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HP service is a joke

post #1 of 23
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My daughter has an HP laptop (a G62) that I bought for her about a year ago. Never any real issues with it (other than overheat if she had it sitting on blankets, not the fault of the laptop).

A couple of weeks ago she poured a couple of ounces of coffee into the keyboard...

Fortunately, it only caused damage to the keys and did not get into the actual unit itself. After much mucking about I was able to take the unit apart and lift the keyboard (tricky because it was stuck due to coffee).

Once I verified that it was only the keyboard that was malfunctioning (about half the keys no longer worked), I connected an external keyboard to it for her temporarily and then called HP.


It was only a couple of weeks out of warranty and my expectation was that I would be provided a reasonable solution.


My first call; Connected with a gentleman definitely not from North America. Took 35 minutes of being on hold before getting to him. On the phone about a minute and a half and he accidently disconnected the call..

Call#2: Another 31 minute wait, got another gentleman whose english was worse than the first guy. After 15 minutes of fruitless discussion, he told me I had called the wrong 1-800 number (even though it's the one listed on HP.ca, I'm in Canada)...

Call#3: 47 minutes on hold this time. Got another fellow. His technical knowledge (to put it politely) was silly. He first told me that you could not get the keyboard separately even though the technical manual for the laptop clearly denoted it being a separate part. When I gave him the part number for the keyboard, he told me that part number is not an HP part number... He asked where I got the number from and when I told him it was from the technical manual I downloaded from the HP site, he stated it was the wrong manual biggrin.gif

It wasn't...

I asked for a supervisor at this point as my blood was beginning to boil. Another 15 minutes on hold and got another guy who I literally could not understand at all (and this was the supervisor for call center tech support for Canada...).

He finally agreed that they did have the part in question and could replace the keyboard. Finally! getting somewhere. Puts me on hold while he determines the cost. Comes back and tells me it is going to cost me $390... Apparently he stated that they must replace the motherboard when replacing the keyboard and that's the only way they will do it.

I told him 3 separate times that it was only the keyboard, the laptop is running fine, just some stuck keys blah blah blah. He was firm and then told me because it was out of warranty I would have to pay shipping both ways to a service center "somewhere" in Canada.

By this point, I was furious.

I hung up on the moron and called back again. This time after half an hour I got a woman who again was pretty useless. I told her I needed to order a part (not repair the laptop). I gave her the part number. It took her 35 minutes of me sitting and waiting before she was able to find it despite my having provided the correct internal HP part number.

She tells me it will cost $95 for the keyboard + shipping....


I almost bit on that. It was still cheaper than replacing a $500 laptop.

I wondered if I could get the part aftermarket so I get a quote number from her and told her I would let her know.

I got on google and found a supplier (Hineeds) through Amazon. They quoted me $33 CAD shipped for the keyboard. I still don't know where they are located although the tracking email listed Singapore...

I got the keyboard this morning, 8 days after I ordered it. Installed it after removing the old one and it works perfectly smile.gif


The moral of the story? Do it yourself!

The best part is that HP emailed me a customer service survey after I had called them biggrin.gif

I wrote most of what I listed above and provided my full name, phone number and email address in case they wanted more grief... The nerve...
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post #2 of 23
HP is absolutely worthless. I have had similar situations to yours when trying to place an order for a laptop. No one there was easy to understand, everyone I talked to provided a different story, and I had to complain forever to just get my money back. It is shocking to see what they charge for replacement parts. I was looking for a part for a laptop I had years ago, and I remember their site having hard drives and ram replacements for my exact model for hundreds of dollars. NEVER EVER EVER order parts from HP. What you did is perfect. I would even check ebay for any users who have models that are not really recent. There are a ton of parts on there usually.
post #3 of 23
Well, for people who are VERY tech savvy like us, yes they have poor service, but they don't particularly expect to come into contact with people who know how the system works. So yeah, they're terrible in general...

I mean, resellerratings.com gave them a 0.43 out of 10 in terms of quality, performance, functionality, services, etc. Yeah... they're pretty bad...

But HP is one of those companies that makes a product that you either love or hate. There's no in between about them. It's not like Toshiba where they make a decent or an okay product mixed in with the really good or really poor machines. rolleyes.gif

This is nothing new for most us laptop wizards, primarily like myself. tongue.gif
     
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post #4 of 23

never messed with companies like HP for their cust. service.-

doing so is just asking for high blood pressure and stress/headaches sozo.gif

post #5 of 23
How old is your daughter, why is she drinking coffee tongue.gif
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post #6 of 23
yea... I try to avoid having to deal with customer support on such things... I just had a battle with HP my self. had a mobo go bad in a laptop. Orderd a new one from them. Cost $350 after tax's and shipping tore down the lap top and replaced the mobo only to find that the charger plug in was bad. Have you ever made an attempt to get a refund on a broken part from them? ended up going though Flea bay to get a replacement. cost 50 with shipping.

I wish lap tops could be built like a PC..
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post #7 of 23
Never had anything good to say about HP and the quality and reliability of their hardware is abysmal.

I'm a huge advocate of Dell and have been using their PCs for thousands of users and customers. Never really had any major problems.
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post #8 of 23
just buy the keyboard somewhere online, there are plenty of sites that sell them, i've done it a buncha times. just try to buy with paypal to be sure, and beware super-long-coming-from-hong-kong delivery times happen alot.
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post #9 of 23

@OP

 

All OEM tech support are just bull to be honest, except for Asus and Lenovo / IBM. Dell is going down...

Also I really hate the fact they outsource tech support to third world countries that we can't even understand what they are saying...

 

 

Quote:
Originally Posted by grunion View Post

How old is your daughter, why is she drinking coffee :p


I wonder why you wanted to know lol. I started drinking at age 18 and coffee at 19...

 

 
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post #10 of 23
HP = Fail.
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