HP broke my computer during repair

[fedupinfl]

Computer stopped working 33 days after purchase.  Flashing light on the power button, but didn't show any other signs of life.  Followed HP warranty process, got the shipping box to return to them for repair and sent it in.  Today a CS rep tells me there is damage to the computer and sent me a picture of damage that was not there when it was sent in.  I trusted this company, have bought several computers from them over the years.  I am so disappointed in this situation and my daughter (whose computer this is) is really sad, hurt, upset and offended that one of their employees would damage her computer, then try to pass it off on to us.  I asked for an investigation into this, and all I get is the runaround and a supervisor or manager will call me in 24-48 hours.  At this point we will never buy another HP product, nor will be recommend anyone else to buy another HP product. Reviews will be left on every company site that sells this computer model. 

[fedupinfl]

I realize it could be that the computer was damaged during the shipping process.  The CS rep says no contact can be made between myself and management of the repair center division to investigate the condition of the box upon receipt so I don't know if a log is kept, but you would think that it would be considering HP is the one with the contract with the shipper, not the consumer, thus we have no recourse with the shipper if it's damaged in transit. I offered and asked to take the computer to a local repair center (which HP is contracted with) as there are two in my area that are posted on their website, instead of sending to them, and I was told that was not the first step in the process, I had to send it in.  Also, the CS rep stated that there had been no investigation into why the computer was not working in the first place (assume faulty hardware/software) because of the 'damage' the warranty was voided arbitrarily.  

[asmita6658]

Hi @fedupinfl

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[fedupinfl]

Beware!  I posted another discussion regarding this issue with a suggestion to video all angles of the computer at the shipping location and to have the employee there acknowledge the location and date, before placing the computer in the box for return.  I suggested the entire encounter be videoed, and the post was taken down by HP.  They clearly do not want people doing this because it will affect their processes (passing the buck) when damage occurs during shipping.  Totally unethical behavior on the part of this company.  Also, no one from another HP department has reached out to  me yet on this.  

[fedupinfl]

Offer made to me to pay $244 to fix the computer is NOT ACCEPTED.  I want the hardware/software issue fixed that caused the computer to crash and not turn on in the first place.  I'm willing to cut my losses on the damage done during shipping, receiving, or repair of the computer on your end.

[fedupinfl]

Still no contact from additional/other HP department as was indicated by the HP employee posting on this thread this morning.  The offer made to me to repair at my expense of $244 was from yesterday, received via email from HP Inc. Customer Relations Management Department.  FYI, the computer is an HP Pavilion 14-ce2068st, purchased at Staples on 1/18/2020, cost: $427.99.

[fedupinfl]

Still have not heard back from anyone at HP either as a result of this post, as was indicated by the HP representative on this thread, or as requested of the CS rep working the repair case.  I was supposed to received a call from a supervisor or manager.  

[fedupinfl]

HP Worldwide Limited Warranty and Technical Support page 5, under Send-in and Return Warranty Service, says: " You can arrange with HP for the inbound shipping and associated costs'.  Which I did, per suggestion by the initial contact representative by phone.  Therefore HP is liable for the shipping insurance and should have policies and procedures in place to **bleep** the condition of the packaging/computer upon receipt.  I wasn't asked to take photographs or video of the product at the time of shipping, nor was I asked during the initial phone call to take photographs of the unit for submission to **bleep** for damage prior to the unit being shipped, but I would have, had I been instructed to do so.  I did offer to video conference with the initial CS representative, and that conversation was recorded per their own holding announcements.  I also offered and asked permission to take the unit to a local repair center.  I will take this to arbitration.  HP do the right thing, fix the laptop that died 33 days after purchase.

[fedupinfl]

No one else has contacted me about this issue.  

HP Worldwide Limited Warranty and Technical Support page 5, under Send-in and Return Warranty Service, says: " You can arrange with HP for the inbound shipping and associated costs'.  Which I did, per suggestion by the initial contact representative by phone.  Therefore HP is liable for the shipping insurance and should have policies and procedures in place to **bleep** the condition of the packaging/computer upon receipt.  I wasn't asked to take photographs or video of the product at the time of shipping, nor was I asked during the initial phone call to take photographs of the unit for submission to **bleep** for damage prior to the unit being shipped, but I would have, had I been instructed to do so.  I did offer to video conference with the initial CS representative, and that conversation was recorded per their own holding announcements.  I also offered and asked permission to take the unit to a local repair center.  I will take this to arbitration.  HP do the right thing, fix the laptop that died 33 days after purchase.

[fedupinfl]

Rep Jeff reached out to me with request for information regarding this issue this morning.  I returned all the information I was asked to provide.  Have not heard back since.  Not even a 'I got it and am working on it'.  The phone call I was supposed to have received back from a manager in the Customer Service Relations Management Department in 24-48 hours has also, not taken place.  HP do the right thing, fix the laptop that broke 33 days after purchase.