Buyer Beware: HP’s Terrible Customer Service

For about a year or two now I have been using my HP DVD940 and been pretty happy with it. Then all of a sudden it decides; no more. You forget how much you rely on a CD/DVD drive. Problem with a program, try to reinstall. Oh wait, broken drive. Want to access that back up of pictures from a few years ago. Nope sorry, find another way. Well today I write this blog not to complain about my drive, but rather about the company who makes it. HP. Again, I really liked the drive, but now that it’s broken, I’d like to try and update the drivers. That shouldn’t be hard, I’ll just check the HP website.

Ok, there’s the drivers section, this shouldn’t be too difficult. Let me just search for my drive. What’s this? Apparently they never made my drive. No, wait, here it is… no, that drive is external, that’s not it. So I figure, I’ll just give HP a call and explain the situation. It’s 11:00pm, and I’m feeling really productive. It looks like the cal center is open 24 hours a day, so I figure I’ll give them a try. After waiting on hold briefly, I give my name, email, phone number, model number, story, and the representative tells me I should call this other number. I write it down and call them after hanging up. They’re closed, and why not. It’s 11:30pm by now, and I was lucky to even get anyone in the first place.
The next day I call the number I was given the previous night and go though all the same standard stuff. Hold, give my name, email, phone number, ticket number, etc. Then I find out that the number I was given wasn’t even HP. It was some company they did business with like 5 years ago who makes mice and keyboards. They basically tell me that HP customer support is a bunch of morons, and I should call them back at the original number and make sure to get connected to the right place (carefully checking against the wrong number had dialed.) I call back HP, to make a long story short I repeated the entire story I just told, and ended up connected to a different number, but with the same mouse/keyboard company. Back to start again. Call HP, give all the info, they ask me for my serial number, I start to give it, but they want the one off the computer. The problem is, I built my own computer, there is no serial number. So the operator says she’ll connect me with their DVD specialists. I say “wait a minute, you keep connecting me to a company you used to do business with and it’s a wrong number.” So then what do I hear? “Well, what do you want me to do about it?” Are you serious?!? How about support your product. How about acknowledge that the product I am holding bearing your brand even exists, how about even knowing how to get in touch with the departments in your own company? Here’s a better question; “what do you expect me to do?” I hang up in a fit of rage. This person is useless. I figure I’ll call back after after cooling down.
Finally I give HP a call back. I’ve calmed down a bit, and I’ve decided not to solve the the problem any more, but rather just speak immediately with a supervisor. I don’t want to discuss the issue, or how to fix it. instead, I just want to complain about the quality of service I have received. Impossible. As soon as you ask to speak to the supervisor, the rep immediately commandeers the conversation and tries to solve your problem again (which they lack the ability to do.) Eventually he says “I cannot put you through to a supervisor because your product is more then a year old.” I explain I am not complaining about a product, rather it’s a customer service issue; but he assures me he can not, and will not put me through to a supervisor.
So there you have it. It’s a long post, but buyer beware. If you buy a HP product you might as well move to a desert island, because your going to be on your own. I would recommend avoiding this company and their terrible customer service at all costs.
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