In May of 2009, I purchased an HP DV7 Laptop Computer while on my lunch break. I returned to my office and powered on the computer to configure it for use. I had several work tasks to complete so I asked my coworker to keep an eye on my laptop while I completed work around the office.
I returned after a few moments and my coworker informed me that the computer kept resetting. In between checking e-mails and reading the department daily memo, I watched the computer. After about 5 minutes the computer reset itself.
I powered the computer off, uplugged it and then removed the battery as the technician on the phone told me to do for a "hard reset". I then lifted the computer to replace the battery into the laptop and heard something rattle in the computer. I notified the technician who said, "it is just the battery lock spring". I finished placing the battery in the computer, lightly shook it and heard no rattling sound. I was then instructed to connect the power cord and power on the laptop. Disaster strikes, smoke comes out of the fan port and sparks as well. I immediately unplug the laptop and remove the battery. Mind you my office is now in chaos because the fire alarm is going off and smoke is coming out of my office. In the chaos my phone call to HP's technician gets terminated.
This is when the real nightmare begins. I call back in and end up talking to someone that I can not understand. I keep getting transfered around the HP phone network. Finally after 3 days I get contacted by a case manager who says they are building a new computer. It takes nearly a month to receive the computer. Mind you, the employee that build this one put it together but somehow overlooked packing the battery and power cord.
Now I had to wait another week for the battery and powercord to arrive.
Two and a half months go by and suddenly I get the infamous blue screen of death. I could not believe it. Burned by HP again. Now I make the dreaded call to the case manager. Problem solved right? Wrong, when the computer came back from being repaired, the technician did not repair it. So I had to ship the computer right back to HP and wait another week and a half for the repair to be properly done.
I get the computer back from the repair center and it powers on. But to my surprise there are scratches all over the computer. It is not like I am trying to win an award for having a nice looking computer. Though, when I take my Land Rover into get serviced I expect it back Scratch Free.
As I said, the computer was working... but not for long, nope. Shorty after getting it back the computer failed again. I once again went through the hurdles of contacting HP about the problem. This time they offered to repair the computer and replace all the items they scratched. Thank you so much for fixing the damage that YOU did.
The process of the computer failng or not being repaired properly continuted. It seemed as if this cycle would never end. Several times I asked for my money to be refunded. I was tired of the headache and wanted to take my buisness elsewhere.
In Decemober of 2010, the computer fails again. It gets sent in for repair, comes back and powers on...then immediately powers down. At this point I am frustrated. I call back in and speak with a nice lady named Michelle. She informs me that HP is sorry and they are offering me an Hp ENVY 17 3D as a replacement.
It takes yet another month for the computer to arrive. It works for all of 2 months and once again, the replacement gives me the blue screen of death. Murphys law is now in full effect. If it can go wrong it will go wrong. Well atleast that is trail of tears with HP.
I call back in and find out michelle is nolonger with HP. I am assigned a really abrasive case manager that goes leaps and bounds out of his way to not help me in the slightest. Finally I get an "Executive Case Manager" who is supposed to solve the problem.
The computer gets shipped in for repair. When the computer comes back, it is not only NOT repaired but it is covered entirely in a sticky clear liquid and there are dents all over the computer. Mind you, I had the fedex driver wait just in case there was a problem. The driver offers to return the computer to HP as long as they give approval. I contact the casemanger. He refusees to allow the driver to do so and insists that I have to wait for yet another box and shipping label. This was aggravating.
The box and label arrive and I ship the computer back. I then get an e-mail and a phone call saying the computer was repaired and that it would be arriving in a few days. Well, a few days go by and the computer never comes.
I contact fedex to see why they delivered the computer to someone in Tennessee. They inform me that HP had contacted them and told them to return the package to them. I contact the case manager and am informed that HP screwed up, they were sorry, etc.
Finally, I am done. I contact the HP corporate office. The woman I spoke to was very sympathetic and informed me she would notify the right person to handle my problem. Later that day I am contacted by Mr. Jeff Utigard.
Jeff was very kind, he told me that he was very sorry and said he would do whatever it takes to take care of the problem. Jeff informs me that my case will be handled by a new case manager. A few hours later I get called by Alex the "Executieve Case Manager". Alex informed me that HP would be replacing the computer and not to worry.
I wait a few days and finally Alex e-mails me a replacement offer. However this offer has pretty much the same specifications as the current computer that HP inadvertantly lost. I was frustrated and tried to explain to Alex that he was sending me the same computer. I contacted Jeff and let him know that I was upset about the replacement offer.
Alex tells me the computer is being built, howver 3 days later he calls me and tells me that computer was nolonger available. He then e-mails an updated offer that gives me a 2 minor upgrades. 2GB of ram and a 1TB HD instead of the 750GB HD.
Now the hassle of trying to get the computer built starts again. I wait over a month again. The computer comes without the recovery media and office software. Atleast its not the battery and power cord this time right?
During the entire process I asked several time for my money to be refunded. I let Jeff and Alex know that all I wanted was a 50% refund of the purchase price. Jeff kept telling me not to worry that he would take care of me. Alex, well... he would keep pushing the issue back to Jeff.
Now the story of the two employees pushing the buck back and forth begins. I would talk to Jeff and he would tell me that he e-mailed Alex's boss with instructions for them to take care of the problem. Then I would talk to Alex and he would tell me that he had talked to Jeff and that Jeff said they were not going to offer me a refund.
The phone calls between Alex, Jeff and myself continued. Alex would keep telling me that HP would not resolve the problem. Jeff would tell me HP was going to do everything to resolve the problem. Jeff also said that if Alex could not take care of me, that he would see to it that he would get it done.
I contacted the nice lady at the HP office and got her voicemail over the past few days. I left brief messages informing her that I was getting the run around from Jeff and Alex. I asked if she could escelate the matter to her boss or to someone over Jeff.
2 hours later I get a call from Jeff. He was very abrasive and told me that I am NOT allowed to contact HP corporate about the issue. Jeff said if I contacted corporate he would go after me for harrassment. All I did was what every other consumer would do with a problem.... ASK for help. I have even been advised by my attorney to file a lawsuit. Which I have yet to do.
Today, the 25th of May 2011 I have received not one but two angry phone calls from Jeff. Jeff has pretty much lost his professional composure and now believes it is his job to berate the customers that he is supposed to be helping. Ending the phone call Jeff was very snide and said childishly "night night". This is NOT the type of conduct that I would expect from a company executive that is paid to manage customer complaints professionally.
I was also contacted by Glenn Tandy. Glenn says that nothing I did in this entire process was wrong. Now Glenn is promsing to take care of the problem. It is not as if I have not heard this same promise from the other HP employee's.
It is my personal belief that HP would not have cared in the slightest had their computer burnt my office to the ground. I also believe that although HP is going through massive restructering, it does not care about their customers. My personal opinion is that you should avoid doing any buisness with HP at all costs. There are several other big name companies eager to do buisness with you.
Glenn has offered me a partial refund in the amount of $500.00, It is not even 50% of what I initally paid, nor does it even compenaste for all the stress that this entire nightmare has caused me. Honestly, I wont believe any HP employee until the check arrives and clears the bank. My bet, Murphys law is going to strike again.