Report: #386856

Complaint Review: Hewlett-Packard

  • Submitted: Fri, October 31, 2008
  • Updated: Thu, December 04, 2008
  • Reported By: North York Ontario
  • Hewlett-Packard
    5150 Spectrum Way
    Mississauga, Ontario

Hewlett Packard Canada HP took my dv 6000 with known mother board issue for repair and called me back 10 days after i sent it in telling me they recieved my unit with a broken/cracked LCD screen Mississauga Ontario

*Author of original report: Small claims action and response to Employee claim

*UPDATE Employee: Actual Timeframe

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My Dv 6000 was bought in Toronto and worked fine for a year. Strangely, soon after 14 months the wireless card wouldn't function. This was due to a manufacturing defect on HP's part and was covered under their warranty, soon enough my motherboard itself became faulty and my notebook would not boot.

HP had me send my unit in to them via UPS. At the time It never once struck me that HP would break and damage my unit in such a way and then have the audacity to blame me for it , hence I sent my unit in to them without taking pictures -BIG MISTAKE!!!

The unit reached there on the October 16th 2008 and I did not have any contact with HP until October 27th (the day my unit was supposed to be sent back to me completely fixed). I get a call on that day from an order manager 10 LONG DAYS LATER stating that my LCD screen was broken and that it was opened from the box and found in this condition. First of all , why did they take 10 days to report this issue to me ; they replied by telling me that HP was undergoing some sort of "online system upgrade." It takes a company as big as HP 10 days to update their systems, 10 days????!!! I thought that perhaps the unit must have been damaged by UPS (the 3rd party shipping company) but HP insisted that the box in which the unit arrived in was completely fine. I spoke to another manager ,Russell, and asked him why I was told so late , his answer has that there was back log on repairing units caused by Hurricane IKE and because of this my unit was only opened later. So that would mean it was stored and moved around and what not at the HP facility, its very convenient for them to push this LCD crack on the customer.

Anyways, after lots of talking and time wasting I have decided that I will be reporting HP to the BBB and also filing a report with the small claims court.

Here is the letter I sent to their corporate office.

Dear Sir/ Madam,

Your order manager Robin has given me the ultimatum of sending me back the completely defaced unit. I find it very convenient that I received a call from Jay at the HP corporate office immediately after telling Robin that my plan of action is to report HP to the Better Business Bureau.

I would like to reiterate how pictures of my damaged unit were only sent to me after I requested them, none of which are dated. It took 11 days to get back to me about this issue; yes, I know HP will insist about their so called "service outage." I find it hard to believe that it takes a company as big as HP almost two weeks to update their online system; the least I would expect was an e-mail informing me that such an outage was talking place so as to prepare me. No such thing was done and this leaves me frustrated beyond belief. Along the course of this case I have filed complaint reports with and soon with the York University local magazine, The Excalibur.

I am not going to be a victim of your hideous customer service and technical in- capabilities. As of now I am in the process of contacting the BBB and soon will be in touch with the small claims court.

I have spent far too much time on this dilemma cause by HP and will now not call Robin or any other manager for that matter. If HP has anything viable to say they can call me at 647-889-2870.

Listed below is a brief timeline of events as they happened during this traumatic period. I have been pushed to my limit and I am sorry to say my
patience has completely run out, as soon as I gather what I need for my case against HP you will be hearing from me.

*Brief Timeline of Events of case H 87795-01*

1. October 15th 2008 UPS delivery takes my package at 7PM
2 October 16th 2008- Package is received at HP
Last contact with HP until October 27th (due to apparent uninformed system
It also should be noted that I was supposed to receive the unit repaired on
this same date.

3. Between October 27th and October 31st
Order manager Robin informs me of only broken LCD and offers to fix it for an
amount of money. She tells me I was only informed of this at such a belated
timing because of an online system update
The same day, I speak to another manager, Russell who gives me contradicting
information that the delay in informing me of this problem was due to a back
log of repairing caused by Hurricane Ike.

Robin sends me pictures of what appears to be a cracked LCD screen and bent a hard disk drive. It must be noted that the broken hard disk drive was never
mentioned to me when I spoke to her on the 27th. It is only later during another phone call(30th October) where Robin conveniently mentions this damage

Robin tells me that this appears to be customer damage and that she is shipping me back the unit in this condition

I inform Robin that I will be taking this case to the BBB and eventually to the small claims court and promptly, 15 minutes after this, I receive a call
from Jay, representative from the corporate office.

North York, Ontario

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Updates & Rebuttals


#1 Author of original report

Small claims action and response to Employee claim

AUTHOR: Sid - (Canada)

I have been busy the last few weeks and have only come across this response to my complaint now.

First of all, I would like to re-iterate that I will be carrying forth my action against HP who have repeatedly tried to SCAM me. This action will be carried out this week itself as I have gathered the information I need and will state my claim with the Small Claims Court.

Secondly you indicate that systems were up and running on the 23rd of October. I was contacted on the 27th; Still, 4 whole days after your "system outage." and apparent recovery. Also, I have never received official confirmation of your this outage, not even an official customer notification e-mail before hand.

I have nothing more to say so please stop trying to justify HP's lack lustre customer service.
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#2 UPDATE Employee

Actual Timeframe

AUTHOR: Quantum Tarantino - (Canada)

Unit received by HP from UPS 16/10/2008 9:49

Unit evaluated as damaged 17/10/2008 12:43

This information is readily available for any HP rep to confirm for this customer.

There was no "time to fabricate" anything, it was logged as received one day, and evaluated as damaged the very next.

The weekend of the 18th, the database used to track repairs was updated, and the updates caused a 4 day period where no orders could be access, full access restored on the 23rd
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