Hewlett-Packard Company Complaint - Buying from HP and being treated like idiots
NEW YORK, NEW YORK -- HP CASE # 734-148-7504
HP Quality ID # 6300 830 396
I purchased an HP Pavillion DV2415 laptop in the middle of July 2007. It crashed on the first day. On the 3rd day it crashed 9 times and each successive boot resulted in the blue screen of death. I contacted HP troubleshooting via online chat. After the 3rd online chat was told I would receive a recovery disk that would resolve the issue. Based on this 3rd conversation, which seemed reassuring, I purchased an HP extended 12 cell battery so that I could work during a series of day trips to Boston. I put it in and charged it. When I was satisfied that it worked and would hold the charge, I went to remove it so I could replace it with the battery which had originally come with it. But it was NOT possible to remove it. The latch had jammed and there was no way it could be removed. Again, I contacted HP online support. The first person I spoke to had the gall to suggest I broke the latch. Two hours later, online with a second support representative, he did not hesitate to tell me that 12 cell and original batteries are exactly the same dimensions and are designed to be easily removable. Further, it sounded like the latch had simply jammed, so I could send it in for repair. I asked him how long it would take and he immediately said I would get it back by overnight Fedex. Fedex indicates that HP received the laptop on July 23. 3 days later I received an email stating that instead of getting my laptop on the 23rd, I would now receive my laptop back no later than July 31st.
This time I phone the HP 800 number and was told by someone in Canada that they were facing some kind of unquantifiable backlog of work which might explain the delay. In response to my repeated questions about whether my laptop had been seen by a technician at all, she continued to avoid the question and kept telling I had nothing to worry about and that I would see my laptop on the 31st. On August 1st, I still had not gotten my laptop back. I made numerous phone calls, spoke to someone in India. Vaguely polite but completely unhelpful. Spoke to someone in Canada. Was matter of factly unresponsive to my direct questions, and robotically replied that someone would call me within 4-24 hours to answer my questions and to make sure I get my laptop back. After several more phone calls I was again talking with yet another representative at some call center in India who assured me he had logged the details of my call and apologized for the person in Canada for having refused to give me the case number she had apparently been obliged to assign to my case. He would then in a few minutes transfer me to someone in the "right" department, as he put it, one who would be able to deal with my case. The voice who came on the line minutes later was singularly rude but consistent in telling me that the case manager is unavailable at this time and only the case manager could tell me what the problem was and when I would get my laptop back. On the morning of the second, I had to buy a ticket for a trip out of the country to deal with an unexpected family issue.
While I was out, an email had come in to tell me that I was to now expect the laptop on the 7th Aug. I did not get a phone call from a case manager. Hours later, an agent from HP phoned to let me know that I should expect to get my laptop around Aug.7. I phoned the HP 800 number once again and asked to speak to a case manager. The person (Canadian accent) told me I would be transferred to a case manager. Sixteen minutes and loop looping music later, a recorded voice said thank for supporting HP and the line went dead. I went online and found out suddenly, I was just one of thousands of HP customers who have been treated with such disrespect. See class action lawsuits in 2005, 2006, customer service complaints throughout 2004-present 2007.
I had purchased a laptop and saw it for less than 4 days. It was defective and I sent it in with HP's reassurance I would get it back overnight. I invested more money in HP with the extended battery based on this reassurance. I had no reason to worry they said. Someone would call me in 4-24 hours, THEY SAID. The overnight turned into July 31st. I ask what the problem was in Canada, India, Canada, India and get zero response in the US.
On the evening of Aug.1 I call HP and tell them to send me back my laptop today since they cannot tell me one single reason for the delay, and I must go out of the country with my new laptop in hand. I am told no one except the Case Manager can help me with that. But a case manager is still not available because all of them have gone home for the day. No one is interested in helping --- Shouldn't I have gotten the hint by now???? I am faced with an unexpected but urgent situation that requires me to go overseas and there is no one who will do anything to help me?
On Aug. 2, Jeremy, a case manager called me to ask me if I am certain that I would like my laptop to be sent back unrepaired. SAY WHAT? You have had my laptop since the July 23. I was assured I would get it back overnight. Then I get an email from you saying I would get it back on the 31st. On Aug.1 I phone to ask what happened. All day, your agents around the world insist they don't have any idea but I was not to worry, that I would see my laptop very soon, that someone would call. I then get an email saying I would get my laptop on Aug.7. I phone again and your agents around the world cannot transfer me to anyone who can actually help. Due to a family matter I now have to leave. I ask for my laptop to be sent back urgently. You now call and tell me IT'S UNREPAIRED???? Furthermore, you think it might be a part on order and it takes time for it to get there. I ask you what exactly is the part in question and your answer is Ï DON'T KNOW. THE TECHNICIAN DID NOT SPECIFY". I tell you that I have owned 7 laptops, never had any serious problems with any of them until this one. And you PATRONIZE ME by telling me that it doesn't make a difference what part it is. While you condescend to your customer because it is your right to do so, you violate the customer rights by withholding information requested pertinent to the customer's property which you have promised to repair and promptly send back. You insist that you cannot do anything to expedite the UNKNOWN/ UNNAMEABLE /MYSTERIOUS part in question, but you insist that the you expect the part to arrive on Aug.7 and it will be sent out overnight to me. YOU PROMISED ME BEFORE HANGING UP YOU WOULD CALL ME TO LET ME KNOW THAT PROGRESS WAS MADE. IT IS AUG.9 TODAY!!! I STILL HAVE NO LAPTOP!!! YOU HAVE COST ME MORE THAN MY EXPENSES; I HAVE DELAYED MY DEPARTURE WITH NO NEW DEPARTURE DATE IN SIGHT AND YOU HAVE NOT CALLED ME TO TELL ME WHAT IS HAPPENING WITH MY LAPTOP!!!!! It is a new and defective computer. REPAIR IT OR REPLACE IT IMMEDIATELY AND SEND IT TO ME TODAY! HP, Do You Get The Hint??
I want the all HP customers to know I share their grief. If you are thinking of buying HP consider this experience is not an isolated case but is a clear example of HP's ongoing quest to get wealthier while you suffer and agonize over your purchase--- AT YOUR EXPENSE. Obviously, THEY STILL DO NOT THINK YOU HAVE ANY CONSUMER RIGHTS.
Between these so-called representatives in India, Canada, and the one blip of the one in the US, the common phrase is "THANK YOU FOR CONTACTING SUPPORT AT HP". Yeah? Giving your customers the run around on a global scale, when they invest their hard-earned dollars in your company, you get richer, you continue to reap the benefits, in spite of blatant disrespect for your customers, now would it be surprising to us if you were simply laughing as you read this????