"Just horrible. I tried ordering a computer from HP.com and I was declined. I tried to use the on-line chat and customer service could not help me other than to tell me that my order was declined. I told her she had not helped me, but she on pushing an automated button that says "I hope I have provided you the assistance you needed". I then called the sales team who finally told me that because my IP address did not match my billing address my order was declined. All I did was tell the sales guy the billing address (which I input into the order form) and he was ready to ship the computer (why couldn't customer service do this?). I am overseas currently for work, but I thought that was the purpose of the internet was so that I can order from anywhere? Now the computer would not be ready until the 27th and I can not get my girlfriend a Christmas gift. FYI I ordered from Dell.com online with no problem around the same time. Bad experience, poor checks and follow up, I mean they put all checks on their website, and anyone call call up and say "ya that was me" and they will process the order. Would that really stop someone? Good luck."

"HP is the worst company that I have ever dealt with and will NEVER use them again.I ordered the Envy notebook twice and have never received the product or my money back and it is now Dec 16th. HP are holding over £2000.00 of my money and there is no one to speak to to sort out the problem . All post sales agents just tell you there is no one else to speak to and the finance department can't be contacted! The company is a shambles and I would never touch them as a company again. Buyers beware.........."

"I ordered a HP Pavilion dv3t Entertainment laptop PC with $150 rebate in hp.com. The ordering process was easy. The laptop shipped 5 days later.

The order was a CTO unit. It was build and shipped from China. The order reached me from China, in 3 days or so, which I think is reasonable. It was shipped via FedEx.

The laptop was great and I especially like the white color housing. The laptop worked very well for 11 months. One day, the laptop was not working while I was in Canada for a few month. I phoned tech support in Canada, and they allowed me to send the laptop to service center in Canada (even though I bought in US). I got an RMA instruction immediately (it wsa still within one year of warranty), and I sent it back.
A week later, they sent the laptop back. The repair was good and it had been fixed. I didn't see any damage on my laptop and it is still working perfectly. "

"Will never deal with HP again.
After lot of research decided I wanted an ENVY 14 laptop. Being a major manufacturer I didn't check their ratings, just assumed decent customer service.
Placed order on-line on a Sat. Was surprised at it saying "might" take 1-2 days to approve. Whoever heard of an online store not checking credit card there and then.
Monday night got email saying order rejected with words suggesting an error in my credit card details. So re-ordered after double checking details. By Wed, was getting annoyed and emailed twice and phoned. Emails ignored, phone call pointless "have no access to fraud dept re order checking". Started checking web and horrified at the reports in this site re HP treatment of customers. Talked to credit card company who tell me that BOTH credit authorisations approved so BOTH £900 were in reserve hence reducing my credit limit. If I'd had a low limit I could have been in trouble.
Also on wed got email saying order accepted but web tracking still showed it as pending.
Decided to cancel next morning but found email saying will be delivered that day. Suspect web tracking only updated overnight.
Phoned carrier and got them to return as not accepted. Didn't want any risk of HP claiming I had damaged it - as per so many reports in here.
Phoned HP to cancel, and to give them their due, they accepted without question. Did take about 2 days to get an email confirmation of cancellation.
I haven't actually seen final clearance of credit reservations or any paymnents refunds and web still says refund pending but feel secured on that due to not handling delivery and email records. Will update if trouble on refund.
So:- Ridiculous delay in checking credit card.
Also and MAINLY double reservations on my credit limit. Don't know the relevant law but that seems to me to be an unacceptable situation as is the apparent incorrect claim of card being rejected.
Will never buy anything from HP again and will advise anyone I know of this treatment.
Have worked with many suppliers and never had anything like this treatment. Have since bought alternative from reliable supplier."

"HP offers some pretty neat products and competitive prices. My experience with them has been wildly negative, then quite positive, making the sum experience one of ambivalence.

Having said that, don't go with HP if: 1) you want a quality problems-free product that withstands the test of time, 2) you aren't willing to spend time and energy fighting to get things done, and 3) you can't purchase an extended warranty. To this end, I recently read a report that 25% of all HP laptops fail -- more than any other brand.

Anyway, for college, I ordered a higher-end laptop through their website. A few months before the warranty ended, it began crashing (blue screen) frequently.

I contacted support by email and phone and received the same generic messages -- re-install your operating system, the error is software-related, etc. -- even when the blue screen clearly pointed to a hardware failure.

I had important work and school deadlines and, after reading terrible reviews about HP repair turnaround times (not to mention my experience with their less-than-inspiring phone support), I took the computer to my local HP-certified shop, because I needed fixes quick and I needed direct answers. I figured a reasonably-priced component (like my hard drive, which would've cost less than $75 to replace) had failed, and I could simply pay for it and get my laptop back ASAP.

However, the shop reported that my CPU and motherboard had failed, and would cost $1200 to fix. I did some research online, and discovered that many other users of this model had experienced similar failures.

By the time this fiasco ended, my laptop had ran out of warranty by a few days. I contacted HP with the quote from the shop. Since I had reported the troubles during warranty, I expected them to repair it.

After I waited on the line for thirty minutes, the Indian representative refused to offer any help. He said if I had simply contacted them earlier, this wouldn't have happened. I told him that if HP didn't make bad products, this wouldn't have happened. "We can't help," he said, "and technically, since you're out of warranty, I'm supposed to charge you for this phone call."

Furious, I sent an email to HP's corporate headquarters expressing my discontent. The next day, I had a voicemail from an American case manager.

I called back and a woman answered. This woman seemed less-than-friendly, implying that I had caused problems, and asked, "What is it that you want from us?"

She then transferred me to the case manager, who was extraordinarily helpful. I explained that, had only one item failed, I probably would've just paid for it myself. However, when not one but two major hardware components fail, something is wrong with the manufacturing. I further explained that I had contacted HP, but received unhelpful and reluctant advice. The man was sympathetic and agreed to free repairs. Hooray, but I'm still suspicious if HP will honor its promise -- i.e., will the shipping box ever arrive? will my laptop be held in limbo for months?

That was on a Friday. That Tuesday, I received a box (overnight). I mailed back the box that same day (their expense overnight shipping). They received it on Wednesday. On Thursday, I had my laptop back. Wow -- talk about like, the fastest turnaround ever!

The techs had replaced my entire top screen (even though only a few pieces had fallen out) and given me a new battery. They also indicated that they had installed a new motherboard, but there was no mention of a CPU.

However, I have been using the laptop for many hours and it has not crashed (previously, it definitely would have by now).

If the laptop begins crashing again, I'll be sure to report back. However, I am quite pleased with HP's (eventual) willingness to fix their defective product and with the super-speed of their repairs.

I have installed a free thermometer software on my computer to monitor its temperature. I have also began using a cooling pad. I would recommend this for all laptop users."

"I bought a desktop from Costco. Unit covered under warranty. BUT dealing with HP customer service was one of the worst time consuming unintelligble events I've ever had. The problem was a bum DVD drive where the mechanical open button didn't work right. Unit would ope and close instanlty so you could never get the disk in it. Operator was extremely dificult to understand over the "far away" distant phone line. Plus uninstalling the drivers and opening the computer to unplug the drive plus the computer twice took over an hour. This did not include the tech support with Costco doing the same exact thing the previous hour! Then I got disconnected from India and no number to call back becuase Costco direct connected me. They finally called back 30 minutes later.

Bottom line. If you want good tech service, DON'T buy HP. I have nothing against Indian people but I really have a problem with HP if they cannot guarantee their tech reps to speak clear and understandble english. I'm going with noather company that has local service techs like Toshiba or Lenovo who have local service tech support."

"HP's customer service is the worst I've had to deal with. First I paid $329 for a 3-year House-call (in-home service) with Accidental Protection Service. My fingerprint scanner broke and they needed to replace the motherboard. After being on the phone with them twice for 2 and a half hours not only did they argue with me twice saying I didn't have the 3-year service (which they decided I did) but they refused to send a technician to fix the laptop. They stated that replacing the motherboard is not covered under the in-home service. They said the technicians are not allowed to replace them. Why do they offer such an expensive service if the main component isn't covered? They want me to wait 2 days for them to send me a box, have me send the laptop to them, wait 7 days for them to fix it and another 2 days to get it back. This is a business computer, I don't have 11 days to wait for this to get fixed, nor another 5 hours to spend on the phone next time something breaks. This is ridiculous! I'll be calling the corporate office in the morning to complain and hopefully receive a $1700 refund for this laptop that can not be fixed in a timely manner. Don't waste your time or money on this company!

On top of it all, their process for diagnosing the problem is awful! First they do a bios update, then uninstall the drivers and re-installs them, then when the component still doesn't work, they expect you to perform a recovery on the hard drive. So now they want me to format my hard drive and reinstall the operating system (which takes hours--you have to back-up your files, if you don't have an external hard drive you have to burn them to dvds--and on a 500GB hard drive its just crazy)! And they tell me I have to do it before they can even transfer me to the technical department to get it fixed. The absolute worst process and service I have ever dealt with!"

"HP gets a pretty bad rep on this web site, which I think is unfair, because I've dealt with HP for the past 6 years, and I've never really had a problem with them.

Back in January, I was about to order a dm3t w/ a 160GB SSD on-line because I had a $350 stackable coupon, going on top of the $150 discount that was going on at the time. However, I wanted to adjust a config item before submitting the order. When I was about to punch my credit card through, the site said that the coupon had expired! $1350 is too much to pay, so I called HP up.

The customer service guy was really efficient and fast, and American too. Talking to him was a breeze. I walked him through the config options and gave him the coupon code and told him it had expired in the past 10 minutes and that I needed the discount because I'm a grad student. He said he understood and put me on hold for a few minutes. He came back on and said that he was able to apply a $350 discount even though the coupon had expired and said that he could get the price down to $999. All he needed was the credit card info. I was really happy, and he didn't force on me any upgrades or warranty crap. My computer got to me exactly when HP predicted it would.

Eight months later, the computer still works and still is really fast. I will definitely consider ordering from HP again. They're definitely not bad at all."

"I see a lot of negative reviews about their customer service. Just thought I'm mention that I had no problem getting through to cancel my order even though the web site said it was too late to cancel. Yes, the operators had accents but communication was fine and there was no run-around and they were very polite. BTW, they pay the shipping on their 21 day return guarantee if it comes to that."

"The worst company to order from. I placed 2 items in 1 order. Received email about shipment for one item as they would be shipped separately. I did receive that one. For the other item, i had no clue if they shipped it or not as i didn't receive any info regarding that shipment. After sometime without receiving the item or shipment notification, i called them and they said they already shipped it, contact the post office to get the item. HOW THE HELL AM I SUPPOSED TO CONTACT THE P.O TO GET MY PACKAGE IF I DON'T HAVE ANY INFORMATION ABOUT IT? and that was all they can do. They acted like it's not their responsibility if the consumer do not receive the order. Would you like to do business with a company like that? Not me, im done with this."

"Don't buy HP laptops! The firm I work for has 4 elitebooks and they are the most unreliable laptops I have ever run across. Just recently I had to replace a hard drive, display and motherboard in an elitebook that was 15 months old. Dealing with HP support (based obviously in India) was a nightmare! I told them that it was extremely important to have these problems fixed ASAP so they said that they would send out a tech with the parts to replace them. Later that afternoon I received the quote from HP for the parts and labor to fix the machine that was still under the parts warranty and it came out to $2400. That's right $2400 to fix a $2300 machine! Needless to say the appointment with the tech was canceled, and it is now four days later and HP has still not come up with a reasonable fix to my problem. Stay away from all HP laptops! Hardware is cheap and unreliable, and customer service is a joke!! You have been warned."

"After I contacted HP about a flaky network printer still under warranty,they agreed to replace it with an upgraded model as they had no replacement stock.

They said for $20 bucks extra ,they would ship it 2nd day air and it would be here in 2 days.
That was the 19th of May and I have received notification that it will be here today.

That 6 days longer than the 2 days they promised (8 days in all)that they charged me 20 bucks extra for.

I called the HP service center and got the usual oh ,so sorry,but I will make a note of it from a Bangalore minion who,as usual,couldn't help.

I have quit recommending HP because of just this type of poor customer service.

This,along with the poor software driver support for their printers and ultra quick obsolescence for hardware,makes their products a very poor buy.

Stick with Lexmark,Brother or Xerox.
At least those work."

"I will never buy another HP product. My Pavilion DV8T arrived with several problems, the most obvious that there was no ?/ key and a duplicate :; key. After about 10 days of use I had compiled a page long list of software problems most of which related to video freezing; Display driver not responding and recovering for no apparent reason; during start-up requiring a check of the file system but never able to complete the task; etc., etc. I called HP before the 21 day return timeframe lapsed and was told to send it in for repair. I highly regret not sending it in for a refund. However, I sent the laptop in for repair and after 10 days received my newly damaged laptop back. Somehow the technician seems to have used a hammer or some other object when repairing the keyboard since I now have several dents in the frame of my laptop just above the keyboard. I'm not sure what other damage may have been done but quality control at HP is clearly non-existent. I called HP and got the run around, finally talking to a case manager who said I could send it in for repair. I said I wanted my money back and I would give them their damaged laptop or I wanted a new laptop. I have no intention of waiting another 10 or more days while they further damage my laptop. Customer Service is a joke - they tell you several times to wait while they check on something and then come back and say the same thing over again. For a company as large as HP I would expect better quality control and better Customer Service."

"Awful, rude and unhelpful... I ordered an HP Touchsmart desktop PC, found it was missing some screws right out of the box, and called tech support about it.

I was told that there was nothing that could be done, and that I needed to go to the hardware store and purchase the missing screws myself.

I called back again and reached a different support rep who seemed to be more helpful, and told me that it would be no problem to send the missing screws. He gave me another phone number to call, and also transferred me over to it. The man who answered at this new number asked me what the problem was - I explained the missing screws and he hung up on me.

I called back using the number I was given and was told again that there was no way they could help me with missing screws. I said that this was not an acceptable answer and the rep put me on hold. After 30 minutes, another rep picked up who had no idea what my case was so I had to re-explain everything.

After taking down all of my information, this new rep told me that it would be no problem to send the missing screws. Then he hung up on me."

"I received a HP Photosmart 8150 printer as a gift some time ago. During a move, I lost the box & all of its contents, but I kept the printer, as I had taken it out of the packaging & set it aside. I simply had never gotten around to setting it up.

So, of course, unable to find the remaining cables with which to connect the printer, I viewed HP's website, found their toll-free sales phone number, and called in to talk to someone. I was bounced around 4 times, from sales agents to parts store agents, but I had no problem with this. The 2 different departments each had access to information on 2 different cables that I needed. So far, so good.

I found the parts numbers for everything I needed, but I had one more technical question: Would I BE ABLE TO USE a 3rd cable to enable the USB port on the front of of the printer for print functions, or is data transfer of print documents ONLY possible with the Mini USB port on the rear of the printer? As sales & parts departments weren't "qualified" to answer this question, I was forwarded TO THEIR "TECHNICAL SUPPORT" staff IN INDIA.

Once connected with a man identifying himself as "RAUL"/"RAOUL", I repeatedly tried to ask this very simple question, but was interrupted repeatedly: Name, email address, mailing address, daytime & nighttime phone numbers. Fine. That all took WAY TOO LONG FOR THE OBVIOUSLY SCRIPT-PROMPTED READER to ask.

FINALLY, HE GOT TO THE ONLY QUESTION THAT MATTERS FOR THEIR "TECH SUPPORT" DEPARTMENT: WHAT IS THE SERIAL NUMBER OF THE PRINTER? HE ASKED THIS TO DETERMINE IF THE PRINTER WAS STILL UNDER THE 1 YEAR WARRANTY. WHEN HE FOUND OUT THAT IT WAS OVER 1 YEAR OLD, HE PROMPTLY ENDED THE CONVERSATION, SAYING THAT HE COULD NOT HELP ME, BUT THAT I WOULD "HAVE TO" CONTACT THE ONLINE TECH SUPPORT VIA CHAT INTERFACE. He wasted 10 minutes of my life following moronic prompts, only to refuse EVEN CONSIDERING MY VERY BASIC QUESTION. I hung up, as "ASSISTANCE" was clearly not forthcoming.

I called again, and was lucky enough to speak with THE ONLY SYMPATHETIC "CUSTOMER SERVICE AGENT", who was in their CENTRAL AMERICAN PARTS SHOP DEPARTMENT. This agent did not know the answer to my question of port functionality, but she had me hold FOR 30 SECONDS, asked her supervisor, & GOT THE ANSWER I NEEDED WITH VERY LITTLE FUSS. THAT DEPARTMENT ALSO APOLOGIZED FOR THE LACK OF SYMPATHY, PERTINENCE, & STUPIDITY OF THE INDIAN "TECH SUPPORT" DEPARTMENT, AND HELPED ME FILE A COMPLAINT WITH THE TECH SUPPORT SUPERVISOR. According to the parts shop agents, supervisors from different departments have the authority to do so. Who knows if that will lead anywhere?

BUT THE POINT OF MY STORY IS: TECH SUPPORT WILL MAKE YOU JUMP THROUGH HOOPS, WITH THE PURPOSE OF DETERMINING IF YOU ARE COVERED UNDER WARRANTY. IF YOU ARE PAST WARRANTY COVERAGE, DO NOT EVEN BOTHER CALLING THOSE USELESS SCRIPT-PROMPTED READERS IN INDIA."