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12-04-2009 06:37 AM - last edited on 12-04-2009 01:43 PM by WendyM
I have had HP brand loyalty with my computers and printers over the many years but the experience I have had with my new computer has been so discouraging that I have to write to you because of my frustration. I bought a new desktop computer (H107390736) back in June for $1250. It never worked correctly, my DVD had to be replaced because it was making loud noises, an HP technician came to replace my video card because it was intermittent and when he was out here he confirmed that my RAID1 hard drives were not working properly. In fact, I took a screen shot of one of the scans showing 182 errors to submit it. Finally the HP technicians sent me a box for me to have it repaired. I heard nothing from them for many weeks and now it has been ONE MONTH since I have last seen my computer (HP still has it). I have been calling and calling and finally got a guy Josh, my ‘case manager’ in the service department that said my motherboard was being fixed. He was absolutely unhelpful. He would tell me one thing and then not follow-up, not call me back and not take my calls when I called him and when I did talk to him he wouldn’t listen to what I had to say. He was rude and obnoxious that it made me so angry and frustrated I had to keep calling him and other means of tech support to go around him but I kept getting back to him. He finally told me (and you can listen to the recording of our conversation on 12/2 in the afternoon) that if my computer wasn’t ready by today at noon he would replace it. Noon came and went, I called and he said he would NOT replace it so I wanted my money back and he was uncooperative. I am so livid about this whole experience I have called American Express to see what they can do and I am thinking seriously about creating a YOUTUBE video cautioning holiday shoppers NOT to buy an HP computer this season because of my experience and explain all the issues that have happened with the computer hardware AND explain that not only was customer service insulting, demeaning and making me feel powerless, they also kept my new computer for OVER ONE MONTH and I STILL don’t have it yet!
I really hope this gets to you soon so someone can apologize and rectify the situation to my satisfaction INCLUDING an apology from Josh <text removed for privacy> the case manager.
12-04-2009 09:51 AM - edited 12-04-2009 01:42 PM
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