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They are more interested in money & sales than the happiness of their customers and their products!
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This is based on my personal experience from 1/09-5/12. ** I had a computer built for my specs that cost me $3000 in 1/09. As soon as I got the unit, I was having problems out of it. I started calling HP right away and they had me fixing my unit over the phone. I am not a computer tech. That is what I bought the extended warranty for. I sent my unit in 3 times in 2010 all for the same issues. I got it back in the same condition it was in when I sent it in except for the last time when I got it back, it was in worse condition. It was broken even more due to HP's negligence. I was very furious. I didn't call them and let them know. The last time it was sent in was 11/10. I was not going to deal with them as they were not holding up their contract to fix my unit. I am a U.S. Army Retired Veteran. In 3/11 I ended up going into the hospital for a while. When I got out, I called HP in 9/11 to get my unit fixed. They told me that my warranty was out and I would have to pay for it out of pocket & it would cost me about $400-$500 to get it fixed. So, I called the Corporation trying to get a hold of Meg Whitman and they would not transfer me to her office. I got transferred to some case management dept. Case Manager Martin tried to help me, gave me a case #, but was not real helpful. He told me that my repair ticket numbers were in the archives b/c they were over 12 months and they can't get them out and he can't pull them up. That made me more mad. Then I was transferred to some Customer Service Lead Case Management Dept where I spoke to Loraine I think and she gave me another case #, & she wasn't helpful either. She told me I needed to speak back to Martin. I didn't want to do that. So I ended up speaking to another case manager named Justin with yet another case #. He told me that if I could get the repair ticket numbers then he would be able to assist me. Unfortunately, I tried to do that by calling everyone I could to get the numbers, but no luck. I had bought a HP Mini for Christmas for myself in 2010. I registered the unit when I opened it up. My warranty ran out in 2011. I purchased another in 2011. I received an email from the company asking me for the date of purchase, the serial number and the product number. I was furious and wrote them back with a rude hate email telling them the same thing that HP told me about my old unit. "I'm sorry, but it is in my archive and I can't get it out as it has been over 12 months. You should have all the information from when I registered my unit, so look it up"! And then I went into the whole spill over my old unit and how they don't take care of their customers and they are just out for the customers money and I will never buy another electronic from HP ever again and I will spread the word to all my family and friends to never buy from HP and that I was going to my local news station to give my story and that I am going to give them a bad rep and so on...I had already put in a complaint to the BBB the day before I sent the email. The next day I received a phone call from another case manager Tim. Another case #. He gave me the option to either get a new unit or send mine in to get fixed. I chose to get mine fixed. He set it up to where I had a 90 day warranty and I didn't have to pay anything to get it fixed. He sent out a box, but the box was too small (strike one). He set up another order for another box, but that one went to my old address (strike 2). He set up another order for another box and that one made it. I sent in my unit on 2/9/12 and they received it 2/10/12. They sent me a site for me to log into to check the progress and when I would receive my unit back and it said 2/17/12. Then I started receiving calls of when I would receive my unit back 2/27/12. Tim had sent me an offer of a replacement unit. I called him and asked him what it was all about and he said that it was a better unit than what I had and to accept the terms and email it back to him. I did just that. I got another call 3/12/12 and that they were waiting on a part for my unit and that my unit was malfunctioning. Tim got back to me and said that that unit had been taken off the market and sent me another offer for a replacement unit. This one was still better than my old unit but less than the offer before. Got another call 3/27/12 still waiting on a part. Heard from Tim again and that unit offer was taken off the market also. He sent me another replacement offer and this one was less than both of the offers before and less than what my old unit is. I was not going to accept this one. In the meantime, I received my unit back. I opened the box took out the unit and OMG I was freaking out, very irate, fuming, you name it. I screamed to the top of my lungs. Someone had to have taken my unit home and used it as a personal computer and HP did nothing to it. There was personal stickers on the top of my unit (kitty cats and other decorative stickers), my personal mouse that I paid $100 from HP didn't get returned to me, my personal plug in adapter that I bought for my unit b/c the one that came with it caught on fire and melted due to my unit malfunctioning (due to HP's negligence) didn't get returned to me and the most important thing of all, my entire unit was GUTTED!!! All that was returned to me was an EMPTY SHELL!!! $3000 down the drain. So, I searched on the HP website for the unit I wanted with the specs I wanted in it and emailed that to Tim and told him to get back to me with that. He did and said that was too much of an upgrade. He downgraded it some and said this is it, I will meet you 1/2 way. I called him and said that is not fair and we talked about it a bit & he asked me if I got my unit back and I said, "You don't want to go there"! I told him the story and he said that my case just went from bad to worse and that I deserved that unit I emailed him plus more and he would get to work on it and get back to me. I waited and waited and didn't hear from him for over 2 weeks so I called him back. He told me, "I'm sorry, but we can't do anything for you. We can't replace your unit. The only thing we can do for you is give you a $125 gift certificate". OH NO!!! I am going to take matters into my own hands now. They don't know what is coming or what is going to hit them in the face!!! Just like I said, they don't care about their customers and their products, only sales and money. They know I have had problems since I have had the unit as Tim pulled up ALL my records and my repair ticket numbers so they can't deny that. He also said that they weren't going to replace my unit b/c I didn't pay for my unit to be repaired when it was sent in. Tim set it up as it was on a 90 day warranty so it was covered for repairs. LIARS!!! They have stolen my unit plain and simple.
So, here we go again, to my previous posting. After posting my review, I had gone to my local Sheriff's Station and filed charges on Hewlett Packard for theft of my computer. The Deputy that is in charge of my case took a bunch of pictures and my 7 page complaint form that I typed out for him. I signed all the papers and was told to come back in a week to pick up the report so I could use it for a civil lawsuit.
I then contacted my local News Station and gave them the story to see if they thought it was good enough for them to print and put on the air. They were very interested and wanted the story and asked me if I was willing to go on camera and tell my story. I said, "Yes, absolutely"! I am willing to tell the whole world what HP is all about and to never buy any products from them as they do not take care of their customers or the products they buy from their company!!! I will give them a bad reputation so that this does not ever happen to anyone ever again. I am that upset and irate at this company for doing what they did to me over this computer.
I then contacted an attorney that is out of California that deals with big corporations. They have dealt with HP before. I spoke with someone and pitched her my story and everything that HP did to me from 2009-2012 and gave her every little detail. I even emailed her all the information I had. She said that I had a very BIG case against HP. She said she is going to get back to me in a day or two.
On another note, since all of this has happened, on the 5/25/12 I received a phone call and an email from another case manager with another case # about my old unit. She wanted me to call her as she stated that I requested someone contact me regarding my unit. I never requested for anyone to contact me back. I called her on Monday 5/28/12 and I told her that I was told to record all phone calls made and received to and from HP. She said that was fine. She said she wanted to make everything that was wronged right and that she was sorry that this happened. This was unacceptable. My husband was yelling in the background and I was upset. One thing that was mentioned was about the personal stickers put on top of the unit and that there is 2 hairs stuck under the stickers. DNA proof that someone else had my unit and used it for personal use. Another thing that was mentioned was the fact of the weight of the unit. They weighed my complete unit in a box and the weight was 12lbs. Then they (or someone) gutted my unit, packed it in the box and shipped it out by FedEx. FedEx picked it up and when it got to their facility, they weighed it there. This is where HP REALLY MESSED UP!!! When they weighed it, it only weighed 7lbs. You tell me where the other 5lbs went? How stupid was that? They are so caught!!! Why would they even do this to a customer? Anyway, Michelle the case manager wants to replace my unit now with the unit that I asked for originally in the first place with the other case manager I was working with. Why couldn't Tim just get it authorized the first time instead of it getting to this point? I asked Michelle the same question and she said that she wanted to give me the right answer and an honest answer, but the answer she gave me was neither the right answer or an honest answer. It was a bogus answer. The offer she has sent to me is great. I would love to accept it, but if I do, that means I would have to turn in the only evidence I have that HP destroyed my unit. So now I am at a stand still. What do I do? Do I take the offer or do I wait and talk to the lawyer and go through with the lawsuit? I need some help with the decision. Is there anybody out there that can help me?
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