Complaint Review: HP - Palo Alto California

I just had to write this email concerning my horrible experience with HP customer support team. I have been an HP/Compaq customer for as long as I can remember. I was an avid, loyal customer, only purchasing HP computers and printers for my personal and business use. My HP computer crashed on me while on a consulting trip in South Africa Jan 2017. I went to Incredible Connections and purchased a HP Pavilion Model 14a1004ni, SN5CD6413ZKJ, Product ID X7F88EA#ACQ. I noticed that the battery was not charging to it full capacity while in Cape Town but found out that the only HP service center was in Randberg, near Johannesburg. In the meantime, the warranty expired. Returning to the US on April 4, 2018 I called the HP customer care line (CN 5012485094) to order another battery as the charge is only 69%. We have since discovered that many other customers are having the same problem.

To my dismay, Customer Service could not find the model of my computer, the part number, or any compatible battery. They referred me back to South Africa! I pleaded that surely, you must have a contact within HP to contact South Africa and at least help with the part number or compatible battery. In frustration, I asked to speak with a supervisor and got Pablo. He retorted the same story and stated that he only served US and Canada. No, they could not find the part, had no contact within HP to help, no one he could contact in SA to access the information and closed my case. We had to get outside help to open the computer to access the battery, and get the part number, 849568-421, HP SEO3XL. I called HP back with the info, to get the battery, they hung up on me and did not call back. I need my HP computer to run my business and in trouble if I cannot access replacement batteries to run my computer.

I assumed HP was a global company, with functional departments geared to assist clients worldwide. I am sadly disappointed. So much for global integrated Customer Service. Subsequently, Mike Skarn from HP's executive team contacted me concerning Case#5012697049. However, I am still left with a HP Pavilion computer that is unserviceable in the USA. I fell that I am being penalized for being a brand loyal HP customer. I purchased the HP Pavilion in South Africa because I thought I was patronizing a globally integrated brand that would support me and stand by their products no matter where in the world the product was purchased. I am horrified that this is not the case with HP. It should be stated clearly on the box that if you purchase this product in X country, it will not be supported in Y country in regard to parts or service. This will prevent international executives like myself purchasing HP products outside the USA in a crunch and expecting HP to service or find parts, batteries, etc. when we return home. Just be transparent and tell us. I am equally horrified to discover that HP does NOT have an internal global database of all its products. Major oversight, and disaster for international customers like myself when trying to get authentic HP parts for computers purchased outside the USA. Mike Skarn asked me the magic question, "What would make you happy?" To his shock, I told him.

My ideal solution is for HP to provide me with a HP computer that is serviceable in the USA, where I can easily access backup HP parts, to accompany me on international consulting projects. This would eliminate the risk I took by standing by your brand and purchasing an HP computer outside the US, expecting seamless global service, recognition and access to HP parts upon my return home to the US. Mike burst out laughing, stating that that would never happen, and gave me the corporate spiel. I reiterated to Mike that "you asked me, the customer." From his reaction, I have no recourse but to recontact you Mr. Weisler. I sure hope you are not laughing. My other alternative is to resort to social media to warn other international consultants, business men and women concerning the risk I have outlined in this case and advise them not to purchase HP products outside the USA if they encounter a problem such as I was confronted with in South Africa, as they will be stuck with an unserviceable product when returning to the US. And, that the HP product they purchased outside the US, along with any HP replacement or compatible parts will not show up in the US HP product/part database. I also urged Mike to call the HP Customer Service Support number posed as a customer, not an HP exec and experience how a customer with this issue gets treated. The bottom line is the final decision in this matter rest with the CEO, Mr. Weisler! I received another call from Tara from the HP C suite. She apologized to me for being laughed at, offered me a token $135 gift certificate towards my next HP purchase, still not addressing the fact that I spent $1335 for a computer that is still unserviceable in US, and she could not even access the computer on her system. Buyers beware!!!