Report: #1275802

Complaint Review: HP Computers

  • Submitted: Tue, December 22, 2015
  • Updated: Tue, December 22, 2015
  • Reported By: KBlake — Port Wentworth Georgia USA
  • HP Computers


HP Computers HP computers, customer service, tech support Quality of product and people Nationwide

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 I have purchased a HP notebook about two months ago. I have had issues with HP laptops before but I needed a computer for school. Without any warning, my laptop overheated. The temperature shorted or severed the Ac port/laptop connection. I could plug in the laptop but the battery wouldn't charge. The unit is still under warranty. I contacted HP support around December 15th or so. The tech rep saw that my laptop was still fairly new and under warranty. He took my information and set up a "repair pick up"- I would have to send the unit for repairs. The rep explained the process to me. I will receive a box and paperwork so that I could send it back. At no time during that conversation was I told that I would be responsible for shipping costs. I took notes during that conversation. The rep specifically said that it was free to me. When I got the return box, I got a separator label and tape on but no shipping label. On the the instruction page it states that I am responsible for shipping? I figured that maybe another arrangement was made for me, due to the fact that my laptop is fairly new. The instructions stated that the label is to be picked up at the shipping office (Fed ex). I thought that maybe the shipping label was sent there. When I get to Fed ex, the lady behind the counter looked at the instruction sheet, points to the shipping statement and reads it back to me as if I am stupid. I have never been so humiliated. I contacted HP twice that day. I told both representatives that I felt like I was lied to. They both gave me the most insincere apology, their tones implied that they thought I was lying. The story about the shipping changed. The first representative said that laptops come back to the company at the owner's expense. Which makes no sense. You are going to force a customer, who is under warranty, to pay to have a defective unit sent back for repairs? The second representative told me in order to get a new box with a shipping label, I would need to pay them fifteen dollars. I still can't believe that HP is willing to lose a customer over fifteen dollars. The problem that I had with HP computers have been with product quality. Now I see that it is not just the product that lacks quality, it is also the people and procedures that lack quality in addition to lacking character.

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