Defective Product Upon Arrival

[prawin_cbe]

Dear Sir/Madam,

I am very disappointed by the standard of service HP offered me. I ordered a brand new all in one desktop PC product, but it appears HP tried to cheat it's customers by selling refurbished or defective products of substandard quality. 

I went to pickup my product at a DPD store where I was asked by the DPD personnel to sign for the parcel even before it was presented to me and after I signed they presented me the product which was damaged from outside at many locations. This included dents and big holes. Since I paid around £750, I didn't want to accept a damaged defective product which HP tried to sell it to me by cheating me. So I told the DPD I want to reject the parcel as it is damaged, I was told by the DPD personnel that I do not have the right to reject the parcel instead I need to accept the defective product and contact HP to sort out the issue because the damage was not caused by DPD.  I was very disappointed as HP not only sold me a defective product but I was forced to accept a product that was defective. 

I started to use HP products from 2003 which was purchased in USA, India etc but I am very disappointed to see their business tactics of selling defective products on black friday sale. 

To further worsen the situation HP's claim form asks me to provide Technical Support Call ID. How dare you HP? already you wasted my precious time by dispatching a damaged product but now you ask me to further spend time with your Technical support?

Will HP appologie?

[wb2001]

@prawin_cbe,

This is a volunteer user based forum.  HP has no offical presence.  But, I will ask a moderator to elevate your inquiry.

It is my experience that HP does not send out product in such condition.  A battered box should have never been accepted, and never sign until your see the box.   Are you always signing for the bill before you get the product?   HP is not in the business of creating an issue.  Yes, issues arise, but I never seen or heard of this.

Your wording is rather harsh and has little truth. Did you open the box and inspect?  Did it work?

1)  refurbished or defective products of substandard quality.    You can not prove that.

2) forced to accept?  You admit it was " damaged from outside at many locations".  Likely while intransit.

3) This incl out the issue because the damage was not caused by DPD.   How to you know that? 

4)  business tactics are not based on a single weekend sale.

Out of respect and per policy, I will cease to comment any further.

[kevin-t · Accepted solution]

@prawin_cbe

I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post personal information (serial numbers and case details).

If you are unfamiliar with how the Forum's private message capability works, you can learn about that here.
Thank you for visiting the HP Support Forum.

[prawin_cbe]

@wb2001:

Thanks for letting me know that HP has no official presence. I was not aware of it. I have seen similar thread related to defective product in this community. 

You can ask lot of questions to defend HP as you are in a spectator seat. If you are in my situation then you would probably understand it. I would term my wordings as an expression of huge disappointment and not rude. 

I paid £750 and I would expect the service to that standard. I have not tested whether it works as packaging is damaged and it has holes in screen side. 

1)  "refurbished or defective products of substandard quality.    You can not prove that." Yes I agree I cannot prove it as I am not an expert in this field. However damaged product is classified as defective. 

2) "forced to accept?  You admit it was " damaged from outside at many locations".  Likely while intransit."

3) "This incl out the issue because the damage was not caused by DPD.   How to you know that? " The person at DPD store told the product's condition was like that when arrived and it is not caused by them. 

4)  "business tactics are not based on a single weekend sale." It is the responsibility of HP to ensure it reaches the product it dispatches reached the customer to good standard. If not it is classified as substandard product where HP failing to implement quality standard. 

The holes are deep that it's close to screen and it appears the object that caused the damage touched the monitor. The package also doesn't say which side should be kept up or which side has monitor/screen. This is a basic thing which a company must ensure its clearly labeled to ensure the people handling it are aware of it. Also no fragile stickers. 

This is  my experience with HP. I hope this forum is run in a fair way rather than blaming people who point of HP's fault or share's their real bad experiences with HP.