Corporate Greed

[CorpGreed]

My husband and I purchased an all in one computer from Hewlett Packard a few months ago. The monitors latch failed, fell on his desk and, shattered the monitor. The monitor fell on the desk while my husband was in the room. Thankfully, he was not hurt. We called HP's customer representative, who kept repeating that this was user error. We told him that we did not break this, the monitor's latch broke which released the monitor and it broke when it crashed down. The Hewlett Packard representative said that he was the highest person that we could talk to.  We were told to send the computer back, which we did, so they could fix it. Then we were told that to have this HP monitor fixed, we need to pay more money. We did not pay more money and, they sent the broken computer back to us. Hewlett Packard did nothing to help us with this problem. This is a brand new computer, that is now trash, and it cost us a lot of money . Has HP's corporate greed become so bad they no longer help their customers?  No more purchase of anything HP related.  It's difficult to believe that HP no longer looks out for their customers.  Does anyone else feel this way?

[NonSequitur777]

@CorpGreed,

Welcome to our HP Community forum!

I’m truly sorry to hear about your experience with your HP All-in-One PC.

I understand how frustrating and disappointing this situation must be, especially given that the failure wasn’t due to user error. I also appreciate that you took the time to share your concerns here.

While I don’t represent HP’s official support team, I’d like to see if there’s anything that can still be done to help.

A monitor latch failing sounds like a serious issue, and it may be worth escalating further.

A Few Possible Next Steps:

1. Request an Escalation – If you haven’t already, I recommend reaching out to HP Executive Support through the HP Support website. Sometimes, a case can be reviewed beyond standard customer service channels.

2. Check for Warranty Coverage – If your device was under HP’s manufacturer warranty, a structural failure (like a faulty latch) might be covered. If HP maintains it’s not, you could explore consumer protection options.

3. U.S. Consumer Protection Options

   • You can file a complaint with the FTC (www.ftc.gov) if you believe this is an unfair business practice.

   • Each state has an Attorney General’s office that handles consumer complaints (www.usa.gov/state-attorney-general).

   • If you paid with a credit card, consider checking with your card issuer about purchase protection or dispute resolution options.

4. Document the Issue – If you haven’t already, take photos/videos of the broken latch and damage. This might help if you escalate further.

I completely understand your frustration, and I sincerely hope HP will reconsider the decision.

If there’s anything else I can do to help guide you through this process, please let me know.

Kind Regards,

NonSequitur777