yairneumann11 : The Worst customer experience of my life!

[SedonaF]

http://h30434.www3.hp.com/t5/Notebook-Hardware/The-Worst-customer-experience-of-my-life/td-p/1359387

Re: HP ENVY14 2050 Serial Number: {Removed for privacy}

My name is Yair {Personal Information Removed} and I live in Tel Aviv,Israel.

On July 2011, I purchased an HP ENVY14 2050 laptop (hereinafter: "the laptop") at B&H shop in New York, USA (hereinafter: "B&H").

It will be mentioned that the laptop was purchased for work and business purposes, as I work a website developer, and own a tourist website business and the laptop was supposed to serve me for my meetings with clients, for my travels, etc.

When purchased, the laptop was opened by B&H, and was added 4 GB memory, to my request. At this point, no technical problem was found.

As I returned toIsraelwith my new laptop, and only after a month after purchased the following problems occurred:

1)      The LAN internet connection did not work and periodical blue screens occurring as a result of problems in the mother board. As will be explained hereby, the laptop was treated and handed back to me by HP in Israel(hereinafter: "HP Israel"). At this point the motherboard was replaced.

2)      After returned from HP Israel, the laptop's screen made a popping sound every 10 Min of use, and went black. The only way to continue working with it was to restart the laptop. I sent it again to HP Israel, and they explained that there was a problem once again with the motherboard, and it was replaced again.

3)      After returned on the second time, the laptop showed blue screens due to a problem in the motherboard. I sent the laptop once again to HP Israel, and they had to open the laptop in order to diagnose the problem (once again!) – they informed me that there is a problem in the motherboard but that they have contacted HP support abroad and were told that there are no replaceable parts available. HP Israel contacted me and I was told that I can get back the laptop in an unusable condition and that they are not obliged to assist me any further, as their responsibility is limited to purchases outside ofIsrael.

I am not familiar with HP's responsibility disclaimers, but I am sure that when a costumer purchases a product of a global well-known company, the costumer should rely on the reputation of the company, as well as its commitment to service and quality.

The bottom line is that I purchased an HP laptop and hardly used it, not mentioning enjoying it, and now I am left without it, as it is now in an unusable condition.

All this, after the long waiting periods which were lasted at least 3 weeks every time it was in HP Israel labs (and in total over 3 months).

The costumer service in HP Israel actually harmed the situation by starting a treatment without informing me about the risk of being left without any replaceable parts. I complained and asked how could they open the laptop without ensuring that they have the parts to install, and was left with no answer, but this – HP Israel is committed to HELP me as a costumer that purchased the product outside of Israel, but is not reliable for it.

I believe that this is not a suitable answer for a representative of a global company such as HP, and specifically considering the fact that they alerted me about the limited responsibility AFTER destroying my laptop and leaving me with no solution.

Now, after they failed to repair my laptop, costumer service manager, Miss Inbal Peretz from HP Israel – announced me that if I want to resolve the problem I need to contact the shop in which I purchased to laptop. 

As I live inIsrael, I cannot travel to the U.S just to repair the laptop. In addition, I have been waiting for too long and it's been over 6 months since I purchased the laptop, and have not yet used it. I have suffered financial damages, as well as professional ones (this specific model was supposed to use me in my professional and business meetings). Not to mention the time I had to wait, the disappointment and the feeling of complete helplessness while facing your agent inIsrael.

Unfortunately, As I asked to receive a report of all the process and treatments held by HP Israel in the English language, in order to attach it to my letter, I was refused.

I ask you to assist me on this matter, ASAP.

Please do not hesitate to contact me at any time on +{Personal Information Removed}

Best Regards,

Yair Neumann. 

[JeffHelp1]

03/26/12 - Jeff reached out to customer