- Report: #447136
Complaint Review: Hewlitt Packard - Palo Alto California
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Hewlitt Packard
3000 Hanover Street Palo Alto, 94304 California, U.S.A.
Phone:
650-857-1501
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Hewlitt Packard Terrible Customer Service Palo Alto California
I have a very lightly-used HP C5280 All-in-one printer/copier/scanner that mysteriously stopped working. This is frustrating enough but it got even worse when I tried to find out what was wrong with it.
I thought internet chat would be the easiest so I went to HP's website and tried to get some help. My first hint of trouble came when the "tech support" guy said his name was Jagdeep Singh. After clearly stating that I was having trouble COPYING and that ALL other functions (i.e. printing from my computer) were working fine his first question was, "What are you trying to scan". I guess COPY doesn't translate easily from English to Indian.
After getting that little issue squared away I swear to God he asked me HOW I was trying to copy. WTF? Do I have to explain to this guy HOW his product works? I mean how many ways are there to copy something??? (This product doesn't have any "hi-tech" features - it's just "put the paper on the glass and hit "COPY".
I never thought someone in tech support could be so incredibly stupid.
I thought I'd have better luck trying them on the phone. At the very least I was hoping to speak to someone in this country. It was not to be. I could hardly understand the heavily-accented Indian voice which explained to me that I simply needed to "upgrade" my copier. Upgrade? That's as idiotic as telling someone whose car doesn't start that everything is fine you only need to "upgrade" your car and you'll be all set.
In desperation I called HP in an attempt to locate a service center. Of course that "feature" was temporarily unavailable (maybe they need an "upgrade").
The thing that is so aggravating is that HP is taking the attitude so many others are taking (Dell is another great example of this) regarding customer service. "We already have their money who cares if they're happy with our product. We can pay Indians 13 cents an hour to talk to our customers until they get frustrated and hang up". As a result, people like you and me end up talking to some 13-year-old Indian who knows absolutely nothing about the product.
If you buy an HP product you better be good at fixing electronics because they sure aren't going to help you!
James
Milwaukee, Wisconsin
U.S.A.
I thought internet chat would be the easiest so I went to HP's website and tried to get some help. My first hint of trouble came when the "tech support" guy said his name was Jagdeep Singh. After clearly stating that I was having trouble COPYING and that ALL other functions (i.e. printing from my computer) were working fine his first question was, "What are you trying to scan". I guess COPY doesn't translate easily from English to Indian.
After getting that little issue squared away I swear to God he asked me HOW I was trying to copy. WTF? Do I have to explain to this guy HOW his product works? I mean how many ways are there to copy something??? (This product doesn't have any "hi-tech" features - it's just "put the paper on the glass and hit "COPY".
I never thought someone in tech support could be so incredibly stupid.
I thought I'd have better luck trying them on the phone. At the very least I was hoping to speak to someone in this country. It was not to be. I could hardly understand the heavily-accented Indian voice which explained to me that I simply needed to "upgrade" my copier. Upgrade? That's as idiotic as telling someone whose car doesn't start that everything is fine you only need to "upgrade" your car and you'll be all set.
In desperation I called HP in an attempt to locate a service center. Of course that "feature" was temporarily unavailable (maybe they need an "upgrade").
The thing that is so aggravating is that HP is taking the attitude so many others are taking (Dell is another great example of this) regarding customer service. "We already have their money who cares if they're happy with our product. We can pay Indians 13 cents an hour to talk to our customers until they get frustrated and hang up". As a result, people like you and me end up talking to some 13-year-old Indian who knows absolutely nothing about the product.
If you buy an HP product you better be good at fixing electronics because they sure aren't going to help you!
James
Milwaukee, Wisconsin
U.S.A.
1 Updates & Rebuttals
James
Milwaukee,Wisconsin,
U.S.A.
HP finally admits the truth
#2Author of original report
Wed, April 29, 2009
I tired calling HP again (out of sheer desperation). I was extremely impatient at the incompetence demonstrated by the HP "technician" and asked her point blank, "Do you or do you not know ANYTHING about this product". She kind of stammered and said, "I don't know anything. You have to pay an additional charge if you want tech support." So there you have it from the horses mouth. The "technical support" people you contact are there only to take your credit card number and ony then will they transfer you to the experts. On a side note I called a Staples in my area and talked to one of their associates. I explained the problem (see above for details) and he immediately explained what the problem was. (I forget the name of the part but the light source that moves back and forth under the glass, was broken which clearly explains why it will print from the computer but won't copy). It's pretty sad when some guy making maybe $12/hour can give better tech support than a multi-million dollar corporation. You folks can consider yourself warned: Buy HP and they WILL abandon you!
