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Hewlett-Packard Computers

Hewlett-Packard • Computers • Printers • Scanners • Cameras • Inkjets • Rebates --- News • HP Introduces 'Touchy-Feely' PC • Class Action Challenges HP's Inkjet Replacement Warnings • HP Wins An Inkjet Suit • Inkjet Suit Filed --- • Consumer: Blame Thyself!

Cathy of Wilkesboro NC (09-28-04):
Bought an HP notebook Pavilion zv5160 in May 2004. First the modem died, now I can't print. Hours upon hours, too much time spent on the telephone. Finally, I get a repair order. Today is the 5th time that hp has failed to arrange pick-up of this horrible product. I'm at my wit's end. I shoulda bought a Dell, Dude. I understand their customer service is much better.

I'm a travelling healthcare worker. I need a dependable computer to stay in touch with my agencies. I also need a printer! My sister has entered the JFK 50 miler and I promised her I'd send training tips. I can't do that even though I paid $1800 for an inferior computer product.

HP is almost dead. Nobody is happy with their customer service. I want a refund for this inexcusable hardship.

Jessica of Bellevue WA (09-07-04):
I purchased a notebook and accessories from HP on 8/17/04. I received the accessories in a timely fashion, but my notebook was delivered to a completely wrong address by FedEx.

On 9/5 I was told by customer service that it would take 5-7 business days for HP's Loss Prevention Department to ok the release of another notebook to me. In other words, I would have to wait for that notebook to be built and shipped again. I was given an estimated arrival date of 2-3 weeks from today. This will make it about 1 month’s time before I actually have my notebook. In the mean time I will have taken 2 business trips during which I will have needed this notebook that I spent $1571.99 on.

I specifically chose HP because of the strong brand image they have in the retail sector. I also liked the fact that I could customize my system. I now am extremely frustrated and disappointed with this process and delay. I can't imagine that an enormous company like HP wouldn't want to be more "in service" to its customers. I will wait for this notebook, but I don't know if I will every be a customer again. This has been my worst experience ever when it comes to the service I have received.

What made things worse was that my first contact, Jason Green from customer service, didn't seem to have any empathy for my situation and also hung up the phone on me. I spoke to Rami Boles on 9/5 and he did and outstanding job of answering all my questions as well as acknowledging that this was unacceptable service. I appreciate his honesty and communication skills concerning this matter. However, I should have received that from Mr.Green in the first place. I feel like HP doesn't value me as a customer!

Mark of Wayland MI (08-12-04):
My HP Pavilion laptop hasn't run more than a hour since new! It shuts down 4 minutes after you boot it. It has been "repaired" by HP twice and is still a fine door stop. I am posting it on eBay for parts. I will never buy or *USE* another HP product. (I also had an HP printer that lasted just over a month and is now in the landfill.)

Colleen of Milwaukee (05-21-04):
I recently purchased a new HP Pavilion in March 2004. Within 2 months my screen stopped working and turned black, making my computer useless. I did not spend $1500 to have a computer for such a short time and then have it break. I need my computer for my business. I brought my computer in to Best Buy, which sent it out to HP to be fixed under warranty. I did not have my computer for 2 weeks. When I received my computer back and turned it on, the screen was still black. HP now has my computer for another 2-3 weeks to fix a problem that was not repaired the first time.

I rely on my computer for my job. Without it I can't work. Luckily, I was able to borrow a computer for this month that I have been without one. It makes me very upset, livid, that a problem like this should even occur.

Jim of Goleta CA (04-28-04):
My $250 rebate was denied on a Pavillion PC purchase 12/27/03, allegedly because there was no date on the receipt I submitted. In fact, there were no less than 8 dates on the receipt. I spoke with their rebate center after waiting 15 weeks and they told me to resubmit my rebate paperwork. I did and confirmed they received it (via postal receipt) on 4/9/04. They have neither sent my rebate or replied. I sent an email to HP's CEO, and they responded that they would put me in touch with someone who would help me. This was on 4/7/04. I have never been contacted by anyone from HP. I plan to take them to small claims court. I would never have purchased the pc if not for the $250 rebate.

Nicole of Lindenhurst NY (03-01-04):
I work at a Circuit City, and had a customer come in with a blown subwoofer from his HP media center. Although he had a Circuit City warranty, it was still covered by HP in its 1st year and we were instructed to go through them. Another associate and I were on hold with HP for an hour and a half, being transferred to every department possible but to no one who could actually help us with the problem. To make matters worse, HP's support center is in India and the connection was so terrible that when I finally got someone on the phone, I could barely hear them.

I called Circuit City headquarters in the meantime, and they offered to cover the repair if we got a case number from HP saying that they would not service it. I couldn't even get that. I finally got Carol, the supervisor at the call center, who basically told me that there was nothing that she could do but transfer me (yet again) to a technician. She offered no help and was unable to give me the one thing I needed, a case number.

My manager was so disgusted by HP's service that we swapped out the subwoofer for the customer. This was a $1700.00 computer that HP would not even give the time to fix. Circuit City took a loss by exchanging out the subwoofer, but the customer left with a smile and plenty of gratitude. I'm sure he'll never buy another Hewlett Packard product again, and neither will I.

Contina of Knoxville TN (01-25-04):
I purchased a Compaq Presario 2100 (an HP product) on September 18, 2003. By January 2004 my notebook was already experiencing difficulty. I turned in the notebook to the Circuit City store for repairs, and at the time, they estimated it would be done in 12 to 14 days. When I called Circuit City on the 13th day, to check the status, they advised I call Compaq/HP.

I proceed to call Compaq to speak with a technician, who told me I was contacted by a representative on the 21st of January (which I was not). I have since talked to about five representatives and a manager, and hung up on twice, just to find out that Compaq still doesn't know hwere my laptop is. I returned to circuit city on the 24th, and they told me that the notebook will not be back to the store before February 4th. I have since asked to have the notebook replaced or to get a full refund, considering that I still haven't even gotten the rebates back on the product either.

I feel like I have wasted $1,096.00, which is a lot for some people. Also, the whole process has been very stressful, not to mention the hours I have wasted on the phone with operators. I feel HP has not backed up the warranty on their products, especially for prompt adequate service.

Billie of Boulder (2/25/03):
the 500 series Pavilions have a requirement in the specification sheet to include the Microsoft Works suite 2000 software (online product specification, page 6, under productivity and finance). Two of the units I have purchased do not have this software. HP states: Microsoft is under contract to furnish this software, but are not providing it. Sales dept. is not including it, even if you purchased the unit because the spec. sheet states this is part of the package. I have talked to HP repeatedly and to retail where I purchased one of these units. I purchased the other online directly from HP.

I will have to buy the software, or return the units as unsatisfactory. As stated on your web page, HP credibility has slipped drastically. The first time after dealing with HP for years, I have not had a complaint settled satisfactorily.

Russel of Duncanville TX (2/5/03):
My daughter received a recall notice for the hard drive in her computer. She returned a working computer to HP during the middle of Jan. 2003. She received it back on Feb. 4, 2003. The computer started then shortly afterwards it locked up. Then it gave a blue screen. This was within about one hour of getting the computer back. Technical support has been condescending. A couple times she has been told that she will need to pay for fixing the computer -- fixing it after they apparently broke it.

Margaret of Southampton NJ (1/5/03):
My son bought me a computer on 4/27/02, an HP Pavilion 521C Desktop computer that worked fine for approx. 1 month. Since then there have been numerous complaints to HP & I have lost count of the times on the phone with service techs trying to fix the problem (it will not connect to the internet & trouble with the sound card doing animations). There have been 5 ISP's (Internet Service Providers bought & paid for) & even all of their techs say that it is a problem with the computer & HP will NOT repair it under the warranty as they are supposed to.

I have on audio tape one of their supervisors & another employee (both stating their names) that the only way they will do a warranty repair is to provide a credit card for costs on repairs & collateral. The warranty states that there are no costs involved when the unit is in warranty. This has been going on for 7 1/2 months. They agreed to send a box for shipment & repairs & it never came either & now they tell me the case is closed & there will be no repairs. How long are they allowed to get away with this type of behavior?

My son had to threaten to sue them & a lawyer call them before they would repair his. The warranty is valid until 4/27/03. An interesting statement they also made was that why should they repair the unit before the warranty ran out, they could just sell me another extended warranty.

Lasrry of Windber PA (9/13/02):
I called for help with a problem concerning my recently purchased Pavilion 552x computer. I informed the tech support person (Gary) that I was still having trouble with the sound on my pc. When first turned on there is no sound at all. This problem started approx 3 weeks after purchased. (I purchased this at Staples in Johnstown, Pa and they have a policy of returning purchases within 14 days) I called the tech support of Hewlett Packard and the person I talked to asked me to try another set of speakers. After I found other speakers I tried them and found that the problem still existed.

I called tech support and was informed that I would have to send the computer back to the company for repairs. I was told that I could not take it to and authorized repair shop and if I had purchased an extended warranty I could have taken the pc to the store for repairs. I think HP is discriminating against anyone who don't purchase this extended warranty. I was told I have a warranty good for a year but it's not as good as the extended. I think this is a bunch of crap and so is your computers.

My other computer was over 8 years old and I never had one problem with it. (probably because it wasn't an HP) I'll never buy another HP product. Anyone I know who wants to purchase a computer or any related products I'll be sure to tell them about this. I don't know how you people can keep in business the way to treat your customers.

Dennis of Bethlehem PA (7/29/02):
On 4/16/02 I purchased what I thought was a reliable HP Computer since it had 512Mb of SDRam,400 Mhz.front side Bus, and a 120 Gb. Hard Drive. It also had a CD-RW and DVD Drive. Almost as soon as I got the machine into my home the next day things started to go wrong. The primary thing to go, and my reason for buying the computer, was the CD-RW Drive. That meant that I was not able to back up any of my CD's which meant the machine was practically useless to me.

On June 2, 2002 when I returned from Hawaii and found that the CD-RW was not working, I attempted to contact HP Technical Support for help. Instead all I received was an auto reply saying that someone would contact me within 2 Business Days,which they NEVER DID. I became VERY TIRED of their delaying tactics and contacted Service.Net, my extended warranty provider. After EXTENSIVE TROUBLESHOOTING with one of their Level II Technicians, he agreed to send a technician to my house to run further tests on the CD-RW.

After running SEVERAL DIAGNOSTIC TESTS, the tech said that the CD-RW was faulty and should be replaced. He then even attempted to order the part from HP, but for some reason, HP refused to accept the order. And we're still going round and round, meanwhile I am NOT ABLE to either back up or play ANY CD on my machine. I am asking that instead of replacing the part, which they refuse to do, that they send me at NO EXTRA COST WHATEVER, A BRAND NEW HP Model 772 Pavilion Desktop which is more advanced, and may have a better CD-RW. It must be THOROUGHLY TESTED because I no longer trust HP, and if they expect this computer to be returned, they MUST pre-pay ALL shipping costs.

Cadewell of Fort Wayne IN (6/23/02):
HP PC has been overheating and shutting down ever since I bought it. It is junk. I will not buy any more HP products in the future. Had a bad experience with a HP printer also. No quality here. Had to reinstall Windows 98 in place of XP, the machine kept shutting down when we tried to run programs on it. System freezes and you have to continually reboot, then you get a error saying it will shut down in 5 seconds because the cpu temperature is too high.

It sounds like the CPU fan may have fallen off or burned out. It is pretty simple to check. Cadewell should find a friend with a screwdriver who could open the lid and look.

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