mnsjd5: Hewlett Packard Poor Customer Service to me and my MOM

[SedonaF]

http://h30434.www3.hp.com/t5/Notebook-Hardware/Completely-Disappointed-and-no-longer-a-customer/m-p/...

I am going to tell the tactics that HP did last month and to ME today.  January 2010 my Mom bought her very first laptop an HP. My Mom is 81 years old she waited until Easter when I came home from out of state to open her unopened laptop box.  I install the internet and antivirus software.  Two months later I called my Mom and asked how her laptop was working, only for her to tell me it quit working. Total usage three times the hard drive failed.  I could not believe it.   I had my Mom called customer service which she got an outsourced customer rep. and Indian woman who my Mom said she could not even understand.  After getting her Case # she was informed to fax the receipt to 866-304-1252 Warranty.  Since I work in an office I had my Mom mail me the technical support book and her receipt. and all the information she had written down, model number,serial number and Product number.  October 18, 2011 I talked to Jeremy- spoke good english with a hint of he was from India. He told me my Mom's laptop warranty had expired only good for 90 days.  The tech book said it's warranty was for one year.  He verified all my Mom's information.  He asked for my Mom's email address I told him we did not get to set her up one due to the fact the laptop failed. So I gave him mine.  I asked if he would called me since I was going to be the one handling my Mom's problem, he said yes.  I verified the fax number to send the receipt but he to me to us another number 800-576-1765. He said they would call or send me an email. Up until yesterday no message or call from HP to me or my Mom.   I went to work early this morning before 6:30am and called HP and who should I get . . Jeremy AGAIN.  Let the nightmare begin.  I explain only after giving the Case number he said he had no record of me calling HP nor getting a fax. I have copies of fax verification that the fax did go through. He said that the case number was under another name and it was not my Mom's name. For one hour Jeremy repeated this over What's your name?? What's the case number???? May I have your telephone number please????? I am sorry Mary it will be just a second. (5 minutes of silence) Hello  . .Hello are you sill there???? When I replied yes.  May I have your name again please??? Phone number???  Case number /???email address????  Just a second.  Silence for 5 minutes. Are you there hello? May I have your name please???. . . .you get what I am saying.  HP would you believe your customer service rep did this with me for an hour????? Finally getting heated I asked how many times are you going to ask me this????  I would like to speak to someone in America.  He told me there was no Hewlett Packard companies in the US. My parting words to Jeremy was " Oh yes Jeremy I just wanted you to know that I have been recording our conversation the whole time."  It is amazing how thinking someone has caught you in the act makes you shut up!  Then I said Thank you for NOTHING!!  I did find HP Headquarters in TX and wouldn't you have guessed, dialed the number only to be ringing back into the customer rep lotto. . .hmm who will I get next Jeremy again? I am sure that being on here will not help my Mom but I want them to know what a shotty product and customer service representatives they have and how they have nerve to rip you off like a thief with no conscious. My only regret is my Mom 1st laptop purchase was your inferior product. I feel so bad for my Mom that I have not even called her yet to tell her that she has just been crapped by a company who product she purchased.. So ladies and gentlemen spread the word, Tell anyone and everyone about HP. They are not looking at our complaints anyway nor do they care about their customers. So HP I see bankruptcy in your imminent future, please don't be asking for a bailout!! {Content Removed}

[JeffHelp1]

11/15/11- Jeff reached out to customer