Hewlett-Packard Company Informative - Junk Products and Service
TENNESSEE -- I purchased a HP dv9260nr lap top on June 20th of 2007 from Best Buy. Shame on me for not trying the web cam on this product until 8/02/07.
When I tried it for the first time it worked. Then I got out of the Roxio program I was using and continued working with the computer. I tried to get the web cam to work a second time and it would not. After repeated attempts I gave up and decided to call the Geek Squad at Best Buy for help. I purchased an extend warranty through them. It was around 8 PM, and no one at the Geek Squad would pick up the phone. So I tried the 800 number and again no one there. So I called HP, since the computer comes with a one year warranty with HP.
I talked with a tech who helped me re-install some drivers and the web cam worked. Since it was around 11 PM, I shut the computer down and went to bed.
My next time to try the web cam came on 8/05/07. It didn't work. had to reload the drivers again. Web is working, now I shut down the computer.
On 8/07/07 I try to use the web cam and it doesn't work. I reload the drivers and it works. but when I go to use it a second time it doesn't work. So I contact HP again. We go through the process of reloading drivers to make it work but it works only once again. The tech could not figure it out so he said he was putting me up to the next level.
At the next level the tech couldn't fix my problem either. He said he would have to do some research and call me back. After a few hours he called back. He tried to fix the problems but had no success, said he would call back the next day.
So now it's 8/08/07, around 8pm and the tech does call back. He said he still didn't have a solution but would call back the next day after more research.
It's the next day and the tech calls saying that there is a known problem with the Ricoh camera in that system. He said that the web cam has to be replaced. I asked him if it's a known problem then how can HP let it's vendors sell that system. He didn't have an answer. All he could say was someone would call me tomorrow about having the computer picked up.
Well tomorrow is here and gone and no calls from HP. In fact I have no contact with HP till I call them on 8/14/07.
I demand to talk to a supervisor, when I explain it all to him he said that he would conect my to a person who would resolve my problem. He has me on hold for 5 minutes and then said that he will have to put me on hold again. Ten minutes later he said he was sorry and would have to put me on hold again. After waiting 15 more minutes I han up.
So now I drive to the Geek Squad at the Best Buy in Knoxville. I figure since I have a warranty with them I'll let them handle the problem.
When I explain the problem the tech, he asked why I called HP and not them. I answered that folks don't answer the phone at this location. He told me that they would have to send the computer out and it would be 2, maybe 3 weeks.
After two and a half weeks, I called the Geek Squad. they told me that HP got my computer on 8/15/07 and were still working on it.
I waited another week and called them back, they said that there was no status yet on my system.
I wait another week and am told that nobody knows where the system is. I tell them someone better call me back. Nobody does.
Now I call the Geek Squads home office, tell them of my problems. They tell me that HP had my computer at the wrong site and was shipping it to another location for repair. I tell him this is no longer funny, I don't like the run around I'm getting.
On 9/14/07 the Manger of the Geek Squad calls me to say that the computer well cost over 300 dollars to repair. I tell her she better be kidding since I have a warranty on the unit. She said she will call me back. She does and says that she can have me come down to the store and pick out another computer. I asked what was there that was close to what I have. I'm told that a Toshiba was close. I ask what are the chances of getting another identical one. She said she could have one sent overnight to the store . I agree to that.
Some overnight. On 9/20/07 she calls to sy the computer is here. I drive into to Knoxville to get my new computer.
Upon getting it home I start to set it up. When I try the web cam, it works but only once. This new computer, identical in ever way to the original has the same web cam problems.
The very next morning I drive to Knoxville to return this one for a full refund which I did get. Never again will I buy another HP product. And I told all of my friends not to either. My neighbor changed his mind and bought a Gateway rather than a HP after hearing of my problem. My sister returned the recently purchased Compaq she got for her daughter for a Toshiba. And I hope a lot of you folks change your mind about buying HP.
MY HP case number was 7341879361.