• Report: #1043959

Complaint Review: Hewlett-Packard

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  • Submitted: Wed, April 17, 2013
  • Updated: Wed, April 24, 2013

  • Reported By: Eddy — hemet California
Hewlett-Packard
Internet United States of America

Hewlett-Packard HP hp support lied to me and caused the loss of all my pc programs also forcing me to quit college, Internet

*Consumer Comment: Clearly stated; not implied

*Author of original report: coast

*Consumer Comment: Additional Comments

*Consumer Suggestion: Back ups?

*Consumer Comment: Totally your fault

*Author of original report: to Robert, Irvine

*Consumer Comment: Software?

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Had problem with hp support assistant program software not working so I contacted HP support. The support tech told me that I would have to do a factory reset to fix the issue.

I told the support tech that I could not afford to lose the programs currently installed  on my lap top because I needed them for my college classes. The support tech told me that doing the HP back up onto an external hard drive would save my programs. So I followed the support techs instructions to make sure I would not lose the programs.

All programs were lost but the back up allowed  me to keep files from the programs. I could not afford to replace those programs so I could continue with college. I let HP know my issues and that if they could even get me a copy of 2 or 3 programs needed to stay in college I would be fine with that.

HP support offered me a coupon to try to get me to spend more money on their web site. I told them that that was no good I had no money and without the programs my GPA would fall and I would have to drop out of college. 

HP told me that was all they could do. Hp also told me that their support was only authorized for hardware issues so the loss of programs was my fault, even though the support tech never told me that as well as the issue that the support tech took on was a software issue. So either the tech lied on multiple occasions lied to me or the management lied to me or both. 

Either way, their lies cost me my 3.0+ gpa as well as thousands lost for the marketing course I could not complete the final assignment because I no longer had the programs to complete it, therefore I failed. Plus the cost of several programs and the ability to continue my college courses until I save the money to replace those programs.

This report was posted on Ripoff Report on 04/17/2013 10:34 AM and is a permanent record located here: http://www.ripoffreport.com/r/-Hewlett-Packard/internet/Hewlett-Packard-HP-hp-support-lied-to-me-and-caused-the-loss-of-all-my-pc-programs-also-f-1043959. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
2Author 5Consumer 0Employee/Owner
Updates & Rebuttals

#1 Consumer Comment

Clearly stated; not implied

AUTHOR: coast - ()

I did not imply anything. I clearly stated that the data loss was totally your fault due to your failure to maintain a backup.

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#2 Author of original report

coast

AUTHOR: ed s - ()

All my fault? So you believe that companies should be able to lie to their customers and hold no responsibility for their actions of themselves and employees. You imply that all customers should know everything about the products they use and anything that goes wrong is their fault. You are implying that everyone should be a PC tech if the use a pc a mechanic if they drive a car and a chef if they cook their own meals. Please troll elsewhere. Thank you.
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#3 Consumer Comment

Additional Comments

AUTHOR: Robert - ()

Yes I still have doubts about how "legal" your software was, and by that I am not saying you did anything intentionally.   There are dozens of ways a license key could be valid, and the link valid, but the way it was sold to you would make it invalid.   But since there is no way to know 100% for sure your exact situation..let's just say that in your case the software is legal.

Companies know that hard drives fail, they know that computers die.  So in just about every case they will allow you to re-load software.  At least for Microsoft it sounds like you purchased a "Volume" license which if purchased through your school they should be able to assist you.   For Adobe Software, if it was a download only, they allow you to download it for 3 years.  All you need to do is go back on-line into your Adobe account and download the software you need.    Have you called them personally and explained your situation? 

Why not talk to a colleague/friend/classmate that has those programs and see if you could have used their program.  Yea not ideal..but a heck of a lot better than dropping out.  How about talking to your instructor/professor to see what they recommend.

What about alternatives?  Google Docs is a 100% free program that is compatible with MS Word Documents.  There are also freeware products that can replace many Adobe products, they may not have every "bell and whistle", and may not be as easy to use.  But unless you are doing something totally out there and some obscure function that only 1 out of a million people may use..it would be good enough to get you by.  Even a C is better than an F.

Did you do anything other than playing the "poor me" card?
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#4 Consumer Suggestion

Back ups?

AUTHOR: Concerned - ()

Unfortunately backups often don't copy the original install information, as you've unfortunately found out. What you should have used, or could use in the future is a program called Norton Ghost. Since you have an external hard drive, you would be able to, assuming that you have no information on the drive, effectively copy all of the hard drive (including the install files) and be able to access them at a later time.  If your external drive isn't bigger than your current drive, or if you already have information stored on the external drive, you could create a separate partition to copy all of your files to. I hope this helps you in the future.
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#5 Consumer Comment

Totally your fault

AUTHOR: coast - ()

When you purchased the programs online you didn't actually download the programs. You downloaded the program installers. You should have backed up the installers.

I know for an absolute fact that the buyer is required to create an account with Adobe when purchasing their products online. If the buyer signs back into that account at a later date they can re-download the program installer. The serial/activation number is made available too. I believe Microsoft has the same policy.

You brought this problem on yourself by failing to maintain backups.
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#6 Author of original report

to Robert, Irvine

AUTHOR: ed smith - ()

I lost programs like Microsoft office, adobe suite and a few others. I have no back up disks because I had the less expensive down load copies rather than paying more for the disk copies in which you can only use those copies x number of times because that make you register before they  work at all.  They are legit copies bought through the school, unfortunately the downloads and validation key they give only work for so long. I assume to prevent the pirating that you seem to imply that I have done. I have the purchase records and receipts. I would be able to re download them if I had an extra money floating around to repurchase them as  they do not give out free copies as you seem to think they might. I do not have the full list of programs I am out because of HP. However I can compile a list of programs that I had purchased through my college that are needed to be able to start going to college again to take the marketing course over again as well as the other courses I will need to finish my bachelors degree.  
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#7 Consumer Comment

Software?

AUTHOR: Robert - ()

So just how"legal" was your software?

Because while you didn't post the software you lost.  I can think of several applications that a "Marketing Major" could use and all of them are from companies that have a replacement program in effect if you loose your disk.   Depending on the company or software you can usually download a new copy or request a CD/DVD for only a few dollars($15-$20).  But you must be able to prove that you have a legitimate copy, you got through legitimate means.

If you lost all of your proof, or didn't actually get it through legitimate means.  The only one at fault is you.  Just be glad that you were able to save your data. Just out of curiosity what were the programs you lost?  And why do you no longer have the original disks?
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