- Report: #517986
Report - Rebuttal - Arbitrate
Complaint Review: Hewlett Packard HP Danial Bulnes
Hewlett Packard HP Danial Bulnes1501 PAGE MILL ROAD Internet United States of America
Hewlett Packard HP Danial Bulnes MARK HURD, TIM METCALF HP Refuses to Honor Lap Top Warranty After Unit Burns Consumer's Leg Internet
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"The power pack over heated and burned my leg!" Paynter said.
"That was where the problem with HP started!" noted the laptop owner.
Daniel Bulnes from HP' loss prevention phoned up, the laptop owner noted.
"The first thing he wanted to know was whether I put the lap top onto my lap!" Paynter said.
According to Bulnes, the HP Pavillion lap top is not a lap top. Bulnes, an HP Executive Account Rep for Customer Satisfaction, insisted a Notebook is not a laptop.
"Then Mr. Bulnes wanted to know if I had plugged anything into my USB port." Things were going from bad to worse.
HP would not honor it's warranty. However, they offered to fix the laptop for $360!
"When I took it to a higher authority" Paynter continued, "it turned out they had not tested the lap top to see what repairs needed to be made."
The higher authority at HP was Tim Metcalf.
"Tim told me it was 'normal' for a lap top to burn you!" Paynter said.
"Then Metcalf told me a a burn to one person is hot air to another" or words to that effect.
"What I really mean" Metcalf continued, "it is normal for a note book to heat up and burn you when it comes in contact with your body"
Just like Danial Bulnes said, a notebook is not a laptop.
After admitting the notebook had not really been tested, Bulnes said he would give it the priority treatment and "We will put it on top of the pile" he promised.
After three weeks of being in 'priority handeling' Paynter had not heard from the computer giant.
"I knew what their testing center was going to say three weeks before HP did!" Paynter claimed. "Why change their story now!"
Paynter says if you want to check out the story call Danial in person. 650-857- 3523.
"They told me they would send it back un-repaired. At least HP kept their word on something!"
All of this took two months to complete, from late August to October 3oth.
"I even emaild Mark Hurd, CEO for HP directly!" Paynter noted. firstname.lastname@example.org
"A 'customer satisfaction' guy called. When he heard the computer was in 'loss prevention' he said there was nothing he could do, even though he was sent directly from HP CEO Mark Hurd himself!
Mark Hurd might as well have issued a press release: "HP annonces it won't honor warranty for the HP Pavillion".
If your HP over-heats, you are on your own. Paynter noted.
"Mark Hurd's promise to put customers first with the hp Pavillion notebook is full of hot air!"
This report was posted on Ripoff Report on 10/31/2009 08:49 PM and is a permanent record located here: http://www.ripoffreport.com/r/Hewlett-Packard-HP-Danial-Bulnes/internet/Hewlett-Packard-HP-Danial-Bulnes-MARK-HURD-TIM-METCALF-HP-Refuses-to-Honor-Lap-Top-Warra-517986. 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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