LOVELAND, COLORADO -- As a consumer from your state, I felt it was my responsibility to bring to your attention the following incident.
We purchased a new HP Pavillion October 30, 2006 and it began freezing up shortly after. After numerous contacts with customer service and trying everything from System Restore to System Recovery (twice) computer still froze up. Very helpful customer service people said our hard drive was dead and needed to be replaced. Thats where the 'helpful' ended and the 'extremely troubling' started. We were sent a 'new' hard drive for our almost brand new computer which ended up being a hard drive pulled from someone else's computer that STILL HAD ALL THEIR PERSONAL INFORMATION ON IT. When we contacted the 'Hard Drive Help' people, they didn't seem to understand our concern - first we were told - "that's how it is supposed to be, you just need to install the operating system". When we told them how upset we were because 1)we had someone else's personal information and 2)they were obviously sending out old parts and marketing them as new, we were put on hold for 15 minutes and then told to "send back the 'new' hard drive immediately" that there had been a huge mistake. They had our credit card number and said that if we didn't receive the hard drive back in x number of days, we would be charged for it. We contacted the people who had owned the hard drive and let them know what was happening and that we had to send it back because we couldn't afford being charged for it. The saga is still continuing weeks later, we still don't have a hard drive, but we were told today by a HP Customer Service Representative that they NEVER send out new hard drives, that they are always pulled and wiped. My husband is a broker for electronic components and in his area of the industry it is illegal to send out refurbished parts without representing them as such. We have a new computer, we would like new parts for that computer.
As a resolution, I would like the following:
We just want to make certain that HP is sending out new parts to customers who believe that is what they are receiving. Plus, we are required by them to send back our old hard drive or be charged the full price of a NEW hard drive (more than we paid for our computer), so we would like to know how we make certain that our private information is safe. Can you help us or suggest who we can talk to that can?
Please contact me if you need more details regarding this incident.