WORST CUSTOMER SUPPORT EVER + COMPLAINT

Question

WORST CUSTOMER SUPPORT ISSUE EVER - I purchased an HP Laptop in Sept 2011.  I had an issue with my SD card reader and some flickering upon Startup on my screen.  I was on the phone with 3 reps only for them to tell me that bc I was calling from a Canadian line, they had to transfer me to a Canadian rep (after I had already spent 50mins with an "American" rep).  I called the number that was on my HP Support Assistant.  After being transferred to my 4th "Canadian" rep, I asked them to call me back asap on my landline bc my cell phone was dying.  Waited 10 mins - NO CALL.  Had to charge my phone to use my browser on it bc I was left in the middle of a trouble shooting issue with no access to the internet to then look up a Canadian HP support number.  Now on the phone with my 5th HP support rep, had to re-explain my issues with my laptop, he remotely tried to troubleshoot my issues from INDIA (Jon) he says his name is, and still no success.  Total time on the phone now with HP 2+ hours.  I asked to speak to the supervisor.  Put on hold for 20 mins.  Then my landline cordless phone DIED. "Jon" calls me back and puts me on hold again but none of my phones have any battery life so I asked numerous times for a box to be sent to me and he kept telling me I had to HOLD for a supervisor in order to authorize for a box to be sent to me.  I hung up.  I repeatedly told Jon, we attempted all the troubleshooting and driver updates and that I had to get off the phone immediately.  WORST EXPERIENCE EVER WITH A CUSTOMER SUPPORT LINE AND STILL NO REMEDY TO MY ISSUES.  I don't even know where to send a complaint.  My frustrations with this laptop and customer support are through the roof bc I still have no remedy to this issue.  {Personal Information Removed}  And who knows if a repair box is even going to get sent.  This is not a good situation for a grad student dependent on their laptop.  All my contact information is in the ticket number.  Hope that if someone from HP ever contacts me in regards to this issue will have a quick solution as I have spent more than enough time on the phone with them. 

Answer 1

You're a close second in the race for worst experience but I think I win. I purchased my Pavilion on 11/28/11, under Walmart's special return policy eff. 12/26/11. That meant I had until Jan. 10 to return.  Didn't even open and register until after Christmas as it was a gift to myself. On the 8th, I encountered some issues,  shut down, rebooted later , had the same happen again. Tried twice more and gave up. On the 9th, same problem, finally got a HP # from a neighbor's kid, b/c I couldn't w/o a manual or laptop. Got some  iYogi company who checked for viruses, etc and tried to frighten me into buying more spyware. They were actually affiliated w/HP, I found later. After that waste of time, went to my neighbor's again to google a number, got the correct one and began my nightmarishish journey into HP hell. Christina kept me on the phone an hour that night, checking for problems, setting into motion updates which she told me should correct the problem. I told her I was just going to return it the next day but she said to wait, to give them a chance to correct the problems first. She felt sure the updates would do it. Updates ran all night  and were still running when I returned from from work the next day! I called tech support and it just got worse from there. In 9 days,  I talked / held (for12 hrs&35 min) to 14 reps. Only 5 of were not rude and could be understood, the remainder horrible, absolutely horrible.  By wasting my time with these people and allowing them to railroad me with their repeated attempts at recovery, I missed my window of opportunity to return the piece of junk.  Oh - the salt in the would was that on the 13th, I spent one hour holding until they finally figured out the HP was having technical problems. The irony.... 
Anyway, when I discovered I couldn't return it, I thought, surely they will replace it or refund my $$, after all  they are the self proclaimed "pc leader". They can't just not replace it or give me a refund, can they?  I mean, this is America, that's what you do. Little did I know that they do indeed have in place the dreaded 21 day policy I'd read about in complaint forums. Before I realized this to be true, I accused  a couple of tech support staff of stalling while that period expired. They denied it of course, just asking for "another 5 minutes" of my time. Apparently this is part of the "HP process" after all. They hold you, your time and your laptop hostage until they're satisfied that you have no recourse but to allow them to repair it and return to you. Now - I will be stuck with this worthless piece of ****. Whether it works or not after it is returned to me, I don't care. I will buy another and try to sell this on Craig's list.  I have no confidence in their product and will NEVER buy another or speak to another HP person as long as I live. I could go on and on about the ludicrous, pathetic service I received because it is almost unbelievable but I'm sure most already know how insanely loathsome it is.
There is only thing that could make me feel better about this experience and wasting my hard earned 359.00. That would be to locate an HP store, taking the piece of trash there and throw at someone, watching it shatter into a million pieces. Unfortunately, I can't even get that satisfaction, as the nearest store is 200 miles away. So instead -  I'm going to copy and paste this complaint on every site even remotely related to electronics, including Walmart's, Best Buy, etc. I'm going to email it to all my friends, associates. And then I'll put it on Facebook.    I do have a Case Manager  # for you  though, although I hope that surely by now you don't need it. {Personal Information Removed}  Knowing these guys, though, you probably still have no resolution.