Description

In January 2011, my wife, purchased a HP Laptop from HP.com. The laptop cost over $800. She gave me the laptop as a present on 1/22/11. Around 2/25/11, I realized that the laptop’s battery lasted about 60-80 minutes before dying. I contacted HP via telephone and was given false information “the laptop should only last about an hour” and was instructed to perform useless tasks, “Drain the battery 100% and then charge the battery 100%. Repeat this process 3 consecutive times and that will fix the issue by rejuvenating the battery”.
On March 16, 2011, I contacted HP and spoke with a tech who conducted tests on the computer and determined that the battery is “testing good’, therefore the laptop contains an “internal defect” and needs to be repaired. I explained that I am dissatisfied with the laptop and would like it to be replaced. I was informed that the laptop has a 21 day return policy and the only thing that HP can do is repair the computer. I repeatedly explained that this is unacceptable and spoke with a supervisor. HP was rigid and refused to do anything but repair the computer.
On April 8, 2011, I received a call from Charles, a representative of HP. Charles stated that HP would like to resolve this matter and he will be sending me a new battery. I explained that that the battery is “testing good’, therefore the laptop contains an “internal defect”. Charles then stated that I will need to send the laptop to HP for repair. I again explained that this is not an acceptable resolution, as I do not want a refurbished laptop, 2 months after purchasing a brand new laptop. Charles stated that this is the only procedure HP is willing to provide, a “one time service at the service center”. I again explained that this is unacceptable. I explained that the only solution that is acceptable is to return the laptop and give me my money back or send me a brand new laptop. Charles stated that the only solution is to send the laptop to the service center, but if I do not accept this solution, he can get me a 2nd opinion. Someone will be calling me with a 2nd opinion. I then contacted AMEX and spoke with Ravel (ID#42027). I explained the situation and he stated that he will update the case.
On May 29, 2011, I received a letter from AMEX, advising me that there is nothing they can do, I need to send the laptop to HP for repair.
On June 2, 2011, I called HP and spoke with Louis at customer service. He explained that he cannot help me, transferred me to technical support. I then spoke with Austin at HP Technical Support who informed me that HP requires that 3 attempts for repair be made on the computer. If the 3 attempts to repair fail, then it goes to case management and they determine whether I will receive a new computer. Unfortunately, I need to call back with the case number to proceed. Austin was very nice and seemed competent. I then spoke to Jim, Austin’s supervisor and praised Austin.
On June 2, 2011 at 4:37pm, I called HP and spoke with Salman “Zia” Sulaan. He repeatedly asked to trouble shoot the issue with me, to which I repeatedly explained that the issue has already been diagnosed and there was not any need to trouble shoot. I then requested to speak with a supervisor. Zia then placed me on hold. He came back on the telephone after I had been on hold for 63 minutes and stated that this is a busy call time, he is trying to get me a supervisor, but he would like to trouble shoot the problem with me. I again explained that I need to speak with a supervisor, I became irate and demanding. He placed me on hold and at precisely 90 minutes of my being on the telephone, and then asked me to call back later. I promptly sent a complaint email to HP.
June 2, 2011, called HP and spoke with Reggie. Reggie explained that I will need to mail the computer in to HP for service/repair. HP will send me a shipping box and label. Reggie explained that there is a 7-9 business day turn around time for the service. I then spoke with Jack, Reggie’s supervisor. I explained that Reggie was quite helpful and registered a complaint against Salman “Zia” Sulaan.
June 3, 2011, received a cal from Dennis, responding to my email complaint. Dennis apologized for my experience. I again explained my dissatisfaction with “Zia” and my suggestion that he be fired immediately. Dennis stated that he is making a note of it and connected me to Don, a case manager (877-917-4380×08, 12pm-9pm central time). Don explained that he will cancel the repair order placed by Reggie on 6/2/11 and issued me another case #: 7501970329. Don will overnight a box to me, and this will be able to have my repair done by his personal technician. He will personally oversee the repair, will keep me informed and will follow up when it is complete. Once it is complete, Don will extend my laptop’s warrantee. New order confirmation number: FXE086-01.
June 7, 2011, sent the laptop back to HP.
June 14, 2011, received laptop back

Related posts:

1. Hewlett Packard Complaints – Fraudulent Warranty Claims
2. Toshiba Satellite A665 S6070 – Toshiba Horrible Customer Service and Warranty
3. HP Laptop Complaints – Repairing
4. Laptopz.com Complaints
5. HP computer caught on fire

Tags: hp complaints
Stats: 184 total views, 1 so far today

Images

There are no images

Sponsored Links