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Hewlett-Packard Company Laptops Consumer Reviews - Page 4

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HP DOESN'T HONOR THEIR WARRANTIES ONLINE
By -

PALM BEACH GARDENS, FLORIDA -- Last August 2005 I purchased an HP Pavilion 2000ze online for approx. $1,200 and even convinced a friend of mine to order the same. Approximately 3 months into my ownership I noticed the screen would dim and when I looked at the icons I noticed the electrical and battery icon would switch back & forth even though it was plugged in. If I used the computer for any length of time the bottom would become very hot and the keyboard would stop operating. Several times the alarm would go off and the only way to stop it was to remove the battery and reinstall.

I notified HP online and told them I apparently received a lemon because my friend's computer did not have the same maladies and would like a new replacement. They responded no but they would repair it. I use my computer for business and when I asked for a loaner they told me HP does not offer such programs. I told them I was reluctant to surrender my computer without some type of substitute so I continued enduring the problems while my business went through its "busy season".

Meanwhile the ability to move the chord in the correct position to gain a charge became harder and harder and at my last usage I used the battery charge up. It was at that point I went on to the HP home page and went to their list of authorized repair and their Miami store told me there was a location at RadioShack close to my home. I confirmed with the manager of RadioShack that they were an HP-authorized repair and the manager said my computer would be sent to Jacksonville and I should have it returned in the 7-10 day period from pickup.

When I agreed, I received a receipt that stated the customer would be responsible for all repairs made to my computer and I made sure to scratch that language out and add this computer is under HP warranty and HP would be responsible for all charges and signed. On the 14th day, I received a call from RadioShack stating that my parts would require more time to get shipped from HP.

On the 21st day, I received a call from the Jacksonville FL RadioShack installation stating that HP would not honor their warranty. THEY STATED THAT THEY DON'T COVER FLUID ON THE KEYBOARD! I questioned that comment again because that wasn't my computer's issue and they had the tech records to prove it.

RadioShack sent me back the computer and now I have been writing the CEO of HP, MARK HURD, WHOSE IS QUOTED AS HP AND HIS SUCCESS IS FOCUS ON THE CUSTOMER YET I have still not heard from him or anyone else who has any authority to think and make a logical decision to replace this computer.

I can not believe the moronic behavior of the HP company and THEY LIKE OTHER COMPANIES will fall by the wayside if they forget how important the customer is. I have filed with many citizens' advocacy and contacted local news organizations because it is very clear light needs to be shed on this treatment. My warranty will expire in a few weeks and I will not rest until I receive a new computer to replace this lemon but I warn anyone thinking about purchasing online and from HP AND PERHAPS TRY Toshiba.

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Seven Months to get a rebate
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AKRON, OHIO -- My 20+ week journey to get a $130 rebate. I ordered a Compaq laptop computer in the first week of January, 2006. I received the printer and laptop about five days apart; the computer arrived last, Jan. 24, 2006. I gathered and filled out the original paperwork, including the originals of all barcodes, etc. I made copies of everything.

I sent the package the second week of February and never received an email to confirm they had the rebate, as the salesperson said they would, or the rebate checks, one for $50, the other for $80. I checked the HPshopping.com rebate system. They had no record of my rebate. I was told 8-10 weeks for a rebate, so it was about week 11 before I made the first phone call to HP. The first time I called, the recording said they were experiencing technical difficulties. I called the number again a few moments later and got a rep. This would have been the near the end of May.

During this first phone call, I was told she had no record of me buying a computer and printer from them. I told them I had purchased the computer on line directly from HPshopping.com with the help of a live representative. She said she had no access to that information because they are “just the rebate center.” She transferred me to another department and this rep told me they did have my purchase information, but I had not given them an email.

I told her that, within a week of buying the computer, I changed servers and both emailed and called Hpshopping.com to give them this change. I needed them to put my new address in their system for me to access my account on HPshopping.com. At that point, they told me that my rebate must have been “lost.” One side note here: I have been monthly receiving coupons in the mail and advertisements through my email address since purchasing the computer. Someone, somewhere, had information that I bought a computer, and that I had given them my correct contact addresses, but apparently not the rebate center.

During this first phone call, I was transferred back to the rebate center. She told me to resubmit the rebate and gave me the address as Compaq/HP, PO Box 42954, Mesa, AZ 85274 and told me to address it as a Resubmit Rebate. The next day, as I was addressing the envelope, I wanted to ask on which line to write the Resubmit Rebate title. I didn't want to make any mistakes to delay the rebate further. I called the number again and was given this exact same address.

I mailed the rebate again at the end of the week, May 31, but this time, I sent it certified mail with a return receipt. It cost me $5.12 to do this. I kept checking the online rebate system on HP's website; they had no record of my rebate. I checked the USPS site to track my mail.

According the USPS tracking site, they attempted to deliver my mail June 3, but the address was “Wrong” and an attempt was being made to “Forward it.” A bit astounded, I called HP again and explained the situation. This time, a very perplexed rep said, “Why would they give you THAT address? We changed that weeks ago.” I explained to her that I had not only been given the address on a Sunday, but on that Monday as well. Two reps, different days, same address. She was at a loss to explain it, other than “It's recently been changed. You'll have to submit the rebate again.”

At this point, I lost control. I apologized to this poor rep and said, “I am not going to personally attack you as a human, but I am really angry at the company you work for. First, you lose my rebate. Then, you have no record of my purchase, then I'm told the wrong address, twice. Now you are telling me I have to submit it a third time?” I then asked her, if I bought the computer DIRECTLY from them, why I wasn't given these rebates at the time of purchase. My credit card went through. They were paid.

The delivery of the computer was something I had to sign for and they would have record of: Why wasn't I given my $130 RIGHT THEN as a credit towards the purchase? I apologized to her, she apologized to me. Then I told her, “I'm off all summer, I've got 76 days to call and mess with this, so I'm not going away. I hope the person you are recording this call for is listening to this."

Earlier that day, I had googled “HP/Compaq and rebate and complaint” on line and there are thousands of complaints against them; mostly about rebates. I told her this. She suggested, then, I wait for the second rebate to be forwarded from the address I was given to the address it needed to arrive at. I asked her how long it would take. She said, “About two weeks.” I said, “I got a package sent from Paris, France to Ohio in less time than that.”

I watched the USPS tracking site and my envelope was delivered to Young America, MN, 55558-7004 on June 8. I called again Monday June 12, 2006. This time, the rep asked me for my case number and I told her I had never been given one. I gave her my information and she went from nice to trite in about four seconds. I said, “I've called before.” She said, “We log all the calls.” I told her the whole story again, including the part about the last rep suggesting I wait for the mail to be forwarded. Again, I was told, “We have no record of you sending a rebate.”

This time, I said, “Really. The United States Post Office says that someone there signed for my rebate package and I'm getting a little slip back with his or her name on it any day now.” She insisted they have nothing and that I resubmit the rebate again and rattled an address off to me. I recognized the zip. I said, “55558. That's the zip my paperwork was delivered to. She explained the process, made excuses, and told me things I have heard before. Finally, I said, “When, from this point, can I expect my money?” She again said, “I can't guarantee you anything because I show nothing in my system. I really do suggest you resubmit.”

I said, “What's the address again, please?” In an exasperated tone, she said, “I just gave it to you.” I replied, “I really didn't think I was going to need it, so I didn't write it down. If I submit it again, it's the third time.” She gave me yet a different address: **, HP Award Center, offer # **, PO Box 7004, Young America, MN, 55558-7004. I asked her what would happen from here if I resubmitted and she said in a snotty tone, “Well, you have until October to get your rebate. You have time.”

At that point, I made up my mind to report them to the Better Business Bureau whether I got my money or not. One side note: My offer numbers are **. Where did they get the **? When I put this offer number into HPshopping's rebate search engine, there is none found.

June 19th, 2006: 6:20PM (by this time, I'm keep a careful log of when, where, and who), I called the same number I have been calling. It was experiencing difficulties and I was told to call again later. I called them right back. A menu was given, a rep answered, I was asked for a case number, I told them I've never been given one, and he redirected my call right back to the same menu I got when first called. Another rep answered and again took all my information. ** was very nice. He said to call back in a week because there was no rebate information for me in their system. Okay then. Now it has been 18 weeks.

June 26th, 2006, 2:00PM Called the rebate line. It was busy. I was on hold for about five minutes, a rep answered and took my information. I was again put back to the same menu I got before. Another rep answered, **, who took my information and told me two checks, one for $50, the other for $80 had been processed just that day. I asked when they would be sent. She said, “Ten days.” I thanked her very much.

Meanwhile, for the first time since February, I went on line to the HP rebate center and they have record of my rebates sitting there. Note to self and to all other rebate senders: Go certified mail. Proof is a beautiful thing. The fact that the Post Office is a branch of the Federal Government is even better.

July 7, 2006, two checks from HP arrived in the mail; my rebates, finally. It only took almost seven months, sending it twice, many phone calls, many times being transferred around, and paying for certified mail. I will NEVER buy an HP/Compaq computer again unless the rebate is instantly given to me.

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Why Does It Take SO Long to Receive a Rebate?
By -

NEW JERSEY -- I recently wrote to Hewlett-Packard regarding the fact that it has been over 2 months since they acknowledge receiving my rebate information, and yet I still hadn't received the rebate. Well guess what? Today is 11/10/05 and I still do not have the rebate. The letters detail the problems I've had. After calling me after my first email and telling me that I should be receiving the rebate "soon", there has been no further follow-up and no response to my second email. I WILL NEVER PURCHASE ANOTHER HP PRODUCT, and will tell anyone who will listen about my horrendous customer service experience. If you intend to buy an HP, be forewarned.

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Sells Poor Quality Machines
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

PALO ALTO, CALIFORNIA -- My HP laptop has electrical shortages and shuts itself off without warning after only a little over a year of use. I guess HP makes poor quality products. Their service is even worse.

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HP customer service is non-existent
By -

Okay, here's the deal folks. Don't count on HP customer service for anything. They will not honor a coupon on a purchase that has already been made, and they will not cancel an order for any reason. You HAVE to refuse the order at the door. Now tell me, if you walk into CompUSA, BestBuy, Circuit City, WalMart, insert name here ___________, will they not honor a coupon as long as you have proof of receipt and the coupon has not expired? Not HP. The customer service at HP is non-existent. I worked for Dell laptop support for a couple of years. They have a subdivision called "save the sale".

Basically, if you were a distraught customer who threatened to refuse your business, you got forwarded onto these people who would literally bend over backwards to "save your sale". I know of many times when they practically gave away machines, because Michael Dell knows what word of mouth means.

HP does not know this. I have called customer service three times; I called them the SAME day of sale, only a couple of hours after placing the order online to upgrade the processor. "No can do", they tell me. You have to refuse the laptop at delivery and then place another order. I must admit, I was guffawed. I read these forums and discovered the 10% off coupon. I promptly called HP Customer service, and even after asking for a supervisor was denied the ability to use the coupon, even though the coupon has not expired. It's HP policy.

After coming home this day, I talked to my wife about the lack of customer service, and she thought I should call them again. I did. I called and again was refused by the first level of support. I asked for a supervisor. I explained to him that I have many years of experience in HP printers, and how I know they are the best out there, and that if the customer service is this bad, I will no longer be recommending their product, not to mention losing my sale. His reply??? "It's HP Policy".

Well then, he just costed HP thousands of dollars in my recommendations. Customer service is the name of the game. HP doesn't offer it. Apparently they have not heard the phrase "The customer is always right". I will be returning this laptop when it arrives, and I will NEVER buy any product they sell again, unless I hear that they have learned to respect the one who matters the most... the customer.

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Hands-down the worst laptop experience ever
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PALO ALTO, CALIFORNIA -- OK - I thought writing to the company about the problems with my HP dv7-1020us was enough, but after what I discovered tonight, I'm going to get my issues with HP out there: Where do I begin...? Well, first, there was the wireless card failure while I was oversees and in the middle of an online master's degree course. I had to borrow laptops from friends to get my assignments turned in because there was no hardline network available. Then, the battery on this dud stopped taking a charge, tethering me to a wall outlet for any sort of use.

Most recently, the computer stopped booting altogether and would blue screen before it even got into windows. Virus? Corrupt OS? Nope - yet another hardware problem: this time it was bad RAM. What was HP's cure for this bad RAM? They replace it AND wipe the hard drive clean. Anyone who's built their own PC knows that there is absolutely no reason to wipe a hard drive to replace a stick of RAM, and yet there was not a single software issue listed in the repair summary that would warrant deleting all of my files. Yeah, I backed up my files regularly, but couldn't do so before sending it to them because the thing wouldn't boot!

Then came the kicker: last night, after getting the laptop back from HP and seeing that it had been reset to the original factory installation, I decided that there was no way I was going through all of the trouble (spending hours once again gutting this machine of all the trialware/crapware that was put back on it) to get this set up again given its complete unreliability. So, I start to go over it with a fine-tooth comb to make sure everything now works so that I can get it on eBay and be done with it.

During this check-up, yet another problem becomes apparent on a machine fresh from the repair center: the Blu Ray drive now no longer reads Blu Ray discs! Once again, I am on the phone with HP tech support for 2 hours trying every software fix out there to no avail. They are mailing out a replacement drive as of today and refused to expedite the shipping despite sending a previously functioning Blu Ray drive back to me broken. These issues are totally unbelievable for a computer less than a year old. Steer way, WAY clear of HP laptops if you value your time, data, and money. Expect nothing but headaches and don't expect HP to stand behind their product when it fails.

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HP Case Manager line is a scam
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BAY AREA, CALIFORNIA -- I have been having a tough time with the case managers. They never call back even though they promise to call literally in a couple of minutes. It's always us calling them back and even then it has been almost impossible to get to the case manager assigned to our case. 99% of the times some other case manager picks up, tries to reach out to the primary case manager, doesn't get a response, comes back to us and tell us that they can take a message and do absolutely do nothing beyond that.

The case cannot be transferred to any manager other than the one we were assigned to in the beginning. Worst even, we can't even get to talk to higher authorities for escalations. This is the first time I've heard that we do not have any options for escalations. Usually there's always a manager that we can talk to, with their e-mail address made available to us but not in this case. We're pretty much stuck with the case manager we are assigned to!!

Our problem is with a laptop we bought in Dec 2007 from HP's website. That laptop died within 10 days of its purchase so we called HP technical support for assistance. In the meantime we also asked for instructions on returning the laptop for a refund. Technical support asked us to try out various things, none of which were helpful in repairing the laptop and finally directs us to contact HP Shopping for a refund.

When we call HP Shopping we are told that it's beyond 21 days of purchasing the laptop so a refund is not possible and we are asked to contact a case manager. It's been a nightmare since then! The case manager never calls back. We kept calling all the time to ask for updates and even on those rare occasions when we do get connected, we only got curt responses.

All in all, this has been a sordid affair! In fact this is not the only forum where customers are complaining about HP's abysmal service. I just googled up for "HP Case Manager" and couldn't find even a single post which is satisfied with case manager service. Looking at the way the case managers are never available, it just appears that they are experts at being evasive!! I'm just wondering if we actually should consider a class action lawsuit here. Maybe, just maybe we have a strong case if we approached this issue collectively!

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Bad Laptop and Customer Service
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ALBANY, NEW YORK -- I'm not sure what to rip apart first the laptop or the customer service. I guess I'll start with the laptop. The laptop is used for personal use and for a laptop it doesn't get moved around much, so there isn't a lot of wear and tear on the unit. I have owned the pavilion zx5180us less than 2 years and already have replace 2 hard drives, a motherboard, ac pack and the battery. That doesn't include the number of times that the laptop just shut down by itself, locked up or given me the blue screen of death.

All these problems started approximately 3 months after purchasing the laptop. If I wanted a laptop that was unreliable I would have bought a used one, I assumed that buying a brand new one I wouldn't face these issue so early in its life. That's what you get for ASSUMING your getting a quality product from HP. BOY DID I GUESS WRONG!!! I will no longer purchase an HP product nor will I recommend HP to anyone either. Talking with the techs at my company HP is no longer in their vocabulary either. Very unreliable is all I hear. I wish I would have talked to them before I threw $1700 bucks down the drain.

Now for customer service. Every review I read is right about their support. That is if you can understand them. I was hung up on twice by them in less than an hour by two different case workers, both times after asking for their supervisor. Mind I never raised my voice at them. One case worker even had the nerve to tell me that a laptop should be move around that much. OK why would I buy a laptop if I didn't want to use it from the couch or deck. I understand banging a laptop can ruin a hard drive but please moving it from a desk to couch.

I was always taught that the customer comes first, but in HP's case money and sales comes first to them. Product Quality and Reliability is nowhere to be found. Obviously their reputation is going down the tubes by all the negative press that can be found on the internet.

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Complaint regarding HP laptop
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UAE -- I am writing this to complain about the poor support services by HP. The following is the content of the email I have sent several times to different departments. There has been no convincing reply /solution to the issue yet. I want you to help me and tell me what to do about it.

“I do not know how many emails I have sent to Hp support in South Africa, and to the customer service in Dubai International Airport since they have already been 50! I am tired of explaining the problem to everyone because nothing is not happening about that! It has been 4 months I am involving with this issue. I bought 2 HP laptops which obviously is not going to happen again throughout my entire life and my friends' too! The units did not work properly from the very first week I purchased them from Dubai International Airport.

Here, in South Africa, the technicians told me they are neither able to repair them, nor to provide us with new ones, so I sent them back to Dubai to replace them with new units, but what they did was to repair them. Please keep in mind that I am not going to use new laptops which have been repaired and have replaced main parts any longer! I am feeling sick about your poor support services for HP.

At the time of purchasing, the salesman told me it has global repair/exchange warranty, but it seems it has been a big lie! I do not stand this anymore. I already was not able to do my job since I had bought it for work. Unless you do not provide me with 2 new units immediately, I am going to act publicly about it and also claim for these 4 months I could not do my job. This is my last warning to you, and I hope you will do something about it before too long.

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No More HP's
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Purchased the computer in August 2010. By October, it was randomly shutting down when powered by battery. When I plugged it in, it said "plugged in, not charging", then I did a battery check and was told the battery was bad. So I contacted HP and was sent a new battery. Everything was fine for a few weeks, then the same exact problem began occurring again. Called HP again and was told to send in for repair. According to the tracking on their website, they had it all of 12 hours before sending it back to me. This time with a new power cord. Again, all was fine for several weeks before the same thing started again.

Called HP again. Rep told me a new battery would definitely fix the problem. This is when I began asking for a replacement to no avail. Got the new battery, everything was fine for a few weeks until... yep, once again I've got a bum computer. So after calling HP and finally being connected with their escalated customer service program, I asked for and expected a replacement computer. The representative wouldn't budge and insisted I send it in again. So I did. This time, they replaced the motherboard.

All was great till last week (May 3, 2011). Once again, it's shutting down randomly and the battery won't charge. So I called the representative back. Left message, never heard back. I called back today (May 9) and finally got her to call me back but instead of offering to replace the computer, she tells me that I must again send it in for repair. This is the 4th HP in our household and it is the last one I will buy. I am looking to update my son's but I will not consider an HP. After two times having to send it off for repair, I feel I should be offered a replacement computer. They have had enough opportunities to fix this problem. I'm done.

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Hewlett-Packard Company Laptops Rating:
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1.0 out of 5, based on 9 ratings and
136 reviews & complaints.
Contact Information:
Hewlett-Packard Company
P O Box 10301
Palo Alto, CA 94303-0890
650-857-1501 (ph)
650-813-3254 (fax)
www.hewlett-packard.com
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