HP Customer Service Rant

[yolosnail]

As I've mentioned a few times, my HP laptop had a faulty screen which was replaced by HP twice and it also had faulty Graphics Memory which required the motherboard to be replaced. As the replacement screen was still faulty I put in a complaint which resulted in me getting escalated to the Customer Relations team, they then escalated me to the Executive Customer Relations Team on 28th November. They said that they would replace the laptop for a brand new unit, an OMEN by HP 15-ce017na with 8GB of RAM, I asked if they would upgrade it to the OMEN by HP 15-ce019na with 16GB RAM (and 120Hz screen) and they agreed. They collected my old laptop on the 21st December and the delivery date for the replacement was the 27th, it's now the 2nd January and I have heard nothing from them. I sent an email on the 19th December asking about the delivery date but no response. I spoke to HP via Live Chat and they said they would get in touch with me within 48 hours but that was last week. I get that this has been over the holidays but this is ridiculous. I have just got off the phone to HP Support and there is no way to contact the Customer Relations team, you just have to wait for them to contact you.

 

I need the laptop for work and this Atom X5-Z8300 (which is way more powerful than I thought) just can't deal with 3D modelling and Graphic Design software

 

I can now add HP to the list of companies which I will never buy from again. I thought with them being a large company they would be good, but as with Dell, maybe they're too big to actually care about customers because losing 1 customer doesn't matter to them

 

Rant over

[manlykeweaver465]

13 minutes ago, yolosnail said:

As I've mentioned a few times, my HP laptop had a faulty screen which was replaced by HP twice and it also had faulty Graphics Memory which required the motherboard to be replaced. As the replacement screen was still faulty I put in a complaint which resulted in me getting escalated to the Customer Relations team, they then escalated me to the Executive Customer Relations Team on 28th November. They said that they would replace the laptop for a brand new unit, an OMEN by HP 15-ce017na with 8GB of RAM, I asked if they would upgrade it to the OMEN by HP 15-ce019na with 16GB RAM (and 120Hz screen) and they agreed. They collected my old laptop on the 21st December and the delivery date for the replacement was the 27th, it's now the 2nd January and I have heard nothing from them. I sent an email on the 19th December asking about the delivery date but no response. I spoke to HP via Live Chat and they said they would get in touch with me within 48 hours but that was last week. I get that this has been over the holidays but this is ridiculous. I have just got off the phone to HP Support and there is no way to contact the Customer Relations team, you just have to wait for them to contact you.

 

I need the laptop for work and this Atom X5-Z8300 (which is way more powerful than I thought) just can't deal with 3D modelling and Graphic Design software

 

I can now add HP to the list of companies which I will never buy from again. I thought with them being a large company they would be good, but as with Dell, maybe they're too big to actually care about customers because losing 1 customer doesn't matter to them

 

Rant over

thats pretty bad, i was going to buy a hp envy 13 but after looking into reviews of the customer service im not so sure now 

[yolosnail]

31 minutes ago, manlykeweaver465 said:

thats pretty bad, i was going to buy a hp envy 13 but after looking into reviews of the customer service im not so sure now 

Don't get me wrong, the products themselves are great. I have had HP laptops for over 10 years now and my Core 2 Duo desktop is still running strong (well, as strong as a dual core can be). The customer service had been great when I've been getting it repaired, its just since I've been escalated to get a replacement that it got bad. But it could just be down to the holidays.

[WkdPaul]

I had horrible experience with HP customer support, last time I had to deal with them I had to threaten them with going to the consumer protection agency to have service under warranty, a few customer reps were actually trying to sell me a replacement instead or accepting an RMA, like SERIOUSLY??

 

BTW the laptop was discontinued when I got it on sale at Walmart, but still, trying to sell me a new one instead of doing an RMA? I'm not kidding and I'm not making this up, wish I still had the final emails that got everything settled, but that was 10 years ago.

Edited January 2, 2018 by wkdpaul

[yolosnail]

2 hours ago, wkdpaul said:

I had horrible experience with HP customer support, last time I had to deal with them I had to threaten them with going to the consumer protection agency to have service under warranty, a few customer reps were actually trying to sell me a replacement instead or accepting an RMA, like SERIOUSLY??

 

BTW the laptop was discontinued when I got it on sale at Walmart, but still, trying to sell me a new one instead of doing an RMA? I'm not kidding and I'm not making this up, wish I still had the final emails that got everything settled, but that was 10 years ago.

My laptop is discontinued also, but they offered me a free replacement for a laptop worth £1200 when I only paid £450 for mine when it was on sale. They said the replacement would go on the spec rather than the price I paid for it, which is just as well, because I would be lucky to get an i3 with integrated graphics for £450 direct from HP, and mine was a i7-6700HQ with 950m