The first photo you see is a screen cap from a computer we bought from HP. For us it is a huge deal. The computer we have is old and shuts down often every five minutes or so making running my business small business and trying to expand it very difficult. So we saved and found the perfect computer. It had all the things I need and a few others like a HDMI port which we really wanted as well. So when our computer showed up it did not have the HDMI port or a 6 card reader but a 3 card.
We thought oh well that sucks but we will call them. Surely after putting almost $600.00 into a computer getting this straightened out won't be to hard. The hell it won't First we waited on hold forever then we finally got a guy who kept telling us that our computer did not come with these things. We explained if he looked on the HP website at what it says the computer we ordered came with he would see they had made the error not us. Some how that was not working. He finally agreed to give us a port if we shipped it back and then they would send another computer after they made it. I said that would maybe work but I wanted expedited shipping tossed in as I lose money everyday I cannot do much online for my small business and this was all there mistake. He said he could not give me things for free I would have to talk to returns. This was about a hour and 15 minutes in of talking to someone who I could only make out about every 3rd word he said and who seemed to have no understanding of my speech as well. I said fine kick me over to returns then.
So the first lady I spoke to in returns then told us again our computer came with none of this stuff and she could do nothing either. We would have to go back to the customer service guy and get a ticket number. I said no give me a manager of some kind as it had been about another 45 minutes. She informed me no manager was available then so she would send me to resolutions.
Resolutions proved to be somewhat useful. At this point I had to hand it back of to my husband he is sick and takes some serious medications for high blood pressure so with him having a cold I wanted to make him some lunch to keep him on his schedule of pills. No one in their right mind would of expected 2hrs later to still be on the phone.
This lady finally brought up the page and the husband got her to see yes indeed you owe us some improvements. When I got back on the phone she told me that first they thought it would just be easiest to charge me almost $600.00 again then release my first purchase funds in 3-5 business days. I told her there was no way a company as lacking in basic business skills was doing any such a thing. Then she said it would be OK they could just charge us $40.00 and some change more and that they would refund that when they ship the new computer. I said no you guys will have to work that out on your own. I do not feel comfortable with being put over a barrel to get you to repair something you sent out wrong. Well she sent me on to another supervisor who said yes that apparently the only way HP can repair your item even if they screw it up and send you a bad item is to charge you then refund it. So in desperate need of a new computer I agreed with one stipulation. I wanted a letter sent to my email stating that I would get that additional $40.00 refunded upon shipment of the new computer. She said she would and we got it all worked out. At this point we were in for about 3hrs.
Then I took a break and had lunch. Then I checked the email and realized nothing ever came. So I thought OK this is not to bad surely I can just call back and make sure they have the right email. Nope that was wrong as well. First I talked to a man named John. He said he could fix it and send me all the emails I was missing. According to them I had given them a messed up email. I doubt that but OK maybe I did lets just get it fixed. So one message came from John just a FedEx will pick up the other computer letter no actual letter about the $40.00. So I called back and talked to a woman named Princess for 35 minutes who told me she could not send me anything but gave me her firm assurance I would get reimbursed. At this point I demanded a supervisor. She sent me a email after about 45 minutes. So all in all I am out a new computer for about 2 more weeks. I had to spend 5hrs ball park talking to people who were supposed to be manning a customer service line that had no clue what I was saying, I could not understand anything they said unless I sat in complete silence and from that all I could gather was they did not grasp basic customer service. Oh and had to pay $40.00 more dollars I am supposedly going to to get back. No one should have to pay more and spend 5 hours on the phone to get what they ordered. Oh and never not once was I offered a discount of any kind for the massive day long project of dealing with them. Frankly I feel like I had to work for them and do their job for the day so really I should of been paid.
This company is a total nightmare I have no confidence what does show up will be the proper computer and not once in the entire time I worked with them did I feel at all like my being a customer was appreciated. My advice is avoid this blight on the computer industry at all cost. Down below is the only proper thing they sent the new monitor. I included a photo of it was a gift my friend Barbara sent me. I think it represents my view of them nicely. I took a photo of it with my shop on the page because I wanted to show how they like to screw people over and in this case my little company. Get bent HP you will never get my business again.
