Hewlett Packard (Shop) > Reviews > THE WORST CUSTOMER SERVICE AWARD GOES TO HP

Author's product rating:   

How well informed were the staff?	Badly
How efficient was the service?	Very slow

Advantages:	It would have been a nice laptop if it worked or replaced without delay
Disadvantages:	HP staff were incompetent and rude

Recommend to potential buyers:

no

Full review

I ordered my laptop tx1020ea from HP Store at the end of July and received it shortly after at the begining of August. So far so good.

The laptop that arrived had a test user registered on it and various files that automatically ran to test things like if the fans worked etc. One of the test files caused the laptop to reboot after 60 second making the laptop practically useless.

I rang HP store who passes me on to their Technical people in India where I spoke to a Jack and Daniel (and I'm not kidding) whom had difficulty communicating. They tried to get me to restore the Laptop using the hidden restore facility on the drive but that was missing. They had to order a recovery disc. These come from a separate company in Budapest and were currently out of stock. The wait was 7-10 business days which is not acceptable in my opinion. I asked to return the laptop and Jack/Daniel said they couldn't authorise that. I had to ask who could and they said I would received a call back from a person who could authorise this within 8 business hours. I got a return call but from a person who handles complaints about the technical service.

He said that they could not authorise the return I would have to go back to HP store, they were separate from HP Store, I would have to ring them directly. He had the cheek to say "Thank you for choosing HP"

So I did at 1 o'clock, I got a rather stroppy sounding scotsman called Osmond. I told my story as above to the brick wall and was told I would have to go to technical. I've been there like i just said and i was interrupted, "well have you got a number",
yes 1-0-7.., and interrupted again, "someone will ring you later".

I rang back at 4.30 got a different person who would not help didn't even take my details just said some one will ring before 5.30.

The day after I got Jerry. Jerry informed me that there were notes on the system about returning the laptop for a replacement (meaning Osmond is incompetent) but he could do that for me but I would have to wait till friday for a call from someone in logistics to arrange the return and replacement (i.e. 4 days!!!!)

Friday 4pm still no phone call, I had to ring back in and was told this was scheduled for monday 20th august (today).

The restore disc arrived they day after but still after restoring the laptop it still rebooted every 60 seconds and it reported the hard drive as being 24GB not 120GB

The courier has been to collect the laptop BUT NO REPLACEMENT!!!!

So again I have rung, Jerry is no longer on that team and had failed to mention that they were out of stock of this laptop till i think they said 9th September.

I AM SO MAD AT THE SHEER INCOMPETENCE OF HP TO PROVIDE EVEN A BASIC LEVEL OF SERVICE. MAKING THE PC PERSONAL AGAIN IS THEIR GOAL. I AM CERTAINLY TAKING IT PERSONAL BUT TAKING MY MONEY ELSEWHERE!

(I TRIED TO PUT ZERO OUT OF 5 STARS UNFORTUNATELY I CANT)