HP forum: HP Printer Customer Support

Are you kidding me? My dad is a retired doctor who spent his life taking care of people. He doesn't have his own IT staffer. When he calls customer support, he's not "folk" who wants a correct diagnosis without inspection, he's a guy who has a printer that doesn't work with an extended warranty. How about a customer service rep who says, "Gee, maybe someone should look at that" and not "give your credit card so I can charge you for you more ink you won't need because I don't have the ability to solve this problem over the phone from India."

Are you going to make excuses for the HP customer service reps who can't solve the problem of a printer being sent to the wrong location after 4 hours on the phone? Maybe I should call my IT staffer to come pack it up and take care of it for him.

We brought this on ourselves? In what universe? Lower prices are just a way to sell a crappier product and then hope you can beat down the customer who has a problem long enough that he just buys a new one.

The analogy doesn't really hold up. There is no physician extended warranty number to call, and if you call a doctor with a problem, they schedule an appointment or make sure you visit an emergency room. They don't take your credit card from another country and send you medicine. If they do, they go to jail.

Consumers have not voted for any such thing. Consider yourself conned. People pay more for Apple products, specifically because of the customer service. People will pay more for quality items and service and it is the companies, not consumers that made the decision, quick sales, poor customer service, and crap products for higher profit. There is no excuse for providing customers with a product at any price that does suit its intended purpose in 2 months. If you are only going to offer "pay as you go support" then don't charge for an extended warranty and don't upsell products when you pretend its customer support.

The behavior of HP is inexcusable. I find it reprehensible, especially given that they are taking advantage of a senior.

How long have you worked for HP?

Wow, you are really bending over backwards to give HP the benefit of the doubt aren't you? I hope you get a nice Christmas bonus or at least a gold star on your report card.

"HP must never made a guess that it's the printer and have it replaced"?

Yes, they should err on the side of the consumer (think Apple Care concept). If a printer is less than two months old, the tech rep should ask how much printing has been done. If the answer (as was the case here), my father told them that he printed less than 20 total pages, it doesn't take a rocket scientist to determine that it is probably the printer. Instead HP makes the decision to sell a vulnerable and not tech savy senior citizen more ink, and then when that doesn't work then they offer to replace the printer (and then send it to the wrong place).

"We will not pay for good service". Wrong. We buy extended warranties on $99 dollar products specifically as a way to try and get good service.

You can post all day long, but you also avoid every tough question and only answer the easy ones. Do you think HP is running competently or efficiently when they Fed Ex manuals to one side of the country and the printer to the other? Or how about when they can't return a phone call that would have saved them return expedited shipping, TWICE? They pass that incompetence and cost down to the consumer. If they had competent customer service, they could save enough money to offer good service.

Meg Whitman is apparently just as big a failure at running HP as she was trying to get elected in California. Must be the leadership.