• Report: #273584

Complaint Review: Hewlett Packard Tech Support

  • Submitted: Mon, September 10, 2007
  • Updated: Sat, October 27, 2007

  • Reported By:Warrenton Oregon
Hewlett Packard Tech Support
3000 Hanover St Palo Alto, California U.S.A.

Hewlett Packard Tech Support - HP Hewlett Packard ripoff, Dishonest, untruthful, LIES!! Palo Alto California

*Author of original report: still having problems..

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ok so this all started the end of June I have been having major problems with my dv2213cl ever since got it in march of this year (2007)

The system would go in to sleep mode but when I attempted to wake it back up it would not wake up
I ended up having to completely turn off the computer and take out the battery and wait about 30 seconds and put it back in most of the time I would say about 95% of it would not boot at all,,,,on July 1st 2007 all that would happen was that the fan would come on and there was no hard drive activity ( So I called HP support)
I got a non English speaking agent that was very hard to understand. I explained my problem to her and she requested we run some tests which were Unsuccessful I told the agent she then explained that it might be caused by a Bios issue, and that i will have to try a system recovery (to recover the Bios) and that she would call back in 45mins to an 1hr after the recovery had finished i agreed and began the recovery

The recovery unsuccessfully finished and there was no call back from the agent so again i has to call support

This time the system skipped the menu and i got connected to a agent (weird) this time it was a English speaking agent (young sounding female) she asked for my name and my email address to confirm that it was really me and then want on to ask me about my problem I had to re-explain my complete problem to her and all she said was (oh thats not good) the convo want on with her asking me questions of what i had done and then out of the blue she told me that we had been on the line for too long and that agents were not allowed to be on as long as we were (what you can;t talk for 15 Mins??)
then she told me that from what i had told her and by what we had done i would have to send in my computer to be serviced and it would be back to me in (7-10 working days)

I said ok she took down my information and then said that a box would be shipped to me. ok all well and good
the call ended.

The box came the next day by FedEx with a shipping sticker inside that said next day air dated to be delivered to HP by July 3rd by 10:30am. so I packed up the laptop and called FedEx only to be told that it was past the pick up time at my location and that it would have to be picked up the next morning (the morning of the 3rd) meaning that the box (my laptop )would get to hp on the 4th being that it was next day air but fexed does not deliver on holidays so it would have to get there the 5th. I said that works and he put it on the pick up route the call ended. The box was picked up the next morning of the 3rd and was off on its way

Very Long story short they ended up missing the commitment date that was ( July 16, 2007 )
I ended up having to call HP support only to be told that they found nothing wrong with the computer ( but that they were working to fix the problem) I ask what was taking so long and all they told me that they were running tests

My laptop came back on July 24th 2007 with a note stating that they had identified an issue with my LCD Component ( assembly,Cables, etc) as a result they fixed it and it in now in working order.

ok well that was not the original problem as i can remember it was an boot issue and not a problem with the LCD so i had just sent my computer to get something that did not need to be fixed (WOW!)and the original problem still was the same.

I had to end up calling hp support and being told to re imaging the hard disk to make it work again i explained to them that i had just got it back from there service center and that they had fixed a problem that did not need to be fixed. they denied my claim i requested to talk to a case manager and was told that one would be contacting me in the next few hours or the next 24hrs
i got a call back at 2:00pm pst by a case manager that was very nice and helped me work out the problem I did how ever have to re image my hard drive twice and we messed around with some power settings every thing seemed to be in working order.

I the next day i messed around putting all of my files back on the computer and shut it down for the night put it in its case and did not mess with it for the next day the night of the 27th i took out my laptop to do some work it again would not boot up again i took out the battery and waited put it back in and it booted up to the point were windows starts and the screen want all screwed up like the video card crashed or something and locked up. i restarted it and it got to windows windows stated it was preparing my desktop something I'd only seen when I first turned it on after getting it
a box popped up stating that my profile was unavailable and that it might be corrupted and that I would have to run chkdisk it did not work and the screen want all weird again Ii called Hp support and A very rude agent ( that again i could not understand) told me that it was not Hp's problem and that i would have to call Microsoft since it was a windows issue I explained to him that i was not about to call Microsoft and put out $60,00 to talk to a agent only to be told it was Hp's problem ( I have been there and been thru it and was out $60,00) he then unhappily told me that i could talk to there windows support staff ( hp smart Friend) but that that also would be $60,00. I refused then he started to go off on me about why did i call support if i did not want any help! I hung up

I called back 4 mins later and got an agent that was also a little rude and still could not understand
again had to explain my problem to them only to be told that it the issue was not repaired making the computer very unstable / usable and now the support agent said my problem pertained to the system board and that needed to be replaced

I explained my past problems that i had when i sent it to them and they assured me that it would not happen this time the box was sent out to me and i sent it off on the 30th Hp got it on the 4th being that it was shipped over labor day.

well on the 6th i got a call from the repair center and
was told by in a message that the tech looked over my laptop and he had found that found some liquid damage and that was a $698,00 repair/service charge for what they are claiming is damage from a liquid spill!?!?!? The funny thing is I only had it back for a week after I got it back from the last time i had to send it to them (for the sleep issue) as I said before I have already sent it to them and they fixed something that did not even need to be fixed and they DID NOT fix the problem I was having in the first place. ( the sleep issue
so as i speak its some were is NC on a self all tore apart and they are doing nothing with it the repair shop guy that called me told me that i could talk to a case manager or just have it sent back to me Unfixed.

I requested for a case manager to call me and was told on the 7th that the case manager would be calling me in the next 24hrs or next monday the 17th ( i asked the agent if they had the right information and not the 12th Today! they assured me that it was next monday

I have heard nothing and I have been unable to get a hold of anyone at Hp since I have reported A complain about Hp to the FTC ( Federal Trade Commission)

Charles Iverson
Warrenton, Oregon

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This report was posted on Ripoff Report on 09/10/2007 07:34 AM and is a permanent record located here: http://www.ripoffreport.com/r/Hewlett-Packard-Tech-Support/Palo-Alto-California-94304/Hewlett-Packard-Tech-Support-HP-Hewlett-Packard-ripoff-Dishonest-untruthful-LIES-Pa-273584. 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 Author of original report

still having problems..

AUTHOR: Charles iverson - (U.S.A.)

well i still to this day have not got a call from support, a case manager, or anyone at HP! its BEEN A MONTH!!!

so, Last Week I logged on to HP support web chat
I explained the problem to the support agent
and she told me that she would get a case manager to contact me right away!,, and that there was no record of my contact with Phone Support..

and that what I had gone thru was unacceptable!!!
well I still have not heard back from anyone and its been a week,,

the computer is now useless

I am out the price of the computer approx: $1,700

hp really dropped the ball on this!!!
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