Try as they might, HP just seems to be incapable of getting David’s repair right. When repairing his wireless card that was damaged in a previous repair, they broke the motherboard. Fixing the motherboard, they broke the screen connector. And so on. Even the replacement computer they gave him started to fail, and then they failed at fixing that correctly. This ridiculous dance has been going on for 8 months.
After the story of a deaf and bed-bound girl whose laptop had been bouncing back and forth between Best Buy Geek Squad repair for 3 months went up on Consumerist, the ambassador for Geek Squad City, Randy Ratliff, reached out to help. “The buck stops here!” he said in his email. And of all the many who say that, he’s one of the few to mean it. He investigated the issue and now Jenni’s sister has a new laptop.
Jenni’s sister is disabled and bed-bound, and her laptop is her portal to the world. So when her HP laptop had to go in for repair, it was a big deal. It was an even bigger deal after the Geek Squad spent over a month dickering with the repair and while it was in their hands, the warranty ran out. Now Geek Squad won’t give it back unless the full out of warranty price is paid, and HP says it’s not their problem, it’s Geek Squad’s. Meanwhile it’s been almost three months and Jenni’s sister has no computer.
Donni is totally stoked! She bought a refurb HP laptop that kicked the bucket after its 90-day warranty expired. She gave up hope but then HP randomly sent her an email asking her if she wanted to renew her warranty. Donni called them up and they scratched their heads and said, yeah, that shouldn’t have happened, but they went ahead and let her get the warranty and replace her laptop anyway. For this reason, Donni is very happy with HP.
We get a lot of complaints from readers about their HP computers and the company’s customer service. But one person who won’t be complaining is the U.S. soldier whose HP notebook took six bullets intended for him.
Terry is a graduate student, and doesn’t really need to be shipping his only computer off for repairs every few months. If the computer is unplugged while asleep, the display refuses to come back on. He paid extra for an “in-home” warranty, so why does he have to keep mailing his computer to HP so they can not really fix it? He tells Consumerist that HP really seems to want him to leave him alone, being consistently rude. Even the person who answered the phone at executive customer service called him an “angry person with a phone number.” Maybe he wouldn’t be so angry if he had a working computer.
Consumer electronics have this terrible, terrible habit of breaking down shortly after the manufacturer’s warranty is up. In Eva’s case, the battery of her HP laptop self-destructed just two weeks after her original warranty ended. She thought that perhaps since her battery had started failing during the warranty period, they might give her a break. Nope. Thus began her battle of wills with R., the HP call center supervisor who can’t help you, but answers to no one.
We can just hear it now: “Your tablet is so stupid, it thought a quarterback was a refund!” Hewlett-Packard hasn’t released their TouchPad tablet computer yet, but already they’re smack-talking iPad and Android devices and claiming it’ll be the best one ever in the whole entire world. So there!
HP apparently sent some customers too many emails recently by accident. So they sent out an apology to them, via email. No doubt they will realize this additional email was an unwanted further intrusion and send out another email to apologize for it.
Installing a different operating system on a computer does not change its hardware. This is a simple enough concept…unless you work in technical support for HP. Their phone tech support have joined their Geek Squad brethren in insisting that a Linux-infested laptop was no longer under warranty.
Kyle didn’t want to put Windows back on his netbook just so his problem would fit phone support’s standard script. He tried to make tech support see logic…and eventually they did. (Or gave him a new battery so he would go away, but the end result is the same.)
Dan made a boo-boo and now he’s blue-blue. He broke his wife’s laptop and decided to replace it with a HP DV6t Special Edition laptop, picking one up for himself too. But he’s not the only one suffering from discoloration, so are his laptops’ screens. They’re continually afflicted by the dread “Blue Screen of Death.” He’s called and complained and exchanged the laptops several times, but each time, BSOD. They’re on laptops 7 & 8 now. What’s the deal?
Maybe photo-printing service Snapfish wasn’t purchased by HP. No, the company just might have been acquired by Santa Claus. This holiday season, they just couldn’t stop giving things away. When Paige’s mother was missing half of the envelopes for her order of 40 holiday cards, Snapfish was quick to send new ones. Three times over.
Stacey is a longtime customer of HP’s Snapfish service. She tells Consumerist that she wasn’t able to get her photo calendars ordered until December 19th. No worries, though: the shipping deadlines on the site said that they’d be able to get the calendar out in plenty of time if she paid for two-day shipping. Except this turned out to not be, strictly speaking, true. Stacey found herself without her palnned gifts and suck on the phone with a customer service agent whose entire job, it seemed, is to “listen to people complain and then to explain how busy HP is.”
A few weeks ago, we shared Karina’s complaint about Snapfish. She wrote that when she took advantage of a “buy one photobook, get two free” deal, the company kept canceling her order instead of printing the books. Shawn has the opposite problem: Snapfish sent him another copy that he never asked for of a book that he had already printed. Of course, they haven’t charged him. Is there some kind of Law of Conservation of Photobooks at work here?
If a company’s software won’t work with its own products, whose problem is that? Chris reports that HP seems to believe that because their own software won’t work with one of their own products (for which it was recommended) that this is his problem.
Charlie sent in his HP Mini for repair after the keyboard and mouse stopped working. They denied his warranty repair by saying that a loose tape was caused by water damage, which, while not only unlikely on the face of it, seemed impossible to Charlie as he babies his computers like they were FabergÃ© eggs. So he launched his campaign on HP upper management…
Talk about buyer’s remorse. Hours after David bought a new laptop from HP with a $150 off coupon, they rolled out a $200 off coupon. HP’s first suggestion to solve this was that David should buy a second laptop at the reduced price and then return it. Excuuuuuse me?
Law Student writes in with an objection to HP’s repair service, which twice sent back his laptop even more broken than it was when he sent it in. Now HP wants another crack at the machine but he’s leery of giving the company another shot.