Complaint Review: HP Smartfriend Computer Tech Support -

Called HP tech support to find out why data transmission through the usb type C port was slow on my brand new HP laptop. Told me there was firmware available for free download that would increase data speed. When I called back to get the download was told I am out of warranty and need to pay $49.99 to get THE "FREE DOWNLOAD".  

The call was clearly outsourced to India and the guy spent 30 minutes convincing me that my problem would be solved within the next few minutes. He assured me after hearing the details of the issue that this was something they could help with. I was not worried about providing my credit card info because I have been using HP products since the 90's and thought I was dealing with a reputable company.

I paid the $49.99 and was transferred to a tech support agent who immediately told me there is no such firmware available for download and never has been. He also said their sales department will lie and say anything to get your money and he was sick of dealing with frustrated angry customers.

Right away I asked to be refunded since they clearly could not provide the firmware and was told there is no way to get a refund without speaking to a case manager??? I was told someone would call me within 3-4 days???  I work 12 hour days and told them the hours I would be available to take a call.

The case manager ignored that information and  called while I was at work in a meeting and left a message with no contact info. I called back and after a long series of transfers with extended hold times was told I would have to start the whole process over again. This went on for several cycles each call lasting more than an hour with ridiculously long hold times and dead end transfers and disconnects where I would have to call back and explain over and over again the reason for my call.

I spent hours arguing with "supervisors" who were rude and dismissive. After 2 or 3 weeks I was finally able to get a case manager on a call. They promised to cancel and refund within 5-7 days.  Weeks go by with no refund. By this time I noticed they had also charged an additional  $14.99  to my card. I called back and am told I cannot get the 49.99 refunded and that they plan on charging a recurring $14.99 a month.

After arguing with their outsourced Indian supervisor for another 45 minutes I was set up once again to have a call with a "case manager" which is supposedly the only way to cancel. Finally got on a call a week or so later with the elusive case manager who promised to cancel and sent me an email confirming cancellation.

I finally got the $49.99 refunded and was assured there would be no further charges so I thought it was over. 3 months go by and they start charging my card $14.99 a month again. I call back and find out she did not cancel my service but gave me 2 free months and started the billing again???? I have been trying to cancel this again for 2 weeks now with no luck.

I am cancelling that card. This is a SCA|M - all this time and trouble and I have never gotten anything from this company. In addition there are now several scam companies from India trying to call me to offer tech support trying to gain access to my computer. STAY AWAY FROM HP SMARTFRIEND.

I WILL NEVER EVER BUY ANOTHER HP PRODUCT OR SERVICE AGAIN- Where are the government agencies that are supposed to shut these scams down??? THIS IS THEFT AND FRAUD - BUYER BEWARE!!!