The Hell with HP

Last summer I had it with HP support. My first dealings with them proved to be successful back in 2006, but something terrible has happened since. My brother who lives in Oregon needed help with getting his HP PC up and running after it had been infested with "Internets". I felt bad that I instructed him to to re-partition his box without checking with him first if he had his OEM cd's. Okay... secretly I wanted to get him to use those LiveCD's I sent him the year prior; just kidding, but that was what was left for him at that time.

So I ordered him his OEM CDs next day on a Friday in 2006. Naturally he doesn't get them until Monday. All must have been well since; I don't recall to be honest. He says he was able to get the box back to where it was without using the CD's. A year later he has the same problem but the CD's fail on the last CD. I suspect it is damaged, but he cannot continue. I call HP and ask for a new set to replace the defective CD's.

An afternoon in Hell is what I spent on the phone trying to get to the right department. After countless pass-offs and a couple dropped calls, I finally get a native English speaking gal thinking I'm gonna get this one real soon now. But no she can't find my original order of which I had the emails for still. Evidently they decided to just dump all previous orders from an older database without cross-referencing to the new.

At any rate I was refused because of their inability to produce their own reference and besides that they only warranty the CD's for like 90 days. 90 days!? He didn't need them by the time he got them. Was he supposed to hose his system by using them anyway just to see if they were in good running condition? That was what I wanted her to rationalize. Plus I wanted leniency for the trouble their call centers put me through all afternoon.

But no amount of budging was coming from her. I did all I could to refrain from displaying my anger. I did however mention that I would be contacting the Better Business Bureau and using good ol' fashion grass roots word of mouth and blogging to warn others. I did refrain from blogging until now as my case was still pending. So here is what I sent to the BBB:

Purchased recovery CDs online 6/27/2006 due to PC problems. Problems resolved without CDs. New problem just a few days ago 7/23/2007. Attempt to use recovery CDs and find one of last CDs is defective. HP says they only have 90 day warranty. I explain there is no way to test without actually using this sort of media. I also experienced various difficulties trying to get to their technical support lines. All from feign language barrier, poor connection causing tin can/twangy voice, dropped line, passing the buck over and over. I expected a little satisfaction due to this horrible experience but they were hard nosed about not bending the rules. So now I have an HP desktop without an operating system. Service not rendered!

HP did prove to be responsive to BBB, but not without playing some games first. August 20, 2007:

Hello Warren:

The Executive Office has received your BBB Complaint. We were unable to
locate a phone number to contact you. We apologize for the problems you
experienced. In order to assist you further, we will need the following
information that was not included in your message:

1. Product Number

2. Product Serial Number

3. Date of Purchase

4. Daytime telephone number

Best Regards,
Annette Acosta
Hewlett Packard Company
Executive Customer Relations
3000 Hanover St.
M/S 1247
Palo Alto, Ca 94304
1-650-857-8270

I replied August 20, 2007:

Greetings Annette,

The information is included in-line. This CD kit has been re-ordered
again end of July 2007. I do not have any order number or
confirmations except for the charge to my credit card as I did not
receive any emails this time. So at this point I am no longer seeking
replacement CDs as per my re-order. I would like to be reimbursed
$12.08 for the purchase of the first kit that was defective.

On 8/20/07, Acosta, Annette wrote:
> Hello Warren:
>
> The Executive Office has received your BBB Complaint. We were unable to
> locate a phone number to contact you. We apologize for the problems you
> experienced. In order to assist you further, we will need the following
> information that was not included in your message:
>
> 1. Product Number

The product purchased was Part Number - 5069-6299 Recovery CD-ROM -
Pavilion, North America, Home Edition (34NAHEBLU)
HP Order Number: HPPS-060627-00975

>
> 2. Product Serial Number

NA

>
> 3. Date of Purchase
>
06/26/2006

> 4. Daytime telephone number
>
406.xxx.xxxx

> Please either reply to this message or call our office at 800-756-0608
> option #7. Our office hours are 8am-5pm Pacific time, Monday through
> Friday. Any agent answering the phone will be able to assist you.
>
>
>
> Best Regards,
> Annette Acosta
> Hewlett Packard Company
> Executive Customer Relations
> 3000 Hanover St.
> M/S 1247
> Palo Alto, Ca 94304
> 1-650-857-8270
>

--
Warren

Then again on October 4, 2007 I get the exact same email from Annette and I replied on October 4, 2007:

FYI, I am re-sending this same information to you for the second time.

Forwarding the same email above.

Then on December 6, 2007 the BBB emails me updates to the case. They say:

Hewlett-Packard Executive sent Mr. Sanders two emails asking for more information. Such as a telephone number, make, model, serial number of computer. First email was sent on August 20th 2007 and 2nd email was sent on October 4th 2007. Since customer has yet to respond to either email request. Closing the case.

My response was:

Closing my case is unacceptable!

My two responses in FULL are as below:

and I included with full headers of both emails my responses back to them sparing you redundancy.

This morning December 10, 2007 I got an actual phone call from HP! This gentleman confirmed a little about the case and simply asked if I owned an HP printer to which they would send me a set of color and black ink cartridge for my troubles in place of the $12 bucks I was asking for. He apologized, I accepted and believe... hopefully the case is closed. On December 10, 2007 from the BBB:

Hewlett-Packard Executive Office called Mr. Sanders. Hewlett-Packard offered to send Mr. Sanders two ink cartridges in lieu of sending him a check for $12.08. Mr. Sanders accepted Hewlett-Packard Executive Office offer. Closing the case.

I will say they do have nice printers/plotters and servers but beware of their PC's and good luck ever getting service on it. Hopefully they handle their enterprise market far better. That I have no experience with.