I am absolutely disgusted by their service and product now.
You and I have come a crossed calling every 1-800 number just to get a supervisor, right? Don't they make you wait long enough for you to give up?
What is it?
We bought a HP Pavilion dv6000 (dv6408 to be exact) off of a retail store named Fry's. Cost more than $700 dollars, and a two hour wait... It was the After Thanksgiving sale 2007.
What happened?
The laptop has always been working fine, besides the laptop being slow at the start up, I figured it was because of VISTA. On late September the computer started to act weird. It took a very long time to start (30-45 minutes) and when it finally worked, it only worked for that session. After a while, of trying to turn it on, I started getting the login screen, but the problem... It was so blurred, vertical lines everywhere, very very distorted.
What did you do?
I gave up and went to my local computer repair shop. They analyzed the problem for $55 dollars. That's when they told me my VIDEO CARD is the main problem, "not working, we can replace it and put it together for you... $330.00, that is because the VIDEO chip is integrated within the motherboard, so basically, you are changing the entire motherboard". I left the store when I heard that number, I really thought they were trying to scam me. So I researched about this particular problem, and I found out that there are so many people with the same problem! Research after research, someone posted a number we can contact HP directly. I called it right away.
What did they do?
They can not do anything, but repair it for a price of approximately $430.00 he said "and sir, that IS including shipping and handling". I basically threw the phone around the world just to hit his head. I calmed down and told him that this is not fair.
[HP CS] "Sir, this is a very rare problem, and it is also a natural problem, and your one year warranty has expired, so we can not fix it for free."
[ME] "You are saying that either I pay up $430 or get screwed with this non-working laptop? I mean, it's in PERFECT condition, I have never dropped it or splashed water on it. This is not my fault! I can not do anything about this? Someone that can help me out? I am just a surviving student"
[HP CS] "If you had the extended warranty, we could have fixed it for free, and again its not if you drop it or splash water, something occurs within the hardware that we can not detect when it will happen."
[ME] "I know that, but you know that I DON'T have the extended warranty. So how am i supposed to take care of something 'that' natural?"
He kept going on and on regarding me not buying the extended warranty. I asked him.."what would YOU do if you were in this situation? Would you pay the $430 to fix it? Or throw away those $700 dollars that you invested?
This is what he exactly said:
"I can not answer... But if you had the extended, and again you can not purchase it now, but if you fix it and then buy the extended warranty, you would be covered for 3 years."
So we are talking $430 (extended warranty) $150 = apprx. $580
I told him to transfer me a supervisor. It took more than 15 minutes. I hung up.
Even though its a "rare/natural" problem, there are thousands of people that have this issue. I read forums where people said the manufacturers don't want to admit their engineering mistake, and HP does not want to be responsible for that. THEN WHO?! Us?! We have to pay the extra amount?! I might as well bought a fancy EXPENSIVE laptop. And pretty much, with whomever you fix it with, its most likely to break down AGAIN, by just giving it time. I have worked in restaurant businesses, and believe that is how we would NEVER treat a client.
It just not fair. Customer service representatives don't care about your problem! You know damn right they are reading off their manual! I can not get my voice heard!
"i would never sell defective product and not back it up!" bad h.P.!
Please feel free to contact me! PLEASE HELP!
Dynamicproducts
San diego, California
U.S.A.
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