"I have bought HP products all my life because of reliability. However, I bought a Prescario CQ61 IN 2009 then bought Accidental Damage later (3 years). Within a year I had the hard drive replaced - no problems. The next year the battery went, they replaced it no problem. The next issue was a defective DVD drive, it took 1 month to turn around because they kept sending it to my home address despite asking for it to be sent to work; the couriers don't work after 5pm, won't give a slot and are uncontactable. Eventually, returned. Emails sent to complain, no response. This year I come to replace my battery and sent in my email, they did not recognise me purchasing the laptop, it has a purchase date of July 2009 with no Care Pack, couldn't find my name. I was on hols, so traced through emails (thanks AOL for keeping 3 yrs worth!), found receipt, that not good enough, sent invoice of purchase of Care Pack, not good enough, sent email from HP stating that I had registered, not good enough, showed page showing i'd registered and couldn't reregister, not good enough, finally got onto my info on system had me down as a Sue (i'm male and not the one in the Johnny Cash song). I eventually got a message from Care Pack support. I sent in this info. They asked me to call. I called and they told me that batteries are not part of the warranty. I stated that they had told me when i bought it that it covered the battery and that they had replaced one last year under the extended warranty. They would not budge. I asked to be put through to his superior, wouldn't do it, asked for email of superior, wouldn't give. He asked me to read Care Pack, stated Care Pack said nothing about this as an exclusion, asked to read warranty, said never been sent one, directed me to website which has neither a page to get hold of the warranty or a page where you can complain!! All this took 12 days! Got through to a page to contact CEO and await his response. HP customer support is rubbish. I will never again buy HP. Care Pack UM948E."

"I dont normally leave good reviews unless the service was spectacular...well I have to say that HP has went above and beyond in a lemon situation. After repeat repairs and an almost expired warranty, they replaced our laptop with a rather awesome newer laptop. After realizing the upgrade, it cemented that HP wanted to resolve the situation. Literally 2 months of sending my laptop off and getting back a laptop that would fail out on every display component. Aside from somewhat faulty hardware use, HP gets an A+. hello sweet upgrade.
played out like this-
Spoke to a guy named Jayme who was very helpful while sending my laptop back and forth. All I had to do was ask for him. After the 3rd repair, I spoke to a case manager who contacted me back the next day. She immediately offered the replacement laptop. Lily is awesome."

"Whatever you do, do NOT do business with Hewlett Packard. HP’s products are among the worst one can find, and HP’s technical assistance and customer service are infinitely worse than its products. I am hereby naming HP the king of outsourcing and adding HP to the outsourcing Hall of Shame. According to HP technical assistance representatives, who can barely speak English, there are no technical assistance contacts or supervisors in America for HP business products. Also, it is impossible to reach an HP technical assistance supervisor. Indeed, I have left messages for callbacks from HP supervisors on several occasions, but I have never received a call back. I guess customers are a severe inconvenience for HP. According to HP’s customer service (or should I say customer disservice) representatives, HP’s outsourced customer service center is the highest point of escalation for problems with HP, including problems in dealing with technical assistance. However, customer service cannot address any issues that directly or indirectly relate to technical assistance or problems relating to HP’s non-compliance with the requirements of its service contracts. HP does what it pleases, including flagrantly ignoring the requirements to provide service under its service contracts, and then adds insult to injury by providing so-called technical assistance through outsourced people who cannot speak English. HP technical assistance supervisors are never available, and they refuse to return calls when messages are left for them. HP customer service, the highest level of escalation for HP business products, is also outsourced and will not address any issues that are directly or indirectly related to technical issues or service contract issues. Moreover, there are absolutely no HP contacts in America for HP business products."

"Yeah,i wish i had of seen this wave of dis-satifaction before i bought an HP product.I bought a Pavillion notebook June 21/12.So my first impression of the company was that they trimmed 8 months off my warranty,having it expire Nov.23/12 instead of June 21/13.Their matinence program is a mess,nothing works,every thing is a dead end,a total waste of space,driver downloads,updates(only on my blood pressure),nothing.Do i ever wish i had of stayed with Dell,at least there the lights are on."

"HP's customer support is terrible. I bought a new desk top computer last November and the mother board is failing. I called their customer support number listed on the computer, 1-800-HP-INVENT. The techs in the Philippines MISdiagnosed the problem twice, and it took six hours on the phone to get them to escalate my case. I'll never buy another HP product!!"

"i would not take a hp laptop even if they gave it to me. i have a pavilion g7, within a year i have had two hard drives replaced and the lcd screen go out. unfortunately, i did not send it to them to get the first hard drive replaced and was just told that the second hard drive has crashed and since it is a third party, they won't do anything about it. and supposedly the screen is now fixed, shipping it back when i am out of town and i asked that they wait to ship it back, first said yes and then today told me that they cannot do that since they have so many coming in for repairs. after reading the reviews, i can see why. biggest waste of money i have ever spend was buying this computer. hate hp and all it stands for, never mind that fact it took an hour and a half just to have their tech tell me that it needed to be sent back and three hangups later. never again."

"HORRIBLE. I have called three separate times for the issues, hoping that I would get a tech that would understand what my computer issue and fix it. NO LUCK. Since the day I purchased the computer and first set it up, I have received a Power Surge on USB Port message and all three times I've called, each technician's idea of fixing the problem has been going into the control panel and checking "Turn off USB error messages". Each time they said okay, that will fix the issue and you won't see the message any longer. The first time, he argued with me when I told him that doesn't fix the problem, it only turns off the message so I don't see the problem so I got feed up after an hour and hung up. The second time I told him I didn't want to turn off the message but actually wanted to fix the problem, he did do some real troubleshooting at first, but then, when he realized that the only other options was actually replacing hardware (which it has become painfully obvious that HP refuses to do), he actually suggested I re-install Windows, even though it's a hardware message. The third time, was several months later when I finally decided to brave the issue again before my warranty ran out. This time, after telling him I would not accept turning off the USB error messages as a fix, he suggested that I couldn't have had this problem since I first received the computer because HP would've told me when I called to return the computer and they would replace it since it happened before 21 days was over. I asked if he suggested I was lying to him and he said 'no' and I said I suggest you look over the notes from my previous calls before you stick your foot in your mouth further, do you see my previous calls and he said 'no, I don't and I'm not suggesting your lying, just that the issue hasn't been since the beginning. If you're really worried about this creating further problems after the warranty runs, than just extend the warranty' Mind you, it would cost $159.00 to extend the warranty to assure that the problem they refuse to fix will still not be fixed. As this point I asked for a supervisor who said I'll research the issue and contact you back in 24 hours. It very well could be that you're having a motherboard issue, but it also could be a false message' I told him that no one has ever ran diagnostics or ask for me to send them a diagnostics file, do they need that to determine where the issue lies and he said "No". It's obvious they don't have a clue how to fix real issues. Apparently they can only fix issues such as "how do I plug in my mouse?" The last call took place tonight and I'm waiting to hear back from the supervisor, but at this point, even if they offered another computer, it would still not be worth it to purchase another HP product. THey suck, plain and simple."

"The best worst Customer service on Earth.
They are number One with worst customer service global.
No English, No understanding,Stupid people,Stupid system,The CEO stupid by running stupid company.
Never ever again HP dump Company"

"I am furious right now. I have placed 3 different orders with HP and all have been canceled without them contacting me before doing so. Now they are trying to say that the check that I paid with is not in their system even though they cashed it over a month ago. What happened to this company??? They used to be the best, now they are the worst customer service I have ever experienced. They have lost a customer for life. Each call to customer service took over an hour and a half after talking to the first person. Nobody know what the hell is going on and just passes you to another person that doesn't know anything!!!!! How can they think that it is good customer service to cancel orders without contacting the customer first. I needed this computer for school. So I went with another company I found Ironside Computers, and I'm happy to say I finally got my computer. It arrived ON TIME, and it works great. ""

"I have an HP mini netbook and a HPG45. First the netbook's screen feel off after 8 months, they fixed it but the same thing happened again after 6 more months but this time it was out of warranty.

My G45's screen turned blue and exploded and I called HP and it was 4 days after the one year warranty, so they said I can pay almost the amount I paid for the computer for a new screen. So pretty much I am SOL. Thanks HP for having horrible customer service and even worse computers."

"I "have" a top of the line dvt8...kind of. Thankfully I had the sense to purchase the extended waranty on this garbage; I've sent it back to HP for repair twice now, and have had to make at least 4 separate issue technical service calls. I've recently found out this model has a "known issue" with the media bar where it will randomly change the volume, and turn the internet on and off repetedly. They tried a hardward driver update, and that "fixed" the problem for about a month, then it was back with a vengence; it wasn't possibe to keep the wireless connection (and can you believe it doesn't come with ethernet!) So, off it went again, to HP for repair of this "known issue"....four damn weeks ago! Yes, they are patiently waiting for an out of stock part to fix my "known issue"...and apparently the vendor in China is taking their sweet time sending it to them. I called customer service for an update on where the hell my computer is, and why it wasn't returned to me within the 10 quoted time I received after they inspected it, and of course, I got to talk to someone in India reading from a customer service how to book. He had a poor attitude, and in his opinion it wasn't HP's fault that my computer was MIA..it was the vendor in China's fault. Yeah, I work in Planning you idiots at HP....do your friggin jobs and get parts to repair KNOWN ISSUES in your inventory!!! Rocket science, I think NOT!! You can keep your garbage and your Indian CSR's!! This is the last HP POS I'll ever own!!"

"I bought a HP Pavilion DV6t laptop late 2009. It was moderately priced, around $1,000 or so, I'll give it that.. Starting a couple months after I received my laptop, I experienced a torrent of issues that never seemed to stay resolved for long. I went through 2 extra power adapters and 3 hard drive replacements during my warranty period (came with 1 year, extended it to two years). I have to say, if your HP laptop runs into this many issues, just ask for your case to be escalated to a case manager, they don't seem to be outsourced to India and are much more helpful.

About two months after my second year of warranty expired, my laptop bricked.. It will not turn on, and I've tried contacting HP about it, but since my warranty is out, they want $60-$100 just to speak to someone about my problem.. I'm out HP. And this time, I'm not getting one of your products again. Treat your customers better.

My last laptop beforehand was a Sager that I purchased in 2002 and it lasted me well over 5 years. I am not a huge fan of Sager anymore, so my next laptop will be an ASUS, but in any case, if I spend more than $1,000 on a laptop, I expect it to be a worthy investment.."

"Dear HP,

You can keep the $100,000+ of Hewlett Packard equipment I (and the companies I have purchased for) have spent with you over the last fifteen years. Though we’ve been together a long time, it has come time to part ways. I feel like I am ending a long romantic relationship. We’ve been through a lot together but I still have a lot of good buying years left.



You see, you’re just not the person I met fifteen years ago. Back then you were attentive and accommodating. When I had a problem you’d work with me, as a team, and we’d both be happy at the end. Now, however, it has really become all about you and I feel like as the years have progressed you have just taken one liberty after another with me and now this relationship has become all about what I can give; and what you can take from me.



There are a lot of youngsters out there who have expressed an interest in trying to make something meaningful together and truth be known, I’ve really started to listen to what they’re saying while my faith in you has just continued to dwindle. I find myself in a sad place as I know that tomorrow you will just go out and find someone else to fill the void while I will be trying hard not just to find somebody to take your place but someone who’s truly worth everything I have to give; something that will last a lifetime. Though it comes at some great personal pain to end this relationship to which I have become so accustomed, the promise of a new, happier life is with someone special is just too great an opportunity to pass up.



So this is farewell. I am looking forward to a life without data loss, cheap and faulty components, and your deaf ear and cold shoulder to cry on. I really do wish you the best in life and will always look back fondly on the good times we had early on in our relationship. All I hope is that at some point you will see that in the end…

It’s not me…it’s you.

Yours truly,

CW
[support case information removed for privacy] (backround below)



The past twelve months of my professional life have been characterized by continuous hardward failures, inadeduate support, and sub-standard products. It all began with a faulty RAID controller on a proliant server but in the end it is a $700 pavillion desktop that has me saying goodbye forever to Hewlett Packard.



In 15 years of being an IT buyer and a SERIOUS brand advocate for HP, I hve NEVER had this many problems with HP's products, support, and customer service. In twelve months I have experienced two major failures in my proliant servers, a bad hard drive in one laptop, the same issue in a netbook, and now a faulty SATA controller in a pavillion desktop. With each failure came the loss of priceless data and countless man hours worth of work.



For the first time in many years I had to call HP support today and I am appauled at what HP considers to be customer service these days. The inbound call center was located inIndiaand the support and escalation process with deplorable.

Now...I outsource to India as well and completely understand the economic benefit of $3/hr labor, however, are we really still learning that India and other countries are NOT the best place to centralize customer service operations?

My phone call began with Jeff (his assigned name I am sure) in regards to a disfunctional SATA controller installed on the Pegatron M2N78-LA montherboard. I was informed by Jeff that in order to disgnose (yes you read that right, DIAGNOSE!) the problem, I would have to pay $100 via credit card. I was less than enthusiastic about paying $100 to diagnose a what is obviously a hardware failure in the integrated SATA controller on the motherboard of this unit. Jeff informed me that my desktop computer was "Out of Warranty" and that he was unable to help without collecting th $100. I informed Jeff that I would not be forking over $100 so that he could tell me my SATA controller was bad. Jeff then basically told me I was SOL and without paying the fee, I wasn't going to make any progress with him. Jeff and I continued to go back and forth on the matter whilst he consistently reminded me "There is nothing free in this world" to which my response was "The computer wasnt free". After about 40 minutes of our back and forth banter about what I expect customer service to be and what HP is willing to provide "by policy", I asked to be escalated up in the process. Jeff informed me that his supervisor "Refused to speak to me" as it is against policy to do so under HP rules and guidelines. I fought Jeff for another twenty minutes about letting me speak to this Supervisor; who he named as "John" when Jeff figuratively threw up his hands and simply stopped responding to me. That's right, didn't hang up (because apparently that too is against HP policy) but instead, just let me talk to myself for ten minutes. At the end of those ten minutes Jeff's voice appears again and his only words are…

“Sir, I am transferring you to a supervisor now”.

I am placed on hold for just a moment and a new voice (self identified as Deeta) appears on the line. Deeta reiterates that because my computer is a few months out of warranty, I will have to provide the $100 necessary to diagnose my computer. I ask Deeta point blank…

“This computer is just over a year old and the on board SATA controller has gone bad. Is HP going to be willing to replace this component or am I going to be expected to pay for it?”.

Deeta’s response was this…

“If the on board SATA controller is bad, you will need to purchase a new motherboard at your own expense.”

So…For this $700 computer I need to pay $100 additional to have HP “Diagnose” the problem then another $300 for a new motherboard?

I don’t think so."

"Couldn't let all the negative reviews sit here without my 2 cents. I purchased a laptop/tablet over 2 years ago and paid for the accidental coverage. It was a hefty price, but I figured it might come in handy. The laptop has worked great over that time, and since then I've dropped it twice resulting in serious body cracks. Each experience working with the HP service people (who make sure that I know they are in india for some reason) has been flawless and resulted in them replacing a good portion of the housing. Delivery of all packing materials and shipping both ways is always next day service, and I've never paid anything for it. Turnaround is usually within a week.

Hopefully it isn't a fluke as I'm planning to buy another HP for this very reason."

"We bought their all-in-one computer in Best Buy, which failed in 22 days since we purchased it (actually we unpacked it only a week after purchase, didn't have time for a while, so it worked for two weeks actually only). As per the best of Best Buy advice, we got disk from HP, paid 22 dollars for the delivery of the disk (!), and were able to start the computer again. Not to mention that all the information and software, which we put onto the computer, was lost, after restoring it got totally "blank". After a week it fails again. Who needs the computer which failed twice less then in a month after being purchased? Best Buy, where we bought it, would not take it back, because their return policy is FOURTEEN DAYS! HP would not even replace it, they would repair it only. So they want us to send this computer to them to get it repaired. All right, what to do. They sent us a box, so we can pack the computer to send it to them. The box arrives, but the computer could not be put into it in the fixed position. If we send it to them like this, they would get a piece of junk, which we personally paid 750 dollars for. After several calls they said they would send us another box. No box arrives, just delivery label. As you see, we bought the computer, paid the money - so we can have the computer and use it. And we don't have any, for more then a month already, and who knows for how long more. I'm just so extremely frostrated with all this. It seems like I could be able to find some personal contacts with HP management, hopefully I'd get some help and get computer replaced somehow. But I would not recommend to buy anything from HP or even from Best Buy to anybody. Frostration, and nothing more. Computer, which we basically weren't able to use from the very beginning, and unbelivable customer support... Hate all this."