HP 8635: SAD for the POOR, SCARY, Customer Service

First of all, I'm sorry this is a long assignment, but I'm a little worked up now.  I bought a new HP printer, I got HP printers for several years.  It was wireless and when I tried to use the CD that came with your printer, he asked for a file that says msg is on the CD supplied with the printer.  We could not find the file he was looking for so I contacted HP support.  I started to call at 13:00. The first question they asked me if I tried to do the installation myself (yes I did) and the following question was if I tried to use the CD that came with the printer (of course I did).   I gave control of person taking over my computer to get the problem resolved.  It took 1 hour and 10 minutes but got this computer to print.  I had a second computer that I wanted to also print from so I gave control of the support of my computer again.  It has been clicking around, I couldn't keep track where he went, but I don't know that he was in my network and sharing settings.  He said that the computer must be restarted, and he did that.  Trying to get to the top, I just couldn't past the sign of Windows on the screen.  I put my password and it would not go any further and he had a RED X on my network icon.  I could not in my outdated computer this stage.  He said there was a problem with MY internet, which was not possible as I could access the net on my other computer.  He said I had to contact Microsoft has nothing that could do.  I said that my computer was fine before he was clicking everywhere and they needed to solve my problem.  After about 45 minutes of discussion with them, I just finished the call.  Then, I had to take my computer to clips to see what was wrong.  When we got the outdated computer this stage, we couldn't get rid of the screen showing HP having control of the computer and there were still options NETWORK NO, it was as if it didn't exist.  The only thing we could do was to pay $110.00 a service for them to fix my computer.  Yes, I now have a year of service from them but I would not if HP had not messed up in the first place.  Staples had to do a system restore (I tried, but nothing but got error messages).  It took another 3 hours of my time for Staples solve all the problems.  I think that HP has to pay me back for that since it was their support staff who caused the problem in the first place.    Strange thing is that when I checked my email later in the evening, I had something Windows that my account had some strange activity.  There are 3 attempts to sign my account at 17:15 in Boston, which would have been my time 02:15, around the same time, I was chatting with them.  I'm on the West Coast for hummmmmm - I had lost confidence in HP at this point and if there is not a resolution for the invoices I've supported, this will be my last HP product.

Update, I received an email from HP after my post.  They are working to solve my problem.  So far, I'm impressed by their response.  If he follows through, as I am told it will be, I'll be very satisfied and will continue to be a s Comsumer HP.

Tags: HP Printers

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