Complaint Review: Hewlett Packard Canada - Concord Ontario
- Hewlett Packard Canada hp.ca/status Concord, Ontario Canada
- Category: Computer Service & Repair
Hewlett Packard Canada 2 years, no results, now no laptop, disappeared into HP land. Concord Ontario
I am reading very similar stories on this site to exactly what I am going through right now. I thought I was the only one. Stupid me. Let me tell you my story.
2 years ago this month, I bought the most expensive laptop(notebook) HP Canada sold. I bought it directly from them and had it shipped to me. Within a week, I noticed the CD/DVD drive was not working. I immediately called HP Canada and after spending 60 minutes on the phone, was told to send it in to them. They sent me a box by Purolater and I returned my notebook. I had it back within a week and the CD/DVD drive worked. I was happy.
Upon receiving it back from HP, we noticed that whenever it was plugged in, the light saying it was charging would flash a few times and then go out. After using it at a conference one day, I plugged it in that evening and the charge light would not come on. The next day it was dead and would not start up. I contacted HP and was told it needed to be sent back. Before sending it back, they wanted to try something so they sent me a new charger/adapter in the mail. While I waited for this to show up, I had no notebook. I rented one to use for a week.
After a few weeks of trying to make it charge by plugging it in and unplugging it, I got frustrated. I called to complain and was told it would have to be passed up to a Case Manager. I gave all my info, 3 phone numbers(home, work and cell, each having call display and an answering service). I never received a call. I continued calling whenever I had time and finally got a Case Manager. She arranged to have it sent back again, second time in 6 months and they replaced the battery. When I got it back, it worked for almost a week then started the flashing light battery again.
I spent the summer and fall trying to get an answer from HP. Last March, with the warranty running out, I received a sales call from HP Canada asking if I wanted to pay, get this, $700.00 to extend my warranty. I told the person my woes and how dissatisfied I was with HP. They said they would definitely have some one call me back within 5 business days. I never received a call. I had bought another notebook(different brand) by this time but still wanted satisfaction from HP. I continued to call right up until 4 months ago. My last attempt at rectifying this situation before I called a lawyer, I thought I had finally gotten somewhere.
With this call to HP, I got a great Case Manager named Anneka. She listened, she apologised profusely and got the ball rolling. After going back over almost 2 years of records, she called me at work and suggested I send it back one more time. If it was going to be to much to repair or a definite problem wasn't found, they would replace it with a new one.
I have left a lot out to keep this somewhat short but let me give you the current status.
Anneka quit 2 weeks ago. Service or her bosses would not call her back on files anymore. This is a great loss for HP.
They have had my notebook in their possession for 7 weeks now.
I have received 5 different stories about what the actual status of my notebook is.
Even though I have the name of the person that signed receiving my notebook at HP Canada on Feb 2/2008, for 3 weeks they insisted that they had not received it yet.
In one day, I was told by 3 different people, 3 different things. One said it was finished, being packaged up and I would have it back within 3 days. An hour later, I was told it was just located and it would be repaired within 10 business days. After calling the Case Manager line, I was told it needed parts(they couldn't tell me which parts it needed) and they would update me as soon as they knew. I called 2 days ago and they still didn't know what part it needed but the assured me there was a parts shortage and they wouldn't even receive the phantom part until March 6th/ 2008 and it "should" be returned within 7 to 10 business days from that date.
This months caps 2 years of hassles with a $2700.00 notebook. I also gave my other laptop to my daughter in University so, I have been renting one for the past 2 months while HP decides when they are going to tell me the truth!
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This report was posted on Ripoff Report on 03/02/2008 04:03 PM and is a permanent record located here: https://www.ripoffreport.com/reports/hewlett-packard-canada/concord-ontario/hewlett-packard-canada-2-years-no-results-now-no-laptop-disappeared-into-hp-land-conco-314053. 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. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content
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