Man, has anyone out there had a major fiasco with trying to get your computer repaired at Hp's repair center? Sometime around June 12th 2011 I shipped them my desktop because of a boot-up problem. I was unable to create a back-up because the computer would freeze up in the middle of creating a back-up DVD. I sent them a note detailing this and asked them to PLEASE try to save all my PICS and Videos and DOCS that were in there. Sometime around June 16th I realized I was leaving on vacation on the 30th. So I called and requested a rush repair. To see if I could get the computer back before I left. The very next day I got an e-mail telling me they had repaired the computer and it was being shipped back to me. I think it was June 22 when I received it back. They just yanked out the hard drive and replaced it. I lost everything I'd put in the past 3 years! I actually have my doubts that they even tested it?! They also replaced the optical drive. Upon removing the computer from the box I noticed that the front panel (Bezel) was broken. So, as per their instructions to report any damage within 24 hrs, I called them. It had been about 5 hours since receiving the box from Fed-EX. They assured me they would replace the front panel and I should have it long before I left for vacation on the 30th. While I had the guy on the phone I inquired about the replacement optical drive. I asked if it was just like the old one, which was a Blu-Ray writer that I paid Hp an extra $320 for when I ordered the computer. His exact words were: "whatever was in your computer is what we put back into it!" WRONG! I got curious and pulled up the hardware list in the system and saw that they had installed a Hp CH20L-which is NOT a Blu-Ray writer (only a reader). Whereas the old drive was a GV310-AV. They proceeded to "check" on a replacement for about the next week or so and FINALLY admitted that they couldn't get the GV310-AV anymore. Or, as they put it; "It isn't available to Hp anymore".
At this time they gave me another Tel# to call-I got someone in the Phillipines. After another (approx) 7 calls and explaining my problem to each one of them (OVER AND OVER!) They finally gave me a number for an "elevated case" manager. GUESS WHAT? That's right-I got to explain the whole mess AGAIN! And get this! He even argued that they did NOT replace the optical drive! And asked my to fax him a copy of my repair paperwork! You mean to tell me that a "Communication Giant" the size of Hp can't even view their OWN paperwork without the customer faxing them a copy of it?! By this time another week had gone by and I went on vacation. (The new bezel did NOT arrive before I left for vacation OR while I was gone!) Now it's approx. July 10th. The elevated case manager told me the same thing about the drive not being available to Hp any longer and offered me a $120 gift cert. from the Hp Store. I said NO! Why in the world would I accept a $120 for something I paid $320 for 3 yrs ago?! So I said: "Fine! If YOU can't find one then I"LL find one online and Hp can pay for it for me!" I found a place that had TEN of them-NEW-SAME EXACT MODEL! They were $454. I e-mailed him and told him where they were and he refused to pay for it. I even offered to accept the original $320 from them and pay the difference out of pocket! He still refused! By this time almost a month had gone by. To say the least I was very frustrated with Hp! So I went on their site where you can e-mail the CEO of Hp about concerns. And, YEP! You guessed it! I got to explain this whole fiasco again! Within 2 days I received a call from the same case mngr stating that he had received word I contacted Hp about the problem. He vowed to work on it further. Another week went by without word. So I e-mailed the CEO again. The case mngr assured me he was working on the problem. After the 5th week of going thru all this crap he called and said he had been authorized to offer me the original $320 I paid for the drive 3 yrs ago. (Which I had offered to accept 3 wks prior and they rejected!) He said he would send me all this in an e-mail and I had to reply stating that ALL issues with Hp would be resolved with a check for $320. So, I asked him: "What about the broken bezel on my computer case?" He said I should call the Jeffersonville, In. repair facility and take up that matter with them. BUT that HIS offer would only be good for 10 days! CAN YOU BELIEVE THAT?!! So NOW I'm back on the phone with the repair facility, again! (July 28th). FINALLY I get the truth about the bezel! It's an "end of life" computer and the parts are no longer available for the case. AND, this is the same guy I had originally talked to about my problems! Surely they knew (at least!) within a week of knowing WHAT the damaged part was that it was no longer available! Yet they never bothered to contact me and tell me this! He said he'd try to find a used one if I'd accept it (which was ok!). He called back and said they couldn't find one and I should re-contact the "Elevated Case Mngr" and see if he would add-on to the $320, a compensation for the broken part. By the way, by this time I had gone online again and found the part myself-it was $41.16. As I expected he refused to add any further compensation. So, I accepted the $320 offer. My biggest questions are these: If I went online and found these parts within hours, why couldn't THEY have done the same thing?! AND, Why didn't the repair facility take action when I first reported the damage? WHY didn't they just file a claim with Fed-Ex and have Fed-Ex pay for the damage?! AND, WHY ON EARTH did it take 5 weeks to get it even partially resolved?! I'm really sorry the blog is so long and drawn-out! But EVERYTHING I've said actually happened, and is absolutely the truth! As I told Hp; I ran a Customer Service Dept up until I retired (last year). And if one of my people would have treated a customer the way I was treated by Hp, they would be looking for a job! REMEMBER THIS Hp C/S Dept.: When all the customers go away- YOU go away too!
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