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Is HP Customer Service Good? 2018 Rating

Experiencing issues together with your HP pc? The corporate has a deep neatly of assets, together with social media, HP Strengthen Assistant and the nice, outdated telephone, that can assist you in finding the proper answer. We examined every of the tech-support assets via asking them 3 questions.

HP Tech Strengthen
General Internet Rating Telephone Rating Avg Name Time Telephone Quantity Internet Strengthen
75/100 50/60 25/40 10:00 888-698-3762 Hyperlink
Telephone Hours (ET): 8a-12a (M-F), 9a-9p (wkd)

As with different manufacturers, we requested how to give protection to our pc from the Spectre/Meltdown vulnerability, and learn how to get Cortana to answer “Whats up, Cortana.” We additionally requested a brand-specific query about adjusting the sound presets within the Bang & Olufsen keep an eye on panel. And whilst we had a somewhat seamless enjoy discovering solutions and looking for help on the internet, calling HP’s tech-support brokers did not all the time yield the precise resolution.

Internet and Social Strengthen

HP’s help and troubleshooting website online gives a deep trove of information that is simply out there for each tech-savvy and entry-level customers alike. The website online has been retooled to offer a extra unified presentation, with massive blue tabs for Device and Drivers, Troubleshooting, How-tos, Product Information and Person Guides.

I used to be particularly inspired via the Announcements and Notices tab, which has the newest safety information. It used to be right here that I discovered an editorial concerning the Spectre vulnerability, the possible have an effect on to HP units, and what the corporate is doing to deal with the problem. You can additionally discover a Home windows 10 Strengthen Heart.

1521226456 563 laptop tech support showdown our 2018 ratings - Is HP Customer Service Good? 2018 Rating

You’ll be able to both seek for normal solutions at the website online or input your pc’s serial and product numbers for a more-targeted enjoy. When you input the pertinent data, you’ll take a look at your machine’s guaranty standing, check in your product or take a look at the restore order in case it needs to be despatched again to the manufacturing facility.

In case you are a social media addict, you’ll get your questions replied by the use of Fb, Fb Messenger and Twitter. Whilst you ping the HP Strengthen Fb web page or the corporate’s Fb Messenger, you get a suggested informing you that your inquiry will have to be replied in 2 hours or much less, between the trade hours of Eight a.m. – 6 p.m. EST.

HP held true to its phrase: My query about protective my pc from the Spectre/Meltdown safety vulnerability used to be replied simply 25 mins once I despatched it. The Twitter reps took fairly longer, answering the similar query after an hour and 15 mins.

You’ll be able to succeed in an HP tech-support consultant on social media from Eight a.m to 10 p.m. Monday thru Friday and from 10 a.m. to six:30 p.m. ET on Saturday and Sunday.

HP’s Strengthen Assistant chat app remains at the taskbar for fast get entry to and is to be had 24 hours an afternoon, seven days every week. After coming into the desired data (identify and e mail cope with), a small chat window opened and, after a couple of seconds, I used to be hooked up with Asmita at four:50 p.m. to invite her learn how to trade my audio settings by the use of the preinstalled Bang & Olufsen application.

The enjoy used to be hinky as the relationship stored throwing in the towel, which pressured me to briefly sort my questions.. The location become so unhealthy telephone tech needed to name me and assist me identify any other connection. As soon as the relationship drawback used to be fastened, I requested Asmita if she may just assist me with my audio-software difficulties.

After ascertaining from me that the audio used to be working correctly and that I used to be looking to get entry to a third-party application (albeit one who HP has partnered with Bang & Olufsen to get), the HP stated that “the problem is out of scope for us.” She then sought after to raise the placement to the extent 2 techs at HP’s SmartFriend carrier. They might have the ability to assist me for a nominal charge, which used to be a bummer, to mention the least, particularly since I had Eight months left on my guaranty.

I had a greater enjoy with Paramita on the Chat Strengthen on HP’s help website online. I contacted her at 11:14 a.m. with the similar query, and she or he additionally requested for faraway get entry to to my pc. After granting her get entry to, she briefly pulled up the Regulate Panel, positioned the Bang & Olufsen panel and as it should be adjusted the settings. When I showed that the entirety used to be running because it will have to, Pamela introduced to ship me an e mail with the stairs to do away with junk information on my pc. She additionally attempted to speak me into buying some unintended harm guaranty protection, which I with courtesy declined. From starting to finish, the entire procedure took 21 mins.

Should you’d moderately now not take care of digital assistants or tech-support brokers, you’ll almost definitely in finding your resolution on HP’s YouTube channel. And beginning in August 2018, the corporate will be offering a brand new approach of tech help within the type of a cellular app. It’s going to turn out to be useful when you have have a burning tech-support inquiry and should not have a pc in entrance of you.

Telephone Strengthen

Should you would moderately behavior your tech-support trade by the use of telephone, HP has a number of numbers for customers to achieve a consultant. There is 1-800-HP INVENT for all customers, the Omen direct line for gaming pc homeowners (1-866-724-8628) and the Spectre line for top rate machines (1-888-817-4633). HP name facilities are to be had from Eight-12 a.m. EST Monday thru Friday, and from nine a.m. to nine p.m.on Saturday and Sunday. HP has name facilities in quite a few puts world wide, together with america, Canada, Mexico,Costa Rica, the Philippines, India and El Salvador.

Since our remaining Showdown, HP has made it a bit of more straightforward to search out which quantity you will have to name for which pocket book line, and for particular issues. Merely cross to the Touch Strengthen tab at the help site, input your serial quantity and you’ll be able to see choices for Fb Messenger, Chat and Telephone. Underneath the Telephone icon, you’ll be able to see your case quantity and two telephone numbers. The primary is for issues of powering up your machine, and the second one is for the entirety else.

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Right through my first name, at Eight:07 p.m., I used to be hooked up to Lize within the Philippines nearly straight away. I requested learn how to get Cortana to reply after I stated “Whats up, Cortana.” She briefly directed me to the microphone within the seek bar, which activated the virtual assistant. Lize used to be kind of right kind, as Cortana used to be up and operating. Then again, she failed to indicate me to Cortana’s settings the place I can have enabled the capability myself. Satisfied she had replied my query as it should be, we stated good-bye at Eight:11 p.m. The decision lasted four mins and 38 seconds.

For my subsequent name, at 12:16 p.m., I waited for 14 mins and 38 seconds till I used to be put at the line with Mike in India. I requested about protective my pc from the Spectre/Meltdown vulnerabilities. I used to be hoping Mike would inform me to be sure that my antivirus application used to be up-to-date, ahead of teaching me to replace my working machine by the use of Home windows Replace. As a substitute, Mike walked me in the course of the steps to verify my McAfee LiveSafe antivirus application used to be present, insisting that used to be all I had to stay my machine secure.

Sensing the hesitation in my voice, he introduced to escalate my query to SmartFriend, for a nominal charge. After I declined, Mike appeared glad that he had replied my query, and needed me a excellent day, finishing the decision after a dialogue that lasted 6 mins and 42 seconds. That introduced the overall name time to 21 mins and 10 seconds.

For my ultimate name, at 11:15 p.m., I spoke to Michael in an try to in finding the Bang & Olufsen keep an eye on panel to toggle my track. I defined to him that I used to be in search of the keep an eye on panel to switch my audio settings from track profile to films. Puzzled, he requested if there used to be one thing improper with the sound that avoided it from taking part in. I defined that the sound used to be positive, however I used to be having a look to tweak the settings so I may just get optimum audio high quality when I used to be looking at films. He defined that if I had the Bang & Olufsen, then there used to be no strategy to alter the settings, because it used to be already on the optimum configuration, which is unsuitable.

I tried to provide him another shot, and requested if there used to be a Bang & Olufsen keep an eye on panel the place I may just have a look at the sound settings. He spoke back no, and figuring out I had hit a brick wall, I thanked him for his time and we ended the decision after four mins and 11 seconds.


The Envy 13 comes with a one-year restricted guaranty, 90-day telephone help (from date of acquire) and complementary chat help for the duration of the guaranty. That is very similar to maximum of HP’s different shopper laptops. Then again, guaranty duration can vary relying at the pocket book line. In an example the place it’s important to ship your pc to HP for upkeep, the corporate pays for delivery for many methods, however customers that personal entry-level notebooks may need to pay a small charge.

A two-year prolonged guaranty for Pavilions, Envy 13, 14 and 15 with accidental-damage protection prices $181.12. The plan additionally comprises LoJack robbery coverage, alternative portions and fabrics in addition to get entry to to faraway analysis, phone and chat help.

Need to improve your machine with further RAM or an SSD? You will have to take a look at with HP. The corporate does permit for some upgrades relying at the pocket book line so long as you utilize company-approved portions. If you do not meet the ones necessities, that you must void your guaranty.

Backside Line

HP has a big arsenal at its disposal to lend a hand customers with any issues that may get up right through the lifestyles in their pc. Excluding one unsuitable resolution from the chat assistant, the internet and social parts of HP’s tech-support technique delivered dependable solutions in a cheap period of time.

And whilst we admire HP making its tech-support telephone line more straightforward to search out, we had been disillusioned at how frequently the brokers, whilst affected person and well mannered, delivered unsuitable solutions. We had been additionally bowled over via how time and again they referred us to the corporate’s SmartFriend subscription carrier for easy questions we had been in a position to reply to the use of the corporate’s site.


Tech Strengthen Showdown

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