Comments on: Hewlett Packard Desktop Computer http://www.penciltrick.com/index.php/technologycomputer/hewlett-packard-desktop-computer/ Fighting the trained monkey in modern society. Mon, 06 Feb 2012 14:41:06 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: Deb http://www.penciltrick.com/index.php/technologycomputer/hewlett-packard-desktop-computer/comment-page-1/#comment-93535 Deb Mon, 21 Mar 2011 13:00:42 +0000 http://www.penciltrick.com/?p=293#comment-93535 Wow, I have never had to deal with HP customer service, but always found their products excellent, so that's too bad. I usually search online for my own solutions, because, fortunately, there are people like you out there who know how to fix problems and share that knowledge. A lot of the time these customer service reps don't have people skills; a big mistake by the companies hiring them. Wow, I have never had to deal with HP customer service, but always found their products excellent, so that’s too bad. I usually search online for my own solutions, because, fortunately, there are people like you out there who know how to fix problems and share that knowledge.
A lot of the time these customer service reps don’t have people skills; a big mistake by the companies hiring them.

]]> By: P. Mastalli http://www.penciltrick.com/index.php/technologycomputer/hewlett-packard-desktop-computer/comment-page-1/#comment-48057 P. Mastalli Wed, 05 May 2010 13:22:27 +0000 http://www.penciltrick.com/?p=293#comment-48057 I custom ordered a Pavilion Elite from HP direct. I received the machine on schedule had a number of problems upgrading from my old XP system to the new 64 bit Windows 7. HP techs were sometimes helpful sometimes not but one problem they could not solve was with the Creative X-Fi Extreme Audio card mic port which would not operate and neither would the front panel port. After a week and many hours (two restores causing me to spend about 20-25 hours reloading software and date files) I gave up and ask for a replacement. I received the replacement and discovered it had the exact same problem! HP's Senior Case manager's solution to this problem was to suggest I ship the PC back to the factory for repair! This was after, I refused to do another restore since I knew after two on the first NEW PC that wasn't going to help. I tried to get another case manager assigned but at least, when this Alex was at lunch I got to talk to someone who was more helpful and told me she would get a Tech to come to my home office and see if he could resolve the problem. Turned out the tech was a sub-contractor from AT&T? He did manage to get the front port working but left me with a new computer with a hole in the back where he had knocked out the cover to try the card in another PCI slot. I finally got assigned another Senior Case manager who as as rude and arrogant as the first one. Even though the tech they had sent suggested an upgraded sound card and request a cover for the slot he had opened, this case manager was the same as the first guy. He couldn't solve the problem and wanted me to send the computer back to the factory for repair. I told him he was nuts and that it clearly was a software problem. His reply: "thanks for doing my job what makes you are qualified?" I told him it was because I was pretty smart. I didn't tell him that I had built and modified PC's for years or that I had worked as a programmer/systems analyst and as Digital Equipmenht Corp Special Accounts manager. (Why bother?) I alos didn't tell him I had done something neither of those arrogant jerks had done, I had gone to the Creative site and discovered that this problem was on their FAQ list. After several more rude exchanges with the new Senior Case manager Albert (aka Jose?)I emailed to the Corporate address to the HP President, a guy named Hurd. End result my email got kicked right back to good old Albert who contacted me to say he was giving me his contact information so when I decided to send the computer back to the factory I should contact him. So I used the info from the Creative site, fixed the problem and called that supercilious case manager back and told him if any other poor unfortunate customer got stuck with the same problem, he could give them my email address and I would tell them how to fix the problem since he didn't know how. I have used HP computers and printers for years in my home and home business and NEVER received the incompetent, arrogant "service" I received from these two people. I have always found the equipment and support to be excellent and especially on the printer side but, at this point after 10-15 with HP products, doubt that I will ever buy another one. I custom ordered a Pavilion Elite from HP direct. I received the machine on schedule had a number of problems upgrading from my old XP system to the new 64 bit Windows 7. HP techs were sometimes helpful sometimes not but one problem they could not solve was with the Creative X-Fi Extreme Audio card mic port which would not operate and neither would the front panel port. After a week and many hours (two restores causing me to spend about 20-25 hours reloading software and date files)
I gave up and ask for a replacement. I received the replacement and discovered it had the exact same problem! HP’s Senior Case manager’s solution to this problem was to suggest I ship the PC back to the factory for repair! This was after, I refused to do another restore since I knew after two on the first NEW PC that wasn’t going to help.
I tried to get another case manager assigned but at least, when this Alex was at lunch I got to talk to someone who was more helpful and told me she would get a Tech to come to my home office and see if he could resolve the problem.

Turned out the tech was a sub-contractor from AT&T? He did manage to get the front port working but left me with a new computer with a hole in the back where he had knocked out the cover to try the card in another PCI slot.

I finally got assigned another Senior Case manager who as as rude and arrogant as the first one. Even though the tech they had sent suggested an upgraded sound card and request a cover for the slot he had opened, this case manager was the same as the first guy.

He couldn’t solve the problem and wanted me to send the computer back to the factory for repair.
I told him he was nuts and that it clearly was a software problem. His reply: “thanks for doing my job what makes you are qualified?”

I told him it was because I was pretty smart. I didn’t tell him that I had built and modified PC’s for years or that I had worked as a programmer/systems analyst and as Digital Equipmenht Corp Special Accounts manager. (Why bother?)

I alos didn’t tell him I had done something neither of those arrogant jerks had done, I had gone to the Creative site and discovered that this problem was on their FAQ list.

After several more rude exchanges with the new Senior Case manager Albert (aka Jose?)I emailed to the Corporate address to the HP President, a guy named Hurd.

End result my email got kicked right back to good old Albert who contacted me to say he was giving me his contact information so when I decided to send the computer back to the factory I should contact him.

So I used the info from the Creative site, fixed the problem and called that supercilious case manager back and told him if any other poor unfortunate customer got stuck with the same problem, he could give them my email address and I would tell them how to fix the problem since he didn’t know how.

I have used HP computers and printers for years in my home and home business and NEVER received the incompetent, arrogant “service” I received from these two people. I have always found the equipment and support to be excellent and especially on the printer side but, at this point after 10-15 with HP products, doubt that I will ever buy another one.

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