rero360
03-23-16, 10:41
Good morning everyone, as I promised/warned HP, I am sharing my experience with everyone I have contact with about my ongoing dealings with them.
March 9th, I purchase a ProBook 655 G1 directly from HP as I needed to customize it, maxed out RAM, CPU, and made a few other tweaks, was told it would take some time as it would be custom built for me in China, no biggie. Total value of computer, right around $1,900.
March 21st, I finally receive the Laptop, upon turning it on and attempting to conduct the setup, I discover the 8, i, and k keys do not work. I immediately call Technical Support, the individual I spoke with was obviously in an overseas call center, I told him that I needed it repaired as soon as possible as my current HP is on it's last leg. He tells me that there is a company near me that is an authorized repair shop and gives me their contact info. I call them and discover that they are a print shop and do not do anything close to repairs. I call back to Technical Support, and while I am put on hold while being transferred from one Dept to another, the connection is broken. I also spent time on their online technical support chat with no avail.
March 22nd, I call back, again I am given the run around by individuals who are most likely in India. I get back on the online chat as I can't handle trying to talk with the technical support people and get a resolution. Keep in mind, at every stage of communication I have informed them that it is brand new, I still have all the packaging and I just need a return shipping label. This individual tells me that he is shipping a box to me with the labels in it, I request that it be emailed to me and I can have it in FedEx/UPS/USPS's hands within 10 minutes of the email hitting my inbox, tells me he cannot email the shipping label to me. I call corporate and complain, transferred once again, I get the woman I'm speaking with up to speed with everything that has gone on thus far, and I request that an overnight shipping label be emailed to me, and that my computer be put at the front of the line to be repaired, and overnight shipped back to me. I tell her, along with everyone else, the computer is boxed up and ready to go, that I took the battery out so it can travel via air, she said she can't do anything better for me.
March 23rd, I get an email from FedEx saying that the box they sent me will be delivered on the 24th. Even if I get it out that day, the repair facility won't receive it until Monday the 28th because FedEx doesn't deliver on weekends and the repair shop is likely closed that day as well. I was told five to seven business days to repair it, which puts us at April 4th through the 6th, two day shipping back to me, I won't see my computer until a month after I initially ordered it.
I have voiced my displeasure on their Facebook page, my Facebook page, Instagram page, Calguns, and now here.
March 9th, I purchase a ProBook 655 G1 directly from HP as I needed to customize it, maxed out RAM, CPU, and made a few other tweaks, was told it would take some time as it would be custom built for me in China, no biggie. Total value of computer, right around $1,900.
March 21st, I finally receive the Laptop, upon turning it on and attempting to conduct the setup, I discover the 8, i, and k keys do not work. I immediately call Technical Support, the individual I spoke with was obviously in an overseas call center, I told him that I needed it repaired as soon as possible as my current HP is on it's last leg. He tells me that there is a company near me that is an authorized repair shop and gives me their contact info. I call them and discover that they are a print shop and do not do anything close to repairs. I call back to Technical Support, and while I am put on hold while being transferred from one Dept to another, the connection is broken. I also spent time on their online technical support chat with no avail.
March 22nd, I call back, again I am given the run around by individuals who are most likely in India. I get back on the online chat as I can't handle trying to talk with the technical support people and get a resolution. Keep in mind, at every stage of communication I have informed them that it is brand new, I still have all the packaging and I just need a return shipping label. This individual tells me that he is shipping a box to me with the labels in it, I request that it be emailed to me and I can have it in FedEx/UPS/USPS's hands within 10 minutes of the email hitting my inbox, tells me he cannot email the shipping label to me. I call corporate and complain, transferred once again, I get the woman I'm speaking with up to speed with everything that has gone on thus far, and I request that an overnight shipping label be emailed to me, and that my computer be put at the front of the line to be repaired, and overnight shipped back to me. I tell her, along with everyone else, the computer is boxed up and ready to go, that I took the battery out so it can travel via air, she said she can't do anything better for me.
March 23rd, I get an email from FedEx saying that the box they sent me will be delivered on the 24th. Even if I get it out that day, the repair facility won't receive it until Monday the 28th because FedEx doesn't deliver on weekends and the repair shop is likely closed that day as well. I was told five to seven business days to repair it, which puts us at April 4th through the 6th, two day shipping back to me, I won't see my computer until a month after I initially ordered it.
I have voiced my displeasure on their Facebook page, my Facebook page, Instagram page, Calguns, and now here.