Hewlett Packard Complaint - WORKING WITH A HP CASE MANAGER & CUSTOMER RELATIONS IS A NIGHTMARE!
PALO ALTO, CALIFORNIA -- I am extremely disappointed with HP and its practices when a customer needs service / replacement with defective devices. I spend countless hours / almost 30 days with your outsource company dealing with un trained, emotionless agents that just make my situation worse, when I finally reached a case manager it was no better as he tried to replacement a lesser value monitor than what I originally purchased.
I was never told until just recently that HP doesn't repair defective devices. . So instead I received a used and out of warranty monitor that was also defective. I have emails and voice mails from my case manager indicating that if I sent back the 2509 monitor, he would ship out the 3rd 2558 monitor, then two days later he changed his mind..
Purchased brand new Desktop & Monitor 2/17/2010.
Discovered monitor was defective, reported it and it took HP over 30 days to finally send out a replacement. I was told my monitor would be repaired instead,
Replacement that was sent was also defective and it was used and out of warranty. when I complained, I was sent a lesser value monitor without all of the features that I had purchased. I was then told my model is not made any longer, I was also told that HP could only send a refurbished unit. I was told they would send out another monitor like mine IF I returned the lesser value model, I said no problem, then HP changed their minds and demanded both monitors. I stated that I could not be without any monitor since when I sent my new monitor it took over 2 weeks to receive.
HP replaced my w2558hc monitor with a lesser value monitor 2509 that didn't have the features that I paid for.
I was originally told to send my monitor and that it would be repaired however I learned recently HP doesn't repair monitors. I was sent a used and out of warranty monitor. I have asked HP numerous times that they dropped the ball and I need the same model shipped to be and insure that its inspected and comes with a 1 yr warranty. I also offered to have an HP tech come to my house with a working unit and in return I will give to him the 2509 monitor along with the defective 2558hc.
All of my requests have been refused and HP demand both monitors be shipped back before they send out the true replacement Ms Carlisle threatened to send this matter to collections to get their monitor back. They refuse to OVERNIGHT the next replacement I was with no monitor for over two weeks in March when I sent out my brand new monitor to them (w2558hc). I never refused to send back the other 2509 monitor however HP still refuses to send another replacement until both monitors are returned. Carlisle keeps reciting that HP has met its obligations and have acted in good faith throughout the process, which couldn't be far from the reach truth. She also threatened me with sending this matter to collections as I was holding their 2509 monitor "HOSTAGE".
Here is what I'm asking for HP to do:
Insure to me that the replacement has been fully inspected.
Guarantee one year warranty. Replace a missing remote control that was inside my original monitor w2558hc and expedite shipping and stop threatening me and instead make right of their wrongs towards me. more than 3 months have gone by and still no resolution only on HP's terms. I have lost trust and concerned the next replacement will be defective and then they will do nothing after that.
HP said NO, I suggested they send out an HP tech with a unit that's been verified trouble free and in return I will give both monitors to him, I was denied again. HP isn't willing to accommodate any of my above requests.
I am hoping someone will take out the time and read this complaint but even more so, resolve this issue once and for all. This complaint has been forwarded to the BBB, FTC and the Attorney General's office and now I'm consulting with legal counsel for further recourse if this matter is not resolved.
Ms Carlisle (Consumer Relations) is the contact person for this case 650.857.1501
Does anyone have the resource or names of high executives within the HP Organization. Having a case manager and dealing customer relations is completely a waste of time, they only recite HP POLICY, and NO we can't to anything you ask of them!`