Lousy HP Laptop | Gripevine
I purchased a new laptop on December 14, 2011. On January 15, I began to have trouble with it. The resolution was terrible. The dark areas are bright green and the white areas are pink.
I called HP and explained the problem. The customer service representative asked me if the computer had been dropped. I told him that it had slid off my coffee table (about 10 inches) and it fell on my foot. I explained that it had worked correctly for about 2 weeks after it fell. The gentleman stated that it was my fault and that I would have to pay about $340 to have HP fix it. I told him that I felt that this was unacceptable and he had his manager take over the call. He repeated the same thing as the previous individual. I told him that I was very unhappy with their solution and that I would be more inclined to buy a new laptop of a different brand.
The next day I took the computer to a local computer repair center. He looked the computer over and stated that the problem was a manufacture’s defect and would not be caused from dropping it. He continued that a fall of only 10 inches would not hurt the product. He told me that they would replace the entire screen for about $200. The next day they called me and said that it had started working correctly. I picked it up with no repairs made on it. It worked okay for about 1 week and now it’s been messing up since. I’m very frustrated with it and would like to get a refund of $549.99 from HP.
A big reason that I purchased a new laptop is that I take pictures for others, but I can’t even edit them now. The resolution makes it impossible to see anything clearly.
I bought it at Office Max in Defiance, Ohio. The serial # is 5CD14022SW. The model # is g7-1260us.
Can you help me please?
Thanks for your help with my problem!
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Comments
I'm in the middle of dealing with HP on a lemon computer. I had a lot of difficulty with their customer service line. Each time I called in they wanted me to erase my hard drive for non-related problems. Fed up, I called their US Corporate Headquarters (650)857-1501, 3000 Hanover St, Palo Alto, CA 94304. The receptionist transferred me to an Executive Customer Relations Manager. After talking with him, I am still waiting to hear from my Case Manager.
The Case Manager number is (877)917-4380 ext 93; this may be the place to start. It is another call center, but at least it is an escalated line. Do not let them give you a song and dance. Tell them what you are looking for and see if that can help.
Hewlett Packard contacted me within one week of planting my gripe. They sent a box with a label for me to ship the laptop to them for repair. They did not charge me at all. I received the computer back in 10 days. So far it is working and it's been great. Thanks Gripevine!!! You really came through for me!!
Hi Kathy - that's great! We're glad you were able to get your gripe resolved, and we look forward to being here for you for all your future gripes.
Hi Kathy,
I am Social Ambassador for HP and I see your above posting. I can see that your are now working with our Case Management team. Please continue to work with your Case Manager. I will continue to monitor your service ticket at this time.
Cheron