Hewlett-Packard Company Complaint - Inferior Product and Atrocious Customer Service
40324, KENTUCKY -- In May 2007, I purchased a HP Pavillion dv2000 Notebook. In early November the Notebook stopped working and was sent to Hewlett-Packard for repair. According to HP the problem was "1/NO VIDEO..REPLACE MLB 2/OPTICAL DRIVE CAN NOT MOUNT...REPLACE OPTICAL DRIVE." It was repaired and returned to me a couple of weeks later (November 30th, 2007).
Then on December 11th, 2007 the Notebook stopped working again, and again I sent it to Hewlett-Packard for repair. This time, according to Hewlett-Packard the problem was "NO BOOT==>MLB. However, the Notebook was in Hewlett-Packards possession from December 12th, 2007 until January 22nd 2008. I made numerous telephone calls to HP Customer Service to get a status on the Notebook, but to no avail their service department could not locate my computer by the Customer Service Number or Federal Express Tracking Number. It got to the point where I started writing down the names of each individual I had spoke with and a synopsis of their explanation in regards to my notebook.
On each occasions when I called the 800 number I was connected to another country, and transferred numerous times. Between Customer Services and Technical Support, I was bounced back around back and forth. After becoming irked, I demanded Hewlett-Packard's Corporate number, so that I could write a letter and voice my dissatisfaction with their product and service. (Of course Corporate Headquarter's mailing address is unavailable to the general public.) Finally, I was bounced over to a Case Manager located in California. I was told that HP would look for my Notebook and either repair it or build me a new one. In addition, the warranty would be extended for another year. What good does an extended warranty mean if the Notebook is constantly breaking down? Under the extended warranty it seems that the Notebook will spend more time in their service department than with me.
However, it seems that Hewlett-Packard does not care whether their "out sourced" employees are unable to communicate effectively with the general public or that computers get lost/misplaced while in their possession. Imagine a customer service rep having to "spell the words" they are trying to say. For example, the rep had to spell the word "issue" in order for me to understand what they were saying. I could hear what the rep was saying, but I barely understood them. When I told the rep I couldn't understand what they were trying to convey, people in the call center started yelling and screaming insults in the background. Moreover, imagine calling a case manager and being told that they "just stepped away from their desk or they are on another telephone call." Anyone who has worked in an office environment know the office poli-tricks in order to avoid a customer.
Hewlett-Packard is very much aware of what is going on. They know that their products are build with inferior parts, and yet they will not do anything to alleviate the frustration and burden they are placing on the consumers. Other than "we will fix it so that it can break again" Hewlett-Packard will not address the "issues" regarding the lack of communication with their reps. In other words, Hewlett-Packard is bending some of us forward and some of us backwards having their way.
Nonetheless, upon receiving the Notebook (1/22/08), I learned that now the DVD drive does not work. Which means I will have to send the notebook back to Hewlett-Packard for the third time. Thus, I purchased the Notebook in May 2007, and from November 2007 to January 2008, the HP Pavillion dv2000 Notebook has either stopped working or malfunctioned three times.
It is my wish that enough consumers join together and initiate a "class-action suit" against Hewlett-Packard. They are selling the consumers "inferior products as well as providing atrocious customer service."
When it is all said and done, everyone of us who allow this type of business practice to carry-on, we are responsible for permitting and therefore promoting it.
When will this Corporate Nightmare come to an end?
A Steamin Consumer