Arianna O'Dell

Guess what? My netbook is STILL broken. This is my third and final post about the terrible customer service I have experienced with HP.

Post #1 – Hp Stands for Horrible Products

Post #2 – Just Send Me a Replacement HP

I have spent hours going back and forth with their customer service department. I have contacted HP through Twitter, email, and phone, only receive a big headache, unnecessary stress, and refusal to send me a replacement. Will I ever get reimbursed for my time or get back those wasted hours of my life? No. On top of that, they won’t even send me a replacement.

Over this entire ordeal, I even had a “customer service representative” tell me that “HP doesn’t do customer service – only technical support” Those were their exact words. What?! How do you expect to build and maintain a sustainable brand and company without customer service? In this day and age …..you know what? It isn’t even worth my time to finish this post. I’m done wasting my time on them. Never again will I buy one of their products.

To summarize all of the hatred in my head right now - they suck.

I typically don’t raise my voice. I rarely get upset. It truly takes a lot to make me angry. Within five minutes on a call to HP I find myself raising my voice, upset, and very angry.

As I posted earlier, I had been having trouble with my netbook. This was almost 3 weeks ago. Has my problem been solved yet? NO.

There is a simple soluction for this problem: just send me a replacement!

Netbooks are relatively inexpensive and sending me a working unit would not ultimately hurt HP’s bottom line. What IS hurting their bottom line is the amount of stress, frustration, and anger they have caused me. My computer is still under “warranty” for God’s sake. They act as if I am trying to scam them. I just want a working unit – can’t you exect that upon purchase?

My friends have all heard about the terrible experience I have had, my Twitter/Facebook networks, and even my mother. The response I get from everyone after sharing is : “oh I am definetly not going to purchase an HP now”  – as if they might have considered it before.

As an early adopter to technology – I often help non-techy friends when choosing what to purchase. Will I ever recommend that they purchase an HP? No. For the next 80ish years of my life,  I will now tell everyone who asks my opinion to NOT purchase an HP. Could they have solved this issue in a day. YES. I do not understand. Customer service is not rocket science. Not sending me a replacement is ultimately hurting them even more.

During the development of this issue, I had three different people asking me for my telephone number, address, and best time to call. The whole process has been very uncoordinated and frustrating.

I have already lost two weeks of productivity because of this issue. Getting off the phone a half an hour ago, the only solution they offered me was to take my netbook in for repair – thus disconnecting me from the Internet for an even longer period of time.  I have no access to my music, files, or programs – but at the very least could get onto an Internet browser.  I have reiterated my situation at least five different times to them already. Now, I have to wait around until 2:00pm for someone higher up (to authorize a replacement) to call me back. Right now, I have a business in the works, emails to answer, and research to be done. HP obviously does not value my time.

I purchased this netbook EXCLUSIVELY for the trip that I am on. Talk about a big FAIL on my part for choosing HP.