The Hell with HP

  • user warning: Table 'cache' is marked as crashed and should be repaired query: SELECT data, created, headers, expire FROM cache WHERE cid = 'filter:1:6816587f34a7ef27f2bc71e1cd8e4a59' in /home/dowdle/public_html/montanalinux/includes/database.mysql.inc on line 121.
  • user warning: Table 'cache' is marked as crashed and should be repaired query: UPDATE cache SET data = '<p>Last summer I had it with HP support. My first dealings with them proved to be successful back in 2006, but something terrible has happened since. My brother who lives in Oregon needed help with getting his HP PC up and running after it had been infested with \"Internets\". I felt bad that I instructed him to to re-partition his box without checking with him first if he had his OEM cd\'s. Okay... secretly I wanted to get him to use those LiveCD\'s I sent him the year prior; just kidding, but that was what was left for him at that time.</p>\n<p>So I ordered him his OEM CDs next day on a Friday in 2006. Naturally he doesn\'t get them until Monday. All must have been well since; I don\'t recall to be honest. He says he was able to get the box back to where it was without using the CD\'s. A year later he has the same problem but the CD\'s fail on the last CD. I suspect it is damaged, but he cannot continue. I call HP and ask for a new set to replace the defective CD\'s.</p>\n<p>An afternoon in Hell is what I spent on the phone trying to get to the right department. After countless pass-offs and a couple dropped calls, I finally get a native English speaking gal thinking I\'m gonna get this one real soon now. But no she can\'t find my original order of which I had the emails for still. Evidently they decided to just dump all previous orders from an older database without cross-referencing to the new.</p>\n<p>At any rate I was refused because of their inability to produce their own reference and besides that they only warranty the CD\'s for like 90 days. 90 days!? He didn\'t need them by the time he got them. Was he supposed to hose his system by using them anyway just to see if they were in good running condition? That was what I wanted her to rationalize. Plus I wanted leniency for the trouble their call centers put me through all afternoon.</p>\n<p>But no amount of budging was coming from her. I did all I could to refrain from displaying my anger. I did however mention that I would be contacting the Better Business Bureau and using good ol\' fashion grass roots word of mouth and blogging to warn others. I did refrain from blogging until now as my case was still pending. So here is what I sent to the BBB:<br />\n<blockquote>Purchased recovery CDs online 6/27/2006 due to PC problems. Problems resolved without CDs. New problem just a few days ago 7/23/2007. Attempt to use recovery CDs and find one of last CDs is defective. HP says they only have 90 day warranty. I explain there is no way to test without actually using this sort of media. I also experienced various difficulties trying to get to their technical support lines. All from feign language barrier, poor connection causing tin can/twangy voice, dropped line, passing the buck over and over. I expected a little satisfaction due to this horrible experience but they were hard nosed about not bending the rules. So now I have an HP desktop without an operating system. Service not rendered!</p></blockquote>\n<p>HP did prove to be responsive to BBB, but not without playing some games first. August 20, 2007:<br />\n<blockquote>Hello Warren:</p>\n<p>The Executive Office has received your BBB Complaint. We were unable to<br />\nlocate a phone number to contact you. We apologize for the problems you<br />\nexperienced. In order to assist you further, we will need the following<br />\ninformation that was not included in your message:</p>\n<p>1. Product Number</p>\n<p>2. Product Serial Number</p>\n<p>3. Date of Purchase</p>\n<p>4. Daytime telephone number</p>\n<p>Best Regards,<br />\nAnnette Acosta<br />\nHewlett Packard Company<br />\nExecutive Customer Relations<br />\n3000 Hanover St.<br />\nM/S 1247<br />\nPalo Alto, Ca 94304<br />\n1-650-857-8270</p></blockquote>\n<p>I replied August 20, 2007:<br />\n<blockquote>Greetings Annette,</p>\n<p>The information is included in-line. This CD kit has been re-ordered<br />\nagain end of July 2007. I do not have any order number or<br />\nconfirmations except for the charge to my credit card as I did not<br />\nreceive any emails this time. So at this point I am no longer seeking<br />\nreplacement CDs as per my re-order. I would like to be reimbursed<br />\n$12.08 for the purchase of the first kit that was defective.</p>\n<p>On 8/20/07, Acosta, Annette wrote:<br />\n&gt; Hello Warren:<br />\n&gt;<br />\n&gt; The Executive Office has received your BBB Complaint. We were unable to<br />\n&gt; locate a phone number to contact you. We apologize for the problems you<br />\n&gt; experienced. In order to assist you further, we will need the following<br />\n&gt; information that was not included in your message:<br />\n&gt;<br />\n&gt; 1. Product Number</p>\n<p>The product purchased was Part Number - 5069-6299 Recovery CD-ROM -<br />\nPavilion, North America, Home Edition (34NAHEBLU)<br />\nHP Order Number: HPPS-060627-00975</p>\n<p>&gt;<br />\n&gt; 2. Product Serial Number</p>\n<p>NA</p>\n<p>&gt;<br />\n&gt; 3. Date of Purchase<br />\n&gt;<br />\n06/26/2006</p>\n<p>&gt; 4. Daytime telephone number<br />\n&gt;<br />\n406.xxx.xxxx</p>\n<p>&gt; Please either reply to this message or call our office at 800-756-0608<br />\n&gt; option #7. Our office hours are 8am-5pm Pacific time, Monday through<br />\n&gt; Friday. Any agent answering the phone will be able to assist you.<br />\n&gt;<br />\n&gt;<br />\n&gt;<br />\n&gt; Best Regards,<br />\n&gt; Annette Acosta<br />\n&gt; Hewlett Packard Company<br />\n&gt; Executive Customer Relations<br />\n&gt; 3000 Hanover St.<br />\n&gt; M/S 1247<br />\n&gt; Palo Alto, Ca 94304<br />\n&gt; 1-650-857-8270<br />\n&gt;</p>\n<p>--<br />\nWarren</p></blockquote>\n<p>Then again on October 4, 2007 I get the exact same email from Annette and I replied on October 4, 2007:<br />\n<blockquote>FYI, I am re-sending this same information to you for the second time.</p></blockquote>\n<p> Forwarding the same email above.</p>\n<p>Then on December 6, 2007 the BBB emails me updates to the case. They say:<br />\n<blockquote>Hewlett-Packard Executive sent Mr. Sanders two emails asking for more information. Such as a telephone number, make, model, serial number of computer. First email was sent on August 20th 2007 and 2nd email was sent on October 4th 2007. Since customer has yet to respond to either email request. Closing the case.</p></blockquote>\n<p> My response was:<br />\n<blockquote>Closing my case is unacceptable!</p>\n<p>My two responses in FULL are as below:</p></blockquote>\n<p> and I included with full headers of both emails my responses back to them sparing you redundancy.</p>\n<p>This morning December 10, 2007 I got an actual phone call from HP! This gentleman confirmed a little about the case and simply asked if I owned an HP printer to which they would send me a set of color and black ink cartridge for my troubles in place of the $12 bucks I was asking for. He apologized, I accepted and believe... hopefully the case is closed. On December 10, 2007 from the BBB:<br />\n<blockquote>Hewlett-Packard Executive Office called Mr. Sanders. Hewlett-Packard offered to send Mr. Sanders two ink cartridges in lieu of sending him a check for $12.08. Mr. Sanders accepted Hewlett-Packard Executive Office offer. Closing the case.</p></blockquote>\n<p>I will say they do have nice printers/plotters and servers but beware of their PC\'s and good luck ever getting service on it. Hopefully they handle their enterprise market far better. That I have no experience with.</p>\n<br class=\"clear\" />', created = 1410828858, expire = 1410915258, headers = '' WHERE cid = 'filter:1:6816587f34a7ef27f2bc71e1cd8e4a59' in /home/dowdle/public_html/montanalinux/includes/database.mysql.inc on line 121.
  • user warning: Table 'cache' is marked as crashed and should be repaired query: SELECT data, created, headers, expire FROM cache WHERE cid = 'filter:1:57bffe556dddc264ee20c22e6f3171c6' in /home/dowdle/public_html/montanalinux/includes/database.mysql.inc on line 121.
  • user warning: Table 'cache' is marked as crashed and should be repaired query: UPDATE cache SET data = '<p>We have always had HP desktop computers, laptop computers, and printers. I think every HP that we have had has had one issue or another. Our first HP had a bad modem, the laptop had a bad hard drive AND the screen stopped working, and the printers have always used way too much printer ink! They have always taken care of each of the computer related issues however so I guess I can\'t complain too much but it is annoying.</p>\n<br class=\"clear\" />', created = 1410828858, expire = 1410915258, headers = '' WHERE cid = 'filter:1:57bffe556dddc264ee20c22e6f3171c6' in /home/dowdle/public_html/montanalinux/includes/database.mysql.inc on line 121.
  • user warning: Table 'cache' is marked as crashed and should be repaired query: SELECT data, created, headers, expire FROM cache WHERE cid = 'filter:1:8e6e7fccc392bd333ce56013ab5a4afa' in /home/dowdle/public_html/montanalinux/includes/database.mysql.inc on line 121.
  • user warning: Table 'cache' is marked as crashed and should be repaired query: UPDATE cache SET data = '<p>ok, I have had an HP computer for many years and never had a problem with it. Windows XP came preloaded on the computer so i was forced to create recovery disks (8 in total) which now I find out that when the hard drive was replaced the recovery disks do not work and because you can only make one set AND HP no longer carries a replacement set AND the computer is no longer in warranty then basically I am screwed. they gave me two choices, either contact a local \"computer store\" and see if they had a set I could get or buy a new computer. their customer service sucks and they were not even trying to help me. i have found a solution by ordering it elsewhere but what a pain in the butt it has been. hp-never again!</p>\n<br class=\"clear\" />', created = 1410828858, expire = 1410915258, headers = '' WHERE cid = 'filter:1:8e6e7fccc392bd333ce56013ab5a4afa' in /home/dowdle/public_html/montanalinux/includes/database.mysql.inc on line 121.
  • user warning: Table 'cache' is marked as crashed and should be repaired query: SELECT data, created, headers, expire FROM cache WHERE cid = 'filter:1:1c696e0ad71db5cb3030613defb5bb2e' in /home/dowdle/public_html/montanalinux/includes/database.mysql.inc on line 121.
  • user warning: Table 'cache' is marked as crashed and should be repaired query: UPDATE cache SET data = '<p>I\'ve a $17,000 or thereabouts of Procurve networking gear that becomes a paperweight every four days, and they can\'t reproduce the problem. This has been going on for a month now with no resolution, and no updates since 2008/11/20. I\'ve even been able to isolate what is causing the problem, just not the bug because the bug affects the entire authentication system, so once the bug starts to happen, you can\'t login, even on the serial console.</p>\n<br class=\"clear\" />', created = 1410828858, expire = 1410915258, headers = '' WHERE cid = 'filter:1:1c696e0ad71db5cb3030613defb5bb2e' in /home/dowdle/public_html/montanalinux/includes/database.mysql.inc on line 121.
  • user warning: Table 'cache' is marked as crashed and should be repaired query: SELECT data, created, headers, expire FROM cache WHERE cid = 'filter:1:0a7b4bbda09fdca6e637a399b1f791d7' in /home/dowdle/public_html/montanalinux/includes/database.mysql.inc on line 121.
  • user warning: Table 'cache' is marked as crashed and should be repaired query: UPDATE cache SET data = '<p>In late August my husband, against my wishes, went out with my daughter and bought her an HP laptop. She took it to OU with her and within a couple of weeks it quit working. Long story short, she had to get a ride to Parkersburg, WV to the nearest store to give it to them. She got this computer mind you, for college purposes. She has been without her laptop ever since and this is now 11/22. She had to go without one the entire time, finals and everything else. They couldn\'t do it the easy way and just give her another one, no, they had to FIX it. I will let everyone I meet, email, talk to on the phone, encounter at college campuses, etc. etc. etc. for the rest of my life know what Hewlett-Packard did for my daughter and family NOTHING! And we ask, why are all these companies going under??</p>\n<br class=\"clear\" />', created = 1410828858, expire = 1410915258, headers = '' WHERE cid = 'filter:1:0a7b4bbda09fdca6e637a399b1f791d7' in /home/dowdle/public_html/montanalinux/includes/database.mysql.inc on line 121.
  • user warning: Table 'cache' is marked as crashed and should be repaired query: SELECT data, created, headers, expire FROM cache WHERE cid = 'filter:1:346a344edd7932f2414958835a7cca85' in /home/dowdle/public_html/montanalinux/includes/database.mysql.inc on line 121.
  • user warning: Table 'cache' is marked as crashed and should be repaired query: UPDATE cache SET data = '<p>Once my colleague suffered due to the CD/DVD model name change from 300N to 300I (or the otherway). He called the HP support and asked if he can use the downloaded driver for 300I for the 300N model drive. For that they could have said yes. Rather they withhold the information of model change and want to service the PC and charge for it. So, he told me the struggle with the HP support, and I found the model name change, and helped with the correct driver. Based on this experience, when we had to purchase 23PCs (on year 2003), I decided to go with Dell. I saw your story, it shows HP doesn\'t even have a management practice on support and how to take care of grievances. It is a pity, now a days a corporations don\'t know how they loose their business, in their service. Sometime support is handled as a cost center and squeeze money from their clients, rather they could have treated as a marketing, and get more business and profit margin!.</p>\n<br class=\"clear\" />', created = 1410828858, expire = 1410915258, headers = '' WHERE cid = 'filter:1:346a344edd7932f2414958835a7cca85' in /home/dowdle/public_html/montanalinux/includes/database.mysql.inc on line 121.
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Last summer I had it with HP support. My first dealings with them proved to be successful back in 2006, but something terrible has happened since. My brother who lives in Oregon needed help with getting his HP PC up and running after it had been infested with "Internets". I felt bad that I instructed him to to re-partition his box without checking with him first if he had his OEM cd's. Okay... secretly I wanted to get him to use those LiveCD's I sent him the year prior; just kidding, but that was what was left for him at that time.

So I ordered him his OEM CDs next day on a Friday in 2006. Naturally he doesn't get them until Monday. All must have been well since; I don't recall to be honest. He says he was able to get the box back to where it was without using the CD's. A year later he has the same problem but the CD's fail on the last CD. I suspect it is damaged, but he cannot continue. I call HP and ask for a new set to replace the defective CD's.

An afternoon in Hell is what I spent on the phone trying to get to the right department. After countless pass-offs and a couple dropped calls, I finally get a native English speaking gal thinking I'm gonna get this one real soon now. But no she can't find my original order of which I had the emails for still. Evidently they decided to just dump all previous orders from an older database without cross-referencing to the new.

At any rate I was refused because of their inability to produce their own reference and besides that they only warranty the CD's for like 90 days. 90 days!? He didn't need them by the time he got them. Was he supposed to hose his system by using them anyway just to see if they were in good running condition? That was what I wanted her to rationalize. Plus I wanted leniency for the trouble their call centers put me through all afternoon.

But no amount of budging was coming from her. I did all I could to refrain from displaying my anger. I did however mention that I would be contacting the Better Business Bureau and using good ol' fashion grass roots word of mouth and blogging to warn others. I did refrain from blogging until now as my case was still pending. So here is what I sent to the BBB:

Purchased recovery CDs online 6/27/2006 due to PC problems. Problems resolved without CDs. New problem just a few days ago 7/23/2007. Attempt to use recovery CDs and find one of last CDs is defective. HP says they only have 90 day warranty. I explain there is no way to test without actually using this sort of media. I also experienced various difficulties trying to get to their technical support lines. All from feign language barrier, poor connection causing tin can/twangy voice, dropped line, passing the buck over and over. I expected a little satisfaction due to this horrible experience but they were hard nosed about not bending the rules. So now I have an HP desktop without an operating system. Service not rendered!

HP did prove to be responsive to BBB, but not without playing some games first. August 20, 2007:

Hello Warren:

The Executive Office has received your BBB Complaint. We were unable to
locate a phone number to contact you. We apologize for the problems you
experienced. In order to assist you further, we will need the following
information that was not included in your message:

1. Product Number

2. Product Serial Number

3. Date of Purchase

4. Daytime telephone number

Best Regards,
Annette Acosta
Hewlett Packard Company
Executive Customer Relations
3000 Hanover St.
M/S 1247
Palo Alto, Ca 94304
1-650-857-8270

I replied August 20, 2007:

Greetings Annette,

The information is included in-line. This CD kit has been re-ordered
again end of July 2007. I do not have any order number or
confirmations except for the charge to my credit card as I did not
receive any emails this time. So at this point I am no longer seeking
replacement CDs as per my re-order. I would like to be reimbursed
$12.08 for the purchase of the first kit that was defective.

On 8/20/07, Acosta, Annette wrote:
> Hello Warren:
>
> The Executive Office has received your BBB Complaint. We were unable to
> locate a phone number to contact you. We apologize for the problems you
> experienced. In order to assist you further, we will need the following
> information that was not included in your message:
>
> 1. Product Number

The product purchased was Part Number - 5069-6299 Recovery CD-ROM -
Pavilion, North America, Home Edition (34NAHEBLU)
HP Order Number: HPPS-060627-00975

>
> 2. Product Serial Number

NA

>
> 3. Date of Purchase
>
06/26/2006

> 4. Daytime telephone number
>
406.xxx.xxxx

> Please either reply to this message or call our office at 800-756-0608
> option #7. Our office hours are 8am-5pm Pacific time, Monday through
> Friday. Any agent answering the phone will be able to assist you.
>
>
>
> Best Regards,
> Annette Acosta
> Hewlett Packard Company
> Executive Customer Relations
> 3000 Hanover St.
> M/S 1247
> Palo Alto, Ca 94304
> 1-650-857-8270
>

--
Warren

Then again on October 4, 2007 I get the exact same email from Annette and I replied on October 4, 2007:

FYI, I am re-sending this same information to you for the second time.

Forwarding the same email above.

Then on December 6, 2007 the BBB emails me updates to the case. They say:

Hewlett-Packard Executive sent Mr. Sanders two emails asking for more information. Such as a telephone number, make, model, serial number of computer. First email was sent on August 20th 2007 and 2nd email was sent on October 4th 2007. Since customer has yet to respond to either email request. Closing the case.

My response was:

Closing my case is unacceptable!

My two responses in FULL are as below:

and I included with full headers of both emails my responses back to them sparing you redundancy.

This morning December 10, 2007 I got an actual phone call from HP! This gentleman confirmed a little about the case and simply asked if I owned an HP printer to which they would send me a set of color and black ink cartridge for my troubles in place of the $12 bucks I was asking for. He apologized, I accepted and believe... hopefully the case is closed. On December 10, 2007 from the BBB:

Hewlett-Packard Executive Office called Mr. Sanders. Hewlett-Packard offered to send Mr. Sanders two ink cartridges in lieu of sending him a check for $12.08. Mr. Sanders accepted Hewlett-Packard Executive Office offer. Closing the case.

I will say they do have nice printers/plotters and servers but beware of their PC's and good luck ever getting service on it. Hopefully they handle their enterprise market far better. That I have no experience with.


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We have always had HP

We have always had HP desktop computers, laptop computers, and printers. I think every HP that we have had has had one issue or another. Our first HP had a bad modem, the laptop had a bad hard drive AND the screen stopped working, and the printers have always used way too much printer ink! They have always taken care of each of the computer related issues however so I guess I can't complain too much but it is annoying.


HP Sucks!

ok, I have had an HP computer for many years and never had a problem with it. Windows XP came preloaded on the computer so i was forced to create recovery disks (8 in total) which now I find out that when the hard drive was replaced the recovery disks do not work and because you can only make one set AND HP no longer carries a replacement set AND the computer is no longer in warranty then basically I am screwed. they gave me two choices, either contact a local "computer store" and see if they had a set I could get or buy a new computer. their customer service sucks and they were not even trying to help me. i have found a solution by ordering it elsewhere but what a pain in the butt it has been. hp-never again!


HP Procurve

I've a $17,000 or thereabouts of Procurve networking gear that becomes a paperweight every four days, and they can't reproduce the problem. This has been going on for a month now with no resolution, and no updates since 2008/11/20. I've even been able to isolate what is causing the problem, just not the bug because the bug affects the entire authentication system, so once the bug starts to happen, you can't login, even on the serial console.


The Computer From Hell/HP

In late August my husband, against my wishes, went out with my daughter and bought her an HP laptop. She took it to OU with her and within a couple of weeks it quit working. Long story short, she had to get a ride to Parkersburg, WV to the nearest store to give it to them. She got this computer mind you, for college purposes. She has been without her laptop ever since and this is now 11/22. She had to go without one the entire time, finals and everything else. They couldn't do it the easy way and just give her another one, no, they had to FIX it. I will let everyone I meet, email, talk to on the phone, encounter at college campuses, etc. etc. etc. for the rest of my life know what Hewlett-Packard did for my daughter and family NOTHING! And we ask, why are all these companies going under??


if you are a home user PC, the go with Dell or Acer!

Once my colleague suffered due to the CD/DVD model name change from 300N to 300I (or the otherway). He called the HP support and asked if he can use the downloaded driver for 300I for the 300N model drive. For that they could have said yes. Rather they withhold the information of model change and want to service the PC and charge for it. So, he told me the struggle with the HP support, and I found the model name change, and helped with the correct driver. Based on this experience, when we had to purchase 23PCs (on year 2003), I decided to go with Dell. I saw your story, it shows HP doesn't even have a management practice on support and how to take care of grievances. It is a pity, now a days a corporations don't know how they loose their business, in their service. Sometime support is handled as a cost center and squeeze money from their clients, rather they could have treated as a marketing, and get more business and profit margin!.


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Select your preferred way to display the comments and click "Save settings" to activate your changes.