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Report: #432260

Complaint Review: Hewlett Packard - Houston Texas

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  • Reported By: Grants Pass Oregon
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  • Hewlett Packard 7909 Northcourt Dock 58 Or 59 Houston, Texas U.S.A.

Hewlett Packard HP has the worst customer service! Houston Texas

*Author of original report: HP, too little too late.

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My wife's laptop (HP PAVILION NOTEBOOK PC DV2890NR) started to experience video problems. Artifacting on the screen and some tearing of images. Right before trying to make a backup of all the data the screen went black and the computer would not power on properly. On January 25th I contacted HP support to get a technician to come fix the issue which I assumed was a motherboard gone bad. The lady on the phone who barely spoke English let alone understand what I was saying had me try numerous troubleshooting techniques which included re-seating the hard drive and the ram. On the 27th of January HP shipped me a box so I could mail the laptop in for repair.

They received the laptop a couple days later on 02/03/2009 and had an expected return date of 02/11/2009. I waited two weeks and checked the status. Nothing had shipped. So I contacted HP and they said the parts were out of stock and that I should have been contacted by a Case Manager. No one ever tried to contact me, and I made that clear with support. They apologized and said I would be called within a two days with an update from a Case Manager. Another week went by, I called HP back and they still had no update, and they would not put a supervisor on the phone. They said the parts were not in and that the laptop would be returned as soon as it was fixed.

Now it's March 9th and still the laptop has not been shipped. I just spoke to HP and they said it's scheduled to be shipped on the 11th of March, however it's still being diagnosed and the parts have no come in. At this time my wife has been without a computer for about a month and a half, which I find unacceptable especially since she needs it for school work.

At this time I'm not sure what to do. The laptop likely won't ship on the date they promised as they have already missed their ship date once. At this time I'm very unhappy with this service and would either like the laptop repaired and sent back, or a new unit sent out to replace it.

Grants Pass, Oregon

This report was posted on Ripoff Report on 03/09/2009 10:27 AM and is a permanent record located here: 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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#1 Author of original report

HP, too little too late.

AUTHOR: Greg - (U.S.A.)

POSTED: Wednesday, March 11, 2009

Today on the 11th when my laptop was supposed to ship they changed the date to the 25th. I called and was escalated to a floor manager who pushed me through to a Case Manager. He was able to offer me a replacement laptop that was refurbished. The one we decided on had better specs, and he said he would try and get my drive shipped back to me off the old system so I could get my data off.

This is a nice gesture, however I feel it's a little late to keep me as a happy customer. The case manager also confirmed this is a known issue with the GPU coming unsoldered from the motherboard on the dv2000 series.

I opted for a DV4 series so hopefully there are no other issues like this. I'll make another post once this is completely resolved.

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