Hewlett-Packard Company Complaint - Dv7-1240 Lemon Instead Of A Laptop
Bought the HP Pavilion dv7-1240 laptop on January 17th. On January 19, I opened it up and not one program was responding. Called HP Total Care CSR (located in India) and spent 5 hours on the phone with him until he accessed my computer and did a Complete System Restore. The CSR then went on to reinstall all the programs. Out of the box, a laptop needs a complete system restore? I should have been told to by the CSR to ship it to into them for service or exchange it for an actual working computer. The HP CSR will not tell you that you only have 21 days from purchase to exchange your defective laptop for a working one. Their mission is to keep you from actually shipping anything back to HP. On January 27, again programs not responding. Called HP Total Care CSR and this time spoke with a Canadian CSR person. The CSR did a remote access, like the previous one, and went on to disable and remove HP Total Care Advisor security updates. The last straw for this lemon was on March 10th, when the computer would not turn on or off. The power light appears but there was only a black screen and no boot up. Called HP Total Care CSR and was directed to India once again. Spent a half hour trying to have him understand how to spell my last name.
Eventually, I made it all the way up to a Canadian who understood English and she went on to prance through all the technical mumbo jumbo, and eventually came up with the proclamation that it was a "Defective Motherboard". She then went on to say that we have to ship it in for service. When I stated that I wanted to ship the piece of junk back and have HP send me a laptop that actually worked, I was directed to a "Case Manager". He politely stated that the HP dv7 was a great product and if you ship it in we will have it fixed, but you need to act quickly because you only have 60 days warranty on this product. News to me!! So, HP gives only 21 days to exchange a lemon, when their whole shtick is to have CSR tech support prevent anyone from returning a product Then you have only 60 days to actually have it "repaired". When I attempted to ask what does that mean for me, if I get it back from service, and it is not fixed after the 60 days? No response to that question from the "Case Manager". I have spent the last two days attempting to contact my "Case Manager", for clarification as to whether I include the battery in the return box for service. He is either on the phone or in a meeting. Way to go HP for keeping the customer happy. I have contacted the BBB and hope to receive a response soon. I want a computer that works, or my money back. Right now, all I have received from HP is over $800 less in my pocket, and a big fricking headache.
Bottom line, don't buy an HP Pavilion! They sell junk and then try to prevent you from either exchanging it or getting your money back. Their bottom line is more important than your satisfaction as a customer.
Be aware, that there is wind of a class action lawsuit involving motherboards in HP Pavilions.
More Reviews on Hewlett-Packard Company: