CathyAnn Loc: Apache Junction, AZ

I am wondering what all of you who are tech-savvy have to say about an experience a friend of mine is going through…

In February, my friend bought a rather expensive HP computer that has the hard drive, motherboard, etc., in the monitor. She does accounting for many motels located in the region. With quarterly taxes being due this month, she has a lot to do before the 15th.

On April 4th, having the computer only 7 weeks, the hard drive broke. Fortunately, she backs it up frequently, so there’s no loss of data.

She called HP Customer Support asking for a new computer and she’d return this defective one since she's had it for so short of a time, and was told the warranty is only for repair, and that they’ll send a new hard drive and an HP tech to install it, setting the time for Thursday of the following week. On the appointed day no one came or called her.

She called customer support and was told that the the tech was overbooked and reset the appointment for the next day, Friday. The tech didn’t show up for the second appointment, and no phone call.

At this point, my friend is having a conniption fit and heart failure - and her language is getting rather colorful. The tech support kept telling her that they were going to email her “this”, or had emailed her “that”, and she had to remind them that her computer didn’t work!

Finally, the tech showed up yesterday, Monday. He looked at her computer and asked where are all of the parts were, saying she needs a new motherboard and power supply too. After trying desperately to calm down, she told the tech all the problems she’s been facing, and he told her he only got the message to fix her computer that morning! She asked him if he came from Virginia, and he said no, that he lives over by Russell Street here in town! At this point, she’s having a meltdown. Customer Support told her that the tech was from Virginia! And it turns out, they have to send a different tech who’s HP certified to install a motherboard and power supply before the hard drive can be installed, and he can’t be here until Thursday, the 14th (tomorrow), and the parts haven’t arrived yet. Fortunately, she’s not been waiting for the fix, and has been working on the books and taxes manually since the computer broke down.

It turns out that the customer support is owned by a different company than HP. And some “supervisor” told her they’d “consider her request for a new computer” if her employer sends a letter to them that her computer is essential for her job.

I know my friend will never get another HP computer, I won’t (but then I have a Mac), and her boss and others she knows won’t ever get an HP computer. In my opinion, since this customer support company isn’t owned by HP, they really don’t care.

Having watched her go through this extremely upsetting situation, I want to know what all of you think about this. Is this kind of treatment customary? I am appalled!

Reinaldokool Loc: San Rafael, CA

Not surprised. HP support has deteriorated tremendously. Before Carly Fiorina became CEO, HP was a great company. Their tech support was fast and worked well. I was in the "biz" for many years (MSCE working with large networks) and watched it go downhill.

Employees no longer want to work there because of the atmosphere of "screw the customer" and screw the employees as well. Tech support has deteriorated even further in the last five years. I bought two HP's about a year ago, a laptop and a desktop. Neither has performed well. I've needed tech support for both and finally used a local firm to help.

CathyAnn Loc: Apache Junction, AZ

Thank you for your comment! I'll let my friend know what you've said. It probably won't make her feel better, but at least she will know she's not alone.

picturesofdogs Loc: Dallas, Texas.

I work for a very large defence company. About four years ago we dropped Dell and went with HP because they offered fast onsite service and a good price per unit. After dealing with them for the last four years of bad service and excuses we're going back to Dell.

richosob Loc: Lambertville, MI

I've had several HP printers and when I needed tech support it was atrocious. They seemed to give you rehearsed information and didn't act like they really wanted to help you. I haven't had a HP product since, but now I have a problem with Canon support. Have a problem with one of their printers.

Rich

retiredsgt Loc: Red Lion Pa.

I currently have an HP lap top, and am looking to buy a new desktop. It certainly Will Not Be an HP! Thanks for the info!

LoisCroft Loc: Jonesborough, Tennessee

Good to know. I was just looking at a new HP laser color printer. This makes the decision much easier.

OlinBost Loc: Marietta, Ga.

I used to work for HP (pre-Carly, she did me in 2002), and tech support is one of the worst. Their web site is an embarrassment at best. I will buy their laptops but that is all. As for desktops I buy used Dells. Fortunately I do my own repair and support. Lenovo has the best online support for their products.

JimBart Loc: Western Michigan

Thanks for this timely article I was ready to order a new HP 2 in 1 today Looks like I am back to square one as Dell does not offer one with my system requirements

OviedoPhotos

Sadly as people want lower and lower prices for items the support gets diminished. Most product sold work well and in a disposable society you just chuck the dead/malfunctioning device and buy another.

There are remedies to this, for example buy devices at a locally owned computer sales and service store, for which you will pay full retail but you will get free support.

PRodacy Loc: New Mexico

If she bought the computer directly from HP, then her complaints against HP are legitimate. However, if she bought the computer from a reseller, that reseller is the one who is responsible for the poor service. The statement that "It turns out that the customer support is owned by a different company than HP." indicates that its the other company, not HP who is responsible for or providing poor support.

Make sure you know who is at fault before criticizing a company.

foathog Loc: Greensboro, NC

Carly Fiorina for President!!!!!!!! LMFAO

Madman Loc: Gulf Coast, Florida USA

Based on my experience with HP, I would rate their customer service as one of the very poorest.

I had purchased a PC from AAFES. A few months later I called them with a question. I was told that my warranty was expired - it was not, I had the paperwork in my hand. But because they claimed that the warranty was up, I would have to pay to get my question answered.

I will never buy or use any of their products again.

ecblackiii Loc: Maryland

I had a similar problem with HP tech support. I bought a "Total Support" contract for my laptop. Then when I encountered a problem cause by some software setting somewhere in the computer, HP refused to help unless I bought a separate "Software Support" contract. Since HP wouldn't help. I could only get rid of the problem by reformatting the drive and reloading all the programs and files back on it from an external drive copy. It took a couple of days. So much for HP "Total Support."

BTW, I also have a Dell tower computer. Whenever I have any kind of problem with it, hardware or software related, Dell solves the problem for me! Go Dell!

louparker Loc: Scottsdale, AZ

Two comments:

1. Carly Fiorina is a Republican -- why would you not expect HP to not give good customer service after she (aka "bean counter") took over HP?

2. If she had bought the computer from Costco, she could simply have returned it, even if she had had it 7 weeks, and either got a refund or a new one for at least for several months, if not a couple of years after she bought it. I bought a Princeton monitor from Costco a few years ago, and after about 3-1/2 years a transistor blew, so I took it back to Costco and the gave me a refund for the full amount I paid for it even though the current price of that monitor was less than half of what I paid for it originally.