arcticwolf: HP bd 340i

[SedonaF]

http://h30434.www3.hp.com/t5/Other-HP-Consumer-Products-and/HP-bd-340i/td-p/835585 

To start with after some research I found out from a computer repair tech that the bd340i is not HP's product, sure it has the HP logo on the front of the unit, but, stamped on the metal case it is a LITE-ON product, LITE-ON model- IHBS212. I purchased the HP bd340i on Oct. 01, 2010 (at that time not knowing that it was a LITE-ON product) I installed it on my New HPE-480t computer (I had HP do some upgrades like tripling the memory, getting their best graphics card and increasing the hard drive size to 1.5 terabyte also purchased their 27" HP 2710m full HD LCD monitor in all it cost me over $1,700.00) the bd burner was working fine never had a problem with it until Aug. 19,2011. It just stopped reading and writing blu-ray media, it still can read and write standard DVD's just not blu-ray. I contacted HP e-mail support and they had me try some tests and 10 e-mails later the tech determined that the blu-ray laser failed. At that time I found out that the unit had two lasers a blu-ray laser and a standard dvd laser (good to know that it had two) that's why of course the dvd section still functioned. Now to give credit where its due the e-mail support was very good, each reply I mailed to them was answered within twenty minutes. They asked me to e-mail a copy of the bd-340i invoice (which I don't know why because I registered the drive on the day I received it in the mail) anyway I sent them a copy and on the reply e-mail I received from HP was that indeed it is covered under the warranty. I was told to contact the accessories department at 1-866-694-7633. OK this is where it starts getting good. I called the number on 8/19/2011 and was talking to a support rep. and after telling her the situation she asked me if she could put me on hold for two to three minutes of course I said sure, 45 minutes on hold when I hear a click and she hung up on me. On a scale of 1 to 10 of being pissed off she got me to a 4-5. So I called back and got another phone support rep. told her what just happened and she said "I'm sorry that happened but not to worry I'm here to resolve the problem you are having". (If I was able to cash in on all the crap that HP teaches these reps. on how to sweet talk the customer I could buy 4 or 5 bd burners) I once again explained that e-mail support determined that it is in fact that my blu-ray burner is faulty and it does fall under warranty and it will either be fixed or replaced. She then replied "Sir, may I put you on hold for 2 to 3 minutes so I can check with my supervisor" (here we go again) I said sure, but don't hang up on me like the other rep. did. She said not to worry. Well about 15-20 minutes pass and here I am listening to all the crap of how good HP products are and how they stand behind their name and customers come first. At least play music while your on hold not the brain washing product boasting crap, something you don't want to hear after dealing with a warranty issue for the last 3 to 4 hours.

So, the rep. comes back and says "I'm sorry sir, I'm still trying to handle this matter". (what matter is there to handle, its a warranty issue that clearly shows that the invoice I sent them shows my product failed under the one year warranty and it either has to be fixed or replaced, period) so she puts me back on hold. (This is where that 1 to 10 pissed off scale comes back into play). I was on hold for 1 hour an 25 minutes total when she comes back and says "I'm sorry sir for the wait but someone will have to call you back on Monday the 21st. You have to be kidding me all that time wasted for nothing done. I did not say what I really wanted to say to her in fear that the next time I called I would be placed on hold until winter came. So, Monday came around and no return phone call from HP, so I called them and was told that "oh yes your paper work is right here, and I will forward it over to the accessories department" (wasn't that suppose to been done last week, what do they do over there wait till a customer starts to really {Content Removed: Language Filter Evasion} about the matter before it goes to the next process) I was told I would be receiving an e-mail stating that the accessories department received the paper work and a second e-mail with a return conformation and instructions on where to return the bd burner. Well I did get an e-mail from the accessories department on Monday the 22nd saying they got my paperwork but here it is Tuesday Aug. 23rd at 7:45pm still waiting for a return authorization (oh I forgot, I have to call them again and do a little more {Content Removed: Language Filter Evasion} so it can go to the next stage)

HP WHAT THE HELL IS WRONG WITH YOUR COMPANY!!!!!!!!

If anyone is interested in hearing the conclusion of "HP THE COMPANY FROM HELL" reply to my saga and I'll let you know once I know what the hell is going on with a company that does not like to handle warranty issues.

[JeffHelp1]

08/24/11 - Jeff reached out to customer