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New HP Computer Crashed And They Will Not Honor The Warranty!
i purchased a new comuter 6/10. 3 weeks after the purchase the comuputer showed signs of issues. i contact customer support tech and they tried to help, then they transf me to a case manager. the case manager reviewed the issues and decided it was the hard drive, that was based on the tech support dempartment. no one at this time had physically came out and viewed the computer. HP placed on line a bid ( which I did not know that is what they were doing at the time) for a bid to come out and install a hard drive. they received the low bid and req the tech to come out to my home and install a hard drive. the hard drive was shipped o/n to my house. the tech came out and installed the hard drive and that was all, he stated he bid on just installing the hard drive and nothing else. so he left. HP also delivered the the recovery disc for the computer that would need to be installed after the hard drive was installed. HP stated I had to install the recovery disc. In an effort of over 8 hours of trying to install the hard drive (they stated normal time for install is 4 hrs) i could not get the installation disc to download. I called HP back and they put out a bid again for a tech to come out to install the recovery disc. Keep in mind no tech has physically looked at the computer to see what it really needed. In my research I discovered the people they send out to the house are just subcontractors that bid on a job. HP does not know anything about their skills or who they are, they do not have to be qualified to bid on a job. I did not know who or what type of person was being sent out to the house or their qualifications, or if they were just out of prison or what.
After this person installed the recovery disc, he also left stating that his bid was only to install the recovery disc. the computer is still not working and i am having issue and it has not been fixed. there is really no way that is can be diagonised until someone physically comes out to look at it. the Warranty states, that if there is any issues, that within 24 hours a new computer will be delivered at the door stip and then the old would be shipped back. I have the in home warranty with full replacement. In order to get the hard drive, when it was first replaced, HP stated it has to come from China and it would take about 2 weeks to get it built. I asked if that was the case, then why would they state in the warranty what they do. They did not have an answer for that. Now they are telling me that they do not have a qualified Tech in Oklahoma to service the comuter and that I need to send it in for repair and it will take about 3 weeks to have it repaired.
The warranty indicated I would have in home repair or next day replacement and that is what I expect. I cannot help it if they do not have a tech in Oklahoma qualified to work on this type of computer. I suggested what they need to do is to build me a new computer, send it to me and then I will send in my computer to them. I have the same type of warranty on my printer and all I had to do was to call HP, then sent out the next day a new printer along with a return label and I then returned my broke printer to them. And then one they sent me broke about 2 weeks later and they did the same thing again. Now they want me to prepay for a new computer, for them to send me a new computer and then when I return mine, they will refund me my 3,500 again. I do not have that kind of money to do that. After all the computer started having issue about 3 weeks into receiving the new one. I have documented trouble ever since that date. Now the Case manager is no longer returning my phone calls. What can be done and what is my responsibility. I cannot get a return phone call from anyone at Case management.
Your help will be very much appreciated.
Judy Davenport
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I have also dealt with HP on multiple occasions, both with my computer, and with fixing computers for others, and my experiences have been nothing but positive, well as positive as talking to tech support can be. I only had to get a replacement once, and aside from having to drive back to my clients house to give HP the exact measurements, it wasn't an issue. Basically, call in and start a new case, only give your case number if they ask for it. Be firm, asking for the replacement saying that they have tried to fix it multiple times and failed. If they ask for the money again, say you are willing to send your computer firsts (a decent compromise).
If you post what problems you are having, people might be able to help, though with these multiple replacements and the recovery probably not.
What did you get for 3,500? I tried customizing the best possible laptop from them, and still didn't quite make it:
[Link](Mouse over link to see full location)
Note that that price includes softwares that you probably don't need, and the best (well most expensive) version of Windows.
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Dear Judy,
Once upon a time I bought a computer from HP for an office I was working in. My experience is very much like your own.
First, let me start by saying that $3,500 is an outrageous amount of money for a computer these days, and for this price, you should have had full on red-carpet treatment.
What you are experiencing has a great tradition at HP. I bought the bleeding edge of technology (at the time) and received junk. Straight out of the box there were problems. One thing after another, over and over again.
It took almost half a year to get it straightened out, and this is with me being a professional in the field who was able to diagnose the issues on my end! In fact, had I not lucked into an honest case manager, who was planning to leave the company because he was tired of dealing with having no choice but to disappoint customers all day, every day... it would likely never have been resolved.
Let me fill you in on something you may not have been aware of at the time of purchase: You can buy pretty much top of the line anywhere for less than what you paid for your HP. You could buy a new AlienWare (much higher quality, though focused on gamers, mainly) machine for less than that.
If you ask me a question directly to my inbox and tell me what you do with your machine, I will help you find a place that has the perfect machine for you.
Now, this business with HP has gone on long enough. Call them again, and explain that you will go as high up the chain of command as you need to to be heard. In my case I had been leaving notes for the CEO before I was assigned a new case manager.
Do whatever you have to to get your money back. They failed on the warranty they sold you, and that business about having to have a hard drive built in China just for you... that was an outright lie.
Your state most likely has a "Lemon Law" that will help you in this if it comes down to it. The requirements vary by state. In my state, the machine had to have the same issue three times and they would basically force them to refund you.
I would exhaust all avenues with HP before I went another route, but make sure that they know you are aware of said lemon law, that you WILL file a complaint with the BBB and that you are aware you are not the only one this has happened to:
One of the many HP sucks websites:
[Link](Mouse over link to see full location)
... It is in their best interest to be done with you as a customer and refund your money, if they know that you will vocally proclaim the horrors of your experience to anyone who will listen.
If they tell you to send the computer in and they will refund you... do two things: Have someone witness the packaging. I suggest you have it professionally packaged by someone like your local UPS Store. I know the packaging is all there, but they may say it was fine until you sent it back and packed it incorrectly. Take this opportunity away from them.
Secondly: Insure it for the full value. Just trust me on this one.
If they send you a pick-up tag for UPS or FedEx, remember: You can still have it professionally packaged, then use that tag to send it.
If there is anything else I can do to assist you with this, please drop a line in my inbox here.
Thank you, and good luck!
P.S. I want to make it clear that I did have a positive outcome when all was said and done with my situation, but had it not been for one brave soul at HP who was completely fed up with how things were going, I doubt it would have been a happy ending.
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