HP Support Forums
Join in the conversation.
04-27-2012 07:06 AM
I purchased an Hp Pavilion Dv7 Laptop. Apparently I still have warrenty left on my laptop. I notice that my Optical Disc Drive was not opening correctly. It works perfectly just that it wouldn't pop out like it suppose to; the only way it would open correctly if I stuck a needle in the optical drive. So I called Hp Customer Support for advice and help. The first time calling I had no problem talking to the guy. He said my optical drive was working correctly so that was not a problem but still it didn't help that the optical drive isn't ejecting correctly. He guide me the steps I needed to do and the problem technically did not help so he advise to send in the laptop. Which I apparently did; well I recieved NO phone calls from HP regarding about my laptop at all, till I recieve by EMAIL. They told me to call Customer Relations Management due to the fact there was a problem. I called and the lady told me that it was a Customer Induce Damaged meaning I damage it and warrenty does not cover it. She ask me if I would want it repair for a new one would cost me $225. Obviously I'm no idiot to pay for that amount because that would be totally ripped off. So I told the lady no I would not want to pay for the repairs. So I found out that my nephew dropped the laptop and I understand that Customer Damage the company is not cover for that warrenty. That's fine and everything well not quite really till the day I recieved my laptop back. The day I got it back, opened the box and notice that the Hp internal battery was a bit cracked and most disappointing of it all when I tried to used my optical drive it didn't WORK. Not just it didn't work but when I pull it to open the optical drive the whole thing came out. Okay so they didn't fix it that was not a problem but to damage the laptop a bit and to not put the laptop back together that is a huge mistake and irresponsible mistake. So I call Hp Customer Support right away. This guy told me that he would have the mechanics or whomever fix it call me to discuss about my laptop. Apparently I asked if he placed an appointment of time frame to let me know when they will call. He told me that oh he just left a message and isn't sure when they will call. I waited the whole day and next morning and recieved no phone call still. So I called Customer Support and told them that. So this GUY made me wait really long. He ignore the fact about a person who suppose to call me regarding about my laptop. All he told me that due to the fact the optical drive was a Customer Induce Damage warrenty does not cover that. I already been understood that and told him the main problem. This was his reply " Well I can guide you to hook the optical drive yourself." I told him that I don't have the equipment to open it so since it was Hp's mistake I asked if I can send it back and have them hook it up and have a internal battery replaced due to the fact they chipped it. He told me his "supervisor" said there no need to send it back when I can hook it up on my own. Apparently I'm no good with mechanic stuff and nor do I have the equipments. So if I make a mistake but touching the wrong things on my laptop wouldn't that cause Customer Induced Damage? I wasn't going to be stupid and have that occur so I told the guy that and that I'm still in warrenty and this is Hp's fault for not correctly hooking up my optical drive. He showed me picture of the bottom of the laptop and the optical drive out of the laptop. Since he said that when Hp recieved the laptop they take pictures of any damage areas before checking it. I recieved the pictures and nowhere did I see the optical drive come out the laptop nor the internal battery. So I told him if your not willing to help let me talk to your supervisor. He said no I'm here and I'll guide you; you can open your laptop and fix it yourself. Getting a little frustrated I started to have an angry tone since he keeps repeating the same thing. He then tells me well too bad we are not going to have your laptop send in and for us to fix, all I can do is guide you and you fix it yourself. There was nothing about him talking about their mistake on cracking the internal battery, all he talks about was guilding me on hooking the optical drive myself. I'm not sure how much lousy Hp Customer Support can be but don't a person have the rights to talk to the supervisor? Well now I have a NON working Optical Disc Drive and Internal battery chipped.
04-28-2012 02:23 PM
Bunny please use paragraphs if you want someone to read your comments.
Sorry to hear about your poor support experience, try sending a polite email the the HP CEO Executive team about your support experience.