Here is my plight from the recent encounter with HP support people.
I have been using a Compaq presario R4000 notebook pc for around 2 years now. It cost me around $1500 then from HPshopping.
While it was new, it worked as every new product works. But the problems started as soon as my warranty was finished.
The pc started to overheat and shutdown by itself without warning. THe problem remained even after multiple fresh installs to make the cpu downclock properly (i.e. if the problem was with the cpu.) The laptop got so hot, it can burn the skin.
Now recently the hinges have started opening up for no known reason. As if that was less, Now the laptop also gives electric shocks from various places.
Lastly my charger gave away making it a complete paper weight.
This is only my experience with the product. Now here comes the support center.
I came to India with this notebook pc in February for work. Since the charger died, I had no choice but to contact HP again. I called their toll-free number in US which is not toll-free if called from outside(valid enough on their side). An agent just said they cannot provide me with the charger because it is not a model sold in India. He also added that neither can they repair the notebook pc as they dont have any spares here.
At this point you should have seen my cousin bro using a Dell laughing at me like crazy. DEll people called him up from US and made sure his pc was running in 3 days. Mine's died completely for more than a month now.
I also requested them that I will pay whatever the shipping charges, but the request never went through. I requested a call back from Special support. The Agent's name is Tanuj with whom I talked during the last two calls.
The call never came( no missed calls on the mobile phone screen). Instead an e-mail was waiting in my inbox. It read
"Hello,
My name is Egor Rapoport and I am an HP Case Manager for HP consumer line Notebooks. I have received a escalated case today regarding your HP/Compaq Notebook. I have attempted contact to the phone number provided with your file but have been unable to make contact with you. If you receive this email before we speak could you please contact me directly so that I can ensure that whatever issue you are facing is resolved. Please contact me directly at XXXXXXX Extension XX for the Case Management Offices. Please refer to your Ticket# XXXXXX.
My office hours are Monday to Friday 8:00 - 4:00 PST. I look forward to speaking with you soon.
Thank You.
Egor Rapoport
HP Case Manager
Phone# XXXXXX
Fax# XXXXXX
Monday - Friday
8:00am-4.00PM PST "
When I called back (This was the Nth ISD call) I came to know that the ticket number is wrong. So I was put on hold by this agent until EGOR picks the call up. Egor was available but my call was in wating for the next 20mins until I hanged up and called up again but for the same treatment.
my costs in just reaching HP have been more than what it takes to get my notebook repaired. And I am still on step 1 with nothing still done. I.e. even when I was ready to pay.
Ultimately I decided to take the case here to post my grievance.
Hope somebody can help.
Thanks for hearing me out.
I have been using a Compaq presario R4000 notebook pc for around 2 years now. It cost me around $1500 then from HPshopping.
While it was new, it worked as every new product works. But the problems started as soon as my warranty was finished.
The pc started to overheat and shutdown by itself without warning. THe problem remained even after multiple fresh installs to make the cpu downclock properly (i.e. if the problem was with the cpu.) The laptop got so hot, it can burn the skin.
Now recently the hinges have started opening up for no known reason. As if that was less, Now the laptop also gives electric shocks from various places.
Lastly my charger gave away making it a complete paper weight.
This is only my experience with the product. Now here comes the support center.
I came to India with this notebook pc in February for work. Since the charger died, I had no choice but to contact HP again. I called their toll-free number in US which is not toll-free if called from outside(valid enough on their side). An agent just said they cannot provide me with the charger because it is not a model sold in India. He also added that neither can they repair the notebook pc as they dont have any spares here.
At this point you should have seen my cousin bro using a Dell laughing at me like crazy. DEll people called him up from US and made sure his pc was running in 3 days. Mine's died completely for more than a month now.
I also requested them that I will pay whatever the shipping charges, but the request never went through. I requested a call back from Special support. The Agent's name is Tanuj with whom I talked during the last two calls.
The call never came( no missed calls on the mobile phone screen). Instead an e-mail was waiting in my inbox. It read
"Hello,
My name is Egor Rapoport and I am an HP Case Manager for HP consumer line Notebooks. I have received a escalated case today regarding your HP/Compaq Notebook. I have attempted contact to the phone number provided with your file but have been unable to make contact with you. If you receive this email before we speak could you please contact me directly so that I can ensure that whatever issue you are facing is resolved. Please contact me directly at XXXXXXX Extension XX for the Case Management Offices. Please refer to your Ticket# XXXXXX.
My office hours are Monday to Friday 8:00 - 4:00 PST. I look forward to speaking with you soon.
Thank You.
Egor Rapoport
HP Case Manager
Phone# XXXXXX
Fax# XXXXXX
Monday - Friday
8:00am-4.00PM PST "
When I called back (This was the Nth ISD call) I came to know that the ticket number is wrong. So I was put on hold by this agent until EGOR picks the call up. Egor was available but my call was in wating for the next 20mins until I hanged up and called up again but for the same treatment.
my costs in just reaching HP have been more than what it takes to get my notebook repaired. And I am still on step 1 with nothing still done. I.e. even when I was ready to pay.
Ultimately I decided to take the case here to post my grievance.
Hope somebody can help.
Thanks for hearing me out.
