Complaint Review: Hewlett Packard

We purchased an HP digital camera on Oct. 23. This camera has a 90 day warranty. It stopped working and we called on Jan 19 to report it was not working. It was obvious I was talking to someone in India. After an hour, he told me my camera was out of warranty, although I called 88 days into the warranty. He told me a supervisor would call me back, as he had no authority to do anything as it was out of warranty. We got a case number. (It is obvious from other posts on here that the guy was looking at the date they shipped it to the store, not the date that I bought it.)

The supervisor never called back, so we called again on 2-1. After 2 hours, we were told they would mail us a new camera with packaging to send the bad camera back as soon as I faxed them my receipt. He took my credit card as a deposit in case I did not send the old camera back. I faxed the receipt. He gave me a new case number and an order number.

On 2-18, we checked status, and the site said they were still waiting for a receipt. I called back, and talked to a total idiot that told me the previous guy was wrong and my camera was out of warranty. They could not find my first case number, even though the number falls in the same sequence of numbers they used on Jan 19. I demanded to talk to a supervisor, and after another hour, he told me he had no authority and I had to call back and talk to a case manager during the day. He kept saying my camera was out of warranty.

All in all, I have spent about 6 hours on the phone, have an email from HP saying my camera was under warranty, and still have no resolution.

The customer service center in India is a total joke. We have spent thousands and thousands between cameras, printers, computers, and now we have decided we will never ever buy an HP product again because of a $119 camera!!! I will make sure my company also stops using HP.

HP needs to get a clue and use capable customer service people. They also need to honor their warranties. A warranty should start the day you bought the item.. not the day they shipped it to the store!!!

Donna
Orange, California
U.S.A.