GottaLovet

HP, or Hewlett Packard, sells horrible computers. And above all, they offer terrible customer service. Let me tell you briefly what happened.  Andrew father’s wife, ordered a power cord for her HP laptop. She ordered it on May 12th and paid extra for expedite delivery. Two weeks later, she didnt get the product. I called for her because she is shy and she doesnt how to demand things. I called Monday and a customer service rep named “Tyler” promised to credit ”me” for the shipping fees, after I demanded a credit, and promised delivery of the cord next day. Now in the English language next day means next day… Right?

Ok, now the next day, Tuesday, came around and there was no package. I called them back, under the guise of Andy’s father’s wife,  and spoke to a rep named “Wilson” and he said that package is scheduled to be shipped on Wednesday. I told “Wilson” I said, “Look sir, I am not in the business of wasting my time and playing games. I was told by the last rep that I was going to get the package next day and I still dont have the package.” He kept apologizing and not giving me the answer that I wanted, so I asked to speak w/ a supervisor. The phone “coincidentally” disconnected. I’m like, “Ok, if they want to play, I’ll play. I’m on vacation. I have all the time in the World.”

I called back and a rep answered and I immediately asked for a supervisor. The rep asked me what its concerning and I gave her a brief synopsis of what happened. The rep appeared to have an Indian accent. She apologized about what happened and said that the packaged is scheduled to be shipped on Wednesday. I told her I want a credit or discount for my inconvenience. She said that she cant give me a discount. I told her that the company can afford to give me a discount and she said she cant. I asked her for her name and location and she told me her name is “Ruby” and she is located in India. I asked her to transfer me to a supervisor in the United States. She placed me on hold and again, the phone “coincidentally” disconnected.

I called back a third time and I was heated. A female rep, in the United States, answered and I asked to speak with a manager. She asked me if there was anything she can assist me with and I told her “No.” So I waited again for a supervisor and when I finally got one I insisted for a discount. He told me he can give me a $50 credit towards the order. I was very happy until he said that the total order will be $90 plus dollars. I said, “What?!, how can the product, before the discount, be $90 plus when the actual product is $80 plus?” He said that after the shipping charge everything will come up to $90 plus not including discount.

I told him that I should NOT be charged any shipping at all since I paid extra for shipping before and I didnt recieve the product yet. Also the prior rep “Tyler” told me he was going to take care of the shipping before. He said that the $50 credit will include the shipping charge and I should take it or leave it. This rep named “Jarel” was very rude. And the worst part about it was he was a supervisor.

I asked him, “Sir, are they giving away management titles at your job?” He continued to ignore me and kept saying, “As I mentioned earlier I will give you a $50 credit take it or leave it blah blah blah.” I was upset because both of us were talking at the same time and he was hella rude. I dont like to cause trouble with customer service reps because I truly believe that not all customers are right. However, in this case I dont believe that “I” should be charged for shipping. It should be a courtesy.

I understand if the guy were to give me a $30 dollar credit and that extra $20 goes to shipping. He didnt have to tell me that he was going to charge me for shipping. But the fact that he was going to give me a $50 credit and charge me for shipping was wrong. So after about 2 minutes of both of us talking at the same time, the call “coincidentally” disconnected. I called back again what appeared to be the 5th time. I spoke to a rep named “Keith” and he told me that he cant give me a discount at all. He said that it is noted that “Jarel” promised to give me a $50 credit but he would still have to charge for shipping. After thinking about it and realizing that the product is not actually for “me”, I asked Keith how much for everything. He told me that the order was cancelled by “Jarel”. I was amazed. I didnt think anyone had the authority to cancel an order without the customer’s consent. I thought, “Wow, HP has a lot of power to cancel anyone’s order without their permission.”

I told Keith to forget about everything and he told me that if I want the power cord I have to start over but I cant get credit for shipping. There was no suprise there. And, out of curiosity,  I asked him if the order was shipped in the first place and he said “No”.

I hung up with HP and I told Andy’s father’s wife everything about what happened. She was happy and stated that she will buy a universal cord at BestBuy or something. A few moments later, the phone rang. She picked up and gave the phone to me because she realized it was HP. A rep named “Alex” called and told me that he was aware of the situation and that he was going to ship the products for next day delivery even though he said they may arrive on Thursday, which is not next day. He said he will honor the $50 credit but will charge shipping. I asked the wife if she still wanted the product and she said she will take the offer as long as the product arrives no later than Thursday. I asked “Alex” can he guarantee me that the product will get here on Thursday, but again with an attitude he said that we will still charge shipping blah blah blah. I told him, “Sir, you are not answering my question. I asked you can you guarantee me that the product will get here no later than Thursday?” He said, “No.”

I told him that he should forget everything and I hung up. I told Andy what happened and he said the reason why they called back was because since the other rep “Jarel” cancelled the order w/out my permission, they wanted to call back and get it on record that you wanted to cancel. It’s a shame because his father’s wife bought everything from HP and this is the thanks she gets. I am so thankful that I dont do business with HP and never will.

Trust me, there is no company out there that always offer good customer service, but there are companies out there that offer more.