Let me start by stating I have purchased HP products for more than a decade. My last purchase was a laptop and a contract to extend the warranty on my HP printer. Last week I had an issue with my printer, and it was taken care of by HP, but I was told there was no extended warranty on it and that HP had no record of me purchasing it. I had to go back over 18 months to find the email that showed the purchase and that it was paid for. When I provided the information, I was told they found that the contract was applied to a laptop I have not used in years, and they admitted it was HP's fault. I asked if I could have the paid contract attached to the printer as it should have been done 18 months ago but HP told me no. HP further stated I could not transfer the paid in full extended warranty because I let the old contract lapse. I explained that the contract would not have lapsed if HP applied it to the correct item. HP did not care, would do nothing, stated because of the lapse the printer was too old at this point.I asked to be put through to the Executive Customer Relations and spoke to JD. JD stated the printer at this point was out of warranty due to the coverage lapsing and according to HP policy they would not cover the printer even though I had paid for the coverage. Then JD stated in a proud voice HP will refund your money. No kidding, I paid for something that was never delivered by HP. JD stated she would get back to me by the following Tuesday. JD never got back to me, and on Thursday 2 days later, I sent a follow up email and you guessed it, no reply. Friday, I sent an email to the Customer Executive Relations telling them how disappointed I was and again, no reply. When I called HP Corp Office about the poor service, all of a sudden JD wanted to talk to me. JD stated she was out due to illness, had no way to reach me, her team or anyone at HP because HP does not allow employees to take home their computers or business phones. Prior to speaking to JD, I spoke to Brian from the same office, and he stated JD never got back to me because she had not received information regarding the refund. When I spoke to JD, she stated she did receive the information and I will receive a refund check in 2-3 weeks. Great customer service for a customer is very upset with HP. When JD spoke to me the first time, she stated due to all the mistakes by HP and to apologize for their mistakes I would also be getting a coupon to use on future HP products, their way of saying they were sorry. Coupon was never mentioned again in our latest conversations.In my opinion, with so many different computers, laptops and printers out there, look at other companies' products. Once again, it's my opinion that HP puts out their products at a low price to make a sale and then gives poor customer service all the way up to the Corporate Office.
Blogs & Forums
Forums
Blogs
