be eligible for a one-time technical consultant over the phone or for $99.99 i could have support for another year... now granted I'm not familiar w/ how the whole computer business industry works when i comes to getting support as a customer (do all computer manufacturers do the same thing?)... when i heard that i couldnt get any simple help over the phone w/out paying money because my 1 Year Warranty was over, i felt like that meant after a year i was no longer a "valid customer".. my status as a customer is no longer w/out paying money to speak to someone? It was just comical to me... i work in tech support & billing for Comcast and I know there's alot of Comcast haters, but i can't believe a big name company like HP no longer offers simple troubleshooting help over the phone when warranty is over... the rep told me i could go online and get free support via chat-support... that's great, but my laptop cursor was stuck so i couldnt get on there... i ended up having to borrow a laptop so i could use that free online chat-support and after about an hour of online chat, i finally got the problem fixed... and it ended up just being some simple "restart, go into safe-mode... uninstall this, install BIOS, etc..." problem fixed, but apparently that's not something you get help w/ over the phone w/ a HP representative if your out of warranty and don't want to shell out $59.99 for one-time help... ok i'm done venting, that's my story...
Exactly the same as described by other individuals. The dreaded 'pop' sound, black picture with continued audio. Three phonecalls with H.P. First tech said they were aware of the problem, but they were no longer replacing the part. The second tech said that they did try to contact individuals, but did agree with me that they did not necessarilly contact everyone. The third, was a Senior Case Manager, so I called [protected], ext. 79 and spoke to a man named Justin. I must say, I am incredibly disappointed at the customer service I received from him. I found him to be extremely rude. I explained the situation and stated that H.P's technical support had just told me that they were aware of previous problems with the PL4260N but he said H.P were not aware of any problems and that I "could not expect to have my television fixed for free." I stated, that as a consumer, if the product I brought was faulty, then surely it would be the manufacturer's responsibility to repair it. Additionally, I said that the television was advertized to have 60, 000 hours of display time. I said, even if I had watched T.V. for 24 hours a day, 7 days a week for 4 years, there is still approximately 25, 000 hours of display time left. Justin then rudely told me that my math was wrong and that I had obtained over 200, 000 hours of viewing time so the product wasn't faulty!! Following this, I asked for an address of the complaint department, to which he replied, 'this is complaints.' I stated I wanted an address so that I could put my concerns in writing and I was told, 'it's on the website.' I said that I didn't have the website available and I would like the address but he wouldn't give it to me. I sent a letter of complaint to H.P's CEO and they replied asking me for my serial number. I responded, to which I received a phonecall from a lady who could not answer my questions and who told me there was nothing they could do as my serial number wasn't in their 'range' of numbers, called for recall. I will never buy from HP again.
Bought this all in one printer that never has scanned, only copies and prints when it wants to, and as of recently will refuse to print/ copy in color. Last year I wrote a school assignment on it in may and it did not print, so I unhooked it for about a month and used it only for copies every now and then. When I thought I would try and use it as a printer again in august, I turned it on and it began printing out my assignment from may!
Recently I just got new cartridges and put them in and tried to print a picture which did not come out in color, and the picture had lines through it. I tried the same picture multiple times thinking the ink cartridges needed to warm up and even attempted printing offline, online, through windows picture viewer, I looked into the printer settings and everything is fine. It is set to print in color and it just wont do it. I tried the new troubleshooting guide and it found one problem which it supposedly fixed by itself. The one time a few months ago I tried to contact customer support the women went rounds with me for twenty minutes trying to get her to understand the simple problems which in return (after she finally understood) she replied by telling me I would have to pay 15 dollars for two weeks of support. I told the woman I did not need two weeks of support, just 5 minutes of someone telling me what I am doing wrong or how the problem can be fixed. Needless to say, she won the battle since I obviously refused the "two weeks support" and she had no other info for me.
Not to mention my other hp c4580 that only scans through paint and jams every other day...
I wonder if Mr. Mark Hurd knows how bad his products (and "customer support") SUCKS?!
Below are two images, the original color version, and my printers version. I had to scan using my other printer.
I had bought a hp pavilion dv6-1102tu laptop from beyond computers, sec 20 chandigarh on 21st march 2009.
But it started giving me problem regarding touch pad, no battery back up and error on rebooting the system primary memory internal 601 error. So I went to rt outsourcing services ltd (Ambala cantt) on 18th march 2010 and discussed my problem with them. So, on receiving letter they mentioned only touch pad problem and they said we'll be performing battery test and then mention it.
But on 25th march, they replaced the touch pad but the error continued and engineers of said regarding battery you need to left it 3 times on sleep mode and by this you will recover the problem else we'll replace it.
But my problem contiued nd there is no battery backup so I again went 2 service centre den they told me dat u need a battery replacement nd now ur product is out of warranty.
So wats my mistake in this battery problm coz its dere before warranty expired.
So I need a battery replacement free of cost
Plzzzzzz listen 2 my problm
My complaint number of date 18th march is [protected] and token number is amb-w-549 while the token number for the complaint registered on 31st march is amb-w-589.
My HP laptop has stopped working as a result of an NVIDIA faulty graphics chip. The HP Pavilion dv2799ea is now unusable unless I replace the motherboard. I am horrified to discover that lots of other models with the same problem have been granted a free replacement motherboard but my model is not on HP's list of products they are prepared to repair, therefore apparently I am not eligible for the 2 year extended warranty and repair.
My laptop is less than 18 months old, cost £1000 and I now have to pay out £300 to have it fixed! This has got to be the worst experience I have have incurred from any product or company in my whole life. How come HP will replace other models with the same problem but not my version? This is apparently a known issue across the world and NVIDIA have admitted they have fitted models with this faulty chip so surely it is HPs responsibility to repair anyone's laptop that has this fault?
I bought this expensive equipment from HP in good faith, trusting that they would supply a product that would be reliable and of excellent quality. Quality worth spending £1000 on...What I got? A low end budget laptop version that is faulty just outside of the years warranty and an expensive repairs bill! I wish I had only bought a cheap one. The blow would not be so bad.
I warn anyone out there who thinks that spending a lot of money with HP will buy you quality and durability. Think again! HP are obviously happy for their customers to be out of pocket and apparently are not concerned that customers would not buy from them again. I could now never recommend their products to anyone, their products are not worth the money and the after service is even worse!
If anyone has any ideas as to how I could get this problem fixed without it costing me £300 I would be grateful. I cannot afford to get it repaired right now so will be without it until such time as I can get the funds together.
When I bought this 'special edition' I did not realise at the time quite how 'special' it was going to end up being.
I would also be interested to hear from anyone who has the same model and has experienced the same issue as myself.
I had the same problem with Hp Slimline motherboards. I own (3) HP Slimline computer's. Model S3020N had...
Bought a brand new HP ENVY 15 for £2000.
2 weeks later, the laptop started playing funny in freezing and not restart after sleep mode.
I contacted HP support who emails me links to upgrade drivers and BIOS.
after numerous emails and troubleshootings, the laptop still didn;t work and they finally admitted that there is a problem with the Hard drive. they collected the laptop on the 11th april and nothing since then.
When I call HP to aske where I stand, the seponse is always they don't know, they need to order some new parts and they don't have an ETA.
I am now without a laptop and £2000 off my pocket. Not to mention that I work freelance and without laptop .. I can't work..!!
The staff are really rude and condescending, as if I was stupid, 2 of them even hung up on me.
DON'T BUY HP !!! The Customer Service is non existant.
Grr! I just bought an HP Pavillion from Aarons in Canada (just down the road from where I live). I'm pretty sure it's in warranty still ... But when I shut down my computer for the day, everything SEEMED fine ... but this morning, it's my day off work (ironically, I work for HP printers ...) because it's my 16th birthday today! And when I went online to go onto facebook, all of a sudden, I couldn't get on my computer! My hard drive has totally crashed with the BIOHD error, and I KNOW that the only thing I can do would be to just get a new hard drive. But I mean, man ... What a way to get me all pissy for my birthday, eh?
I purchased a 1TB HP Hard Drive for $99.99 on 04/23/10 from Microcenter. Upon returning to my home, I learned that the box was empty, only having a wall plug that would be used to run power to the Hard Drive. Since it was after business hours, I couldn't get the matter rectified. The following day, I called the store, only to get a song and dance about their not being a manager available and that I would have to call back. Eventually, I spoke with a phone operator named Jason who stated, "This isn't the first time this has happened, just bring the box and your receipt back and it'll get resolved." On 04/25/10 I was approached by Manager Don Johnson who had a replacement Hard Drive in his hand. He proceeded to ask me if I could feel the weight difference in the two, but I explained to him the representative carried the box up to the register and I was more concerned with the printer that I was carrying out of the store. Needless to say, Don Johnson referred me to the police, stating that someone must have stolen the harddrive, even though I explained the circumstances to him. I asked him if Microcenters policy was to sell cconsumers empty boxes and not honor a refund or replacement policy and his reply was, "Yes, in this instance." Shady business on Microcenter's behalf. I have filed a complaint with the BBB and I will spread the word to as many consumer sites as possible.
I purchased an HP laptop from Officemax on Sunday April 18, 2010 for $629.99 plus tax and no shipping charge. The laptop was delivered on Tuesday April 20, 2010. I checked with Target, Walmart, Staples, & Office Depot prior to purchasing the laptop at Officemax. Officemax had the best price. On Thursday April 22, 2010, I saw an ad in the local newspaper for Fry's electronics for the exact same laptop. The price, out-the-door was $599.99 plus a $50 mail in rebate. Final price $549.99. They charge $9.98 shipping. I filed a Price Match request with Officemax giving them the full details, including URL and item #, for Fry's for the laptop thinking they would, at least, offer to rebate me $30.00 for the out-the-door price maybe less the Fry's shipping cost for a refund of about $20.00. That would have made me happy. I received a declination to do anything from Officemax claiming they couldn't confirm the price at Fry's. I had no problem pulling the item up on the internet. I can't, for the life of me, understand why Officemax came up with that flimsey excuse to price match. And they also said they don't take mail in rebates into consideration. Their price match policy on their website makes no mention of that. I felt that the person was making things up as he went along. I will NEVER purchase another thing at Officemax, even if it is cheaper. They said I could return the item BUT there is a 15% restocking fee...so, bottom line is that I will keep the laptop and REMEMBER this incident for future purchasing. I plan on broadcasting this issue to everyone I know...on facebook too!
Those independent suppliers of ink cartridges should know that their access to enjoying a free market enterprise, their product is in serious jeopardy of being denied access to all possible potential customers. As a user who prefers other suppliers of ink cartridges, it would seem that these companies in the recycled ink cartridge supply business are experiencing profit loses due to the anti-competitive strategies of ink suppliers like Hewlett Packard (HP). Because customers who use “other” ink cartridges in HP printers, they will find now that their ink cartridge is “not compatible“, and now forced to use a product, something they really do not want, having to purchase strictly HP ink cartridges. This I would think is just as serious, or more so, than my one problem.
HP is at it again! HP is again setting up a policy of shutting down, at a predetermined time, to limit a consumers use of their HP printer. For my HP OfficeJet 5600 All-In-Series, I purchased from Kroger Food store a refill on 2/23/2010. As indicated it replaces the HP 27 Cartridge. Cartridge City brand. It is now April 17, 2010, and my printer has shut down from further use. With my previous HP printer, after a predetermined period the HP printer displayed a message informing me that my ink was low, and then shut down my printer from further use. Because of HP greed, this same procedure is being used, but with a different message. Now, after using my cartridge for 54 days HP came up with a different message, “printer cartridge not compatible…“, ending further use of my printer. HP now avoids using the word ink. Although ink is low but copies still at quality level, this was no reason for low ink to stop the printer from working, after pressing O.K. on the control panel.
To prove my point, I just replaced my cartridge with the same exact store bought Cartridge City brand #27. Now the printer works again. If the cartridge #27 is the same, but is not compatible, why then does my printer now print? This is the same trick they pulled with the low ink message.
The HP OfficeJet 5600 All-In-Series user guide describes the extent of the limited warranty. Hewlett-Packard (HP) warrants to the end-user customer that the HP warranty does not cover (3) “any other problems, including those that arise as a result of….
b. “…or supplies not provided or supported by HP”
c. “..operation outside of the products specification”
d. “….unauthorized modification or misuse.”
(9) tells me HP products may contain remanufactured parts, components, or materials equivalent to new in performance.
Lets not refer or suggest this scam as an internal programmed expiration date, but call it as it is.
The preceding warranty gives HP the right to shut down my printer and infringe on my right to the free use and choice in my preference of using a remanufactured cartridge. To close down Cartridge City 100% satisfaction guarantee of their product, and to discourage and destroy competition. What gives HP the right, after 54 days of cartridge use, to then tell me my “printer cartridge not compatible…” It’s not a low ink issue? You see it’s not the cartridge, but it is, continues, and will always be, … the INK! You saw what the warranty does not cover. But shutting down my computer, because the use of outside sources of remanufactured cartridges, are ink supplies “..not provided or supported by HP.”
What is being said is, all other sources of recycled ink cartridges are not of HP standards, and will not allow their printers to operate, or give the consumer the free choice, to decide the ink quality choices in the use by a purchaser of an HP printer. In a 6/22/2006 Chicago Tribune article, “HP warns, Walgreens, Office Max on ink sales.” HP senior vice-president Pradeep Jotwani Stated, “They are using an ink that has specific chemicals or certain chemicals at certain levels that violate our formula for ink.” In other words, the world should run on only ink formulated on HP principals of what ink should be. That warning was to suppress, monopolize, or attempt to monopolize, and control the use of ink. To avoid the anti-trust issue, after a printer programmed predetermined time, you’ll receive a message, in order to shut down your printer, “printer cartridge not compatible…”
From the HP cartridge informational inserts, “HP recycling program. HP offers an increasing number of product return and recycling programs in many countries/regions, as well as partnering with some of the largest electronic recycling centers throughout the world. HP also conserves resources by refurbishing and reselling some of it’s most popular products. It also states, “HP limited warranty… warranty does not cover empty or refilled products, or products that have been misused or tampered with.”
O.K., I understand that. HP does not cover refilled products. So that I also understand, the warranty is on the HP ink cartridge, as noted by the warranty date. I can understand a cartridge being defective. But I don’t understand the refilled statement? If I purchased, or refilled an HP cartridge, I understand there is no warranty. But again why, after using my refilled remanufactured cartridge, under what specific technical conditions has HP determined after 54 days my printer cartridge not compatible?
Previously, I received a HP Newsgram. They were telling me how I should only use HP ink cartridges. “With a 98% reliability rate, you’ll enjoy a hassle-free, worry-free, experience you won’t get from refurbished or refilled ink cartridges.” In other words, suggesting to me, and others, refurbished or refilled cartridges being available, can be used on HP printers. This of course is not entirely true, and intended only to fool the unsuspecting, and naïve, from finding out the HP printers will become inoperative after a predetermined use, even when ink supply and copy quality is not the issue.
I have not received my gift till now. Please consider the matter most urgent and serious. I will be sending this mail by hard copy also. Neither you are replying to my mail nor updating the status on your site.
I hope you will not induce me to approach the court of law for this matter.
----- Original Message -----
From: HP Redemption Team
Sent: Thursday, January 28, 2010 5:49 PM
Subject: HP Pavilion/Mini/Presario Notebook Offer Registration
Do not reply to this email
Thank you for registering your product. Your redemption code is ( QXMYPYGD5F ). Please send below documents to HP Redemption Cell. Click here for details like address, terms and conditions etc.
- Copy of purchase invoice, for the product you intend to register (mention your redemption code on the invoice copy).
- Original bar coded product serial number sticker (this is pasted on the cardboard packaging of your notebook)
- Demand Draft of Rs. 7, 999/- plus tax. This comes to Rs.9000/- per claim
HP Redemption Team
Check your redemption status online www.giftredemptionsupport.com
© 2009 Hewlett-Packard Development Company, L.P.
I just purchased an HP SimpleSave 1TB external hard drive back up system for my computer. HP's advertising says this is a hands free automatic backup.
It's only automatic the first time you plug it in. When you restart your computer it becomes a completely manual system that tries to start over from scratch each and every time you manually start it. You must either navigate to a certain directory and know what file to execute, or unplug the drive and plug it in again in order for monitoring to start. Even then you must be alert and cancel the impending full backup or the system will spend the next several hours doing a complete backup (again).
There is no way to start only the monitoring software by itself, much less automatically.
If you are a novice computer user you would probably not even know that your system was unprotected. Nowhere in the documentation are you alerted to this procedure.
HP customer service says this is normal operation.
A true automatic backup system would start the monitoring software each time the computer is started and perform incremental backups as files are modified. Apparently HP can't read a dictionary to understand the definition of "automatic".
This is a great example of false claims and false advertising.
I was looking for the HP hate group but I guess this will have to do. After years of owning Dell's I made the fatal mistake of buying an HP. In just less than 2 years the PC died. After doing some research I learned it was a bad motherboard. Two of my friends had the same problem. Bad news was it was out of warranty. But both my friends told me theirs were out of warranty too but HP replaced them. So I called HP. No go! All the rep said repeatedly was "Out of warranty". I then asked for the reps name and she gave only her first name . When I asked for her last name she said she didn't have one. When I ask for he employee number she said "11". When I asked to speak to her manager she said she didn't have one. I guess that is why she wasn't very concerned about her attitude. When I ask where she was she said the Philippines. Can't blame this one on India.
So I called corporate in Texas and they could care less. To think that they knew they had bad motherboards and were not willing to replace just the motherboard is flat out unethical. I will NEVER buy from them again nor will I let any of my friends.
HP In Home Warranty is No Warranty?
A sad tale of woe.
I bought a high end customized HP desktop in Jan 2009. It was an expensive system costing more than $1500. (Quad Core, 8 gig ram, RAID0 drives, 1g NVidia graphics card, Vista x64, 3 Year In Home Warranty).
In Feb 2010 I began to have intermittent hardware problems. Sometimes my USB devices (keyboard, wireless mouse, wireless headset and webcam) would not be recognized when the system started up. A quick workaround was to unplug any of the failed devices and immediately all the other devices would be recognized and then re-plug in the one device and it would be recognized too.
By March the failure rate got to about 60% of the time so I called HP Tech Support and thus embarked on a long and tragic series of phone calls.
My first contact was with "Sam" and it went very well. He seemed to understand the problem and even though I had already run all the diagnostics that came with the PC he ran them again. He uninstalled/reinstalled all the devices and drivers. Finally he pronounced that it was a CMOS problem and that it was not a software problem as the system was not recognizing the devices on startup before Windows even got initiated. He instructed me to change a CMOS setting and said that should fix the problem. If not, to call back. (Sadly, I would never get to talk to him again)
Next Contact and Ad Nauseam
My next call was to inform "Sam" that the fix had helped but it did not completely fix the problem. The failure rate was 25%. This call was THE BIGGEST MISTAKE! I still did not understand that I would never be re-connected with the same TS Agent EVER! Each time I called in I would get a new TS Agent and the entire history would be repeated. The words "We have a Global Routing System" means "if you find someone who can help you DO NOT HANG UP - glue the phone to your ear and hope the Tech doesn't have to go home anytime soon."
So, "Grace" was next in line and I began to "learn" how HP TS really works. It doesn't matter who you talk to the Script is the same: Always. Each tech will redo all the tests that the previous tech did even though you inform them that those tests have been run. You will spend about 3hrs doing this every time you call in. Next you will be asked to run a short test (2 min or so) followed by a long test (1+hrs). At which time you will be told that the Case will be documented and to call back when the test is completed. When you call back the entire process will be re-done from the top.
When all the tests have been done (over and over) or you begin to complain you will be told to "reset to factory defaults" - which means you will lose all your data. Now is the time to panic and backup the system.
When "Grace" said "to reset to factory defaults", I asked her how would a Windows Reset help a Hardware Problem? The reply: "Theres's chances..." This is the ultimate mantra of HP Tech Support. If there is no SPECIFIC error or you get to "Line 10" of the Script you will be told to "reset to factory defaults". There is no way around this and you cannot get transferred to anyone else, all you can do is call back and get a new Tech and repeat the process. Once they put in the Case that you've been told to reset to Factory Defaults, nothing else will happen to your case until you do. Even if you protest, it will not help - reset to Factory Defaults or Take a Hike Bud.
So, still believing in HP, I backed up my system (2 full backups + Differential + straight copy of my Docs folders) and called back in. The tech I talked to, guaranteed that this reset was absolutely necessary and when done I would never have this USB problem again. I sort of guessed this was a "whopper" but I went along with misgivings. It took only a moment to do and the tech even helped me start the restore for my data files.
The next morning my system was at the desktop, I clicked "login"and Windows immediately "logged me out" back to the desktop. I could not log in at all. Another panicked call to HP TS at which time the first ticket was "closed" and a new ticket was opened. I asked why they closed the first ticket and they said that the USB problem was "fixed". I told them the problem might not be fixed because I couldn't even login to try it out. Next lesson from HP TS: new tickets. A new ticket will be assigned whenever something changes or they just feel like it. From the many phone calls I've made the Tech never sees that there were pre-existing tickets. Unless I give the old case numbers they simply don't know who did what, where, when and why. They will often tell you that they are updating the case notes but the next tech either doesn't read them or they don't exist.
After days of struggling to recover my system another Tech said the "reset" was done incorrectly and that I had not followed the directions properly. The original tech was very specific and had told me to connect all of my USB devices (keyboard, mouse, headphones, webcam) before he did the reset (since it was a USB failure). This new tech said "No only the keyboard and mouse. Do another Factory Reset." I finally gave in because no one was willing to help me recover anything. The system was brain-dead again.
After this reset, I only restored part of my documents folders (I did not restore my music files). I had to reinstall all the updates from HP and Microsoft. This did not go well. I could not get HP Update to work. There were loads of errors and problems so I decided I had nothing to lose I redid the Reset Again.
The Last Gasp
This time I did not restore anything. I spent 24hrs installing HP and Microsoft Updates. I did them 1 by 1. I checked the registry each time for errors, I did a manual restore points for good baselines and backups for the registry. The system was CLEAN. No logged errors anywhere. Updates done, virus checker working and system scanned.
Ironically: the USB problem still existed but re-plugging is not so bad a workaround and as before no tests report any errors with the USB drivers or devices. And it is only on boot up or restart, there has never been any failure while using the system.
I downloaded a fresh installation of the One and Only Application I use this system for. I installed the software. Again there were no errors. I ran the application and my system FROZE. My screen turned black with red dots and nothing worked. I rebooted the machine and check drivers and software: all seemed ok. I ran the program again and my system froze and now I had blue lines on the screen. When I rebooted there was a BIG RED message that the RAID had failed on one drive and to call TS. I got the system to the desktop where the RAID box indicated a driver failure. I called HP TS for help.
With the instructions from HP TS I rebooted the machine and this time there were TWO red messages that the RAID had failed on both drives. I got to the desktop and the HP TS Agent was able to connect to my system. I watched as he looked at the drive messages and he even tried to just "reset the message" which removed the message from windows but did not repair the RAID. He then ran a video test which froze at 11% and booted him from the PC and froze the system again. He gave me a new case number (closing the old one) and asked me to run 2 long tests on the drives and to call back when they were done.
Now the plot thickens:
I ran the tests and called back. I got a new TS Agent, I gave him the case number, the results of the tests. At last he said he would connect me with someone who could fix the problem. The following sequence happened:
- I am updating the case notes
- I am transferring you to another department
- ring ring
- "Hi my name is..."
- CLICK DISCONNECT (Time: @1:15pm)
By 1:30pm I had gotten connected to ANOTHER TS Agent who started again at Line 1 of The Script. I explained I had just gone over everything with another Tech and I was being transferred to another department when I was disconnected. Could he please complete the transfer? And two guesses: Line 1 of the Script said RUN TESTS and that was that. He could not or would not transfer me and said he was "reading the case notes". I was placed On Hold and I was told he was updating the case notes - I asked him what was he updating? He hadn't done anything! all I needed was to be transferred! Back on hold; 30 min later Real-Life Happened and I hung up. (Time 2:00pm)
When I was able to check my email on a different pc I saw the following message:
1:49 PM We are closing ticket as we have not been able to reach you. Kevin
WELL!! I was shocked! I am on hold at the same time they are closing my ticket!
Now it gets stranger and stranger:
The next day I get a call from the HP TS Agent ("Shyman") that was the one who dialed into the PC and saw the RAID errors and Graphics Card error. I was surprised to hear from him and told him about what happened the day before. He checked and said the ticket was still open and non one had added ANYTHING to it - no notes that I'd called in, no notes that I was being transferred - nada.
He told me I need to call BACK to HP TS and this time I WOULD be transferred to someone who could fix the system. He said since he had called me, he could not transfer me to "whomever" and that this transfer can only be done if I call back. I questioned him about this and he assured me several times that if I call back SOMEONE would help fix my system.
It is now over 2 weeks that my PC has been dead (April 2010). So, here is the moral of the story.
1. HP In Home Warranty is for Hardware Problems. Unless a specific hardware problem is found and an appropriate error code determined - no one is coming to fix your system.
2. If you have an intermittent error or a failure that cannot be determined by their onboard tests - no one is coming to fix your system.
3. You will be asked to run hours and hours of tests, over and over. Each time through the loop you will have to run the same tests.
4. Regardless of what kind of problem you're reporting, you will be told to "Reset to Factory Defaults". Nothing is going to happen until you do this.
5. There is no way to get out of the "Loop". The Script is Fixed. There are no exits and no Level 2's or Level 3's. There may be "I'm discussing this with my manager..." but you will not get out of the loop.
6. You will never connect to the same HP TS Agent again. Unless they call you, you cannot reach them. They will call 1 time and close the case.
7. In the End: Everything is a "software" problem. Devices, Drivers, Windows, Device Failures are all software and are not included in the warranty. Even system devices like USB Ports are "software" and not covered.
In the mean time I've ordered another PC from a competitor. I did place a courtesy call to HP Sales to tell them about my experience. I talked to a very nice salesperson and we discussed the situation. I told her that I know there is nothing she could do about my problem but this Tech Support System is killing their business. I gave her all the info she needed to bring it up with her sales manager. She was not aware of how awful their procedure is. This is not the fault of the Tech Support Agents - they are bound by a script and procedures. I told her that I was dropping another $2K for a replacement machine but I was not going to buy from HP. This in turn hurts HP overall. And the worst part is that HP never had this kind of reputation in the past. Their machines where always of the highest caliber and for the year my PC ran I had ZERO complaints about it. It was fantastic. But now it is dead and no one is coming to my house to fix it.
I'm going to call back to HP TS now and see what happens about my broken system...
Same circus different clowns: Well, I did call back and the only thing different where the names on the TS Agents. This time I spoke with "Kirit". He was SO enthusiastic when he answered the phone: "Please be assured when I hang up the phone your PC will be running better than ever!" Poor "Kirit", a noob and caught in the middle. I think he really tried and if he could have, he would have sent the repair team out.
Of course I asked "Kirit" to transfer me (never ending hope) and he said he could not - Line 1 is Run Tests and he had to do that. I did ask if it was even documented that I was to be sent to Hardware/Repair/Nirvana. Poor "Kirit" acknowledged that "Yes, "Shyman", the one who ran the tests when the graphics card and RAID failed and had called me to ask me to call back in and that someone would fix the problem, had in fact documented that I was to be forwarded to hardware." Unfortunately, for "Kirit", Line 1 is still Run Tests and he was stuck.
Somehow by an Act of Vishnu, "Kirit" got his manager: "Subbu" and "Sam from Hardware" [not to be confused with Sam from Tech Support] to at least relay messages to me. There was never a question of my speaking with them directly and poor "Kirit" had to play messenger-boy. Of course, nothing changed. Line 1 is Run Tests. Line 2 is Reset Software. This time they wanted to re-install the RAID software (thus masking the error condition). For over an hour "Kirit" dutifully relayed messages back and forth.
"Sam-From-Hardware" relayed there was nothing wrong with the PC because all the tests ran OK. Well, since the PC is dead they cannot run any tests and when the PC was running of course all tests would run OK. It's sort of logical but as someone said, this is not about logic.
I did point out that when the original problem happens you cannot run any tests because the keyboard and mouse are not recognized and so by extraction you cannot type or click on anything. Once these are reset then you can click and type and all is right with the world.
I did point out that they had run the graphics card test and it froze at 11%. You cannot run any tests when the system is frozen and when you reset you may or may not get an error. But that does not mean that the frozen system is "not failing" and sort of by definition a frozen system has failed.
I did point out there is nothing that I as an end user can do to cause a RAID to fail. I run Vistax64, IE8 and my application. This is not the cause of the RAID failure. And of course if you reset the RAID you can very nicely mask the error condition but that does not mean that the system is "not failing" and if your RAID fails you are not going to be running much because well - the RAID has "failed".
I did point out that their own techs have verified all of the above and run the tests that they could before the system froze up.
I did tell them that I would run all their tests and re-install the software IF they would send out a new system board, couple of drives and a new graphics card. I told them that re-installing software on failing hardware is not going to fix anything. I could "hear" sputtering from "Sam-from-Hardware" and a bit of choking from "Subbu" at the very idea!
In the end, poor "Kirit" said his manager "Subbu" would call me in 15 minutes. I think time in India is on a grander scale than time in the USA because, just like the last time I was told a manager would call, all I got was Dead Air.
Of course, I cannot understand WHY HP would want to run their business this way? It doesn't make sense. Someone pointed out it DOES make sense. Here's how: they pay the Tech Support guys a fixed salary - so it doesn't matter how long they talk or how many times you have to call in - that cost is fixed. If you have a specific hardware problem they can send some guy to jam a card in the system and they are done. BUT if you have a cascade failure or an intermittent problem or something that is not "ezpz" then it's in their interest to NOT repair it, mostly because it is likely to happen again. It's much better to stonewall until you give up and buy another PC. Then they get to close the ticket and they no longer have to support an unstable system. And as far as my $2k - that's a joke to them - it doesn't matter one bit to their bottom line. Even if 100 or 1000 people don't buy a PC from HP there are millions of others who do or will - so I'm just collateral damage to them. The sooner I give up, the sooner they can write-off the issues, close tickets, boost their quarterly stats and show they have resolved everything because I no longer contact them. So, it does make sense in a strange way.
But bordering on the absurd: Each time I was placed on hold I got to listen to the HP ad about how their In Home Warranty Service would fix any problems you had. It was SOOO bizarre.
We as well purchased the same HP Plasma Color TV and of course we heard the dreaded POP and the screen went black but still have the sound. Tried to contact HP but all they want is 629.00 in order to repair it. Seems the circuit board on the inside is faulty. It is an 89.00 part and HP is aware that all of us have had this issue but it is a major hassle trying to contact anyone who can help you and they do not offer any incentive to help replace the part.
I am so furious and for HP to be such a quality name in my opinion it is not.
Bought the TV in late November '06, based on HP's reputation for great products and service. In...
I purchased a brand new HP Pavilion Elite e9280f computer Dec, 2009. It is now March 20th 2009 and I still...
This the mail to inform you that i had taken an extended warranty of my product from Authorized Hp Service centre business automations Indore and its end date is 24/1/2011. I had submitted my laptop to RT OUTSOURCING SERVICE LTD. Indore and they are not ready to repair it telling warranty cant be given on this am suffering the problem from last 15 days only the reason explained to me is warranty cant be given. As they had charged a customer for an warranty then whats the use of it. But this is the high time.Its not our mistake that we had buyied Hp Products. Please help me out if u can as soon as possible.
Product and Warranty Details-
Sales order Number-[protected]
Care Pack Serial Number-G0X1IN2B1599
I’ve purchased a HP Laptop (Model: Nx7300, Sr. No. CNU7051G0P, Pr. No. RR585AV). Since my purchase, I’ve started getting recurring problems in various components such as motherboard, LCD panel, DVD ROM, AC Adapter etc. These problems are so frequent that, I’ve to visit the service centre every month or two. These are the description of the various issues that, I’ve faced and got my laptop serviced for the same:
1. Mother-Board replaced once due to the problem with the display driver.
2. CD-ROM replaced along-with the motherboard which has developed some issue because of the motherboard.
3. The rechargeable battery replaced once in the one year time since, the cells are damaged in the charging-discharging cycle.
4. AC Adapter replaced once since, it was not able to support the charging of battery.
5. LCD panel replaced once recently which has developed some display issues.
And, now the LCD panel has again started creating the same display issue due to which the previous LCD panel was replaced a month ago.
Thus, it’s a shame that a reputed company like HP has such defective parts (or may be recycled parts) installed on it’s new systems which needs replacement every now and then. Even worse, it’s been almost three months since, I’ve lodged a complaint for the replacement for the defective part and has not received the said part at the service centre till now!
I’ve contacted the customer service dept. on phone and on mail (Complaint ID: 2115167) but, they’re always giving the false assurance as always that, the said part will reach to the centre asap. The reason quoted for the delay that, the production of my laptop model has been stopped.
It’s very frustrating that, such a kind of response is given by such a reputed company and; the service quality of which is even worse.
I’m not able to use my laptop since three weeks because, the display isn’t working. And, since, I’m a Computer Engg. Student, I need the laptop daily for my assignments and work. Also, for the past three weeks I’ve not been able to use my BSNL broadband service with monthly charges of 900Rs. And, has to go to the cyber café to surf and do my usual work over the net with a hourly charges of 20rs.
I would like to be compensated as Firstly by replaced of the defective part asap. Secondly, for the mental agony / harassment /embarrassment that I’ve suffered during all this period. Thirdly, I would like to be reimbursed for all the extra expenses which I’ve incurred all this period like for the petrol for visiting service centre, my internet bill (for the period of three weeks ) which I haven’t been able to use, the charges for the cyber-café for the entire period.