• Report: #926456

Complaint Review: Hewlett Packard

  • Submitted: Mon, August 13, 2012
  • Updated: Mon, August 13, 2012

  • Reported By: John8005 — Brandon South Dakota United States of America
Hewlett Packard
3000 Hanover Street Palt Alto, Arkansas United States of America

Hewlett Packard HP Poor customer service, feel like they sold me a machine under false pretenses Palt Alto, Arkansas

*Consumer Comment: I don't know you, so

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Two months ago I purchased a pavilion dv6 Quad edition laptop with an i7 3610qm processor from HP. I asked a home and office "professional" if the model had turbo boost 2.0, and was told YES, in two different ways. I then go on to happily customize my machine (with the same processor I confirmed in the chat) and make a purchase on the HP home and office store, and happliy use my machine for 60 days.

Now after my 21 day return window is up I start to have serious doubts on the specs of my machine. So I call up tech support and talk with someone who barely speaks english for an hour and a half. Every ten minutes he reminded me how turbo boost worked, which I already know, and kept assuring me without a doubt that my model has turbo boost, and that there is no way I can check but will just have to have faith.

So I go on for another day and decide to email the division that deals with product specs with my concern, and lone behold twenty minutes later I get an email saying that my model did not have turbo boost. I emailed back asking about return/refund options since I felt that I bought the machine under false pretenses/false information, and was instantly upgraded to case manager status and was told to wait 2-3 days for a call.

Two days later I recieve a call and tell the manager all the information I have just listed, providing chat ID's and the whole nine yards. His first suggestion is that I should have bought the machine from the HP home and office store.....which I did. When I told him this he acted all suprised and loaded up my order (again?). He then said that since I customized the machine it was completely my fault. I then asked him where could I buy the model without customizing it, since the dv6 quad is only available in a customized form.

He then told me "hmmm" and then went back to telling me that tubo boost was not specifically listed on the option. I then told him (again) that the support "professional" assured me it was, and that all the options did not specifically list turbo boost, so the information I recieved from the "professional" was wrong on all accounts.  He is quiet for a minute, then tells me that my 21 day return window is up and that the most he can do is offer me a 25 dollar gift card....WHAT???? Seriously? All I wanted to to return this machine to buy another machine from HP just with the feature I was assured this machine had.

So now I feel pretty ripped off. I was lied to at least twice by the two lower "professionals" and then told there is nothing I can do. Beware if you buy hp products, go dell or any place else, these guys just want your money. I realize this was at least a little bit my fault, but I guess thats what you get when you trust hp support "professionals." If you are currently looking at this model don't buy it, go find the hidden dv6 7014nr under "ready to ship." It has the exact same stats as this machine (except with turbo boost) for about 500 dollars less. Or even better yet avoid hp all together.


This report was posted on Ripoff Report on 08/13/2012 09:35 AM and is a permanent record located here: http://www.ripoffreport.com/r/Hewlett-Packard/Palt-Alto-Arkansas-/Hewlett-Packard-HP-Poor-customer-service-feel-like-they-sold-me-a-machine-under-false-pre-926456. 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 Consumer Comment

I don't know you, so

AUTHOR: anonymous - (United States of America)

I'll just say you're having an ID10T error.

If you google "i7-3610QM", the first link that comes up is Intel's spec page on that processor.  In the spec list, next to "Intel Turbo Boost Technology", you'll see the designator "2.0".

So, Yes, your laptop has Turbo Boost 2.0.  HP Is offering you a $25 gift card, a well as you getting exactly what you ordered.  You should take it.

As an aside, your laptop's IGP (Graphics) is Intel HD 4000.  What do you think of the performance?  I am thinking of changing my 6-core 3.2 gig AMD setup to a Core i7 with HD 4000. 
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