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Report: #420973

Complaint Review: Hewlett-Packard Company - Palo Alto California

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  • Updated:
  • Reported By: Loudon Tennessee
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  • Hewlett-Packard Company 3000 Hanover Street Palo Alto, California U.S.A.

Hewlett-Packard Company Bad printer, bad laptop, bad software, bad tech support, bad company Palo Alto California

*Author of original report: Unbelievable service

*Author of original report: WOW--WHAT SERVICE

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I have recently purchased two HP products, a Laser Printer and a business Laptop. I have had more problems than is reasonable with both, but particularly with the fact that the two do not work together (see case 3604786575). The issues I've had with the laptop include:
1. DVD not able to load OS--support fiddled around a while, then sent replacement disks that were not for the OS I needed (XP x64), later with tech support they were supposed to look into sending the right disks, promised to email or call and never did.
2. Apparently this notebook is incompatible with the new printer, so I either have partial function, or none at all
3. Some of the software mentions bluetooth capability, for this notebook, but the documentation is vague, I still have no idea whether or not this notebook is bluetooth enabled!? And after the strange interactions I've had with support in India that barely speaks english, was afraid to call and ask.

The printer also has issues:
1. Unable to receive faxes, the fax picks up maybe half the time.
2. Unable to communicate with computer.
3. Software for HP Solution does not load from the disk properly, after installing, it asks for disk in location "1", and I have to browse to the proper folder and install that part of the software.
4. I alwasy get errors (on every PC when installing regarding flash player and something called hpqdummy)

I have had some crazy interaction with tech support as well. They all refuse to let you speak to a supervisor, I think one even lied about being a supervisor (I have a copy of the chat log), I've had them troubleshoot the wrong product, give me steps in the wrong order, and I even had one tech call my house after midnight, waking my elderly father. I am thouroughly disgusted with HP, and at this point just want to give up and return it all.

Rob
Loudon, Tennessee
U.S.A.

This report was posted on Ripoff Report on 02/06/2009 09:50 AM and is a permanent record located here: https://www.ripoffreport.com/reports/hewlett-packard-company/palo-alto-california-94304-1185/hewlett-packard-company-bad-printer-bad-laptop-bad-software-bad-tech-support-bad-compa-420973. 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. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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#2 Author of original report

Unbelievable service

AUTHOR: Rob - (U.S.A.)

POSTED: Friday, February 06, 2009

This excerpt was me chatting with supervisor john, but as you can see when I am "dismissed", he signs as Richard (original agent name)

This is from the chat log with support:

[Friday, February 06, 2009 12:35 PM] -- Rob Whipple says:
are you going to answee the above questions?


[Friday, February 06, 2009 12:37 PM] -- Richard S says:
I have already answered your questions.

[Friday, February 06, 2009 12:38 PM] -- Richard S says:
If you are not satisfied with the service, please contact us at the HP Customer Care Center. The phone number for the HP Customer Care Center is 1-800-HPINVENT (1-800-474-6836). Our office is open Monday through Friday from 6:00am until 6:00pm MST. Our HP Customer Care Representatives can assist you in this process.

[Friday, February 06, 2009 12:39 PM] -- Rob Whipple says:
Ok, well I cannot receive faxes, this is ok with you, do i understand this correctly?

[Friday, February 06, 2009 12:41 PM] -- Richard S says:
Yes.

[Friday, February 06, 2009 12:41 PM] -- Richard S says:
Please let me know the error message.

[Friday, February 06, 2009 12:57 PM] -- Richard S says:
Rob, it has been some time since your last response, I will put this chat incident in a holding queue and the next available agent will assist you. The incident will close automatically if there is no response within 12 hours. Thank you again for contacting HP and have a great day. Richard

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#1 Author of original report

WOW--WHAT SERVICE

AUTHOR: Rob - (U.S.A.)

POSTED: Friday, February 06, 2009

They don't care unbelievable, this is an excerpt from chat support:

[Friday, February 06, 2009 12:39 PM] -- Rob Whipple says:
Ok, well I cannot receive faxes, this is ok with you, do i understand this correctly?

[Friday, February 06, 2009 12:41 PM] -- Richard S says:
Yes.

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