Comments on: HP Support: Next Business Day Nightmare [Update]

By: Hewlett Packard | UPPIX

Hewlett Packard | UPPIX — Mon, 14 Nov 2011 08:36:00 +0000

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By: Deepak rawtani

Deepak rawtani — Fri, 26 Nov 2010 15:00:02 +0000

Serial No: INA01401LF Product No: WP670PA#ACJ

Its a matter of great shame for HP in which faith i purchased this laptop. I bought My laptop DV4 TU2110 in april 28,2010.After buying I have been reporting several issues with my laptop.
First i reported my battery is faulty but as i gone to service station they did not agree.Then i reported issue in my Hard disk and they checked and get me replace on 21.10.10 (Ref.No: 4621150212).
After few days i again reported issue in battery…but they diagnose it that my charger is not working and they got replace on 25.10.10 (Sr.No: 4710, simtech computronics ahmedabad,dated 21.10.10).
Now i am again facing issue in my Hard disk. Its Bio test shows Hard disk is defective and it need to replace. How is it possible only one month after getting replace my HDD from HP service station people again i am facing same issue.That means i have been replaced with defective HDD.i have already complain at support desk (Ref NO: 4622860417)

I am requesting to do needful regarding my case otherwise i will have to file case against HP.
A quick action is needed.
Regards
Deepak Rawtani
Asst. Prof (Bio-Nano Technology)
Gujarat Forensic Sciences University
Sector 18-A, Near Police Bhavan
Gandhinagar-382007, Gujarat. India
Mobile :9427523930,9408276489

By: Sebastian

Sebastian — Thu, 29 Jul 2010 18:50:22 +0000

In case you are looking to reinstall Windows XP from the recovery DVD to a nx8220 and failing with “Windows Can Not Find ‘X:\Setup\Winxpp\I386\Winnt32.exe’” Error Message, repartition the hard drive before restoring Windows.
1. Boot with the OSDVD.
2. Select Open Command Prompt .
3. Type diskpart , then press Enter .
4. Type select disk 0 , and press Enter .
5. Type create partition primary , and press Enter .
6. Type assign letter C , then press Enter .
7. Type Exit , and press Enter .
8. Select the Restart button, boot with the OSDVD, and select the Reinstall Operating System button.

By: sebastian

sebastian — Wed, 05 Aug 2009 09:03:50 +0000

Thanks Chris, I tend to agree.

By: Chris

Chris — Wed, 05 Aug 2009 07:45:45 +0000

My experience with HP ist this…. If you are a technician yourself and able to fix the broken device and you only need parts from HP, then it is really wonderful to work with them. I know other companies that are much worse when it comes to warranty handling.
Sometimes it takes some long and exhausting explanations before they are convinced to send you a part (especially expensive parts), but until now, I always managed it to get what I wanted. You just have to know how the whole system works.

The mail Problem with HP (and other manufacturers) is that they are cutting cost as much as possible. Their support center is in Romania or Poland (according to the accent) and the technicians that come to visit you are mostly young and unexperienced people.

So the only way that works fine is when you do it yourself… like everything in life :-)

By: sebastian

sebastian — Fri, 19 Jun 2009 08:20:07 +0000

Good luck Beth with your new purchase. After my nightmare story with my PC laptop I switched to a Mac. It is still technology and things still break. Macs also play in a higher price range when it comes to purchasing and service/support. I say higher price range because you also get more for your money, they do not try to beat the competition on price. The experience is stunning. Worth every penny. Have a look at http://www.apple.com/macbookpro/why-mac.html.

–
Sebastian

By: Beth

Beth — Thu, 18 Jun 2009 23:31:57 +0000

Thanks for getting the word out. I also have an HP notebook. After the pc dying and unable to get it to turn on again, taking to the local PC guru who advised that there was a problem that HP recognized–I am now left with a PC that does not work and that HP says will cost 250(discounted price) to send in to possibly repair–NO Guarantee!!!!! This is due to the fact that I never received any notification from them that there was a problem and now it is 4 mos out of warranty for “Free repair”
I guarantee that I will take that 250.00 and purchase a new PC but NOT an HP

By: faithnomore

faithnomore — Mon, 23 Mar 2009 17:58:15 +0000

I got back in the days one strange “powersellermodel” named presario, some B1000 series or stuff like that. I had to send it back after 10 months, they made it work again, but forgot to switch on my keyboard….so I had to send it back 2 hours after becoming it. Now, it’s ok, but the fact that at that time they had no technical support 4 that crab preserve can in whole germany pissed me off. goddamn them all, I’ve been living in a 1,5 million big city, whitch is not so big at all, but it’s the third largest city in germany…they sell hp on every corner, but they don’t give a damn about the byers! so, i send it on my tenth mont, send it again after the becoming, had to send it again after the next 10 months. This was my third sending, my third hardware problem.they gave it back with no changes.They said it’s working ok. The warranty was gone after they gave it back to me. Still damaged. It was worth only 4 recycling.so I send it 4 the fourth time, again 2 hours after becoming it… 4 20 months I send that raggedy trash can 4 times to be repaired, and they always repaired it in the netherlands. I understand that it’s cheaper when u repair your stuff in only one repair center 4 every continent, I just don’t understand how many are they paying on the PR- agencys 4 lying tht they are one of the powersellers on the market. What are they selling? lyes, crab, bullshit, selling renomee&rating only without any material product? they r just selling one brand, trademark in a piece of can, with no technical parameters, no connection between the parts inside…damn them all, the supported OS was not able to work with this crab… If u once get involved with hp, u will be 4 the next years… After calls 4 summary over 120 EUR on their hotline(????!!!…?) they send me the other tinned fish called nx8220… What a movie boy, I#m still in it. The only thing they r good is the racketeering of customers. U get one product- u sign a deal with the devit- the price is cheap, the soul is brocken and u have to live with that 4 the next couple of years, because u allways downgrade with something different, less better than yours, u pay 4 the repairs, because now u got 1 year warranty, u pay 4 the fonecalls… I think they only live on phonecalls…. With so much complains u can bild an monopolistic phone empire. I now have problems again, I will be downgraded again to some other funny test product , only because they are sending it 4 free. I think i will buy some lenovo. sorry 4 my bad english, i didn’t used it since 10 years or so

By: Alexander Gilliland

Alexander Gilliland — Wed, 25 Feb 2009 18:29:23 +0000

My mother bought me a bluetooth enabled printer from HP (one of their all-in-one models) and only just recently was able to print with it for the first time as I have not been able to afford the second bluetooth receiver for my computer until now and could not use the small two foot cable that they included as there is not enough room on my desk for the printer, one of the main reasons I got the bluetooth enabled model.

When I go to use the scan to computer function I get an error message telling me to try starting the scan from the computer. After an hour of trying to figure out how to get vista to allow me to start the scan I finally give up and call HP for help. The tech on the other end of the line calmly explains to me that I can not scan to computer if I am using only a bluetooth connection. I will need to hook it up to the computer via USB (defeating the purpose of having the bluetooth now) to be able to use this feature, and I may not be able to still since the longer the USB cable the less likely the information will be received by the computer. I filed a complaint and was notified someone from headquarters would call me to discuss the case.

To my surprise I got the call from headquarters today (I called to ask for help yesterday) and was told a few things that I tickled me until I was purple in the face from anger. One, HP expects the customer to know the technical aspects of things like bluetooth and the fact that they can only send a signal one way. Two, they expect the customer to do research if they do not know this. Three, it is not their fault that nowhere on the box or in any of the user manuals that the printer and computer must be hooked up via a USB cable to use the scan to printer feature. Four, they can do nothing to help me (which includes not sending me a longer USB cable as they do not carry them). Five, I can not talk to their supervisor, their supervisor is administrative only. Six, they are willing to pass on my suggestion to the people that make the boxes. Seven, if I want to go any further I must contact their legal department via fax.

I should have known better then to expect anything from the company that wanted to charge me $100 USD to replace the cracked headphone color on the jack instead of doing the free replacement on the screen and cables to fix the problem I called about. Never again will I buy HP, I would rather go without.

By: galaventures

galaventures — Mon, 23 Feb 2009 18:27:11 +0000

the great god of practical jokes wanted me to experience what you all been up to. There are 5 teenagers in my house, each needing their own computer so over the years I have bought lots of computers and in the past have found HP products to be wonderful, up till now. Just before xmas 4 of our laptops were stolen. I replaced them with 4 new HP pavillions. First day out of the box, the sound stops on my daughter M’s laptop. We ran back to BestBuy but upon turning it on the sound worked. Number one mistake was not opening a case number. One week later when it happened again, Best Buy said the 14 day return policy had run out and I had to deal with HP directly. Whatever, no worries right, it still under warranty for a whole year (a whole year from date manufactured not the day I purchased it so I have to hurry, ha ha)

I have been going through in UK with HP for two months now and to top it off all 4 of the laptops have the same defect, the sound just stops and the only sure way to fix it is to shut it down and reboot.

I my first attempt to get one of the computers fixed my bad eyes misread the itty bitty serial number on the back. Well, it’s itty bitty for my bad eyes. After numerous phone calls, tech support lectures, logistics enquiries, and four days of missing the delivery man who was to pick-up the machine I finally handed the brand-new not working properly computer to HP UK. The reason I kept missing the delivery man was because when HP asked me if I wanted am or pm pick-up I said that on Monday I had to take one of my kids to the orthodontic at 2:30 and only am would be possible. Well HP ordered a pm pick-up. I waited at home, no shower, no bathroom break, even the dog didn’t get her walk for fear of not being able to answer the door when the guy arrived. When I returned from the ortho visit I called the delivery company but they said no worries they would try again tommorrow. After speaking with HP they assurred me they had asked for an am pick-up. Tuesday at 1:00 I called HP. Logistics person assured me I was signed up for am and since I had to leave for another appointment we could reschedule for Wed. I decided that would work and arrangments were made for the second broken computer. To make a long story short. No one came Wed and Thursday two computers were now on their way to HP. The foru days I waited were not the delivery man’s error but HP’s. They lied or did not know what they had arranged.

So I waited. Four days later a lady calls and asks me what the serial number was on the computer I had sent. I explained that I didn’t know since she had the computer at HP. She even said “you didn’t write down the serial number?” I explained I didn’t think I needed to. HP had it. After repeated attempts by her to make me give her a serial number and repeated pleas from me for her to read it off the machine in HP’s possession she threatened to return it. NO, I begged her, please don’t do that… So she did.

The day I received it, with no warning as to when it was coming, I called to reschedule. Since I was starting with a “new Serial number” I had to go through the intial interview with Logistic, review of the prolems with tech support and then speak to the logistics to arrange a pick-up date and time. They would call me back. No word for a number of days and then Holiday in Israel for 7 days. During those 7 days they must have called, but since the didn’t leave a message, how would I know? Well, I wasn’t home to answer the phone, so they sent me a letter, which stated that if I didn’t call them back in 5 days they would cancel my repair request assuming I no longer wanted the machine repaired. Duh, the letter was in the mail when I got back and the five days had passed, almost but they aren’t open on Sat or Sun so they got a few days on me. Well, since the order was cancelled, yep you got it, I had to start over again. H ha ha. But no worries, they would pick it up in two days, but would call to confirm.

That was Monday. No one called Tuesday or Wed so I called back to double check on the pick-up time for Thursday. Oops, the order had not gone through and I had to wait for them to do something to arrange another and finally they agreed that it would be picked up Thursday. Which they did… I have seen the same delivery man 6 times for the same comuter repair and I won’t even start to count the times I have seen him concerning M’s computer, which has the same problem as mine. ARGH and then the other two will have to go back.

The second computer, they claim did not manifest any problems so they sent it back. But they changed out the keyboard and reinstalled the bios. Now I understand the bios but why a new keyboard. maybe they are just covering their bases but when the tech support guy/logistics guy called to see how it was working he couldn’t explain why they changed the keyboard. Whatever, maybe they know it broken and if they admit it they’ll have to recall all the dv5 pavillions since 3 of ours have the same problem???? Who knows.

My motto is be patient, keep that famous sense of humor you have, it will work out eventually. But never buy another HP, or be willing to be ill treated, misinformed, wait endlessly on the phone, make numerous calls, repeat the same request over and over again and have a nasty operator tell you that “looks like you weren’t happy so we had to send back the computer” which means someone wrote something nasty about an unhappy customer. Wonder why she tought I wasn’t happy, begging her practically in tears, “Don’t send it back”.

LOL :)

By: sebastian

sebastian — Sat, 19 Apr 2008 07:24:00 +0000

Thank you Rahul for sharing those details. Hope you will be fine soon. All the best,

Sebastian

By: Rahul

Rahul — Fri, 18 Apr 2008 21:38:43 +0000

Hp nightmare continues.. Hi I am recent victim of this HP support havoc… I bougth HP new notebook from bestbuy and its battery latch is so week that it broke and I had to spend 3 weeks of conversation and sending back laptop. 4th week i get back fixed laptop under warrenty and to my supprise the DVD drive is not working. while fixing the battery latch (which they say the had to replace the motherboard) HP support didn’t connect the DVD drive. Now i have to suffer another 1 month of next day shippment saga. Lets see how it works out.. Good luck to everyone with HP product in dealing with Customer care / total care
PFB the conversation on phone and on Mail.. I have put xxx- XXXX for my phone number for security sake..

Hello Rahul,

Thank you for contacting HP Total Care.

Thank you for writing back and updating us on the issue.

I apologize for the delay in answering your message. Due to the increased volume of messages we receive daily, our response time has increased.

I apologize for the inconvenience caused and appreciate your patience and cooperation.

I have once again forwarded the case to the concern case manager with high priority and assure you that you will be contacted soon regarding the case.

I hope the above information helps you. If you need further assistance, please reply to this message and I will be happy to assist you further.

For information on keeping your HP and Compaq products up and running, please visit our Web site
at:
http://www.hp.com/go/totalcare

Sincerely,
Jasmin
HP Total Care
***Do Not Delete Service Ticket Number***
{ticketno:[8010684575]}
***Do Not Delete Service Ticket Number***

Our advice is strictly limited to the question(s) asked and is based on the information provided to us. HP does not assume any responsibility or liability for the advice given and shall not be liable for any direct, indirect, special, incidental or consequential damages in connection with the use of this information. Always back up your data.
For more information, including technical information updates, please visit our Web site at http://www.hp.com/support.

—–Original Message—–
From: sahni_rahul234@YAHOO.COM
Date: 04/17/2008 12:48:28 EST
To: laptop_support_en@MAIL.SUPPORT.HP.COM
Cc:
Subject: Fwd: Re: Fwd: HP Quality Case Manager Erica Myers

Hi Total care, Will I get any response or a call from HP ??? Did all you guys including Mtr Zachary the case manager wen on vacation / Sleep ?

Thanks and Regards
Rahul Sahni

816-XXX-XXXX(Still waiting your call mr case manager)

— On Wed, 4/16/08, Rahul Sahni wrote:

From: Rahul Sahni
Subject: Fwd: Re: Fwd: HP Quality Case Manager Erica Myers
To: laptop_support_en@mail.support.hp.com
Date: Wednesday, April 16, 2008, 8:33 AM

Hi Jackie and Jasmin, I would like to report inefficiency of your case manager name Zachary Reitan to respond to requests, I called him 8 times today from Morning till before 5:30 CST. He didn’t respond tomy repeated requests to Speak to me. I called on 1-877-917-4380, ext. 19 and then extn 94. How many more calls you expect me to make, where i haven’t received a single call back from him after leaving a call back number and waiting till nearly 2 hrs when your associate told me he will be available in 30 mins in call
around 5:20 pm CST

Your statement “I would like to share that as you have been contacted by HP Quality Case Manager, if you want to contact him back to address any inquiry, then you have to call her/him on the provided phone number as they do not have the option to receive reply through email’s.” doesn’t make any sense when he is not able to call back.

What you expect from me ?? I would like to escalate this matter to someone who Mr Zachary reports to. My case number is 7500-345-710 and i expect a prompt reply / call.

If your case managers don’t have access to these mails then throw your total care system i n a garbage can. its of no use when you have to rely on 70′s methods of calling in over the phone and the person on the other side doesn’t respond.

Regards

Rahul Sahni

1-816-XXX-XXXX

laptop_support_en@mail.support.hp.com wrote:

Date: Wed, 16 Apr 2008 00:22:28 +0000 (UTC)
From: laptop_support_en@mail.support.hp.com
Subject: Re: Fwd: HP Quality Case Manager Erica Myers
To: sahni_rahul234@YAHOO.COM

Hello Rahul,

Thank you for contacting HP Total Care.

Your email has reached technical email support for HP Pavilion Notebook PCs.

I would like to share that as you have beencontacted by HP Quality Case Manager, if you want to contact him back to address any inquiry, then you have to call her/him on the provided phone number as they do not have the option to receive reply through email’s.

Please accept my apologyfor being unable to give you a definitive answer at this time.

Let me know if I can be of any further assistance. I will be happy to assist you further.

Sincerely,

Jackie
HP Total Care

—–Original Message—–
From: sahni_rahul234@YAHOO.COM
Date: 04/15/2008 16:20:49 EST
To: laptop_support_en@MAIL.SUPPORT.HP.COM
Cc:
Subject: Fwd: HP Quality Case Manager Erica Myers

Hi laptop Support
The case manager Zachary, Has not shown up over the phone and nor he has called me or my wife on the numbers provided. As per the technical support person we spoke to on Sunday you have breached the SLA of 24 – 48 hrs. I have made 7 calls to
1-877-917-4380, ext. 19 and verious other case managers have tried to reach Mr Zachary Reitan the case manager for my case id 7500-345-710 since morning dismissing Erica in note below saying MR Zachary is the only person that can solve my notebook issue. As per the last call he is still finishing up his 2 – 3hrs lunch at 3:10 PM CST and unable to come over the support call

I need him to contact me asap before 5:30 CST today, Else I would have to contact consumer redressal groups thatdeal with Lawsuits against HP Pavallion notebook. They have an online form and I would beadding these details to that form.

Regards
Rahul Sahni
1-816-XXX-XXXX

Rahul Sahni wrote:
Date: Tue, 15 Apr 200809:25:09 -0700 (PDT)
From: Rahul Sahni
Subject: Re: HP Quality Case Manager Erica Myers
To: laptop_support_en@mail.support.hp.com

Hi Erica,

I tried to reach you a couple of times at the extension. I send my laptop to the service center three weeks back for repair. I recvd the laptop back in about three weeks and its so frustrating to know that its not detecting the DVD/CD Drive. All I was doing is to run a cd on my notebook.

I spoke to a technical executive who tried totroubleshoot and we found the while assembling back the notebook in the service station, the drive was not properly connected.

I am reachable at 816-XXX-XXXX. Please call back asap to resolve this. The case number allotted to me is 7500391540. You can speak to my wife, who is having the laptop right now.

Thanks,

Rahul.

Thanks and Regards
Rahul Sahni

laptop_support_en@mail.support.hp.com wrote: Date: Tue, 15 Apr 2008 15:33:59 +0000 (UTC)
From: laptop_support_en@mail.support.hp.com
Subject: HP Quality Case Manager Erica Myers
To: sahni_rahul234@yahoo.com

Hello Mr. Sahni,
My name is Erica Myers
I am the HP- Case Manager assigned to work with you on your case.
Unfortunately I have been unable to reach you by phone, thatÂ´s why I am sending you the following note.
I will make more attempts to reach you by phone over the next few days.
Please feel free to respond to this message with any information about your case
or to let me know when is the best time to reach you.
My office hours are Monday – Friday 9:00am â€“ 5:30pm CST.

You can reach me at 1-877-917-4380.
Please enter ext. 19

Please keep this message as a reference so you will know how to reach me as we work to resolve your case.

Thank you,
Erica Myers
HP Quality Case Manager
1-877-917-4380, ext. 19

Thanks and Regards
Rahul Sahni