I really think a timeline is the most effective way to communicate what has been going on with my HP Pavilion dv2000 notebook.
Nov. 15 - I came home to find that when I turn my computer on, the LED lights would come on, but the screen remained blank and the computer made 3 short and loud beeps. I call customer service and they have me remove and rotate the RAM. Still, the computer does not work. They promise to send me a box.
Nov. 16 - I receive the e-mail only to find that the box would be sent to a previous address and not my current one. I call and they send a request for a new box. When I receive the e-mail confirmation, the address is still incorrect. I call again, and another box is requested with the promise that it will be shipped to the correct address.
Nov. 17 - I receive the e-mail confirmation for the most recent service box request and the address is still wrong and has been shipped. I call HP again. Another request is sent in. This time the box is sent to the correct address.
Nov. 25 - Receive returned computer. It booted up fine, but the speakers no longer worked. They made a clicking sound upon boot up. Sound came out at full volume, even when the sound mixer indicated that the volume was completely down or muted. Plugging earphones (that worked) into the jack did not route sound through them, but continued to come through the speakers. My wireless card also did not light up when switched on, but functioned.
I reported the problem to HP, they had me do a system restore, which did not work. They tried to put in a request for a box to send back to the service center, but the line was busy and they were unable to complete the request.
Nov. 26 - Called HP again, and a request for another box to send my computer into the service center was processed.
Dec. 2 - HP received my computer. The expected return date is December
10.
Dec. 5 - I receive an e-mail notification that I may expect a "possible delay in delivery of [my] service". A new shipment date was assigned to December 24.
Dec. 23 - Called HP and was given a case manager (Jordan). I explained that I needed the computer because I would be going out of the country for 3 weeks in the beginning of January. He tells me that my computer was delayed because of the wireless card, but that it should ship by the 24th. If not, he would handle it.
Dec. 27 - I did not receive my computer and the new expected shipment date for my case is "not available." I call tech. Support since it is the weekend and I cannot talk with my case manager. They confirmed that the service center was still waiting for the wireless card, but there was nothing more they could do.
Dec. 29, 2:30 pm EST - My case manager is out of town for the holidays so I speak to Jason. He sends a request to the repair department and moves my case up in the order of repair.
7:00 pm EST - This time I talk to Scott who says that the response from repair was that my computer would not be fixed by my departure date and that there was nothing more to be done. I asked if there was someone higher up I could talk to (hoping for a refund, so I could just buy a new computer), and he said that he would have an Executive case manager (ECM) contact me within 24 hours.
Dec. 30, 6:15pm EST - Since I was not contacted at this point, I called the HP Case Manager line to see if an ECM was free. I spoke to John, who said that the request was sent but was not assigned. He renewed the request. No one called before I left the country.
Jan. 27 - I go to Fed Ex to pick up my computer (which had been sent on Jan. 19). It booted up fine, and there was some sound control, but the speakers did not respond to the mute button and did not turn off or get significantly quiet when the sound mixer was turned all the way down. Sound went through the headphone jack, but sound continued to come through the speakers at the same time. So the problem still was not fixed.
I call technical support, but they cannot fix it over the phone, so they put in a request for another box.
I then call the case manager line and am now assigned to James. He says that he will send me a new computer with an upgrade.
Feb. 3 - I receive the replacement computer, only to find that it is the artist edition, complete with a Japanese anime cover and interior. As a graduate student and scholar, I could not possibly go anywhere with this computer and be taken seriously. At this point, after almost 3 months and countless hours of dealing with HP customer service, I feel completely offended, disrespected and devalued as a customer. I will never shop with Hewlett Packard again!
Meredith
Baltimore, Maryland
U.S.A.
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