HP Complaint - Do not buy HP or trust anyone on 1800 hp invent
On September 9, 2011, my PC, HP Pavilion Elite Desktop stopped working. I called into the 1-800 HP Invent line and was told that the PC no longer has any warranty. I was informed by the gentleman on the phone that he could repair my pc if I paid for either a one time or year warranty. I asked what happens if you are not able to repair my pc? He replied that he would refund the charge. Against my husband's wishes, I agreed. After a few minutes, I was informed that the motherboard had gone on my PC. The call went on, whereby I tried to purchase a new PC, however the wait time on the Canadian line was much too long, and I opted to purchase an HP locally. However, before I hung up on the call, I asked the man (who had told me he was from Calcutta in India) when I would receive my refund, since he was unable to fix my pc. He replied that he would process it and that I would see it on my next statement cycle. After purchasing a new HP pc, last week, I called in to your 1800-HP invent line and was told by another person, that the refund was not done and he said that he would do so.
I then received a call back today from a man by the name of Richard regarding case # 7502111279 who explained that the charge that I was charged will not be refunded and that basically I should have known that these charges are never refundable. I explained, that is why I specifically asked what happens if my pc is not able to be fixed. It was only after the gentleman from India explained that he would refund my money if that happened did I go ahead with the service. Richard then went on to say, what you expect people to do this for free? That is not what I expect, but I do expect that people will live up to what they say. I asked Richard, how a company can have employees state one thing and do the opposite, is that was HP stands for? I encouraged him to go back and listen to the conversation, as I was told that my call was being recorded at the time. Richard's only concern was that I be told that I would not receive a refund.
Am I naive in thinking that a company stands behind its employees, when an employee states something, or is this how HP does business these days?
I am writing this letter with the hope that it saves other people the hassle and shock of how a company can promise things and do the opposite.
Just a customer....I would hope this still means something.