I had a HP notebook purchased for me as a gift a hair over 6 months ago. Approximately 2-3 weeks ago my screen appeared to have an internal crack in the LCD screen which was verified by 2 customer representatives over the phone by troubleshooting. The first technician I talked to assured me that the problem was in fact an internal crack to the LCD screen resulting in complete loss of visual capability. Multi-colored cracks flooded the screen to the point where it could not be used. On several occasions, I let the customer representative know that I did not crack nor damage my laptop. I'm the only person at my current address & no one has access to it but myself and it is stored on a shelf out of harms way. When the laptop was picked up 2-3 weeks ago and I opened the screen, I cam across the aformentioned problem. After a long conversation and process of troubleshooting my issue with my laptop, the customer representative simply said "It's an internal crack to the LCD screen which is not covered under your factory warranty." I have a BIG problem with this. I havent had the laptop for a half year and by INTERNAL, that means something INSIDE the laptop went wrong. Not a user created problem. After I angrily requested to speak with a supervisor, he put me on hold for approximately 20 mins and then the call was cut off; never having an opportunity to speak with a supervisor. I called back immediately and was put on with a very helpful female (not sure if it was a supervisor or not) who ran through a similar process that the first customer representative had. After talking with her for approximately 45 minutes to an hour, she had everything lined up for my laptop to be picked up (with extra $15.00 for expedited shipping.) I thorougly explained the situation and she ensured me it would be taken care of. As a reminder; she also identified over the phone that the issue was an internal crack to the LCD. Shortly after the laptop was shipped out and received by HP, I receieved an email, then a call from a technician/customer representative (after inspecting/reviewing the laptop) who simply told me the same exact thing the original customer representative had. I cannot express how disappointed I am in that the laptop was defective in the first place and to add to my frustration, I was told by 2 of the 3 customer representatives (first and last one) that it would cost me over $350.00 to have the problem fixed because the INTERNAL error was not covered by the warranty. I have plenty of friends and family members who have had their laptops/notebooks for several years with little or no problems with warranties, technical issues, etc. None of which happen to have an HP product. I would love to continue the trend of being a satisfied customer of HP products, however with the given situation I don't feel that is likely. Not a single representative stated the issue was a user-error/problem, which is correct. I simply wanted to have my laptop fixed for an internal error for my defective HP notebook.instead, I'm simply told "too bad, it's not under warranty" I feel this method of customer service will cost you to lose alot of customers. I hope you take this message/email and can rectify the situation. The laptop ran well until the screen became an issue and the way it was handled afterwards was a major step in the wrong direction. I'd like to get back on track to being a satisfied HP customer. However, if nothing is done, the opposite will certainly be the outcome of this given situation. Thank you for your time.
Steven Malloy
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