best2serve.com

Reviews:

A bit slow but everything worked

After I had purchased a service session I was unable to speak with one of your technicians. I tried several times and consequently abandoned my efforts.

I am writing to express my disappointment and frustration with the recent experience I have had with HP's customer service regarding the repair of my HP ENVY x360 Convertible. Firstly, I am shocked to have been charged for the repair of my laptop and that now that I have finally received my ‘repaired’ laptop, that the USB point on the left of the laptop is not working and there is also now a dent next to the hinge which wasn’t there when it was collected for repair. I cannot understand how the damages of the bottom of the laptop falling away from the base was put down to misuse. Furthermore, when receiving my ‘repaired’ laptop, the base again came apart within two days of use. This makes me question whether the original amount charged was correct and has given me a huge distrust in the repair and I am waiting for it to break again. I have had this laptop for a year and 8 months and as a university student, it is used daily. I would consider that the laptop was not fit for purpose rather than this being put to misuse. Furthermore, I expect that with extended warranty that I took out to have covered this. As a university student, I rely heavily on my laptop. The first repair from the date which I rang to the date which I received my ‘repaired’ laptop has taken 24 days then considering the second repair, I have been without my laptop for over a month. The expectation that I could use a spare laptop has appalled me and the absence of support to lend me a laptop in the meantime has been frustrating. Furthermore, the endless phone calls that I have made to attempt to resolve this issue have been time-consuming, exhausting, and ultimately unproductive. One phone-call lasted 40 minutes having been passed to three different callers to then be passed back to the first place I called. The lack of effective communication and the repeated need to explain my situation to different representatives have left me extremely dissatisfied with the service provided. The extended period it has taken to repair my device only adds to my frustration. I do not understand how it took two weeks before there was an ‘attempt’ to contact me about my laptop repair which I did not receive any miscalls from. Without me calling the hp sales centre, I worry whether I would even have my laptop back by now. Furthermore, the lack of follow up from receiving my ‘repaired’ laptop has been disappointing. I expected a more efficient and timely resolution, considering the inconvenience I have faced due to the faulty product. When the base fell off for the second time, I rang hp to be greeted with the response that this would be a charged repair, yet this was clearly the same fault I initially had. I was told that I would be contacted later in the day after me asking them to contact the repair team to prove that this would in fact be under the three-month repair warranty rather than the ’24 hours’ which I was wrongly told on the phone. Since no one did get in contact with me, I had to give the customer services another phone call to be told that the repair was under warranty (so another 4 days wasted and without my device working) and that they would take it in again for repair I insist on this to be investigated further including an explanation for the delays in contacting me about the repairs and a way forward to resolve the damage which has been caused to my laptop by the repair. I also need an investigation as to whether I was charged the correct original amount as it is apparent that my device was not repaired originally. It is disheartening to experience such a lack of customer care from a reputable company like HP. I trust that you will address these concerns urgently and provide a resolution that reflects a commitment to customer satisfaction. I look forward to a timely response and the prompt resolution of these issues.

Email to the they had wrong machine number heard nothing.

Nothing more to say

simple service

On 8th February 2024, as there was a so-called “special offer” I ordered an HP Care Pack 3 Years for my laptop and paid £76.70 by credit card. The transaction has been processed. I then had a change of mind and decided to cancel the order which I understand I am entitled to do within 14 days (possibly 30 days). The only way I could find to cancel it was by emailing Trusted Shops GmbH. I did this on 8th February and received confirmation of cancellation in German on 9th February. I then requested a response in English, which I received on 13th February but there was no mention of the refund of my £76.70. I realise now that Trusted Shops was probably the wrong organisation to inform that I wanted to cancel my contract. In my opinion, the whole order process was rather convoluted and there were too many parties involved. Best2Serve emailed my Care Pack contract on 12th February, which I didn’t see until the 13th and immediately emailed their Service Team to cancel the contract but to date have not received an acknowledgement. I am becoming concerned that they will not cancel it. I would request some immediate clarification about the cancellation process and/or confirmation that my refund is on its way. Happy to provide further information privately.

Why has my new Warranty not been activated?

No idea where the order is or what is going on, still waiting to know what is happening after two days. Online account still shows no order placed despite monies being taken and cleared.

I paid to talk to a tech expert regards my HP printer fault. Took me 3 hours to get through to talk to someone. Once I did get through they said take out the cartridges and replace them. I said I have tried that myself over a 100 times and it does not fix it. The lady asked me to do while on the phone. I did exactly as she asked took them out put new ones in and then repeated it. She them said its broken you a need anew one. I emailed a complaint. I've had no response form the complaint and intend to take it up with ombudsman as you must respond to an official complaint. So in my view your service is disgraceful and your tech support is very very poor indeed

Very poor customer service and slow response time.

You could try prioritising customer service.

I liked that I could ring and speak to a technician to help fix my printer issue. However, I expected more "technical" assistance, i.e. a diagnostics check or something similar to be used to ascertain what the issue actually was. After being told to wipe the print heads with a damp cloth, I was told my cartridges were dry despite ink still being shown on the HP Smart software. So the solution provided was buy new cartridges, which of course worked. Solution was correct, so pleased a fix was found, but a little disappointed with the added cost and very basic "technical" advice. That said, the lady was very helpful and understanding.

Liked the fact that the consultant was like a dog with a bone and was determined to get to the root of the problem and resolve it. After he had worked on it in excess of 5 hours it was agreed that work would stop at that point (11pm at night) and resume next morning. Whilst I was entirely happy with this approach, it did surprise me a little that it took that long and the problem was still not rectified.

Your agents were very helpful but in the end it proved that the printer was faulty and it was returned to Argos .They gave me a part refund which was very reasonable.It is a bit annoying that it cost me over £40 to eventually find that there was a fault with the printer.

I don't see why one needs to pay for technical support on an HP product which is still in warranty but the problem was resolved efficiently by the contact person

Easy to use. Easy to use. They have a really good set up. Enjoy using it.

Everything is explained very clearly