- Report: #4328
Complaint Review: Hwelett Packard - Valencia California
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Hwelett Packard
24730 W. Rockefeller Avenue Valencia, 91355 California, U.S.A.
Phone:
1-661-257-5565
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Hewlett Packard Company Failes to Support its Legacy Products
After the purchase of a HP scanjet 3200c scanner for my office I was able to use the unit about 5 months. When I upgraded my system to windows 2000 I lost my investment. Why did I lose my investment, you might ask? I lost my investment because the Hewlett Packard company decided that I did not deserver their assistance in writing an updated driver for this scanner.
They decided that they were not going to support this scanner in windows 2000 even though the product was still in the stores on the shelves when the Windows 2000 OS came out! This company stated plainly on their web site that they would not support the scanner for legacy customers.
After several letters of complaint about this issue to the company by myself and numerous other jilted customers I am sure, Hewlett Packard decided to support the scanner, or so they claimed on their web site. To this date there is only a non functional download on the web site that claims to be for the purpose of updating the scanner drivers.
his is a major indication in my opinion of the Hewlett Packard "Commitment to Customer Support" and should server as a grave warning to anyone who is considering the purchase of their products. Their computers will also require updates and I would be very skeptical of their desire or ability to help their customers with complicated drivers when they are unwilling or unable to supply a simple scanner driver in a timely fassion.
I urge consumers to take a stand on this issue and contact HP by email, or better yet contact them through your purchasing decisions whenever possible. I have sent a blanket memo within my department forbidding the purchase of HP products on the grounds of their failure in customer support. I appreciate your time in reading this material and I ask you to tell others of this blatent example of HP's disregard for its customers "after the sale"
Click here to read other Rip-off Reports on Hewlett Packard
They decided that they were not going to support this scanner in windows 2000 even though the product was still in the stores on the shelves when the Windows 2000 OS came out! This company stated plainly on their web site that they would not support the scanner for legacy customers.
After several letters of complaint about this issue to the company by myself and numerous other jilted customers I am sure, Hewlett Packard decided to support the scanner, or so they claimed on their web site. To this date there is only a non functional download on the web site that claims to be for the purpose of updating the scanner drivers.
his is a major indication in my opinion of the Hewlett Packard "Commitment to Customer Support" and should server as a grave warning to anyone who is considering the purchase of their products. Their computers will also require updates and I would be very skeptical of their desire or ability to help their customers with complicated drivers when they are unwilling or unable to supply a simple scanner driver in a timely fassion.
I urge consumers to take a stand on this issue and contact HP by email, or better yet contact them through your purchasing decisions whenever possible. I have sent a blanket memo within my department forbidding the purchase of HP products on the grounds of their failure in customer support. I appreciate your time in reading this material and I ask you to tell others of this blatent example of HP's disregard for its customers "after the sale"
Click here to read other Rip-off Reports on Hewlett Packard
2 Updates & Rebuttals
nothing but trouble
#20
Wed, January 02, 2002
They filed the following rebuttal to the above Rip-Off Report:
Their email: [email protected]
Their name: Terry Woods
Their relationship to the company: Owner
Rebuttal:
I have purchased a Hewlette Packard Model6653C it is less than two years old and I have had nothing but trouble out of it. It runs very slow, I keep getting the box that appears You have completed an ilegal operation for no reason. I have had to fix and restore on several occasions and I am very dissappointed with this product that I have spent alot of money on.
HP decides to act after multiple letters
#30
Fri, May 11, 2001
After a bevy of letters and hate mail from me, and the many other owners of the scanjet 3200c I am sure, HP has graciously provided a working Windows 2000 driver solution for their HP scanjet 3200c scanner. After downloading the driver and installing it I find that it functions correctly...so far. I am however dissappointed at the EXTREME delay in the release of this driver. I am also shocked at how indifferent HP technical support and management was from the offset when they stated they would not support their product with a new driver for Windows 2000. This situation cost me, and many other owners of this product, I am sure, a large amount of grief and reduced productivity as it was a requirement to stop what you were working on in Windows 2000, reboot into windows 98 in order to scan images, and then reboot into Windows 2000 and continue your work. This caused a break in creative train of thought as well as a considerable distration which occured SEVERAL times per day. Although I am satisfied with the final solution that Hewett Packard has provided. I will not soon forget the nightmares that their company decision cost me in this situation. I would find it VERY DIFFICULT to reccomend Hewett Packard computer systems or peripherals to anyone who is serious about their bussiness and requires stability, reliability and service after the sale. If you do choose to purchase HP products I would stongly advise that you maintain a backup plan and be prepared to scream for justice when needed. This company is NOT customer centric unless you are a branch of the Federal Government spending a few million dollars with them.
Sincerly
A FORMER HP CUSTOMER
