Very upset over service. [ Edited ]

[Chris-Gonzales]

Here i thought HP was pretty **bleep** good. After what happened to me in the last week, and reading other peoples posts about poor service I think I will choose to buy elsewhere.

So last year I received your now discontinued HDX18-CTO as a gift from a family member. She allowed me to customize it to my liking. Well earlier this year my touch pad stopped working. I paid $390 since it was out of warranty. I received a free 90 day extended. Load and behold last week the touch pad quit working again. (HP had to have sent me a defected part. There was no reason for it to die like that) I contracted support and they sent me a box. I received it last Tuesday morning and went to Fed Ex office right away and sent it out. Thursday I received an e-mail regarding my product. I went and checked the service order and noticed a $269 charge. I contacted support and spent an hour while "Abdul" looked up the problem. I then explained that it’s under warranty and should not be charged.  He then canceled the order and told me to call back in a few days and set up a new order number. Meanwhile my laptop sat in the plant about to be lost. I contracted HP again the next morning and they told me someone will call me in a few days.

So that night I sent an e-mail to the interim CEO and it got routed to another department. I received a call from I guess it was "Mike" and he kept going on and on about some "pictures" and kept asking me if the person who called me talked to be about the "pictures" I kept reminding him, no one called me. He had a tone like he didn’t believe me.  Hey, I thought the “Customer is always right”

Anyway he proceeded to tell me that the laptop will not have a free repair because it was considered user abused. The tech took pictures of the machine and sent them to him. WHAT? Why the hell would I destroy my computer? Why would I destroy it and have to wait a week or two to have it fixed? It doesn’t make sense. I guess HP thinks their customers are really stupid. Sounds all they wanted was $269 to pay back for the damage Mark Hurd caused or an Executives new suit or watch. Mike then tried to give me a discount. $200. I told him no and that I didn’t think I should have to pay. He had a tone that he didn’t give a **bleep**. I just hung up . For all I know the tech was the one who destroyed the keyboard and then took the pictures to show that it was user abused.

So my laptop just came today and now I’m missing the left and right touchpad buttons as well as the up arrow. My Windows key doesn’t work now, when it did before I sent it in. The up key as well as the left and right touch bad buttons were on the device when I sent it. The only thing that didn’t work was the touch pad.

You guys have very poor service and rip off innocent customers. You should be ashamed of yourselves.

I know this is the last time I'll be buying HP.

[Knute · Accepted solution]

FYI, the touchpad is part of the Top Cover, if there was damage on the top cover like a crack, they'll scratch it up to physical damage and call it a day.  Sorry to hear you had such a problem, I don't work for HP, but I do service their computers regularly and in my experience they are one of the best companies out there.  If you have never dealt with Dell customer service, be glad, they are so much worse.  Microsoft is also horrible to deal with...

Perhaps there was a miscommunication somewhere, you say the laptop was returned with missing buttons and keys?  Perhaps those were damaged in shipping, and maybe it happened when you shipped it to them, justifying physical damage claim on their part.  I'd consider calling HP back with all of your information and requesting a case be opened for you.  Be persistent, just because you have a bad experience with Bob or Mike, doesn't mean there are not 1,000 more people at HP that would have treated you better.  Good luck man.

[Chris-Gonzales]

Do you think I might still be able to have a case? It will be one year since my warenty expired come July 2ed and the expired added warenty that I got for a problem they fixed last fall come november ish I got another computer but I decided to throw in thathard drive in the HDX and it seems to work. I like this computer (wish the envy came in a 18" flavor) and wouldn't mind fixing this thing for a fee but not if its gonna cost about the same as HP's entry level 15 and 17" notebooks. 

Sorry for the late replay. Some personal things went on in my life.