OPEN LETTER OF DISSATISFACTION

[KimLAttorney]

To whom it may concern,

I want to tell everyone about my recent experience with HP service and support. I have been using HP products all of my professional career (printers, computers, scanners, etc).  I recently had a BRAND SPANKING NEW laptop fail and give a critical error when booting up. 

I spoke to 2 or 3 service representatives who troubleshot the problem and determined it was a hard drive issue.  I was asked to send it in for repair under warranty and was told that it would take about a week to get the repairs done. I received the box to ship it a few days later and packaged the laptop following the instructions provided with no visible damage - again the laptop was literally 2 weeks old - had ever been anywhere after unboxing except on my desk and used, maybe half a dozen times.  No drops, spills, bumps, etc.  Just mundane typing.

A few days after HP received it I got an email stating that HP determined that the laptop was declared "accidental damaged" and not covered under warranty and would cost me $480 dollars to repair.  Approx. 3/4 of the cost of the whole **bleep** computer!   I asked for specifics on the damage and pictures and HP sent NOTHING!  I chatted with another HP representative who basically said there was nothing he could do.  The next day I received the same BS email from HP again. 

I've investigated HP warranty repair bad practices and literally there are THOUSANDS of customers who all tell the same story (dating back as far as 2010!!!).  The customers send in their item and are told it wouldn't be covered due to "accidental damage" when the customer did not damage the item.  I suspect that HP is paying bonuses to keep warranty repairs as low as possible.   Many, many customers report damage occurring at the repair facility instead of at the hands of the customer.

HP needs to take a hard look at this type of customer complaint and all such cases should be reviewed by a manager. 

I'm told that  99.9% of these "accidental damage" cases are put back on the customer and that the customer bears the cost of repairs.  To date, I have not received an image of the laptop with my serial number nor an image of damage.  

HP is TAKING ADVANTAGE OF ITS CUSTOMERS!  I would love a response either by phone or email.  It should not be this hard to get a warranted repair done by HP.  HP needs to stop the shake down of its customers.  

[Betty0610]

@KimLAttorney

Welcome to the HP Support Community.

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Have a great day!

[KimLAttorney]

I haven't received anything from HP regarding my open letter of dissatisfaction or the issue with my laptop.