Case number 7340858239
Numbers I called
1-877-917-4380 x94 Rodney Lynn
1-800-756-0608 option 7 for Dan and Yunsil.
1-650- 857-1501 Tim Metcalf
10/20/06 - Bought HP Pavilion computer from staples.
10/28/06 - Start button did not work incident 8261215
6/25/07 - Computer would not turn off or on called HP and they sent box to send in for repair telling me it would only take 7-10 days.
First week of July got a phone call computer would be here the following week.
Second week of July got a phone call computer would be here the following week.
Third week same thing, I explained I needed this computer back my daughter was taking it to Italy and I had to transfer files.
This happened until time was running out and I called and contacted HP, Corp. HQ and CEO via email.
No calls no response.
8/5/07 - Emailed CEO of HP and called left message for Rodney Lynn.
Called Corp. HQ woman I spoke to said she pulled up the account stating Rodney Lynn the case manager has been trying to get a hold of me. No one has called me or emailed me. She said he tried contacting me twice. Again I told her I received no call or email. She said he wrote me a letter. I never received. I told her I need to speak to someone who could help me. She would no way do anything but refer me to the case manager. I told her I was supposed to be called the last 2 weeks and heard nothing. I explained I could not wait any longer. She said she would send him an email. She gave me his number. I called. The first time I left a message since no one picks up. I recalled and his voice mail was full and won't take a message.
8/5/07 - I called and was told the part was on backorder until 8/28/07. I asked for the case manager who was unavailable. Left message no call back no email.
8/6/07 - Called your case manager 4 times. No one called back with any information. I was told they were trying to reach me. I left 2 messages asking for him to please call me back and nothing. I have asked repeatedly what was wrong with the computer. No one could tell me I was told only the case manager knew.
8/8/07 - Out of the blue I got my computer back. But I did not receive the power cord and there is a big cut in the top. Called the support line and told them, I was told a case manager would call me back I told him no I would wait. He finally got Rodney Lynn on the phone. He said he would send out a cord and apologized for the scratch but offered no solution. Plus I was not going to send it back again. That night I tried to start getting my files off the computer and noticed programs were freezing so I tried to run HP diagnostics it did not respond. The computer kept freezing.When I tried to put on a screensaver I went into Appearances and Themes and I could not change anything. It did not work.
The power button, one of the original problems, grinds. How I know this, when I tried to turn the computer off, it would not respond. I had to hold the power button for it to turn off and it mades a grinding noise, like the mechanism is not working. Many items would not respond and I had to use the task manager.
8/9/07 Called HQ and spoke to Yunsel who said she was taking it her manager right away. That was about 11AM Eastern time. By 4PM no call back. I called her back and she said to give it time.
Spoke then to Rodney Lynn after 4 messages I left. Rodney Lynn told me it was my problem not his that I had a timeline when I needed the computer back not his. I could send it in and that could take up to 14 business days. I asked if he would fix it then and he could send it to Rome to my daughter he refused. It was his way I send it in and wait or I was not getting any service. He had no answers as to why the computer was damaged and not working and did not seem to care. He delighted in letting me know when I emailed the CEO it went to him. He told me he was the highest person in the company for me to talk to. I asked repeatedly for someone else. He said no he was the ONE. Then he hung up on me.
Called back HQ and spoke to Dan who was very arrogant and refused to help, I asked for another manager he told me no. He was not giving me anyone else to talk to. He was not doing anything to help me. I asked for a new case manager, he said he could but that could take up to 48 hours. Then he hung up on me.
Both Rodney Lynn and Dan enjoyed the fact in telling me when you email the CEO, Mark Hurd. The email goes to them and not him. That is horrible that you state email the CEO and it does not go to him.
Called the HQ and given the name of Tim Metcalf and left him a message.
I explained many times I needed this ready for my daughter by Aug. 23rd. No one cares.
My computer was there for over six weeks, came back not repaired, damaged and it is my fault? Being on hold for 30 minutes too many times to remember. No return phone calls or emails. Arrogant employees.
8/10/07 Received only part of the power cord!
8/10/07 No call from Tim Metcalf.
8/10/07 Received call from Jeff Utigard apologizing for the way I was treated he stated he was ashamed and someone would contact me and guaranteed me this would be rectified in time that he was on my side. Ellen Roberts called they did not have the system I should go out and buy one and I would be reimbursed for the broken computer. The next day I faxed the receipts to her she said she never received them although I have the fax receipt. I refaxed. She called and said it would take 2 weeks to get my check.
8/24/07 Received box from HP no return labels. 8/25/07. Emailed Ellen Roberts no return labels were included. No response.
Spoke to Ellen Roberts then she stated 3 weeks for the check.
9/12/07 Since 8/10/07 sent numerous emails to Jeff Utigard, Tim Metcalf and Ellen Roberts with no responses. Today I called, Ellen Roberts said she resent the labels for the computer and would not discuss the other issue. Hung up on me. Now states 4 weeks for the check. Called Tim Metcalf explained the situation. Said it had to go to a case manager. He called back said labels were on the way and also that he was tracking the check.
They are not even addressing the issue of the 2nd worthless computer I have and I refuse to deal with their support.
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