Hewlett Packard HP Sold Defective Notebook, Horrible Customer Support Palo Alto California

March 2008: Purchase dv9700 custom build notebook.
July 2008: Notebook dead while on business trip. Call tech support, get run-around. They tell me to boot notebook from recovery disk, but I tell them over and over that notebook will not POST, will not come up at all. After a week of going back and forth with them, they agree to send me pre-paid return box and label for warranty service.

End of July 2008: Receive repaired notebook from HP. They replaced motherboard and hard drive. Notebook seems to be working okay.

December 13 2008: Open notebook lid, press power button, LEDs light up, notebook appears to boot, but display is blank. Called HP customer support and explain issue. They state they will ship pre-paid return box for second warranty service. FINALLY receive box on December 22, 2008. Ship notebook to HP warranty service (1-day delivery) on December 24, 2008.

January 7 2009: Receive notebook from HP. Boots and seems to work okay.

January 8 2009: Mike at HP customer case management calls and asks how notebook is doing. I said it seems to be working now and I am looking forward to this notebook FINALLY being dependable. Mike says he is closing case.

January 8 2009: 15 minutes after hanging up phone with Mike, I open notebook to boot and use. Notebook appears to boot, but display is blank, AGAIN! Notebook is failing in exact same way as on December 13 2008.

January 8 2009 3:50PM: Immediately call HP case management number (877-917-4380 ext 08). After 5 minutes on hold, Steve answers. I provide case number and request it be re-opened, explain issue has re-appeared, and ask for action. Steve says he will give Mike (the case "owner") my message and Mike will call me back very soon.

January 9 2009 3:58PM: Mike did not return call, so again called HP case management. On hold until 4:03PM, when Jodi answers. I give Jodi case number and she reviews case history. I tell her I have not received a call back from Mike. Jodi says she is emailing Mike (she said Mike was in a conference all at the current time) to have him call me. We complete conversation.

January 9 2009 7:19PM: Mike did not return call, so again called HP case management. On hold until 7:26PM, when Elric answers. Again, I state case number and brief history. Elric says that Mike works during the day and has gone home for the day. I plead with Elric for HP to take some kind of action, as this notebook is useless with the flakey display and I have lost use of it since early December. Elric says that Mike "owns" that case and he can do NOTHING for me except email Mike and try to compel him to return my call. But Mike won't be back to work until Monday, so I have to wait...

This notebook has been unstable since day one. I have asked for a replacement for this LEMON they sold me, but HP refuses. This was considerable investment and HP is now giving me a run-around, not returning calls, and not providing service or any resolution to ongoing problem. HP is attempting to ignore the LEMON notebook they sold me, and is still under warranty.

Burton
San Antonio, Texas
U.S.A.