"WOW!!!! I am surprise by the bad ratings HP.COM. I ordered from them a few years ago for a HP D7160 printer and got it quickly with no hassle. I have use HP printers all my life except once and regret the day I did.

They had some promotion going for ink and you know ink cost more than oil and gold. I quickly ordered mine through HP.com (spent $184) and received free shipping along with $40 gift cards towards my next ink purchase. Can't beat that. I received it soo quickly, I was caught off guard. "

"I received the HP desktop PC unit broken. It took over one month and several e-mails and phone calls with a manager. Who was trying to force me to accept the product. HP does not listen to the
customer. I would like to warn everyone that you are taking a risk doing business with HP. It has been nothing more then the biggest hassle I have had with any company ever. The cust. service managers will call and harass you even when you plead with them not to call any longer. I even contacted the corporate office and they just put me back to the the same guy that wasn't helping me to begin with. BEWARE BIG COMPANY LITTLE CUSTOMER SERVICE STAY CLEAR"

"I purchased a laptop (dv9548us) from Circuit City in July 2007. In July 2009 my graphics chip failed due to a known manufacturing defect involving the lead solder connection (I won't get too technical). Having determined that it was the gpu that was the problem I discovered, to my absolute horror, that there are literally thousands of hp customers with the same problem. I contacted hp with the thought that, as it is a manufacturing defect, surely they will be assisting all their customers who have this issue - WRONG! hp refuse to do anything. Sony have just announced that they will extend the warranties of their customers for 4 years in order to address this problem. hp extended the warranty for one year, on a limited range of systems, and didn't actually bother to inform their registered customers that there was any issue.

I would recommend that everyone avoid hp at all costs, once they have your hard earned money, they don't care anymore.

It really is a case of BUYER BEWARE!"

"I bought a customized HP from Costco last April 2008 & the motherboard went out in July of this year. Computers should last 3 to 4 years with no serious problems, but I had bought from Costco so I thought, "No problem, I'll have it serviced under the 2 year warranty." I got a dose of reality. You are on your own after the 90 day return guarantee. What happened is I contacted Costco's Concierge services & spoke with a "technician" for about 1.5 hours, who was clearly just reading a list of things to do. Nice person, he just didn't know much about computers. Finally, he said he could get a case number and have a box sent from the warranty company (the warranty company isn't Costco, it's a third party contractor). The return box arrived and it was too small, so I called and they informed me the computer I had bought from Costco wasn't the one in their records, they claimed the computer sent to me was a slimline (what a load of "carp"). I had my packing slip clearly stating it was an A6460t, and my receipt. After dealing with a number of other people the last person said they wouldn't honor the warranty, because there was no proof I bought the computer from Costco. Wouldn't you like to hear THAT from someone that's supposed to be providing service? I took the computer to my local Costco & spoke with three people, finally ending up with someone claiming to be a manager. I had explained the warranty refusal, shown them my proofs of purchase and the computer with matching model and serial numbers. They pointed to the 90 day return policy and refused to take the computer back. I pointed to the 2 year warranty, the accusing attitude of Costco's service company representative, their refusal to honor the 2 year warranty and asked for a return. They refused, gave me another case number, and told me to go through the process again...a "mistake" had been made, so they said. The mistake was mine, I bought a computer from Costco...buyer beware. After 90 days you are on your own, the run around begins. I'm now looking at a month or more to get my HP computer serviced, having to send it half-way across the country to a third party service provider that's proven to be untrustworthy. I'll continue buying from Costco, but never again a computer. The one star is for their cheaply built computers and service. I depend on my computers to run my business, but cannot depend on Costco to support my business critical systems. I will never buy another HP computer."

"I OFFER TO BECOME PRESIDENT OF THE "I HATE HP" CLUB!!

I bought a printer from HP online in October 2008. I received the printer broken. I called to have it replaced, and after waiting 2 weeks for the replacement I decided to follow up, and that is where the lack of customer service began. They told me that it would be another 3 weeks. They said they could not expedite the shipping of the product any quicker, and that was all they could offer. I told them then to forget it, cancel the order, return my money, and send me a mail slip to send the unit back. And this was after going through 10 different departments and none of who speak any English.

They never sent anything to send the printer back, and after the charge hit the credit card statement came and the credit was not on there, we called our credit card company and filed a dispute. It took the credit card company a couple of months of going back and forth. Then about 3 weeks ago, 8 months after I ordered the printer and Case Manager, Roland, called and told me to keep the printer, throw it away, they didn't care, but they would issue a credit on our credit card.

After the credit didn't appear again, I called HP back and asked them what was going on. Their first response was they would give me $30 less than what we paid for it, I said no, I want the entire amount. Five minutes later he said that all he could give me was 50%. They said its because I waited too long, which I guess 2 weeks is too long, but of course their internal notes show that I never called. Then they said it was my mistake for going to the wrong division. I have spent hours arguing; now I have decided to waste my time ruining their reputation.

The final straw was that I finally agreed to the 50% and they now want me to send the printer back to them!!! First I thought it was bad that they wanted me to pay them $96.00 for a broken printer, but no, THEY WANT THE PRINTER BACK TOO~!!!! So they want me to spend $96 for NOTHING!!!! Because of their neglect and stupidity this multi million dollar company would rather take money from poor me and my broken printer.
"

"I regrettably need to add to the crowd very displeased with HP Customer Service. I purchased a HP Wireless G Print Server so that I could print wirelessly from several computers without each having to plug in. The device worked great at first but then would intermittently fail. If I take the power cord and force it harder into the Server things would work... so there is a bad connection to the power supply somewhere in the unit. I call HP and they send me to printer help and ask me for the model and SN# of my printer. I ask why that matters since this is not a printer problem. They keep asking and when I mention I could use a different printer they ask for the model and SN# of that printer. Then they tell me their computers are down and need to call me back in 15 minutes. They don't. I call back the next day... what are the model and SN# of your printer? After I give this they say that I need to speak with printer support. I say why as this is not a problem with the printer. They repeat and I respond that I will probably have better luck with them so go ahead and refer me... only to find out the office is closed and I need to call back tomorrow. So I try e-mailing them. They ask what is the model and SN# of my printer. I respond that I don't know why they need this but go ahead and give it to them anyway. No response.
It is clear to me that the Customer Service is in some foreign country and that they all are following the same sheet with steps on it. No one is thinking and the best response to a problem is to disconnect or ignore it. And this is the abbreviated version.
I like HP products but this is the worst tech support I have ever encountered.

Update: I tried HP's e-mail tech support and after e-mail them every day for a week I finally got a response... believe it or not IN FRENCH! Now I get spam from HP every day.

My advice if you find yourself in my shoes is to contact your credit card company and ask them to file a dispute. If they accept, this process can work. This is my next step."

"HP customer support is the most inadequate, disrespectful, waste of time I have ever experienced in my life!

Nearly a month of emails, phone calls, and online chatting and I still have not received recovery discs that I had to order and pay for.

Don't buy HP or Compaq. Read the company reviews and you'll see that HP/Compaq policies are to get customer's money and then do nothing!!

HP/Compaq is one of the worst companies that I've ever dealt with in my entire life!!!"

"Worst Laptop I have Ever owned. Worst customer service. Refused to fix a known defect:
http://h10025.www1.hp.com/ewfrf/wc/document?lc=en&dlc=en&cc=us&docname=c01611512

Refused to fix because I am serving my country overseas and support is only available to those in the US. This defect caused the other hinge to break so now monitor will not support its own weight.

Additional problems include:

1) CMOS Battery has not operated since 6 months of owning the laptop.
2) Speakers Intermittent Functionality
3) Power Issues - Cannot power off the laptop unless the power cord is disconnected - if power cord is connected laptop will restart over and over again.

Now laptop has completely failed. Will attempt to boot to windows and go to a black screen.

Attempted to resolve the problem through Customer Service. Two E-mail ignored. 6 Phone calls hung up on or transferred to the wrong extension. I AM OVERSEAS I DO NOT HAVE TIME TO CALL HP EVERYDAY.

"

"Hewlett Packard is the best place to shop for computer hardware in the world (meaning laptops and if the case arises desktop computers). The whole Hewlett Packard experience is hassle free."

"Good company, got plenty of ink on sale!!"

"I bought the laptop on March from a BestBuy and it broke on April. The video screen got corrupted/jumbled and didn't work anymore. I sent it back to HP, through BestBuy since HP has a 1 year warranty on it. When in line at BestBuy to send it back, I found out there were 2 other people waiting in line to send their HP Laptops (the same model I had) for the exact same problem!
HP sent it back and refused to fix it because they said the machine was "dirty". How can "dirty" be a deal-breaker?!!! I had the laptop in a normal desk setup, it didn't get any more dirty than anything else around it. Saying they won't fix something because it's "dirty" gives them card-blanch to refuse service on ANYTHING! Basically their warranties mean NOTHING!!! Don't buy from this company - they make faulty equipment that they refuse to service for any reason or no reason at all."

"This company is too widespread and outsourced to know what in the world is going on. The right hand has no idea what the left hand is doing. They will tell you one thing, then the next person will contradict that and the supervisors are condescending and patronizing. A customer service representative should never berate and belittle a customer who has a legitimate complaint about the defective product they were sent. It is key to note that if you are sent a broken/damaged product that you purchased they will require you to return it and repurchase a new product (and disallow any discounts, sales or combination deals that were a part of your original order). This corporation needs to bring their business all back to the US and have stricter controls to ensure that customers are treated fairly and appropriately in the transaction. Be forewarned that the service and fine print can be deceptive and almost make the excellent computer products not worth the hassle. "

"I waited too long to try it out my HP Pavilion m9402f or I would have returned it immediately. Worst computer purchase I've ever made.

From the first time I booted it up, it has made an annoying tone-tone sound at random intervals, all the time it was running. I recognized it as some sort of warning, but couldn't find the cause or the fix. Finally, I called HP support. The agent took control of my computer and turned the sound off. Asked if there were anything else she could do. I said, "You haven't fixed the problem, you have just masked it. I want the cause fixed fixed."

After she wasted about an hour of my time, I asked to get to the next level of support. Her supervisor came on and turned the sound on, but turned the particular warning sound I was getting off, and told me it was fixed.

By now I had wasted a lot of time and still did not have a satisfactory fix. He offered to call me the next day and continue the process.

The sound he turned off related to failure to connect and disconnect devices. I said it sounded like a hardware or driver problem. He said there is no problem with the PC, just with the sound settings. Baloney!

By watching the task manager processes, I noticed that whenever the warning was raised wmplayer process would flash up and then disappear. I assume the problem is a Vista one, but their support is 1) too ignorant to find fix the problem, and 2) too eager to drop the problem without a real fix. I did point out the observation in task manager, they looked at it and ignored it.

As to the hardware, it is lightning fast at times, but often slower than my single-core machines."

"The above invoice number is not from hp.com, but from COSTCO. I bought a HP DV9500 CTO Notebook from COSTCO, but I'm dealing with HP directly to resolve a defective product.

This review is about HP warranty and customer service.

I've been trying to get my notebook repaired or replaced for four months and the problem or replacement is still not resolved.

The notebook has been sent to HP certified repair centers twice now. I've also had two batteries sent to me, which did not solve the problem.

I finally was contacted by a complaint rep who said he would take care of it. That was two months ago. He never called back after our initial call, and I had to call 5 times to get a call back.

Finally I did get a call back and was assured that a replacement with all parts of equal power or greater would be part of the new replacement.

The day after I received an email saying that I needed to confirm the replacement. The replacement had a CPU that was less powerful than the one I had. It also had no modem.

I tried again in email and by phone to contact the rep but always got the "He's busy at this time. . . " blow off.

Two days ago I turned this over to the BBB. After 21 days, which is the time the company has to resolve the issue, and if it is not resolved, I will now have to file a small claims suit against HP.

The CSR reps were all nice and I had no personal problems with tech support or the CSRs. The notebooks that HP make are quality and work well, if you get one that does work.

If you don't and you need service, well, read the above. HP is horrible in the customer service department.

I would suggest taking your business elsewhere to a company with higher business ethics than HP."

"I have an HP Pavilion Desktop PC, model d4790y. I bought it in February of 2007 with a 3-year hourse call extended service plan. It stopped booting up a week ago, on October 12, 2008. I called HP technical support.

At first, they claimed it was no longer under warranty. I had the receipt handy for the extended service plan that I bought - along with the computer - directly from HP’s website, which showed it was covered until February of 2010. I read them the order number on the extended service plan receipt receipt along with all the other information on it. I also FAXed them a copy of that receipt after that first phone call. After reading them the information on my receipt, they tried to troubleshoot the machine, which took several hours.

After that first call, they couldn't determine whether it was the video card or one or more bad memory card slots. They wanted me to ship my computer to them, but I objected on the grounds that 1) According to them, I would lose all of my data, including all of the after-market programs that I had installed on my hard drive (backingup and re-installing is a pain), and 2) as I pointed out, I had paid for in-house repair. It turns out, the in-house repair is available when and if the phone techs have diagnosed the problem, since the tech who comes to the house "doesn't have the tools" for troubleshooting.

So much for in-house service. I asked if further trouble-shooting could be done to pinpoint the problem. They said a supervisor would phone me back later that day to do that. I received no call back. So, I phoned them back, and after several attempts and several more hours of my time (which is valuable to me, though obviously not to them), they finally located the problem as a bad video card. I thought this meant they would be sending a technician out to repair it, but no. Suddenly, after hours of tech support on the phone, they go back to telling me that my computer is no longer under warranty.

I give the all the information I gave them before (order number, item number, tracking number for the extended service plan, etc.), and also tell them that I FAXed the proof of purchase to them at the number they provided. They then offer to send me the part instead of sending a tech, and I could live with that – I can install a video card. But before they can send it, they have to verify my proof of purchase. How do they do that? They need me to FAX them my proof of purchase. I inform them that I had already done that. I was told to call back the next day.

I called back the next day and was told that they had received my FAX of the proof of purchase and they had updated my warranty information. I asked when I would get my part. They said I would get it soon, but they couldn’t tell me when. They advised me to call back the next day. I called back. I got referred to a website which displayed the status of my order. The status of my order said: unshipped. Marvelous help, that! So, I called back yet another time (by now, it is Thursday, and the problem started the previous Sunday). They finally gave me a FedEx tracking number for my order which was to arrive the next day.

I did not receive my part the next day. I looked up the tracking number, and it was for another person (hey – at least SOMEONE got their order from HP!). I called HP and explained the situation. After about an hour, I was transferred to the shipping department. My call was disconnected before anyone answered. The next day, I called again to check the status of my order. Again, after another hour on the phone with tech support (repeat of the day before), I was finally transferred to the shipping department. This time, I wasn't disconnected, but when I got there, I was told that HP was experiencing technical difficulties and they could give me no shipping or tracking or status information whatsoever. At this point, I started e-mailing customer support. I explained my problem. The reply that I received (it is now October 18, 2008) said,

“I would like to inform that the warranty information has not been updated so far, the records in our database indicate that the PC is not in warranty. Once the POP request is received, the warranty validity team will contact you further and they will update the warranty status of the PC.”

In response to this e-mail, I sent a reply explaining that I had already FAXed the proof of purchase. The second response said,

“I would like to inform that records in our database indicates the PC warranty is not updated as for now. We are experiencing some technical difficulties, I am unable to trace if shipment has been initiated or not. However, if the shipment is sent to you, then a cso number might be provided to you. If so , please get back with the cso number, so that we can trace if the shipment is initiated or not. If you have been provided a cso number, then you can track the shipment.If you wish to know the delivery status please visit the following HP web site and submit the appropriate CSO number and Zip/Postal code.”
“http://www.hp.com/go/csostatus”
“If you need any further help in this regard I request you contact our phone support team.
Please visit the Web site listed below for a list of available phone numbers to contact HP.”

“NOTE: Out of warranty products do require a fee. “

“The above information should answer your query. If you need any further assistance or clarifications, please feel free to reply to this mail. We would be delighted to assist you further.”

“Sincerely,
Gary
HP Total Care”



Well, I replied again and attached to my reply a scanned copy of my original proof of purchase. I also reFAXed a copy of the proof of purchase. I received a reply which told me that their “Quality Customer Care Group” would be contacting me by phone in the next two days.


That’s where it is now, as of October 19, 2008. I paid $189.99 for the 3-year extended service plan, and so far, I have received nothing for it but a headache. "