HP forum


1.5yrs.. still no working laptop? Ridiculous.

by Sammipanda / April 13, 2013 2:49 AM PDT

On Dec. 26, 2010 I bought an HP dv7 computer from Best Buy. It was about $1000... and it was the first laptop I ever bought. In
October 2011, while I was visiting my boyfriend, who lived in the
Netherlands.. I called HP NL because I was having numerous ongoing
issues with my laptop. There was a weird vibrating noise.. the computer
screen kept turning colors.. the mouse was not working properly.. among
other things. HP NL took down my details and called me back several
days later saying that they could help me and that they would send me a
box. On Nov. 1, I sent in my laptop. I was told it would take 10
business days to fix. After 10 business days I called the support
team because I had not heard anything about my computer. They said that
the repair was delayed because they had to get me a new WLAN card from
somewhere in Asia... this was confusing to me because there was nothing
wrong with that part of the computer. Nevertheless.. I let this go on. I
was in constant contact with HP at this point, making sure that they
were getting done whatever needed to be done. However.. 10 days
turned into literally over 4 months. At the 4 month mark, I had to go
back to the USA so I demanded that they send my computer back.. which
they did.. untouched by the technical department. It seems that the IT
department started forging records and for 4 months never actually did
anything with my computer. I went back to the USA with a still broken laptop.When
I went back to the USA, I immediately contacted HP and tried to explain
the situation to them. However because the computer had never gone into
repare in the US.. we had to start the ticket from scratch. Again, I
sent in my laptop.. and several days later it was again returned,
unfixed. I went through the same process again that month.. only to end
up with the same result. After talking to a nice woman.. I was sent a
replacement computer.Within a few weeks of
recieving my new laptop.. which was the upgraded version of the dv7.. I
started to have the same issues that I had had with my previous model.
This time they told me that they would send me out a repair guy in a
couple weeks... which they did. This guy was highly inappropriate.. he
barely paid any attention to the computer and was instead interested in
taking me out on a date. This guy, who had my cell phone number
(provided by HP) often texted me asking me to go to his clubs. He later
showed up at my house at 2am, drunk. This guy did submit a document
saying that my laptop was indeed experiencing problems.. and a few weeks
later it was sent in for repair. I am unsure if
HP was unable to fix this problem or if there was a parts shortage or a
delay.. but soon I was given yet another replacement computer. This
computer worked very well.. and I was very happy with it... until one
day it shut itself off and gave me the blinking code for a memory
failure. Considering that the laptop was only a few weeks old (AGAIN)..
I called HP and demanded that they fix this immediately because I was
again going to the Netherlands for an extended period of time.. and they
still had not been able to give me a working computer. Unlike previous
phone calls, the woman I recieved on the line, Susan.. was extremely
understandable and helpful.. and when there was a parts shortage, she
overnighted me a computer on the day of my departure.The
computer she gave me is the one that I am currently using.. which is an
HP envy 17. It is a glorious computer.. but again it's been having
issues. When I came back again to the USA, I immediately put it into
customer service. I complained of overhearting and a weird robotic sound
in the speakers. I told the woman point blank.. that this is the 3rd
replacement I've had and the um-teenth time I've had my computer in
repair in the last 2 years. I explained how disappointed and irritated I
was never really able to get a working product from them. The woman was
quite rude..but did promise that she would have my computer back to me
before I had to leave the country again. In the
end, the woman fell through on her promise.. and when she was called out
on it all she could say was "Gee, sorry.. but it's not my problem." I
explained to her that I was planning on moving to the Netherlands
permanently so it was very important that I had my computer back and
fixed. She did not seem to share the same passion for getting my machine
back to me before I left. In the end.. after countless unhelpful and
rude phone calls and e-mails... she did agree to reimburse me for $125
in the form of an HP gift card to the US online store. That would have
been great.. but I wasn't even able to access the gift card until I got
my computer back (beginning of March 2013.. the gift card was sent in
Jan 2013) and it had expired about 2 weeks after she had given me the
code.My mother ended up to pay 80 dollars in shipping fees and I had to pay 126 (170 dollars) euros to get it out of customs.Now
here I am.. April 2013.. one month after I recieved my laptop back from
the USA... and of course, the laptop is still not fixed. I
called HP Netherlands to see if they could offer me some kind of help..
and to my surprise they were extremely kind and helpful. The case
manager actually took over control of my computer and verified all the
issues I was having as well as found MORE issues that I never even knew I
had. He told me he could probably fix it, but could not promise that it
would come back working because they had to rewrite the US chip into an
EU one so to install an EU OS. Considering that in the past they had
held my computer for 4 months and they said that they didn't have all of
the items needed to fix it in house at the moment, I decided to call HP
USA to see what they could do.I was put on the
line with another Susan.. who was literally the most foul woman I have
ever spoken to on a customer support line. I explained to her everything
that had happend once again.. and she told me that my only option was
to send my laptop back to the USA, and pay my own postage each way. I
told her that was not a good option considering that their track record
was ridiculous. They had never properly fixed my computer in the past..
so why would I pay hundreds of dollars to have them try again?They
refused to call HP NL to try and work through this case together. Even
though HP NL was happy to talk to them and see what they could do.. HP
USA simply said that their call would not make any difference. They
refuse to give me any type of refund because I signed away my refund
rights when I accepted a replacement computer. They also told me that I
lost any rights to having a working computer the moment I stepped foot
outside the USA. The woman I was on the phone with
continuously pretended to hang up on me so I would hang up. She gave me a
"3 strikes and you're out" game because I said I would never in "HELL"
buy an HP again (mind you, we were on the phone for 1.5 hours and I had
not even muttered a curse word at this point). To make it worse she just
kept talking to me as if I were a 3 yr old child who was complaining
about the sky being blue. She took no ownership of the problem.. and
quite literally told me that I had no right to a working product.It's
been about 1.5 yrs and I have gone through hours on the phone with rude
people.. unanswered e-mails, broken promises, being treated like an
unintelligent child, rather than a client or someone who bought an
expensive piece of machinery. I am sick of this treatment. All I want is to have a working computer. I do not see why this is such an issue.

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