HORRIBLE Service

[bballrob]

I bought a brand new HP MINI 110 at Best Buy Saturday night.  Opened the box tonight.  The thing is defective.  I spent 85 minutes on the phone tonight, talked to 3 different people, including a "supervisor" and I still have not received authorization for them to replace the unit.  Unbelievable!!!  IT IS DEFECTIVE!!!  BOYCOTT HP!!!

I live 150 miles from the store I bought it, so simply returning it is not an option.  I have to wait for a call from some Case Manager that only works between 8 AM and 8 PM Mountain time tomorrow.

THis is absolutely awful!!  

[Gangles]

The warrenty agreement for the unit you bought is not a replacement warrenty. it is a repair warrenty. if you believe the unit is defective out of the box you can contact the vendor that you bought the notebook at for a return policy or HP will repair the unit for you.

[bballrob]

I don't give a crap.  It's a piece of crap and they should replace it.  I paid for a brand new, working product.  It didn't work from the start.  They need to replace it.

[Gangles]

Just because you are not satisfied with process does not mean that it is not valid. You can either contact the store for their return policy or HP will repair the unit under your warrenty. This you will need to discuss with the quality dept when they contact you tommorow. Just setting your expectations in case they say the same thing to you. I understand this is frusterating for you but these are the options you have. See what the case manager says to you when you inform him or her that it is inconvenient for you to drive to the store to exchange it.

[Huffer]

Best Buy has a 14 day no questions asked return policy. They may charge a restock fee if you want your money back but I believe they will simply give you a replacement like kind netbook for no additional expenditure. Hey, lemons happen but this is a help forum and you have not provided any sort of information about what the problem might be or how you have concluded the product is defective. I look at a lot of computers that the users claim are defective and at least half the time they could figure out the defect by looking in the mirror.

[bballrob]

Huffer -- Apparently your reading comprehension skills aren't up to par or you would have noticed in my original post that I live 150 miles from where I purchased it, so simply returning it isn't as easy as you may think.  

I wasn't the one that concluded the laptop was defective.  It was those tech support people in India that I spent 85 minutes talking to last night.  Both of them promised to "fix my problem perfectly" and both failed miserably.  The supervisor could only tell me I'd have to talk to the case manager, and he promised me a phone call from such a person at 8 AM Mountain time this morning.  I waited until 845 before calling them back.  35 minutes later, I'm still pretty pissed off as they will only send me a box to ship the laptop in so that they can replace the defective hard drive.  You can tell that a company knows they have screwed up and pissed off a customer when they finish the call by saying "Try and have a good morning."  Are you kidding me?  What kind of customer service is that?  So now I wait for the box to arrive, which she told me she will ship "Overnight" and hope it arrives by Friday.  Last I checked, OVERNIGHT should mean it will arrive the next day, not 2 days from now.  Absolutely ridiculous.  Overall, she said this should take 3-5 days, plus shipping time on both sides.  Sounds like a total of 10 days to me.  Hardly a way to win a customer.  Not to mention that when I pointed out the total time from purchase to when I would have a working laptop, she dropped a "Well, it would take 3 weeks to do a  replacement" line on me.

HP can pretty much rest assured that unless they go out of their way to convince me they are a reputable company, this will be the first and LAST purchase of their products that I ever make.  And I will let anyone who wants to listen what horrible service they offered as well. 

[Huffer]

I can read just fine. If you want a new one make the same trip you did to buy it in the first place. You have 2 weeks to do so. If you send it to HP they will try to fix it rather than replace it and once a lemon always a lemon. Go ahead and boycott HP and buy from Dell or Lenovo or anybody else. The rules would be the same as far as repair or replacement and the Customer Service is no better. And frankly I would not trust the diagnosis of the Customer Service people. You may or may not actually have a defective hard drive. Let's see: 300 mile round trip or be without my laptop for what is more likely to be two weeks? Your call.

[Gangles]

bballrob

Apparently your reading comprehension skills aren't up to par or you would have noticed and read that hp warrentys are not replacement warrenties, the only resolution for a replacement would be to contact the vendor you purchased the unit for a return/replacement policy, posting numerous threads on the same toptic is against forum rules and most importantly this is a user-to-user community, and not a venue to receive direct help or feedback from HP with any service or complaint.

You should be grateful that posters here like myself and huffer went above and beyond to give you an answer instead of giving you the link for hp feedback for services or complaints. Kudos to you huffer for setting the correct expectations.

again bballrob if you wish to exchange the unit you will need to contact the vendor.

[mullick420]

i recently had to send in my laptop and there repair service is actually very quick. they send you a box to ship it in for free and a shipping label to send it into them for free usually it takes 7-9 days after they recieve it for them to send it back. You dont have to pay anything and they are very fast. It took 3.5 weeks for microsoft to repair my xbox 360 and i had to pay for shipping. Trust me if you dont want to go back to best buy send it in to them it costs you nothing but the trip to ups to drop it off and you will be very satisfied when you get it back. Lemons happen all the time but hp has as far as i know the best and fastest repair service out there.

[Gangles]

mullick420 thank you for the informative post but be advised that certain models do not qualify for free shipping under their warrenty agreement even with an out of box experience. The HP mini's are one of these models. The topic poster did mention that he will be in contact with a case manager so the outcome could be different. I just wanted to clarify that as not to mis-communicate anything to the customer. Kudos to you for helping here after getting a resolution to your issue. Hopefully we see you around often!