Hewlett-Packard Company Complaint - Worst service I have ever had
I bought my daughter an HP Netbook for Christmas 2009. She needed it for school and had taken perfect care of the computer. At the beginning of March 2010 she brought the laptop to me and said the enter key came off. I called the service line and was told that I would need to ship the computer to HP for repairs and it should only take 4 to 6 days. He gave me a return number and said he would ship me a box to return the laptop in but I had to pay for shipping. Shipping cost me $85 for the repairs. I was informed that they were waiting for the part and I received the computer back on 5/5. When I received the computer, the screen was messed up and looked like there were lines under the screen and there was a chip on the front cover and scratches all over the top. When this was sent in it was in brand new condition and now you can't even see the screen. After 3 hours on the phone with the service department (who if they spoke and understood English would take half the time) and after being transferred form person to person I finally had someone who said they would ship me a box and they would pay for the return shipping. After a few days I got the box and returned the computer for the 2nd time. On 5/20/10 I received the computer back from HP. The screen was repaired but there were more scratched then before and the chip was still on the top cover. I called and asked to speak to a supervisor, then a supervisor who spoke English and after 3 hours and 4 disconnected calls I finally reached Ty in their escalated claims department. He told me to take pictures and e-mail them to him, which I did and he would send me another box with a prepaid label to ship the computer back again. I received the computer back today, 6/4/10, it has been three months and each time the computer comes back in worst shape then when I sent it. It now has 4 holes in the top of the cover, more scratches and the screen is messed up. I called Ty and he told me he never got the first set of pictures (he also never called me to tell me he had not received them) so I resent the pictures and sent him new pics on the additional damage. He was going to call me right back and has yet to do so after 3 hours.
I own an appliance repair company and was in the process of purchasing 15 netbooks for our techs. I am no longer looking at HP for that purchase. I would never treat a customer this way. This is the last HP product I purchase.