Hewlett-Packard Company Complaint - Repair Dept. Damaged Product and Did Not Repair
CALIFORNIA -- I purchased a Presario C300 Laptop in November 2006. It stopped working suddenly on April 10, 2007. I called Technical Support. They thought it could be the AC Adaptor. After doing the checks they requested, they said the laptop needed a System Board. But it needed to be sent to them for repair - they estimated they would have it in their repair shop for a week. Via Fed Ex, they sent me a box and packing materials to overnight the laptop, which I did. I received an email informing me they received the laptop on April 12, 2007. Two weeks went by and I heard nothing. Their website to check on status kept showing progressively later dates for return - May 3rd, May 30th. So I called their customer care department and could not get an answer as to what was taking so long. First it needed a system board. Then it needed a mother board. Then it needed some sort of upper logic technology replaced. I asked to speak to a manager. I was told the none was available and someone would return my call. I received a message (not at the cell phone number I asked them to call) saying the computer would not be repaired until May 30th but no other explanation and I do not know if this individual was a manager or not because you could barely understand their diction. On Monday, May 7, 2007, I received a Fed Ex package in the mail. It was my original laptop, still not working and now damaged! It was NOT damaged when I sent it to HP. There is something rolling around loose inside the laptop; the keyboard is all messed up; there is a big lump in the metal framing as though something tried to push it's way out from inside and the locking mechanism where you close the computer does not work at all, plus it is now a danger as the very sharp edges are exposed! There was a preprinted note inside the box saying they did not repair it as they could not reach me for approval of the repair! I called and asked to speak to a manager again. Of course none are available. I was left with the "option" of returning the computer again or waiting for a manager to call me back. I asked for a manager to call me back and was told I will have a call within 36 hours. We'll see if they do. I've filed a report with the Better Business Bureau as well. I have heard of many others having similar problems with this company.