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HP - Terrible Customer Services

TITEASCRAMP
Posts: 1,744 Forumite
I bought a new laptop for dh for Christmas arrived 24th Dece. Shortly after this the fan or what sounded like the fan started to make an horrendous vibrating sound.
My husband rang hp and they said to return it to them to be fixed.
They collected the laptop on the 7th January. This was the last we saw of it.
Rang them at the end of Jan. They said it was being repaired. Rang them at the beginning of Feb, we then got told the part hadn't even been ordered yet.
Two weeks ago I rang again. This time I was told the laptop was missing, and had been missing since January.
I asked to speak to their complaints dept. Since then I have been speaking to the same gentleman each time I have rang.
He now tells me that the laptop never arrived at hp. I told him all the tales we have been told, parts being ordered etc etc. Last week I was told that its officially missing and that they would get a new machine out to me. I was told this would be here Tues 24th Feb.
Forward to today and it's still not here. I have just rang hp complaints for the millionth time. The gentleman said that it will definately be here today. I asked to speak to his boss as I'm not happy. He goes away, comes back and tells me that the supervisor will not do anything until 6pm because thats how long city link have to deliver the new laptop.
omg I'm so fustrated. What do I do if its not here today. This laptop was £1000. Plus all the money I have spent on the phone to hp.
We have only had use of it for a matter of days, and havent seen it since 7th January.
No one seems capable of sorting anything out.
Can anyone advise me whats the best thing to do.
My husband rang hp and they said to return it to them to be fixed.
They collected the laptop on the 7th January. This was the last we saw of it.
Rang them at the end of Jan. They said it was being repaired. Rang them at the beginning of Feb, we then got told the part hadn't even been ordered yet.
Two weeks ago I rang again. This time I was told the laptop was missing, and had been missing since January.
I asked to speak to their complaints dept. Since then I have been speaking to the same gentleman each time I have rang.
He now tells me that the laptop never arrived at hp. I told him all the tales we have been told, parts being ordered etc etc. Last week I was told that its officially missing and that they would get a new machine out to me. I was told this would be here Tues 24th Feb.
Forward to today and it's still not here. I have just rang hp complaints for the millionth time. The gentleman said that it will definately be here today. I asked to speak to his boss as I'm not happy. He goes away, comes back and tells me that the supervisor will not do anything until 6pm because thats how long city link have to deliver the new laptop.
omg I'm so fustrated. What do I do if its not here today. This laptop was £1000. Plus all the money I have spent on the phone to hp.
We have only had use of it for a matter of days, and havent seen it since 7th January.
No one seems capable of sorting anything out.
Can anyone advise me whats the best thing to do.
0
Comments
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"What do I do if its not here today?"
I understand that you're annoyed/upset about losing the laptop, but... Why didn't you wait the extra 1 hour and 7 minutes until 6pm before posting this? I'd rather not write a long reply to your question only to find the laptop turned up 30mins later!
So... did it arrive?
R0 -
No it didnt arrive.0
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I've also experienced the rubbish customer support of HP & will never use them again. Think your best option would be to insist on a full refund (don't be fobbed off) & go elsewhere. If you paid by credit card, suggest you contact them & discuss stating that you have not received a replacement & that it seems unlikely that you will.0
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I didnt buy it direct from hp.I bought it from play.com
The mistake my dh made was sending it to hp for repair when he should have sent it back to play.com0 -
Although Play.com do not have to abide by the UK sale of goods act as they are not a UK company (Jersey based), so you in fact may have had more trouble with Play then you are having with HP. Do a forum search for Play.com problems and there are quite a few threads with people having problems with them, normally for larger value items as well!!!0
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send a letter of pre court action to Hp head office by recorded delivery that within 14 days you require a new laptop or the full refund of your money otherwise you will take small claims court action against them
it seems from what you say that they are just fobbing you off and a summons issued against the rcompany is going to cost them more
if you do issue a small claims summons dont forget to include costs and interest on the claim form0 -
So sorry you've had crap service, I've had two different laptops go back (both for overheating) in about 2/3 years and they've been fab - the last one was about 10 days ago, updated bios, new fan system, new keyboard and a clean up - Left here on Thurs and was back on Tuesday!Homer: Don't you worry about Wikipedia. We'll change it when we get home.
We'll change a lot of things.0
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