Purchased a HP LaserJet 1600 Printer on 8/29/07 From Wal Mart for $226.00.in June the printer was experiencing several problems. Contacted Hewlett Packard (HP) & they were unable to resolve the problem & stated that they would ship us a replacement printer. There was never any mention of returning the defective printer.
On July 18, reviewed the company credit card & noticed that there was a charge from HP of $363.30 ($140 more than what we originally paid for the printer at Wal Mart). Called HP & was informed that the charge was due to the defective printer not being shipped back to them. Called HP & was told that they would mail us the return shipping information.
On 7/25/08, we shipped back the printer to HP. The printer was received by HP on 7/30/08. On 8/6/08, called Customer Care to inquire about our credit. After spending 20 minutes on hold, "Amanda" informed me that we should see a credit within 48 - 72 hours.
As of 8/20/08, there was no credit on our company card. Called HP on 8/25/08."Brian" said he would be placing a request for the credit. As of our 9/19/08 credit card statement, there was no credit. Called Brian again & reminded him that this was our 3rd request for the credit. He again assured me that he would place the request for the credit.
As of the 10/20/08 credit card statement, there was still no credit. Called Brian at HP for the 4th time. Brian stated that he would "escalate" the request for a credit and we should be hearing from the Customer Service Manager within 24 hours to confirm the credit. Received a call from "Juan" who stated that the request for credit had been escalated & that they (HP) had been experiencing "technical difficulties", but could not explain just what that phrase meant.
Received a call from Brian on 10/23/08 to tell me that he had confirmation of the credit & that it should appear on our credit card statement within 5 - 10 days. I requested that he either e-mail or fax proof of the confirmation & he stated that he was unable to do that at the instruction of his supervisor. This company just gives you the run around.
We have filed a formal complaint with the BBB. We have written HP's corporate headquarters on 7/21/08,8/20/08,9/19/08 and 10/20/08 recapping the incredible poor service. We will not give up until we receive our credit. The next step is to file a complaint with the Attorney General of California.By the way, if you go to HP's website, they proclaim to have AWARD WINNING Customer Service. Who hands out these awards anyway? In 35 years of doing business, this is by far the WORST service I have ever experienced. They also end all their calls with "Thank you for choosing HP". Are they kidding?
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