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Review 5/5/2011
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My complaint stems from the middle of April this year. I have called and tried to get a hold of someone in customer/technical service almost 10 times now. Every time I call, the person I talk to makes a different excuse or adds to the problem of why they won't repair my computer which is in warranty, unless I pay $350. Originally, I was told that my keyboard suffered liquid damage. That was impossible, as my computer has been on a desk since the day I bought it about 9 months ago. Then, they told me that I was the cause of a broken internal connector of the laptop, that connects the keyboard to the motherboard. That part is not accessible, unless the whole computer is disassembled. I did not disassemble the computer, nor would I know how, this was done at the repair facility.
On consequent phone calls, I was informed that the motherboard of my computer had suffered liquid damage and showed corrosion, and that it could have been caused by a humid environment. My computer has been in a closed computer office that has minimal humidity. So now the story has changed three times. The original liquid damage to the keyboard has now shifted to the motherboard and has become corrosion. Also, the keyboard connector was broken. Upon requesting photographs of the liquid damage, I was sent photos of what looks like internal circuitry, which show no liquid damage or corrosion at all, even according to 3 different Geek Squad certified computer technicians. The computer is in warranty. It should be repaired without cost.
Then, when I mentioned the BBB and that I was going to file a complaint, they magically said they would cut the cost of repair in half, with no hesitation at all. It seemed like just because I mentioned I would go to anything to make my complaints known, the manager got scared and offered a reduced price. But that is not what I want. My computer, being in warranty, needs to be fixed for free. I already shoved $40 to mail my computer to get it repaired.
I will NEVER EVER buy an HP product again, and neither will I recommend HP to anyone, and trust me, I know a lot of people who ask me for advice when purchasing electronics.
Oh, did I mention that I haven't had a working computer for almost a month now?
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