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Mid December, I went on to the HP online store to buy an HP digital camera case as a Christmas present for my daughter. It came and on Christmas day when she opened her present we discovered that I had ordered the wrong one.
After the festivities were over I phoned up their customer service line to arrange a return and to purchase the correct one and was advised that I had to return the product within seven days. By now of course the seven days had already passed so this was not possible. Really helpful!
I then decided to complain online to their CEO and finally got a standard reply from someone in the UK repeating their seven-day return policy. Again, this was less than helpful.
First of all it is certainly not blatantly clear on their web site that Hewlett Packard operate this seven-day return policy, at least at the time of writing that was the case. Furthermore I would say that this policy would put Hewlett Packard at a disadvantage against other online or offline retailers, all of whom are more flexible with their respective returns policies as far as I can see.
Secondly, on this basis I personally would never buy a Christmas present from HP online, as I find it extremely difficult to return an inappropriate present within 7 days due to public holidays etc. and potential problems with the post.
I shall not be buying anything again from HP online
To repeat woodenly, their unhelpful policy serves only to show how unresponsive and unaware of customer needs Hewlett Packard appear to be. I shall not be buying anything again from HP online and I certainly would hesitate to recommend them to friends in the future.
By the way, does anyone want a HP camera case?
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It didn't say anywhere on the menu that if you've ordered and eaten your meal you can't have your money back if you made a mistake, and the waiter didn't point this out to me either when I order my meal, nor when he served it.
They refused, so I went to Trading Standards, the Department of Health, my MP, my MEP, wrote to the Prime Minister, and sent letters to the press. I will never deal with this restaurant again.
Stupid or what?
About as stupid as the original gripe.
"If you ordered the wrong one then it is totally your own fault. Deal with it.
ciaran 01-Feb-2009 17:29 "
EXACTLY !
Over the last 2 days I have spent nearly 4 hours on the phone (at 8p per minute) trying to arrange the return of the server. I was continually passed to the "right person" who never was the "right person". I was cut off on 3 occasions whilst the issue was being passed on (once after 40 minutes of slow progress). The reference number I was originally given meant nothing to most of the people I talked to (though it did to some). I was continually asked to describe the technical problem again and again even though this was all dealt with 4 weeks previously.
Despite losing the will to live I persevered and on contacting the complaints dept (not sure if it really was the complaints dept) I was given a repair reference number and a phone number to call to arrange the pick up. Feeling I had got somewhere I called the phone number given only to find that the number was unobtainable (I had even read the number back to the person when it was given it to me).
This is without doubt the worst experience I have ever had when dealing with a support centre. It has cost me a lot of time and wasted a lot of my money; though I did have the opportunity to listen to Frank Sinatra, et al.
The irony is that I was told that when (if) I do get through to arrange the pick up HP do not have any of these items in stock to replace my faulty one. Perhaps my mistreatment had a conspirital purpose after all.
I've had similar issues with an expensive HP scanner which they refused to help with. Unfortunately just before this I bought a full computer from them so I'm now just sat waiting for that to go up in smoke taking all my company files with it!!
Never Never again will I deal with HP.
I think I will stick with Dell
Is HP the next Gateway? Or even worse? Gateway just had production problems. HP seems to actually make their customers (soon to be "ex-") angry!
I'll never buy HP again!
However, things that you buy online, and by mail order, in the UK are covered by the Distance Selling Regulations and there, because you may not have seen the products for real before buying them, you ARE given seven days to reject them.
After that time, the retailer has no obligation to refund or replace something that is down to your error. As ever, faulty products are covered by the manufacturers warranty without affecting your rights.
Davetee