HP And Staples Repair Lost My Computer LaVale, Maryland
I purchased a HP Pavillion 3120 Slimline through Staples in LaVale, MD on 9/1/07. It crashed on 12/30/07. Took it back to Staples in LaVale, tech worked on it, called me 5 days later and told me to pick it up it was fixed. Drove to LaVale, picked it up, brought it home and began to set it up, well, it ran for 1hour and did the same thing (froze). Took it back to Staples, tech called me a few days later and said the fan needed fixed.... brought it home and that wasn't the problem either.... Staples Tech said he talked to the HP Mobile Technician and he wanted to send it to HP repair since it was only 3 months old. THIS IS WHERE THE PROBLEMS ESCALATED! HP Repair received my computer on Jan 12, 2008, fixed it and sent it back to Staples supposedly.... It was delivered and signed for by someone in Albequerque, NM... apparently, this wasn't me since I live in Frostburg, MD. Staples didn't know what happened, I called HP and talked to someone who told ME about who signed for it on Jan. 24, 2008 in New Mexico! I was then ASSURED by HP Tech Support that a contact Manager would contact me within 24 hours....well, I'm still waiting!!!! No One at HP will EVEN TALK TO ME...they transfer time and time again when I tell them my problem until I get disconnected. So, the last time I talked to HP I told them I wanted my lost computer recovered, a replacement PC and compensation...never heard a word from them and this happened on SEVERAL occasions.
I have since lowered the boom on Staples in LaVale, MD, calling them, asking questions about where my computer was and why I wasn't notified after Staples found out HP lost it. Staples admitted to knowing it was delivered to the wrong person, but assured me the would get to the bottom of it..... I have since canceled my credit cards I used on my lost PC, changed ALL my passwords and given up hope of ever getting it back. Somewhere in NM is a hard drive w/all my personal info on it which neither Staples nor HP could guarantee me that my hard drive was wiped out during the repair process.
Staples HP mobile tech has contacted me twice since the beginning of March telling me he's doing everything he can do and that a replacement computer was ordered on March 6th and should take 7-9 days to get here.... well, it's March 18th, 2008 and no computer, but I did have a voice mail when I got home saying he's "still checking into it".
Staples HP mobile tech only contacted me because I threatened legal action through Staples. The day I told staples they wouldn't hear from me any longer, only an attorney was the exact day the HP mobile Tech called me.... isn't that ironic????
Staples or HP haven't offered me any restitution or even a computer upgrade for all the time that my computer has been lost. In fact, the only thing Staples told me I could do was use the extended warranty that I purchased ($100) to get a replacement from Staples.... but on that replacement I would have to purchase another warranty ($100) to cover the new computer. My computer was only 3 months old when it crashed and neither Staples or HP cares, all they want is for me to go away. Well guess what guys, that's not going to happen.
So, any suggestions from cyberspace? Anyone experience the same dilemma? I'd like to hear from you.
Julie
Frostburg, Maryland
U.S.A.
5 Updates & Rebuttals
Julie
Frostburg,Maryland,
U.S.A.
Update to HP & Staples computer problem
#6Author of original report
Tue, April 01, 2008
3/28/08 - Staples called my home but did not leave a message on my voice mail. I stopped after work, the Asst. Mgr. Brad Blubaugh, (who arrogently refused to work w/me saying it wasn't his job , I had to talk w/the tech) was anxious to wait on me on this visit. He told me I got a replacement computer, brought out a huge box and wanted me to sign a paper he now had time to print to close my repair case. I asked him to look through the box and show me what what there before I removed it from the store...Brad reached into the box, shifted some packing around, looked at a few papers and said, "it's all there, and they even threw in a keyboard and mouse."
Ironically the Manager rang his phone while he was dealing with me, telling his manager on the phone that he was closing out Mrs. Hawkins...I must have made an impact on them.. ha ha... Brad told me they gave me an upgraded model..Mine was a slimline 3120n and they gave me a slimline 3300. I told Brad that HP should have thrown in a great monitor for all my troubles and he just smugged me and said yeah right.. I DID tell him I wasn't kidding.. After returning home, I of course anxiously dug into that box. Pulled out the standard (free keyboard and mouse), took the tower out and immediately noticed that the sticker on the side of each NEW computer was missing the silver seal, it had been ripped off with only the two cords showing within the hole in the label.........INDICATING A REFURBISHED MACHINE..........
There was no operation booklet, warranty booklet or standard papers w/a new machine and this windows is Vista Ultimate. Needless to say, I am QUITE disappointed. I feel as if HP and Staples got me a refurb hoping I wouldn't notice. I had to go out of town for a few days and now I have to get into gear and EXPOSE these CROOKS! I purchased a NEW machine $800 in Sept. 07 and in March 08, I get a refurbished one.........This is not how it is supposed to be, customer service is a rip off, companies don't care about their products or their consumers. I think now is the SERIOUS time to start my lawyer search. Also, I want to take a moment to thank those of you who responded to my rip off report, you've given me valuable info.
Julie
Frostburg,Maryland,
U.S.A.
Update to HP & Staples computer problem
#6Author of original report
Tue, April 01, 2008
3/28/08 - Staples called my home but did not leave a message on my voice mail. I stopped after work, the Asst. Mgr. Brad Blubaugh, (who arrogently refused to work w/me saying it wasn't his job , I had to talk w/the tech) was anxious to wait on me on this visit. He told me I got a replacement computer, brought out a huge box and wanted me to sign a paper he now had time to print to close my repair case. I asked him to look through the box and show me what what there before I removed it from the store...Brad reached into the box, shifted some packing around, looked at a few papers and said, "it's all there, and they even threw in a keyboard and mouse."
Ironically the Manager rang his phone while he was dealing with me, telling his manager on the phone that he was closing out Mrs. Hawkins...I must have made an impact on them.. ha ha... Brad told me they gave me an upgraded model..Mine was a slimline 3120n and they gave me a slimline 3300. I told Brad that HP should have thrown in a great monitor for all my troubles and he just smugged me and said yeah right.. I DID tell him I wasn't kidding.. After returning home, I of course anxiously dug into that box. Pulled out the standard (free keyboard and mouse), took the tower out and immediately noticed that the sticker on the side of each NEW computer was missing the silver seal, it had been ripped off with only the two cords showing within the hole in the label.........INDICATING A REFURBISHED MACHINE..........
There was no operation booklet, warranty booklet or standard papers w/a new machine and this windows is Vista Ultimate. Needless to say, I am QUITE disappointed. I feel as if HP and Staples got me a refurb hoping I wouldn't notice. I had to go out of town for a few days and now I have to get into gear and EXPOSE these CROOKS! I purchased a NEW machine $800 in Sept. 07 and in March 08, I get a refurbished one.........This is not how it is supposed to be, customer service is a rip off, companies don't care about their products or their consumers. I think now is the SERIOUS time to start my lawyer search. Also, I want to take a moment to thank those of you who responded to my rip off report, you've given me valuable info.
Julie
Frostburg,Maryland,
U.S.A.
Update to HP & Staples computer problem
#6Author of original report
Tue, April 01, 2008
3/28/08 - Staples called my home but did not leave a message on my voice mail. I stopped after work, the Asst. Mgr. Brad Blubaugh, (who arrogently refused to work w/me saying it wasn't his job , I had to talk w/the tech) was anxious to wait on me on this visit. He told me I got a replacement computer, brought out a huge box and wanted me to sign a paper he now had time to print to close my repair case. I asked him to look through the box and show me what what there before I removed it from the store...Brad reached into the box, shifted some packing around, looked at a few papers and said, "it's all there, and they even threw in a keyboard and mouse."
Ironically the Manager rang his phone while he was dealing with me, telling his manager on the phone that he was closing out Mrs. Hawkins...I must have made an impact on them.. ha ha... Brad told me they gave me an upgraded model..Mine was a slimline 3120n and they gave me a slimline 3300. I told Brad that HP should have thrown in a great monitor for all my troubles and he just smugged me and said yeah right.. I DID tell him I wasn't kidding.. After returning home, I of course anxiously dug into that box. Pulled out the standard (free keyboard and mouse), took the tower out and immediately noticed that the sticker on the side of each NEW computer was missing the silver seal, it had been ripped off with only the two cords showing within the hole in the label.........INDICATING A REFURBISHED MACHINE..........
There was no operation booklet, warranty booklet or standard papers w/a new machine and this windows is Vista Ultimate. Needless to say, I am QUITE disappointed. I feel as if HP and Staples got me a refurb hoping I wouldn't notice. I had to go out of town for a few days and now I have to get into gear and EXPOSE these CROOKS! I purchased a NEW machine $800 in Sept. 07 and in March 08, I get a refurbished one.........This is not how it is supposed to be, customer service is a rip off, companies don't care about their products or their consumers. I think now is the SERIOUS time to start my lawyer search. Also, I want to take a moment to thank those of you who responded to my rip off report, you've given me valuable info.
Brad
Evansville,Indiana,
U.S.A.
Take legal Action.
#6Consumer Suggestion
Mon, March 31, 2008
I am not a big fan so using legal action against companies but in this case it is the only thing to do. I would hire an attorney or just take it to small claims court. At the very least they owe you a new computer with the same warrenty at no extra cost. However sense they lost your financial information as well i would sue Staples and hp as well. Do not let either of them companies off the hook take both of them to court. Any judge in there right mind would clearly see this as being there own fault and to tell you that you have to purchase a new warrenty is completely denying responsibility. What they will do is just use the warranty to get you a new computer and then they are not out any money. That is not acceptable its clearly both companies error. Make them pay.
Dave
Mechanicsburg,Pennsylvania,
U.S.A.
rebuttal
#6UPDATE Employee
Mon, March 31, 2008
Use your warranty to get another computer like you were saying at the end, it should be listed in the warranty information and common thought process that a warranty is not going to cover 2 computers.