BAD BAD BAD Service from Hewlett Packard

We have a less than 3 year old H-P Desktop Home Computer. We bought it from BEST BUY. Last weekend the mouse gave up the ghost so I went to BEST BUY and bought an H-P wireless, electronic, comfort mouse. About 1/2 the time it works right. The rest of the time the cursor either doesn't move at all, or it takes off uncontrollably. So I called H-P today and had to talk with techs whose voices were definitely NOT North American. I'm guessing East Indian. Their dialect was so thick I couldn't hardly understand them. Even now, while I'm writing this, my cursor is going bananas. I bought the mouse last Saturday and H-P told me the warranty was expired because it's only good for 1 year. Again, I bought it 7 days ago from BEST BUY. They told me they would call me back in less than 2 hours with recourse and an updated warranty. They didn't call back after almost 3 hours so I called them back with the Ticket # they gave me. When I called them back, I was, after 5 minutes or more holding, connected with someone whose accent was even thicker than before. That person told me that after 24-48 hours someone would get back to me. How many times do I have to go to the manufacturer to get a product that works the way it should. H-P brags about their customer service, but this is ridiculous. Thanks for listening to this rant, but I'm really P-O'd and I want to shuv this mouse up BEST BUY's & H-P's caboose.

Don't it feel good to just let it out! Take a deep deep breath.......

Heck I even feel better now, thanks.....:)


Be safe!

Steve

LoTech: That is what happens when American Firms take American Jobs Over Seas.....

The only thing that is American about Hewitt Packard is their mail box address.....~Parnelli

You are not kidding! I hate their products. I like my Dell so much better. Did anyone watch NCIS last week? I thought I was gonna see the day Gibbs was gonna put a couple holes in it. That would been fun!

Check to see if there are separate drivers for it.

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Originally Posted by kbproctor

Check to see if there are separate drivers for it.

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How Kevin? I'm no geek.

Just return it to Best Buy. Tell them it didn't work as advertised and you want to return it.

Joe,

Did your mouse come with a disk? Or a web address to download the driver? You can also type in your HP mouse model number. It should showup in your inquiry. I had a similar issue with a MS mouse and found that there was a known error and that an updated driver was available on their website that fixed the issue. Unlike a many devices and software, manufacturers don't seem to have auto update for them. At least not the ones I have used. Good luck.

Joe,

Did you feed it some cheese, maybe it's hungry......
Wana hit me now?

Put em up! :)

I keep telling you guys to buy Macs and you wouldn't have this kind of problem.

I hate HP. I'll never buy anything from them again. I told them I had a mouse problem with my printer and they told me printers don't have mice and refused to help.
What do you think?
Attachment 7568

Seriously! I had such a bad experience with a pc under warranty and HP's tech support, I have bought my last HP product.
Google HP tech support reviews.

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Originally Posted by Backcastwards

I hate HP. I'll never buy anything from them again. I told them I had a mouse problem with my printer and they told me printers don't have mice and refused to help.
What do you think?
Attachment 7568

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My suggestion about using cheese should work for you too!

hey joe,
go to this page, make certain that your mouse is plugged into the pc, click on auto detect and follow the instructions. if you are running windows xp or vista you may have to click the warning balloon that might appear at the top of your browser window to tell the firewall it is okay to download the plug in for this tool.

http://welcome.hp.com/country/us/en/support.html

i tried it and it works well. detected my printer no problems. once it detects your mouse it will give you a list of things available. click on the driver/firmware option and download the latest driver and or firmware.

this is something that everyone should know. by the time a product reaches us from the manufacturer there are usually updates posted on the manufacturers web site that address known bugs that the item may have. whenever possible always go to the manufacturers web site prior installing the device to download and install the current driver pack. if you cannot do it prior to installing the deice then do so immediately after installing the device. the updates are usually found under a category labeled "support" or "drivers and support".

my opinion on the factory built machines is that they are for the most part a rip off. i now build my own. years ago you needed a college degree in engineering to build a computer. today's machines are all modular and for the most part what is called plug and play. as far a building the hardware it is fairly easy to me and there are tons of free on line resources to help a person do it step by step. now writing software commands and programming is a different stories but that has already been done for the plug and play components. so long as the components one picks are compatible with the type of motherboard they have, the operating system and there are sufficient resources like RAM and hard disk space available there usually is no problem. in the last 5 years my system has only crashed twice. both times were my fault.

for what the factories charge i can build a much faster, more stable, longer lasting machine. all of the warranties are covered by the manufacturer of the individual components. my son went to school to learn programming and how to write software. given the fact that i may not be able to do my current job much longer we may pool our resources and start building pc's to sell ourselves. i am always willing to help you folks out though.

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Originally Posted by kbproctor

I keep telling you guys to buy Macs and you wouldn't have this kind of problem.

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sorry kevin but Mac is just more spit and polish on the same old mouse trap. the reason hackers don't bother with the Mac line up is that the government and big business, the targets they stand to make the most off of, don't use Mac. if you think your Mac is bullet proof just go to this web site and type Mac into the search block there:

http://www.us-cert.gov/

that should provide you with several days of reading. matter of fact that is a good site for all of us to bookmark regardless of who manufactured our electronic device. the reason that pc lock up is the manufacturers cut corners on physical resources to make more money. that off the shelf product be it Mac, HP, Dell or whoever has just enough physical resources to run the applications that come with the machine.

You can buy 3 laptops for the cost of a mac. No way for me.

Joe:

I have no experience with your mouse but IF it is a wireless IR mouse they can be pretty particular about what surface you roll them on, often times exhibiting the same issues you describe. For example, if I try and use my wireless mouse on a shiny surface it goes nuts.

Finially, I'm sure Best Buy will take it back but exchange it for a Microsoft Wireless Mouse. I've had several over the years and they all were problem free.

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Originally Posted by kbproctor

I keep telling you guys to buy Macs and you wouldn't have this kind of problem.

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I use a Mac for some photo editing work and it is, without a doubt, the most fussy, unreliable mouse I have ever used. The track ball sometimes works, sometimes doesn't, sometimes only works in one direction...the pointer jumps or doesn't move at all...

That said, the second worst is the Logitech optical mouse I use at work on a PC. It lurches around every now and then.

I think it has much more to do with individual conditions than a Mac/PC rivalry.

I use both but gravitate to Macs for simplicity and ease of use most of the time. I can run many of the PC only programs on my Macs but that throws the ease of use thing out the window so to speak. Proprietary software for wireless network devices, little apps like a wonderful little guide placement calculator I like to use and are just easier to use on the PC.

An intelligent user runs virus and malware protection on either platform. I about fell out of my chair the other day when ClamXav caught a virus on my Mac. It was a PC virus, but I will not be passing it on to any of my PC using friends. As Macs become more popular, they will become more of a target.

I have said many times before that the primary reason that Macs are more reliable is the fact they use a limited hardware set. Compare feature to feature, and a PC with similar features will cost about the same. My Mac laptop is currently 6 years old, running the latest version of the OS and still performs at a good level. If I had been using PCs, I would be on my second laptop at a minimum, possibly the third. That brings the ROI for the PC down considerably. Add to the fact that I would have had to set the new laptops up with new software, that brings the ROI down even further. I can connect a new Mac to this one with about any kind of cable, tell the new one to clone the old one and in about 45 minites to an hour, I have new hardware running what I am used to the same way I was using it before. All of my programs are there. All of my documents, music, photos, everything is there right down to the wallpaper. I choose long term savings over the short term.

To be honest, I find it remarkable the Windows runs at all considering the number of different devices it has to function with. This is praise rather than a slam.

I have also found that building a PC is the best way to go. I get much more reliable, trouble free, and better performing machines that way. I wish it was as easy to come up with laptop parts to build your own as it is for desktops. Step up just one level above super cheap components and you will have a nice machine.

So, I was more stirring the pot than anything. Both platforms have their good points

LOL Just about anything the government prints is rubbish.......

I have used both. I like Mac better for what I do. I have friends that use PC and like them for what they do.

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Originally Posted by nighthawk

sorry kevin but Mac is just more spit and polish on the same old mouse trap. the reason hackers don't bother with the Mac line up is that the government and big business, the targets they stand to make the most off of, don't use Mac. if you think your Mac is bullet proof just go to this web site and type Mac into the search block there:

http://www.us-cert.gov/

that should provide you with several days of reading. matter of fact that is a good site for all of us to bookmark regardless of who manufactured our electronic device. the reason that pc lock up is the manufacturers cut corners on physical resources to make more money. that off the shelf product be it Mac, HP, Dell or whoever has just enough physical resources to run the applications that come with the machine.

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Joe,

Did you get it going? If not, give me a call. I'll stop by on the way home. We'll get it going.

Nighthawk,

I'm with you on the custom build. I put one together a couple of years ago. Not even a burp since I first fired it up. Rock solid. Newegg is my friend!

Jeff

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Originally Posted by kbproctor

My Mac laptop is currently 6 years old, running the latest version of the OS and still performs at a good level. If I had been using PCs, I would be on my second laptop at a minimum, possibly the third. That brings the ROI for the PC down considerably.

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Interesting. I have a 5 year old PC that cost me less than $400.00 when purchased, running Win7 Pro 64 bit. I use some high end photo editing software on it with no issues. I am also running the latest version of Office. All I did before I installed 64 bit Win7 was to add some more memory at a cost of less than $100.00. So I am running the latest version of Windows. The latest version of Office and the latest version of Adobe Lightroom and Photomatrix along with a few others. The only app I have some concern about is Lightroom which takes a bit longer to load than I would like. Other than that my 5 year old, $500.00 PC is working just fine, thank you.

Also, the computer is a Hewlett Packard.

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Originally Posted by mnklagoon

LOL Just about anything the government prints is rubbish.......

I have used both. I like Mac better for what I do. I have friends that use PC and like them for what they do.

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Yeah like the constitution that protects your rights. Remember this date 09/11/2001? Care to guess how many times the folks behind that site have stopped attacks that would have made that one look puny and you didn't know about it? I will tell you that I don't know the number but it is substantial. While our government certainly does do lots of things the "wrong" way they are also pretty good at preventing attacks that would be extremely harmful to the nation. Think about this one; there is a good chance that at least a portion of the electricity that you are using right now to read this was generated at a nuclear power plant. Now what do you think would have happened to that plant had a certain group of people not been stopped in their attempted cyber attack on it?

Do the names Three Mile Island and Chernobyl ring a bell? It would have made them look silly. The most devestateing attacks on the agency I work (D.o.D.) for have come through cyber space and we have actually been able to stop the worst ones. That is all the further I will discuss it. Loose lips sink ships.

Then again the government really is just a mirror image of those that are governed so perahps you are correct that just about anything it prints is rubbish.

An important note on anti virus, firewalls, maleware detection programs only protect you from known threats no matter who makes the applications. It is the new unknown threat that delivers the knock out punch so don't get fooled into thinking that you have the latest, greatest so therefore it cannot happen to you.

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Originally Posted by Kerry Stratton

Interesting. I have a 5 year old PC that cost me less than $400.00 when purchased, running Win7 Pro 64 bit. I use some high end photo editing software on it with no issues. I am also running the latest version of Office. All I did before I installed 64 bit Win7 was to add some more memory at a cost of less than $100.00. So I am running the latest version of Windows. The latest version of Office and the latest version of Adobe Lightroom and Photomatrix along with a few others. The only app I have some concern about is Lightroom which takes a bit longer to load than I would like. Other than that my 5 year old, $500.00 PC is working just fine, thank you.

Also, the computer is a Hewlett Packard.

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I too have an HP laptop that is 7 years old. Aside from a RAM upgrade, it was going strong, running windows, right up until a few months ago. Everything was still going fine, I just decided to try out Linux, and love it as well...the HP is still running it just fine.

nighthawk, i dont really think that what mnklagoon said had anything to do with what youre talking about. its just another person's opinion. no need to get upset or pedantic.

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Originally Posted by Featherbender

I too have an HP laptop that is 7 years old. Aside from a RAM upgrade, it was going strong, running windows, right up until a few months ago. Everything was still going fine, I just decided to try out Linux, and love it as well...the HP is still running it just fine.

nighthawk, i dont really think that what mnklagoon said had anything to do with what youre talking about. its just another person's opinion. no need to get upset or pedantic.

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Believe me as a government employee I have a very thick skin. That is a very big necessity. However every now and then the barbs and jabs just get to be too much even if they are tongue in cheek. That particular agency has saved a lot of lives perhaps millions of lives with the work they do like that web site.

Like you said it is just an opinion and I am entitled to mine as well. It is your government. If you don't like it, change it. Like General Patton said "Lead me, follow me or get the H-E-double toothpicks out of my way". If I took things the wrong way then I appologize for it. Nuff said.

Joe,
Sorry I hi-jacked your thread and let my self control slip. Bamboozle brought up a good point about the surface you have the mouse on. Try changing the mouse pad you have. Next time you need a mouse try one of these:

http://www.newegg.com/Product/Produc...82E16826105115

Heck just pm or email me and I will send you one of mine.

If you just bought it last Saturday the warranty should NOT be up with HP. If they don't want to help take it back to BestBuy. Get a Logitech they work great.

Fatman

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Originally Posted by nighthawk

my opinion on the factory built machines is that they are for the most part a rip off. i now build my own. years ago you needed a college degree in engineering to build a computer. today's machines are all modular and for the most part what is called plug and play. as far a building the hardware it is fairly easy to me and there are tons of free on line resources to help a person do it step by step. now writing software commands and programming is a different stories but that has already been done for the plug and play components. so long as the components one picks are compatible with the type of motherboard they have, the operating system and there are sufficient resources like RAM and hard disk space available there usually is no problem. in the last 5 years my system has only crashed twice. both times were my fault.

for what the factories charge i can build a much faster, more stable, longer lasting machine. all of the warranties are covered by the manufacturer of the individual components. my son went to school to learn programming and how to write software. given the fact that i may not be able to do my current job much longer we may pool our resources and start building pc's to sell ourselves. i am always willing to help you folks out though.

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I agree. I've built several and will do so in the future.

I have to ask this....

At sometime during your conversation did you mention that you had a three year old HP computer? It may be that the language barrier caused them to think you were talking about the mouse that came with the computer and not the new one. Warranties start from the date of purchase and not the date of manufacture. In any event Best Buy will more than likely accept the return especially since it's less than thirty days from purchase.

Rich

I am surprised about any bad service from HP. I have a HP laptop that developed a problem, it was still under warranty. I called HP one afternoon and they said they would mail me a box. The next morning at 11:00 AM a Fex Ex truck arrived at my place and gave me an empty mailing box. I packaged my laptop into it and drove the three miles to a local Fed Ex mailing center. I walked in and gave them the box then left. That was at noon. As I was leaving I saw a Fed Ex semi-truck pulling in to pick up packages. At 5:00 PM that evening, a HP employee called me at home and asked a couple questions about my laptop, the computer was already at their service center in Texas. The next day, at 11:00 AM, a Fed Ex truck pulled into my yard and gave me a package containing my fixed laptop.

Now that is service for you.

Larry ---sagefisher---

Thanks for trying jeffw.