My last computer was a Dell and it lasted me almost 10 years. Recently, my husband decided he was sick of hearing me whine about how bulky it was and how my camera was fuzzy, so he bought me a brand spanking new HP. It lasted not quite five months. Last month, the machine revolted and started operating on it’s own. The mouse took over and started randomly opening windows and menus. I couldn’t even check my e-mail without the window resizing and task bars popping open all over the screen. The thing was possessed.
My husband repeatedly made adjustments, installed updates and did whatever other techy things he does to my devices when I complain. But a few weeks later, the computer was still acting like a rebellious teenager. He finally contacted HP support for assistance and this is where the wheels completely fell off the bus.
The “support specialist” informed him that he would need to jump through approximately 843 hoops before they would take over and fix their defective computer. He proceeded to jump through every hoop, including a factory reset of the computer, at which point the computer was worse than it was prior to him contacting support. He couldn’t even get to a start screen after the “support specialist’s” expert assistance. When my husband asked if he could drop it off at one of their many authorized repair centers near us he was informed that he would need to ship the computer to Texas for repair (because that makes sense). He was told that a box would be shipped to us and it would take about 3 weeks to complete the repair. A day later I received an e-mail that a box was being shipped via FedEx to:
11500-11598 JENNY DR
FARMBROOK DR. TROY,
WARREN MI 48093
That is not even an address. The middle line is part of my address, but two cities are listed and apparently HP expected FedEx to knock on a lot of doors on Jenny Dr. to find the right house. They may as well have listed my address as the blue house on the corner in a suburb north of Detroit. I received a call from FedEx 4 days later (HP guaranteed overnight delivery) stating that the package could not be delivered as addressed. No shit. When I spoke with someone at FedEx he actually said “that’s not an address, there are two cities listed”. I think the range of street numbers looked more like a sign in a hotel than a home address.
After finding out that they tried to ship an empty box to the wrong address even though I corrected them in two separate e-mails, I was finally fed up enough to call HP myself. And when I did, I understood why this was such a nightmare. Their customer service department is run by idiots. Not just run of the mill idiots, but full-fledged morons. It’s almost impossible to get an answer and when you do, it completely contradicts what the last person said. I talked to three people and each one had a different answer for why the unit had to be shipped to Texas. I was finally instructed to take it to a local repair center by Idiot #3 and given a repair ticket number. When I talked to Idiot #3’s supervisor, I was informed that I should wait for the box to ship it to Texas and that I should call FedEx to find the missing box myself. He said there were no authorized repair centers in my area.
The best conversation I had was with “John” from the Complaint Escalation Department, apparently located somewhere close to New Dehli. His title was pretty appropriate since he certainly escalated my complaints. He told me that the guy who gave me the local repair shop information told me where to bring it but that didn’t mean HP would be paying for it. He sounded like a con man trying to find the loophole to get out of taking responsibility as he told me I didn’t ask if I would have to pay for the repair myself if I used one of the authorized repair centers listed on their own website. He said for them to cover the cost I would have to get a quote and call him back to request a payment from HP that only he could approve. That is the worst pick up line I have ever had used on me. He actually said “we can’t just give you an unlimited budget!” as if he was doing me a favor. I could hear his smile through the phone when he said that of course his colleague could give me the name of a repair shop but that didn’t mean it would be covered under the warranty and that only repairs made in Texas were covered. I’ll bet he was wearing a cowboy hat when he said it too. When I finally asked for his supervisor I was put on hold while he ate lunch and went to the bathroom before being told that his supervisor would call me back. When I asked for the supervisor’s contact number he said he would love to give it to me but he didn’t have it. I’m not sure if this was another pick up line or not…
Since the time I got off the phone with “John” I have talked to two FedEx employees and the repair shop and all of these people have been helpful and friendly. The repair company seemed to have a lot of experience with HP and knew they were dealing with morons. They even said that the parts would take a little longer to arrive since they were dealing with HP. At first I thought maybe I was just being a Karen about the situation asking to talk to the manager repeatedly, until I talked to actual customer service representatives who understood that the title of their job meant to assist customers. I’m fairly certain every person we talked to at HP was under the impression they had no obligation or inclination to help us resolve an issue that was due to them selling us a defective computer. It was like dealing with the government.
When “John’s” supervisor finally called me back she immediately tried to place the blame for the delivery on FedEx. I explained that I had an e-mail from HP which listed the wonky address. She tried making excuses for why I got different information from different customer service representatives. I asked if their policies changed hourly or why their employees did not know their own policies. She tried to disregard “John’s” rudeness as a communication problem. I told her that it was clear that he did not like my tone and was attempting to put me in my place. She made excuses for all of their mistakes and justified their abysmal customer service while telling me it was “my right” to have repairs performed on their defective merchandise at my own cost. At the end of the call she thanked me for my loyalty and I asked what the hell script she was reading from because I was not a loyal customer in any way. I also told her that I really didn’t need to hear her say she was sorry that I was experiencing this issue repeatedly. I needed her to do her job and resolve my problem. At the end of the call she said as a one time courtesy she would do me a favor and extend my warranty for one year. At that I laughed and said it was not a courtesy or a favor and that I would be selling the computer as soon as it was repaired.
I also informed her that my husband ran right out and bought me a brand new Dell the minute he heard this repair would take a lifetime to complete. You may fool us once, but never again. While waiting on hold multiple times to speak with several “supervisors” I came up with the real meaning of HP…. Highly Problematic. I have to say, I love my new computer and it is everything my HP was not. Most importantly, it works!
*I wrote this piece while listening to the angriest man in punk rock – Mr. Henry Rollins. Thanks for keeping me focused Hank. It’s been a week!