Hewlett-Packard Company Complaint - HP Charges for things that are not broken
COLUMBIA, MISSOURI -- I bought a Compaq/HP laptop back in April 2007 from Staples. Since I bought it the battery quit in less than 6 months, the motherboard went down and had to be repaired in 5 months after getting it, there was a recall on this same motherboard and it had to be fixed free last year. Now, there is another motherboard recall that I did not know about until I called to report the same issues I had going on the last time they recalled the thing (wireless stops working, computer shuts down on it's own, video does not work right, and more). I was told I qualified for the recall and they sent me a box to ship it back free of charge on March 23. My order online stated it was under recall and no charge would be made. Now I look online and see that they are not sending back my laptop and want proof I purchased it and to pay $320.50! I called and demanded my laptop be returned NOW! I told them I was not paying for anything as I was told it was being recalled. They said they could not do anything about it until tomorrow because their systems were upgrading! I asked why I could view my own info online if everything was upgrading! I told them I was not paying for anything and that I better get my laptop back or I am calling the Missouri Attorney General and then calling whomever they tell me to call to get my laptop back. At this point I am treating this as stealing! I was told to call back Sunday to fix the issue. I am sooooo pissed off! I am a student and need my laptop that I PAID for! I should not have to use my kids computer when I bought my own.
Part 2: Called HP back today as told to do. The man looked up my info and saw that I was covered under the warranty program (recalled motherboard). The recall extended the warranty 24 months from the first day of the start of my original warranty. So, April 2007-March 2009 is 23 months. The agent said I was not passed the 24 months and it would be free to fix the recalled motherboard. Side note: aren't recalls a free fix anyway??? This must be why they worded it "extended service warranty" HA. Anyway, the agent said the repair center is supposed to call before they charge anything. I told them I never got a call or email either way. He made sure they had my phone number entered correct; they did. I was then given the number to the repair center and was told they were open today. I called and they are only open Mon-Friday....lets see what this place says tomorrow. HP said it was free.
I either want my laptop back in the condition it came in or fixed for free as promised! EERRR
Part 3: I called Hp repair department today and was told that they were fixing the motherboard for free and that the charge was got the power cord and optical drive. They claim that the repair guys could not get one of their disks to read. I told them that my power cord is brand new and that I was playing movies and cds on that drive no problem before they got their hands on it. I told them that they are only authorized to fix my motherboard as told to in the first place from the recall of it. They agreed and said there was not charge and they would send it back when fixed in 7 days. I then called the Computer Center I got my power cord from. They told me that they have this issue from HP a lot and hear horror stories from HP customers on the V6000 series all the time. Right now, HP is loosing so much money that they are trying to charge peope for things that are not wrong with the laptops in that series and a few others he named off from them. But, Josh from Computer Center said to bring my cord back in and they will test it in front of me and, if needed, give me another one. I asked Josh what brand laptop to get that was reliable. HE said no laptop these days are 100% reliable, but HP was the worst of them. He told me the Toshiba I found at Bestbuy was probably one of the better ones and to go with that.
I will give this one to my oldest until I can afford to get her a more reliable one. It will at least work for her until I get my next refund from school loans to get her one like my new one. Again, HP laptops suck...maybe their desktops are better. I heard their servers are great! Their repair center and customer service in India is VERY bad. The repair center talks to you like crap. Wow, if you want me to spend money....why not treat me like a customer? Let's see if they give it back or now in the 7 days promised.