I am going to rant a bit here…
I have always purchased HP products because I thought they were a reputable company, but my experience with them in the last week has proven to me that I could not have been more wrong about them.
We had a power outage here in Northern California which caused a surge to my computer (despite having a surge protector) and the power supply blew out. After consulting with my local computer store, I went on line to the HP site to try to get a replacement power supply. I entered the serial number of my computer and the HP Parts Store gave me a part number. I was not able to order the part from HP, however, because they said they did not have it in stock…instead I was directed to a re-seller to get the part.
The part arrived last week…and guess what? It did not fit in my computer. It was absolutely not the correct part. It was too large; not even close to being able to fit. I contacted the re-seller…who was very nice and asked me to read the part number off the old part (I had to remove the power supply from my computer to do this). Apparently the CORRECT part is not manufactured by HP, but instead of HP giving me this information on their site and having me order the correct part (which means another manufacturer would get the profit), they simply substituted in one of THEIR parts…which, as I note above, does not work.
The good news is that the re-seller is willing to ship me the correct part free of freight charges. The bad news is that the freight on the incorrect part (which, remember, HP TOLD ME WAS THE CORRECT PART), both to get to me and to return to the re-seller, is my responsibility. And it isn’t cheap. It will cost me close to $40 in freight because of HP’s mistake.
I called HP. After being routed through three separate departments, I finally was able to talk to a snippy woman in their complaint department. Did I get an apology? No. Did I get any concession that HP was in the wrong here? No. Were they willing to compensate me in some way for the $40 freight charges I am incurring because of their incorrect information? No. Snippy complaint woman simply kept repeating over and over “If you didn’t purchase the part from us, we can’t help you.” Um…I wasn’t give the option of purchasing it from them…remember, HP told me THIS IS THE CORRECT PART, but you have to go through a re-seller. Interesting, isn’t it?
So here is the bottom line:
- HP is subbing in their own parts so they can make money when a customer purchases their products, even if the subbed part is not a part which will work in that customer’s computer. Sounds like a scam to me.
- HP will not take responsibility for giving false information to their customers. They are not even interested in correcting their on-line mistake…so there will undoubtedly be other customers, just like me, who will end up having to pay for HP’s poor customer service.
- HP is rude and unapologetic to customers who get caught in this web of deceit.
Will I ever purchase another HP product? No way. And neither should you.
UPDATE: October 30, 2009 – There has been a satisfactory resolution re: this situation, which I have posted about here.