• Report: #326290

Complaint Review: Compaq Presario

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  • Submitted: Tue, April 15, 2008
  • Updated: Fri, January 14, 2011

  • Reported By:RARITAN New Jersey
Compaq Presario
http://www.compaq.com Nationwide U.S.A.

Compaq Presario Compaq sells DEFECTIVE Computers!! Major issues- -Recall Issued! California California

*Consumer Comment: Why didn't I know???

*Author of original report: Case Manager says "NO" to replacement

*Author of original report: Case Manager says "NO" to replacement

*Author of original report: Case Manager says "NO" to replacement

*Author of original report: Here we go again......

*Author of original report: Another dissatified Consumer for Compaq !

*Author of original report: PC returned and so-called repaired? Not!

*Author of original report: Sent in for repair

*Consumer Comment: Recall and alternatives.

*Consumer Comment: No one can guaranty a computer will never fail

*Author of original report: I should not spend a dime!

*Consumer Comment: It's unfortunate.

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HOW DISGUSTING---This is my original complaint to the Better Business Beauru:

Thank you for using the Better Business Bureau's Online Complaint System.
Your complaint has been assigned case # xxxxxxxxxx.
Correspondence regarding this complaint will be emailed to : xxxxxxxxxxxx.COM
Please print a copy of this for your records.

Filed on : April 15 2008

Filed by :
JOSE xxxxxxx
xxx-xxx-xxxx
RARITAN NJ

Filed against :
HP Repair Center



Complaint Description:
On 5/5/2007 I purchased a brand new Presario V6000 laptop computer from Best Buy. I pais 749.00 plus tax. I was having problems with it...shutting off, having a black screen, and it not functioning properly. All my files on the pc have been lost. On Thursday 4/10/08, I contacted HP at 1-800-474-6836. The service rep gave me Ticket number 8010568214 with cso # PDK108-01. I advised him of all my issues.

He told me that actually there was a recall of some kind, and that the motherboards on this model pc are defective. He advised me that he would ship me out a box, so that I can send it in for repair. He told me it could take up to 21 days for me to have it back. I advised him that this was my only PC, and that I was paying thousands of dollars to attend online college. He advised me that a supervisor may be able to send me out a loaner pc, while mine was repaired. He told me a supervisor would call me back. On 4/15/08 a supervisor by the name of Jarod called me. He told me that he could not send a loaner. I told him it was impossible for me to send back my pc , becuase I was in school, which is online, and I need a pc, otherwise I would be dropped out, and lose thousands of dollars I have saved for my education. He still said there was nothing he can do.

I asked if there was a local repair center, he said no. I asked if I can have a refund..he said no. So I told him that I felt I was entitled to a loaner or refund because they sold me a defective pc, he again said nom there was nothing he can do. Currently the computer does enough for me to go online and do my assignments, and study for school. It would be insane to turn it in for repair and be left without a pc, then I would lose thousands of to wait to repair my pc that cost $749. I felt that HP did not do anything to meet my needs, and were not compassionate to my situation. They sold me a defective unit. If they can not accomodate me with a loaner, I want a full refund. HP is liable for selling me a defective system, and I should not carry the burden of being kicked out of school, or anything else. I am outraged! My Best Buy transaction was on 5/5/2007 at 6:34 pm. Receipt Number: 0379433 item: 8294428 Best Buy -Bridgewater, NJ 08807 (908)429-9339.

Your Desired Resolution:
I am seeking a full refund for being sold a defective unit. There are several issues with the Presario V6000, and they are repairing these systems for may, many customers, because of the defect. There are battery issues and motherboard issues. I bought this pc with confidence..trusting in the name HP. I was disappointed, and scammed as I received a defective unit. I want a refund. They are not offerring any other reasonable measures. Their reply and only way of resolving the issue would actually cost me thousands of dollars, and it does not make any sense. I demand a refund, or a loaner sent to me ASAP, so that I can send mine in. I am looking to have this resolved through the BBB, but failure to meet a resolution will escalate to me filing further claims for my loss. I hope and I am confident that HP will try to meet my needs. I want a full refund, or a loaner while my system is repaired. These are the only two possible solutions to the issue.

This case will be reviewed by a complaint specialist at the Better Business Bureau, and then forwarded to the business for their response. It is our policy to allow the business 10 working days to respond to your complaint. You will be notified when the business has responded.

To All: Be careful should you be on the quest to buy a new computer. Certainly big companies sell defective computers! It's a shame! It's abuse! It needs to stop!!

Jose A. xxxxxxxxxx
RARITAN, New Jersey
U.S.A.

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This report was posted on Ripoff Report on 04/15/2008 02:43 PM and is a permanent record located here: http://www.ripoffreport.com/r/Compaq-Presario/nationwide/Compaq-Presario-Compaq-sells-DEFECTIVE-Computers-Major-issues-Recall-Issued-Californi-326290. 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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#1 Consumer Comment

Why didn't I know???

AUTHOR: CoCo - (United States of America)

I wanted to know if you had any resolution to this problem? I had motherboard issues a while ago and left this V6000 to collect dust because I was told the twisted up cord from pulling it under the computer caused the motherboard to lose and gain power so much that it failed! I was told that by the Geek Squad. I believed it too and after the thing started completely failing I gave up. I had personal issues that prevented me from investigating the way I am now. I suffered with that thing being bad for maybe a year. Now I have another Compaq and after having fan issues (which I heard is related as the company tried to compensate for overheating by pumping fan speed causing failure) I tried to break out the old dusty V6000 and it is working but starting what it did before, each time I load it it takes longer and longer and blinks more and more and now I remember how it started the first time. I was attempting to restart my search on the wireless connection issues (that happened way before the motherboard issues and I gave up on that and just got USB because I was told it was an issue with Vista). But now I find there was a recall I knew nothing about. Heck, my new Compaq issues have a recall I am reading about!!!!

Did you ever get a replacement? What happened? Is it too late to take advantage of a recall? I am never getting another Compaq!

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#2 Author of original report

Case Manager says "NO" to replacement

AUTHOR: Stoptherat - (U.S.A.)

I spoke to a case manager by the name of Aiden. Of course to no resolve! He tells me that he can not replace the unit at this time, that if it were to happen again he could. So He asked that I send it in for repair for a third time. I am pretty calm now..I guess because I am past disgusted and words can't express my anger....well they could but I can not post that language here!

Defective? I would think so by now. I mean how many times will they try and fix it? I feel that it can't be fixed, and if so...send me the replacement. I was promised that if it happenned again it would be replaced...well here we are. Now they say no, let's try one more time! Is this a joke? Can this really happen? Well I guess so. So of course I have filed further complaints with the BBB, and the Attorney General's office/Consumer affairs. Though the BBB was not much help, it can't hurt to have this issue documented once again. At some point it is going to cost HP more to ship my unit back and forth than it would a replacement unit. I think this has gone too far. Either the repair center has no idea what they are doing or the unit is beyond repair...either way I am mad as hell. I have been misinformed...or straight up lied to. I wish there were some kind of computer god that can rectify this situation.

Now I am going to have to wait for the box, then send it in, and wait for the alleged repair to take place, then maybe I can start using it for a while...once again. Round and round we go! I will continue to persue this matter until it is resolved. I will not settle for less. I am sure once the right people get involved it will all be over. For now, all I have is free speech, and I will use it ..over and over again...I will spread the word. In the end maybe they will realize that sometimes it is best to do the right thing. They have a reputation to maintain...these issues do not help them...it can only hurt them....and I guess they deserve it. If I can stop one person from buying from them...then I am happy....if I can stop 10, I am happier...hopefully more than that. I mean who wants to go through what I am going through...no one...so learn from this...and do not buy Compaq/HP. Why take the chance..there are many other choices out there.
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#3 Author of original report

Case Manager says "NO" to replacement

AUTHOR: Stoptherat - (U.S.A.)

I spoke to a case manager by the name of Aiden. Of course to no resolve! He tells me that he can not replace the unit at this time, that if it were to happen again he could. So He asked that I send it in for repair for a third time. I am pretty calm now..I guess because I am past disgusted and words can't express my anger....well they could but I can not post that language here!

Defective? I would think so by now. I mean how many times will they try and fix it? I feel that it can't be fixed, and if so...send me the replacement. I was promised that if it happenned again it would be replaced...well here we are. Now they say no, let's try one more time! Is this a joke? Can this really happen? Well I guess so. So of course I have filed further complaints with the BBB, and the Attorney General's office/Consumer affairs. Though the BBB was not much help, it can't hurt to have this issue documented once again. At some point it is going to cost HP more to ship my unit back and forth than it would a replacement unit. I think this has gone too far. Either the repair center has no idea what they are doing or the unit is beyond repair...either way I am mad as hell. I have been misinformed...or straight up lied to. I wish there were some kind of computer god that can rectify this situation.

Now I am going to have to wait for the box, then send it in, and wait for the alleged repair to take place, then maybe I can start using it for a while...once again. Round and round we go! I will continue to persue this matter until it is resolved. I will not settle for less. I am sure once the right people get involved it will all be over. For now, all I have is free speech, and I will use it ..over and over again...I will spread the word. In the end maybe they will realize that sometimes it is best to do the right thing. They have a reputation to maintain...these issues do not help them...it can only hurt them....and I guess they deserve it. If I can stop one person from buying from them...then I am happy....if I can stop 10, I am happier...hopefully more than that. I mean who wants to go through what I am going through...no one...so learn from this...and do not buy Compaq/HP. Why take the chance..there are many other choices out there.
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#4 Author of original report

Case Manager says "NO" to replacement

AUTHOR: Stoptherat - (U.S.A.)

I spoke to a case manager by the name of Aiden. Of course to no resolve! He tells me that he can not replace the unit at this time, that if it were to happen again he could. So He asked that I send it in for repair for a third time. I am pretty calm now..I guess because I am past disgusted and words can't express my anger....well they could but I can not post that language here!

Defective? I would think so by now. I mean how many times will they try and fix it? I feel that it can't be fixed, and if so...send me the replacement. I was promised that if it happenned again it would be replaced...well here we are. Now they say no, let's try one more time! Is this a joke? Can this really happen? Well I guess so. So of course I have filed further complaints with the BBB, and the Attorney General's office/Consumer affairs. Though the BBB was not much help, it can't hurt to have this issue documented once again. At some point it is going to cost HP more to ship my unit back and forth than it would a replacement unit. I think this has gone too far. Either the repair center has no idea what they are doing or the unit is beyond repair...either way I am mad as hell. I have been misinformed...or straight up lied to. I wish there were some kind of computer god that can rectify this situation.

Now I am going to have to wait for the box, then send it in, and wait for the alleged repair to take place, then maybe I can start using it for a while...once again. Round and round we go! I will continue to persue this matter until it is resolved. I will not settle for less. I am sure once the right people get involved it will all be over. For now, all I have is free speech, and I will use it ..over and over again...I will spread the word. In the end maybe they will realize that sometimes it is best to do the right thing. They have a reputation to maintain...these issues do not help them...it can only hurt them....and I guess they deserve it. If I can stop one person from buying from them...then I am happy....if I can stop 10, I am happier...hopefully more than that. I mean who wants to go through what I am going through...no one...so learn from this...and do not buy Compaq/HP. Why take the chance..there are many other choices out there.
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#5 Author of original report

Here we go again......

AUTHOR: Stoptherat - (U.S.A.)

Well after all the troubles I have had... here we go again.
I have already sent this Presario V6000 in for repair twice, and had to take time off of school. Now I am in the middle of classes again, and the notebook has a black screen, and keeps turning on and off by itself. It is useless. I only use this for school, and it only has minor use. I contacted Compaq and they gave me the case # 801-602-5431. Now the agent has asked me to send it in for repair. I explained to him that I sent it in twice already, and that the last time I sent it in the agent told me that if it were to happen again they would send me a replacement. Then this agent tells me, that they would repair it, and if it happenned just one more time...they would send me a replacement....So let me get this straight after the 4th attempt at repair they would send you another? Seems like I am getting the run around, last time it was if I have to send it in for a 3rd time...now a 4th, and maybe next time a 5th. I have given them the oppertunity to fix it...but they have not been able to. This has turned out to be the most disgusting experience of my life!

After explaining further to the agent all my issues, he stated that he was going to esculate the case to a supervisor...who should be calling me back ...to see if he can replace the notebook...which is long over due.

So for now he has asked that I do not send in my notebook for repair...but to await a call from the supervisor.

Maybe I should consider throwing this notebook from a mountain's highest peak..and watch this piece of junk crumble into 1 million little pieces. I may end up doing just that. I will give them the oppertuniy to replace the product first.
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#6 Author of original report

Another dissatified Consumer for Compaq !

AUTHOR: Stoptherat - (U.S.A.)

Well, after all the back and forth...I am convinced....Compaq is a disgrace! I am sure I do not stand alone in the term...another dissatified consumer. After having to send it in again I am just simply disgusted. My motherboard supposedly replaced this time. Why it was not replaced the first time I sent it in? Who knows. I sent it in the first time with a written note of problems, and I even wrote what the agent told me on the phone; that the motherboard had to be replaced. So when they sent it back...it was not replaced. Only my BIOS was reset.....Daaa.

Now they say they have replaced it. So far it's working..at the very least. My PC is slower than ever, and continues to freeze up. They however did advise me that if it continued to have a problem for the third time, it is their policy that they would replace the unit at that time. Now that I had to take double time off of school, and cost me extra money.....hopefully I can continue my education without interruptions.

I will go DELL next time. At this rate probably sooner than later!

To: Compaq

What's your excuse? All the agent could do is apologize for not correcting the issue the first time I sent it in, and I agree "Compaq is sorry". A sorry choice for a new pc purchase. Don't do it!

It seems the agents are more interested in selling you another service plan when you call about issues, rather than being concerned with the issue at hand. They choose a perfect time to try and sell something, when your PC is going dead, and your frustrated, trying to resolve the issue...that's when they will try to hit you up. I'll pass.

I am sure I will probably be sending it in for a third time, should it keep having performance issues. I will continue to test it for a while, or at least until my current set of classes ends in 4 more weeks. I can not afford to take anymore time off from school. Now this was one raw deal!

Maybe they could use a little vaseline next time.
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#7 Author of original report

PC returned and so-called repaired? Not!

AUTHOR: Stoptherat - (U.S.A.)

So I did receive my PC back on 5/7/08. Pretty fast turn-around time.
Only if it would have been repaired. I got it back, and now the computer just freezes up, the screen turns black, I get a yellow line down my screen...almost seems worse than before. When I called repair again, the customer rep asks me all the basics. I tried to explain my situation, and the disappointment I felt. I advised him of the issues. While trying to explain my issues, he cut me off and started to explain and try and sell me an extended warranty. I had to tell the guy that I was very upset, and to please skip the sales pitch. I advised him that at this time I was only interested in getting my unit fixed. These issues have been ongoing all day with my pc since I got it back. The rep tells me that someone will call me tommorrow to ask if it still had a problem. then his supervisor came on and asked me if I was happy with the outcome and has my issue been resolved. I replied of course not. I sent this unit in for repair, and now it came back even worse...how is that a resolution?

I will await their call, since they do not realize that nothing is going to change with the condition of the pc from one day to the next..with out proper repair. Now I may have to send it back...yet a second time. I do not know how I will handle this. I did my part, and now my two week school break is going to be up.....I can not afford to relive this all over again. I am outraged...and I have tried my best to resolve these issues. At this point if they can not fix it...than send a new one or a refund for crying out loud. This is really overwhelming, I am disgusted. How long do I have to pay for their defective unit? Can HP ever resolve my issues? We shall see. So far....no good. I will keep you updated. I already took a two week school break just to have it repaired...now this! Give me a break.
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#8 Author of original report

Sent in for repair

AUTHOR: Stoptherat - (U.S.A.)

I am sending it out for repair, I was able to get a 2 week break from school. However I am very unsatisfied about the whole thing. I have to put things on hold because of these issues. It was just amazing how the first customer rep told me that he was going to have a supervisor call me, because he may be able to issue a loaner. This was not the case, and the supervisor told me it was not even an option. They need to get their facts straight.

2nd , when I spoke to the rep he advised me of the recall, I was just wondering why they did not contact consumers before. Like why do they wait for us to call. The rep claimed that they sent e-mails to consumers about it. I never received anything, and I registerred my pc, and all my information is current. They should do more to notify consumers that they may have a defective unit or a unit that has a recall on it.

3rd of all, a refund actually would be great..sure it leaves me with no pc...but it also leaves me with money to buy a new one! That is the whole idea...give me the money to buy a new one..and take the defective recalled pc back, it makes sense to me.

I have filed complaints anyway with the BBB, California Attorney General's office and the Federal Trade Commission. Either way it seems that maybe after all the fuss, I will have it repaired. I had to interrupt my college classes to do so. I just do not agree when there is a recall that the consumer should absorb so much burden. Consumers should be accomodated by the company who sold the defected item. I was not asking for anything major, but a loaner so I would not have to interupt my schooling. I feel that they did not do their best to notify consumers about the potentially defective item. It seems deceptive to me.

In the end I have been heard, and I can only hope the turnaround time is 2 weeks, or I will really have some major issues.

Thanks for all the advise from readers. I have exausted my options on what I can and can not do with my personal issues at home. I do what I have to do to take care of my family. I am not going to get into the issue regarding social sercices coming to my home to help, that is a personal decision that requires lots of consideration. It may have been an option. Still I should not have to make such major decisions in regards to home care just because I bought a defective pc. There were simple resolutions but HP would not budge. Consumers should have more options, like the option to a refund, or a loaner..that is not crazy thinking...it is a reasonable effort to correct the issue.
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#9 Consumer Comment

Recall and alternatives.

AUTHOR: Robert - (U.S.A.)

Information for the recall of the V6000 laptops is available from HP at:

http://h10025.www1.hp.com/ewfrf/wc/document?lc=en&cc=us&docname=c01087277&dlc=&product=1842189&lang=&printable=yes&encodeUrl=true&

(link is all one line with no spaces.)

You have 24 months to get your computer repaired for free IF it exhibits the symptoms shown on the HP recall web page. Not all V6000 laptops are effected.

Since you seem hell bent on not renting a laptop while yours is being repaired there are a few alternatives you might try:

1. Contact your area governmental social services agency. Many times, the gov or private insurance will pay for a home health care provider to come by for your wife - this would free up some time for you so that you could go to your public library and use the computers at the library to continue your studies while your laptop is being repaired.

2. Contact other social services agencies. Many agencies may provide assistance for your wife (freeing your time) and other agencies may offer loaner laptops for adult students.

3. Live with your computer as is until your current courses are completed and then send the computer in for repair before you start any new courses. HP claims to turn around the effected laptops within 10 to 14 days. Remember the 24 month timeline!

Just a thought. You stated that one of the things you would accept would be to return the laptop for a compete refund. Wouldn't this leave you without a computer to complete your courses?

I sympathize with your situation, but you have to mitigate your losses.

I hope everything works out for you.
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#10 Consumer Comment

No one can guaranty a computer will never fail

AUTHOR: Clifford - (U.S.A.)

the only thing I can guarantee is that just about any computer will fail at some point whether it's a software or hardware failure. No company will guarantee they will never fail and none will automatically give you a loaner unless you have some kind of expensive service contract.

You always need to have a 'Plan B' available when a computer is so important to you. If not having a computer available in any way will destroy your future, you made some pretty poor decisions and are guilty of very poor planning.

Good luck in the future, you will surely need it.
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#11 Author of original report

I should not spend a dime!

AUTHOR: Stoptherat - (U.S.A.)

So far I have filed with the Consumer agency of the Attorney general's office, and the BBB. I received a call from a news station, and I hope this gets followed through. I am on a limited income. My PC was paid for through a student grant. My wife has a brain tumor and is disabled. I must be home to care for her. I have 3 kids, and I myself was recently in a sevre car accident leaving me temporarily disabled. I have no reason to pay any money for a rental pc, when this product was defective. I do not have the means to do so. I have a choice to make.

Keep the defective pc and stay in school, or take a chance of losing my dreams of getting a college education, and send it in for repair. None of this is any fault of mine. I wish they did not put this defective unit on the market, and I wish I was smart enough to know not to buy it. I did not know...now I do. I feel that under the circumstances I should at the very least be considerred for a refund, and they get their product back, or they can send me a loaner.

I do not think that I should carry any other burden then that already caused. I will keep everyone updated on what happens next. My personal life , is my personal life..so I limit myself on what I say. One thing is for sure....this is a compaq problem and their release of defective items....they should carry some burden and do the morally right thing. I can not accept that I am royally screwed!!
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#12 Consumer Comment

It's unfortunate.

AUTHOR: Robert - (U.S.A.)

But you need to understand that NO consumer PC manufacturer warrants their products against consequential damages - such as you not completing online courses that you have paid for.

They warrant to replace or repair the unit, at their discretion.

There is an alternative for you. You could RENT a laptop for the period that yours in out for repair. It is at times as this that the rental places come in handy. Also, I would suggest renting a USED one rather than a NEW one from the rent to own outfits. Renting a used one should not be expensive at all.

I would not suggest putting off the warranty repair too much longer. If you go beyond the original warranty period, they could refuse to repair it at a later date even though you did bring the problem to their attention.

The only good thing about this is that they HAVE recalled the laptop. I would certainly take advantage of that and get the mother board replaced for free while you can.

Good luck.
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