- Report: #248485
Complaint Review: Hewlett-Packard Company - Palo Alto California
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Hewlett-Packard Company
Palo Alto, 94304 California, U.S.A.
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Hewlett-Packard Company Deceptive on "Easy Installation", Very Poor customer service Ripoff Palo Alto California / Customer in Houston Texas
On Wednesday, May 9 I bought a H.P. printer ($159 + )to replace my Lexmark. I tried to install it the rest of the afternoon (using the "Install CD" provided.) When I was not successful, I called their "helpline" in India.
With much difficulty (due to the language---their people are VERY difficult to understand!), we tried MANY different ways (always unsuccessful!). and MANY hours!!! Finally I could stand it no longer--we had been on the phone x 3+ hours! and told them I would call back on Thursday. On Thursday I called back, and because of a violent thunderstorm in Houston, this was brief and I told them I would call back after the storm had abated. When I called back, the tech. told me they had tried everything that they knew, and probably it was the install disk that was corrupted. They would send me another install disk "and because you have had so much trouble, we will send it overnight which usually costs $20.00 more, but you will not be charged".
I didn't receive the CD on Friday, but thouoght that probably it was mailed too late on Thursday, but I still did not receive it on Saturday. I called the help line (again India!) and they said it was shipped "ground" and would not arrive until May 18, 9 days after this fiasco started!The tech did NOT offer to mail another CD overnight so I would get it Monday)
Meanwhile I am without virus and ad protection---I did put back my firewall.
This company is competely irresponsible (judging by its reps in India)and does NOT have "easy installation" as advertized.BEWARE!
Gen
Houston, Texas
U.S.A.
With much difficulty (due to the language---their people are VERY difficult to understand!), we tried MANY different ways (always unsuccessful!). and MANY hours!!! Finally I could stand it no longer--we had been on the phone x 3+ hours! and told them I would call back on Thursday. On Thursday I called back, and because of a violent thunderstorm in Houston, this was brief and I told them I would call back after the storm had abated. When I called back, the tech. told me they had tried everything that they knew, and probably it was the install disk that was corrupted. They would send me another install disk "and because you have had so much trouble, we will send it overnight which usually costs $20.00 more, but you will not be charged".
I didn't receive the CD on Friday, but thouoght that probably it was mailed too late on Thursday, but I still did not receive it on Saturday. I called the help line (again India!) and they said it was shipped "ground" and would not arrive until May 18, 9 days after this fiasco started!The tech did NOT offer to mail another CD overnight so I would get it Monday)
Meanwhile I am without virus and ad protection---I did put back my firewall.
This company is competely irresponsible (judging by its reps in India)and does NOT have "easy installation" as advertized.BEWARE!
Gen
Houston, Texas
U.S.A.
1 Updates & Rebuttals
Cory
San Antonio,Texas,
U.S.A.
Funny
#2Consumer Comment
Mon, May 14, 2007
I think it was 20/20 that did a piece on the instructions that come with some equipment. They pointed out two major flaws, which might account for why the instructions are so difficult to follow and understand. First, many of the instructions are written by MIT grads. It might be an "easy installation" for a MIT grad or someone from Cal Tech. Secondly, many of the instructions are translated from a different language. Something gets lost in translation. Put togeather a BBQ one time. Couldn't for the life of me figure out what they said. Come to find out the same instructions were for several different models that went togeather differently. They even had pictures but of parts that I didn't have.
