Complaint: I was having network issues on my Hp computer so I called Hp smartfriend services for some assistance and I paid the one-time service fee of $99 for up to 14 days of support. I sat with the first tech for like 2 hours while he tried to fix my network issue through remote access but he couldn’t fix the problem. I told him that’s okay I just would like a refund. He proceeded to transfer my call but it was dropped instead. I called back to request the refund with a second tech but asked me to give him a chance to fix it so I sat at the computer for another 2 hours or more till it was time I had to go to work. He said he would call me again on Monday to try to fix the issue again. I decided to just purchase me another computer online since the problem couldn’t be fixed. The second tech called again on Monday and I told him I purchased me another computer and I would like to cancel my services and issued a refund. He said I had to wait 5-7 business days for a case manager to call me back about the refund. I waited to the seventh day and finally a case manager called and said they do not issue refunds. I asked what was I waiting seven days for if you don’t issue refunds. She then admitted they do issue refund but she decides who receives them. I debated with her about the issue and asked to speak to someone else. Another case manager then gets on the phone and repeats they will not issue me a refund. I continued to debate the issue and she then hung up. I looked up their terms and conditions and it says that as long as the customer cancel within the 14 days of support that they would be issued a pro rata refund. I cancelled on the first couple days and they refuse to follow their own contract. They don’t respect their customers and because they’re a huge company they feels as though they can’t be touched. I will no longer support Hp products or their services. Im still considering taking them to court.
Tags: Computer Service & Repair
Address: 3000 Hanover street Palo Alto, California USA
Website: Palo Alto CA 94304
Phone: (844) 814-1800