I received a new HP desktop computer on July 27,2011 for the purchase price of $2300. Upon receipt the D: drive was full.I was having difficulty with performance and called Dawn at HP customer service and was told that the D: was supposed to be full. I requested her supervisor (Jet). He transferred me back to Dawn stating she was qualified to handle this problem. Dawn transferred me to the Hardware Supervisor (Manju) who was to ship new Recovery Disks at N/C. She stated D; drive should only be 60% full and I would have to reinstall operating programs that were oringinally installed at the factory. I was required to back up all of my data files however the new computer would not let me back up to my external Seagate hard drive. I tried to back up to CD’s twice and the computer locked up at 48%. I started reinstalling the Recovery Disks the following morning. I was told this operation should take 2 hours. At 6:37 PM the recovery was not completed and Talked to Ryan at HP. He stated the recovery should take 8+ hours. After 20 hours I finally stopped the process and called HP at 9:00 AM the following morning and talked to (Jane). I received no satisfaction and asked to talk to her supervisor. She stated she could not transfer me until she completed all her documentation and then asked how many cables are connected to the CPU (why?). I requested her supervisor 3 more times and was finally transferred to (Gayata). She then had to review all the documentation and then update her additional documentation which placed me on hold for over 10 minutes. After no satisfaction and my insistance she transferred me to the Escalation Dept.(Ben). He was a smooth talker and acted like my best friend and I could call him any time and he would solve my problem ( he was never available). He stated that I have IN Home Repair Service. He will ship a new Hard Drive (he admitted mine was bad) today and have a local tech come to the house Thursday to install the hard drive and reinstall the recovery disks. It is now over two months and I still have an expensive piece of hardware that does not work and I have lost two months of work. Michael Laney the local HP tech called two days later and stated he would be by tomarrow to pick up the new hard drive since he was responsible for it. He did not know anything about installation. He was rude and acted like he was doing me a favor. He stated he did not have the time to stay until the recovery was completed, but he would get it started. He called (Douglas) to bring him up to date and was cut off. He replaced the call and this time talked to (Ben, my best friend?) and was told that I was to return the disk with the prepaid lable they had enclosed and he was to do the recovery. He arrived the following day and replaced the hard drive and received the error message “Cannot proceed HD is smaller size. A call to HP and a long hold listening to “Your call is important to us” and then started the installation again which the HD accepted. The HD was the same size but the computer would not reconize it for some reason. He started the recovery and left after 50 minutes. I requested a business card and he stated HP did not permit him to carry business cards. Recovery disks did not complete the recovery and I shut the machine down after 20 hours. The next morning I called and left word for Ben to call. He never did. When I finally did talk to him he refused to replace the CPU stating that HP was not in the business of replacing computers and he would ship a pick up carton and repair my CPU. Another week of lost time. I asked for his supervisor and he stated that supervisors were not permitted to come to the phone and he could not transfer me.
I called HP headquarters in California and asked to talk to Meg Whitman CEO of HP. Dennis answered and informed me the CEO was not available and he would forward my problem to the Executive Case Manager who would call me in 1-2 business days. Derrick returned my call and identified himself as the Executative Case Manager and again stated that it is HP policy to repair and not replace and this is final. October 5,2011 Tod from HP called to verify the serial numbr of my computer since their records showed it was owned by Jerome Green. There was one number off between his computer and mine and HP had confused the two and this had caused an internal problem for HP and the local tech.
The repaired CPU was delivered on 10/7/11 and the packing slip stated the “memory was repaired”.
10/10/11 the new printer failed and would only print one line per page. Back to HP again and who answers the phone but Dennis the Executive Case manager. Supervisors will not come to the phone or return calls but here is an Executive Case Manager answering the phone in the Customer Service Department. Sounds a little fishy. In either case he could not help me and transferred me to the Printer Department. I won’t go into this area but they did ship a new printer.
10/20/11 Ben called to follow up on the computer repair (all sugar and spice). He had no concern for my two months of down time due to the poor quality of their product, their mix up of serial numbers and the incompetence of the customer service employees. However they did repair the CPU which does run slower then originality received and is not the computer I paid for.
I have been a faithful customer of HP for years but I am afraid that HP has lost a customer, and word of mouth is the best form of advertisement.
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