Hewlett-Packard Company Complaint - Hewlett Packard Case Managers Treatment of Customers
Email sent to HP:
As a result of an inquiry to the BBB Complaint ID: 16058061, I am still being harassed by your case managers. Please listen to the recorded calls for Dean 6:50 PM 1/19/2011 and Morris 2:18 PM 1/25/2011. If I am called on my cellular phone and incur charges for listening to your case managers harass me and cause me undue stress, I will be forced to seek help from someone to stop HP representatives from harassing me. I am at my wits end and do not know what to do. I asked Morris if he could research my problem and call me back and he said no. He forced me to stop working for 30 minutes so that I could sit on hold and listen to him type on a computer. There was no need for me to be on the phone. Your case managers did not respect me and treated my problems like garbage. What has to be done for HP executives to stop this unlawful treatment of customers with warranties to fix your G series laptops with hard drives that fail numerous times?!
This is the first submission to the Chamber of Commerce, Attorney General and BBB for your area:
3000 Hanover St MS1247
Palo Alto, CA 94304-1112
Contact: Apotheker, Leo
Phone: (650) 857-1501
557 Sabal Lake Dr #203
Longwood, FL 32779
We are currently waiting for the company to respond to your complaint.
Complaint ID: 16058061
Complaint Description - Posted 1/19/2011 10:59:14 AM
I purchased the HPG60-441US in 10/2009 from Staples in Casselberry, FL. HP had a promotion with Staples that when Windows 7 software became available, it would be sent to upgrade Vista systems for free. I contacted HP and was guaranteed that the system has the capability to be upgraded or Staples would not be able to offer the promotion. I purchased the computer and received the Windows 7 upgrade within 3 months of it being released. In August 2010, my computer began having diagnostic issues. I contacted HP and the technicians, after hours of troubleshooting, informed me that Windows 7 caused some diagnostic issues with the computer and I had to return the computer to HP to be repaired. HP returned my computer and said that it was good as new. Again, I attempted to add Windows 7 and could not. It caused diagnostic issues, again. I contacted HP, again, and was informed that since I had the computer for over a year, I could not have it replaced. I was livid. I told the representative that I have the same issue that I had when the computer was not one year old. HP was supposed to fix it and it did not. She promised to have a case manager view my issue but she did not know if my computer would qualify for replacement. I am upset that a company as large as HP would not recognize a computer that is a lemon and would force customers to keep a computer with an operating system that had to be reformulated because of issues (Vista). I feel HP has swindled me into purchasing a lemon.
I purchased a computer from HP that has a Vista operating system. The computer had to be returned to HP for repair. Now, the same issue has arisen.
I would like the computer replaced with another computer with the same quality with Windows 7. This computer does not have the capability to handle the Windows 7 upgrade. When I purchased the computer, I was guaranteed that it was compatible to be upgraded via HP and Staples. Each time I attempt to add Windows 7, within a few months, I have diagnostic issues. HP told me yesterday that I have had the computer for over a year and ignored that the problem happened before I had it for a year.
Date Problem First Occurred:
Product or Service: HPG60-441US with Vista operating system.
Model Name or Number: HP G60-441US
Date Purchased: 10/1/2009
Amount In Dispute: $500.00