"HP has QC problems + horrible customer svc."2.5 starson by zhongtrvlr
Pros: Given QC problems before we started even using computer, not sure there are many pros - need to wait and see if it works now. slim design, and quiet operation (except for rattling of the defective dvd drive.)
Cons: see summary below: between the computer problem itself (as well as a printer defect in the printer bought to go with the computer) and the terribly inefficient and ineffectual customer service that takes up huge amounts of the consumer's time, cons+.
Summary: HP either has major defect issues, or we got incredibly unlucky with brand new computer and brand new printer - both defective. Computer arrived from HP and could not read dvd to set up printer. (HP printer that had arrived also was defective and had to be replaced -- print carriage would not move to correct position.) Spent days and days with not well educated HP tech help via phone, waiting hours on the phone to get anyone and then having to start from the beginning with each person to try to explain situation -- they refused to start by looking up the case number and required us instead to review email address, phone number, serial number etc -- such a terrific waste of time and sending the message that they were not in fact paying attention to the consumer they had already been talking to about a problem. After 3 separate interactions, they finally agreed there was a physical problem with the computer -- and since the drive was rattling audibly and they could hear it over the phone, seemed like pretty obvious conclusion - but it took ages for them to agree. Then it only got worse; they sent out the wrong part and the tech who came from Hp was not allowed to use the correct part he had with him. Reports were filed by the tech, more calls ensued and finally the computer was shipped back for repair -- HP person on phone would not authorize replacement. Also would not give us any number we could call that avoided the lengthy phone waits, but said they would call us -- does not work well if you are busy. would be so much better to allow consumer with known problem that is HP's fault to call HP when it works for the consumer! Computer is finally back - weeks later, and we are wishing we had gone with another company.