Hewlett-Packard Company Complaint - HP - The anti-customer company
PHOENIXVILLE, PENNSYLVANIA -- We bought a Compaq Presario V6000Z laptop for our daughter for college a little over 1 year ago. She came home for the summer and used it a little bit each night after work. One night it just wouldn't boot up. The next day she brought it to the local computer store who checked it out and said that there was a problem with the power supply, but that this was a recall item and HP would fix it. So they sent it to HP.
After a while, we get notified by HP as they claimed to have fixed the power supply problem but found that the monitor didn't work and there were burn marks on the cable to the monitor. Neither of these things was a problem before we brought it to the store and the store will back us on this. So I called HP to talk about it.
I get technical support and after going through the endless computer prompts, talk to someone, but was told that this was a customer service issue. So I get transferred to customer service but web customer service who obviously tells me it isn't their problem. So they transfer me to someone else in customer service who informs me that it isn't their issue, but belongs in technical support. Despite my informing them that technical support already told me it wasn't their problem, they transfer me anyway. However, I got a busy signal during the transfer and then dropped.
So I call again, and after going through the endless computer prompts got someone else in tech support. I explained the phone chain thus far, and told him that before he transfers me to someone who will transfer me to someone else, and so on, that he should just transfer me to the final person who will actually help. He wants to transfer me to someone else in customer service. I blew up at this point and called him and HP a bunch of idiots and he called me an idiot, but transferred me to a nice lady in customer service. As I expected, after listening to my story, she transferred me to technical support.
This time, the person took responsibility and said he would review our case. We talked about it and I explained that since the problem with the monitor and cable didn't happen before we brought it to the store. He explained that the monitor was ruined by something leaking from the power supply, the bad part that they worked on for the recall issue. I asked him if it didn't seem obvious that they caused the problem when working on the power supply. He gave me a case number and told me someone would call back the next day.
The next day, someone calls my wife and accuses us of trying to rip HP off. She again explained that the store would back us about the monitor and cable being good before they sent it to HP, but he didn't want to hear it.
They finally sent it back to the store with the bad monitor and cable. We still haven't picked it up yet, but it is now basically useless as a laptop. We probably could hook up a desktop monitor to it, but this is where we stand.
I have never bought a HP computer before, always Dell (and I have bought many for myself and other kids of mine). My wife bought this HP because it was on sale. I will never by anything from HP again.
Their products are defective and their customer service and technical support are mostly inept. Worst of all they treat us with contempt. I work for a large computer company and will spread the word about HP, so hopefully, no one else makes this mistake.
Thank you Dell for never doing this to me. Thank you Kodak, who when I reported a camera problem, sent me a new camera (an upgrade, batteries, and multiple rolls of film for my troubles). Thank you Dell who, when I had a problem with a monitor, 1 day before the warranty ran out, gave me no hassle, and said a new one was on its way.