Hewlett-Packard Company Complaint - I can't believe how HP treats it's customers and I'm not the only one!!
I decided to order a DV7 3020ea laptop from the HP website after having had a bad experience with a mainstream electronics retailer where I ended up getting a refund. I thought I would order directly from HP and maybe I would receive the best service, how wrong I was. Anyway I ordered the laptop on the 1st Nov, it wasn't in stock but on website it stated usually dispatched within 2 weeks. Got an email confirming the order, then got another email a few days later on the 4th Nov stating that the laptop should be in stock by the 5th and normally is dispatched within a couple of days. On the 6th I received another email informing me that the logistics dept were not able to get this item in stock due to complications and that they would have a better picture of when it will be in stock on the 10th. Got another email on the 9th stating that it will not be stock on the 10th and estimated date now is the 20th but I would be informed if in stock earlier. I happenned to go onto their website the next day and saw that it was in stock, called them and they said it had come into stock that Tuesday morning and that it will be shipped out the same day. Received the laptop on Wednesday the 11th which was good. I opened the box took the laptop out, something didn't look right, the protective covering on the lid had loads of bubbles in plus there were dirt marks on the lid, it has the moonlight finish so these marks were very noticeable. Opened the lid some keys had a small amount of dirt on them, and screen looked ok however I hadn't switched it on yet. Took the battery out and lifted the laptop over to put the battery in. There were 3 deep scratches on the underside, I put the battery in and switched it on, the initial startup screen was black and thats when I noticed a dead pixel near the middle of the screen. Needless to say I wasn't happy, after paying £1000 for the laptop the condition was totally unacceptable. Called HP straight away who gave me a ref number and post sales said that they would contact logistics to arrange for a new laptop to be sent out and this one to be picked up, this would happen within "48 hours" of that call. I said ok packed up the laptop and resealed the box and package. The next day Thursady the courier came to pick it up, but no one from HP called me to let me know also there wasn't a replacement laptop. Anyhow I let them take it and I phoned HP who said that the girl that was dealing with it was on lunch and she will call me back, she didn't. She emailed me later that day telling me that she had already informed me that it would take 48 "working hours"
for logistics to contact her back, (from 48 hours to 48 working hours) my concern was that judging by their performance so far the laptop could get lost in their returns as the post sales representative had not arranged for the pickup. I replied to her email and she replied back saying that she had not arranged for the courier to take it back and they had made a mistake, so who did then I didn't!!
48 hours pass by and still no contact by them re a replacement so I rang again on late Friday afternoon, this time I was told that the warehouse had recorded the return but they still have not arranged for a replacement, even though it is in stock. I was getting pretty frustrated with the whole thing now and wanted to know the day I will get my new laptop. I was advised that the girl who was dealing with my order was going to email me letting me know. I got an email but she said that logistics would probably get back to her next week Monday or Tuesday, it was Friday. That was it for me, I emailed her to cancel the order and get a refund, no reply from her so I called HP and spoke to some one who said they will put the refund through the next Monday and it will take 5 days to be deposited back into my account. I'm quite worried about that as I just cannot trust them at the moment. The condition of the product was unaaceptable and there was damage to it and their customer service is worse, they just don't care. I have been put off HP for life now, looking at buying Toshiba.