Hewlett-Packard Is Screwing Me Around Again...  |
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|  I recently started a discussion asking for advice on which new computer to get to replace my husband's HP DV6000 series laptop. The day after I started the discussion, I sent the computer in to be repaired by HP's "qualified technicians."
Today I looked at the customer service order status online, and I saw that they've updated it. Now they're claiming to be "trying to get in touch" with me regarding the repair of the computer. On top of that, they've changed the computer's status from "in warranty" to "out of warranty," and the CSO status page says we now owe them $435.22 for repairs to the computer. What repairs, I can't get out of them--it says "1 Major With Minors," whatever that means.
I called their support number to find out what's going on and what the repairs were for. The first person I talked to barely spoke English and couldn't help me out at all. She transferred me to another person in another department, who sent an email to the support department asking them to waive the repair charges because the symptoms are identical to those in laptops with failing motherboards, but still couldn't tell me exactly what was wrong with the computer.
I finally gave up on it and requested that a case manager call me about the computer. They promised I'd hear from one in under 48 hours... I guess I should be expecting a call sometime next week, based on what happened the last time I sent a computer to HP for repairs.
Would it be unreasonable of me to make them ship it back to me without performing repairs on it if they try to tell me it's not the motherboard?
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1.  Asylum (3592)
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4 years ago
| |  If an item has been returned to the manufacturer in order to be repaired under warranty, then it is totally unacceptable for them to perform chargeable repairs without first obtaining permission.
Too often companies perform repairs then explain why the warranty does not cover the work, and I should imagine that many people simply pay up and walk away.
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 AedonLeone (469)
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4 years ago
| | I can't afford to pay up and walk away at this point. HP has updated my service order to show that I don't owe anything for the repairs, and they've also changed the status back to in warranty. It says it's being taken care of under the service enhancement program, whatever that is. I still haven't talked to a case manager about it. Some progress is better than nothing, right? | | | |
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2.  morethanamolehill (860)
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4 years ago
| |  How old was this laptop? I bought a laptop about two years ago and I didn't even consider HP as an option because I have heard so much about how unreliable they are. I will go on AC and read your article about Defective motherboards. I bought a Toshiba and Have not had any problems with it so far in two years. (Knock wood)I am sorry about your frustration, it seems that customer service is wheezing, if not already dead. You can tell them you will never buy their products again but they just seem to think that many more will so they don't care.
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| AedonLeone (469)
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4 years ago
| | The laptop in question is just barely over a year old, and has been used only while traveling. I finally did get in touch with a case manager from Hewlett-Packard yesterday. It seems that the technicians found a problem with the hard drive and decided to replace it without contacting me about it. The case manager dealt with that yesterday, and removed the charges. He also arranged to send me a new battery for the computer as compensation for my troubles.
My estimated return date was March 3rd; they finally got around to calling me to tell me that there will be a delay this morning, and bumped the delivery date back to March 19th. Yet I received an email today saying that it was shipped back to me this morning, and should arrive tomorrow. There is a horrible lack of communication at Hewlett-Packard, as you can tell.
I haven't bothered telling them that I won't buy their products again; there's no point. I'm going to be selling this laptop on eBay and building my own customized system instead. That way, if something breaks, I know who's to blame and what it's going to cost me to fix it! | | | |
| morethanamolehill (860)
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4 years ago
| | I read your article on AC. It was well researched (Or maybe just experienced.)I hope you will write another about how you build your next computer. Good on you. Cheers | | | |
| AedonLeone (469)
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4 years ago
| | Thanks again for that suggestion. I was planning to write another article about building a computer from scratch. I found one that described the basics, but the writer had a few things mixed up, and didn't really have specific information. I hate to say it, but I didn't do a lick of research for the one article I've got on AC. That was all experience talking. Maybe I should do another one about my shock over having the issue resolved this soon... ;-) | | | |
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