Hewlett-Packard Company Complaint - Incompetent Technicians
I purchased a Compaq Presario CQ61 in March this year in the UK to use at my new home in Spain. Everything was going fine until a few weeks ago when the speakers started to crackle badly. I contacted Ebuyer in the UK who said I would have to take it back to UK or contact HP direct.
This I did and eventually they put me in touch with consumer support ???? in Spain who virtually had no English and I still only have limited Spanish.
Eventually they agreed to collect it for repair on Monday 15/11/2010 - that never happened - then they would collect again on Wed 17th - that never happened as the courier couldn't find my house - I live in a town not the back of beyond - and they refused to call me as I still use an English mobile number as all other call are Skype or MSN or Face book so eventually the guy got here Friday lunch time 19th.
All appeared OK until they sent an email saying the machine was ready and also texted a friend who has a Spanish number so I called the number they emailed me and NOBODY could speak English so was not sure how I would ever get it back. However on return to my home there was a note in the letterbox sayin Casa 15 which is next door so was overjoyed when I rang their bell and found they had taken it in on Tuesday23rd.
I was feeling very relieved as being in a foreign country I use the laptop a lot to stay in touch with friends and family back home. Switched it on and my desktop picture had gone then it refused to open under my password protected log in which had gone so had to log in with the Spanish name they had given it.
Then I found ALL MY PHOTOS AND DOCUMENTS TOGETHER WITH WINDOWS WORD APPLICTION HAD BEEN WIPED CLEAN over 6 years of personal family and friends photos including Mum and Dad who are no longer here.
I called them and again no English - so emailed complaining and eventually and now after a multitude of emails they do not accept they have done anything wrong and claim it is my fault.
I had already advised prior to collection that I had two log in's and that one was password protected and to use the other if required which was not.
It seems they have got in to both and wiped them clean and refuse to accept that as it was a hardware problem - which they clearly described it in a Questionnaire I completed regarding my experience with their repair - you can imagine my replies to that BUT THEY HAD NO NEED TO TOUCH MY SOFTWARE - all it needed was a new speaker - job done.
If anyone has had a similar problem or any idea how to get past their self righteous attitude please let me know.
IN THE MEANTIME DON'T BUY ANY HP PRODUCT AND IF YOU ALREADY HAVE PRAY IT DOESN'T GO WRONG UNDER WARRANTY - IF IT DOES TAKE IT TO SOMEONE WHO KNOWS WHAT THEY ARE DOING!