HP Pavilion customer service - specifically repair with ACCIDENT insurance warranty

[mariah10]

This is about customer service. I BEYOND livid.  Good thing I'm not a violent person.  Here's story.

Spent a LOT of money on a customized Pavilion DV7T - has all the bells and whistles, INCLUDING the 3 year ACCIDENT insurance, INCLUDING the IN-HOME repair service.  So, you see, I should NOT have a problem ever for 3 years.

What happened?

Let's start with the fact that I know when you send in your computer they REFORMAT your hard drive which means reinstalling all your software.  Takes forever.  I have high end software that oftentimes they fight me when reinstalling saying I have used up all the available installs (that tells you how many times I've had to send in my computers).

My computer has the BEATs audio which includes 2 speakers in the front.  Within 2 months after purchase the trim around the keyboard broke.  Everything else worked fine, and they said the home guy could fix it and they would send me the part.  They sent me 2 parts 2 different times which were wrong.  They finally let me send photos and then they said the home guy could NOT do it.  Had to send it in.  Didn't want to do that.  Computer was working.  Waited.

Then it started to do funky things, so decided to send it in.  This is where my anger comes to a boiling point.  Part of my warranty is a guarantee that I will get fast turn around.  If they receive it by Tuesday it would be returned by Friday.

They did not.  They got it on the 14th of February (2012).  When I didn't have it back on Friday, I started calling.  Called everyday up to and including today (25th).  They have had my computer for 11 days.  Everytime I call it is something different.  The first 3 times I called they refused to let me speak to a supervisor.  Then I got one and they said they found they would have to reformat the hard drive if I wanted to keep my warranty (this was on Tuesday, February 21st, 2012).  Reluctantly, I said ok, and they said I would have it by Thursday, the 23rd.  Actually, this was the unacceptable date they originally sent me in an e-mail.  10 days is not acceptable for the money I paid for this warranty.

Spent 2 hours on the phone last night telling them that if it had not shipped I did NOT want it back, I wanted a new one.  They said that they could do that,  but that they would have to have their supervisor give me a call back in the morning (Saturday).

Well,  it is almost 6 pm. here and no call.  I called them and they said no supervisor available on the weekend, that it would be Monday (27th) before I would get a call back.  I told them this was not acceptable and how could that be since I was told I would get a call back today.  He was very rude (oh, forgot to mention that I asked to be able to report the rudeness of the first 3 reps I spoke with and that's when I got the guy who said he would have it to me by thursday, LIARS!).

And, at the risk of sounding racist, which I'm not, I have dated and continue to 'run around' with many nationalities.  HOWEVER, if you are trying to talk to me about something I purchased, you had better speak my language, ENGLISH.  I would feel the same if I was Italian, Spanish or whatever.  They should give you to a rep who speaks YOUR specific language.  I could hardly understand a word and had to ask for everything to be repeated numerous times.

Bottom line on this long story is that it will be more than 2 weeks when and if I get my computer back which is TOTALLY unacceptable!  Plus, I will not accept either my computer back (at this point), NOR will I accept a refurbished one.  This computer is only 5 months old and I will not accept anything less than a completely new one.

PS:  OFF topic.  Best Buy has the best phone insurance, but the one thing that really SUCKS is that it doesn't matter if your phone is 32 days old (past the 30 day mark) you will get a REFURBISHED one, no matter what.  But at least you get it in a few days versus 30-50 days when they used to 'repair' or 'replace' them with new ones.