Complaint Review: Staples Inc.

In February 2012, I arranged to purchase a HP EliteBook laptop Model 8560p ($2,400 value) for my business and personal use through the Staples Business Solutions center in Woburn, MA. The laptop was shipped to the Staples Store 1124 in Seabrook, NH for configuration.

Within weeks of picking up this machine, the hard drive failed. It was determined that the new Fujitsu solid-state hard drive was defective.

A short time after that, the system's poor performance (speed, software crashes) prompted my return again to the tech center. It was determined that the Fujitsu drive was inferior and a different one was ordered and installed within two weeks.  This is hard drive Number 3.

 Each time a hard drive was installed, this required reinstallation of operating systems, security software, software applications, print drivers and other settings.

When the 2nd hard drive was installed I requested that the security package from HP (HP Protect Tools) not be installed as the tech center and I concluded that it was redundant and possibly interfering with performance. Staples EasyTech Center technicians indicated that they did not install this malware but it consistently activates and interferes with computing operations.

HP Protect Tools dialog box popped up and randomly popped up even after I returned the machine for service. An excuse was provided that it was possible that because the system was"imaged" from the first hard drive, that the dialog box was just a remnant but they insisted that the underlying software was never installed and was not on the hard drive.

When the third hard drive was installed, I specifically requested that this HP Protect Tools software suite not be installed. They assured me that it was not on the newly configured computer. Yet upon bringing the system back from the store, I noted that it was randomly popping up and each time it would interfere with and stop the ability to do any other computing until and unless a user affirmatively checked a box on the pop up.

In addition to this, the hardware's keyboard has within four months of pick up lost a cursor toggle and several keys are unreadable as the letters have already faded off.

Despite numerous attempts to drop off the computer with the local service center at Staples Store 1124, the issue has not been resolved. The technicians have lied or are incompetent to repeat to me that no such HP Protect Tools software is on the system despite my showing them the screen shots of the problem.  On top of that, the store manager, Jerome Fuller, hung up on me when I called to lodge a complaint.  He didn't like my 'tone.'

 This has completely soured my confidence in Staples services or the products they represent. I am unable to properly use the purchased system to the fullest capability I expected for the combination of price and components.