• Report: #548594

Complaint Review: Hewlett Packard

  • Submitted: Fri, January 01, 2010
  • Updated: Sun, January 10, 2010

  • Reported By: james — Flint Michigan USA
Hewlett Packard
3000 Hanover Street Palo Alto,, California United States of America

Hewlett Packard HP refused to return power cord after sending laptop to company for warranty service 2 years and 6 months Palo Alto,, California

*Consumer Comment: stubborn

*Author of original report: Still wainting on a reply by HP to the BBB-13 day into the complaint

*Consumer Comment: Interesting..

*Author of original report: Not a resolution

*Author of original report: Yes. Really

*Consumer Comment: Really?

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I purchased a HP Compaq laptop computer in 2007. I returned it for service. The power cord was not returned with the laptop. I was instructed to send it with the laptop for service.

I have been trying to have my power cord returned or another power cord sent in its place since 2007. I refused to purchase another power cord. I have numerous service tickets numbers in addition to the e-mails. As each time I called customer service I was given a new service ticket number for the same problem.

 These are excerpts from e-mails I received in 2007: Brenda Salmon Case Manager-August 27, 2007- MM217XXXXXXXXXXXXXXX Sr. Case Mgr Scott MXXXXXX-Nov.28, 2007- Please provide the information I requested regarding your case to the following fax # 519-253-5559.

 I faxed a copy of the receipt at that time. Dec.3, 2007 NatXXXXXXXX W. Your HP Service Ticket # 750XXXXXXXX- HP TCO Case Manager- Hello, I am a HP Quality Case Manager and your file has been brought to my attention for review. I would like to speak with you as soon as possible to discuss resolution. I was never able to speak to Nathan in numerous attempts. The case went from a Senior Case Manger to an ordinary Case Manager. This shows that HP was not attempting to resolve the issue. I purchased this laptop for college. Since I have not been able to have use of the laptop or even know if it has been repaired, HP has breached the service warranty that I have.


This report was posted on Ripoff Report on 01/01/2010 10:44 PM and is a permanent record located here: http://www.ripoffreport.com/r/Hewlett-Packard/Palo-Alto-California-94304-1185/Hewlett-Packard-HP-refused-to-return-power-cord-after-sending-laptop-to-company-for-warran-548594. 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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REBUTTALS & REPLIES:
3Author 3Consumer 0Employee/Owner
Updates & Rebuttals

#1 Consumer Comment

stubborn

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

this takes stubbornness to a new level.

I expect I would have bitched and carried on for a while and then bought a new one and got on with my life. I would probably have made a note to myself to not buy another HP laptop.

This would not have been the 'technically correct' thing to do but I would have had the use of my laptop and my life would be more serene. If you think you're 'getting even' with HP you're not.

I understand why you're doing this but it's just making your life harder, not theirs. 

 

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#2 Author of original report

Still wainting on a reply by HP to the BBB-13 day into the complaint

AUTHOR: james48505 - (USA)

I did not purchase a second power cord for the simple fact that I had one. I have not used the laptop since its return.

 I have not taken the battery out of the laptop. If a computer forensic specialist examined the computer they will find the hard drive unused for the past two and a half years. Each laptop or computer has a unique serial number that shows where a e-mail was sent. What are the chances the serial number on the HP laptop has been not showed up on any servers here I have my e-mail accounts? It only means the I have not used the laptop.

They will find the battery not unused in the same time period. Finally, what are the chances that I did not require service on the laptop in the same two and a half year period?

All Hewlett Packard did not counting numerous, I repeat numerous telephone calls I made from September 2007 to December 2007 was to give me another service number.

 No they did not ask me to return the laptop. They are flat out are a bogus company that does not stand behind it's service or product.

I purchased a used Dell laptop. This month. I have been using the campus computer lab and public library on a daily basis since I have not had the used of my HP laptop. 

This is why I finaly decided to submit a complaint with the Better Business Bureau of San Jose, California.

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#3 Consumer Comment

Interesting..

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

First it is very hard to believe that since you bought this for college that in the 2 years you have not gone out and just bought a replacement power supply.  Just on this statement it puts the rest of your report into question.  But we will say for conversations sake that you have not used it.

You explain how this has been going on for this long.  Yet you show two e-mails from the beginning.  So in addition to a college student never using the computer in the last two years.  We are to believe that there was never any other e-mails that perhaps gave a solution, even though it may not have been one you liked.

With all of this said.  IF they told you to return the power cord/supply also, and IF they didn't return it then yes you should not have to buy a new one. 

However, I am not saying that you are doing this, but there is an interesting possibility that could come from this.  First someone claims that they never got the power cord back, and claim that they did not buy a cord to replace it.  Where in reality they bought a cord, used the laptop for another 1-2 years.  Then at some point the computer stops working again.  They then go into "creative mode", in that they tell HP that they finally broke down and bought a new power cord.  The computer worked just long enough for them to turn it on and update the files, thus making it hard to claim that it had not been used for 2 years.  Then that person could turn around and say well since I didn't "use" my computer for the last two years it should still be covered under warranty.

And NO I do not now or ever have worked for HP.

 

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#4 Author of original report

Not a resolution

AUTHOR: james48505 - (USA)

Do you see anywhere in the e-mails that HP tried to resolve the issue? For example, sending it back?  Yes, you can tell if a laptop has been used for a period of time.  Don' t make simple minded guesses.

 What you didn't see or failed to read are the phone calls I made concerning the issue. Which I also wrote about in the complaint. Do you work for HP?

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#5 Author of original report

Yes. Really

AUTHOR: james48505 - (USA)

I did not mention that this started in September 2007 until December 2007 and it continues today. So, the answer is yes really.
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#6 Consumer Comment

Really?

AUTHOR: Susan - (USA)

Then send the laptop back.  I am sure HP suggested that.

If you send it back because of a missing power supply, be sure there is no evidence that it was used since they repaired it in 2007.

Course as a college student, my guess is you bought another power supply for $20.00 and have been using the laptop so not using it would be impossible to proove. 

 

 

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