HP Notebook Elite Support Non-Support as well as HSN
Purchased HP Notebook on 11/28/2014. After attempting to install the software (the core office for typing letters) that came as part of my bundle was unable to do so. I was on the phone Monday for about 6 hours and got the run around from HSN, Elite (Not the number provided by HSN as you can not get thru that number) and pc treasures (window software company).
My first call went out to Elite (the number on the card sent with my bundle). That phone number is no longer in service and no forwarding new phone number. I then obtained a customer service number online for Elite. When I contacted Elite and spent at least one hour talking to 3 different csr’s I was told they have nothing regarding free 24/7 support for my notebook. I gave them all the info on my registration card and was told I will have to contact HSN as I will have to pay Elite for any support.
I then called pc treasures (The company name on brochure sent with my bundle). The CSR their attempted to assist me in installing my software. She searched her Data Base and is not finding the serial number for my notebook. She then searched by my address and HSN order number with no success finding my notebook and/or bundle. She advised me I have to call HSN and ask them to send me a new bundle at which time they will be able to install my software. She indicated the bundle sent is not showing on their Data Base – not working so need new bundle.
I called HSN and CSR stated they can not send a new bundle. After 30 days of purchase out of their hands and need to call Elite. I told her Elite’s phone number no longer active. She provided me with a new Elite phone number.
Called the new Elite phone number. On hold one hour when I finally decided to take their option of them returning my call. When I attempted to have this happen their voice mail states Mail Box is Full.
I then called HSN back again (2nd time). I told this CSR of my conversation with pc treasures and the need for a new bundle as my serial number, notebook, order number or address are not showing on their database which means software is not effective. She stated this is not true as there is no way the software company would have access to HSN orders. She then proceeded to tell me the same thing as first CSR. It is out of HSN hands not their responsiblity. Need to call Elite. When I told her the problem with Elite (keep in mind at this time I thought I was the only one with this problem untile reading the reviews of all the issues HSN customers are having with a product they are selling that does not exist). She told me I need to keep trying to call them. At this point I advised her HSN is selling a product that does not exist. They actually have been selling this last week. Itis false advertising. I told her I think upper management would want to be made aware of this problem with Elite. She stated she will send upper management a message on this. I asked if they will be getting back to me and she said does not know do not think so. She stated it is like if you buy something a laptop at Best Buy. After 30 days if a problem with software need to work with software/vendor no Best Buy. I was left with no help at all from HSN and out to dry.
I did attempt to install a couple more times later that day with no success.
On Tuesday AM I called software company again (pc treasures) and they again checked and could not find my name, address or HSN order number on their Data Base. I told them HSN states they would not have access to HSN orders. They stated any computers or laptops that include them in their Bundles have a Data Base which includes orders and serial numbers of each PC sold. Mine is ot shown on Data Base thus need a new bundle.
I called HSN again (Now 3rd time) and spoke to CSR who finally made some sense. She stated again at her level at HSN she can not do anything about this. I can speak to her supervisor. She further stated what will probably happen is the HSN buyer who works with HP, Elite and software bundles will be made aware of problem with Elite. Transferred me to supervisor (I will not mention name here as I did on prior comment and removed from HSN). She told me HSN is not responsible need to contact Elite. Went over the issues with Elite with no reply – no I am sorry about that…nothing…..I told her upper management should know of this and she stated a message was sent about my complaints to them already. When I asked will I get a reply she had no answer. Could care less. I then asked for upper management number and she gave to me. I will not leave number as I did on prior comment and again HSN deleted it . Its funny how HSN has time to delete names and phone numbers for customers to contact but they do acknowledge or react to any of these negative comments with actual problems with what they are selling.
I called the upper management number on Tuesday 11/3/2015 and left a detailed message. I hope to get a call back but does not seem likely.
So, basically I bought a notebook and I have to go to a Public Library in order to use any type of Microsoft Word or Core Word as non-existent with the bundle sold to me. HSN loves to toot all the bells and whistles they are giving with their laptops and computers and it brings it up to such a great value. No wonder why so many people purchased their computers/laptops. However, in my case I could have gotten my notebook at least $100 cheaper at Best Buy or Walmart. As the bundle they provided is worthless.
I did tell CSR at HSN while they are now on TV still selling their laptops with Elite it is false advertising. When they love to take the phone calls from satisfied customers what if one of their customers called and said on air that you do not get 24/7 support from Elite as can’t get thru to them. Also, forget about HSN caring about their customers.
I have bought many items from HSN over the years as well as QVC. At this point I will not be shopping at HSN and will only shop at QVC. I hope HSN does take a second look at all of these issues and take care of problem with Elite. I hope they do the right thing and just send me a new bundle. pure and simple.
Wow. Sorry for all of this headache and I know what it’s like! I thought HSN doesn’t use Elite anymore? They do use Vtec now which I’ve had bad experiences with. However, HSN should do something about this issue with people who bought electronics that were covered by Elite support as their have been many complaints about this co. also.
I thought QVC uses PC Treasures as their support? I’ve never heard them mentioned on HSN boards. I hope you get this straightened out. A lady from corporate did call me one night and was very helpful with my issue with Vtec. So, don’t give up hope!
Posted in Electronics
11.04.15 3:31 PM