Tired of HP customer service bullshit? Try escalating to get the bullshit from a "Quality Case Manager."
Try 877-917-4380
use extension 79 for desktops and 94 for laptops
Also, email HP Ceo Mark Hurd here.
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13 comments:
here's the extension for ink jet based printers.
877 917 4380 x95
after an agonizing 2 months being jerked around by customer service (aka miss direcction and ulcers), they have promised to send me a brand new printer....we'll see
How did you get them to promise to send a new unit? They have lost my notebook and are STILL refusing to compensate me in any way.
alyssa, unfortunately they never agreed to send a new unit, only to keep repairing the same broken laptop over and over.
Did they give you a tracking number? Have you tried emailing up and down the HP corporate chain of command? Good luck.
Apparently they gave me an invalid tracking number and closed my case without repairing my computer. All of the information was lost. I called corporate and wrote letters. Every place I looked for help was unresponsive. Finally, I got my computer back after more than a month with no explanation and an old tag from where they shipped it to the wrong person...
I love your blog. I agree, shame on HP.
But I think it is very important to have these stories told, so that potential buyers will be warned and make better decisions. I know I'll never buy another HP product again.
To hear more stories from other unhappy HP customers, check out
www.unhappyHPcustomers.blogspot.com
thanks, apparently hp has an uncanny knack for motivating their customers, probably not what they originally intended...
Owned an HP laptop since early 2007 and PAID for the $250 extended warranty.
My laptop has gone in for repairs to TN 4 times. The last time it was repaired, the LAZY techs just rebooted the BIOS and sent it after 24 hrs.
It's the same wifi problem that occurred since repair #2.
I orig emailed Markturd that got the ball rolling, and got the consumer reltns line, which is RECORDED.
The case mgr line is NOT recorded (record at your discretion)
It's best to file a consumer complaint with the Atty Gen. Are you all willing to have your laptop repaired 5 times??
TAKE 'EM to COURT!
Dear HPQ,
We intend to present our experiences as documented to expose Hewlett Packard's operational procedures. To demonstrate, that as a matter of practice, your employees are instructed to do everything imaginable to wear down the customer to the point where they give up and go away as opposed to pursuing their warranty contact for repair or replacement.
Immediately secure all records pertaining to the following case numbers; #8012595054 and #8013068062. As the records document, I have spent approximately six hours, over several days, with several different Hewlett Packard technicians running about 20 different diagnostic tests on the computer to no avail.
Then, I was told that a new DVD-Drive would be shipped to me for me to install in the computer. I flatly refused. I am not a Hewlett Packard employee. I was not going to open up the computer and start swapping parts out.
After an exhausting effort trying to escalate my complaint, I was finally put in touch with someone who would authorize the return of the computer for repair. The computer was shipped to the repair center and returned with the exact same problem.
Upon receipt of the computer, Hewlett Packard was again contacted (another two hours wasted). Once again, I was instructed to start running the four hours plus of diagnostic testing. The fact that I had already run these tests once, shipped the unit to the repair center for repair, and received it back in the same condition had no bearing.
As a compromise solution, I offered the Hewlett Packard technician the opportunity to remote access into the computer and run the tests remotely from their site. However, for some reason, this was deemed to be an unacceptable solution too. Furthermore, he was unwilling to accept the computer back for proper repair.
At what point does Hewlett Packard stand up and honor their commitment? I have already expended more time and energy on this problem than it takes to buy several additional computers. But then again, I guess this is the Hewlett Packard business model.
My HP PC died early Jan '08. HP sent a replacement hard drive and a replacement CD-DVD drive, but this didn't get the PC back up & running. HP arranged for this PC to be sent to HP for repair twice, but each time it came back with more problems (some the same and some new). But it was never fixed, even though it was under warranty. I escalated to HP Corp. with no luck. I sent months trying to work with HP and view I wasted my $$$. I'll never buy another HP product again. And I'll go out of my way to advise my friends and family to no longer buy HP. From what I can tell my experience isn't unique, other than the fact I held my hope that HP would do the right thing longer than most customers (e.g. honor their warranty, provide good customer service, and ultimately ensure I was up and running on my HP PC). But the HP case managers and upper HP mgmt really didn't seem to care.
So adios HP. You'll be going down the tube fast enough. Too many other companies produce reliable products and offer good customer service.
here's the extension for the latest lawsuit--hope you all qualify as I do!
http://www.sfmslaw.com/pages/cases.php?id=300
truly tragic...hp is the Blockbuster Video of computer manufacturers and they deserve what they get
What a frickin nightmare. Bought a new 8500 wireless printer/fax/scanner/copier from Costco. Got an error message when trying to set it up. Called tech support. Big mistake! Agreed to accept a replacement printer which came with none of the accessories...which they had asked me to box up and return. I'm sitting here with 15 separate Fedex packages from HP and they expect me to reconfigure a printer from their parts and pieces. This was a brand new printer...unused! They didn't even send printheads. I am so exasperated after spending at least 5 hours on the phone with various tech support "professionals". Finally got to a case manager whose solution I now see before me. I don't feel that I have any recourse with Costco and my experience with HP support has been a nightmare.
Too bad people keep buying their crap cuz its cheap and they wanna look cool with their broken down laptop paperweight. HP you suck.
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