Hewlett Packard Desktop is a piece of junk!

[It's A Happy Day]

Venting here but also want buyers to beware.....

My husband wanted a new desktop and while we've always had good luck with our Dell computers he was looking around and liked what Hewlett Packard had to offer ~ he generally customizes them to what he is looking for vs. buying a pre-built in stores on a shelf. We had recently switched our phone/internet carrier and had a $300 "credit" to use on HP so it really made that brand a little more enticing because we were getting more for our money so to speak. Well never again will I buy from HP.

We have had the computer less than 30 days (but more than 21) and after spending 2 irritating hours on "customer support" (which I use the term loosely), we not only have what I believe is a bad hard drive but now broken wires because they insisted that the only way they would issue a return to repair it was if I did "just 1 more thing" and opened the tower to see if some wire was connected to some board and unplug it and plug it back in but of course it was on the bottom of the tower so you couldn't reach it easily and the end tab snapped off. I told him repeatedly that I had no IT/computer experience and not only do not want to open the tower but that it was a bad idea. Then after the wire snaps he tells me to go out to a computer store to purchase a new one so I can install it and call them back to see if that fixes the problem....WHAT!? This is a brand new system that doesn't work, is under warranty, and I am supposed to figure out how to fix it/replace wires/etc.??? So guy #1 tells me he will expedite my repair to a case manager to have them replace the unit vs. just repairing. Guy #2 doesn't call back the next day as I was told to address the situation but 2 days later and does not contact the right number so I don't get the message till too late to do anything then. I call them yesterday and they have now informed me that they cannot replace the unit only repair it because it was older than 21 days and that is their policy. So now I have paid alot of money for a damaged system that I will not have for another month by the time it gets shipped to them, repaired, and returned ~ especially with the holidays and I've used it for MAYBE 3 weeks time

So if your looking for a new computer.....stay away from HP!!! Not only is the product not worth it (even with a discount!) but their customer service is useless, horrible, and just plain non-existant.

 

[eduk8r26]

I've got a used HP I bought on EBay a couple of years ago and have never had a problem with it. It runs kind of slow, but that's probably my fault.

 

[Thumper_Man]

WOW. I'm so sorry this happened to you.

We own a HP and we've never had any problems with it. Where I work, we have nothing but HP's and have never had any major problems with them either. Isn't there someone higher up that you can talk to? I hope all works out for you.

 

[lemondog]

Wow..we have had our HP pavilion for over 5 years now, and so far no problems at all. We bought ours from Costco in fall of 2004.

 

[chisnpeke]

HP is generally considered one of the better brands. I've only heard horror stories about Dell.

 

[Holly]

Sorry to hear that.


I'm waiting for a replacement XPS 1530 laptop from Dell right now, which they decided to send me after replacing the motherboard not once, or even twice, but three times. I've only had it for 9 months.

 

[JR6ooo4]

That story sucks...
You can get good and bad parts in any computer, but telling you to open it, and attempt repairs, and to buy new parts (at your cost and time) and replace them to see if it might fix the problem... well that sounds like something you need to publicize greatly. Emberrass the hell out of the techy and HP, enough that you get a whole new computer. with upgrades. try local papers that have an "on your side" type column.

Mikeeee

 

[pixiewings71]

Really? We love love love our HP! We've had it for probably 3 years now and it works great. I hope you get your problem fixed to your satisfaction, they really should replace it for you.

 

[Abbie]

The HP's we've had have always been great (not so much the Dells) but I do agree their customer service lacks!

Go up the chain! I had to do that with my most recent purchase and ended up emailing corporate offices and they finally were great in resolving my issue. And mine was a pricing problem, not the horror story you have!

Try this email: external.ceo-communication@hp.com, or call 800-756-0608, option 7--this is executive customer relations.

 

[lsyorke]

Our desktops have all been HP without a single problem. Dell laptops...don't even get me started! I'm now a committed Sony laptop buyer.

 

[manning]

I have a Dell and it works it works it works (WHAM) FINE.

 

[pyrxtc]

I have had all HP Desktop's and not had problems. The first problem we had was when it turned 10 yrs old. I expected it by then.

 

[mtdevine615]

Look at what your state says about refunds/exchanges, just because HP says that because it's been longer then 21 day all they can do is repair it the state may say something else. In most states you have 30 days to return something. Now they may try to get you for a restocking fee but that is still better then getting stuck with a bad computer.

 

[Chuck S]

I haven't had any problems with my HPs, other than a motherboard dying after several years of continual use.

In truth, computer selection isn;t what it was years ago. The only major players left are Dell and HP, other than having something custom built locally.

Both Dell and HP have had their share of horror stories, so I guess you can get a lemon no matter what brand you purchase.

However, I would not have opened the case on a new system, I would have insisted on a repair order...loose wire or not. After the warranty expires that first year, I have no problem digging around inside, but I wouldn't open it until then.

I have 2 almost new HPs, a desktop and a laptop, and have had no problems.

 

[gina2000]

We've had horror stories with our HP laptop as well as our Dell laptop.

I've come to the conclusion that the machines are smarter than the people servicing them and in my case, using them. Technology is great only when someone knows what to do when it doesn't work.

 

[Poppinsme]

Venting here but also want buyers to beware.....

My husband wanted a new desktop and while we've always had good luck with our Dell computers he was looking around and liked what Hewlett Packard had to offer ~ he generally customizes them to what he is looking for vs. buying a pre-built in stores on a shelf. We had recently switched our phone/internet carrier and had a $300 "credit" to use on HP so it really made that brand a little more enticing because we were getting more for our money so to speak. Well never again will I buy from HP.

We have had the computer less than 30 days (but more than 21) and after spending 2 irritating hours on "customer support" (which I use the term loosely), we not only have what I believe is a bad hard drive but now broken wires because they insisted that the only way they would issue a return to repair it was if I did "just 1 more thing" and opened the tower to see if some wire was connected to some board and unplug it and plug it back in but of course it was on the bottom of the tower so you couldn't reach it easily and the end tab snapped off. I told him repeatedly that I had no IT/computer experience and not only do not want to open the tower but that it was a bad idea. Then after the wire snaps he tells me to go out to a computer store to purchase a new one so I can install it and call them back to see if that fixes the problem....WHAT!? This is a brand new system that doesn't work, is under warranty, and I am supposed to figure out how to fix it/replace wires/etc.??? So guy #1 tells me he will expedite my repair to a case manager to have them replace the unit vs. just repairing. Guy #2 doesn't call back the next day as I was told to address the situation but 2 days later and does not contact the right number so I don't get the message till too late to do anything then. I call them yesterday and they have now informed me that they cannot replace the unit only repair it because it was older than 21 days and that is their policy. So now I have paid alot of money for a damaged system that I will not have for another month by the time it gets shipped to them, repaired, and returned ~ especially with the holidays and I've used it for MAYBE 3 weeks time

So if your looking for a new computer.....stay away from HP!!! Not only is the product not worth it (even with a discount!) but their customer service is useless, horrible, and just plain non-existant.

Your story sounds like the hell I went through with Dell. Maybe I can offer some advice.
In June I bought an Alienware Dell laptop. I always customize my computers and have only bought Dell. My old XPS 600 has never given me any trouble over the last 5 years. So anyway I spent close to $3000.00 on this laptop. It never worked out of the box. Repeatedly went on and off and then shut down. I called Dell tech support immediately and they could not fix over the phone (tried for over an hour). So this dude in India says they will get somebody over to my house to fix. I gave them 3 phone numbers to call me and said to leave messages if I don't answer as I work in an NICU.
Never heard back from Dell. So being busy and assuming they WOULD get back to me I waited. Still no Dell. Finally called them and emailed them asking why I hadn't heard from them and where was repair person? They claimed that they had tried to call me several times! Huh? Sent repairman out to my house and he tried to put a re-furbished MB in my laptop. I told him no way!!! I wanted a new MB! I told him to leave as I was calling Dell to complain. Also found out from him that they gave him the WRONG phone numbers and that is why he never got a hold of me.
This gets worse. Much worse.
Ok I call Dell and it takes me telling my story to 8 people in India that I cant understand to get my point across.
Finally get someone to listen and I tell them I want a new laptop. I'm then informed that 29 days have passed and I cant get a new laptop!
Ok.
Then the work starts for me. I flood Dell with emails to all there corporate people. Micheal Dell on down. Then I contact the BBB in Austin Tx. home of Dell and start that. I start a claim with my Attorney General, who takes it. Then I call Alienware Miami and tell them what I'm doing.
5 days later I get a call from customer support Dell. They want me to have the repairman come back and install a MB and see if that fixes problem. I agree. And wait.
Once again repairman is given the wrong phone numbers. But he already had my number so no problem. Came to house and opened up my laptop and installed MB. (Took 2 hours) He went to turn it on and the blue screen comes up and it says "no OS found". Repairman says "You need a new laptop". DUH! He calls Dell and after it takes him 45 mins. to get to talk to someone they hang up on him!!! So I call Mr. Customer Service and hand the phone to the repairman. He tells Dell that my laptop is garbage and I need a new one!!! Finally after all this and waiting 2 months I get my laptop that works.
I know this story is long but people have to fight to get what they need now. The big corporations don't care. Most people would have given up and not spend over one hundred hours of there time to do what I did.
But I wasn't about to lose that much money for crap.
I will never buy another Dell. There customer support is horrible and they lie. They on purpose got my phone numbers wrong so that the warranty would run out.
Ok enough of my story. You would be wise to get the BBB and AG involved NOW. Don't wait! Did you know that HP and Dell computers are made in China? That almost all tech support is overseas? That they read off of a prepared card with answers to your problems? That the techs in another country can then make it worse, much worse.

Good luck!

 

[disneymarie]

Our DELLs were our nightmare, 4 hardrives, 2 mother boards, power supply cords, cracked hinges,

Have had zero issue with the HP.
NOW ds did a customise, and when built there was an issues were one of the extras rested on a crutial part, it ended up causing a problem and fried some parts.

Nightmare getting it repaired as no one realized this cutome built and the tray were not sized or supported enough.

But the off the shelf ones replaced DELLs, we have had since 06, and the dell from 06 laptop I just replaced with HP

The Dell laptop had an extended and upgrade in home warranty. The desk top did not, what a nightmare with out top warranty.

 

[ProgressCity]

I read an article the other day about a study that was done on computers and how many times they had to be repaired in the first year and HP by far had the most computers turned in for repair in the first year.

We're a Mac family . My last Mac I had for more than 6 years and the only reason I got rid of it is because now they are using Intel processors. We've never had any problems with Macs and it works out cheaper for us to spend the money upfront rather than have to replace it every few years which is what we were doing before with my husband (my husband used to own a computer store and he's used Dell, Sony, Gateway, and Toshiba). I've always been a Mac girl since I got out of high school.

 

[Imzadi]

I read an article the other day about a study that was done on computers and how many times they had to be repaired in the first year and HP by far had the most computers turned in for repair in the first year.. /QUOTE]

Grrr! HP computer here too. Never again. They made me make the new "Start-Up Disks" when I first started up my computer, instead of giving me pre-made recovery disks. I ended up using 3 DVDs to make the Start-Up disks.

The computer worked fine for several months. Then I installed a Google toolbar app that caused my computer to completely freeze and wouldn't do anything. Luckily, it let me reformat.

So I installed my Start-up/recovery disk in. The first one installed fine. However, once my system installed that one, the second and third one would NOT be accepted. In fact, my DVD burner/player won't play or burn ANY DVDs or CDs. It simply doesn't work for anything else. Oh, it WILL accept the first disk over and over and over again, to reformat, but NOTHING after that. Apparently, whatever info, drivers, programing, etc. for the DVD player is stored on the second & third disks.

I lived without the DVD burner all this time. (2 1/2 years now.) But several months ago, I was going to take a seminar in which we had to load softwared for it via a DVD installation disk. I finally called HP tech support. It was a $50 call as my warranty was up. Of course it was an "overseas" tech.

After having to explain the situation several times he proceeded to tell me I need to reformat my laptop again. Umm, NO. I'd just end up where I already was. Except, I'd be missing all the updates and other software programs that I installed. I already knew several times that disks 2 & 3 won't load.

He then proceeded to try to sell me a new installation disk for $40 that might have all the info I need - except we weren't sure if it would play on my current DVD player.

He proceeded to tell me there is something wrong with the DVD player - that's it's broken. He tried to sell me a new replacement DVD burner for about $150, to replace my non-working one. NO, it works FINE to reinstall the first disk over & over & over.

Finally after about 40 minutes of going though this, I finally came up with the idea that I simply have to buy an external DVD player (cheap off eBay) for whenever I need a DVD player to install something that can't be done by flash drive.

Of course the HP tech support guy was overjoyed that WE arrived at a satisfactory conclusion, so he could end the call.

I wasted $50 on that call as it was only a "diagnostic call". He reiterated over & over that any additional services/equipment would cost me money.

For that $50 I could have bought the cheap, external DVD burner that I came up with. OR I could have taken my PC to the local Geek Squad and spoken to an American, in person, who could have then proceeded to manually load in CDs & DVDs and my installation disks to accertain the real problem. Also, He could have had an external DVD player there or a slave unit in which he could have installed DVDs 2 &3.

This was my second HP laptop and it will be my last. Their idiot overseas tech support is what made up my mind about that.

I ended up missing the seminar the next morning because I couldn't buy an external DVD player in time to install the software disk before the start of the seminar.

 

[It's A Happy Day]

Thank you for the advice

I know that ALL companies are going to have good and bad experiences out there but these big companies need to know that while you can sell a bad product you still need to back it up with good customer service ~ people who know when to stop analyzing things over the phone and get someone experienced in that field to correctly diagnosis & fix the problem. That a "what can we do" attitude vs. tought luck attitude. Talking to some guy named "Bill"....boy are there ALOT of men in India with the name bill who cannot understand you and tells you to do the same thing 15 times is not going to resolve the issue. I can turn the system on and off as many times as you want but I have done those steps 20 times and the outcome is the same....that is NOT working. To expect a consumer with a brand new system to open the tower & fiddle around inside is completely unprofessional. I have no plans to let this go and will keep going up the ladder till it is fixed/resolved to my satisfaction ~ I want a working system that I already paid for in a timely manner ~ which according to them a month to fix is timely I have checked my local state laws regarding returns and want to read through them some more but it appears that as long as it is clearly stated in writing they can enforce the 21 day thing. Again I am fine with that as long as they replace the broken part ~ in this case I believe it is/was the hard drive. But I am not going to accept a computer back that does not perform to what I ordered and I will be going over it with a fine tooth comb when it comes back. I am not a computer "idiot" in the sense that I know quite a bit of programming and have worked with/on computers for years. However I do not put them together structurally and don't like to play with the wiring. Once everything is installed and in the tower it's like opening Pandora's box and you can't fit everything back in or at least not in correctly.