Complaint Review: Hewlett Packard Company - Houston Texas

My computer [HP Pavilion dv7t–6100 CTO QuadCore Customized Entertainment Notebook PC] needed the SimplePass fingerprint reader repaired, very minor issue. I called HP and Cust Svc Rep AKINPKL set up repair order #BBLY717901 on the phone. When HP Repair Center in Houston, Texas received my notebook PC on 2/07/13, Receiver ID #DOOA=DO logged it in as Model #LM418AV#ABA. DOOA=DO stole my notebook in collusion with Repair Tech #589680 who cloned my HD to LM418AV#ABA, loaded my BIOS, put my Top Cover Part3, on LM418AV#ABA, an off-the-shelf dv7old, broken laptop. I received an email on Fri. 2/8/13 at 7:42pm re: repair order #BBLY717901 was completed on Notebook Model # LM418AV#ABA by Repair Tech #589680.

Upon arrival, approx. one month later, the box label says LM726AV, but what was in the box was LM418AV#ABA, a worn–out (obviously not mine) notebook. DUE to the excessive delay in delivery, I had already been working with HP Case Managers (PROBABLY alias names) JaimeJ. & JackieH. both of HP's AMS TCO Escalations Team [Tel: 1-877-917-4380 ext. 08].

After receiving the wrong Notebook PC, I continued in my attempts to have HP send me my LM726AV and take back their broken LM418AV#ABA. I stated repeatedly, with each person I contacted that my PC LM726AV was bought for Professional purposes, as business equipment. Not a toy. I have no other means of financial support. It is urgent that this situation get resolved ASAP because this piece of trash notebook PC they sent me instead of mine does not work and I'm not able to make any money with it.

In addition to spending hours on the phone working with CMs, I spent hours on the phone in Live Chat sessions [I have chat session ID nos], and emails to Cust. Svc. [I have all of them], I snail–mailed Brooke M'scNiff, Cust Svc Manager at HP Corporate office [Name and Title from HP's Corporate Profile online. Two weeks after mailing my letter but not receiving a reply, I again looked up HP on www.hoovers.com, lo–n–behold, the name and title were removed from the profile], finally I emailed the HP Ethics and Compliance Office: [their response was: Thank you for contacting the HP Ethics Office with your report about your laptop. We have referred your information to the customer support escalation team for review and follow-up.] Apparently no one holds the Escalations Team accountable, who then doesn't hold receivers or repair techs accountable.

I have all of my documentation about the model #LM726AV notebook I bought in 2011. I also have an email I received on 5/9/13 at 3:43pm. It says (in part) ...we only have one serial number assigned per notebook and your serial number is matching up accordingly to the unit you purchased. As for the product number, your unit is a customizable unit therefore there is one ... product number actually assigned to your unit just depends on the configuration chosen for it. Yes, my configuration is LM726AV.

HP seems to have a very cavalier attitude toward the self–employed. Being a NON–global presence, I gather my problem is something they can choose to ignore. None of them have addressed the THEFT OF MY LM726AV PC NOTEBOOK. HP, with their Global Presence, shouldn't grind my business to a HALT with their repair center employees colluding to steal from me and Escalations Team being complicit and stonewalling me without end.

I want HP to replace my Pavilion dv7-t notebook PC LM726AV with a NEW Pavilion dvt-t with MY customization configuration because I BOUGHT a NEW Pavilion dv7-t. I want additional software, a few other Add–ons. I want HP to make restitution for every month (counting from 2/2013 through which–ever month they choose to solve the problem they created in the first place.)

I'm covering my bases before I take this to Civil Court, I expect HP won't resolve this through you, either.