Hewlett-Packard Company Complaint - Warranty and Customer Service
I bought an HP Pavilion laptop from Staples in Charles Town, WV in February 2007. I immediately had problems with it (the monitor screen would turn black but you could slightly see your work in the black screen - but not enough to be able to work on it) and took it back to staples before I even had it two weeks. They told me to notify HP so I did. They emailed a BUNCH of technical things to do to the computer which I had no idea how to do because I am not a computer specialist nor repair person so I took it to a local computer repair business with the emails and had them do the repair work. It cost me $75. It still was having the same problem so I notified HP again who emailed me more things to do so I took it back to the local repair business and had them do it again (and costed me another $154.71!), and it was still doing the same problem! I notified HP who told me then that it would need to be sent in and instructed me to save all my info I wanted saved. I am a teacher and bought the laptop to be able to use at work and at home and I had already converted a bunch of things on it from my desktop that I had gotten rid of once I bought the laptop. I finally got all my info saved and sent it in and it was bach almost within a week! I was esctatic! But I found it was STILL having the same problems. So I notified HP AGAIN, who told me to save all my info and send it in again. So I did but I had to finish all my things I had going on it for school to do it. Finally, I got it all done and sent it in. It was there a few weeks and I didn't hear anything so I called them. 800-474-6836 and return call to 877-917-4380 extension 94 for Case Manager, Kathy Walker, then option 1 for notebook problems. She was very rude and also told me that my laptop was not even scheduled to be returned after repair until August 17th, 2007. I will even will be back at work by then and will not have had a chance to do ANY work ahead of time. I told her that this laptop has been in repair for more time than I had been able to sue it and because I had already spent $230 on repair at my local computer repair business so I asked for a refund. She told me ABSOLUTELY no and that SHE was my LAST & ONLY point of contact for this complaint and that it was ENTIRELY HER decision and that she was not even thinking of a refund at all. I complained to HP about how rude she was and about having to do without my laptop for that long and that I will be paying for DSL services for nothing because I won't even have anything to be able to use the DSL! I told HP they could've at least sent a loaner. The email I sent to Corporate just sent my email to the SAME Case Manager and then SHE called me again and was VERY rude again this time in informing me that no matter what phone calls I make or emails I send to Corporate that it will all just come back to her and she WILL be the one to deal with and that if I would like to discuss this information further to call her AGAIN. I am NOT Happy with my HP Customer Service and I am NOT happy with my HP product. I have saved ALL my phone calls and ALL of my emails. I think I might just get rid of it if it ever does get returned to me because it will just be a re-conditioned laptop with all these new and old pieces put together when I get it back. I will be out $1101 for the laptop and $230 for the repairs that did no good plus all the time I could've been getting ready for my job.
ALL OF YOU BEWARE OF HP PRODUCTS!