Report: #314567

Complaint Review: Hewlett Packard - Nationwide

  • Submitted:
  • Updated:
  • Reported By: Selden New York
  • Author Confirmed What's this?
  • Why?
  • Hewlett Packard hp.com Nationwide U.S.A.

Hewlett Packard Dv6000 Laptop Dealing with the Circus that is HP...."support" Nationwide

*UPDATE EX-employee responds: All within reason

*Consumer Suggestion: your not alone

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Don't be another one of HP's suckers!In other words don't end up like me.Here's my who's on 1st experience with HP "Support".I thought I was getting a good deal when I purchased my HP Pavilion dv 6000(Dec.7,2006) but forgot to factor in time and headaches I would need to make it run.Amonth after purchase the problems began.Started with the wireless connection not working.I delt with it and just rebooted and it eventually would come on.Febuary the computer nolonger turned on so I called "tech support".I was connected to someplace in India to someone that English was their 10th language.

After the 1st hour of her getting my name, address, telephone number,email and serial number I knew this was a mistake. It was much more obvious though when the "tech" told me to run a BIOS on a computer that does not turn on!!It took about 3 hrs. getting my info!2 days later Hp sends me a box and I ship out my PC.Hp replaced the hard drive and ran a BIOS on it.I get it back and what do ya know a month later it crashes.I begin to go thru would will become routine.Call HP again including a letter that the hard drive was just replaced and I think its the mother board.Being the masters of trial and error they are they replace the hard drive again.IT CRASHES!Look kids Big Ben, Parliment!!I finally get an actual tech on the phone and he can not believe it.

They decided to ignore what the tech wrote and use deductive reasoning and come up with the idea it must be the HARD DRIVE!WARRENTY IS UP!I then pay $150 more for support.Will this $150 extra buy me a computer that works? Nope.I just sent it in for the 4th time and the same thing happened.I'd made an attempt to just cancel my extended service plan and cut my losses but they will not refund me my $150 because my computer was 3days into the warrenty. So I'm now out $850 instead of just $700.YOU WILL NOT GET ME AGAIN HP!Should spend that $850 on better tech support!

Selden, New York

This report was posted on Ripoff Report on 03/04/2008 11:04 AM and is a permanent record located here: https://www.ripoffreport.com/reports/hewlett-packard/nationwide/hewlett-packard-dv6000-laptop-dealing-with-the-circus-that-is-hpsupport-nationwide-314567. 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 UPDATE EX-employee responds

All within reason

AUTHOR: Artanica - (Canada)

POSTED: Wednesday, April 23, 2008

I used to work for the mentioned HP Case Manager group and while I've since moved on to bigger and better things, I highly doubt their policies have changed much in the last 6 months.

If you have had 4 services (or even 3) with hardware being replaced (like the Hard Drive mentioned), all within the normal or extended warranty period then HP will replace your computer free of charge.

When you call up just state that you have had enough services done to your unit and that you want to escalate your case. If the call goes according to HP policy the tech should be putting you on hold to contact a supervisor. Once the supervisor gets on the phone then you'll want to explain the number of services and that you would like to speak to a case manager to discuss options. At that time they'll either transfer you or setup a callback. Once you get a case manager then under the policy they can replace the computer based on the service history.

Note: Not all call centers follow the correct policy, but whether it'll get you a case manager in 2 or 3 steps it doesn't matter so long as you get there :)

From my experience the biggest mistake you can make is go into the call prepared to fight. Trust me when I say that the tech's would gladly transfer your calls to supervisors if you ask polietly for their help in doing so. As soon as you try and make it a confrontation or a demand it, then you are only hurting your cause.

There are a lot of people working for HP that care and want to help and I hope it all works out for you.

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#1 Consumer Suggestion

your not alone

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

POSTED: Friday, March 14, 2008

1.Hp will OUTSOURCE to another country like "smelly cheap india" the tech are stupid and yes one you give the information "if they know how to s-p-e-l-l" your are NOT going to get help but they will help you by lying because they have no clue of what is going on

2.in my case is to file a compliant with the BBB.org i did in the past and you will get a reps in America

also call the main office and ask for "the case manager lines" they will help you more

and 3.if you sent your computer in for service dont believe of what they say like "you will get it back or is in service" because hp lost and fond and lost it again and the truth is they held for 31day by lying


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