Just what I need 16 days before I move to the other side of the world.....HP cannot repair my laptop.
I bought it in August, in November the screen started flickering. Sent it to HP, they received it Dec 5th, guaranteed to have it back to me in 3-5 days. Today is January 16, 2007 and I STILL don't have it back!! During that time, HP didn't once email or call me to tell me the status, so I made it my personal mission to call them everyday and bug the crap out of them until they gave me some answers. Best answer I got "wow, we've had it a while, it must me really messed up".....Yes, thank you for that Mr. call centre.
So, I finally found out that the part they needed was on back-order and they couldn't tell me when it would come in.
As of 2 weeks ago I was assigned a "case manager" that would call me to discuss options. I asked for her to call my cell phone, since I'm at work all day, and for the past 2 weeks, "LINDA" left messages at my house in the middle of the day saying "Sarah I've been trying to reach you, will try again tomorrow", and she wouldn't leave a number to reach her at!!!! Apparently case managers cannot be reached by phone, you have to wait until they decide to call you. SO, yesterday I changed my home answering machine to say "If this is HP, please call the following #"............ and I waited.....until finally ,SUCCESS!!!
Linda called me yesterday and proceeded to tell me that my options were:
1. I could wait for my laptop to be repaired, but it could take months and months
2. she can return my broken laptop to me
3. she can sent me a credit note for best buy
4. will send me a cheque for the amount I paid
I was furious!!!! I paid $999.00 for my laptop during the back to school sale, but it's normal price was $1299.00, I told her this and she said "not my problem, we don't know when the sales are". I asked for her supervisor "I am the supervisor Sarah".......I then asked for her to send me a replacement laptop and she proceeded to tell me that they don't have any!!! She said they don't have one laptop in the entire factory to send me, and it's not an option....I have to take the money. GRRRRRRRRRRRRRRR
So, now I have to go search for a new laptop, but won't be able to get equivalent of the one I had cuz they aren't on sale anymore. So i told Linda "OK, send me the damn cheque now, so I can go buy anything that isn't HP".....time for the last straw.....Apparently it takes 10 business days for the cheque to be approved and sent to me!!! So she said she would be sending it as soon as she can, and was ready to hang the phone up, until I asked her where she would be mailing it "oh yeah, I guess I need your address, we don't have it on file..." oooooh man....let me tell you, there were tears after that phone call!!!
Sigh.....so now....with 16 days until I leave (and have nothing done) I wait for the cheque, and have to decide on a new laptop.... and I wonder why I can't sleep at night.
moral of the story....DO NOT BUY HP!!! EVER!!!!
I did write a letter to the Better Business Bureau, and will be sending one to the HP head office, but I know nothing will happen.....
I bought it in August, in November the screen started flickering. Sent it to HP, they received it Dec 5th, guaranteed to have it back to me in 3-5 days. Today is January 16, 2007 and I STILL don't have it back!! During that time, HP didn't once email or call me to tell me the status, so I made it my personal mission to call them everyday and bug the crap out of them until they gave me some answers. Best answer I got "wow, we've had it a while, it must me really messed up".....Yes, thank you for that Mr. call centre.
So, I finally found out that the part they needed was on back-order and they couldn't tell me when it would come in.
As of 2 weeks ago I was assigned a "case manager" that would call me to discuss options. I asked for her to call my cell phone, since I'm at work all day, and for the past 2 weeks, "LINDA" left messages at my house in the middle of the day saying "Sarah I've been trying to reach you, will try again tomorrow", and she wouldn't leave a number to reach her at!!!! Apparently case managers cannot be reached by phone, you have to wait until they decide to call you. SO, yesterday I changed my home answering machine to say "If this is HP, please call the following #"............ and I waited.....until finally ,SUCCESS!!!
Linda called me yesterday and proceeded to tell me that my options were:
1. I could wait for my laptop to be repaired, but it could take months and months
2. she can return my broken laptop to me
3. she can sent me a credit note for best buy
4. will send me a cheque for the amount I paid
I was furious!!!! I paid $999.00 for my laptop during the back to school sale, but it's normal price was $1299.00, I told her this and she said "not my problem, we don't know when the sales are". I asked for her supervisor "I am the supervisor Sarah".......I then asked for her to send me a replacement laptop and she proceeded to tell me that they don't have any!!! She said they don't have one laptop in the entire factory to send me, and it's not an option....I have to take the money. GRRRRRRRRRRRRRRR
So, now I have to go search for a new laptop, but won't be able to get equivalent of the one I had cuz they aren't on sale anymore. So i told Linda "OK, send me the damn cheque now, so I can go buy anything that isn't HP".....time for the last straw.....Apparently it takes 10 business days for the cheque to be approved and sent to me!!! So she said she would be sending it as soon as she can, and was ready to hang the phone up, until I asked her where she would be mailing it "oh yeah, I guess I need your address, we don't have it on file..." oooooh man....let me tell you, there were tears after that phone call!!!
Sigh.....so now....with 16 days until I leave (and have nothing done) I wait for the cheque, and have to decide on a new laptop.... and I wonder why I can't sleep at night.
moral of the story....DO NOT BUY HP!!! EVER!!!!
I did write a letter to the Better Business Bureau, and will be sending one to the HP head office, but I know nothing will happen.....
On a brighter note, I went to Laura's family's cottage in Muskoka this weekend and it was funnnnn! 
The view
Laura and I
I LOVE grilled cheese :-)
5 comments:
Sarah,
I was happy to find this post online to realize that I'm not the only one that's going through grief with HP customer care. I've been without a computer for over 3 months now! Yesterday I was told to go to Best Buy to buy a new computer, and that once I faxed in the receipt, they would send me a refund for my original computer. Not only did best buy not have any computers in stock, but I was also in a car accident in the Best Buy parking lot! Oh well. So I went on ebay and bought a Mac!
Hope all your HP woes have worked themselves out!
Sigh it seems that I am in the same boat as you, part on back order and well they did seen me an email tho. Lets hope that it just isn't some Fed-EX guy/gal that wants a free HP product :P
On another note grill cheese sandwiches are awesome
[...]resource[...]
horrible. I live in BD (inside asia). In my country, we don't have hp brunch to buy one. I thought I will buy one from U.S. But, your experience is horrible. Thanks to share with us.
I truly believe that we have reached the point where technology has become one with our world, and I think it is safe to say that we have passed the point of no return in our relationship with technology.
I don't mean this in a bad way, of course! Societal concerns aside... I just hope that as memory gets less expensive, the possibility of transferring our memories onto a digital medium becomes a true reality. It's a fantasy that I daydream about almost every day.
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