- Report: #1416503
Complaint Review: HP Smart Friend Support - Mississauga Ontario
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HP Smart Friend Support
5150 Spectrum Way, Suite 600 Mississauga, L4W5G2 Ontario, Canada
Phone:
1-866-211-5207
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HP Smart Friend Support Ripped me off Mississauga Ontario
I bought a brand new HP laptop for our Business in August/2017. When it was first fired up, it ran great, we installed Norton and Office. It was shut down and wasn't opened again for a few days, as I wasn't ready to transfer the business info over yet. When I did power it back on, it was running really slow. It took forever to log on, it had major issues! I called the source where I bought it and I was over the allotted days to return it, so they gave me a number to an HP Smart Friend Support line..... That is where it all went south..
First, they charge you 50 dollars to talk to someone. Then they talked me into a year "support" subscription and said that they would fix anything wrong with my computer. (I know where I went wrong, but what other options do you have when you don't know enough about computers to do it yourself.. That is where they rob you blind..) So, for 12.95 a month, you supposedly have all the support you need to get/keep your computer up and running. I asked if I could cancel it down the road, and they said, yes.... but after they got my card info and told me I was signed up, He told me that if I cancelled before the year was up, I would be charged a 70.00 cancelation fee.... How Shady!!! He quickly transferred me to a "support Tech" and he remote accessed my computer. He eventually installed a CCcleaner and ran the program. That was the one and only time I used their support. I have little kids and it was to hard to be on the phone for that long. I took it to someone to see if it could be fixed. There were many issues with it, one being that He discovered that the CCcleaner that was installed by HP Smart Friend Support, gave me a Trojan. He had to reset the computer to factory(not because of the Trojan) because it was running so bad. when he powered it back on, the Trojan reloaded.
I Called HP Smart Friend support to see if I could cancel my subscription without the 70.00 charge. I explained what had happened, and that I would not remote access my computer again. I didn't ask for the 3 months reimbursement, just wanted out, as I wouldn't use their support anymore. I was told that I would be getting a call back from a supervisor who had the authority to cancel my subscription with in 24-72 hours.. I got a call today and was told NO, I had agreed to the 70.00 cancelation fee( which I never even knew of prior to them getting my card info) and that the program they installed on my computer would not have given me a Trojan.... although, he did say he would make a note of it....On top of that, I also got charged the 12.95 for December, even though I called to cancel before it was due...They purposely waited to call me back after the billing cycle was up.... UN REAL .....
HP Smart Friend Support is shady, rude and absolutely the worst customer service I have ever received! I will not be buying another HP product again, unless HP contacts me directly over this issue, and I suggest NO ONE ever calls their current HP Smart Friend support.
2 Updates & Rebuttals
Jamie
British Columbia,Canada
HP and HPsmartfriend refunded all my money.
#2Author of original report
Fri, December 29, 2017
I got a call from HP and the guy told me that they have reviewed my case and that they would be refunding all of my money with in 3-5 business days. I am happy to say that HP did step up and make it right. I have been refunded. I still would not recommed their Smartfriend support! And, I hope they make some serious changes in their customer service!!
I am still waiting on my confirmation email stating that I have been cancelled from their support... I guess I will just have to call and stop payment.
Jamie
British Columbia,Canada
Update-HP AND their HP smartfriend support
#3Author of original report
Wed, December 13, 2017
I originally filled this report against HP Smartfriend support. I wanted to give Hewlett Packard the benifit of the doubt, thinking they hired this company to support their customers, and were hopefully unaware of the shady deals their support offers.... I have to come to believe that isn't true anymore. I have read many complaints over the last 3-4 years... it isn't news to them. I do NOT believe they were unaware at all.. When I googled the number Smartfriend called me from, it is the HP customer support number.
I have reched out to HP on their FB page. They answed me right away, until I sent my complaint via messanger... They have not responded since. I emailed the CEO today... wait and see i guess. I also filed a complaint with the BBB... but, I am not holding my breath on that one either. HP Inc has a 98% negative reviews on their site, but still have an A+ rating?!?!?!?!? HOW IS THAT POSSIBLE? HP, I am asking you to step up and do the right thing! I would like a full refund, not in HP gift cards, or the like... I would like MY money back.... on the "support" I paid good money for.... and didnt recieve...
