- Report: #472856
Complaint Review: HP - Internet
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HP
hp.com Internet, U.S.A.
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HP poor customer service Internet
We are an elderly couple who infrequently use their Pavilion laptop.
We are very careful how we use and handle out computer, but the letterers making the keys are wearing off to the point that they are not legible.
We are not touch typists so we must be able to see what keys we are pressing, but it is very difficult with the letters and numbers being either gone or badly deteriorated.
We have never used anything other than a damp cloth to clean the key board.
The machine is out of warranty but we feel that since it has been used lightly and gently HP should have at least offered to supply a replacement key pad so that we could have a local technician install it at our expense. Instead they were rigid in their position that the problem was "out of warranty" and would not make any effort to help us other than for us to send the machine in to them and have the repairs done at full expense to us.
Such an attitude has soured us on the HP brand and we are sure to spread the word about it. Our son-in-law operates a medium sized business that uses about two dozen computers in each of four offices. He was nearing replacement time for the equipment in three of those offices and now, with our experience, would not begin to consider HP as a supplier for the things that he needs.
For the want of a small gesture of good will and confidence in their product, HP has lost at least one sale for many thousands of dollars.
Rj3
Boone, North Carolina
U.S.A.
We are very careful how we use and handle out computer, but the letterers making the keys are wearing off to the point that they are not legible.
We are not touch typists so we must be able to see what keys we are pressing, but it is very difficult with the letters and numbers being either gone or badly deteriorated.
We have never used anything other than a damp cloth to clean the key board.
The machine is out of warranty but we feel that since it has been used lightly and gently HP should have at least offered to supply a replacement key pad so that we could have a local technician install it at our expense. Instead they were rigid in their position that the problem was "out of warranty" and would not make any effort to help us other than for us to send the machine in to them and have the repairs done at full expense to us.
Such an attitude has soured us on the HP brand and we are sure to spread the word about it. Our son-in-law operates a medium sized business that uses about two dozen computers in each of four offices. He was nearing replacement time for the equipment in three of those offices and now, with our experience, would not begin to consider HP as a supplier for the things that he needs.
For the want of a small gesture of good will and confidence in their product, HP has lost at least one sale for many thousands of dollars.
Rj3
Boone, North Carolina
U.S.A.
2 Updates & Rebuttals
Robert
Irvine,California,
U.S.A.
Good will?
#2Consumer Comment
Fri, July 24, 2009
A Warranty is a guarantee by the company for how long they say the item will work. Your laptop is out of warranty, but out of the goodness of their heart you want them to provide you with a free keypad? Look at this from their side, how do they know that it is used "infrequently"? You say your son-in-law owns a small business. Ask him if he would do something like this. What if this starts happening 10% of the time, what about 50% of the time. Where does he draw the line. These "gestures" cost money, and he would have to make up this difference somehow. The way this is done..to raise prices on the items he sells.
Redscout
Indianapolis,Indiana,
U.S.A.
Not a bad problem
#3Consumer Suggestion
Fri, July 24, 2009
I've ordered and installed a couple thousand HP machines in my work and never had this problem, although that sure doesn't mean it couldn't happen. Other than get all worked up about it though, go spend $20 on a USB keyboard and plug it in. It'll work fine. As for HP service, I've had both good and bad luck with them, but on this issue I can't really blame them.
