Hewlett-Packard (HP) Complaint

OMG HP customer service STINKS! - CQ50Z

Reviewed by arcticmyst
Complaint

My husband bought me a CQ50Z notebook as a gift , I had it for ONE week when it went kablooey. When I contacted HP & finally got put through to Tech Support the guy said he had never heard a computer make that sound. They sent me a box to ship it back for repair & ever since then it's been a headache. This started on Aug 26 my first phone call, they received my laptop on Aug 29 and the date for delivery back to me was Sept 9. I started making phone calls to customer service 2 days before the due date, no one in customer service could tell me anything about what was happening, all they would say was that it would be to me on the 9th & that the web page didn't get updated often. On the 10th (the day after it was supposed to be back to me) & after an hour & a half on the phone with customer service (being hung up on, transferred 6 times, told I was just a CUSTOMER & managers did not talk to just customers) I finally got what they call a case manager!!! While he was checking into everything which of course took 2 days it was Fri the 12th & the hurricane was going to hit Houston (where my laptop was) & everyone was being evacuated so I would have to wait till Mon the 15th to learn anything. Mon comes & the case manager (CM) said to give it one more day because they were not back yet because of the storm. Tues he said that they still knew nothing & offered me a replacement upgraded laptop. Told me to call him Wed with my answer. Called Wed the 17 & oh geee even though I wanted the upgraded laptop they ran out & couldn't do it anymore .... so sorry. But!! they couold build me the upgraded laptop but it would be 3 weeks. AGAIN call me Thurs & let him know. Called Thurs the 18th & said build me the upgrade ..... OH NO never said that ..... said they would build me the same laptop that I had sent them. Told him I was tired of being jacked around & give me a refund ( I now have this conversation taped!!!) Said he would check into that & it would take 5 weeks for my refund. But does it end there ...... Heavens NO ...... Got a call from my CM later Thurs night with ..... are you ready for this ....... " Just had word from the powers that be No Refunds & No Replacements until Houston is back up & running & they know whats going on!!!!!
I will NEVER but anything from HP again & will tell everyone I know what my experience has been like.

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Comments - Consumers and Companies Connect by Commenting

maureenvillano says: (6 months ago)

I guess HP's poor service is all over the world. My battery died after just 7 months of use. I went to HP Service Center in Makati, Philippines and out of 8 desks, there are only 3 people present to assist their customers. I got in 1 pm and I got out around 4 pm already just to drop off the laptop. They can only accommodate 3 clients per hour!!! Talk about poor service and a waste of my time. After a month (exactly a month), I finally got my laptop back. I had to make the calls to check if it was ready for pickup when they initially told me they would call me instead. During those calls I clarified if I will be given the same specs on my laptop once it is returned and they assured me it will be. I picked up my laptop and believed in them but as soon as I got home, I realized that my 250 GB hard drive became 25 GB hard drive. It was already full just my installing messengers and skype! ARGH! This is sooo frustrating! Now I have to go back and have it replaced , waste my time again to wait for my queue. Never buy from HP again and I hope they run out of business!

shaktionly1 says: (8 months ago)

I've a compaq presario c 795tu notebook, my dvd writer is not working, for that i've gone through your hp service center rama road,new delhi, india.
my case id -2602739869 ,here you can get all information of my complain...
I went to hp service center for three times, and for each time they told me that "sir your part received wrong which is not compatible to your notebook,.. sorry ..!!!!"

this is a big problem for me.
so tell me that what are the ways that you can make it well..

or may be the other option for me that i can use any legal prospect i.e., will i've to go to consumer forum ?

heatherh says: (9 months ago)

I too have had problems with my HP Pavilion. There were problems with the motherboards, and mine was replaced. However, once I received it back, it indicated I needed to make "required updates". I downloaded these HP updates and my computer froze - it's been "configuring" for literally 3 days. I called HP and was told that they would have someone tell me what buttons to press to fix the problem that they themselves caused, if I paid for a one-time tech support at $49.95. I do believe that is the definition of extortion. Is there any recourse? The non-technical supervisor told me that HP needs to remain profitable and would not be able to stay in business if they answered every call for every problem (laughable - just make a decent product!) and he used the metaphor of buying an extended warranty on a car. I said it wasn't the same because no one from Honda comes by to break my car so I need to use the extended warranty.

Nidhi says: (10 months ago)

My complaint is regarding the customer service and Service Center. My laptop while working suddenly went down and didn't have vision after that. I submitted the laptop to the HP dealer in the month of Jan 12th 2009. But till date I didn't get any call from the service centre (ashtech infotech pvt ltd., S.G.Highway, Ahmedabad, Gujarat) After 3 days on 15th Jan I called that time there inspection Dealer & Service Center told mother board needs to be replaced. But that model of Mother Board was not available in Indian supplies; so it will take max. a week. Even after a week I didn't get any call from the hp authorised centre, I again call them they were unavailable to give positive reply. I'm still surprised how can this happen that in main hp centre (as they said Banglore) theu don't have original parts in India so my local service centre is unavailable to serve me best.
My Call Id.: 11814, Inward No: 6874
Awaiting for the better Solution.

Regards,
Nidhi

ines says: (1 year ago)

I got almost the same problem with HP. All my CM had to say is sorrry for the inconvenience but you cannot have an upgrade. My computer is on recall I am in the middle of school and he thinks "sorry" helps. I have had a lot of problems since I had this HP Pavillion notebook. I am still waiting for a box to send my notebook for repair and all I get is soory.
Ines

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DetailsReview Rating: 1 out of 5
Reviewed By: arcticmyst
Company: Hewlett-Packard (HP)
Product: CQ50Z
Date Added: 1 year ago

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Hewlett-Packard (HP) Complaint