Sent via this form email portal on HP's website on December 5th.
Dear Mr. Hurd,
I would like to bring to your attention what I consider very poor customer service and a complete lack of ability to solve a common hardware issue with the zd7000 laptop. As, CEO and President, I believe that you should be aware of this situation, and I hope that you may be the person that can actually help me. I have long been a customer of HP and considered HP to have a reputation for quality, which makes my current experiences all the more unfortunate.
The following is a rough outline of the history of my computer:
November 2004: zd7000 cto purchased, order number
April 2005: zd7000 experiences display failure, repaired by HP
January 2006: 1 year extended warranty purchased and registered, order number
November 2006: zd7000 display fails for a second time, given case number
November 2006: at customer service representative suggestion, 3-year extended warranty purchased, order number
November 2006: 13 HP customer service reps and technical support technicians explicitly lie, contradict each other, and fail at the most basic of tasks.
The current problem began in November 2006, at which time the display failed for a second time, rendering the laptop useless. When I called to have this machine serviced under warranty, I was very surprised to find out that the warranty I had purchased and registered in January 2006 was invalid. I was sold an expired warranty by an HP service rep. I was then told I could correct the problem by purchasing an additional 3-year warranty, which I did. Then later, in direct contradiction to what I had previously been told, HP customer service is now telling me I should never have been sold the 3-year warranty in the first place. I don’t consider the thoroughly feeble excuse given by Sara the night supervisor on November 22, 2006, that “that service rep shouldn’t have done that” to be anywhere near sufficient. Accountability and responsibility are seriously lacking with this department. This is the second warranty I purchased in good faith that HP has failed to recognize. I consider this documented and repeated sale of fraudulent warranties to be a serious matter, and hope that this not a widespread occurrence. I have also experienced a depressingly familiar pattern of customer service and technical support representatives, who perpetuate outright falsehoods, contradict each other and perform their jobs in a manner that can only be described as rude.
My immediate concern is the non-functional zd7000 hp laptop. At this point, either we can consider this particular laptop a lemon, having seriously failed twice in as many years - subject to California state lemon laws; or, as multiple websites attest, the zd7000 was built with a serious design flaw that causes the display to fail. I believe that either instance warrants a swift solution performed by HP.
I sincerely hope that my recent experiences with your company are an anomaly, and that others should not expect the same poor level of service from a J.D. Power & Associates certified company. If you wish to find a more thorough account of my numerous encounters with HP representatives, please visit my blog at www.shameonhp.blogspot.com. Thank you for your time, and I look forward to hearing from you so that we can satisfactorily rectify this situation.
Sincerely,
John
36 comments:
Well, where to start. Bought a ZD7000 in 2004. Went to shop due to power plug problems in 2005. Graphics started going out in 2005. Lines due to the overheating problem that they "don't have". Called them. They said out of warrenty...sorry. 2005 bought a DELL. ZD7000 became a paperweight. Got lawsuit papers in 2007 for the ZD7000 class action due to the overheating problem that they "don't have". Fixed after settlement in 6-2008. Became ZD7000A. 8-11-2008.... graphics problem again. The line thing again. Called HP to get hung up on. I was nice. DELL still going strong. Goodbye HP. I will never buy anything even remotely associated with you, nor will I ever have anything good to say about your shoddy products. Good riddance. Nothing more to say.
Mark,
You better find other job. You have made a mess in HP. I got 2 HP laptops in warranty crash(Hardware problem as documented on HP site) and have been going between HP Canada and HP India to get them repaired.
Have spoken to many many people(also have audio recordings) and have also written you few emails.
No one seem to be bothered. HP is a big rip off!
I am also a CEO of Software company and I would never ever have someone like you in my company.
Roshan Shah
i also sent my laptop out for the second time this year was overheating just about catching fire and was not plugged in just running on battery the last time this oct1 they had it sent to houston then after 4 weeks i called since they said it be no longer then a week no one new were it was finally some ;lady rosetta gets back to me the have it in houston then a scientist from that dept checking out the laptop 4 weeks later saying it smelt like smoke to 2 of them but not to him but they smoke and he dont what is that blaming dust hom much just i mean it was just fixed 3 months prior for the same thing so then i call 1 week later as it is not posted for repair they cant speak english on the phone 3 more days before they find it finally gets into repair remind you it is under warranty then the repair dept turns around tries charging me 318 dollars for fixing it as ity is under warranty for one and 2 when it was set up by the science dept to look it over see why catching fire they told me it be fixed no charge for doing it i said under warranty i will do it just incase it kills some kid or burns a house down i no they found something ofcousrse they say dust i mean the fan is so small really my hlouse is not dusty enough i talked to so many techs as my best friend is c plus plus a plus and computer programmer he said its just an excuse he said yake an old deskyop ok something open on back back fan say 5 years old may have dust but not like what they are sayinfg in a 3 month period its bull they are hiding something yeah a reacll on the battery was issued now lol idiots i had called bbs during the time all i got was sorry its being fixed 6 weeks come on last time was out and back in 4 days i mean it was a nightmare i want to sue them bbs is waiting they got no response that was oct .i mean mark hurd is so full of himself customer service is so onreal dept to dept waste money an time and no one has info of what another dept is doing lack of comunacation i really waiting i never got a letter in the mail to say sorry a bunch of emails saved saying sorry on this taking so long we are whatever just one email did not make since from one person from the other no one is talking to each other over there there should be one main frame computer has all info on all i mean come on since they bought compaq out its a nightmare i think hurd bought more then he can chew an that ibm scandell come on get real people shows you how sneaky he is my opinion i think they owe me and hurd should het back to me as the bbs is also trying to get a hold of him yet he hides behind lawyers well i have plenty of emails that will do well in court i will tell you this .jimmy .m
i have an hp and im sick of dealing with them. i want my money back!!!!
how can i contac Mark Hurd so i let him know what i think about hp and his prducts ???!!!! please friends help me out. thanks
how about we all just sue?
I have the same laptop--same problems--spontaneously shuts down, now no power and smoking when I plug it in!! scary!!
follow this link and join me in paying for a new laptop
http://www.sfmslaw.com/pages/cases.php?id=300
First: Got a complaint? Email Mark Hurd at:
http://www.hp.com/hpinfo/execteam/email/hurd/
It most likely won't help but if we start burying this guy in emails maybe then he will take notice. My bet though is that his email address will disappear.
HP's Customer support is in the Philippines, at least that is what the rep told me. Did I say customer support? I'm sorry, HP doesn't have any real support, especially for customers. I tried to complain about the lack of cooperation I was getting from a rep and she told me she didn't have a manager. Then she told me she didn't have a last name. I tried calling HP corporate offices to complain about the way I was treated. Got nothing but a busy signal for three days. (and this isn't even an 800 number). Finally called their office in Houston to file a complaint and the "lady" there told me my PC was out of warranty. I said I wanted to file a complaint. She said I needed a case number. I told her I couldn't get a case number because I was out of warranty. Besides since when do you have to have a case number to complain about a companies employees and way of doing business?
So I email Mark Hurd the CEO of HP hoping that he cares about his company's corporate image. WRONG! Three days later I get a call from HP's executive team regarding my email to Mr. Hurd. What does the "lady" say? Your PC is out of warranty. I told her the reason for my email was to complain about HP's employees and escalation process. She start giving me the old c"case number" routine to which I replied "It is quite obvious from your attitude that HP does NOT care about its customers nor it's image. I will never again buy an HP and will make sure my friends don't either. Good by".
Folks don't waste your time with these people. With there current attitude I doubt seriously that they will be around in 7 more years.
Hello sir, i am fed up with HP customer service and with HP hardware. Just every customer support department i contacted from Octoner'08 to till now, not helping me. I got frustrated, just HP company making money, nothing else. I spent Rs 50,000 and i am not rich to forget my notebook ,i.e. still in service center from October 13, 2008.
I do not know who is correct person to handle it, sent so many mail to email support and chat support. But not even single reply.
If any one going to read this, please help me out.
This is my experience with HP Officejet Pro L7780 All-in-one printer: It happens to be the top of the line. Has a duplexer which I wanted badly. Copies 2 sides which I wanted badly. List price was $500. Staples had it on sale for $399. It's still under manufacturer warranty. I had promised myself I would never buy another HP product after the initial installation of this printer. Same crap happened.
Original printer would not power up. Took it back to Staples and they exchanged it
That one lasted just fine (after we got it set up) until a couple of weeks ago. It jammed. I removed the jam. Could see no minute pieces of paper. It refused to operate after the jam. In fact it decided it was still jammed and told me so. I called Customer no Service and after an hour of doing repeated steps they decided to replace it and honor the warranty.
Now we have a third printer. It also had a set up problem. But before I even called them I ran a couple of copies. (they will copy without being connected to the computer). The paper came out of the printer chewed up on the leading edge. Not every page, mind you, just about every 3rd page. Back to Customer no Service. Did the same test steps for an hour during which they continuously informed me that the printer could not possibly not work right because it was a completely refurbished one. They spent more time telling me that than trouble shooting the printer. Finally they decided to send yet another printer. Took a lot longer for this one to show up too.
Now we have this one (4th one) which refused to cooperate with the set up instructions. The original printer came with 3 cd's none of which were for Windows XP. No matter, you can download the software. Unfortunately the tech downloaded the wrong software and it took 8 1/2 hours on Tuesday for the tech to figure that out. In addition the tech deleted a lot of software off of my computer that I use. One piece was the camera function. Don't ask, I don't have the reason.
I tried to call back yesterday. First call on hold with dead air for 2 hours. Second call on hold with HP musac for 2 hours. Finally had to hang up. It was past my bedtime.
Now the computer won't shut down. It worked fine until the 8 1/2 hour party with HP tech no support on Tuesday. No one will take responsibility for that issue now. Computer is lap top HP Pavilion. Out of warranty. Printer service sends me to laptops. Laptops tech says no warranty no service. Printer people screwed it up it's their problem. Printer people know nothing about laptops. Thus the Customer no Service AKA.
It's a great big circle of no service and I truly will never buy HP again. I want Apple and that is what my next computer will be.
I had an Epson long time ago. It was OK. Not entirely sold on Epson. I'm stuck with this HP until my warranty is up and I did purchase the extended as well. So I have it for the next 3 years.
Linda
I just bought an hp w2207 22inch monitor for my G4 three hours ago from Staples. Hook it up. The hp shows the G4 background but no active windows. Called customer support. Joseph told me that the monitor in NOT under warranty, and therefore he cannot help me. What BS is this? I used to swear by hp. Now I hope they go broke.
Hi All,
Can any of you advice me or help me with an email id of the CEO or board of executive directors so that I can complain about their inefficient customer service staff?
I have been having problems with my HP pavilion notebook for 7 months now. It is still on warranty, but they prolonging the issue until my warranty expires.
I was on phone for 3.5 hours with 2 people disconnecting my call after keeping me on hold for 25 mins and 30 minutes. Finally I get through to one Indian tech support agent, who refuses to tell me who his manager is and has no idea about the escalation process.
Thankfully I have recorded the call and I really really want HP to listen for themselves how inefficient their staff is.
Please advice on I can go ahead with this.
Thanks,
Shilpa
My notebook computer had the main panel not clipped when made. It took me aound 12 calls over a peroid of 72 hours to have a number given to me for fed express to pick up two boxes. I missed 1.5 of a meeting to make cell phone calls at break. I called and faxed a stop payment to my credit card company. I am writing a letter to the BBB and to the CEO - it took aorund 4 hours of my time. Any quality control check should have prevented the computer from being shipped.
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In September 2009 I purchased an HP OfficeJet 6000 printer. I cannot believe that a company such as HP engineered such a lousy printer.I will never recommend an HP Printer to anyone.My recommendation is to consider a Canon.
TjL
I have been a loyal HP customer for years and was extremely happy with their products, until I purchased a Personal Media Drive for my computer. It died recently - a commonly reported problem with this product. The product was purcahsed about 13-14 months ago, but wasn't even in use for one year (sat in the box). I submitted a support ticket and after being bounced to 3 different people (the last 2 being in a call centre in India), I was told that my product was out of warranty. I asked to speak with a supervisor and the arrogant tech told me that he could not transfer me. I told him that I was not hanging up until I spoke with a supervisor. After 10 minutes of silence, the tech came back and told me that a supervisor would call me back within 1.5 hours. It has now been 2 hours. Never again HP! I'll take my business elsewhere. Product is poor quality, and customer service is non-existent.
I have been the latest to be effected by poor customer service of HP.
I had a touchsmart and within 3 months of purchase it had developed extreme heating. I sent it to HP for repair but my postal address changed after sending it. I updated my address with HP immediately and guess what they ended up sending it to my old address. The fedex did not find me there and as a result it is being returned to HP repair center from where it will be shipped back again. So I get it 2 weeks late because some idiot in HP has messed it up for me and sent it to my previous address.
I called customer care to ask them whether they could do anything about it, the inefficient staff doesnt even know where the shipment is being shipped. They are so poor as to not understand whether fedex is shipping it back to hp or to my new address. I had to explain it to them line by line. Some tell me the known info that I get the laptop within 2 weeks, the laptop is going back to hp and from there it will be sent back to me. I knew that! I wanted to know if there is anything they could do to help me get it faster considering they made a mistake of sending it to my old address. And they just repeat it or transfer the call to other departments none of which can even suggest. Some of them simply blame the mistake on fedex. Shame on their part. It has just lost a customer forever. I believe there might be many more.
Dear viewers
I Jai dev Dhiman have a plotter Model No.111 of HP Company which is purchased by me on 30.05.2011 . Now, from last 46 days that plotter is not working and after making so many complaints on helpline number they give me my case ID 4632824577 and assure me that their executive visit and check that plotter. After that their executive came on 05.08.2011 and check that plotter is not working, he change some part of that plotter and check that the existing part is working properly he assure me that he came another day with some more parts. On 09.08.2011 one executive came with some more parts and check that plotter, but the existing(old) part of plotter is working ok, he is again assure me that he came back with other part. On 11.08.2011 he again visit my office with some more parts but no fruitful result came, after that on 17.08.2011 he visit my office with some more parts after a try of 2-3 hours he is fail to resolve the problem of plotter and give me a new case id 4633281778.after that on 19.08.2011 he again visit my office with some more part but he fail to solve the plotter fault and refer my case to L2. Now till date Due to this act of company I am facing a great loss of money as well as mental tension which is not compensate in terms of money.
If we discuss about technology, the most important need these days are computers. Buying computers is a kind of investment, as good as your investment is, as good the results will. Parents are very concern about the basic need of their child's basic educational need which is computer. Cheap computers are available in many places like different online sellers for example Electro computer warehouse.
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HP is a pathetic company. corrupted mind people are working.there is no professional attire in people are working in HP, specially in India.
I bought a few product from HP but sales team sent me a faulty product.immediately I complained but they have not change the product.
After that I have called so many times for repair of product but they did not turn up.
I have not seen such a pathetic company. I do not recommend anybody to buy any hp product.
A very interesting article. The insights are really helpful and informative. Thanks for posting.
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My complaint id 5001995607 first i visited to service centre the have rectify that in panel the pixel white defective occurs but as pe the service centre the warranty wil not be covered for single if it happen more then only it will be cover and they have genrated the complaint no. Against that means its internally defective not the physical damage they told contact customer care again i call to hp comee care they answer told to visit again the centre after that they have transfer the call to senior and the senior same replied that it will not be covere to fixed that issue you have to pay seprate amount which was written in the email what a bull shit service hp lapstop call centre and service centre are providing and the senior doesnt know the email id of customer help desk where we can send the snap shot of defetive product again i call after sending the image to hp service centre one guy khushal was assisted me without checking the call history he answer me the same reply that it will not be cover under warranty already i have spoken with senior and she told me to drop mail with snap shot and he didnt check the concern even i repeated twice time already i have shared snap pls check he was not giving relevent information he was talking about the india humidity and all those thing it mean to say as per associate due to humidity of india it happen so we have to sit at cool place where we can use laptop to avoid defective it was irelevant answer and unespected response from the hp brand who show how to irate the customer
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I write this mail in great pain and never expected this kind of response from a renowned company like HP.
I purchased the laptop for my son from SEOUL, Korea as a gift on 3rd Sep 2017 and he opened it only on 22nd Sept 2017 to see the faulty display, what a disgrace and shame on the product and the brand itself. It is supposed to be the latest model and cost me a bomb. If it was a low end model still not justified though.
Like any other international brand I expected HP to cover worldwide exchange and warranty policy. To top it all HP has a worldwide warranty database (what an irony). I want to understand if HP makes country specific laptops? If it is compatibility issues I can understand otherwise why this discrimination.
After calling customer care several times and waiting for hours, a complaint was registered on 25th Sep 2017 and after exchange of some 30 + emails and hours of conversation. The reply I get after 20+ days is "We sincerely apologize for the inconvenience caused to you. Against this reported concern which escalated in HP management, we came to know the unit you have purchased is not marketed in India and required part (display panel) is not available here as well. We request you contact with parental or purchase country to get the required support or unit level replacement based on possibilities which you are looking for, same cannot be possible in India”.
How can HP make such crap products and silly statements?
Is it my problem if it is not marketed in India. Then why do you maintain a database and claim it as worldwide warranty. Road side vendors are much better at least they don’t publicize wrong information like HP does.
First of all HP manufactures such scrap products and has the audacity to reply to a customer like this.
It in not just inconvenience, what am I to do with the faulty product? As a company you cannot do it, as an individual how do you expect me to? What a joke I hope HP know what their team are writing.
I expected a more responsible reply from a so called renowned company like HP or else escalate it to your higher ups and nominate a person who will take the scrap notebook as a gift for Diwali so that I can take some pics and put it up on social media for you wonderful creation and customer service.
I am sure I don't want a pathetic product as HP. I can't keep writing mails and wait indefinitely for a call back from HP. I want a refund at the earliest. I need to buy a more reliable laptop there are so many that I can close my eyes and trust on. That is the brand value and customer support they maintain unlike HP. In fact HP should pay additionally for my valuable man hours spent and emotional agony.
Please dont buy any HP product. If at all they value their customers let them refund.
I will update you updated here.
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