- Report: #1379891
Complaint Review: HP - Internet
Reported By:
Anne -
Landenberg, Pennsylvania, U.S.A.
Submitted:
Updated:
-
Author Confirmed
Why?
HP
Internet, USA
Phone:
1-800-474-6836
Web:
www.hp.com/go/support
Categories:
Business Rating:
(0)
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HP HP Support I call for help I was given a price of $52.99 when he could not help he sent me to a 2nd Rep. who got into my Computer who said I needed a USB sent to me for $50.00. I said no cancel I would not pay more. I was then told my $52.99 would not be refunded because they got "INTO MY COMPUTER" Internet
I called and told them my Computer was hacked and locked. I was given a price to fix my computer of $52.99, then transferredd to a 2nd Rep. who got in my computer and then told me I needed to pay $50.00 more for a USB to be sent to me & help them fix it. I requested they cancel which I think it was a Mohammed said OK our Rep. a Sherry White will cancel and credit your account when she calls you.
I had to call her about 3 times to fianlly get a return call and she very rudely said no you owe the $52.99 because they "Got Into My Computer" I explained they did not fix it. She did not seem to care it was a 5 minute call to say we can't help you. She said she could charge me a $70.00 cancel fee, but I said no he did NOT say there was a cancel fee and it was within 5 minutes 10 at the most.
She just flat out said no the $52.99 would not be credited. I think it is a very easy quick way to make $52.99 from a lot of people when they don't want to or can't spend another $50.00 to have them send a USB and then help them fix your computer.
A total rip of scam.
2 Updates & Rebuttals
Ta Da Not a Professional Response
#2Author of original report
Thu, June 22, 2017
I have a Care Pack on my Lap Top and my PC from HP, the # to call was on the HP Pack for Tech help, it was not some fly by night Tech I called, it was a legidimate HP # who unfortunately uses Sherry Whites name and number for help. I told the 1st Tech. my Computer was hacked and locked. Again, I was told by the 1st Tech he would " fix my Computer for $52.99 " he did NOT.
He did NOT tell me Before he transferrred me to the 2nd Tech. " if he can't help you, I still keep the $52.99 " or I would have said then never mind, as he did nothing for the $52.99.
Then the 2nd Tech did get in but now also said he could NOT HELP ME unless I paid another $50.00 more. When I said no cancel he then wanted to send me a USB, call him back and "he'd walk me through it." Seems I was to do the work and pay, and neither Tech. did a dam thing but take my money and run. He said, Sherry White WOULD cancel the account, & CREDIT MY MONEY BACK, IT WAS A 5 TO 10 MINUTE CALL. Not one of the 3 did a thing to fix my computer, getting in DID NOT FIX IT.
I worked in Customer Service for 18 years, 8 of those in Billing Disputes, and was never as rude or curt to my Customers as you were to me in your call and also your rebuttal. We also had our letters double checked for errors, and Ta Da would have gotten us fired.
I did get a responsible Tech to fix my Computer, no UBS , no printer or UBS problems at all. He took his time, and did not have to GET INTO my computer once to fix it. Looks like HP Techs are are bunch of crooks and hire a bunch of crooks to then rudely defend them.
I will be calling and or writing HP about this whether you work for them or not, HP is sending customers "To You" and they need to be aware of your practices, and your rudeness. I can bet I am by far not the first customer you have done this to, nor the last to pay $52.99 to say I can't help you, I'll transfer you, makes for a lot of money. Alot of money in your pockets for DOING NOTHING.
Katshay8
RICHLAND HILLS,Texas,
USA
IT tech with 15 years experience giving my 2 cents
#3Consumer Comment
Wed, June 21, 2017
Although I don't work for hp, or ever have, ive been a technician in the computing industry long enough to know that you should really take down this ripoff report and chalk up your issues to a misunderstanding by you (I truly mean no offense by that but I've seen it happen over and over). The $52.99 was to diagnose your problem, which they did, and told you to get a new usb cable. $50 for a sub cable is outrageous, but you can go down to Wal-Mart or best buy and get one for $10. Then look on your computer for the usb cable that is malfunctioning (which you may need to trace to your printer or other device to make sure you replace the correct one) and, tada, you're fixed up. $52.99 is a very reasonable price for a diagnosis (best buy charges $100) so be proactive and maybe enlist a more technology saavy friend or relative to help.
