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  • Report:  #1244195

Complaint Review: Hewlitt Packard - Internet

Reported By:
Furious - Margate, Florida, USA
Submitted:
Updated:

Hewlitt Packard
Internet, USA
Web:
HP.com
Categories:
Tell us has your experience with this business or person been good? What's this?

Approximately 11 months ago I bought from Best Buy an HP Slimline Desktop PC Model # 400-314. Well after 30 days- I noticed the PC was starting to move slower each time I signed in. I went to Best Buy and since the 60 days had expired-they would not take the PC back but referred me to HP since it was under warranty.

Well for the next 11 monts- I invested over 10 phone calls-raning in time from 10 minutes to 2 hours- established 3 case #'s and 3 complaint #'s- transfered-hung up-lost in the maze of HP World and their ITT Tech staff-all mind you from third world countries. I also wrote over 10  e-mails-and eventually after 11 months found my way to a Tech somewhere abroad. She insisted on calling every am-as if I did  not have a job besides waiting for her call. When I pursued her she was always busy. I was relentless-and I finally did reach her. She unbeknown did not know that I had computer people examine the device and was aware that it was a hardware problem-I also had on USB drive a way to temporarily repair it.

Here-comes the good stuff- she had me perform several diagnostic tests ranging in time- again I wasted several hours-and her solution was to take out the operating system and reinstall it-nowhere throughout this process-mind you 11 months-did HP accept ownership for the problem -nor did they offer as their warranty states to send this device to one of their shops for repair. Well have you ever spoken to someone that you know is lying to you-since you already have the answer. Well taht is what occurred- she never repaired the unit-how could she-it wasn't a software issue-but a hardware issue. But she killed me with kindness- but as speaking to Pakistan or India ITT - thank you sir-so sorry sir- but the device remained in an awful condition.

I then wrote the Executive Branch of HP-President/CEO/COO-and someone from their Executive Branch finally called in lieu of this complaint- and as I explained the situation- he offered me as a comprimise to pay me for the device the original amount. I explained I already paid to repair it- and explained the amount of time I spent in Third World Country World with the ITT People-the lack of ownership by the HP staff- the fact that no one offered to allow me to send it out for repair under my warranty etc..Note between the hours spent -aggravation- etc-I invested approximately about in dollars and cents about $1,000.00 in this $300.00 Lemon.

Well - I declined the return and reimbursement portion since it is operable now- and cost me an additional $100 to repair. What this Executive person did do is extended my warranty for 3 years.

I accepted-since something is better than nothing.If it breaks next time- I shall not hesitate to send it out for repairs-rather than go through the lies of all the ITT Tech staff. The extended warranty cost approximately $129.00. So rather than reimburse me for the expense of repair-the time spent on this project- this is what I got-all ths after 11 months- 30 hours phone time- $100 repair- lies-more lies- 3 Presidential Complaints-that hit a nerve-and finally-what did I get for all this aggravation a 3 year warranty for a Lemon.

The Lemon stands-on my desk because it works-and serves as a reminder that HP a great American Institution is now an awful service-customer based corporation- that simply doesn't care-farms out their customer relations works to India-and when the chips fall apart will simply buy it back. 

I hope this tale - makes you think twice before buying an HP Computer- I certainly won't.



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