Why is your tech support such a nightmare process? I should have known better due to past experiences but it's been several years and I thought it was worth reconsidering. Ernie convinced me to pay $99 for HP SmartFriend Service and guaranteed me my problem could be fixed relatively easy despite the age of the computer, no web connection, and a worthless recovery disk. I spent 1 hour and 10 minutes on the phone waiting for person #6 to come on the line before I was disconnected. Another one and a half hours has passed and noone has called back yet. Person #7 couldn't help cancel the tech support charge. I asked for a supervisor 3 times and never got to one. Phillip (and he gave me his last name) was especially bad, talked too fast, treated me in a derogatory manner, and eventually told me I had the wrong department and he couldn't help me. Kudos to Carlos for at least trying to be customer oriented. It should never take a customer more than 10 minutes to connect to the person who can help them or at least arrange a call back. Sadly it happens all to often and when it is a common practice such as with HP, you should call your area someting that does not contain the words "customer, support, or service." At this point, my question is how do I get a refund? If you want to know what my original problem was, please check your call records and talk to your staff before you ask me to repeat it for the 4th time. I assume Ernie must work on commission to go to such lengths to sell tech support.
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