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07-23-2010 07:06 PM
Well here's what my problem was. I have a Compaq notebook with 1 key missing because it fell off when I was typing. I call hp sometime around February or maybe march or so and they send me box to ship the laptop to them. Due to the fact that there were many things I still needed the laptop for (I do all my programming on it), I put off sending it away till the summer. (Note: it is still covered under their warranty) I made sure I called them again to make sure that I can send it away still and they said no of course. They sent another box and asked me to backup my files. While trying to back them up to my external hard drive, I realize that the u.s.b. port on the left side isn't working (yes I restarted my laptop, reset it in the device manager, tried different devices, etc) so I used another u.s.b. port instead. I called support again to ask them if it was still o.k. to send it with the same box and they said: yes and to write it down on the slip of paper with the box as another problem. So I sent the laptop away and paid for some fed-ex fast shipping nonsense so I could get it back in time for my vacation (I am leaving the 29th of July (this month)).
Several days go by without a word from them. (It, surprisingly, only took a day for them to receive the laptop) Eventually I get a call from hp saying that the screen is now broken (note: it definitely wasn't when it was in my care) and telling me how much it will cost to replace. When I explained to them that it wasn't broken before I sent it (which was unpleasant considering they just kept accusing me of breaking it and laying out different scenarios of how it could've been broken) they told me that they were going to have to call a case manager and have him evaluate whether or not they can replace it for free (since screens aren't covered in the warranty). They said it would take a few days for the case manager to call me (meanwhile I'm wondering why I'm being reprimanded for something that is either Hp or Fed-Ex's fault). Anyway they call and say their gonna take pictures and some other nonsense and call me back later.
They call me back later saying it's my fault and that they will NOT be replacing the screen it for free (not only that but they hadn't even replaced the keyboard and u.s.b. port). They told me it would cost about $433 because of a 25% discount they can give me (the laptop itself only cost about $500). (I told them to fix the other problems and send the laptop back at this point) I told them that they were certainly mistaken and that the screen was not broken before I sent it in (what did they do? hit it with a hammer or something?) and after a long (once again VERY unpleasant) conversation he told me that he wasn't even the one who determined who broke the screen. Apparently the first person I spoke to is the one who finds out that information. I asked to speak with them, get their contact info, etc. All of my requests were denied and he said that he couldn't do that. I asked why and he said he didn't have he ability to do that. After a while on the phone he told me he would ask them to call me but it wasn't a certainty they would call.
Now what in the world is going on here? Why are you trying to charge me for something that is not my fault, but chances are yours instead? Do you really just want to make more money or something? Well if I don't get that screen replaced free of charge hp won't get any money from me again.