Why is hp customer support so poor

I purchased a Envy dv7, call tech support, is that what they call those people, explained what was the problem with the harddrive.  Sent machine in for repair, they replace the MB and don.t touch the HD.  Call back, get a case manager that has called me once, explained that machine was not repaired.  Called the 800# that was included in the box if machine had problems, called 3 times, on hold each time for 40 minutes, no one ever answers the phone.  Called Palo Alto CA, get an executive case manager, she calls once, I called back 3 times, was told that the case manager has more cases than just mine, I'm the idiot that spent 2K on a laptop that does not work.  This is the reason I will never buy anything from HP.  If this is the best that they can do, thry should get out of the computer business.  I am beyond being patient, the case manager will be getting the laptop back, {Legal Content Removed}.  HP doesn't sell laptops, it sells junk made by the lowest bidder in CHINA

Hello Damianmcc.
I have escalated your case to a Specialist.  They will contact you via the private message feature on the forums.
Have a good day.
Please click the white star under my name to give me Kudos as a way to say "Thanks!"
Click the "Accept as Solution" button if I resolve your issue.

Similar Messages

  • Why doesn't customer support understand?

    I recently needed to reinstall windows xp.  I have saved everything I needed to reinstall all my software.  My photoshop CS2 is the only problem I've had.  Since it was an upgrade my installation pkge is looking for a previous version.  I have the serial number, original reciept, confirmation number, case number and all other materials needed including a challeng code given to me 2 years ago when I upgraded.  After 3 hours and being kicked from Customer Service to Tech support over and over with a hold time of 15 minutes in between each one I was finally fed up.
    Each person tried the same thing.  Ctrl/Shift/Dbl Click which does not work.  They agree my serial number is correct, they can see my purchase from the order number on my original reciept, but not one could give me a straight answer. They all kept asking the same questions over and over but none made sense.  Honestly I don't think there was a language issue either.  The last one actually said I should upgrade to CS4..... how could I upgrade that if I can't even upgrade to CS2 on my computer.  I have totally lost respect for the Adobe system of support.  I have 3 Adobe programs and I am waiting for the day I need support on those.
    If anyone has any suggestions for me I'd love to hear them.  They would not give me any help other than to say I must have a previous version loaded before I can load an upgrade.....NO kidding!  But even though I paid and they see I paid for an upgrade in the past....they cannot come to the conclusion that the previous version would no longer be loaded on my computer.....I've upgraded...the previous one is gone.  My only hope is to get ahold of a previous cracked version so I can run my paid program through with the previous installed..... that risks my computer getting malicious files on it...which is why I did the clean install in the first place......UGH!

    When it asks for a previous version, put your previous version CD into the CD drive. That should work.  You stated "I have saved everything I needed to reinstall all my software."  That would include the earlier (full) version of Photoshop.

  • Simple question. Why is your customer "support" so bad?

    You're f@#king p#ss$ng off your customers so that you get a better bottom line. That no way to run a business. I've had the same problem now for almost a month. Have been getting 1 email/repsonse a day for 2 weeks and now the last week i've gotten no responses. I'm a premium customer and i'm about to cancel my subscription over this. I don't want to be told "Just fill in our contact us form" or "You can tweet us on @SpotifyCares" because i've done both those things and your support has been less than helpful. Why do you not have a chat platform or a phone number i can contact?

    Hey James! 
    We've just replied to you on Twitter. Your email has been redirected to the right team. Keep an eye on your inbox, you'll receive a reply very soon. 
    Thank you for your patience.

  • Why is the customer care so poor at Adobe

    I am completely frustrated with Adobe customer care. I have had to call daily to the care having to wait 30 min and more to get through.
    They are unable to help with simple registration problems. Having clocked up over 5 hour of my life wasted on their poor service I have now been told they do not support Adobe Acrobat.
    I have never experience anywhere such poor service and such flaky software

    The advantage is that it has made this one of the best set of forums for getting help on a software product. That is how many of us got here, and in many cases that was a decade or more ago. Thus, things have not changed.
    Just ask your question here and "wait" for an answer. You will often find one that would be better than the scripts read to you by the support folks anyway. Here you are talking to folks that use Acrobat all the time, not someone that was hired to go through a diagnostic chart with you. We don't always know the answer, but I think you will find the answers here to meet your need -- they just are not immediate. Some of us still work for a living, not for Adobe..

  • Why is their customer service so poor?

    On June 13th I went into a Verizon store in Chicago, one that I have been to many times. The wait is always tremendous but I try to let that go since it's a downtown, loop located Chicago store. I'm adding a line to my plan. The salesperson took it upon himself to choose the $90.00 a line plan no discussion of what my needs are nothing. This is something I cannot change now. He choose to add insurance on a device that they charged me a 1.00 for, never asked me. And the worst yet he sold me a tablet that I had no idea would come with a contract and monthly line fees. The tablets were on sale for $10.00 BUT I did not realize that I would be paying a monthly fee for it or that it would come with a contract. And while everyone is always so quick to point out "you didn't look at your contract..." No you're right I didn't because in this store it literally comes up on the pad where you swipe your credit card and is part of your receipt! Who stands there and goes through a contract in that setting? Better yet what company thinks so little of their customers and the contracts that they are signing to make the contract part of the receipt?!?!?!?!?
    I called customer service today to ask that the tablet be removed. Yes I want the contract and activation fee to go away. NOPE. I can pay a $70.00 restocking fee to return it since I'm within the 14 day window of time from the date of the purchase and still pay the $10.00 a month for a device I've returned or I can pay $350.00 to get out of the "contract".
    After adding two lines when I thought I was adding one, my new phone bill is $365.00. The customer service agent saw nothing wrong with this or anything wrong with charging my existing line a prorated amount for my existing line for the period of the 13th-20th (my billing cycle ends on the 20th) even though the bill for my existing line had already been paid (and early I might add) when I walked through the door.
    I'm not sure when cell phone sales people became used car salesmen, but I think it sucks. Now I can pay a total of $1,050.00 to get out of the 3 contracts I now have.

    You still have time to return the devices without the ETF, but the restocking fee is going to stick.  As you mentioned, this is all spelled out in the contract, but I get that when you are in a busy store and just trying to complete a transaction people tend to hurry along and ignore the fine print because you will have time later to read it all.  The restocking fee is still far less than the ETF, so that is the route I would go for return.
    Proration has three components to it:
    1. Credit for the month in advance service already paid ( so if you changed plan on the 15th and the bill cycle ends on the 20th, you will have a credit for the remaining six days of the old plan)
    2. Charge for the new plan from the date of change to the end of the bill cycle, and
    3. Month in advance charge for the new plan for the next bill cycle.
    You aren't charged for both plans for these periods of time.  I try to backdate whenever possible because not doing so makes the bill harder to understand.
    In this case you have to choose the lesser of the evils for you, and for me that would be paying the restocking fee and returning the tablet (you will need to do this at the store you purchased it at), and keep your receipt for the return so that the record of you returning the device won't "disappear."  Do not, under any circumstances, return it to anything but the original store.  Even if you now feel you don't want to use that store anymore, you still have to return it there to avoid further issues.
    The contract on the tablet line should have been disclosed, and if you were unsure of the circumstances for purchase you should have asked.  If it seems too good to be true, it is.  I have seen paper tablets cost more than $10, so that would have raised a red flag for me.  I'm not sure why you put the word contract in quotes, because it isn't a figurative contract, it is a literal one.
    Finally, the fact that insurance was put on a line without your authorization is wrong, and should be removed back to the date it was put on.  However, the fact that you paid $1 for the phone in question is moot.  That is a contract price.  So if you break the phone tomorrow, you will not be able to go get another one for $1.  You will either have to submit a claim for insurance, pay full price for a replacement (typically at least $500 for smartphones), add a new line to get the $1 price and a new contract, or purchase a used phone from someplace like eBay or Swappa.
    Hope it all works out for you!

  • Why is Adobe Customer Support so unresponsive?

    I know this is not strictly a technical question; but I am just trying to get a serial number having (legitimately!!) purchase a student edition.
    I've been waiting over a week for any response to the web-case. If you phone, you get put straight on hold and so far I've clocked up THREE (count em) hours on hold. Why will no one talk to me... what can I do?? Help!!

    Hello Damianmcc.
    I have escalated your case to a Specialist.  They will contact you via the private message feature on the forums.
    Have a good day.
    Please click the white star under my name to give me Kudos as a way to say "Thanks!"
    Click the "Accept as Solution" button if I resolve your issue.

  • Why is getting customer support so hard? i need to speak with someone

    I was having trouble updating my payment information after I got a new card. my account "exired". When I finally found sometime to figure it out, It said my member ship would be renewed in 24 hrs. my card was charged but I still done have access to lightroom. I cannot sign in on the creative cloud app to try to update it. it just keeps telling me that I've been signed out. I've have tried going online to download that way, but it's not working either. I need help please

    Please, if there is any other way to speak to someone, I'd appreciate an answer. I am on a tight time budget. Waiting for my post to be approved and then waiting on someone to decide to answer it is just too time consuming. I need to be able to edit these pictures when I have the open time.

  • Adobe photoshop clipboard and customer support.

    What does this error message mean and how do I deal with it?
    “Could not import the clipboard because an unexpected end-of-file was encountered”
    Also, why when adobe customer support gives you space to submit a question and you type in your question and submit it, does it bring you to this page where you have to retype your question? Why isn't Adobe customer support more user friendly??

    Hi Barb. Thanks for replying. I suspected I was in a customer forum, even though I was searching for Adobe support and everything I read on page I looked at gave me the impression I was contacting the company. I am using Adobe Photoshop Elements 6, and every so often I get these weird error messages that I don't understand. Using the Photoshop "help" link in the program is pointless. If you try the search engine, you can't even get anything to come up by searching things like "scratch discs" or "clipboard".  I have tried to copy and paste from other images I have opened and that still works, but I still cannot import my captions. And I don't know how to clear the clipboard or even how to access it. I finally shut down the program, uninstalled it and reinstalled it and started over. It was the only way I could figure out to get things working again. Thanks for your help.

  • So, Adobe downloader sends me a window that says "contact Customer support". That appears to be impossible. Why did you send the message if there is no way to communicate with you. This is a very poor way to treat your paying customers.

    I don't want to start a discussion. I just want a phone number for customer support. Is that really impossible?

    Alacatr I am sorry you are facing difficulty contacting our support team.  I would recommend that you utilize a different web browser, computer, smart phone, or tablet, to contact our support team at Contact Customer Care.
    If you are receiving a download error then there may be an issue with the stability of your Internet connection.  This could also affect your ability to contact our support team.  I would recommend reviewing Error downloading Creative Cloud applications - http://helpx.adobe.com/creative-cloud/kb/error-downloading-cc-apps.html for information on how to resolve download errors.

  • Literally the worst customer support experience I've ever had to deal with -- Why don't they let their customers speak to supervisors on demand?

    Call 1: I spoke to them to see if I was eligible for an upgrade. It turned out they had accidentally counted a temporary phone switch to an old device as an upgrade. The representative was extremely slow minded and took over an hour to read through my notes and process what I was saying happened, consulting with his supervisor multiple times. He claimed to have noted everything and told me I had to go to a verizon store to verify in person that I was still using my original phone, and that then I would be able to get an upgrade immediately.
    Trip to the store: Drove an hour only to be told by the store rep that there were NO NOTES on my account about the issue and there was nothing he could do to help me and that I'd have to call customer support again. The store was closing in 20 mins and customer support seems to take 45 minutes minimum to resolve anything, so I left.
    Call 2: Asked a woman to speak to a supervisor about the guy who wasted 2+ hours of my life and gas money. She put me on hold for a long time, came back and said they were all busy right now, would I like to leave my complaint with her? I said no thank you, I will keep waiting. She said ok, and proceeded to hang up.
    Call 3: Asked a different woman to speak to a supervisor, she put me on hold for a long time and then told me that since I wasn't an authorized user I could not speak to one... lol ok. Had a family member call and authorize me.
    Call 4: Asked a guy to speak to a manager. He insisted on taking the complaint himself. Why would I trust someone to take a complaint about their colleague possibly sitting a few desks away when many of them have proven to be incredibly incompetent already? It sounded like we were making progress... then he hung up too.
    Call 5: Asked yet another woman to speak to the manager. She demanded a reason, I told her it was to make a complaint and she told me about a dozen times that the managers would just tell her to take the complaint. I insisted, she refused... finally I threatened to close all of our accounts unless she let me speak to a manager. She said they couldn't right now since the office was closing soon, but that one would call me within 24-48 hours. I'd bet my life savings that never happens. At that point I tried to talk to her about the original upgrade issue, and she said her system had suddenly crashed and that I'd have to call back the next day...  Seriously???
    Absolutely unreal how horrible their customer support is. Will be switching to T-Mobile immediately.

    Having worked in customer service, I have some experience with this kind of situation.  Reps are typically trained to make all attempts to handle complaints by themselves, because there are obviously many more reps than supervisors.  They're usually REQUIRED to fully authorize the account and to get the whole situation from the customer prior to referring you to a supervisor.  One of the biggest problems is that many customers think that demanding a supervisor is a way to guarantee you will get what you want.  If the reason for your request to escalate isn't a valid one, the supervisor won't give in to you either.
    There are plenty of times in my own experience, especially as a brand new rep out of training, that I took a long time to research and get an understanding of the issue.  Yes, I wasn't moving at light speed, but that doesn't make me an idiot.  It means I was trying to gather as much info s possible to try and deal with the issue. But I had plenty of customers tell me I was stupid and to transfer them to my supervisor, simply because I took longer than their patience could tolerate to get all the details I needed.
    I have never had a job that I executed flawlessly day in and day out.  Maybe you have and that's why you can't tolerate a person taking a little longer to wrap their head around the issue, but I'd rather doubt it.
    I also don't think you will find reps who work at light speed and utilize a magic wand to fix people's issues at T-Mobile, either, but I guess it never hurts to try.
    Just to clarify: I do not work for Verizon and never have.  I worked for a residential phone and internet company.

  • How to address poor customer support

    In January, I ordered a Yoga 2 Pro.  The laptop arrived and met my expectations.  Approximately 4 weeks later it refused to boot up.  I called Technical Support.
    Technical Support was less than helpful.  They had me try a couple things via phone, then told me the laptop was “dead” and Lenovo would replace.  I inquired about the files I had stored on the computer and was told they were impossible to retrieve.
    I called Customer Support, armed with this Technical Support Ticket Number and spoke with Nxxx.  She was extremely helpful.  She processed the Return Order and the Replacement Order.  I discussed with her my desire to retrieve personnel files and she provided local Lenovo Support Centers and advised I call them.  I did call.  All Support Centers advised they could not open up this laptop and it had to go back to the factory.
    The next day, I logged the order number and received the below status from Lenovo’s web site:
    •    Order Date 2014/02/26
    •    Estimated Ship Date 2014/03/10
    •    Estimated Delivery Date 2014/03/12
    Sometime between March 10th and 12th, I ran the order number again on Lenovo’s web site.  To my surprise, the Ship Date had changed to 3/24 and Delivery 3/26.  I called Customer Support to inquire.  I was advised by the agent there were “parts issues”, thus the delay.  I again attempted to discuss my frustration at the lack of Technical Support’s interest in pulling the files from the defective laptop.  At the end of this conversation, I went to Lenovo’s web site and wrote a complaint regarding the situation with my lost files.  To date, I have never received acknowledgement from Lenovo regarding this web site complaint.
    Prior to March 24th, I again called Customer Support to verify the laptop was shipping out as planned.  After much frustration with the agent, I requested to speak to a supervisor.  I instead received a Lead, named Pxxx.  I discussed the situation with Pxxx.  He was very apologetic.  He promised he would look into this situation and call me back the next day.  He never did.
    March 27th, I ran the order number again on Lenovo’s web site.  To my surprise, the Ship Date had changed to 3/4 and Delivery 3/8.  I called Customer Support to inquire.  The agent who spoke with me apologized.  She did research on your system and advised me the laptop would ship in 24-48 hours.  I questioned why Pxxx never called back.  She promised to send a note for Pxxx to call me back.  He never called.
    March 31st, I called Customer Support.  The agent advised the Ship Date was 3/4.  I requested to speak with a Supervisor.  He advised a Supervisor would call me back before 21:00 EST.  At 20:30 EST, Lxxx called.  We discussed this issue.  She apologized.  I expressed my frustrations having to wait 6 weeks for a replacement for a defective laptop Lenovo sold in the first place.  She promised to take this up with the factory the next day and call me to advise of the results.  She did not call back.
    April 1st, I sent an e-mail to Lxxx requesting status.  I took a screen shot from the Lenovo web site.  Ship Date 4/3.  Delivery 4/7.
    Today I again called Customer Support.  I spoke with an agent who advised Ship Date 4/9.  I asked to speak with a Supervisor.  I was passed to a Lead named Pxxx.  I asked him if he was the Pxxx who promised to call me back two weeks ago and never did.  He neither confirmed nor denied that was him.  He did not apologize for not calling.  He did state he was the only Pxxx in the office.  I expressed my frustration.  I told him I spoke with Lxxx Monday and she never called me back.  Pxxx passed me to Lxxx.  I asked why she did not call me back as she promised.  She apologized and stated she was busy.  I asked if she received my e-mail yesterday.  She admitted she was behind on her e-mails and did not know if she received it or now.
    I am extremely frustrated with Lenovo for 3 reasons.
    1.    The laptop sold me was defective.  After it died, I did some searching on the internet and it appears this is a common problem.  I am shocked Lenovo has not addressed this.
    2.    Technical Support ignored my requests for assistance retrieving the files from the defective computer.  The made no attempt to help.  I can only assume the computer has been wiped and the files are gone forever.
    3.    Your Customer Support system is set up to lie to people.  I do not think the people at Customer Support deliberately lied to me.  They were merely repeating the information available to them.  This information is set up to give false shipping data based on a 2 week window.  Two weeks does not sound bad.  Surely you can wait 2 weeks.  On February 26th , I was lead to believe the computer would be in my hands no later than March 12th.  If Lenovo truly ships the computer on the 9th (current estimate), I will have waited 7 calendar weeks.  I am confident, someone knew back in February this would take longer than 2 weeks.  Had Lenovo been transparent from the beginning, I would not be as upset as I am now.
    I would like very much a conversation with someone at Lenovo who can address these frustrations.  To date, I have spoken with agents, leads and supervisors.  It is clear these people are only repeating the information available on their computer screen.  They do not have any ability to contact the projection facility or technical support to research the true answers for my questions.

    Thanks for noting your concerns - I believe we have received your emails and a member of our exec relations team should be working with you to ensure resolution.
    If you need additional help on this, please send me a private message.
    Thanks
    Mark
    ThinkPads: S30, T43, X60t, X1, W700ds, IdeaPad Y710, IdeaCentre: A300, IdeaPad K1
    Mark Hopkins
    Program Manager, Lenovo Social Media (Services)
    twitter @lenovoforums
    English Community   Deutsche Community   Comunidad en Español   Русскоязычное Сообщество

  • Why do I always get redirected with customer support?

    So today I went on the phone with Verizon just to figure out why my internet speed has been slow because I finally got the time too. I used to get around a 2.5 - 3 Mbps speed connection and now I only get a 1.5 Mbps or so connection. This originally happened after a Verizon tech agent came to our house and said that our speed was "too high and it shouldn't be that high" when my internet connection dropped. So he went over to the cable lines down the street and lowered my connection and then comes back and says its fixed. Now he didn't fix anything or do anything for that matter. I had to login MYSELF into my Verizon account on my modem which brought the internet up again. So basically, I paid for the Verizon agent to come and lower my speed and gained nothing from it. However, I still pay the same price as before for the 3 Mbps connection...
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    I feel like this is it... I can't handle this anymore, everytime I go to Verizon customer support I get redirected at least 5+ times for over 2-3 hours just to get one problem fixed. Half the time these morons don't even know what they're doing and just redirect me over and over again.
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    Before you change ISP I would demand a refund for the period of time your speed was subpar. It is true that for a number of different reasons your line may no be able to give reliable higher speeds. If you want to save some $$ look into the 3/1 FIOS plan, that is what I have. It is not an obvious choice on the VZ web site but the price is very fair IMO
    Hopefully by posting here one of the verizon reps will "hook you up" no pun intended.
    If a forum member gives an answer you like, please give them the Kudos they deserve. If a member gives you the answer to your question, mark the answer as Accepted Solution so others can see the solution to the problem. Thanks !!!
    http://forums.verizon.com/t5/Verizon-net-Email/Fix-for-Missing-Inbox-sent-folders-etc-with-Internet-Explorer-11/m-p/647399

  • When going to payment information, why does it say to "please contact customer support to complete this transaction"

    When going to payment information, why does it say to "please contact customer support to complete this transaction"? How do i fix this to be able to purchase apps again?

    Why? Presumably because there is a problem of some kind.
    How do you fix it? By contacting customer support I presume. It's certainly the best (and probably the only) option available to you.

  • Why does it say to contact customer support when I go to make a app purchase.

    Why does it say to contact customer support when I go to make a app purchase.

    We are all just other user's like you.
    To ask them, go to > Apple - Support - Mac App Store - Contact Support

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    Why you don't have Iran or Persia in the customer support of Forge of Empire that is a new game in iPad?

    Dear Barry,
    Thank you for your respond.Please let me know. How?
    Sincerely,
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