[AdventurousLife]

I recently bought a pc directly from HP. When it came it was missing the B/G USB Wireless LAN card. I know because (A) there was no USB device to plug into a USB port and (B) there wasn't any wireless device listed under Network Adapters in the Device Manager.

So I call the customer service department and ask for my USB Wireless LAN card to be sent to me. I of course got their customer service people in India who kept insisting to me that my wireless LAN has been pre-installed in my computer. I repeatedly tell them that there is no adapter installed. As if I were a dummy, they kept repeating that this USB wireless lan card is inside my computer and therefore I cannot physically see it. Again I try to explain as clearly as I can that I do not have USB Wirelss Lan card to plug into my comptuer and there are no wirelss adapters listed on my device manager. They then offer to have me send back my pc so that they can send me one that is similarly configured. Why would I want to do that? Why is that even necessary? I just need the USB card. Finally, I ask for a supervisor and I get cut off. This happened twice so I decided, well I'll try again early tomorrow and maybe I'll get someone from the US.

My experience with the US based customer service (at least I assume it was US based) was not any better. I told her that the USB Wireless LAN card was missing from my shipment and that I would like to have it sent to me. She puts me on hold (don't they all) and then tells me some mumbo jumbo about how they don't give the card and that I need to get it form my ISP provider. WHAT? My packing list clearly says 1 ea 802.11 b/g USB Wireless LAN Card. So she puts me on hold again. Then, she comes back and asks me if I was having trouble connecting to my wireless network. Of course I was because I do not have a wireless card. She transfers me to tech support!

Well, I thought maybe if I spoke with tech support and they can verify that I do not have the card then they can help me with getting my lan card. I explain very clearly that my USB card is missing. Techy begins to try to tell me that my PCI card is inside the computer. No, I said, USB card not PCI card. He puts me on hold supposedly to talk to his supervisor. He then returns and says he will transfer me to customer service where they can help me further with my issue.

Once again, I am with customer service. This time I think I got someone from the UK who again tried to tell me that I should have the card on my computer. Then he starts talking about cables and then tells me he would send me a cable but I would need to pay for it. No, I don't need a cable and I won't be paying for anything because I am missing a USB card that was supposed to have come with my shipment. At last I think I was finally understood and he tells me they will be sending it to me. I hope so. I will be waiting for it to come this week.

I feel like HP customer service (not tech support) is a joke. I hope I never deal with them again. They even had the gal to do a sales pitch on me while my issue was not yet resolved. Sorry, I am not up to buying anything form HP when what seemed to be a very simple issue of sending me a missing item is so difficult for them to do.