An ongoing report of woe and misery caused by Hewlett Packard Customer Service and Technical Support. Also a cautionary account for anyone considering purchasing an HP product.

Tuesday, December 18, 2007

HP Quality Case Managers Phone Numbers

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.

87 comments:

Unknown said...

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

Anonymous said...

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.

graceful.spoon said...

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.

Anonymous said...

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...

Anonymous said...

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

graceful.spoon said...

thanks, apparently hp has an uncanny knack for motivating their customers, probably not what they originally intended...

Anonymous said...

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??

IPIE.US said...

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.

Anonymous said...

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.

Anonymous said...

here's the extension for the latest lawsuit--hope you all qualify as I do!

http://www.sfmslaw.com/pages/cases.php?id=300

graceful.spoon said...

truly tragic...hp is the Blockbuster Video of computer manufacturers and they deserve what they get

Lori Sandstedt said...

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.

Anonymous said...

Too bad people keep buying their crap cuz its cheap and they wanna look cool with their broken down laptop paperweight. HP you suck.

Anonymous said...

Please, HP Case Managers may have authority above all else in the HP industry when it involves consumers, but just like any company, they have to follow strict guidelines. They can only stretch your warranty entitlement so far. Don't forget, if they give you a new unit without following certain repairs or procedures, THEY could get fired. Why do they deserve to get fired just so you can get a new printer, notebook or desktop? Is your electronic device so important where you'd cost the job of someone else? Just follow their rules, and you'll eventually get what you want, unless it gets fixed before hand. If only more people thought about what a Case Manager's rules are, then maybe we'd stop having so many hassles with consumers -.-

Anonymous said...

HP has been friggen horrible regarding replacing a recalled battery!!!! No one seems to know what the hell is happening or where the batteries come from. My case has been escalated as far as it can go and the resolution From my bullshit case manager?? You'll just have to wait and see if we get any new batteries. It's been 5 weeks, no one has answers. I get the run around and zero resolution!!

HP you suck HUGE!!!

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Anonymous said...

I have an Envy touchsmart laptop purchased in June 2014. I hadn't had it even a week and it got a virus with the "free security software" HPs resolution would have been to take it back and dump everything. A local store that sells computers, etc ran their software and virus was gone - more $$ out of my pocket but better solution. Now it's 8 mos later I've used the laptop on and off and now it won't turn in. I have a 3 year warranty, called tech support and they have said they'll send packaging so I can send it for repair but what guarantee do I have that my personal info doesn't get compromised? I was told that if it did HP helps out - but how? No real answer there. Guess we'll see what happens as I have emailed an Exec. This is the last HP I buy. All of my previous computers were HPs and ran great. Too bad.

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Anonymous said...

Their claims managers are truly a collection of unprofessional careless people. After 4 repair attempts on my $1500 laptop, I was told " fix it yourself." I wish I was lying. If you are reading this and have the same issue, a more dedicated and more enraged HP customer has made the following for all of us:

www.voidthevoid.com/lawsuitpdf/HPsmallclaimguide.pdf

Take them to small claims court. Represent yourself. They may never show up and you may be awarded your claim. I will be doing this and I hope it works in my favor.

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BJ said...

I purchased a HP laptop and a three year extended warranty onsite with accidental damage and virus/malware support and HP refusing to honor it for the software and virus/malware part. Getting nothing but the runaround about it even through the case manager. I have the care pack extended warranty documentation that they sent me showing I clearly have that protection...so I guess I will have to get an Attorney to handle it and sue them.I have even sent them via email the proof and they still are giving me the runaround!

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