I have worked in customer service and store management for over 5 years and it is a complete lie for the customer service reps to say they have no chain of management. Every company is the us has not only a managment team but a complaint department as well.I can not believe the lack of service I was given by Josh today.Not only was he completely unwilling to try to even talk about my issue(without a $100) payment first but when I asked to speak to a manager about his performance he told me it was not possible, putting me on hold a number of times and repating the same sentence at least 20 times over the half hour time I spent waiting for his supervisor. What it comes down to is I will be making a complaint with consumer affairs and I will never buy an hp product ever again! I have no problems paying to fix my laptop if it is a hardware issue but to not even help with my battery or adapter questions is insane.I didn't ask for replacement parts or anything I asked for basic trubleshooting because my computer will not charge right and both of the previous mentioned products are overheating. I can not keep my computer on long at all so going on to the website to read through all the possible fixes was not an option. As a customer I expected him to walk me through the basics over the phone. I guess this customer just wasn't worth his time!

My XT963 has an apparently bad CD-RW: noisy, vibrating, slow reads. The unit is under warranty. I can easily replace it myself if HP would just send me the CD-RW (I thought the warranty provided for replacement parts), but HP will not send just the drive.

I could get it replaced at a local HP Service Center, but HP won't allow that on its KR series. The KR series is strictly a total unit replacement item!

The unit HP shipped to me as a replacement, with my credit card as collateral, arrived defective (loose parts sliding around inside it). HP wanted me to send back my original (working except for the CD-RW drive) with all my programs and data installed on it back to them within seven days, or my credit card would be charged for the replacement (defective) PC. The defective replacement was to be returned for bench repair and would take seven to ten days to get fixed.

Meanwhile, I am without the computer and all my programs and data would be on the original PC I was to send back.

I asked if I could just take the CD-RW drive out of the unit they sent as a replacement and send it back with the defective CD-RW drive in it; I could not. I offered to send the defective replacement back, keep the defective original, and go to Best Buy to get my own replacement CD-RW drive and forget the warranty "service." I was told I could not send the replacement unit back and had to send the original back within seven days because the units have to arrive back at HP in the order they were entered into their computer system.

Otherwise, my credit card would be charged for the replacement, even though I sent it back!

It is not my fault that HP has such a poor computer system. It is not my fault that HP has such illogical rules for "service." After much bantering with Melvin (a manager), a second replacement will be sent to me (also using my credit card as collateral and I will now have three PCs here) by Friday, but today is Wednesday. I will still have to get the original back within the seven day period, so that means it is due back to HP by next Wednesday.

I still have to transfer all the installed programs, data, and configuration settings to the second replacement and try to erase all of it (clean wipe) from the unit being sent back. I have to get the first replacement back within seven days from the day I receive the second replacement. This seems to be extraordinarily expensive and illogical for HP --- a replacement CD-RW drive would take care of the entire problem. All of this took 50 minutes on the phone at my expense! HP does not provide toll-free customer support telephone numbers.

Does HP realize how irritating is to be asked if I mind holding of course I mind, and then being thanked for holding... at my cost!

I was on the phone 50 minutes this time and 30 minutes the first time.

I was recently looking for some information on the warranty status of an obviously dead laptop. I didn't think it was under warranty for my client, but I thought I'd give it a shot to see. The online chat session said something about for warranty customers only so I figured that would confirm or deny the warranty status or not. I was wrong. I wasted about 45 minutes of my time. I hate pretty much all of the major computer manufacturers with my entire being...but HP is worst.

Chat Log follows, with identifying information removed:
[Sunday, November 28, 2010 1:47 PM] -- Automatically generated message:
Your support request has been submitted and is in queue. Please wait momentarily while the
system connects you with the next available support specialist.
[Sunday, November 28, 2010 1:47 PM] -- Automatically generated message:
You are now chatting with support specialist Ajay S.
[Sunday, November 28, 2010 1:48 PM] -- Ajay S says:
Welcome to HP Total Care for Notebook support. My name is Ajay. Please give me a few moments
while I review your issue description.
NOTE: For security reasons, PLEASE DO NOT send credit card information via chat.
[Sunday, November 28, 2010 1:48 PM] -- Ajay S says:
Hello Donald.
[Sunday, November 28, 2010 1:48 PM] -- Ajay S says:
How are you?
[Sunday, November 28, 2010 1:48 PM] -- XXXCustomerXXX says:
I need to have this unit sent in for repair
[Sunday, November 28, 2010 1:49 PM] -- XXXCustomerXXX says:
Plugged in or on battery, unit will not power up. Pressing power button spins up fan and flashes
lights for 1 second, then shuts back off again.
[Sunday, November 28, 2010 1:49 PM] -- Ajay S says:
Sure, I would certainly do my best to assist you in this regard.
[Sunday, November 28, 2010 1:49 PM] -- XXXCustomerXXX says:
Power supply does provide proper voltage.
[Sunday, November 28, 2010 1:49 PM] -- XXXCustomerXXX says:
thanks ajay.
[Sunday, November 28, 2010 1:50 PM] -- Ajay S says:
I understand that the Notebook does not turn on and the BIOs screen does not open up at the
startup. Am I correct?
[Sunday, November 28, 2010 1:50 PM] -- XXXCustomerXXX says:
that is correct
[Sunday, November 28, 2010 1:51 PM] -- Ajay S says:
Thank you for confirming.
[Sunday, November 28, 2010 1:51 PM] -- Ajay S says:
Nathan, have you tried hard reset steps to turn on the Notebook?
[Sunday, November 28, 2010 1:52 PM] -- XXXCustomerXXX says:
... Remove battery, remove power cord... Anything other than that?
[Sunday, November 28, 2010 1:53 PM] -- Ajay S says:
Let me provide the steps.
[Sunday, November 28, 2010 1:54 PM] -- Ajay S says:
1. Unplug the AC adapter from the notebook PC.
2. Remove the battery from the notebook battery compartment.
[Sunday, November 28, 2010 1:55 PM] -- Ajay S says:
3. Remove the computer from any port replicator or docking station, disconnect cables to printers
or devices such as external monitors, USB memory sticks or SD cards, headset or external
speakers, mouse or auxiliary keyboard, turn off WIFI and Bluetooth wireless devices.
4. Press and hold down the power button for about 15 seconds to drain any residual electrical
charge from the capacitors that protect the memory.
5. Insert the battery and plug the AC adapter back into the notebook PC; but do not connect any of
the peripheral devices.
[Sunday, November 28, 2010 1:55 PM] -- Ajay S says:
6. Press the power button to turn the notebook PC back on.
[Sunday, November 28, 2010 1:55 PM] -- XXXCustomerXXX says:
yeah
[Sunday, November 28, 2010 1:55 PM] -- XXXCustomerXXX says:
did that already
[Sunday, November 28, 2010 1:55 PM] -- Ajay S says:
Alright.
[Sunday, November 28, 2010 1:56 PM] -- Ajay S says:
Nathan, have you tried removing/reseating the RAM modules as well?
[Sunday, November 28, 2010 1:56 PM] -- XXXCustomerXXX says:
Also removed RAM and HDD, no changes
[Sunday, November 28, 2010 1:56 PM] -- Ajay S says:
I appreciate your efforts in troubleshooting this issue.
[Sunday, November 28, 2010 1:56 PM] -- Ajay S says:
Nathan, as you have tried all basic troubleshooting steps. The issue looks to be with the
Motherboard of the Notebook.
[Sunday, November 28, 2010 1:57 PM] -- XXXCustomerXXX says:
I usually get paid well for doing so. :)
[Sunday, November 28, 2010 1:57 PM] -- XXXCustomerXXX says:
yes it does
[Sunday, November 28, 2010 1:58 PM] -- Ajay S says:
Nathan, In this case I can arrange a paid repair service for the Notebook to fix this issue.
[Sunday, November 28, 2010 1:58 PM] -- Ajay S says:
The cost of the paid repair service would be around $398 + taxes.
[Sunday, November 28, 2010 1:59 PM] -- XXXCustomerXXX says:
lol
[Sunday, November 28, 2010 1:59 PM] -- Ajay S says:
It includes, complete diagnosis of the Notebook, 90 days of warranty for replaced/repaired
warranty, shipping charges.
[Sunday, November 28, 2010 1:59 PM] -- XXXCustomerXXX says:
I thought that 'instant chat' was only for units under warranty...and that I gave unit serial number
and such for hte system to check.
[Sunday, November 28, 2010 2:00 PM] -- XXXCustomerXXX says:
since I got into the system, I am then assured that I have warranty.
[Sunday, November 28, 2010 2:00 PM] -- XXXCustomerXXX says:
If I have warranty, you can fix it for free because HP obviously shipped out a faulty unit...which has
shown in the more recent earnings...they have been sending out a lot of junk lately.
[Sunday, November 28, 2010 2:01 PM] -- Ajay S says:
Lisa, I see that th ewarranty of the Notebook was expired on 2008-11-22 (YYYY-MM-DD).
[Sunday, November 28, 2010 2:02 PM] -- XXXCustomerXXX says:
you've called me Donald, Nathan, and now Lisa.
[Sunday, November 28, 2010 2:03 PM] -- Ajay S says:
I am sorry, for the typo.
[Sunday, November 28, 2010 2:03 PM] -- Ajay S says:
But you may check the warranty of the Notebook at the below weblink.
[Sunday, November 28, 2010 2:03 PM] -- Ajay S says:
http://h10025.www1.hp.com/ewfrf/wc/weInput?lc=en&dlc=en&cc=us&product=4120392
[Sunday, November 28, 2010 2:04 PM] -- Ajay S says:
Please enter the serial number and the product number of the Notebook.
S/N: XXXXXXXX
P/N: XXXXXX
[Sunday, November 28, 2010 2:04 PM] -- Ajay S says:
Are you able to access the webpage?
[Sunday, November 28, 2010 2:05 PM] -- XXXCustomerXXX says:
wow...what a phenomenal waste of my time...
[Sunday, November 28, 2010 2:05 PM] -- XXXCustomerXXX says:
http://h10025.www1.hp.com/ewfrf/wc/contacthp?lc=en&dlc=en&cc=us
[Sunday, November 28, 2010 2:05 PM] -- XXXCustomerXXX says:
also shows a nice "
Chat online with a support technician
Get the help you need instantly. Enjoy real time chat with an HP technician.
» Chat with an HP Support Technician (only available for in-warranty customers)."
[Sunday, November 28, 2010 2:05 PM] -- XXXCustomerXXX says:
I'm not supposed to talk to you at all if all you want to do sell me an old laptop
[Sunday, November 28, 2010 2:06 PM] -- Ajay S says:
We regret for the inconvenience caused due to this. The implementation of in-warranty customers
for chat support is under process.
[Sunday, November 28, 2010 2:06 PM] -- XXXCustomerXXX says:
yes it is in process
[Sunday, November 28, 2010 2:06 PM] -- XXXCustomerXXX says:
and due to false advertising and jerking my chain for the last 30 minutes...
[Sunday, November 28, 2010 2:07 PM] -- XXXCustomerXXX says:
I need you to either man up and fix this laptop or let me talk to your supervisor...more than likely
fixing this will cost a whole lot less than 1 minute of HP's lawyers time
[Sunday, November 28, 2010 2:07 PM] -- XXXCustomerXXX says:
I've already printed the page that states chat is only for warranty customers...
[Sunday, November 28, 2010 2:08 PM] -- XXXCustomerXXX says:
I was pretty excited to see that it was under warranty...as I didn't think it was myself. I didn't have
any simple way to FIND whether it was under warranty other than to see if I got allowed into the
chat session or not.
[Sunday, November 28, 2010 2:09 PM] -- Ajay S says:
Nathan, I see that your Notebook is more than 3 years old. HP Notebook does not go with 3 year
manufacturer warranty.
[Sunday, November 28, 2010 2:10 PM] -- XXXCustomerXXX says:
dude...the fine automated system let me in. It is supposed to tell me that up front rather than
waste both of our time
[Sunday, November 28, 2010 2:11 PM] -- Ajay S says:
I agree, as mentioned earlier the implementation of in-warranty customers for chat support is
under process.
[Sunday, November 28, 2010 2:11 PM] -- XXXCustomerXXX says:
Perhaps we can work out a deal where I get a NEW motherboard (I've been shipped used, also
faulty parts before) for around the proper price of $70.
[Sunday, November 28, 2010 2:11 PM] -- Ajay S says:
Hope you can understand.
[Sunday, November 28, 2010 2:11 PM] -- Ajay S says:
There are other ways to check the warranty of the Notebook as well.
[Sunday, November 28, 2010 2:12 PM] -- XXXCustomerXXX says:
I can understand that your company is liable for stupidity and false advertising...
[Sunday, November 28, 2010 2:12 PM] -- XXXCustomerXXX says:
Yes there are other ways...but I'm sure you'll understand that most major manufacturers make
more $$ by getting people to give up before they get anywhere.
[Sunday, November 28, 2010 2:13 PM] -- Ajay S says:
We regret for the inconvenience caused due to this.
[Sunday, November 28, 2010 2:13 PM] -- XXXCustomerXXX says:
If it wsa easy for them to find warranty info...then they wouldn't get the fine upsell for $400 from
you. :)
[Sunday, November 28, 2010 2:15 PM] -- XXXCustomerXXX says:
so...
[Sunday, November 28, 2010 2:15 PM] -- XXXCustomerXXX says:
I asked about 10 minutes ago to speak to a manager about false advertising and your lack of
ability to fulfill something promised. Am I also being denied that simple right also?
[Sunday, November 28, 2010 2:15 PM] -- Ajay S says:
We do not have option to setup a free repair service for the Notebook. Since the Notebook is
being out of warranty.
[Sunday, November 28, 2010 2:16 PM] -- XXXCustomerXXX says:
Yes...and I is being American with federal protections against false advertising and millions of
people that might get a chuckle out of this while they go Christmas shopping.
[Sunday, November 28, 2010 2:17 PM] -- Ajay S says:
We regret for the inconvenience caused due to this.
[Sunday, November 28, 2010 2:17 PM] -- Ajay S says:
Is there any other technical issue I can help you with?
[Sunday, November 28, 2010 2:17 PM] -- XXXCustomerXXX says:
It is not my inconvenience...it is HP's. They are indeed very liable...and the more you BS me...the
more upset most become.
[Sunday, November 28, 2010 2:17 PM] -- XXXCustomerXXX says:
Yes...
[Sunday, November 28, 2010 2:18 PM] -- XXXCustomerXXX says:
technically..you can let me chat with a manager.
[Sunday, November 28, 2010 2:18 PM] -- XXXCustomerXXX says:
no offense...
[Sunday, November 28, 2010 2:18 PM] -- XXXCustomerXXX says:
I know your primary purpose in life is to make me go away. :) I'm not mad at you man.
[Sunday, November 28, 2010 2:18 PM] -- XXXCustomerXXX says:
You have done your job well.
[Sunday, November 28, 2010 2:18 PM] -- Ajay S says:
Nathan, even my manager could not setup the free repair service. You would be expecting the
same answer from him as well.
[Sunday, November 28, 2010 2:19 PM] -- XXXCustomerXXX says:
I'm also waiting on a not stupid priced parts only repair option.
[Sunday, November 28, 2010 2:21 PM] -- XXXCustomerXXX says:
30 minutes now...
[Sunday, November 28, 2010 2:21 PM] -- Ajay S says:
The repair option is already explained above. The cost of the repair service would be around $398
+ taxes to fix the motherboard issue.
[Sunday, November 28, 2010 2:21 PM] -- XXXCustomerXXX says:
Dude...
[Sunday, November 28, 2010 2:21 PM] -- XXXCustomerXXX says:
I'm the one that usually makes the $100 per repair
[Sunday, November 28, 2010 2:21 PM] -- XXXCustomerXXX says:
I need parts
[Sunday, November 28, 2010 2:22 PM] -- Ajay S says:
Okay.
[Sunday, November 28, 2010 2:22 PM] -- XXXCustomerXXX says:
I'm pretty sure I don't need to waste shipping and time re-diagnosing it again with your service
techs
[Sunday, November 28, 2010 2:22 PM] -- Ajay S says:
Are you looking for the Motheboard part?
[Sunday, November 28, 2010 2:22 PM] -- XXXCustomerXXX says:
I want the @#$%#@$ parts
[Sunday, November 28, 2010 2:23 PM] -- XXXCustomerXXX says:
Though it is usually preferable to order both a motherboard, and video card if applicable...since
not having both makes it impossible to ensure that we have corrected the problem.
[Sunday, November 28, 2010 2:24 PM] -- Ajay S says:
Nathan, the video card will be integrated on the motherboard. So you may order the Motherboard
to fix this issue.
[Sunday, November 28, 2010 2:25 PM] -- XXXCustomerXXX says:
k. They don't always come that way and I haven't torn this one apart yet. :)
[Sunday, November 28, 2010 2:25 PM] -- Ajay S says:
Here is the part number and specifications of the Motherboard.
[Sunday, November 28, 2010 2:26 PM] -- Ajay S says:
Part number: 449903-001 Specifications: System board (motherboard) for Pavilion dv6000 series -
Full-featured (U MA) with integrated Realtek (RT8201CL) NIC .
[Sunday, November 28, 2010 2:26 PM] -- Ajay S says:
Cost of the motherboard would be $244.15 + taxes.
[Sunday, November 28, 2010 2:26 PM] -- XXXCustomerXXX says:
I'll take the $115 option. Thanks anyway.
[Sunday, November 28, 2010 2:27 PM] -- XXXCustomerXXX says:
I am always amazed at how 'direct from the manufacturer' is always...ALWAYS 2-3 times the price.
[Sunday, November 28, 2010 2:28 PM] -- XXXCustomerXXX says:
Goodbye. Thanks for making a fine post for the internet and a few tech related news
organizations. At least the editors will giggle about it.

I wanted a netbook, with access to 3G broadband to use in my business and saw just the right product on the HP Store site. HP 311c mini complete with a 14 day trial on the Orange network. It arrived quickly, opened the box and low and behold HP 311c complete with Sim Card for the Orange 3G network, just call Orange to get the card activated. Orange said that they had no knowledge of the promotion so call HP UK. They said that they had no knowledge of the promotion on their HP Store site. We have spent 3 weeks trying unsuccessfully to get either Orange to activate or HP to accept that the promotion was false and to refund our money.

As everybody who registers a complaint on the pages of Complaint Board will be well aware HP resorted to a disgusting series of cop outs and today we gave up. Three precious weeks of our lives wasted on trying to get HP to behave like an honest trader but failed as so many other valued HP customers have before us.

Here is the e-mail address of the new CEO in Palo Alto, Cathy Lesjak. [email protected].

Please will all valued and not so valued customers send their complaints and criticisms to this address so as to let the new lady know how we all feel as let down, defrauded, spurned and totally dissatisfied "Valued Customers"

Raymond Griggs
Retired HP employee from when HP was a world class company.

I ordered two notebooks on April 16th. On April 17th I get email notification saying that the order was declined. I call the number provided and am told I need to answer security questions, which I answered in full. However, I receive a phone message on April 24th. Again I answer security questions. I express my concern in the lack of smoothness and I am assured that the order will go through if the security questions have been correctly answered. On the 27th I am called again and answer questions once more. This time I am frustrated and I ask that notes be made expressing my frustration.

I hear nothing more from HP and, concerned that there continue to be problems and needing the laptops, I call customer service. At first I speak with Lori. I am careful not to be rude, but I am very firm in my demeanor due to my frustration when she tell me that the order has been canceled. I ask: 1) Why the order was canceled, 2) why I was not notified, and 3) if I can speak to a manager. Lori tells me quickly that she needs to transfer me to the LPT department and then hangs up on me. I call again and speak to ACE, who tries to transfer me to the LPT department. I am disconnected. I call a 3rd time and speak to Lori again. I ask to immediately speak to a manager and I am put on the phone with Josh. Josh requests my order number and after looking something up, tells me that the order is in review and that we would have to wait to hear. I tell him it has been a nearly a month and nothing has been accomplished and he apathetically tells me that we just have to wait. When asked how long it usually takes, he responds 24-hours. He did not seem phased when i expressed concern that a week has passed. I ask to speak to his supervisor, and he tells me that nobody is there (6pm EST) and that he has several supervisors. I cannot express how apathetic Josh sounded. He seemed to just want to get rid of me. I must also reiterate that I was not rude at all but merely firm, something to be expected with my experience. I am tired of calling and getting nowhere when all I want is to receive the laptops I ordered. The only reason I do not cancel is because I got such a good price on them.

I want to also note that I called American Express (the card with which I paid), and I was told that the order should process without problems and there are no holds or issues on their end.