Hewlett Packard Complaint - New HP Desktop Has 3 Hard Disk Failures Within 3 Months
PALO ALTO, CALIFORNIA -- On 1/14/2011, I purchased a new HP desktop computer. On 1/31, Intel announced a problem that could cause a degradation over time and make the hard drive unavailable to the system. On 2/2, I raised this concern with HP. HP did not seem aware of the issue and said that unless I had an actual hard drive failure, nothing could be done.
On 8/1, my system reported a degraded RAID array and one of the RAID hard drives was inaccessible. HP replaced the motherboard and hard drive. The same RAID degradation and drive problem recurred on 10/8. I again contacted tech support, but got nowhere and requested that my issue be escalated to a customer support supervisor.
The supervisor claimed that the problem is not related to the Intel recall and that there is no other remedy they can provide. I asked him how I could ever trust this machine, and he responded that every computer is subject to hard disk failure at some point, so until that happens you can't say whether the machine is reliable or not. After lengthy and frustrating telephone discussions with this supervisor, I sent the machine back again and they once more replaced the hard drive.
I received the repaired machine on 11/4, and it immediately showed the same problem--a degraded RAID array with one disk inaccessible. I contacted the supervisor that day and requested a refund. He refused any solution other than to once more replace the hard drive.
The warranty on this machine states that HP may "repair or replace any component or hardware product that manifests a defect." How many times do they expect customers to go through this repair/failure cycle?