Hewlett-Packard Company Complaint - HP repair/customer service
My husband and I purchased our daughter a top of the line HP notebook before she left for college. Less than a year later, during summer session at college, the notebook stopped working. Our daughter took it to the local authorized HP repair center and dropped off the notebook and was told 1-2 weeks for repair. That was July 6th. It is now almost October and we still do not have a working computer. The repair station was unable to issue a replacement computer because it was not the store we purchased the notebook from originally. That store has since gone out of business, and was not near our daughter's school. It took me weeks to go through the continuous re-routing of calls through non-English speaking countries to finally reach someone who spoke English and said he would authorize a replacement computer because the parts were on back order. After email correspondence we were satisfied the new computer would be comparable to the original computer.
The new computer was promised to arrive within 2 weeks. 3 weeks went by and we received no computer, no contact. I began trying to reach this gentleman again, only to find out he was no longer with the company and his replacement apologized for the delay and promised a new computer within the week. Again, 3 weeks went by and we had no computer or contact. I still do not know what happened to this man, but the 3rd man we are dealing with now wants to send us a refurbished computer. This of course is unacceptable. A new computer would take 2-3 weeks. We have heard this before. So, he offered to have a check sent to us for the cost of the old computer, but it would not include the software or extended warranty packages we purchased..(keep in mind the original computer was top of the line and not even a year old!)....totaling over $500. Again this is not acceptable. We have tried every branch of HP Executive Customer relations, but they refuse to call us back and when we do speak with the peons who answer the phone, they refuse to transfer us to anyone higher up in the chain of command.
This company is great in the art of passing the buck, but not letting any of it roll uphill. If anyone has any suggestions please respond. HP does not realize it, but both my husband and I are in positions to negate corporate orders of hundreds of computers being bought from HP. While I'm sure this is not even a small dent in this company's financial profit, I hope everyone who reads this boycotts HP. They do not stand behind their products.
Problems occur with all electronics and computer equipment, which we understand, but if a company does not truly take care of the customer they should not be in business.