Complaint Review: Hewlett Packard Company - Palo Alto California
- Hewlett Packard Company 3000 Hanover St. Palo Alto, California United States of America
- Phone: 6508571501
- Web: www.hp.com
- Category: Computer Manufaturers
Hewlett Packard Company HP Lemon Laptop DM4-1253cl they cant fix and do not offer replacement Palo Alto, California
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I purchased a HP DM4-1253cl from Costco (with 2 year warranty) in February 2011, around May 2011, the laptop without warning, stopped charging the battery and would only worked while plugged into the AC adapter. I contacted HP, they sent me a replacement battery and all was well. A few months later in October 2011, the same issue came up. The battery would no longer hold a charge, I contacted customer care for a 2nd time and they "escalated" my case to their case manager Alex M. He had me send the computer in to their repair center in Texas. It took about 2 weeks to get it back, immediately after getting it back it would still not hold a charge, after they claimed that the problem was the charger. After a few days later it miraculously started working again.
Now it is late February 2012, and for a 3rd time, the EXACT same issue has happened again. Luckily I had a 2 year warranty on this laptop (through Costco), my case has again been escalated to a case manager, this time his name is "John", I asked for his supervisor and he said he is the highest level of support. I have sent my laptop in for a 2nd time, It has been a week. I have contacted HP Corporate offices and they gave me a call back stating that the case manager is the only person that can solve my issue. I got a second opinion from a case manager and he told me that in order to receive actual results and a replacement I must have sent in the computer for multiple repairs. This computer is obviously a lemon, it was discontinued shortly after I bought it and was redesigned. I have seen complaints about it all over the Internet. I feel that I am getting a run around from HP as they want my warranty to expire, so it will no longer be their problem.
I do not know what to do anymore, their corporate office pretty much told me there is nothing I can do but deal with the case managers. I work in the IT Business and own a small business, I rely solely on my laptop. I need answers and I know they will not fix my laptop, all they ever do is replace the battery or charger, when the problem is obviously something else.
I have proof of all the case numbers and communication I have received from HP
Please help me, thanks in advanced,
Orlando
This report was posted on Ripoff Report on 03/08/2012 05:29 PM and is a permanent record located here: https://www.ripoffreport.com/reports/hewlett-packard-company/palo-alto-california-94304/hewlett-packard-company-hp-lemon-laptop-dm4-1253cl-they-cant-fix-and-do-not-offer-replacem-850874. 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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