Hewlett-Packard Company Complaint - HP Nightmare-It has happened to us TWICE
Resolution Update on 09/10/2009:
Resolved-I finally had a phone conversation with the gentleman from HP's Customer Advocate center; he is handling the problem for me and our computer will be fixed. If you can get in touch with these people, it is the ONLY way your problem will be resolved. I am still very disappointed with the way we were treated by several customer service rep's in the service department, who were like robots and would not deviate from script to help us. If you have a serious problem that can't be resolved, I suggest you try calling the EVP of HP's Personal System's Group (you can find him on the corporate website); if you can get through to his secretary, she is the one who forwarded my email and information to the HP Customer Advocate who helped me. GOOD LUCK.
HOUSTON, TEXAS -- We are now trying to reach resolution for the 2nd defective computer received from HP after our first one was sent in for repair twice without being fixed. Now, the refurbished replacement computer's motherboard is bad, and HP Customer Care is stating that since the warranty period began in February 2008 (9 months before we received it), the computer is now out of warranty and they won't repair it for free. Even though the company's website states that the computer's warranty will be extended for 24 months after the original warranty began, which in our case, apparantly happened BEFORE we even received it. My husband is in the military and has deployed twice while all of this is going on, which has complicated the situation further. I JUST WANT A RESOLUTION AND A COMPUTER THAT WORKS.
Here is a list of events during the entire process:
1. Purchased first HP computer in 2005
2. First 2 years of ownership-Defective HP Computer: Sent the computer in 2 times for repairs, never fixed properly- they would not agree to replace the computer, simply kept insisting we send it in again.
3. Sept-Oct 10, 2007: Defective HP Computer falls out of warranty. We are finally connected to a Case Manager, who made a decision based on the history that HP would finally send us a replacement.
4. October 31, 2007: HP Replacement Computer still has not arrived. Case Manager cannot give me a tracking number, and never returns phone calls. As far we we know, my husband is scheduled to leave AT ANY MOMENT. He decides to purchase a new computer because he needs to have one while he is deployed.
5. November 3, 2007: I speak with Case Manager, who assures me the HP Replacement Computer will arrive soon. I talk my husband into returning Best Buy Computer #1. We incur a 15% Restocking Fee of $90.00.
6. November 16, 2007: No update from Case Manager. My husband has not yet left, but he still does not have a working computer. I write an email to the EVP of HP's Personal Systems Group, and speak with his assistant. She assures me someone will contact me regarding the situation.
7. November 21, 2007. Still, no update from Case Manager. My husband receives word that he will leave within 3 days. He decides to purchase ANOTHER computer, because at this point we don't think Case Manager will follow through on his promises.
8. November 23, 3007: My husband ships the defective HP Computer to me before he leaves the states. Cost: $20.25
9. November 27, 2007: Case Manager calls and is very polite and responsive all of the sudden. He informs me that the HP replacement Computer is on its way. At this point, my husband has already left. I will have to ship the HP replacement Computer to him overseas, and he will have to ship the new computer to me so I may return it and incur another restocking fee.
10. November 29, 2007: A man from HP's Customer Advocate Dept. calls me. He has received the email I sent to EVP of Personal System's Group, and offers to compensate us for the restocking fees we have incurred, along with the postage to send the HP Replacement Computer to my husband.
11. November 30, 2007: The HP Replacement Computer arrives; I send the computer to my husband.
12. August 2008: The replacement computer has started malfunctioning; the wireless internet and the DVD player have stopped working. According to HP's website, the model has a defective motherboard and is eligible for a 24 month extended warranty and free repair.
13. January 2009: My husband deploys again. We decide to send the computer in once he returns.
14. September 2009: We send the computer in for repair and are informed that the extended warranty has expired because it is only good from the beginning of the warranty period on HP's system, which is February 2007. We did not even receive the computer until November 2007, and were told we had a 90 day warranty good until February 2008. Which should have given us until November 2009 to be able to send the computer back.
How can they say our computer is out of warranty when we didn't even OWN IT during 9 months of the supposed warranty period? How can they get away with this? Now we are faced with the situation of either paying HP $281 for a motherboard replacement or just selling the computer for parts and buying another one.