Hewlett Packard support

kaisen · 12-10-2010, 09:48 AM

I always like to share a positive experience with a company

We have a few laptops that we use as internet portals, not a lot of heavy app crunching. So we buy cheap and replace them every year or so.

Our last several were cheap HP or Compaq. Specifically, we bought two Compaq Presario CQ60's this Summer for $299 each.

One of them shorted a battery somehow. Worked fine plugged in but the second the power cord was pulled it went dead immediately. Brought it into Best Buy and they told me that the computer was under warranty but they do NOT warrant batteries. Grrrr... not a big deal, they're only like $40-70.

So I went into my HP Advisor self-diagnostics that were pre-loaded on the computer. It ran a battery health scan, noted a problem, and connected me to HP Pro Online Support where I chatted 'live' with a fellow with an Indian sounding name. He was great. 30 minutes of chatting and them running remote diagnostics and we had a email confirmation that they already SHIPPED a replacement battery. This was 8pm at night. He asked if there were any other concerns and I asked him about how to set up my wireless router to be secure vs open. Even though it was a Linksys/Cisco, he ran me through it (while online) and we set it up together. He even reflashed my BIOS and did some other firmware update to the laptop (that the excellent HP self-updates didn't do).

I received the new battery this morning, Fed Ex Priority OVERNIGHT.

This on a $299 (retail) laptop.

GREAT SERVICE. Thank you HP/Compaq!!

legion · 12-10-2010, 12:08 PM

I only buy HP/Compaq laptops for personal use. This is why. I will pay a premium for a better product (even if it is just the support that is superior).

Contrast that with my friend that bought an ACER laptop. Would blue screen at least once a week. took him TWO YEARS (started having the problem within two months of purchase) and having it sent in three times to finally get the laptop replaced.

john70t · 12-10-2010, 01:46 PM

Have an old HP with almost no problems. I'll have another HP after that dies.

Don't know about personal side(accent), but in fixing small problems the business side(no accent) HP was excellent. Again and again.
Kept track of the issue, had me deal with one person, went through logical examination quickly and efficiently, sent a replacement "just in case", and even called me(the customer) for a follow up a few weeks later.
Amazing.

Tobra · Tobra's Garage

If I have any problems with my HP/Compaq stuff I call my sister or her husband, usually her husband. He is one of the guys who tells the customer service guys how to fix stuff. Looks like freakin' Donny Osmond, has a black '84 Carrera coupe with a sunroof, you guys would like him.

kaisen · 12-10-2010, 06:44 PM

We like guys who look like Donny Osmond??

Tabs, maybe! But the rest of us??

Rick Lee · Rick Lee's Garage

I don't know how to upload the video, but I have a clip of a soldier in Iraq shooting up his HP printer after HP tech support wouldn't help him out without charging him. I hated them long before I saw that. My HP SUCKS!

kaisen · 12-10-2010, 07:19 PM

HP printers are a little different story. Although I've had great luck with reliability, the ink prices and consumption-rate are unforgiveable.

Their computers though? This is the first (small) issue. They've been bulletproof (knock-on-wood)

onewhippedpuppy · 12-10-2010, 07:35 PM

Quote:

Originally Posted by Rick Lee

I don't know how to upload the video, but I have a clip of a soldier in Iraq shooting up his HP printer after HP tech support wouldn't help him out without charging him. I hated them long before I saw that. My HP SUCKS!

Yup. I had an HP laptop that required 3 repairs within one year, each time I had to mail it in. In my case the Indian customer service was crap, they didn't understand the issue (dead LCD backlight) when I explained it to them and persisted in making me go through all of the typical troubleshooting steps. It's the worst computer I've ever had, I won't buy another HP.

Rick Lee · Rick Lee's Garage

I had the common power cord issue with mine. But that was after the CD player stopped working and it blue screened me a lot. I only use it for porn surfing now and do business on other laptops.