About 2 months ago, I was installing a program on my laptop that well screwed it up. I bought the laptop BRAND NEW just over 2 years ago. Now, it did start to give me a bit of trouble at around Christmas time, where I just dismissed it, and soldiered on. My wireless wasn’t even recognizing I even had wireless on my laptop. Kind of hard to post stuff when your laptop doesn’t even recognize that you have wireless to connect to right?
Well, this latest problem, is from Software. I had contacted HP through technical support to see if I could receive FREE recovery CD’s since the TECH told me that the recovery CD’s that I had probably weren’t working properly. Then he went on to tell me that they (the CD’s were FREE, but wanted me to spend $40 to pay for FED-EX to deliver them. Um, do I hear a HELL NO !
So, after I called and talked to I don’t know how many people, I finally get a male I am guessing Corporate guy was more than happy to send me the CD’s for FREE without charge to me.
Problem solved ….RIGHT?!? UM, HELL NO !!
After attempting to use THEIR recovery CD’s which DO NOT WORK, I take my laptop to my computer guy here in town, give him the actual cd’s they gave me for him to see what in the world was going on…
IT ISN’T GOOD NEWS…
After I give it a week or 2 to make sure my guy takes a good look at my laptop, which if you haven’t already noticed I love and adore…and the absence of posts since the laptop has been at the computer guys shop has decreased…THAT’S WHY.
I have back problems, I am more comfortable not sitting at a desk for hours at a time when researching, posting, chasing down stuff that I use to use in my book reviews. I had called HP like 150 times already, explaining in detail what the problem is – Laptop has overheating issues, the recovery cd’s do not work the way they are supposed to, which really fried my laptop that I paid over $1400.00 for.
One time I called and talked to a customer (tech) support guy and he tells me – “Oh, no worries Mam” We shall be happy to replace or repair your laptop at NO CHARGE” <– Remember this…the best is yet to come.. Then I reply, even though My laptop is out of warranty” ?!? He responds absolutely, and then transfers me.
This is where the bottom drops out…
I talk to an incompetent tech support person who has absolutely NO idea what he is talking about, I then get transferred to a supervisor from a completely different department, hung up on, the whole worst case scenario you can think of…three hours later I finally or at least I think that I am at the right department, they transfer me to yet ANOTHER dept.
Can you sense just a little frustration happening on my end?!? Yeah, I knew you would..
A lady takes my information, the serial number, the product number for what it seems to be the millionth time, I am not kidding they ask for this stuff EVERY TIME…She then tells me that since it wasn’t the actual computers that they had done a recall on, they wouldn’t be able to offer me anything..After I tell them what the tech guy told me – (free repair/replacement) She transfers me AGAIN to a big whoopee do “Case Manager” of Escalations where after I go through the same spiel I have been going through for the last 4-5 days with a hundred other different people, he tells me this…
The only thing that we would be able to offer you is 25% off repair (this is after I have already spent $500 on repairs) OR an extended warranty on any NEW HP product.
I nearly choke on what I am drinking..
LIKE REALLY ?!? ARE YOU FROM OUTER SPACE???
I have been a loyal HP customer since 1997 when I bought my first computer. Since then I have beamed at the quality and service I have experienced from HP when it came to taking care of a brand new computer and its fan that had died 2 weeks after buying it. I have bought printers, scanners, ink, you name it, because I thought this company would have my back if I stayed a loyal and true customer.
HELL NO !!
I then escalated my complaint to a “Senior Case Manager” and I stick to my guns and say because that tech support guy told me I would receive a free replacement or repair, I should receive it. She apologizes like this is absolutely nothing and still tells me that b/c of the warranty expired she can’t do anything to help me.
UM, STICK BY WHAT YOUR REP TOLD ME AND SEND ME A NEW LAPTOP !!
Am I really asking for too much here ?!? I am asking a large company to stick by what one of THEIR representatives told me, I am not making this up. Even when I ask if they can pull the recordings (cause they warn you of the fact that you may be recorded for “quality” purposes”) I am told no they can’t because it is a different department, and even then they have no way of tracking the call if it was recorded.
Anyways, do you agree with me that HP should stand by what they told me (free repair/replacement) or do you think that I should just toss the $1400 piece of crap off the top of my stairs and abandon the quest…
UPDATE – I emailed Apple earlier today, they just emailed me back, I will be contacting them tomorrow morning…fingers crossed !!!
UPDATE #2 – Hp Called me this morning, they offered me a repair for $281.00, I am sticking to my guns….I am frustrated beyond what I was already frustrated. I have already spent $500 not including the 4 HDD my computer guy went through….sigh I feel like I am talking to a brick wall, and I keep hearing the same things over and over again like a broken record…