Bad Customer Service from Hewlett Packard Canada

By Choked

I am a graphic designer who works part time and homeschools my daughter part time. I bought a HP Pavillion dv44-2160us Notebook in May 2010.

In October of 2010 the screen of my Notebook starting shorting out. I called the service center, they said, “No problem it’s under warranty. Send it in for repair. It should be a 3 - 5 business day turn around.” I had a school deadline and couldn’t send it in for three weeks not knowing how long it would actually be until I saw my Notebook again. That was a wise decision in hindsight!

The day the deadline was met, Nov. 12th, I sent the Notebook back to HP via UPS.

I received an email that said my laptop had been fixed and shipped back to me. It arrived back Nov. 16th IT WAS THE WRONG COMPUTER. They sent me SOMEONE ELSE’S Notebook!!!

When I called the customer service line, they didn’t believe me. Luckily I had written down my own serial number. It was the only thing that convinced them.

Much confusion - they didn’t know WHERE MY UNIT WAS!

The service center called me and asked me to ship back the incorrect unit which I did on Nov. 17th.

Since that time I have had nothing but run around. Many phone calls to the ‘Case Managers’ who they all insist is the ultimate authority - right below the CEO - no he doesn’t have a boss (isn’t THAT a dream job!) My Case Manager, Nazir, finally tells me they have found my unit on Nov. 24th and they are just having their engineer check it out and make sure all is working before sending it back to me. They will also extend my warranty for 1 year to compensate me for aggravation. He promises to call or email me with a UPS tracking number later on the 24th or on the 25th for sure.

I finally phone him back at 4:30 p.m. PST of the 26th. I can’t get through (usual scenario) I leave a message and inquire when he is off today. I am assured he will be there until 8 p.m. PST. I don’t hear back from him so I call again at 6:30 p.m. PST and am told he has gone home early. NO RETURN CALL - no notes on the file to show WHERE MY UNIT IS!

I am beyond choked and highly recommend you think twice before ordering from HP Canada online. You have no store to yell at. It is all done via phone or internet and there is no boss or manager to escalate too.

I am beyond choked.

15 Responses to “Bad Customer Service from Hewlett Packard Canada”

  1. 0

    Say What says...

    SHOCKED. not choked.

  2. 0

    Emma says...

    HP sucks and the heat up very fast and shut down and so many people i know have problems with HP….

  3. 0

    Digi says...

  4. 0

    Zay says...

    That really is horrible. I do hope you get your computer back.

  5. 0

    LA22 says...

    lmao Say What. Don’t bother being a typo nazi when it’s obvious you are just old and don’t get it.

  6. 0

    Say What says...

    Actually I am 31 - far from old. Nice try though.

  7. 0

    Cheryl888 says...

    Whats wrong with saying choked?

    I’d also be choked if this happened to me. I had good service from HP when I had a defective computer…but I still had store warranty also, so was able to take it back, and not have to deal with them any longer. I find their computers to be junk, and will not purchase again (3 of them all faulty in 3 years)

  8. 0

    Say What says...

    There is nothing wrong with saying choked. However, I was under the impression that the word she was looking for was “shocked” and not “choked”. If s/he meant to say choked, than excuse my original post.

  9. 0

    Littlejalapeno says...

    If you are a Graphic Designer this could also be a privacy issue. Was your computer sent to someone else???

  10. 0

    Heather says...

    I have also had problems with HP, and I believe with the same laptop. They denied me customer service with a little over a month of warranty left. Saying the problems were “accidental” and that I would have to pay for repairs - estimated at well over the price of what I originally paid for the laptop.

    Your post proves to me it wasn’t just me & my laptop - that it’s actually them with their horrible service & lack of understanding: that it’s their products that are faulty.

  11. 0

    kerry says...


  12. 0

    Brooke says...

    Obviously s/he meant to say chocked and not shocked, since s/he said it multiple times.

    That sucks! Sorry to hear about your issues with HP. I bought a Mac after hearing about horror stories that were involving HP.

  13. 0

    Brooke says...

  14. 0

    2jk19 says...

    I agree! I have had nothing but horrible experiences with HP’s “customer service” - always speaking to someone different and although each of them had said they would record information on my file for the next CSP, it was never there! My situation ended really poorly - I lost my money and the notebook went into the recycling!

    I hope you get the RIGHT notebook back and everything is fixed. Offering you an extended warranty is the least they could do!

  15. 0

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