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HP - Avoid at all costs!
jovichick123
Posts: 942 Forumite
Hi all 
Long story, will try to keep it as brief as possible!
My hard drive broke on my laptop over Easter, as it was still under warranty, HP repaired it (or so they said) and sent it back to me. I had it back for about a month and a half and the hard drive failed again... my boyfriend took it to a local computer shop and he advised us that it was best to send back to HP so we went through the whole process again, laptop came back yesterday and now the DVD drive is not recognised on the laptop.
I have called the wonderful (ahem) customer care at HP today only to be told that I need to send the laptop back a third time and if it breaks again, they will replace or refund.
Thing is, the form they sent back with my laptop yesterday says that it has passed all their QA tests with flying colours.. even the boxes that say 'DVD drive checked' etc. have nice neat ticks next to them. When I asked the customer care advisor about this on the phone he stated that 'they don't check things that haven't been reported so they will have only checked your HD'.... surely then, they can't pass my DVD drive for a QA test without even checking it
I wouldn't mind normally, but I am in the final year of my degree, the first time the laptop died, I lost all my dissertation work - the second time, I lost the notes the weekend before it was due to be handed in and I now have 2 months (having had to postpone my graduation to the end of summer) to write an 8000 word essay in.
Who can I complain to as HP are clearly not interested in their customers???
Thanks and apologies for the rant!
Sarah xx
Long story, will try to keep it as brief as possible!
My hard drive broke on my laptop over Easter, as it was still under warranty, HP repaired it (or so they said) and sent it back to me. I had it back for about a month and a half and the hard drive failed again... my boyfriend took it to a local computer shop and he advised us that it was best to send back to HP so we went through the whole process again, laptop came back yesterday and now the DVD drive is not recognised on the laptop.
I have called the wonderful (ahem) customer care at HP today only to be told that I need to send the laptop back a third time and if it breaks again, they will replace or refund.
Thing is, the form they sent back with my laptop yesterday says that it has passed all their QA tests with flying colours.. even the boxes that say 'DVD drive checked' etc. have nice neat ticks next to them. When I asked the customer care advisor about this on the phone he stated that 'they don't check things that haven't been reported so they will have only checked your HD'.... surely then, they can't pass my DVD drive for a QA test without even checking it
I wouldn't mind normally, but I am in the final year of my degree, the first time the laptop died, I lost all my dissertation work - the second time, I lost the notes the weekend before it was due to be handed in and I now have 2 months (having had to postpone my graduation to the end of summer) to write an 8000 word essay in.
Who can I complain to as HP are clearly not interested in their customers???
Thanks and apologies for the rant!
Sarah xx
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Comments
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jovichick123 wrote: »I wouldn't mind normally, but I am in the final year of my degree, the first time the laptop died, I lost all my dissertation work - the second time, I lost the notes the weekend before it was due to be handed in and I now have 2 months (having had to postpone my graduation to the end of summer) to write an 8000 word essay in.
Back up - Back up - Back up.
Laptops are like women, do anything wrong and they wont talk to you for weeks.0 -
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You can only really complain about the time you have spent without a computer. You should ALWAYS back up your work on a couple of times, as laptops do die, or get stolen etc...Should've = Should HAVE (not 'of')
Would've = Would HAVE (not 'of')
No, I am not perfect, but yes I do judge people on their use of basic English language. If you didn't know the above, then learn it! (If English is your second language, then you are forgiven!)0 -
Morning all,
Sorry, probably didn't make myself clear in first post. I KNOW I should have backed my work up and take full responsibility for this, the reason I am angry with HP is to do with their attitude towards me when they have had my laptop 3 times now for repair... Also, how can a part of the computer pass QA without being tested???
Is there a governing body or something that I can complain to as I don't think this is good enough from one of the leading suppliers...
Thanks again,
Sarah x0 -
Computer companies are often rubbish with home customers, as I believe they make most their money through selling vast quantities of PCs and laptops to businesses.
I often read complaints about people who have tried to contact Dell customer service for their home PC and can't get a satisfactory response, yet for business computers they come round and pick it up within 24 hours, and have it back as good as new, often within 24 hours!!
Just keep persuing it, and put your complaint in writing to them.Should've = Should HAVE (not 'of')
Would've = Would HAVE (not 'of')
No, I am not perfect, but yes I do judge people on their use of basic English language. If you didn't know the above, then learn it! (If English is your second language, then you are forgiven!)0 -
trust me they're just as bad with business users as well. As part of my job I've bought 1000s of PCs and when dell screw up they really screw up 0
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Unfortunately in my experience leading suppliers are much worse than the local computer shop.jovichick123 wrote: »Morning all
Is there a governing body or something that I can complain to as I don't think this is good enough from one of the leading suppliers...
My brother brought a computer from Mesh which didn't have the right windows key. Instead of sending him the key the family had to wait twice for a courier to pick up the computer as the first time they didn't turn up. They then waited 2 weeks for the computer to be returned with a different sticker on it and again someone had to wait in all day for the courier company. They also had to phone the company up 4 times before they even realised the problem was the key.
When I brought a PC from a local computer shop the power supply failed within 3 months. I rung them up and was told to take it into the shop. I did,they replaced it and rung me up 3 days later. I could only collect it on the weekend so I was without that computer for a week, and only had to ring them up once.I'm not cynical I'm realistic
(If a link I give opens pop ups I won't know I don't use windows)0 -
I thought you were going to talk about the sauce. ....0
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jovichick123 wrote: »Is there a governing body or something that I can complain to as I don't think this is good enough from one of the leading suppliers...
No.
Just don't use them!0 -
... ah fond memories of capacitors popping all over motherboardstrust me they're just as bad with business users as well. As part of my job I've bought 1000s of PCs and when dell screw up they really screw up
ivanI don't care about your first world problems; I have enough of my own!0
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