Hewlett-Packard (HP) Reviews, Complaints and Compliments

JoaquinGrimaldi says: (2 weeks ago)

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Compré hace pocos meses un equipo Pavilion y tuve problemas con él. El equipo de soporte técnico postventa se ha portado de maravillas conmigo, con una paciencia interminable han atendido mis peticiones Eficacia Con una admirable. Me ha reparado el ordenador, me han enviado gratis los discos de recuperación de sistema y nunca me han defraudado. Un técnico para el personal de 10 (teleoperadores).

drasifsuleman says: (2 months ago)

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OUTRAGEOUS HP SOUTH AFRICA

TAKE A LOOK AT THIS CORRESPONDENCE

From: Altaaf Suleman
Date: 2009/09/09 10:58:36 AM
To: Nale, Gladness
Cc: Phahlane, Beulah; Cameron, Roberto \(South Africa, KZN\); Downing, Douglas
Subject: RE: Extremely diesperate customer


HI Gladness



I am at a loss for words and now desperate.



The two thin clients you sent to me were received late – I had flown to Capetown especially to set up this system and could not do this as the computer only came in on Friday morning at about 11am (I wasted R2000 on an air ticket). I had to then have the thin clients sent back to Durban and had them setup on the weekend. I couriered one thin client to the Capetown store and had to use one in our store at Gateway as the thin client in that store stopped working. The two new thin clients are not saving the settings when they are shut down so they are not connecting to my head office again. I experienced the exact same problem when I first purchased thin clients from HP – please tell me what to do as my costs and losses keep escalating. I have two stores now that do not work. I contacted your call centre on Monday and spoke to Marlin to collect the thin client from the Durban store reference number 4603392983. To date this has not been collected. Nor has let me repair collected their two replacement non working thin clients from me.



Being an EX HP FANATIC my problems with HP do however continue as HP products constitute 90% of my it infrastructure. I sent in an Hp projector 3 weeks ago for a quote to let me repair in Durban – I never received a quote and out of frustration just collected my projector from them yesterday without them having had a look at the product – I was however asked for a quote rejection fee even though they never quoted ( I did not pay this). I had a printer repaired by them about three weeks ago which had to be returned for repair once more and just received this from them yesterday ( it seems to be working for now)



Please tell me what to do. I don’t need an apology just a solution that works and is stable.



Thank you



Altaaf






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From: Nale, Gladness [mailto:gladness.nale@hp.com]
Sent: 01 September 2009 12:46 PM
To: Altaaf Suleman
Cc: Phahlane, Beulah; Cameron, Roberto (South Africa, KZN); Downing, Douglas
Subject: RE: Extremely dissatisfied customer- repair no. RN21198953



Good day Altaaf,



HP acknowledges receipt of your email and your concerns have been noted. As communicated to you yesterday the 31st of August.



1) HP will replace the current Thin client that is faulty.

2) HP will also send a second Thin client to keep as a spare in the event that one of your thin clients fail, you do not suffer prolonged downtime.



The attached letter serves as a confirmation that we will replace 2 Thin clients and arrange for overnight delivery to the provided Cape Town address.

We would like to apologise for the inconvenience suffered as a result of the delay in repairing the unit.



Regards,



Gladness Nale



Customer Relations Team Manager
Phone : +27 11 785 1000
HP South Africa (Pty) Ltd
Fax : +27 11 785 1375
12 Autumn Street
Rivonia
Sandton

E-Mail : crtrsa@hp.com
Web Site http://www.hp.co.za/



HP South Africa with a certified score of 86.85% is a Level 2 Contributor to B-BBEE as per the DTI’s gazetted Codes of Good Practice.




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From: Altaaf Suleman [
Sent: 01 September 2009 11:56
To: Nale, Gladness
Cc: ; Phahlane, Beulah
Subject: RE: Extremely dissatisfied customer- repair no. RN21198953

Hi Gladness



Approximatey 7 to 8 months ago I was assured that I would never experience the same problem that I have just experienced again and I did. To wait for one month for HP to resolve a problem is totally unacceptable and unbelievable that a company of HP’s stature should offer this level of service. I do not have faith that Hp would resolve this longer term. I Have purchased 8 thin clients with next business day exchange and two servers an ML370 and an ML350 with 3yr 6 hour 24x7 support based on HP’s international reputation and belief that I am purchasing superior quality products and service.





HP is at fault and has negatively impacted my business significantly. My store has not had a working point of sale since the 27th July and I now need to recount the store and reconcile all stock as well as enter all data onto our system ad make certain that all our SARS obligations in terms of vat are met. We also have a problem in that sales have been issued with a manual guarantee rather than one that is computer generated and tracked. HP’s non performance has impacted on my entire system that I have spent half a million rands on and run at a monthly cost of R20000 significantly.





Immediately I expect HP to send me the new thin client to my Capetown store: Time flies, shop 36 Vangate mall, vanguard drive, Athlone, capetown. The phone number at the store is 0 by latest Thursday 3 September. I will be flying to the store from Durban on Thursday morning to ensure that the thin client is setup and working.



I also expect hp to resolve my problem by choosing one of the options below as I cannot have such a negative impact on my business again.



HP refund me for all thin clients and servers purchased so that I can replace these with a competitors product that can offer the service that they sell.
Hp provides me with a spare new thin client so that I can swop within the next business day as per my care packs and HP upgrade my service agreements at their cost.


I trust that you do not find my expectations unreasonable and will get back me to me by close of business today. I am still awaiting your CEO’s response to my emails sent – I trust that you will forward this email as well to him.





Thank you



Altaaf






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From: Nale, Gladness [mailto:gladness.nale@hp.com]
Sent: 31 August 2009 05:16 PM
To: Altaaf Suleman
Cc: Phahlane, Beulah
Subject: RE: Extremely dissatisfied customer- repair no. RN21198953



Good day Altaaf,



HP would really like to apologise for the inconvenience that you have experienced.

We will replace your thin client with an upgrade, Axiz is getting stock on Wednesday, the 2nd of September and I will arrange for delivery to you from their Midrand warehouse.



I will send you a letter of replacement confirmation shortly to review and reply back.

I will also speak to Roberto once again about this to provide you an action plan of what is HP going to do resolve.



Thank you for supporting HP,


Gladness Nale



Customer Relations Team Manager
Phone : +27 11 785 1000
HP South Africa (Pty) Ltd
Fax : +27 11 785 1375
12 Autumn Street
Rivonia
Sandton

E-Mail : crtrsa@hp.com
Web Site http://www.hp.co.za/



HP South Africa with a certified score of 86.85% is a Level 2 Contributor to B-BBEE as per the DTI’s gazetted Codes of Good Practice.




--------------------------------------------------------------------------------

From: Phahlane, Beulah
Sent: 31 August 2009 13:27
To: Nale, Gladness
Subject: FW: Extremely dissatisfied customer- repair no. RN21198953

Hi Glad



Altaaf is back and the one we sent him on Friday doesn’t work either he Is more than pissed



From: Altaaf Suleman [mailto:]
Sent: 31 August 2009 13:09
To: goisfouche@hp.com
Cc: Phahlane, Beulah; udominick@letmerepair.co.za; ZA GD MOD
Subject: FW: Extremely dissatisfied customer- repair no. RN21198953



The MD/ CEO of HP



I am so frustrated with HP and the service that you offer. I sincerely want a refund for all the HP products I purchased as Hp really cannot meet its customers needs. I have just received my third thin client that does not work. DO I need to purchase a new computer because you cant meet your obligations to your customers? I purchased HP because my business needs service. To date I have received the worst possible service. Can you help?





Altaaf Suleman


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From: Altaaf Suleman
Sent: 28 August 2009 10:02 AM
To: 'zagdmod@hp.com'
Cc: Subject: Extremely dissatisfied customer- repair no. RN21198953



Hi Beula Phalalane



I have purchased 2 HP servers and 7 thin clients from you with hp care packs. To date the service I have received is atrocious. My thin client in my capetown store went down on the 27 July 2009. When I contacted the Hp call centre I was informed that I need to take the unit into a repair centre in Montague Gardens in Capetown as they will do the repair. When my staff got to the centre they informed us that we need to contact let me repair as they do not deal with thin clients. Shamiella from Let me repair arranged for the unit to be collected on the 29th July 2009 and a replacement was received on the 31 July 2009. This unit was password protected and my staff could not connect to the VPN hence they sent the unit back to my Head office in Durban where we attempted to contact Hp for assistance. As I needed to go to a trade show the unit did sit in Durban for approximately two and a half weeks. (this is my fault for the delay and I can accept responsibility for this) I contacted let me repair on the 24th August 2009 and asked Shamilla to collect the unit on Monday 24 August as the unit sent to me did not work, she arranged this unit to be collected on the 24 August and a replacement unit was received by me on the Afternoon of the 27 August 2009. On the 28th August I switched the unit on to set up the vpn connection to find that the unit is not working. I subsequently contacted HP and let me repair to complain about the service I have been receiving. I have spoken to Shamilla at let me repair this morning and told her that I am a frustrated and totally disgruntled customer to be met with the same levels of frustration on her side (excellent customer service when your frustrations at poor service is met with the same frustration at you being a dissatisfied customer when the employee of let me repair is trying to her best to resolve your problem – so why should you be frustrated as a customer and be so unappreciative?)



Shamilla will send out a new unit to me today and hopefully it works. My question is why did I purchase care packs which state a 3 yr next business day exchange when HP or its service providers cannot provide this service. This is my second experience with HP and thin clients. Can I get a refund on the thin clients and the servers purchased from HP and maybe go to a competitor that can meet the obligations of the service that they sell or will I always need to be satisfied that at least someone does try to resolve your problem and you should be grateful that poor customer service is at least some service!



Please do surprise me and forward this to your MD of HP South Africa and wow me with phenomenal service when he does respond.





Thank you



Altaaf Suleman

PieceofJUNK says: (2 months ago)

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My wife has a HP laptop Pavilion Entertainment model. Was purchased in 9/2007 and she has had constant problems with the unit shutting down - even when the battery was 99% charged. About 5 mionths ago the computer crashed and we took it to a repair facility and was told that HP has had problems with the Mother Board made overseas and they are in litigation with the motherboard manufacturer. Can someone please e mail me at Fgalus@insightbb.com and advise if there is a class action suit and what do you do to get the computer fixed - F. Galus

ganesh says: (2 months ago)

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i am laptop delar .i want hp laptop branch office in karnataka

dwancab says: (3 months ago)

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Does anyone pay attention?? I have purchased two laptops and a Wireless printer and laptops or printer does not recognise one another. Come on same brand????? also called for help (could not understand half of info) and he hung up on me. WHAT DOES THAT SAY ABOUT HP?? (NOT MUCH)

lemado says: (4 months ago)

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I purchased an HP laptop. After I purchased it the hinges began to get worse and worse over time until after about 8 months they no longer held the computer upright. I sent the computer in to have it serviced under the warranty. The service department said that the warranty doesnt cover physical defects and it would cost $318 to fix. I'll never buy an HP again.

palashmol says: (8 months ago)

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I bought HP iPAQ H 6300 in year August 2005. I am facing following problems 1- Unit gets shut down automatically any time during use and states that LOW BATTERY, even if the battery is charged 99%. 2- Every time the battery is changed in less then 2 mins. time the unit requires to recaliberate the screen and entire data is lost.3-While restoring data from SD card the unit gets hanged and restoration is not complete. 4- Speaker gives unclear voice and very low pitch voice is heard.
The phone needs to change the speaker, reloading the software, identify the reason for hanging during restoration process, identify the reason for sudden shut downs and take corrective repair actions.
I have contacted HP India office in Gurgaon India, but they say that this model is not supported in India for service and repair. I bought this unit from Indonesia and HP ASP says that since it is bought from Indonesia so India HP ASP can't repair and only can be repaired in Indonesia. I had online chat with HP Mr. Anil for repair but the chat turned out totally hope less and futile. I have spent so much money on this unit (approx 735 USD)expecting that I can use this device for a longer period and pride in using HP product but actually it has turned out to be hope less service from HP and totally irresponsible behaviour of HP India team. HP team is totally washing their hands from the responsibility of helping me and getting the device repaired. I think I will never use HP product in future. It is black spot on HP which has earned a respectable name in computers world but now I have serious doubts on HP's credibility. Although I wanted to write to CEO of HP Mr. Mark Hurd but could not get his email. Should I scrap this unit ??? Who is responsible ??? or did I make a mistake buying HP product.Case has been registered with HP technical team the product S/N is TWG50406LS.If HP doesn't support me that means HP is irresponsible at all and spoiling its name in market.

sc00tt says: (8 months ago)

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Customer Service Sucks

sc00tt says: (8 months ago)

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I call support staff for help on desk top (hp-1129n) I was told I had to pay $49.95 one time or $99.95 One year support on computer I chose one time we started talking about the problen ( I was getting blue screen) I was told to bring it up in recovery and then to get my pictures off and call back I was never told to call back in 14 days when I called back I was told I would have to pay again because it had been over 14 days this is wrong and I will NEVER buy a HP product again NEVER