The Value of Support

For more than 2 decades I have been a loyal user of HP products. But recently, I discovered they have lowered their customer support and customer service level, into the negative numbers. Let me tell you a little story about the LAPTOP and the ORDER......

On November 1, 2020, I needed a new laptop to replace the current HP laptop I have and of course, I went to the HP website and found one that was close, and customized it to meet my needs. The estimated ship date was November 20 and the delivery date was November 26. I thought about those dates long and hard because I could have gotten a DELL, equal to that HP, for a tad bit less than the HP and a whole lot faster.

I called and chatted and called and chatted many times with "support" and "sales" to no avail. They had my money already so they had the power, they held the key; all I could do was cancel the order and wait several weeks to receive my refund then start this entire process over with DELL.

On the last CHAT session, Loreen talked me into waiting and "she would look into the issue" and "she would watch out for the order", the issue being the fact no action (build, QA, ship) had been entered on the order since November 4, and all that stated was "GATHERING COMPONENTS" So, they have been gathering the components to assemble my laptop for 20+ days. Where in the hell are these components located?

Well, I told Loreen I would wait and a day later I received a new ship-date (no longer 11/20 with an 11/26 delivery date), it is now shipping on 12/4 and delivery is 12/10. I was not happy but I always felt the HP name stood for quality. Less than 36 hours later I received ANOTHER email stating the new ship-date is 12/12 and no delivery date is listed.

GO FIGURE.......

Company attitudes like this HURT all industries. Customer service that provides no service and customer support and does not support the customer means from the CEO to the JANITOR, no one cares. They have your money, that's all they need to know. If this pisses you off enough and you cancel, they will simply string along someone else long enough to cash their check, so to speak.

If you look on their website you cannot find a SUPPORT phone number to actually speak to anyone, all you can do is view the MASSIVE amount of money you sent them for a service, purchasing a laptop, and a link to CHAT... which all they do is placate you in the chat session.

I have asked them, the SUPPORT MANAGERS, to call me and no one has. They have my money, they have no need to talk to me unless I want to cancel the order. If they were TRULY customer service/support, but up to this point I have neither, they would care about this situation and I would have received SUPPORT or SERVICE.

The only phone number I can locate is to SALES, and since they can't sell me anything they transfer my call to nowhere. 9 times that happened. HP went from a trustworthy, company with loyal users and followers to a ruthless den of lying thieves in my opinion. But who am I to say this, just a guy in need of a new laptop forced to wait till someone returned from their break. A break that so far is greater than 20 days.

If you are a DELL sales rep, message me, maybe we can do business.

If you work for HP, my condolences.

I am copying and pasting this on all of my FACEBOOK groups, LinkedIn, Instagram, Twitter, and any other social media I can think of because of the ZERO service level, and the ZERO support level I have received.

If you have had similar experiences, post a reply.......