Hewlett-Packard (HP) Complaint

Horrendous customer service

Reviewed by lrandolph
Complaint

I purchased a wireless printing upgrade kit for HP printers. When we initially installed it to a Windows Vista laptop, it worked and we could print to the printer. We then tried to add another computer (as the instructions say you can). When we installed it on the second computer, we could not connect to the printer anymore. The blue light would no longer light up on the unit.
So, I tried HP chat support and they said they could not help me because the attached computer was an all in one unit. I'm not sure why that mattered when the problem was in the wireless printing unit, not the printer.
So, I called tech support and none of the menu items related to my problem so I said "technician". The first person took down all of my information and then said they could not help as they were laptop support. They claimed to be transferring me to printers, but I ended up with another place entirely. After talking to that person, they claimed they were transferring me to printers, but the person I ended up with did not have any idea what the product was. He did offer to look for the right department and transferred me again. The next person said she was not the right department.
It's currently been 45 minutes and my husband is holding the phone now. We've asked for a supervisor now--the supervisor REFUSED to give us Level II support. I am appalled at the level of customer service provided by HP. This is totally unacceptable for a large company. I am totally frustrated and right now would never knowingly buy another HP product.

As an update, the last person we had, named Mary (she refused to give us last name or other identifying details), was txfering us AGAIN. We've determined the product is bad (which we told the very first person), but that they no longer made the product. When told that we could not return the unit to where we purchased it as it was past the return window, she didn't really know what we could do. She's now txfering us to the returns department.
HP needs to update their customer service support to a better level to compete in this environment.

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