Hewlett-Packard Company Complaint - HP repair deleted all my data!
SEATTLE, WASHINGTON -- I recently bought an HP Pavilion laptop. After several months the AC power jack on the laptop body became unusable. A nice gentlemen at HP Customer support (turned out he was in India) spent 20 minutes with me on the phone, talking me through packing the notebook with the battery removed, and explained all the HP policies regarding warranty service.
The good news: the repair was lightning fast and free.
The bad news: HP repair service reformatted my hard drive. WHAT????????
I was FURIOUS. I felt like someone checking into the hospital with a sprained ankle and ending up having a kidney accidentally removed. Why in the world would HP destroy - without warning me in advance - all my digital photos, downloaded music, customized settings, word processor documents, emails, in the course of fixing a broken power jack?
A phone call to HP customer service proved totally unsatisfactory. I was told that HP policy is to automatically reformat the hard drives of all units sent in for repair, and that informing the consumer of that fact is part of the phone support "script". I was also told that HP encourages consumers to remove the hard drive, like the battery, before shipping their notebook.
Well I was NEVER told that my hard drive was about to be wiped clean. I was NEVER advised on how to remove it before shipping (as I was with the battery). In all my years working with computers, I have never lost a hard drive, until now. And for no earthly reason, other than a ridiculous one-size-fits-all repair policy that has surely claimed plenty more victims.
At any rate, the person who I spoke with in customer service, Marcella, told me that my complaint was reasonable and I would hear back from a supervisor within 24 hours.
I am still waiting, two days later, to hear back.
1) Apologize for taking such a drastic and irreversable action without informing me in advance.
2) Review and change HP policy regarding repairs. If there really is some justification for reformatting the hard drive of every computer that comes in (no matter what the problem), then HP should REQUIRE consumers to remove their laptop hard drives before shipping. Customer service people should clearly state and repeat the fact that all data will be lost should the hard drive arrive at HP. And most importantly, HP should specifically ask for permission to do this before agreeing to accept the item for repair.
3) In other words the script should contain this dialog: "Do you understand that once we take in your equipment, if your hard drive is still in the machine, we may delete all your data?" "I have recorded your answer as 'Yes'. Is this correct?"
4) I would really appreciated some compensation for the lost data, lost hours of work, and lost time spent on this issue. I still need to spend hours more to restore the computer to the condition it was in before this disaster. What is my time worth? I would be happy to accept compensation in the form of HP product. That would indicate some acknowledgement of HP's fault in not informing me in advance of their intent to clean out my hard drive.