HP "Support" Crisis - Any advice gratefully received!

sjhoward

I have a three-year-old laptop with a dodgy screen. Just before the warranty ran out, the screen broke completely - but, unfortunately, this was right before my exams, so I couldn't agree to HP's suggestion of sending it off for three days to get it fixed. I asked if I could delay the fixing by a couple of weeks, and they point blank refused. So I spent cash on an external monitor, with which the laptop worked fine, and a £138.65 Next Day On-site warranty.

So the exams ended, and I called HP, who duly despactched an engineer. He failed to fix it. I've now had engineers every day for the last week, and none of them have been able to fix it. Now, one week after I reported the fault, the laptop doesn't work at all (won't even start up), and is physically damaged - much worse off than when I started. I've been blogging the full experience on my site, so for full (excruciating) details see here.

The problem is, I can't find anyone at HP who will actually listen to the complaint - ie, it's taken them one week to destroy my laptop instead of one day to fix a dodgy screen. They just seem to like reading the same repetitive script.

Where on Earth can I go next to sort this out? I'm back to uni in a couple of weeks, and need a working laptop.

Astaroth

Short of writing to one of their senior managers at the headquarters in Bracknell there is little to you can do with their call centre other than hope that one of the engineers that comes out is actually able to fix it. (presumably there is personal data on the computer that you wouldnt want to lose by forcing them to replace or refund the item)

sjhoward

The personal data isn't a huge problem, as everything's backed up.

shilling

and you'll be the one paying in the end as your premiums will go up!

write a letter to their chief executive, send it recorded/signature required. if you
don't hear from them within a week, write again, and again and again. they can't ignore you forever....

if you need inspiration for writing watch the shawshank redemption! :-)

You could also get it fixed by a local shop, some of these guys are better than any company engineer! and then send the bill to HP.