- Report: #1288505
Complaint Review: HP SmartFriend - Internet
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Author Not Confirmed
Why?
HP SmartFriend
Internet, USA
Phone:
844-814-1800
Web:
http://www8.hp.com/us/en/campaigns/consumerservices/smartfriend.html
Categories:
Business Rating:
(0)
Tell us has your experience with this business or person been good?
HP SmartFriend Promised to have your computer work like new, do nothing but download free antivirus programs Internet
My mother was having issues with window on her desktop computer. I called HP SmartFriend to see how the program works. The sales agent assured me that their "qualified" technical support agents would have her computer running like new again. I signed up. $49.00 to begin and then $14.99 per month for one year. She began by calling the number, reached someone with limited English Skills from India and hours later and 17 phone calls in they proceeded to tell her there was nothing they ould do as her omputer was "too old". They suggested she take the computer to a local repair shop. WOW! All they did during this time was download free virus programs! My mom had more technical knowledge than the quote "technical support". When she called to speak with someone to cancel and receive a refund she was told that the department that handles that does not have the ability to accept inbound phone calls and that they would get back to her. She recieved a phone call from an HP Escalation Manager by the name of Suzanne. Suzanne did not want to listen or seem to care about the issues my mon had and simply said that she would cancel the contract but would not be issueing a refund and hung up the phone. Since that time I have called many times to speak with someone above uzanne and I am always told that department cannot receive inbound calls and that someone will contact me.....nobody ever calls back. I have been given multiple case numbers and promises that someone will call me back and they never do. Today I called HP Corporate and was given the same runaround.
I recommend never using HP Smartfriend. The service, if you can call it that, it a complete waste of time and money and will frustrate you to no end.
As a matter of fact, I will avoid HP products altogether in the future. I like a company that stands behind their products and services and this proves to me beyond a shadow of a doubt, that HP is not one of those companies.
1 Updates & Rebuttals
Update
#2Author of original report
Fri, February 19, 2016
To my surprise, I received the first return phone call from Sherry, an Escalation Manager with HP Smartfriend. She said she had read all the case notes and proceeded to tell me that she would not be issuing a refund due to the fact that HP Smartfriend technical support did many hours of work on my Mother's computer. When I asked about what was being done about my complaint toward Suzanne, the Escalation Manager that was rude and hung up on my Mother, she said "I sit next to Suzanne and personally know her, She would never be rude to a customer or hang up on anyone". I'm no expert, but I do believe that calling a customer a liar is not the best customer relations tool.
So again, BEWARE! My issue was never resolved and I am now more frustrated and disappointed with HP than ever. DO NOT use this so called service unless you wish to promote horrible customer service and never have your computer issue resolved.
