I purchased a HP Pavillion (Model m5390f) on September 20. The computer stopped booting up on April 8. It took two technicians and 87 minutes for Tech Support to realize that there really was something wrong with my six month old desktop system. Since the computer is still under warranty, HP paid for the computer to be shipped to them. I received my repaired computer on May 1. The plug and play bay worked fine when the computer was shipped to the repair facility. It was returned broken. I have asked HP to send a technician to my home. They refused. I have asked for a new replacement. They refused. The only thing they offered to do was to escalate the matter to one of their complaint case managers. I asked for the name of the case manager who would be handling my case. A name could not be given. I asked when I would receive a call. I was told that the complaint case managers only work M-F from 9 to 5. The only technical support attempted was an East Indian woman with an accent thicker than molasses who wanted me to open the case to see if there was a loose wire. I finally just hung up the phone. It was obvious that there was no genuine desire on the part of HP's customer or tech support to provide any real assistance. They were just going to pass the buck on along to someone else. I have already filed a complaint with the BBB against HP for failure to honor their warranty and for poor repair work. I am now in the process of filing a complaint with my state's Office of Consumer Affairs. I am asking for a full refund or a new replacement. Chances are that I will get neither. Corporations do not have to answer to anyone anymore—not even the United States Federal Government! HP has very poor customer service. They do everything possible to frustrate you so that you will just plain give up. I have nothing positive to say about ther customer or technical support people. I do not think that HP is an ethical company. All they want is your money. I will never purchase another HP product as long as
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