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  • Report:  #266228

Complaint Review: Hewlett Packard - HP - Compaq - Palo Alto California

Reported By:
- franklin, Pennsylvania,
Submitted:
Updated:

Hewlett Packard - HP - Compaq
3000 Hanover St Palo Alto, 94304 California, U.S.A.
Phone:
650-857-1501
Web:
N/A
Categories:
Tell us has your experience with this business or person been good? What's this?
On 6-6-07 I purchased a HP Pavillion TX1120 at Staples - 36 days later my computer was completely unusable. Staples will not take the purchase back after 14 days. So, I contact HP on 7-12-07 - tech support had me take the computer apart and put it back together before they would tell me they couldn't help me, which took hours.

By time I recieved the packaging (after 2 phone calls) to send it back in it was 7-16-07 and recieved by HP on 7-17-07. I was told the computer would be returned to me by 7-25-07. When I didnt recieve the computer, I called and was told that it was due back to me by 7-31-07.

I was not happy with this and assigned a case manager who stated 'now you'll be working with me, I'll take care of you'......no worries, huh? By the way, the case manager number is 877-917-4380 ext 94. He assured me that if I didn't get my computer returned to me by 7-31 that I was entitled to a NEW computer. Well, on 7-31 I had not recieved my computer or a new one. So, I called, left a message..........I have been calling ever since. I have called for 9 days straight now, NOT ONE returned phone call. I called customer service and was told the computer now would be returned on the 7th of AUG.......they emailed my case manager to contact me. I called customer service again, to find out my now EXPECTED return date is AUG 25!!! Don't worry, they emailed my case manager. THEY HAVE OWNED THE COMPUTER LONGER THAN ME!!! I have called corporate headquarters twice (phone number is 800-756-0608 option7) and NO ONE can help me. I ask to speak to a supervisor, I can't. I ask for a new case manager, I can't have one. I ask for advice - nope, can't have that either.

When I made the comment "What do you do when you cannot get any one to help you and the person who is supposed to help you won't return your calls because he's an idiot." I was told that I, I was being DISRESPECTFUL.

I call everyday to my case manager (Joe Brodeur), I call customer service, I call corporate.............NO ONE will help you, no one wants to.................. JD Power and associates give them "Award Winning Customer Service" - there is no bigger lie.

I have contacted the BBB, Attorney Generals Office, Federal Trade Commission bureau of Consumer Protection and now you............ please, if anyone can help me. I need this computer for school - it is required - who thought buying a computer in June would put me in the situation of needing one in Aug. What do I do at this point? All I want is a refund of my money so that I can purchase on before school starts.........HELP!!!

There should be a class action law suit. This is like theft by deception - I have a warrenty on my computer that is pointless, a company that won't defend their own product and if the computer doesn't change your mind about purchasing from HP - the customer service will. I will NEVER purchase anything made by HP ever again!!

Jennifer

franklin, Pennsylvania

U.S.A.


9 Updates & Rebuttals

Joe B

Canada
extended warrenty

#2UPDATE EX-employee responds

Wed, July 04, 2012

retail extended warranties usually only take effect after the manufactures warranty is over, and in my own experience the retailer wont touch them till then.  HP warranties cover defect and DOA computers, just some agents don;t understand the process :(


Joe B

Canada
Sorry for the hastle

#3UPDATE EX-employee responds

Wed, July 04, 2012

Hi Jennifer,

This I Joe,
I'm Sorry for the trouble you went through, as it turned out, I was Layed Off. I Would have went through with the replacement as promised. I'm not sure why a fellow colleague didn't pick up the case and continue with it, that's not the way we took care of things. I know it's been 5 year, it was hard for me to leave. I hope you finally got everything resolved.

Former Case Manager HP
Joe Brodeur


Iknoweztech

Lexington,
South Carolina,
U.S.A.
Staples makes it easy.

#4UPDATE Employee

Wed, December 03, 2008

I have to second a previous comment. This is where the extended service plan from Staples comes in handy. Staples will facilitate the entire repair process for you with a Staples service plan, and in the event the manufacturer denies repair or drops the ball, Staples will take over repair or offer a refund for the item under the one-time replacement clause of the service plan. Nevertheless, I sincerely believe you should speak with your local store General Manager from where you purchased the laptop. Staples is one of the few companies which truly stands by its products. If the General store manager doesn't help you, then ask to speak to a District manager or to speak with the Regional Easy Tech manager. EasyTechs can perform HP warranty repairs in most states, so you may actually have gotten better service through Staples anyway, even without the Service Plan. Good Luck. At the very least let your local Staples and Staples corporate know about the whole ordal you are going through. Staples really is a company that hates for customers to feel as though they've been shafted. They'll do something to help, I'm sure, even if it's just a few free Staples dollars for your heartache.


Iknoweztech

Lexington,
South Carolina,
U.S.A.
Staples makes it easy.

#5UPDATE Employee

Wed, December 03, 2008

I have to second a previous comment. This is where the extended service plan from Staples comes in handy. Staples will facilitate the entire repair process for you with a Staples service plan, and in the event the manufacturer denies repair or drops the ball, Staples will take over repair or offer a refund for the item under the one-time replacement clause of the service plan. Nevertheless, I sincerely believe you should speak with your local store General Manager from where you purchased the laptop. Staples is one of the few companies which truly stands by its products. If the General store manager doesn't help you, then ask to speak to a District manager or to speak with the Regional Easy Tech manager. EasyTechs can perform HP warranty repairs in most states, so you may actually have gotten better service through Staples anyway, even without the Service Plan. Good Luck. At the very least let your local Staples and Staples corporate know about the whole ordal you are going through. Staples really is a company that hates for customers to feel as though they've been shafted. They'll do something to help, I'm sure, even if it's just a few free Staples dollars for your heartache.


Iknoweztech

Lexington,
South Carolina,
U.S.A.
Staples makes it easy.

#6UPDATE Employee

Wed, December 03, 2008

I have to second a previous comment. This is where the extended service plan from Staples comes in handy. Staples will facilitate the entire repair process for you with a Staples service plan, and in the event the manufacturer denies repair or drops the ball, Staples will take over repair or offer a refund for the item under the one-time replacement clause of the service plan. Nevertheless, I sincerely believe you should speak with your local store General Manager from where you purchased the laptop. Staples is one of the few companies which truly stands by its products. If the General store manager doesn't help you, then ask to speak to a District manager or to speak with the Regional Easy Tech manager. EasyTechs can perform HP warranty repairs in most states, so you may actually have gotten better service through Staples anyway, even without the Service Plan. Good Luck. At the very least let your local Staples and Staples corporate know about the whole ordal you are going through. Staples really is a company that hates for customers to feel as though they've been shafted. They'll do something to help, I'm sure, even if it's just a few free Staples dollars for your heartache.


Eddie

Youngstown,
Ohio,
U.S.A.
...?

#7UPDATE Employee

Tue, December 02, 2008

What exactly was wrong with the machine? This whole story really isn't adding up at all. Like the other post states, CC could have worked on the machine in house as a certified repair center. One of the very few scenarios where I could see any of this story being remotely true is if there was some significant damage to the machine by the purchaser (or other user action voiding the standard parts and labor warranty). Say if I decided to perform an upgrade and inadvertently broke something, this wouldn't fall under the manufacturer's warranty and HP wouldn't be responsible.


Bgeezy

Providence,
Rhode Island,
U.S.A.
Staples could've helped.

#8UPDATE Employee

Fri, July 11, 2008

I'm sure you were offered the extended warranty, looks like you denied it. That PC was 1,349 when we started carrying it, every one of them broke. One customer out of 6 that we sold it to bought our extended warranty, and that customer we gladly overnighted to HP's repair facility and was returned in 6 days working perfectly fine. The other 3 returned for refund within the 14 day return policy. 2 others exchanged for models at other stores, funny thing though is that Staples can do warranty work for HP so why didn't you let us handle it? We can still work on it under warranty


Jeremy

Nitro,
West Virginia,
U.S.A.
HP's game

#9Consumer Suggestion

Thu, November 01, 2007

Your best bet for a quick resolution is to sue them. I sued them and they responded the very next day after receiving the summons. Sue them for breach of contract (in regards to warranty) for purchase price and for malice to make suit the maximum allowable. Have them settle high. Negotiate with them, if you don't like the way it is going, then sue it out. You should win. You have legal rights under the warranty. Also, you may buy HP stock and call investor relations and state that you want to exercise your right to speak at the stockholder meeting, which I did also.


Jennifer

franklin,
Pennsylvania,
U.S.A.
guess what.....the check is 'in the mail'....another delay tactic by HP

#10Author of original report

Fri, August 31, 2007

Please let me update you on my situation. After contacting every agency and emailing the CEO of HP I still have no good news. On Aug 13 my case manager agreed to 'buy back' the computer, I was told they had to send my computer back to me from the tech support center and I had to send it in to the processing center. I believed this to just be a delay tactic, but played the game anyhow. I was also told that once they recieved the computer that the 'refund' check would be released. Seemed easy enough. So, after tracking it with FEDEX, I called when I knew the package had arrived. It arrived at HP's processing center on Aug 20, I called on Aug 22 and was told that the check was 'in the mail'. That it had been send on Aug 21. On Aug 24th I recieved a check from HP for $237.49 instead of the $1629.63 that they owed me. I didn't cash the check, then I would be agreeing to their terms I am sure. So, once again on the phone day after day after day....... no one can help me, of course. Today, Aug31, however I got ahold of my case manager who informed me that it was being 'researched'......also told me the girl who is doing the research was on vacation. He also told me, when I asked when I could expect an actual refund of my money, that he was not going to promise me any date. So, once again, HP has failed to do the right thing. The check is the wrong amount and no one can tell me when I will be recieving a check for the right amount. Isn't this nice? Great customer service, huh? Oh, don't worry, he told me he was doing everything he could to help me. I had to remind him that he has had 6 weeks to 'do the right thing'.........and hasn't.

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