I am writing you regarding an issue with an HP Pavillion laptop that I purchased for my daughter late last year (11/15/08). My daughter is a college student at ASU and needs this computer to do her school work. I purchased the computer because it was on sale via Big Lots online store and up until January 29th the computer was working fine.
All of a sudden the computer lost connection with the hard drive and I worked several hours with HP's customer care to determine the issue. They were kind enough to send out a replacement hard drive and boot discs. The case number is 8021325018. I got the hard drive and boot discs and had some difficulties with the brackets on the hard drive. I called customer care last night and they walked me through switching out the brackets with the old drive. I thought I was home free when I went to boot up the computer and an error message presented itself and the system shut down.
My level of frustration was at a peak and I simply couldn't bring myself to pursue HP's solution any longer. I have six hours of my own personal time invested in this "project" and I don't want to put anymore time into this failed venture. I actually have a computer (an HP) that I use myself and have had no issues with it as of yet (thank God) and have been very happy with the product. I am however very unhappy with the laptop that I purchased for my daughter and am also extremely dissatisfied with the low level of customer service HP has given. When I called this morning I spoke to their customer care and I told them what I wanted which I think is a reasonable request under the circumstances: 1. Replacement of the computer which is defective or 2. Have a technician come out to my home to repair this computer or 3. Give me an HP credit toward the purchase of another HP laptop.
My daughter has been without a laptop for two weeks now and as previously mentioned she is a full-time student and has to have a computer. I'm going to have to go out and buy another one if I can't get satisfaction from HP. The person that I spoke to at customer care about my issue was totally unsympathetic, kept interrupting me, and was obstinate in his unwillingness to allow any of those options to happen. Obviously I got angry although I was totally professional in my approach to the conversation. I told him that he would leave me no choice but to pursue other outside means to achieve my aims including making a full formal complaint with the BBB against the company, filing a full grievance with the Arizona state attorney general (consumer protection division), and also consulting with my attorney on what my rights are. On that note he informed me that he couldn't help me any longer and hung up.
If I had to describe my current state in one word it would be "livid".
I have already filed a full complaint with the BBB and the consumer protection division of the Arizona Attorney General's office. I thought it would be good to list my problem on this site so that anyone interested can call HP to rant!!!