- Report: #558301
Complaint Review: Hewlett Packard HP - 3000 Hanover Street California
Reported By:
Biker1 -
Forest Hills, New York, United States of America
Submitted:
Updated:
-
Author Not Confirmed
Why?
Hewlett Packard HP
3000 Hanover Street, 94304-1185 California, United States of America
Phone:
650) 857-1501
Web:
www.hp.com
Categories:
Business Rating:
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Hewlett Packard HP Rip-Off, Scam, Won't Honor Warranty 3000 Hanover Street, California
I purchased a HP Laptop from Best Buy. I have had it a month and it is in immaculate condition. I plugged a device into one of the 4 USB Ports, and the Black little piece broke. I contacted HP Support and had 2 chat sessions. I explained the issue in detail, and I said I still have the little black piece that fell out. The reps checked, and said that this issue will be covered under warranty, and they will ship a pre-paid box to me and to ship the unit back. I shipped it back and received an email 3 days later to call them.
I called and spoke to a rep from India. She told me that It would cost $324.95 to repair the laptop. I asked if she was joking, but she wasn't. She repeated it again. She actually sounded like she was reading from a script, and that she tells other Customers the same thing 100 times a day. I told her that I wasn't paying $324.95 to repair a laptop that has a one year warranty on it. I was irate as it was 1:30 in the morning when I saw the email, and I couldn't believe they wanted me to pay over half of what I paid for the laptop, to repair it. I was also discusted that they had the nerve to even ask me to pay for repair when I have a One Year Warranty.
She asked me if I have an Extended Warranty, or a Warranty that covers me from Accidental? Damage, etc.? I answered No to both. I asked to speak to a Supervisor. She said I should call back during normal business hours. I told her that I will never buy another HP Product again, and that I have read about HP not honoring its Warranties to many of their Customers, and that this was a disgrace.
I told her that I WILLget this Laptop repaired under HP's One Year Warranty, and that HP won't Roll Over Me, as they try to do to many of their Customers. I said that I will also notify Consumer Affairs, and any other Agencies I have to, in order to make them aware of HP refusing to honor their One Year Warranty.
I hope I can resolve this issue, and I want to warn others to be avoidof buying any HP Product, as it appears that they will bend over backwards to fing any excuse to not honor their Warranty.
Knowing that I would be without a computer for a while while HP was supposed to repair it, I purchased an ACER Netbook and I am very happy with it. I will also purchase from them in the future.
If anyone can give me the names of any other Agencies where I can File A Complaint agianst HP, I wopuld appreciate it.
Thank you. I hope my complaint here has some influence with HP affecting my repair.
2 Updates & Rebuttals
Biker1
Forest Hills,New York,
United States of America
HP Final Resolution Sucks as does HP
#2Author of original report
Tue, January 26, 2010
It has been 4 days since I last spoke with HP. I called and spoke with Lisa in the Customer Resolutions Depatment. Lias has determined from the pictures sent to her by the tech, that the USB broken port was caused by "Abuse!!" She made this determnation for the following reason>
-The black piece from the USB port is Missing, therefore the damage was caused by abuse!!
I told her I had not abused the laptop, and the damage was caused by a Manufacturing defect. I continued and asked how she can make that determination and that the Laptop is well taken care of. She said that the damage can only be caused by abuse. Her determination has many Flaws in it. To blame the Customer for a possible manufacturing defect is Disgraceful. There is no damage to the Laptop except for the Port. She said that the port just does not break like that without abuse. I explained that Any Hardware is suseptible to breakage. All I said fell on deaf ears. Lisa tows the Company Line. HP must deny almost all Warranty Issues, which is the way they get Customers to Purchase their extended warranty. Anything can be blamed on Customer Abuse.
I guess HP makes a Perfect Laptop that is Not Suseptible to Failure. And if a Failure ocurrs, the Cause Must Then Be Customer Abuse.
This Policy is Disgraceful, and I will never buy another HP Product Again.
I asked Lisa to speak with a Department above her. She said there was none, and that her department has the Final say. I said "We'll see about that.'
The Laptop is being shipped back to me. If I don't feel loike wasting more time with this issue, I will sell it it on ebay as I do not want to use it anymore.
So in closing, DON'T EVER BUY AN HP PRODUCT!!! THEIR ONE YEAR MANUFACTURER'S WARRANTY IS WORTHLESS!!! THEY MUST BE VIOLATING SOME SORT OF LAW. If anyone has any ideas how to pursue this, please let me know.
Biker1
Forest Hills,New York,
United States of America
Still no Satisfaction
#3Author of original report
Sat, January 23, 2010
After earlier today, I called back and a case number was opened. A request was made by the rep for the technical?repair department to revisit the issue. I was told I will receive a phone call within 24 hours.
I received a voicemail messagel from Leslie in the Customer Resolution? Department. I retuned the call and spoke with Candice. She said I was not covered for the repair and that it was going to cost me $324.95 to repair the laptop. I topld her what I thought about that and asked her what the One Year Warranty covered? Afer asking her 3 times, her reply was "It only covers Functional Issues" What the hell kind of double talk is that??? I asked to speak with her Supervisor. She said she is the Supervisor. I asked to speak with the person that issues her a Pink Slip when she is Fired. She siad there is no one above her. I asked for the contact info of HP Headquarterrs. She said she could not give me that information. This went back and forth. She could only offer to sent the laptop back to me. I told her to sent the F'n thing back and this issue is not over.
I called Corporate headquarters and spoke to a Customer Resolutions Rep, Lisa, who is in a different dept. that is above the dept. Candice is in.
She told me that there was DAMAGE to the right side according to the picture the repair dept. took. I did not know what damage she was talking about. She said she needs a Clearer Picture of the damage, and sent a request for one. I told her that the chrome trim dislodged and that I popped it back in. But I was not aware of any damage to the Laptop on the right side or anyware. I also took pictures of the Laptop before I mailed it in.
She said that the Laptop may be in the process of being returned to me, and that if I should get it back before this issue is resolved, that she will "take it from there."
She said she will call when she gets a response from the Repair department.
I thanked her and will see where this goes. I have no idea of what damage they are talking about. I will see the laptop if it is being shipped back, to see what they are talking about!
Btw, I checked the status of my case on the web, and now my original order is not in the system. Lisa told me that sometimes happens when the system is down.
I hope this is not a case of where my Laptop gets lost "in limbo"aS others have experienced. No matter the resolution, I WILL NEVER PURCHASE ANOTHER HP PRODUCT AGAIN. I also let others know about my experience, and suggest that they don't either!!
