• Report: #468627

Complaint Review: Hewlett-Packard HP Case Management

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  • Submitted: Sat, July 11, 2009
  • Updated: Wed, July 29, 2009

  • Reported By:Hamilton Ontario
Hewlett-Packard HP Case Management
www.hp.com Internet U.S.A.

Hewlett-Packard HP Case Management Liars and thieves Internet

*Consumer Comment: HP What to DO

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I purchased an HP F4210 All In ONe printer in December 2008. It never scanned properly, but since it printed I didn't worry too much about it. By June of 2009 it stopped printing as well.

Even though I have extended warranty coverage from the shop where I bought it, I was directed to HP's 1-800 number. After a 2 hour wait I finally managed to connect with someone. That call lasted an hour, and I was told that the printer would be replaced, but that a "case manager" had to handle that aspect. I would receive a call the next business day at 4 pm.

Of course, no call came. I had to ring them again and wait ANOTHER 45 minutes on hold while a case manager was located. This mamager's name is JOANNE. JOANNE then informed me that none of my information had been saved or transferred, and there was no record of me requesting a repair. I told her I had requested a replacement, not a repair. JOANNE told me that all they would do was repair it. Since I was only a home customer and not a business customer, there were no other options open to me.

I lost my cool at that point and demanded that she get the process underway as quickly as possible. JOANNE said that a UPS box would be sent to my home address within 24 hours.

No box arrived. No phone call or explanation, or response to the angry message I left at the number and extension JOANNE gave me. It's a fake number which is never answered.

Not only are HP's products substandard, their customer service is horrible as well. Don't buy the extended warranty on any of their products. If it breaks, just THROW IT AWAY. And don't whatever you do call that 1-800 number. It's designed to give you as much run-around as possible and hopefully kill you with the stress of it all.

And JOANNE, if you're reading this, go to h*ll and stay there this time.

Hp hater
Hamilton, Ontario
Canada

This report was posted on Ripoff Report on 07/11/2009 01:11 PM and is a permanent record located here: http://www.ripoffreport.com/r/Hewlett-Packard-HP-Case-Management/internet/Hewlett-Packard-HP-Case-Management-Liars-and-thieves-Internet-468627. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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#1 Consumer Comment

HP What to DO

AUTHOR: C.m.p. - (U.S.A.)

As a computer tech I deal with HP a lot for various issues from a general question about a system I do not know to sending items in for a warranty repair fro my customers.

1) If you have a problem the best thing to do is go online to www.hp.com and use their chat function for support it saves about 20-75 mins of BS over the phone.

2) If you must use the phone after you provide all the required information tell the person you are talking to you want to escalate your call to "a level II technician" the level one guys that answer the calls work off of a computer script and do not know anything but what the computer tells them the level II guys are actual technicians and have the authority to initiate a warranty claim.

3) Since you have had a problem with HP go to their website and send a note to their CEO they actually get back to you in about 3-8 days I have done it a few times on a customers behalf

AND on a personal note all I own are HP computers and printers and I have NEVER had a problem with any of them I'm sorry that you did have problem but follow the steps I outlined above and everything should be worked out for you. GOOD LUCK
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