Monday, October 14, 2013

Hewlett-Packard (HP) Non-Support

HP Computer Support Does Not Have the Right Department


Where to start . . . . well let’s start from the beginning. I ordered a new computer from Cost-Co. I use my computer on the average of ten hours per day seven days a week and it was time for an upgrade.

My HP ENVY 15t Quad 1080p TouchSmart Laptop, Intel® Core™ i7-4700MQ 2.4GHz laptop arrived as promised and I am very happy with it. It is easy to use and so much faster than my old computer.

My sweet husband Paul suggested that I get a docking station so that the laptop could be used as a desk top as well. I called HP Support; explained what I wanted to do; and the nice lady sent me a link for a HP 3005 PR USB 3.0 Port Replicator. She explained that it would do everything I wanted!

The HP 3005 PR USB 3.0 Port Replicator was delivered last week on 10/07/2013. Paul and I tried to set it up but it did not work at all. Therefore I called the HP Tech Support. After they tried unsuccessfully to help set it up, they said that the replicator was faulty.

Ari, HP Tech Support person, issued me case number - #4712051556. They promised a replacement replicator which would reach me in two days.

10/08/2013 I received this email from CSR Order Validation :

Good Day: You have ordered 1 SPS- USB 3.0 Port Replicator on 10/7/2013. Please follow the attached link below and fill out the web form so that your order may be processed. Please submit your verification form today to ensure your order is processed in a timely manner. Please ensure that you are filling out both of these sections correctly in the URL.

I completed their form immediately and attached the photo they requested.


HP 3005 PR USB 3.0 Port Replicator
(Numbers Blurred On Purpose)

Two days later, another email was received. This one, also from CSR Order Validation csr_order_web_validation@hp.com, stated:

Greetings, Thank you for your response, however we need a picture of the serial number tag that is affixed to the outside of your Hewlett-Packard device you are requesting warranty parts for.

Please reply directly to this email and attach either submit a copy of your proof of purchase or a picture of the serial number tag.

Therefore I sent them this photo:

HP 3005 PR USB 3.0 Port Replicator
Numbers Blurred On Purpose


10/14/2013 - I was patiently awaiting the arrival of my HP 3005 PR USB 3.0 Port Replicator. Therefore, imagine my disappointment when this email arrived:

Greetings, Thank you for your response, however we need a picture of the actual serial number tag that is attached to the HP computer you are requesting warranty parts for. Please reply directly to this email and attach either submit a copy of your proof of purchase or a picture of the serial number tag that is affixed to your Hewlett-Packard device you are requesting warranty parts for.

Okay, now I am confused – do you want a photo of the HP 3005 PR USB 3.0 Port Replicator that I am requesting you replace because it is defective and never worked? Or do you need the serial number tag that is attached to an HP computer?

I have a brand new HP Laptop, however I am not requesting warranty parts for it . . . .

I thought I had better call the tech guy again and get clarification as to what they really want.

Conversation with HP Computer Tech #1


It is now 10/14/13 and I still do not have the replicator. I tried to call the tech that helped me first (Avi 1-800-334-5144). Off course the HP telephone lines were experiencing heavy traffic and I had to wait my turn.

Even though I called the telephone number I was given by my original tech, once I spoke to a person, I was told I got the wrong department; they transferred me to 1-800-474-6836.

Conversation with HP Computer Tech #2

Again the lines were busy and I had a lengthy wait. After explaining my situation again, Mathew told I had the wrong department and transferred me to 1-888-237-8454. 


Conversation with HP Computer Tech #3

After yet another lengthy wait for a tech, I explained my situation and give my case number to Angel. You guessed it, Angel put me on hold so that she could connect me with the right department.

Conversation with HP Computer Tech #4

That brought me to Lope at 800-474-6836. However, she could not locate my case number. She wanted to start over. Nope I said, Mathew found it and Angel found it – try again . . . . Awe she found my case number . . . . yup you guessed it – she has to transfer me to the right department

I told Lope enough – please give me a supervisor – she did not do it . . . she quickly transferred me to Lata at 1.800.334.5144.

Conversation with HP Computer Tech #5

So then I was speaking to Lata (not a supervisor a tech support) whose phone number is 1.800.334.5144.

Wait a minute - 800.334.5144 is the first number I called on this gloomy odyssey. 

 

I begged to speak to a supervisor. Lata could not do that – I was required to give her all the info I supplied all the other techs I spoke to.

Lata sees that I have sent in the photos requested . . . . Lata (you guessed it) put me on hold so that she could talk to the “right people” in the right department to help me with my problem!

After another lengthy wait on hold, Lata says that she found the right department but now they are closed! She will call me back within the next 24 hours after the right department opens and she can talk to them and find out why they are not sending me the replacement.

You have to admit that this tale is sadly funny. I was going to get my nails done tomorrow, but had better wait by the phone for my “transfer to the next right department!”

How has your experience with HP Support been? Leave me a comment – Positive or negative. 


I will post an update as soon as my adventures with HP Tech Support progresses.  However, at this point Oma does not love  Hewlett-Packard Support.

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