Hewlett-Packard Company Complaint - After being such a loyal customer to HP they stabbed me in the back
Over the past 15 years I have bought so much merchandise from HP, I've spent thousands of dollars on their electronics and up til now was satisfied with their customer service. In June of 2010, I needed to send my notebook (that I recently purchased from them)in for repair. The Notebook was out of warranty by one week so I knew that I would be paying out of pocket for repairs. HP Tech Support informed me that my notebook needed several parts replaced(due to some coffee being spilled on the key board). HP promised to replace the several parts for a total of $400.00. I agreed and paid the $400.00 but when I got the notebook back I realized that several of the parts that were promised to be replaced were not.
Also they refused to give me my old parts back. The notebook was experiencing the same problems it had when I sent it in for repair. I spent another couple of hours on the phone with HP (being handed off from one person to another)and finally was given a ticket number to send the notebook back in for the repair that it should of had; that I already paid for. An unusual amount of time for HP to contact me had went by so I called them to check the status of my notebook. Another at least hour and a half on the phone between hold times and talking to several different people I finally got someone that could figure out what I was calling for. This tech told me that my notebook was sent out without being worked on at all, by accident of course.
I was assured that the notebook would be repaired as promised and in fact the technician whom I spoke with was going to call me the next day to make sure that HP contacted me regarding the repair. HP never called me. About a week and a half later I received my note book in the mail. I went over the repair sheet and noticed that several of the parts I was promised and PAID FOR were not replaced. The notebook was still not functioning properly. Back on the phone with HP I was trying to explain the situation. This time one of the many technicians that I spoke with was rude to me and said that my computer was fixed and basically that was that. I became impatient at this point and told them that this is ridiculous and I want to talk to a supervisor. Reluctantly I was handed over to a supervisor after many, many minutes on hold. I finally convinced the supervisor that my notebook needs to be repaired and I've already paid for the repairs. I sent the notebook back again. No follow up call from the supervisor, in fact no call from HP at all. When I got the notebook back it functioned but not properly.
Still the speakers and the finger print reader didn''t work, they were supposed to be replaced especially since it was payed for. I called the supervisor back and she told me to go online and I could download some sort of driver to make the finger print reader work. I couldn't believe what I was hearing from her, this was totally unacceptable to me and I told her so and hung up the phone. A week or so later I called and left a message for the supervisor stating that the way they handled my situation was completely unacceptable and wondered what ever happened to HP's customer service because it really SUCKS now. I also left on the message that I would be contacting the CEO in hopes to find a resolution. Took make a long story short.... It was to my surprise that no resolution was made nor was any offered. All I got from the office of HP's CEO was a "Thank You For Your inquiry, we here at HP strive to keep our rate of excellence in customer service and we will direct your letter to the correct department". A Couple of days later that same supervisor called and asked me if I were having a problem still. I told her "Yes, of course I am, nothing has changed, the notebook is still as it was when I last spoke with you". She stated that she spoke with the repair department and that my computer was repaired. I became too angry to speak with her anymore so I hung up the phone. I wrote back to the CEO's office and explained to them that handing my letter off to someone else didn't work and that I sent it to the CEO and that is who I want to read it or at least acknowledge it. Never heard back from HP what so ever. My notebook is still in the same condition and I'm out $400.00. I've never experienced such horrid customer service in my life. How unfair it is for HP to claim in magazines around the globe how excellent their customer service is. Unbelievable, I will never order anything from HP again. After going on the HP site today (only to look up their web address for this complaint) I see that their is a different CEO now.