HP TECH SERVICE SUCKS

Friends in Technology

I have been touting HP PCs for years. As a corporate buyer I have purchased
many over the years but the buck stops here. I had a small problem with a
Pavilion 735n which tech support could not resolve ( Tech support at Hp
seems to be lay people with a DR PC software program)
I requested a supervisor and tested him with the question "Define Dynamic
RAM" which he could not, had never heard of such a thing. Well, the problem
still exists but I don't think HP will for long.

Thanks for letting me vent!!!

Support at HP is very good for corporate line of products. If you are a
corporate buyer why do you buy a Pavilion ? You got the support you paid
for...

My 2 cents

--
Alexandre Plante
Solutions CompuPro APM
http://www.compuproapm.com
"John Homer" <> wrote in message
news:8pVib.13$...
> Friends in Technology
>
> I have been touting HP PCs for years. As a corporate buyer I have
purchased
> many over the years but the buck stops here. I had a small problem with a
> Pavilion 735n which tech support could not resolve ( Tech support at Hp
> seems to be lay people with a DR PC software program)
> I requested a supervisor and tested him with the question "Define Dynamic
> RAM" which he could not, had never heard of such a thing. Well, the
problem
> still exists but I don't think HP will for long.
>
> Thanks for letting me vent!!!
>
>

"John Homer" <> wrote in message
news:8pVib.13$...
> Friends in Technology
>
> I have been touting HP PCs for years. As a corporate buyer I have
purchased
> many over the years but the buck stops here. I had a small problem with a
> Pavilion 735n which tech support could not resolve ( Tech support at Hp
> seems to be lay people with a DR PC software program)
> I requested a supervisor and tested him with the question "Define Dynamic
> RAM" which he could not, had never heard of such a thing. Well, the
problem
> still exists but I don't think HP will for long.
>
> Thanks for letting me vent!!!
>
>

Vent heard.

However, your venting did not get you closer to solving the problem.

How about posing the question here and see if someone is able to help?

If you've already solved the problem, how about passing on the details?

"John Homer" <> wrote in message
news:8pVib.13$...
> Friends in Technology
>
> I have been touting HP PCs for years. As a corporate buyer I have
purchased
> many over the years but the buck stops here. I had a small problem
with a
> Pavilion 735n which tech support could not resolve ( Tech support
at Hp
> seems to be lay people with a DR PC software program)
> I requested a supervisor and tested him with the question "Define
Dynamic
> RAM" which he could not, had never heard of such a thing. Well, the
problem
> still exists but I don't think HP will for long.
>
> Thanks for letting me vent!!!
>
>

John:

All venting aside, I know you now feel better. I did.
For the same exact reasons you mentioned as far as their service sucks
I would not ever let anyone buy a HP Computer again.
I have always purchased HP for Printers and other devices and never
had any problems. I really don't have a problem with my lap top any
longer but HP support was of no real help. However in all fairness if
I wanted to send the lap top back they would have replaced the
Sympatric Touchpad and sent it all back within a week for up to 1
year. I am still under warranty and decided that the damn thing will
only work when it wants to. So be it. But in my dealings with HP this
is what you can expect to encounter:

1- Long wait times on the telephone for service or support. I was
on hold for over an hour on each time I called. I was on the phone
talking almost that
long trying to get the notebook to function. No help there. But
they offered to have it picked up and repaired and sent back at their
expense.

2- Email support was worse. You fill out the online form (web based
email) they in turn send a response within a day with a canned reply.
The situation of
assistance many times did not fix the problem and on replying
to the email, they never answer it or it bounces back as "this could
not be delivered
to notebook_support(at)hp.com or some other such message. So
its back to the web based email and again the canned responses.
Totally useless.

3- Write a web based complaint to the CEO and they send an email to
support again telling them to fix your problem, they send an email to
you which
of course is not of any help and the cycle starts all over
again.

4- You can offer to have them send the part to you and they tell
you that if they do that and you open the computer/notebook then the
warranty is void.
again this is not helpful. And you lose the warranty. Sort of
like a catch 22 huh? Dell will let you install the part they send and
the warranty is not void.

5- Ask for in home service and they tell you that it is not
available. Again no help there.

6- Ask to bring it to a service center in your area and they tell
you NO, but that they will pick it up and fix it with 3 days both way
to get it back. Now
if you have another one to use. Then try it. But you may even
get a refurbished one back when you sent a new system to them. And god
only knows
what the problems may be with that return. Many folks have
spoken of the situation not even being fixed and worse problems on
return. Hmm

So carefully think about any purchase from HP. I personally now will
go out of my way to tell folks in stores to bypass this brand for the
reasons above. If they don't believe me I can show them the email and
the telephone logs and that the problem still occurs on my Lap top
from HP more times then not.

I just gave up wanting to have it fixed and use the external mouse
which I have more control over any way.

Elector

Hey man, I feel for you. I to tried to get some issues dealt with. Yes the
phone calls were lengthy... They tried a few things. I gave up and lost
interest. (my monitor would not turn on sometimes..) Then it flat out stopped
working.It was maybe a week after my warranty expired? I called and complained.
The guy ended up going out of his way to make my day. He had a new monitor sent
out to me, and told me to return the old one. I got the new monitor in no time.
I've really had no other problems with the PC (that I've not created) I'm
sorry. my fan burned up once. That's it. It's still running great for an old
PC. Sorry your customer service was so bad..
Brian

"BShubert" <> wrote in message
news:...
> Hey man, I feel for you. I to tried to get some issues dealt with.
Yes the
> phone calls were lengthy... They tried a few things. I gave up and
lost
> interest. (my monitor would not turn on sometimes..) Then it flat
out stopped
> working.It was maybe a week after my warranty expired? I called and
complained.
> The guy ended up going out of his way to make my day. He had a new
monitor sent
> out to me, and told me to return the old one. I got the new monitor
in no time.
> I've really had no other problems with the PC (that I've not
created) I'm
> sorry. my fan burned up once. That's it. It's still running great
for an old
> PC. Sorry your customer service was so bad..
> Brian

The problem is its the "Norm" for HP customer service. In any big
corporation that sells multiple devices you would think they hire more
for the tech support to service the devices. Now the one guy I spoke
to when the touchpad stopped working actually had me reformat/restore
the system as it was when I purchased it. Under 24 hours I may add.
When all that was needed was to remove the battery to reset the
computer. That was what the second guy told me. Then he stated that
since they were 3 hours behind in their time zone from the east coast
he recommended I call them at 5 AM or 6 AM EDT and then the wait times
would not be as long.

He was right, instead of waiting over an hour they answered in about
40 Minutes, but spoke to me trying different things for almost two
hours. And like you just said the hell with it. Funny the damn
touchpad occasionally works if I use DSL and not my cable connection.
Strange in deed. But the laptop works great.

Elector