HP: To all those with HP Tech- Support Problems--BEWARE!
To all those with HP Tech- Support Problems--BEWARE!
by IDAREYOU - 8/22/09 6:48 AMMy heart went out to all the reader's who had encountered problems with HP's poorly trained out sourced technical support team in India. The focus of many of the complaints seemed to be on the language barier- which can exist. Worse, however is the lack of competency -even in those one can understand. I wish I spoke foreign languages more fluently, but I don't. I would never apply for, nor expect to be hired at a Hindi-speaking company that dealt with technical issues.
BUT BEWARE! Should you have as many problems as I did, (see my review of the HP MINI 1151NR on CNET under NETBOOKS for THAT travesty),
or if you simply wish to discuss your issues with HP Corporate HDQ in Palo Alto, CA, beware a I say. They don't speak English either. Its an unsettling combination of words you know, sentences you will be offended by, arrogance, cynicism, rudeness, lack of attention to detail, failure to follow up and a weird/nasty sense of humor about terminal illness (if you have one, as I do).
I asked a SENIOR STAFF MEMBER IF SHE READ ANY OF THESE POSTINGS AND SHE REPLIED, "NEVER. WE COULD CARE LESS AND DON'T HAVE THE TIME FOR A BUNCH OF CRYBABIES".
I received a FORM letter thanking me for taking the time to contact the CEO. "Your ideas have been passed along..." Right.
I'd like to send out a group e-mail to all HP stock owners urging them to read this forum. And I certainly preferred a simple language barrier to the slap-in-the-face response I received in clear English but not a language I understand or wish to learn.
HP has the worst tech support I have ever experienced
by zahmbee - 8/23/09 5:13 PM In reply to: To all those with HP Tech- Support Problems--BEWARE! by IDAREYOUYou aren't kidding when you say that the HP techs are clueless. it's a real mess and HP really could not care less. Also, beware of HP updates from their website. they are written by the same clueless idiots that offer tech support. My recent problems came when I installed an update to their mediasmart software. Honestly, it was 3 weeks of back and forth with idiots. I finally gave up and re-slammed my computer to get it back to factory new condition. Can anyone tell me what happened to the good name of HP. One of my friends was charged $50 for tech support when the Indian tech said that they could fix a burned out network adapter over the phone. That was totally ridiculous. HP is going to end up like the Detroit auto companies very soon if they don't look at the harm their Indian tech support is doing. I'm sure that the cost savings look good today but there isn't going to be a customer base in the future. The writing is on the wall.
OMG HP tech support is legendarily terrible
by christyrobinson23 - 10/25/09 4:56 PM In reply to: HP has the worst tech support I have ever experienced by zahmbeeNot just the people. I'd be happy to spend more time with the people. But I was hung up on FOUR times while either on hold or while being transferred. What I really want is tech support chat, but that function appears to be down. What total jokes.
love those case nrs
by Tinkydinky - 10/25/09 9:35 PM In reply to: OMG HP tech support is legendarily terrible by christyrobinson23Bought Pavillion laptop HP in Honkers in June 08. Screen crashed in December. Called to lovely Cheeta in Bangalore. She gave me 2 case numbers in case. Went for repair in January. Came back with replaced HDD. Told techinician that the problem was a dead screen. Guy checked it out on the spot and confirmed. Called Cheeta's sister in Neeva Sheeva. She gave me another casenumber. Laptop went in repair until May (4 months!). I picked up the laptop in May. Technician could not find my laptop amongst all the other Pavillions (...). Problem was that apparently my laptop got another casenumber than the one I got from ms Neeva Sheeva. Finally started lapping around. Last week the Laptop crashed again. HDD failure. Called HP again. This time mr. Bombay on the line. He told me after 37 minutes that there was no more warranty and that he would charge me. I have asked him for a case number to confirm my call. I got another casenumber (but this one already closed was the condition...). Enough casenumbers to go to Fair Trading now to 'expose' the casenumber scam HP has setup to confuse everybody.
Bought a new HDD today. Cannot restart it 'cause I dont have CD with Vista.... I have gone back to manual at the moment and told my clients they can from nowonwards expect snail mail in their mailbox. Wonder how long it would take my biz to go belly up. Probably faster than HP.
Those case numbers really make your day, don't they?
by IDAREYOU - 10/26/09 6:50 PM In reply to: love those case nrs by TinkydinkyI winced as I read every line of your terrible ordeal...until late in your text when I realized you have a WHOLE NEW LEVEL OF "CASE NUMBER" HELL to experience.
To reach this layer of horror, you need to call the corporate office in Palo Alto. They change the name from Customer Assistance to Customer Follow Up every week or so to confuse you...but tell them you wish to file a phone complaint about the phone service you received. You will be assigned a "caseworker". S/He will...get ready...assign you a new and separate case number from all the others. S/He will tell you that if you need to call Tech Support again, NOT to mention this case number because it is the number used by HP Mgmt to track problem calls and inefficient staff. Therefore, S/He will ask your assistance in keeping this number secret. Here's the joke. The Tech Support staff CAN SEE THE NEWLY ASSIGNED CASE NUMBER ON THEIR SCREENS if they know where to look...and most do. They, then reverting to their zombie-like idiocy, will begin to MIX UP THE PREVIOUS (LATEST) tech assigned number and the SECRET HDQ CASEWORKER CASE NUMBER so you will not know which HP case number to refer to when you call back. Unfortunately, HP does not yet market a DECODER RING to help us understand this process...but hang in there, I'm certain it'll be available soon...with an especially preassigned case number should there be a problem. Seriously,I DO feel sorry for all you went through and just hope you and I find a bedtter company with a solid product. John
not going to buy HP again
by zahmbee - 10/26/09 2:52 AM In reply to: To all those with HP Tech- Support Problems--BEWARE! by IDAREYOUI'm not going to buy another HP computer.
Very disturbing
by MARBLEANN - 10/29/09 11:42 AM In reply to: not going to buy HP again by zahmbeeI have never had any problem with HP's customer service UNTIL recently. And the tech was in Canada and was not Indian.n A way to fix a minot problem was to do a complete restore. After I did it I had to do major damage control to get it working correctly. And the probelm was not solved. The other issue was my laptop 9005us was one of the laptops with a one year extended warranty because of a problem HP admits to. Would you know the problem happened a few months after the one year extended warranty expired. I called them up and told them I had no problem with the computer for two years and right after the warranty is up a problem that HP admits is theirs wants me to cough up 400 buck to fix that very problem. I told them there should be a unlimited time to make good on that problem. Why fix something until it is broke. And if the person has it fixed and the same problem happens HP should make good on it for the life of the laptop. I am really upset.
But in defense of HP customer service. It doesn't matter to me if the techs come from Mars if they do their job. I have to believe the tech hires in India are probably more educated then the techs here and in Canada, plus they can speak English. I can understand them, how many of you can speak Hindi.
I was talking to a tech for IBM a while back he was in Utah, he told me he had school the next day and I was his last customer. I inquired what year in college was he in. He responds he is not in college but in 11th grade. See do not make the assumption because a person has a accent they are somehow less competent to do the job then a native born American. I love the way people love to pick on these people. But give a pass to American customer service people. I find them no different and I think it is pure bigotry to complain about people simply because they come for India, I bet none of the Customer Service complainer would be question their intellect if they all had Irish or German or Italian accents,. And I again will bet those techs in India are probably better educated then the ones in America because they do not have to pay professionals the same amount of money there and they do here. I bet a person with a Master in India probably gets paid the same or a little more then a person with a High School education or little better here.
Disturbed a "Very Disturbing"'s reading ability
by IDAREYOU - 10/29/09 9:28 PM In reply to: Very disturbing by MARBLEANNSpeaking only for myself, I found your comments unusually jingoistic and poorly thought out. For myself, I stated in my comments I wish I DID speak Hindi, but I question your assumptions about these techs educational background and expertise. Two of the 5 techs I spoke to did not know how to turn on my device!! I did notice many who wrote complained about a language barrier...you are gifted and lucky having no difficulty understanding somewhat heavy accents. But the point is...you chose to berate and criticize those who are not as gifted and DO having problems understanding the techs. THE POINT OF THIS FORUM IS POOR SERVICE....NOT HOW THE POOR DIRECTIONS ARE SPOKEN. You write 3 sentences about some problem with HP and 4 paragraphs about how bigoted we all are. Wrong forum. This is about HP's steady decline in concern about customer satisfaction...which is plain to anyone regardless of what language in which it is stated.
Passive agressive not working here.
by MARBLEANN - 10/31/09 11:47 AM In reply to: Disturbed a "Very Disturbing"'s reading ability by IDAREYOUGee I am sure you would question my assertion that they are probably more educated then the average American phone tech. I already stated why I feel that way. No need to get into that again.
See I am not challenging all the complaints people have about HP Tech support. I have a few myself. What I am challenging is the bigoted remarks some of you are making. So do not get it twisted. I have had
hard times understanding home grown American techs and their understanding of problems. See I have gotten Canadian techs who work for HP and had problems. You folks act like the people on the phones do not speak English. They speak English. And about accents I am sure some people living in Great Britain will say we have terrible accents too. Which btw the Indian educational system is based on.
About you getting a job that was outsourced to India. I am sure if you lived in India and was qualified you would get a job for HP as a Tech for Americans, because you Do NOT have to speak Hindi you have to speak English.
I am also sticking to my feelings if these were outsourced European Techs no one would be complaining about their accents or their education. And you would not be equating poor service with having accents. Ask for another tech you can understand, if you cannot indeed understand the directions. The fact is just because you do not understand them does not mean the vast majority of customers cannot either. Bad service is if they refuse your request.
Going back to the previous point if you indeed had a hard time understanding the English the tech was using did you ask for another one? I have certainly done that with not only people from other countries that I do not understand but for people who perhaps have very thick local American accents I cannot understand. Or is it easier for you to just complain and assume none of the Indians techs can speak clear enough English for your ears?
There is a saying that goes if you throw a rock into a group of dogs the one that got hit barks the loudest. I say that because you are the only one baking about what I mentioned.
And lastly it does not matter if this discussion was on CNET or in a church or a department store parking lot. Bigotry should not be tolerated anywhere, not even CNET. So if you do not like I mentioned some people were acting like bigots. Stop acting like one of them.
XMas 2009 wishlist of things I want from HP!
by denbois - 11/30/09 4:35 PM In reply to: Passive agressive not working here. by MARBLEANNMailed HP CEO on Nov 30th at this website:
http://www.hp.com/hpinfo/execteam/email/hurd/
Mr Hurd:
I would like to share with you 2 comments. The first pertains to my past 4 year experience with a Pavilion latop. The second pertains to the customer support experiences.
1 - I have had a Pavilion DV2618ca computer for about 4 years now. I think that the physical product is a good one, BUT in all honesty the VISTA OS did you and me a great deal of disservice. I had to rebuild this machine 4 times now, due to the flakiness/instability of the OS. It is a shame that HP does not take more care when offering preloaded machine packages. In the future I will defintely be more careful when purchasing preloaded machines including HPs. All in all the rebuilding of my machine 4 times and the loss of info has cost me significant!!!
2- Regarding the customer support, it seems that most of this is now being done thru India. This is very disappointing to me as I am of the belief that HP should be hiring US persons rather than shipping jobs off. I believe the latest headlines state that official unemployment is at 10.2 % while unofficially it is probably close to 20%. My question is: 'Can't HP stop thinking about their max Rupee profits and think about helping Americans get jobs'.
Additionally the outsourcing of the support I sense is affecting the quality of the support and it is quite annoying when you clearly sense that everything is script driven. Actually my last online support with someone bearing a very American name, was I believe, handled from India. When I asked the person their location, he stated that company policy prevented him from divulging this information. This online chat support occured a few days ago.
It really frustrates me that HP is not doing more to help keep jobs here and it is very disappointing that HP is now instructing their staff not to divulge their location. This seems dishonest and most certainly confirms that overseas avenue that these support calls are being sent to.
TO RECAP, I hope HP will in the future avoind the preloaded VISTA fiasco and will do everything in their power to hire AMERICAN workers in the support area. If you do this I will defintely buy more HP products from you!
Cheers and wishing you health and happiness for Xmas 2009!
HP Computers may be Bad!, and Service is too???
by Mike Hallock - 12/4/09 6:33 PM In reply to: XMas 2009 wishlist of things I want from HP! by denboisLike everyone here in the HP Forum, I have had my problems also. I bought a desktop last December 2008. In March, my hard drive stopped working, but HP sent me a new in a few days, and I installed it.
In 30 days, the second hard drive quit. My thoughts were "Why did I leave my guard down?" Again, HP sent me another HD, next day!
Well, I said to myself. Tech support. Something else happened. I don't remember what it was, but I started getting frustated. Couldn't get hold of tech support. So I started looking for someone who could help. I happened to come across a phone number for spanish people. I said, "what the heck!" This guy answered in spanish, but recoved nicely when he discovered I couldn't speak spanish. Believe it or not, I got some help. Good help!!! He knew what to fix and how to keep my computer working. I haven't had any problems since then.
Now I have a question for all of you. My warranty expires next month, any suggestions of whom I can to cover my problems when I have a problem.
Thanks for listening.
Mike H.
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