I love my HP Envy Windows 8 Note Book. As a matter of fact I love it so much I purchased 2 within a year;one for my office and one for the living room.
I had an issue with my touch screen...a flashing light would periodically appear in the top right corner and control my cursor....to that end, I called customer service after 5 calls and 4hrs it finally got fixed.
Their customer service department is in India. Do I have to explain much more? Every time I called I was told a supervisor would get back to me and they will escalate the situation....BTW they love using that term...."We will escalate the situation". Finally someone does get back and you have to explain the whole problem over at least 3 times to the same person because they want to be sure they understand what a white pulsating flashing light is. After you explain it the 3rd time they put you on hold as if they are referring to a translator to explain to them what you have said.
7 months later the hinge connecting the laptop screen to the keyboard was loose so I called and explained. Apparently the customer service person did not know what a hinge was. "One moment please Mr. Rob" 4 minutes elapse....."Can you tell me where you are experiencing this issue"....for the 3rd time I explained, "The hinge on the left hand side is loose. I can hear it crack when I close the lap top." They also seem to use Mr. as my salutation prior to my first name. He confirmed that he understood and said that they would send me a return packing box within a few days.....following the call I received an email with my incorrect home address. I recall him asking me to confirm my home address at least 3 times....so how he screwed that up is a head scratcher.
These customer service tech agents at HP lack the confidence in communication and fear making a mistake to the point of being over careful and in the process overlooking some of the basics....hence making mistakes is the norm.
I love the people of India and I know my experience does not reflect or represent all call centres in India but rather a good majority. If it means HP must make a profit, I would rather pay more for my computer so they could afford an English speaking call centre. Yes, the English speaking person may not care as much but it will save us alot of time and frustration.
