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#4555477 - 10/26/17 06:43 PM HP horrible customer service
eljefino Offline

Registered: 06/15/03
Posts: 32235
Loc: ME
So I have an HP monitor, bought late January 2017 from Best buy. Got a line through the display. HP has a "warranty verifier" website were I entered the serial number, and they indicate I have "one month remaining" (Dispute available.) I have not quite hit the 9th month anniversary of this monitor. Oh well, anyway.

Website directs me to Staples as an authorized repair center "Category: Monitors". Drag the thing to staples, they say, no way. Oddly, best buys aren't listed.

My email receipt from best buy has links to "customer service" that have since expired. has a "contact us" field that enters an endless loop. Instead of sending them an email message it just searches their database. My complaint about Staples falls on deaf ears.

Best Buy directs me to 800-752-0900, a number which drops me to a dial tone before I get through to a live operator.

If you're considering computer supplies, consider... not HP. mad

#4555484 - 10/26/17 06:47 PM Re: HP horrible customer service [Re: eljefino]
skyactiv Offline

Registered: 03/02/13
Posts: 4044
Loc: The Midwest
Try a different web browser and don't have any blockers turned on. You never know.
Wife: 15' Audi A4 quattro 6 speed manual
Me: 13' VW GTI 3 door 6 speed manual

#4555494 - 10/26/17 06:55 PM Re: HP horrible customer service [Re: eljefino]
JohnnyJohnson Offline

Registered: 10/22/09
Posts: 2149
Loc: Wet side WA
That's what happens when you outsource your customer service to a second world nation.
2004 Toyota Corolla 118803
Out: QSUD 5W-30 Purolator One 5030 mile OIC
In: Valvoline ML 5w-30 Fram TG4967 117530
2006 Duramax 73712

#4555510 - 10/26/17 07:02 PM Re: HP horrible customer service [Re: eljefino]
Kuato Offline

Registered: 10/23/05
Posts: 7094
Loc: Colorado
Yep, ditched them almost 2 years ago. Once you go mac, you'll never go back.
Thick vs Thin test: 15k / 43k miles complete

#4555515 - 10/26/17 07:11 PM Re: HP horrible customer service [Re: Kuato]

Registered: 06/24/04
Posts: 2102
Loc: St. Louis
Originally Posted By: Kuato
Yep, ditched them almost 2 years ago. Once you go mac, you'll never go back.

Once you go Dell, you go straight to...Mac. grin

Customer service is hit and miss these days. Sign of the times and can be frustrating.
Truth alone triumphs, not untruth.

2017 Elantra SE

#4555532 - 10/26/17 07:24 PM Re: HP horrible customer service [Re: eljefino]
paulri Offline

Registered: 08/14/15
Posts: 695
Loc: CA, USA
Try the bottom right corner of this page ( where it says "Need Help? Contact us now." You can set up chat or have them call you. I'd try chat---seems more immediate.

You didn't say what methods you tried to communicate with HP apart from an attempt at an email. I'd try chatting if nothing else, and seeing what can be done.

I know that they will communicate with their customers. In Jan 2016 I bought a laptop that I eventually returned, and they told me exactly what to do over the phone, and eventually returned all my money to my cc. I looked in my emails but didn't see a phone number to give you, but I know I was able to call them on the phone. Anyways, try chat and if that won't work, try asking them to call you.

Edited by paulri (10/26/17 07:27 PM)
2005 Toyota Sienna LE; 148,000 miles
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#4555546 - 10/26/17 07:40 PM Re: HP horrible customer service [Re: eljefino]
PandaBear Offline

Registered: 08/05/02
Posts: 14108
Loc: Silicon Valley
HP has been very dead for a long time. Call and call the number from their website, escalate to higher and higher level until they find out what is going on. My guess is they discontinued one contract with another company but didn't notify the CS department.

If you are "lucky" you may get another new monitor because they don't fix them anymore.
"You keep asking questions PandaBear and you'll end up a vegetarian like my wife" - Camu Mahubah

#4555677 - 10/26/17 09:44 PM Re: HP horrible customer service [Re: eljefino]
JHZR2 Offline

Registered: 12/14/02
Posts: 41230
Loc: New Jersey
Ive got a viewsonic at work and a Samsung at home. Both ultra-res 27" screens that I bought for myself. Have a look at both brands if youre going to replace.

At work we would have gotten an HP screen. Bleh. But we also have HP laptops, which I have to say Ive been rather impressed with - the last one and this one (before we had dell).

Not as good as a mac, but it works for windoze.

#4555788 - 10/26/17 11:32 PM Re: HP horrible customer service [Re: eljefino]
beanoil Offline

Registered: 10/17/04
Posts: 2847
Loc: Midwest, Illinois
HP at work became known as Heck (to) Pay.
Monitors are cheap, you are worth more than the time you have invested to get it taken care of.
You can get a 19" TV that will support computer input for 59 bucks. Dedicated monitors aren't much more.
beanoil: Tough under heat, real dirty afterwards.

#4555809 - 10/27/17 12:15 AM Re: HP horrible customer service [Re: eljefino]
Johnny2Bad Offline

Registered: 05/20/13
Posts: 1607
Loc: Saskatchewan, Canada
HP has always had the computer world's worst support and documentation.

They make good products (laptops and desktops excepted) but the support, if you need it, is and always has been a nightmare.

Their support website is a textbook example of how not to create a support website. Support staff are trained in that ecosystem, so they are as useless as anything else HP support is.

They just make too much stuff for too many markets, and can't figure out how to simplify without shrinking the company, so they are in a kind of paralysis, just continuing to do the same things over and over again. In fact their usual response to changing trends in computing is to buy another company in another area and start making even more stuff.

There is way too much inertia at HP.
'57 FL Straight 50 wt
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#4555810 - 10/27/17 12:18 AM Re: HP horrible customer service [Re: eljefino]
dishdude Offline

Registered: 11/14/08
Posts: 8407
Loc: Phoenix
Dell does a great job for support, type the service tag in and you get drivers for the machine and it goes back 20 years.

For stuff like this, buy at Costco. Free second year warranty, anything goes wrong you work with Costco.
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#4555897 - 10/27/17 05:47 AM Re: HP horrible customer service [Re: eljefino]
StevieC Offline

Registered: 08/21/08
Posts: 17116
Loc: Ontario, Canada
I've never had luck with anything HP (Except the really old stuff) or their customer service so I steer clear of this brand. A friend of ours bought an entry level HP Laptop recently against my advice and the thing has been lemon since they got it. HP has been really difficult to deal with for warranty claims pertaining to this laptop. frown

Edited by StevieC (10/27/17 05:48 AM)
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#4557465 - 10/28/17 05:08 PM Re: HP horrible customer service [Re: eljefino]
eljefino Offline

Registered: 06/15/03
Posts: 32235
Loc: ME
Update, I took this brick down to Best Buy in person to the returns desk and they said, sure, we'll make you an appointment later today with Geek Squad, y'all come back, ok?

I come back, geek squad says I can't return it b/c I didn't get the extended warranty. I say I want to return it under the regular warranty and aren't they an authorized retailer? (No!)

I will note that half the boxes cluttered behind the geek desk are HP products.

Guy checks with his manager and says they really aren't, and I should take it to Staples. I take it to a different Staples than the one I struck out at yesterday and they can't help me either. mad

#4557516 - 10/28/17 06:00 PM Re: HP horrible customer service [Re: eljefino]
eljefino Offline

Registered: 06/15/03
Posts: 32235
Loc: ME
Update, I visited their website with a Windows computer (not ubuntu) and was able to start a chat with a gentleman from another continent. My refurb monitor is slated to arrive in a month, after which I have 15 days to return the crummy one or get charged.

So I get to stare at this hair across my vision for the next month. I'll be used to it by the time I'm done with it. smirk

#4557868 - 10/28/17 10:33 PM Re: HP horrible customer service [Re: eljefino]
dishdude Offline

Registered: 11/14/08
Posts: 8407
Loc: Phoenix
Well at least you got a resolution!
2015 Grand Cherokee 3.6 - M1 5w-30 Wix 10010
2017 124 Spider 1.4T - PP Euro 5w-40 Wix 57341

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