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"Will Never Buy From HP Again- HORRIBLE CUSTOMER SERVICE"
0.5 starson by lplynnPros: Streamlined look is very attractive, Sound is Good. Touchsmart Features were good until they stopped working properly
Cons: #1 Problem has been with HP's failure to resolve several problems with PC during its warranty period, including hardware probs involving my CD/DVD drive & a variety of hardware/software interface probs affecting Windows & Internet Explorer.
Summary: Would not ever recommend HP products due to the company's lack of customer support. I bought my customized Touchsmart 600-1005xt PC directly from HP in Nov on 2009. Between Jan & Oct of this year, I have had over twelve extended (and often frustrating) conversations with HP reps regarding numerous PC problems. What I have encountered is technical ignorance ( such as reps not knowing the difference between 32 & 64 bit systems); rudeness (such as overseas reps "accidently disconnecting" me twice); continuing failure by the company to resolve my issues despite two remote accesses in which "they" reinstalled" my NVDIA drivers & performed a system recovery; & most insulting of all, suggestions by 2 reps that I extend my warranty: if HP hasn't fixed my problems during my initial warranty - why would things change because I got an extension? Despite repeated requests from me (including complaints to the BBB), HP has refused to send a rep to my house, advising me that I am not entitled to such under my "warranty" - a warranty that is so vague that it is virtually impossible for a non-lawyer to understand its provisions. What I do understand, though, is that my PC problems have not been resolved via my numerous phone conversations with HP reps - & HP's only suggested resolution at this point is that I pack up my PC (& risk further damage) to send it to one of their service centers - where it will be "tested and subjected to a 2nd "system restore" . Had such a resolution been proposed after my 1st, 2nd, or 3rd conversation with a company rep, I might have been willing to explore such an option - but the fact that it took me 9 overseas conversations between Oct 26 - Nov 2 (spanning over 4 1/2 hrs) before my "case(s)" were even referred to the US Case Manager who "offered" me the option of shipping my PC so the company could do a physical inspection - was to me the antithesis of "customer service". Because my Touchsmart is still working (in a fashion), I will continue to use it until I get I can no longer stand to work "around" its on-going & ever-increasing pecularities. As for my 2 HP printers, however, I will be getting rid of them - & the accompanying "ink cartridge" costs which amount to a couple of hundred dollars to HP a year.
- 1 reply to this review
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had to laugh when i read this. we're shopping for a replacement for our Dell All in One PC (which we loved). The screen died last week, We called Dell and they were terrible. Our experience was the same as this reviewer's experience with HP. I am thinking of getting an Apple if for the excellent customer support that they provide. We have had about 10 ipods in and Apple has always supported when anything has gone wrong, and they have even replaced out of warranty equipment. It's true that when you buy PC equipment, you are buying a depreciable asset. At the same time, they are expensive and should last for at least 2 years. When a product breaks w/in or just outside of warranty, the smart thing for HP and Dell to do is to simply take care of it. Here you see an example of two people completely banning brands from their house. What a shame for Dell and HP because I'm sure they make some good products. But no one in my home will be buying them.
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