HP Repair sent back wrong computer

mon_noir

I sent off a laptop to HP for repair, out of warranty, at a cost of £230. The laptop, acknowledged by HP, was bought in France and had a French keyboard. They did a good job of the repair except the laptop came back with an English keyboard and therefore is totally useless to us.
HP's response has been: there is nothing they can do about; buy a skin to cover the keyboard; send the laptop to France (at my expense) to have the keyboard replaced; have a ink cartridge as compensation; we wont speak to you anymore because the case is closed.
So we are left £230 out of pocket with a useless laptop. Where next please?

neilmcl

Did they send the same laptop back or just give you a refurbished replacement?

What exactly did you agree for them to do for your £230?

Sicard

Ne parlez-vous pas anglais alors?

mon_noir

the repair was because the laptop wouldn't boot up, no power so the repair price was based on that. the casing is the original with the original serial number so i guess they needed to replace the keyboard to fix the problem

neilmcl

Send them a letter before action (LBA) outlining your issues and and demand they replace the keyboard to one that is more usable (I wouldn't have said it was totally useless).

What model of laptop is it?

[Deleted User]

Keep pushing them. Remind them they are a multinational company. Complain on twitter. Get all in their faces!

LG did this to me. I sent off a phone that that was a 32GB model for repair and they sent me back the British 16GB model. It took about 5 weeks but I eventually got my European model back.

mon_noir

Thanks for the advice, I'll do that. you're right it isn't completely useless however !, à ç ô takes twice as long on an english keyboard!

mon_noir

Success! Thanks to suggestion by neilmcl, I sent off a letter to HP HQ in Hammersmith, just addressed to 'customer service' outlining the problem and saying a LBA would follow unless I had a reply in 30 days... Today, 10 days later a HP rep called to say they had looked into the case, there was no way that they could rectify the keyboard issue but instead they would refund the total cost of the repair.
Better than expected result, so thanks again for the sensible suggestion. BB

lammy82

Now just change your keyboard settings to French and you can use it as if it were a French keyboard (you can touch-type, right? )

powerful_Rogue

mon_noir wrote: »

Success! Thanks to suggestion by neilmcl, I sent off a letter to HP HQ in Hammersmith, just addressed to 'customer service' outlining the problem and saying a LBA would follow unless I had a reply in 30 days... Today, 10 days later a HP rep called to say they had looked into the case, there was no way that they could rectify the keyboard issue but instead they would refund the total cost of the repair.
Better than expected result, so thanks again for the sensible suggestion. BB

So in your original post you said the keyboard was useless, but now they have refunded and you still have the same keyboard everything's good?

I can't get my head around why that is a 'better then expected' result as I would have thought them changing the keyboard would have been the result you was after?

[Deleted User]

Or... just put some french keyboard stickers over the current keyboard and change the OS language settings!!

https://www.amazon.co.uk/Keyboard-Stickers-transparent-background-alternative/dp/B01BW91MA4/

Getting the repair refunded is a great result. Now you can turn your keyboard froggy