Hewlett-Packard Company Complaint - Poor Customer Service Quality, Not Living Up To The Warranty Not Repairing A Machine Under Warranty
I bought this desktop computer a year ago from the HP website. It was purchased as Vista operating system with free upgrade to windows 7. Because of the economy I am in and out of my home for work relying on a laptop because the desktop is not workable. I have spent days on the HP computer service line a minimum of 6 hours per call. I had purchased the factory recovery discs, not made my own. I was initially upgradeable to windows 7 and was running on windows 7 successfully but then couldn't get on the internet and then through many calls to customer service they had me go back to system recovery twice and the second time I could not upgrade to windows 7. So it was agreed that I would send my computer in for repair and they would make it upgradeable to windows 7. I got the computer back under the initial factory Vista working system. I could not reload my files. It could not be upgraded to windows 7 because of a hardware issue. That is with the discs that came with the machine which said it was compatible under the advisor to upgrade to windows 7. I couldn't upgrade even with my father's commercial upgrade to windows 7. I couldn't get on the internet which I was able to do before I sent the computer off. I complained and they sent me to a Case Worker Marion at HP who told me I had to go through the same thing again.
Doing another system restore to factory conditions and then upgrading to windows 7 which I had done unsuccessfully with HP customer service prior to sending the computer in. Then and only then could I send the computer back for another repair. I checked their website. They don't build this computer any more so clearly there were problems with it and I think the t probably meant test. They were foisting an expensive product(1500) off on the consumer which they no longer offer. When they sent the machine back it was not repaired but it did have the factory Vista preloaded on it. They did not send the machine repaired and then gave me a run around. I'm taking it to get it repaired locally which means I won't be out of a computer for 2 weeks and then find it not workable again. HP does not honor its repair. They give the customer a run around. Their technical service is a joke mandating a 6-8 hour call. The case manager wanted to send me through the same procedures I had followed that were unsuccessful before I sent the computer off.
In contrast I bought an Apple ipod touch, under warranty I took it in because it stopped working and they replaced it no questions asked. I was very impressed with apple's warranty and service. Next time I buy a laptop or desktop I am buying Apple because they provide the service and warranty. HP promises something it doesn't deliver because the upgrade issue is hardware related on the windows 7 advisory, why I can't upgrade windows 7. I bought a laptop and ordered a laptop from HP for my father. I have done a lot of business with HP and I will never order anything from them again. Their customer service is terrible and they do not repair what they were asked to repair and they do not admit that they are at fault. They just give you a run around until you are forced to spend the money elsewhere to fix what they should have fixed.