I bought my HP laptop from their Hampton Road location in December 2007, and I went underway for six months. (one of the perks to see the world for free since I serve in US Navy) During that underway our ship went through a storm and a lot of personals on board end up breaking their personal belongings, electronics etc. including me, my laptop screen got cracked and I didnt used my laptop for four months.
When I returned to US, I went to their store, hoping that they would replace my screen for free, since one of their representative sold us their top of the line insurance which appearantly covers everything, even if "I throw the laptop in the water, and they would replace it with the new one" ....when me and my wife got to their store, I couldn't believe not only that rep refused to admit that he ever made any promise about the insurance, he doesn't remember ever saying anything like so extreme. I chose not to argue and asked them if they could replace the broken screen, they agreed and was given two week time period to come back to get the laptop. I was told to come back in two weeks to get the laptop back....I went back in 20 days to get my laptop back, only to find out that it never have left the store, not only that, they never cared to call me to notify me that. Reason? I have to pay for new screen and thats why they never submitted the computer for repair. And no, my insurance and warrenty doesn't cover the broken screen, even when it was not my fault. When I argued over the fact that they should've contacted me, and I shouldn't pay for the extra repair since I paid 500 dollars for extra insurance...I was told my manager, to get the letter from my ship stating that computer screen was damaged due to the weather conditions....when I provided that letter the same day, I was told to come back in two weeks...when I went back in two weeks, asst. manager of the store was really rude and told me that they have more than just my computer to fix and gave me her business card and told me to call three days later before coming.
I was very shocked, not only that I am not using my computer for more than a month now after delievering for repair, I am paying monthly installments on it as well. Anyways, when I called back the store, to enquire about my laptop, I found out that my laptop is "accidently" is deleivered to the Virginia Beach store, and I have to either go there to pick it up or give them couple of more days before someone either deliever it to their Hampton Blvd store or someone from their store goes their to pick it up. I decided to go to the Virginia Beach store to pick it up, but when I got there, I found out, their is no electric cord with my laptop, and they have no idea what had happened to it.
I am so upset with them and their services I decided to return their merchandice "laptop and i-pod", and I am told over the phone by this lady named Beverly, that their merchandice needed to be in new condition or atleast in the condition where they can sell it again, so since I have engraved my name on the i-pod, I told her that I am willing to return the laptop and it is in brand new condition since I really didnt used it much due to the screen condition....she told me that I cannot return one item, it should be either both or none....and if I cannot make any payment even I decided not to keep their merchandice, they will go to the court and will garnish my wages....
They are extreemly improfessional, and childish.....I feel that I am stuck with them....I want to return the laptop, but can't.