Overclock.net banner

1 - 20 of 21 Posts

·
Registered
Joined
·
9 Posts
Discussion Starter #1
I have a big problem and i am hoping one of you guys has an idea. I have an hp laptop have had it since June. (got hp due to swell discount pricing, bought it at the same time as a server). Well about a month ago s few pixels went bad in the display so I called HP. I arranged for them to send me a box so i could send it in for 3 day repair. THe person i talked to guarrenteed me my laptop back within five days. Well they sent the box to the wrong address 3 times, one dude sent a laptop to a randomm house. ONe guy canceld the one order that was right. I eneded up talking to managers etfc just to get a box and whne I did i got 3. So I relunctantly sent my laptop to them. This was on on the 20 of last month. Well they lost the laptop. They said they were just going to send me a new one which was fine (i removed hd beofre sending) well they sent that one to the wrong address so it sat outside for a while and got ruined before fedex picked it back up. So yesterday I finallly got my laptop back....... It has a new display with a nice gouge in the center of the display. So i call them and tell them abou it and let them know that I won't be able to send it in because I can't go wiithout my laptop for another month. They aggreed to send me the display so i could install it. I made very certain ( as i did in the past that they sent it to this addres) Guess what.... they sent it to the wrong one...... well yesterday my laptop lit on fire.... sparks started flying out of it. When HP replaced the display they scotched taped the wires around the pivot bolt that holds the display on. So as I opened and closed the display it ripped the sheilding off. So I called HP and talked to the Custoemer Service manager who told me that my laptop was in China being serviced (wheile it is sitting in front of me). Well when i mentioned fire and laptop because of thier poor repair job I immediatly got transferred to the executive director of consumer affairs. I talked with her for a while she told me that the only way they are fixing it is if i send it back in. I told her that they had already sent a display to me she told me that isn't possible...... well we talked about that for a while. Then I told her that due to course requirments and a satilite design project I was unable to go w/o the laptop for a month. She said i was lying and to just borrow a computer. Well I told her to go ahead and send me a box....... 2 hours later i check on the order to make sure it is right and guess what .... she sent the box to the wrong address..... I call her and she cancels the order and hangs up the phone.. I get an email from her today saying that she recreated the order. Now for the time being the laptops fire problem is fixed temporatily....... however there is stil a gouge in the display.......She told me that i probably got "one of those laptops that constantly has things go wrong". I asked her why and she said I had bad luck. I asked to speak to her manager and she said that she didn't have one.

I read over my contract and it clearly stipulates 3 day turnaround (no where does it mention any thing about unless or except). Or they will ship parts. I have been told by the executive officer that they are probably going to keep sending me broken laptops to the wrong address. I am lost as to what to do. I left out a lot of the story btw...... i am sure you will have questions.. But I would appreciate any advice........I am kinda lost on this one. BTW buying a new display, (samnsung plasma, isn't an option they are ~$1000) even though I have been told by two managers there that is probably the only way this is getting fixed. I have been since advised to see if I could get any help from the media while trying to solve my issue. Is there anyone here who can offer any assistance??
 

·
Registered
Joined
·
9 Posts
Discussion Starter #2
Hewlett Packard Corporate Headquarters
3000 Hanover Street
Palo Alto, CA 94304-1185 USA

To Whom It May Concern:

My name is Jon Welters, up until about a month and half ago I was a happy HP customer. Since then that has changed. I have purchased multiple file servers and desktop pc’s through your business division and have never had a problem with them. As of May 1 ordered a laptop computer which was bumpy since they sent me the wrong one to start with. I dealt with that issue.

About a month ago I noticed that some pixels were damaged on my display so called the tech support line and waited for exactly fifty-eight minutes. After getting through to someone I was informed in accordance with my warranty that they would be shipping a box to my residence. I was expletive that my address was 1703 Townsend Dr, 0436 W Wadsworth Hall, and Houghton MI 49931. She said that would be no problem and changed the address for me. She guaranteed me a 3 day turnaround then overnight shipping so that makes for 3-5 days. My warranty clearly states three days.

Soon I called to check on the order and found that they sent the box to the wrong address, I informed them of the correct one and they said they changed it and again guaranteed me 3-5 days complete turnaround time including shipping. Ok, well this happened about five times then I asked to talk to a manager. He informed me that there was a glitch in the database and he would fix it, then everything should work fine. About 3 days later another box was sent to the wrong address. Now two weeks from when the issue started occurring I call and finally get someone helpful (keep in mind throughout this there were 30 minute hold sessions). She fixed the address and sent me the box I asked her to please completely remove the other address from the system, she said no problem.

At this point in time I pack the laptop in the box and send it to HP the next day. Check tracking and they received it on Friday. On the following Thursday I called and was giving a return date of October 11th which was a week but I would have dealt with that. Well October 11th comes around so I call in and was informed my laptop is at my house. Well again they shipped it to the wrong address. Somehow they got the laptop back and now had to fix it again. After another week I call in and ask what is going on. I am given) a new estimated date of November something. I asked to talk to a supervisor and the tech hangs up on me. So I call back and after more time get on the line with a supervisor who informs me that the laptop has been damaged and the part (that wasn’t damaged when I sent it in is now damaged). He tells me that it will be sometime in November before they get the part. I ask him if they can just send me the part then I can install it. He said no problem and he would have the laptop expedited with everything except for the front speaker cover replaced. Three days later I call them and they let me know that the laptop was sent to China. Well now that was a problem so I called back and was informed it was dropped off here. Well that wasn’t true either. Well I am not sure what was going on here but I finally received the laptop after HP said it was here.

When I first opened the laptop the speaker grill was damaged as well as the top of the machine where it hadn’t been before. On a side note the laptop was received in a Best Buy box (which I found odd). There is also an extremely annoying screwdriver mark in the middle of the display so I called Hp and let them know what was going on . At this point in time I couldn’t send the laptop in due to course requirements. They inform me that the laptop is still in the service center and should arrive on November 11th. Well after some explaining he took the note and put it on file.

About 2 days after receiving the laptop sparks started flying out of it. After examination it turns out that whoever serviced the machine left the negative cable for the display jammed on the moving peg that attaches the display to the main unit. Eventually after moving the units display up and down the shielding was damaged. I called in immediately and talked with a technician who told me that he would send me a display and I could send the old one back in the same box. That way I could be sure it was put together correctly. I told him that for the time being I could tape the wire up so it woudn’t short out anymore he said that would be fine.

Two days later I call in and the technician informs me yet again that my laptop is currently at the repair center. I explain that it is sitting in front of me and he transfers me to a supervisor. I explain to the supervisor what happened and she tells me that the case has to be sent to the quality control supervisor.

The following day I call Enid Miller the quality control supervisor. I must mention that she was the nicest person that I had the opportunity to speak with at HP and the most helpful. She apologized for the situation and let me know if I wanted she could escalate the case for me. She didn’t have the ability to order the part but she said that other departments did. I agree and she forwards the case on.

Later that night I receive a phone call from Sandra Gnnams who tells me she is the Executive Director of Consumer relations. She tells me that there is no way that they can send me the part because she can’t tell if I am competent in installing the product. I inform her that I am fully competent in installing an LCD monitor as I spent the last year working as a Network Engineer and the year before working as a Level II Technical Support Specialist. She said that is just how it is. I asked her why I am having such a hard time now when I have never had a hard time before. She told me that the machines I bought under the business cost more so because my laptop didn’t cost as much I got worse support. She told me that every once in a while you get people that get computers that keep having problems and that I must be one of those people. I inform her that not having the laptop is starting to affect both my grades and research. She told me I was lying and should learn to use lab machines. I tell her that my contract clearly says three days and the last time it took ~ a month…. I asked her if she had a supervisor and she claimed that there wasn’t anyone available. She said she didn’t care and I could take her offer or leave it. So I said to go ahead and set it up. I explained to her the issue I had with the addressing etc in the past and she said that she had that fixed. I verified the information and she overnighted the package. She also informed me that they won’t be fixing cosmetic defects on the laptop. I told her that the repair center caused them(,) she said it doesn’t matter.

Later that night I got an email confirmation from her stating that she mailed the package to the wrong address so I gave her a call and left her a voicemail with the correct address. Later that night I received an email stating that the order was canceled. So I call in and have it recreated and emailed Sandra letting her know this then I get the email back that I am confusing her and she placed another order for a box and it should arrive Tuesday.

What I don’t understand here is how I send a laptop working perfectly fine except for some dead pixels out for 3 day service and get back a laptop a month later that is all banged up and shoots sparks at me due to poor repair. Then I call and get accused of lying and informed that “you get what you pay forâ€. This just isn’t right.

I really don’t want to send this laptop in for repair again as of my experience last time. Your Consumer Relations director told me my laptop is probably one of those that keeps breaking. That doesn’t seem right to me, it seems as if that was the case they would have to replace it.

If you could please send me an email to [email protected] with suggestions on how to resolve this issue I would appreciate it. I have asked colleagues in the technical field and they suggest that I contact the media and inform them of the situation. I am more professional then to do so before contacting the appropriate persons. At this point in time I am not sure I am willing to settle with sending the laptop in again. I really don’t want to have to think about whether the device is going to start shooting sparks out again. If I would have had my face closer to the laptop I could have been injured. If I had the laptop on my lap rather then a desk my lap would have been burnt/electrocuted. I am looking for a permanent solution to put an end to my problems. I hope that you can offer me one.

Thank You For Your Time,

Jonathan Welters
Computer Network and Systems Administration
Treasurer - MTU Linux Users Group
Secretary - Husky Amateur Radio Club
Michigan Technological University
Email: [email protected]
 

·
Registered
Joined
·
3,993 Posts
i sugjest lawyer perhpas or even take this to some local new broascastes or even like fox news they have to fill time slots and i would imagin they might say something
 

·
Premium Member
Joined
·
8,427 Posts
WOW what a nightmare. Possibly work with your credit card company to get a refund and then just order another laptop (not HP, obviously
).
 

·
Registered
Joined
·
9 Posts
Discussion Starter #5
I don't really have any money for lawyer, already emailed , snail mailed or faxed all the broadcasters i could think of, that last post is a letter to the HP CEO.
 

·
Registered
Joined
·
3,993 Posts
well how about.......... RABBLE RABBLE RABBLE RABBLE RABBLE RABBLE RABBLE RABBLE RABBLE RABBLE RABBLE RABBLE RABBLE RABBLE RABBLE RABBLE RABBLE RABBLE RABBLE RABBLE RABBLE RABBLE RABBLE RABBLE RABBLE RABBLE RABBLE RABBLE
 

·
Premium Member
Joined
·
7,531 Posts
Suing them could pay off big, or fail completely. Its really your choice, but i think i would get lawyers involved.
 

·
9 Cans of Ravioli
Joined
·
19,918 Posts
BigpoppaFrary -

Thats not funny in any of the billion topics you post it in. Its annoying and stupid.
 

·
Registered
Joined
·
1,812 Posts
Due to the problem you encountered most likely being a common one, you need to check online forums for upcoming class action lawsuits. Cases that come in numnbers are always predominant, and the safety standards they must uphold were obviously not. Sending a display for YOU to replace due to lack of competence(their lack, not yours) without properly validating your repair license(and what-not), they have placed themselves in a precarious situation. Consumer Affairs would be happy to solve your problem. Make sure you have documented all instances of contact with the company, along with third party repair comanies in bed with HP, and make plenty of copies. You are entitled to quite a bit of comensation at this point, especially if "they can't prove there was not a fire due to a malady within their repair". Look into it, if you need contact numbers associated with arbitration through the governemnt associations, shoot me an email at [email protected]... Good luck, and fight for what you are owed...
 

·
Registered
Joined
·
1,812 Posts
No money needed, just a voice, stay professional and explain only your concerns, not your plans for arbitration. If you are interested in the money, yes, I agree with everyone on here, get the news involved. There are a lot of daytime consumer watch programs on the news lately, has become a big trend...
 

·
Premium Member
Joined
·
8,427 Posts
I wonder if the BBB could be of any help in this situation? I know people recommend them a lot whenever stuff like this comes up.
 

·
Registered
Joined
·
9 Posts
Discussion Starter #15
I plan on contacting them as soon as I can tomaorw, i have already emailed and faxed/mailed a nlot of things out............ I really appreciate any other ideas yall have, You don't know how much help you are. Already contacted BBB, FTC and about 3 other government agencies.
 

·
Registered
Joined
·
1,037 Posts
dealing tith hp is real simple if something goes wrong send it to a computer repair shop or fix it your self, usualy you never have trouble with hp, i never buy a warrenty with hp but i buy them all the time [they do real good with indepent stuff like cds printers etc]
 

·
Banned
Joined
·
671 Posts
Damn, dude, sorry to hear that. I wish you good luck on that, I think is totally f*cked up. I was hoping to get this Laptop from HP but now I am begining to change my mind. I might just end up upgrading my system or something.
 

·
Registered
Joined
·
9 Posts
Discussion Starter #18
I would agree that while the HP laptop seems excelent it is not a good choice due to theier useless customer support.... even the XO told me the outsourced support is poor..... she stuck with the story that you get what you pay for.
 

·
Registered
Joined
·
3,993 Posts
Yeah i'm still amazed how many peopel go through these companies for their " suport " and come up with a story liek this. Kinda disgust me. Find a local computer "hobiest" and have them build you up something nice for cheap or a DIY.
 

·
Registered
Joined
·
9 Posts
Discussion Starter #20
I somhow got the cell phone number for one of the company officers today.....(someone scrwed up), I called it and he was in a board meeting, good timing he was really pissed off...... told me to fax him my letter instead of mail it and he would look into it, i am guessing that he was just giving me a load of crap but it made me feel a little bit better.
 
1 - 20 of 21 Posts
Top