cooper2015:HP Support

[kevin-t]

http://h30434.www3.hp.com/t5/Other-Notebook-PC-Questions/HP-Support/td-p/5211400

Product Name: HP J9H19UA

Operating System: Microsoft Windows 8.1 (64-bit)

Dear HP Support,

My daughter's keyboard on her laptop had a problem and about six keys stopped working.  We looked up the warranty and determined it was still covered.  Your customer service department was so nice to help us get the computer shipped back to your site for review and repair.

However, once the computer was there, it was determined that orange juice was spilled into the computer and that is what caused the issue.  HP even provided picture of the "Damage" that documented.  My daughter was questioned and she admitted that in March of 2015, the did spill orange juice in the laptop.  But not very much and the computer has worked since March of 2015.  HP's cost for repair was $200 or so dollars.  We opted not to fix the computer but to have it returned.  Did I mention that both my wife and I are computer techs from way back in the day of componet computers?  

Now, when we sent HP the laptop, it was working and working well with a USB keyboard attached.  The only issue was the six or so keys on the keyboard.  Upon receipt of the computer from HP customer support, the computer was broken!  It would not bootup or recognize the USB keyboard.  We took the entire computer apart and reviewed the damage based on the pictures HP sent.  All of the damage from the OJ was on metal support except two very small pieces of hardware that were blown up so big, it look HUGE!

Why did HP return the computer in a non working state?  Why did HP Call back twice and reduce the repair charge from $200+ dollars to $140 dollars?  We own 5 HP computers and will be purchasing more computers as my wife's business needs it.  HP has been out choice for price, configuration, and other.  This is our first customer service issue.  Both she and I are not very happy with HP or HP Customer Service.  The computer should have been returned in the same condition HP received it.  When we called HP back, the case manager was very unhelpful.  The attitude was the computer was broken and needs to be fixed.   I very much disagree.  We cannibalized other HP PCs that we didn't use and have the computer working, without cleaning the OJ off, without spending $200, without doing anything special.  However the drivers are different so we did have to pay HP $50 for a recovery disk.  That is the last $50 HP will get from me.

By the way, as you sit there and think it is just one family and 5 computers, please understand that I support my church's computers and network, friends call me for help and computer suggestions, and family calls me for advice.  It may not be 100s of HP devices that I influence people to purchase but they recommend to their family the same products I help them buy.  It wil not by HP anymore.

Becareful how you treat one customer...it could have a ripple effect.

Wayne Cooper

Upset with HP Customer No Service

[kevin-t]

Dear HP Support,

My daughter's keyboard on her laptop had a problem and about six keys stopped working.  We looked up the warranty and determined it was still covered.  Your customer service department was so nice to help us get the computer shipped back to your site for review and repair.

However, once the computer was there, it was determined that orange juice was spilled into the computer and that is what caused the issue.  HP even provided picture of the "Damage" that documented.  My daughter was questioned and she admitted that in March of 2015, the did spill orange juice in the laptop.  But not very much and the computer has worked since March of 2015.  HP's cost for repair was $200 or so dollars.  We opted not to fix the computer but to have it returned.  Did I mention that both my wife and I are computer techs from way back in the day of componet computers?  

Now, when we sent HP the laptop, it was working and working well with a USB keyboard attached.  The only issue was the six or so keys on the keyboard.  Upon receipt of the computer from HP customer support, the computer was broken!  It would not bootup or recognize the USB keyboard.  We took the entire computer apart and reviewed the damage based on the pictures HP sent.  All of the damage from the OJ was on metal support except two very small pieces of hardware that were blown up so big, it look HUGE!

Why did HP return the computer in a non working state?  Why did HP Call back twice and reduce the repair charge from $200+ dollars to $140 dollars?  We own 5 HP computers and will be purchasing more computers as my wife's business needs it.  HP has been out choice for price, configuration, and other.  This is our first customer service issue.  Both she and I are not very happy with HP or HP Customer Service.  The computer should have been returned in the same condition HP received it.  When we called HP back, the case manager was very unhelpful.  The attitude was the computer was broken and needs to be fixed.   I very much disagree.  We cannibalized other HP PCs that we didn't use and have the computer working, without cleaning the OJ off, without spending $200, without doing anything special.  However the drivers are different so we did have to pay HP $50 for a recovery disk.  That is the last $50 HP will get from me.

By the way, as you sit there and think it is just one family and 5 computers, please understand that I support my church's computers and network, friends call me for help and computer suggestions, and family calls me for advice.  It may not be 100s of HP devices that I influence people to purchase but they recommend to their family the same products I help them buy.  It wil not by HP anymore.

Becareful how you treat one customer...it could have a ripple effect.

Wayne Cooper

Upset with HP Customer No Service

[JeffHelp]

08/19/15 - Jeff reached out to customer