Complaint Review: Hewlett Packard

My son purchased a lap top HP Pavilion notebook model # DV2800T with HP wireless mouse on the internet. Was shipped to us on 4-11-2008. Received 4-13-2008. Plugged mouse into USB port and walla, mouse crushes prongs in USB port.

Called HP, They said it is our fault for using a mouse that is not compatible with this computer, so this was not covered under the warranty.. HELLO, we bought the mouse with the computer and isn't all HP products suppose to be compatible???

Just for the heck of it I had another computer sitting around the house that is not used much so I tried this mouse in that USB port, and same thing, prongs are crushed on that computer now as well.

After 4 more calls to HP we finally got some who said that all HP products are compatible and that this is indeed covered under the warranty. My son was credited for the mouse now this still leaves the computer that needs to be fixed

Received a box to send computer back to HP to replace the USB ports. Sent the computer back to HP on 4-21-2008 just 8 short days after we first got the computer. We received the computer back on 6-12-2008 almost 2 months later.

Guess What!!! The prongs in the USB port where still crushed and to add to that the key board flaps up on the left side, that was not like this when we sent it back to them. They never touched this computer. On the paper we received back with the susposed repaired computer, it says the replacement parts are PAMIRS1.2 DIS MV MB-5 HYNIX D RESTORE; OS SOFTWARE. What ever that means..

Called HP on same day 6-12-2008 to report that the computer was not repaired. They said they put a new mother board in the computer and that the USB ports are attached to the mother board. Funny, I said, if they replaced the mother board and the USB ports are attached to the mother board, then that means they did not replace the mother board like you say as the prongs in the USB port are in the same crushed condition as they were when this computer was sent back to you.

Now they want to send another box for us to send it back again.. My son was scheduled to start classes on the following Monday 6-16-2008 and we can't wait another 2 months for the computer to come back as he needed a computer right now.

After 2 hours during that same call I was finally put in contact with a case manager named Brian, his # is 877-917-4380 and his ext is 94. I explained to him that we could not send the computer back to be repaired as my son needed a computer by Monday for classes, and he could not wait another 2 months for the computer to be returned. I told him I wanted to send the computer back for a refund as my son now had to purchase another computer so that he would have one for class on Monday.. You would have thought I asked for his first born child..

Brian, the case manager said it was way passed the 21 day period for a refund and I said we have only had the computer in our possession for a total of 9 days as I threw in the 9th day for the day we got the computer back from HP and I thought that 9 days was well with in the 21 day period. He said before the 21 days were up that I had to contact HP for a refund and that I did not. I said how could I have done that when HP had the computer and that there was no way I would have known the computer would come back in the same condition it was when I sent it to them.... He repeated himself like a robot in that I only had 21 days to return the computer. Hello, is there a human out there!! He then stated it was our fault that the USB port was broken in the first place. Now we are back to square one.

Needless to say that after 3 hours on the phone, I am now ready to climb through the phone & chock this guy.. I told him I wanted a refund and the he had the power to make the decision to give me one. He got really mad and said in a not so nice manner. DID YOU CONTACT HP FOR A REFUND BEFORE THE 21 DAYS?? He must have said that 8 times knowing full well that I did not since HP had the stupid computer for 13 days out of the 21..

Maybe I am wrong but I believe when some one says they are going to do something, I expect them to do it, such as repair a computer. And if they can't or will not, then just give a d**n refund.

I called HP back on 6-12-2008. I know, I was us asking for this.. I told them I wanted to talk to another case manager. They said they would have someone call within two business days.

It is now 6-26-2008 and I never received a call from another case manager, so I called back today.. Lucky me, I am told that Brian is my case manager and that I can not speak to another one...

I am very tired & sick of the whole thing. The good new is that my son now has a new DELL computer but he is still strapped with an HP that he can not pay for since he had to use his money to buy the DELL. I have a limited income and can not help him make the payments. He has excellent credit for a young guy of his age and has worked to keep his credit great for some time now. Now HP will ruin it for him because they can't simply take the computer back & give him a refund which would be the right thing to do...

Question: is there anyone above a case manager that one can speak with?? Or are the consumers of HP products just s**t out of luck..

Mad mother
Waynesburg, Pennsylvania
U.S.A.

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