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HP: HP Customer Service Falls Short
HP Customer Service Falls Short
by Lee Pillsbury - 2/25/09 8:18 PMI bought a HP All-In-One printer, model 7860, last October. The Automatic Document Feeder (ADF) is not working. The problem is in the internal workings of the machine, not the customer-accessible rollers/feeder. I have spent 4 hours over two occasions with non-english speaking, poorly trained "customer service" people who defy the title. HP is where Dell was when they went down the drain. I can only hope HP is smart enough to recognize they're "circling the porcelain thundercup" due to horrendous customer support. If anyone knows how to get the attention of someone at HP with a passing capacity to speak and understand english, I would be eternally grateful.
Maybe you need to simplify your support request?
by R. Proffitt
- 2/26/09 5:48 AM
In reply to: HP Customer Service Falls Short by Lee Pillsbury
If your product is in warranty and is broken just state that. Do not try to get them to tell you how to fix it or try to get the parts or a procedure to fix it.
Make it this simple.
1. My device is broken.
2. It's under warranty.
3. Can I have instructions on where to send it to for HP to fix it?
Bob
HP'S 'AWARD WINNING' CUSTOMER SUPPORT IS WORST EVER
by lascotty23 - 9/2/09 8:02 PM In reply to: Maybe you need to simplify your support request? by R. Proffitt
Bob, sound advice regarding simplifying your support request. However, that doesn't help. I had total hard drive failure on my HP Pavillion desktop three months into owning it. I contacted support in May to initiate a warranty replacement of my hard drive. Half a year later, I have had them run me in circles, fail to contact me, and now, tell me my warranty is expired. The language barrier has more to do with the fact that they adhere strictly to their scripted responses and questions and won't give at all based on your particular situation. It's not stupidity, its HP's corporate/support training/policy. If anyone has advice re: warranty/support issues, please let me know. The companies' lack of accessibility is one of the major issues with their service. I asked the HP representative who I could speak with to address my problem and she told me she would not be able to provide me with any information and to visit HP.com.
Let's say the hard drive is dead.
by R. Proffitt - 9/3/09 6:58 AM
In reply to: HP'S 'AWARD WINNING' CUSTOMER SUPPORT IS WORST EVER by lascotty23
That's at most 50 bucks to replace. I'd go to geeks.com, newegg.com and order one up and wait for it to arrive.
Pop it into the machine, use the recovery media I created when I got the machine and enjoy my machine.
Bob
HP Customer Service is a JOKE!!! I AM MAD!!
by Wonder14 - 10/8/09 3:51 PM In reply to: HP'S 'AWARD WINNING' CUSTOMER SUPPORT IS WORST EVER by lascotty23I will probably never do business with HP on-line again. Since April of this year, I have ordered, with phone help from the Sales Staff, several items for my home business. Each time, because I am not a computer whiz, I have asked for advice to make sure I am getting the right accessories, etc. Three times I have been advised that yes, all is well and my order is on the way. Three times, because of "Sales Advisor" help, my order was incorrect. I should have gotten help from a friend or consulted CNET or something because three times I have had to hassle with their "We don't want to take it back!" department WHEN IT WAS THEIR FAULT FOR TELLING ME TO BUY THE WRONG ITEM. YEAH. NOT MY FAULT. I am now in the middle of trying to return inks they told me would work with my printer--WRONG! Instead of trying to help me with a return or even exchange for unopened merchandise, three of four associates with whom I spoke over three and a half hours could not find my orders (NOTE: they disappear after less than 6 mos. so hold on to your information.) and they kept grilling me on WHY DID I CHOOSE THE WRONG INK? The answer, which was I DID NOT!, just did not get through. Finally the last person I spoke to, on a connection that sounded like we were communicating through sewer pipes, said he or she would refer my "case" to a case manager and I should wait by the phone for a call. The is all SO offensive. My advice: avoid HP unless you enjoy sadistic, ignorant company representatives and find a company that cares!
HP service
by Phil Crase - 2/26/09 6:40 AM In reply to: HP Customer Service Falls Short by Lee PillsburyYes I think many of us can relate, the LAST time I contacted HP (a couple of years ago) I spoke with "MUJABAR" while a very nice fellow I finally gave up on the language thing and wound up figuring the issue out myself.
Maybe it's because we actually speak English
by fbbbb - 2/26/09 7:27 PM In reply to: HP Customer Service Falls Short by Lee Pillsburyin the UK, that I don't really have a huge issue understanding the Indian tech support guys. There's been no-one whose accent has been unfathomable (and I'd bet that you and I speaking to exactly the same range of people), and I'd say a lot of them speak better English in terms of context and grammar than some Good Ol' Americans I've met.
Perhaps that's the problem?
Language issues
by Phil Crase - 2/27/09 6:03 AM In reply to: Maybe it's because we actually speak English by fbbbbGood point. When I was in one of the Southern states last year on business I almost needed a translator.
Customer Service and Language
by stevemt1 - 5/24/09 12:07 PM In reply to: Language issues by Phil CraseI have pretty much had it with these so called customer service tech's. Instead of hiring someone to read off a computer screen "If customer has this response, you say this" why don't they just send me the book and i'll read it and follow the instructions myself?
As far as the language barrier goes, that is fine if HP or anyone else just wants to sell products in India, UK or even the Middle East but if they want to sell me something in the southern US they better staff their tech lines with someone I can understand and can understand me.
Re: Customer Service and Language
by Big Steve - 6/6/09 3:32 AM In reply to: Customer Service and Language by stevemt1Also being from the deep south I have to agree with you. I was on the phone with an HP tech support guy based in India yesterday for over an hour trying to correct a problem I was having with my HP C5280 Photosmart printer. The problem did not get resolved and I've decided to try again next week and hopefully I'll get to speak to a tech rep in the Phillipines (sp?) who I can understand better than those jerks in India.
The jerk yesterday had the audacity to tell me he couldn't understand me, I told him quick it was his job to make it to where I could understand him and not the other way around. I can't wait to receive that email from HP asking me how my tech support session went with "Sam" yesterday and I bet his name wasn't "Sam" either. I don't know that much about those people from India but are they technologically smarter than those of us here in the USA or are they just getting those tech support jobs because USA corporations can pay them less?
HP Lap Top Support (the lack of)
by sheenm7 - 8/21/09 11:38 PM In reply to: Re: Customer Service and Language by Big SteveIt seems that most computer companies have out sourced all but their headquarters. I recently had a go around with HP support on a newly purchased HDX Premium Series lap top. The system was made in china, tech support is in Canada and tech support management is in Mexico. It is not just understanding them it is really the end result. With HP I would have to give them a zero for results. And I though Dell was a no support company I was so very wrong. I am not sure where the USA is headed so please let your voice be heard. Perhaps I should not have bought the system on line. Never again will I ever consider any HP products.
Its a problem...
by Willy - 8/24/09 12:20 PM In reply to: Maybe it's because we actually speak English by fbbbbMaybee so, however some websites offer the option of American English and British English not in spoken terms but written. Its clear there is a difference even here(USA) when talking to a Southern person to a Northern one. Alas, phone support for the telephone system uses the Midwest as a "neutral" region of sorts as English spoken there gets understand quite well across the USA. The plain fact is, US users have a problem with Indian support as provided. On the surface it creates an issue on top of the heated one of why the support call was made. HP, should review this flawed policy of offshore support and its causes problems on its own. In other words, users are already jumping ship to rethink thier next computer purchase.
tada ------Willy 
HP had better wake up
by zahmbee - 8/22/09 6:42 AM In reply to: HP Customer Service Falls Short by Lee PillsburyHP really screwed up by sending tech support to the third world. The first computer company that comes back to america is going to rake in the customers and profits.
HP Tech Support Hell Survivor - AmEx Says Dispute Charges
by NorthBeachnik - 8/31/09 6:36 PM In reply to: HP Customer Service Falls Short by Lee PillsburyToday, I had the unfortunate experience of needing to call HP Tech Support. I do better than most Yanks with the Indian-accented attempts at American English (perhaps because I speak German and went to an American prep school and learned to pronounce many English words and phrases with a British accent, had an 11th grade biology teacher who was a Brahmin from India, travelled to England and all around Europe...and watch a lot of Brit TV with a lot of Indian characters...oh yeah, I watch a lot of the better Indian movies on DVD).
HOWEVER, the real issue is not the language - its the total lack of support and HP and other companies not even caring that they do not offer what used to pass for support. Today I called HP Tech Support to have someone walk me through reseating my DVD drive. Not a big deal. The drive is loose (but works and plays movies when I can get it in at the correct angle by sliding it in just so and holding it up just a little bit at the same time with a finger holding it up from underneath the drive door as I'm pushing it in.
A few years ago on another laptop another tech Support person walked me through this procedure. I took a screwdriver, unscrewed the bottom of the laptop, fiddled with the drive as the competent Tech person talked me through step-by-step. Voila! DVD drive like new! It open, closed, and played perfectly.
I spent over three hours today with HP Tech Idiots trying to convince them that (a) I was having the same problem that I had with an earlier computer and (b) all I wanted was them to tell me which screws to remove (its not at all clear on this model and I don't want to go near my HD) and how to reseat this very, very physically loose DVD drive.
HP Tech Idiots kept insisting that there is a SOFTWARE problem as well as a Hardware problem. We checked - my device driver management (under control panel - Vista Home Premium SP1) reports only a network problem - all other drivers are fine. But because their computer book insists that "the software/driver and the hardware/DVD player are intertwined", HP Tech Idiots keep repeating this idiotic statement over and over again. They can not imagine that just the hardware, i.e. the DVD player may be having trouble. They kept saying: "Your driver is corrupt. The software and hardware are intertwined" And they refused to tell me how to take off the panel of an HP PAVILION 9000 Series Laptop, specifically an HP PAVILION dv9810. As for the device driver, it was reinstalled earlier this summer, not because it was corrupt but because something else was so I reinstalled all device drivers from the System Restore on Drive D of my laptop. The DVD player has been playing fine since then. But the physical DVD drive has been getting progressively looser since last year. This weekend it just got way out of whack. Half the time I can't get it open even with a pin.
Then HP Tech Support wanted to charge me the $59.99 for support because I am out of warranty (just out of warranty). But they were unable to connect to my laptop remotely using HP Instant Care no matter how many times they tried through the Internet adn through email sign-up. I refused to pay and demanded a supervisor. The IDIOT was stupid enough to tell me that the problem was their "HP" server (in India or who knows where) and they could not use HP Instant Care with ANY customers today. I told him to reverse the $59.99 charge please. He refused and I told him that I would dispute the charge with American Express - the ccredit card company that generaly sides with the customer not the merchant. He mumbled "Yes, I know" in a defeated way and told me to go ahead and dispute it.
I called USAA Amex and relayed the story. They placed an alert on my account which will notify me the minute that "pending" charge goes through and then I call them again and they will start my dispute process. The rep completely understand why I'm disputing this so I'm not concerned about my money. I'm just concerned that I have a 17" laptop which I USED TO use for watching movies in bed or while travelling AND for "Lightscribing" professional-looking label photos and graphics on CD-Rom backups that I made.
Now I need to figure out if I can buy an external DVD drive that will work with this lousy f%@*ing HEWLETT PACKARD piece of CR#P.
It's the help, not the language
by AllenBrand - 9/1/09 1:12 PM In reply to: HP Tech Support Hell Survivor - AmEx Says Dispute Charges by NorthBeachnikI'm willing to try and work with anyone's language. I purchased yet another HP printer as I always had great support from them. This time so far, I've been through a Canadian, Indian and perhaps other nationality but the problem is they can't problem-solve. After purchasing half-a-dozen Dells for my small business, I swore off those machines following an incredible foray into Dell Hell with their customer support. I really don't want to have to leave HP behind but so far I can't get my all-in-one printer to work ... so what to do ... I hope the company is monitoring these posts.
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