HP Ruins Yet Another Laptop Repair—Three Times And Counting

HP Ruins Yet Another Laptop Repair—Three Times And Counting

Tyler needs his laptop repaired, but he’s got the bad luck to own an HP product. If you read Consumerist regularly you know that Hewlett-Packard has one of the worst track records for taking care of its customers. The last time we posted a complaint, the person who reached out to us from the corporate side was a third party at a PR firm hired by HP, if that tells you anything about how little they care about doing a good job. Read Tyler’s recap below and remember it the next time you’re in the market for a computer.

HP Calls About Pants Burnin' Laptop

HP Calls About Pants Burnin' Laptop

HP called Consumerist about our inquiry about Jillian’s sparking and flaming HP dv2845se laptop adapter that she says burned a hole in her pants and caused a welt on her leg. Jillian had also alleged that HP customer service, regular and escalated, was both unresponsive and rude. HP told us….

HP Adapter Catches Fire, Burns Pants, Execs Ignore

HP Adapter Catches Fire, Burns Pants, Execs Ignore

UPDATE: HP Calls About Pants Burnin’ Laptop

HP Will Fix Your O And P Keys For $298…Oh Hell Just Buy A New Laptop

HP Will Fix Your O And P Keys For $298…Oh Hell Just Buy A New Laptop

Randy tried to get new O and P keys for his HP laptop. The outsourced, English-is-not-his-first-language, customer service rep won’t sell or send him the keys and instead insists that Randy sit in for a $298 repair. Blithely indifferent to Randy’s increasing incredulity and rage, the customer service rep suggests that for that amount of money, Randy should just buy a new laptop for $400. That’s right, a new laptop because two of the keys are bad. The ridiculous chat transcript, inside…

Reader Uses HP Executive Customer Service Number, Great Success!

Reader Uses HP Executive Customer Service Number, Great Success!

Chris reports getting sweet satisfaction from HP after he searched for their executive customer service number on our site and gave them a ring:

HP Makes Up For Sending Reader "Repaired" Laptop Filled With Viruses

HP Makes Up For Sending Reader "Repaired" Laptop Filled With Viruses

Aaron is happy to report that he has gotten resolution with his complaint about HP’s repair center sending him back his laptop filled with viruses. Good thing for HP that Aaron is honest, otherwise he could probably have three laptops right now, as three different HP reps contacted him about his story. On March 9th he wrote us:

After Massive Runaround, HP Sends Your Laptop Back Filled With Viruses

After Massive Runaround, HP Sends Your Laptop Back Filled With Viruses

HP is known for its incompetent repair process, but what makes Aaron’s case special is that at the end they decide to kick it up a notch. When he sends his computer in and gets it back from the repair center, HP has so ever so graciously filled it with free spyware and viruses.

Update: HP Laptop Runs 200°F, Support Says "Buy A Cooling Mat"

Update: HP Laptop Runs 200°F, Support Says "Buy A Cooling Mat"

The boy whose HP was running 200°F and was told by tech support to “buy a cooling mat” used some of the higher-up phone numbers readers posted in the comment on the original post to get in touch with a Senior Case Manager. Despite being out of warranty, they reopened the case and had him send in his laptop. Lo and behold, they fixed it! “It is running great now,” writes Travis. Huzzah!

Reach Hewlett-Packard Executivce Customer Service

Reach Hewlett-Packard Executivce Customer Service

Expedite a quagmired Hewlett-Packard issue by calling their executive customer service at 1-800-756-0608 option 7. A guy named Tim Metcalf might be the one who helps you, or Dan or Yunsil. Their lines open at 8am, PST. (Photo: orangegeeky)

HP Laptop Runs 200°F, Support Says "Buy A Cooling Mat"

HP Laptop Runs 200°F, Support Says "Buy A Cooling Mat"

UPDATE: Problem solved.

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Hewlett-Packard Crowned Head Of The Stupid Shipping Gang After Packing 32 Sheets Of Paper In 17 Boxes

Hewlett-Packard Crowned Head Of The Stupid Shipping Gang After Packing 32 Sheets Of Paper In 17 Boxes

Leading the stupid shipping gang takes creative incompetence, and Hewlett-Packard is clearly up to the task. Other companies might have turned to email when faced with the challenge of shipping sixteen software licenses. Not Hewlett-Packard! HP went looking for a box. A really big box, which they filled with sixteen smaller boxes, each containing two precious pieces of paper ensconced in a layer of protective foam.

The Post Office Will Pay Out Your Insurance Claim… If Their Employees Admits To Abuse

The Post Office Will Pay Out Your Insurance Claim… If Their Employees Admits To Abuse

The post office won’t pay Alauna’s insurance claim for a damaged Hewlett-Packard laptop unless one of their employees admits to intentionally abusing her package.

HP Offers To Fix Your Defective Laptop For Free, Then Changes Its Mind. Twice.

HP Offers To Fix Your Defective Laptop For Free, Then Changes Its Mind. Twice.

Reader Amy’s HP laptop is defective and HP offered to fix it for free–then changed its mind and wanted $800. Amy asked them to return the laptop, and when she got it back, she found that it was even more broken than when she sent it in. She contacted HP again and again they offered to fix it for free. This time, they let the laptop sit around for 3 weeks before calling her to let her know that they were voiding her warranty because of “liquid damage.” Amy says the first repair ticket has no mention of this mysterious liquid damage…

This HP Customer Service Rep Thinks He's A Genteel Salesman

This HP Customer Service Rep Thinks He's A Genteel Salesman

A Consumerist reader called HP to ask whether they could help him with a broken computer. They couldn’t, of course, but that didn’t stop the CSR from trying to ever-so-politely upsell a brand new HP computer at a low, low price. Thanks for calling HP Total Care for Desktops! What can we do to put you in a new computer today?

Hungry HP Repair Dept Captures Another Laptop

Hungry HP Repair Dept Captures Another Laptop

You gotta hand it to Hewlett Packard—they’re able to improvise quickly when it comes to making up excuses. Dustin wrote to let us know that so far, over the three weeks that HP has had his laptop in for repair, he’s heard these reasons for why they haven’t sent it back yet:

  • laptop warranty voided because of dog hair under keyboard
  • repair placed on hold because they need to reformat the hard drive
  • hard drive needs to be replaced
  • OS could not be replaced because product sticker in back was gone

It may not surprise you to find out that Dustin sent in the notebook to have the AC jack repaired, because it had started to come loose and the power cord wouldn’t stay securely connected. The keyboard, hard drive, and OS were all just fine.