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HP horrible customer service #4555477
10/26/17 05:43 PM
10/26/17 05:43 PM
Joined: Jun 2003
Posts: 33,555
ME
eljefino Offline OP
eljefino  Offline OP
Joined: Jun 2003
Posts: 33,555
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.

Hp.com 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

Re: HP horrible customer service [Re: eljefino] #4555484
10/26/17 05:47 PM
10/26/17 05:47 PM
Joined: Mar 2013
Posts: 5,027
The Midwest
skyactiv Offline
skyactiv  Offline
Joined: Mar 2013
Posts: 5,027
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
Wanted: 2019 Ford Ranger
Re: HP horrible customer service [Re: eljefino] #4555494
10/26/17 05:55 PM
10/26/17 05:55 PM
Joined: Oct 2009
Posts: 3,507
Wet side WA
JohnnyJohnson Offline
JohnnyJohnson  Offline
Joined: Oct 2009
Posts: 3,507
Wet side WA
That's what happens when you outsource your customer service to a second world nation.


2004 Corolla 126649
Out: VML 5w-30 TG4967 OCI 5007 Miles
In: EDGE EP 5W-30 Bosch 3311 122537 7-18-18
2006 Duramax 74478
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Re: HP horrible customer service [Re: eljefino] #4555510
10/26/17 06:02 PM
10/26/17 06:02 PM
Joined: Oct 2005
Posts: 7,094
Colorado
Kuato Offline
Kuato  Offline
Joined: Oct 2005
Posts: 7,094
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
Re: HP horrible customer service [Re: Kuato] #4555515
10/26/17 06:11 PM
10/26/17 06:11 PM
Joined: Jun 2004
Posts: 2,470
St. Louis
MONKEYMAN Offline
MONKEYMAN  Offline
Joined: Jun 2004
Posts: 2,470
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
Re: HP horrible customer service [Re: eljefino] #4555532
10/26/17 06:24 PM
10/26/17 06:24 PM
Joined: Aug 2015
Posts: 889
CA, USA
paulri Offline
paulri  Offline
Joined: Aug 2015
Posts: 889
CA, USA
Try the bottom right corner of this page (http://store.hp.com/) 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.

Last edited by paulri; 10/26/17 06:27 PM.

2005 Toyota Sienna LE; 156,000 miles
1998 Honda Civic DX; 202,000 miles
Re: HP horrible customer service [Re: eljefino] #4555546
10/26/17 06:40 PM
10/26/17 06:40 PM
Joined: Aug 2002
Posts: 14,556
Silicon Valley
PandaBear Offline
PandaBear  Offline
Joined: Aug 2002
Posts: 14,556
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
Re: HP horrible customer service [Re: eljefino] #4555677
10/26/17 08:44 PM
10/26/17 08:44 PM
Joined: Dec 2002
Posts: 42,293
New Jersey
JHZR2 Offline
JHZR2  Offline
Joined: Dec 2002
Posts: 42,293
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.

Re: HP horrible customer service [Re: eljefino] #4555788
10/26/17 10:32 PM
10/26/17 10:32 PM
Joined: Oct 2004
Posts: 3,183
Midwest, Illinois
beanoil Offline
beanoil  Offline
Joined: Oct 2004
Posts: 3,183
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.
Re: HP horrible customer service [Re: eljefino] #4555809
10/26/17 11:15 PM
10/26/17 11:15 PM
Joined: May 2013
Posts: 2,160
Saskatchewan, Canada
Johnny2Bad Offline
Johnny2Bad  Offline
Joined: May 2013
Posts: 2,160
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
'90 Miata 1.8L w/Rotrex Supercharger [Mobil1 0W-40]
'96 Ram 1500 [3.7L Mobil1 0W-20 / 1L 15W-50]
'01 PT Cruiser [Mobil1 0W-40]
Re: HP horrible customer service [Re: eljefino] #4555810
10/26/17 11:18 PM
10/26/17 11:18 PM
Joined: Nov 2008
Posts: 9,277
Phoenix
dishdude Offline
dishdude  Offline
Joined: Nov 2008
Posts: 9,277
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.


2018 Challenger SRT 392 PUP 0w-40 Wix 57899XP
2018 GTI
Re: HP horrible customer service [Re: eljefino] #4555897
10/27/17 04:47 AM
10/27/17 04:47 AM
Joined: Aug 2008
Posts: 21,194
ON, Canada eh?
StevieC Offline
StevieC  Offline
Joined: Aug 2008
Posts: 21,194
ON, Canada eh?
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

Last edited by StevieC; 10/27/17 04:48 AM.

'18 Dodge Grand Caravan GT - AMSOIL SS 5w20
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Re: HP horrible customer service [Re: eljefino] #4557465
10/28/17 04:08 PM
10/28/17 04:08 PM
Joined: Jun 2003
Posts: 33,555
ME
eljefino Offline OP
eljefino  Offline OP
Joined: Jun 2003
Posts: 33,555
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

Re: HP horrible customer service [Re: eljefino] #4557516
10/28/17 05:00 PM
10/28/17 05:00 PM
Joined: Jun 2003
Posts: 33,555
ME
eljefino Offline OP
eljefino  Offline OP
Joined: Jun 2003
Posts: 33,555
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

Re: HP horrible customer service [Re: eljefino] #4557868
10/28/17 09:33 PM
10/28/17 09:33 PM
Joined: Nov 2008
Posts: 9,277
Phoenix
dishdude Offline
dishdude  Offline
Joined: Nov 2008
Posts: 9,277
Phoenix
Well at least you got a resolution!


2018 Challenger SRT 392 PUP 0w-40 Wix 57899XP
2018 GTI
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