Hewlett-Packard Company
Best Buy Defective Laptops - Defective Motherboards

This is my first time using Rip Off report so I am not a habitual complainer. I know things happen in life but also as a business owner you have to be fair to your customers.

My complaint is I bought a brand new HP laptop on 2/25 at Best Buy. The model # is DV7-4285DX. I had researched it and this particular model had some good reviews. I spent $800 for this unit. On July 27th the screen started flickering and the entire screen became blank. I took it to the local Best Buy where I purchased it, and it was under warranty. I told them I wanted it replaced not fixed. I was told by the Geek Squad (the contracted repair company) for Best Buy that the policy was to fix it, not replace it. I received it back a couple weeks later in working order.in November the same issue started but it was intermittent. When I took it to Best Buy, it happened to work when they turned it on. They said there was nothing they could do since it was working. I had the tech sign a note that I was there for the same issue. I am a professional dj, and this laptop was my backup for when I use an additional sound system for a ceremony or an emergency and it was used for nothing else.in other words, it was hardly used. Then today it started again. Flickering screen and no picture. We called HP and spoke with Torry and with Stephanie and they both said if you would have sent it to us the first time, we would have replaced it. Now that the warranty has expired we cannot help you. So we called the Best Buy store and after several calls we talked to Will from the Best Buy Public Defender department. He spoke with Vadim from the Geek Squad and said if he could not fix it, he would give us a GREAT deal on a new laptop. So Vadim explained that the video card which seems to be the issue is built into the motherboard and to fix it would cost about $700. Wow. And what have it go up 6 months later? So I said to Vadim, obviously I am not going to do that so what kind of deal can you give me. He offered by a whopping 20% off a new computer. If he would have given me 50% for my dissatisfaction as a customer I would have taken it. Now I have wasted $800 on a computer. I asked Vadim what I should do with my one year old laptop. His response was "You can recycle it". I am thinking about going to small claims court for this just for the principal. HP has defective motherboards they put in their laptops. If the motherboard goes up, you might as well "Recycle" your new computer. If there are any class action suits against HP for this issue count me in. So now I will buy a cheap little laptop (Not HP) in fear of wasting money.

Company: Hewlett-Packard Company
Country: USA
State: California
City: Palo Alto
Address: 3000 Hanover Street
Phone: 6508571501
Site: hp.com

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