Hewlett Packard - HP Computer Repair Catch 22 Palo Alto California

I bought an HP dv2000 laptop last December 06. In addition to buying the computer I bought the extended warranty. About a month ago the computer began to re boot itself and wouldn't turn off. After 2 technicians looked at it they told me it was a hardware problem. I called HP and of course was "routed" to a 3rd World country where I spent an hour going through hoops before they would agree to let me send me computer in for repair. HP does not have authorized stores/service people anymore.

Then I had to go through hoops to get the information and supplies to send the computer in. I was given a case manager who was actually in Washington State. She was a lovely lady and seemed helpful,. She told me my computer would be repaired and returned within 3 business days. And further promised to follow up with me. A week later (or 5 business days) I had not heard from this case manager and started to call the number in Washington State. I left countless messages and never received a return call (even though the message machine says you'll be called within hours). I then managed to get to HP Corporate Offices in Palo Alto, and again spoke to a lovely lady who told me she was sympathetic but she couldn't find my computer in the system. After about 30 minutes she finally managed to find it and told me she would personally call the case manager and I would hear back from the case manager. That was Tuesday of this past week and I've still never heard back from anyone.

My laptop was then returned without notice in advance, but returned. Though the technicians from India told me it had a new hard drive, new power source and a new video card, when the computer was returned it said they replaced the hard drive and of course, reinstalled the original software. So I spent last night deleting and installing software only to discover that the computer was still "rebooting" itself. In short it was not fixed.

I called technical support again (in India) and for the little English I could understand they told me I would be elevated to a case manager.I also wrote an email at the same time and received an email saying the highest level was getting a case manager.Now I've had a "case manager" from the start but I've never been able to contact them and they haven't contacted me (and yes I have the person's name). So I have a computer that's still broken but can't send it back, yet.

I use this computer for work and it's been gone for 2 weeks or more. There's no way to get anyone to do more than say they're sorry. This is a compuer that's 7 months old. I only use it for internet and documents. I know my situation isn't unique but clearly there's something wrong with this picture.

If you look at HP's Corporate Information the CEO makes 10million plus a year. Frankly going online and looking at Consumer Reports their service is rated better than most.

But for the moment how do I get my computer properly fixed or a new computer or my money back? I don't need to tell you the amount of time and frustration this has cost me, for which I won't be paid. And I'm a lawyer and have been for over 20 years so I know if I can't get through the system what do "real" people do?

Sindee
Los Angeles, California
U.S.A.