You know what I hate about customer service and tech suport for the new HP IPAQ 2755 Pocket Computer I bought?
It’s not that I can’t get the wireless HP Foldable Wireless Bluetooth Keyboard to work. Or that nobody there has the faintest clue how to get the defective HP keyboard to work. Or that they have already had to replace the screen on the HP IPAQ 2755 Pocket Computer, which seems to be a lemon. Or that I have had to call customer service no less than 10 times in the few weeks I own the damn thing.
It’s that today, the tech support guy kept calling me “Sir.”
UPDATE: This is incredible. HP has now determined that the wireless, foldable keyboard is defective and they are going to replace it. “So,” I ask, “when I get the new one how do I send the old one back?” And you know what they said? “Good news,” the tech support guy said. “You don’t need to return it. It is disposable.” Talk about industrial waste. Not to mention the fact that I paid $129.99 for this defective HP Foldable Bluetooth Keyboard.
customer_service, HewlettPackard, HP
Why I Hate HP Customer Service and Tech Support. It’s Not Why You Think
BL Ochman | August 15, 2005 | Permanent Link | Comments (6) | TrackBack (
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His response was stupid, and not well-coached.
He’d have been better off saying “Ma’am, don’t worry about sending it back. You’re a valued customer and we don’t want to put you to any more effort than you’ve already put forth.”
Instead, by saying “it’s disposable,” he’s just reinforcing how overcharged you really were.
Ugh.
I wonder whether it’s even safe to dispose of that product in a landfill. Companies like HP should be responsible for helping their consumers appropriately dispose of or recycle their products, instead of acting like they’re doing you a favor by selling you a $129 “disposable” keyboard.
First of all, I bought photosmart 8250. But apparently the software is wrong. It messes up your computer. Then I tried seeking help online.
HP online technical support is a joke–it’s so true. They’ll answer you if the question is easy. If it’s hard, they’ll simply disconnect you and pretend as if you got disconnected by the system. Then they’ll email you saying some nonsense. Let’s sue HP.
Seems like some of you folks don’t understand a lick about business.
First off, you assume that $129 is the total cost/price for the plastic and electronics inside the machine. Do you guys understand how technology works?
For a company to design a technology, it can cost millions of dollars. Then the testing. Then the compatibility issues. Then some support costs are factored in. Then, during production, any company tries to make the item as inexpensively as possible while hitting minimum functional targets. The resulting cost is a price point that funds the R & D and provides the manufacturer with a reasonable ROI over an assumed product life.
Yet you guys seem to bitch that you were overcharged. Are you overcharged at the store for an apple when you can grow the thing for free in your backyard? No, because you are paying for all the costs it took to bring that apple to your convenient store, not just the cost of the “apple”. Got it yet?
As far as the disposal piece, awww, guess it rubs the Greens the wrong way to actually throw something away. OMG, the Environment! Ever think about the waste of packaging materials, fuel, electicity etc to shuttle that defective item back somewhere to have it processed?
HP is one of the most enviromentally conscious companies out there. And no, I don’t work for their marketing department!
You folks need to get a clue. Having to call 10 times to get a keyboard replaced? I am with you, that is unacceptable. But the rest of the comments, give me a break.
Run far, far away from HP if you value your time…sir;-)
lol
HP has some serious issues with loyalty to their customers… however, they employ HILL AND KNOWLTON for damage control – a real poser company with no actual purpose. BEWARE OF HP! they are sneaky and dishonest and H&K is the worst of the bunch…
Several years ago i bought a dell dimension 8000. Hard drive failure in about a month. dell sent a support tech to my home , but he had a bad hard drive. Left I spent countesless hour on the phone to Dell support . withno results. I bought a dimension 8200 same problem hard drive failure. i call dell every night for weeks with no results. I then bought a Dell dimension 8300 mother board failure in about a month. Endless hous on the phone to no avail. I the bought a sony still works 10 years later