On Oct. 9,06, I purchased a Pavillion Dv6140 Notebook... Has all the extras, widescreen, rewritable DVD/CD, built in webcam, Top of the line video card, Windows XP Media Center Edition, you get the picture. On Feb 5,07, I called HP because my Keyboard literally fell apart. The keys were falling off when I touched them... They were suppoosed to send an empty box that I would receive in about 3-5 days. I called several times when 10 days had passed. I was told that the box was on the way.
After 30 days, I again called (up until now, I had logged more than 12 hours on hold & speaking to representatives that barely spoke English for an Empty Box!) They informed me on March 8th, 07 that I had called in and had the box sent to another State! When I told them that I had never called to have an empty box sent to another state & that was just plain stupid!
When I said someone must havwe put in the wrong information, the woman said I had to have lied about calling in. I immediately asked for her supervior & was told that someone would call me in 24-48 hours. I had them correct my information and received the empty box and no call from a supervisor. I had Fed-Ex send the laptop in to have the keyboard replaced.
I received the computer back in 5 days. I just decided to let go of what had happened and just be glad my computer was fixed... Wrong! When I turned it on, the screen kept flashing from black to a colored blur, the CD/DVD would not work, the new keyboard immediately lost 2 keys upon touching them, the keyboard was bowed in the middle, the molding around the keyboard was separated, the webcam no longer worked, & they had wiped out everything on my computer, saying " We encountered a problem with your computer & had to restore your computer to factory condition" What? All that was wrong when I sent it out was the damned keyboard!
I immediately called HP and literally spent from 9 am until 3:45 pm waiting on hold, trying to explain what they had done to my computer and all the damaged it had caused. I was told several times that a "case manager" would call me within 24-48 hours... I said No Way!
At 3:45n pm, Gilbert from case management finally took my call.By that time, I was so worked up about everything, that I had driven my blood pressure up to 164/127.. Not good. Almost in tears and very angry at the same time, I explained everything to Gilbert.
Of course, he told me they were very sorry, I would receivr another empty box and he would have the work done on my laptop expidited and I would receive it back completely fixed within 5 business days.By this time, I had received my 6th case number!
I received the box on March 21st from Fed-ex and had them send it out the next day. Well, as you can guess, the first week of April came and went, long passed my 5 business day guaranteed return fixed by Gilbert. I had tried contacting Gilbert numerous times, spent several more hours on hold, not being told until I told him there was no sense in making me go through customer service & spending so much time on hold, racking up several more case numbers with each complaint I made.
Gilbert finally gave me an 877 number with an extension number & his email address, with yet another case number from him to use as referennce. He promised to call me several times & promised to answer any & all emails I sent him. I have now written 9 emails, left 5-6 messages for him, being told by Marco & Oscar that he was busy with another customer & would call me back.
I told them I would just wait on hold most of those times & he only spoke to me on one of those occasions. Again he promised that he would see what was going on and immediately contact me within 2 hours. Of course, None of my emails were answered to this day, he Never called me back whenever he said he would.
I called again on April 12th, asking for another manager to take my case. Marco listened to me very angry, asking for a gift certificate & replacement of my computer for all of the crap they had put me through & done to my computer, for what started as a simple replacement of a keyboard. I told him I had been constantly lied to and railroaded by every person I had any sort of contact with, including Gilbert.
He told me that Gilbert was the only case manager that was allowed to touch my case and no one else was allowed to touch my file. I asked to speak to one of their supervisors. Marco informed me that their was no supervisor above them. Very upset and in tears, I told him that I would not hang up that phone without having this matter taken care of.
By some miracle, after 25 minutes, Gilbert answered my call. He said that he could not authorize replacement of my laptop unless the repair center indicated it needed to be. He said he would think about a gift certificate for my troubles. He said that he would contact me the next day by noon and hurried me off the phone. No phonecall back.
I called at 2 pm and was told that Gilbert had that day off and wouldn't be in. I left him yet another message that went unreturned. I received my laptop back on Tues., 4/17/07. Again, a cryptic message saying there was a" problem with my computer and had to be restored to factory condition ". That's funny, I didn't change or alter the laptop when I received it back the first time. They hsd done nothing more than replace the keyboard Again!
It wasd still bowed in the middle and not lined back up when they put it back together and they hadn;'t touched anything else that was wrong with it! What you don't know is that I am currently taking classes online but I have to work from several CD's and have had no access to that for more than a month! I am now behind in class because of HP & Gilbert!
I went on America Online to check my email on the 18th and had mysteriously received a reply to one of my emails from what I thought was Gilbert.instead, it was from someone named Ryan with tech support. It was an email that I should never have received. It was obviously from Gilbert, but it said the following..." Escallate the case & inform the customer that their case has been forwarded to the concerned department & she will be cointacted ovewr the phone..." Unbelievable!!!
I immediately called Gilbert, told him about the insulting email that I should not have even seen & that my computer was to be repolaced immediately. He went onto his server and retrieved the email & laughed! He said that this Ryan made a mistake and he would be taken care of. I asked him why it was an obvious reply to one of my emails because it said Re: ATTN Gilbert case # xxxxxxxxxx. He again laughed and did not have an explanation.
I told him thst I have a copy of Every single email that had been written. He told that I no longer needed those and my reply was we'll see. He again changed the subject immediately. He asked me to fax the receipt for my computer. I immediately faxed it to him within an hour. He promised that all he had to do was check with finance, find out what computer would be comperable because my model has already been upgraded to a Pavillion dv6340.
I told him that my receipt was for 1279.99 & I would not accept anything less than that. He wanted me to return my computer & I said sure, as soon as I receive my new one! He said of course and did what?..., promised to call me yesterday by 11 am to let me know when the new computer would be here. Yesterday, 11 am turned into 1 pm and my husband decided that maybe it was time for him to make a call to Gilbert.
He said that he was not going to have me upset another minute over this mess. He called & Gilbert immediately answered the call (for the very first time). My husband told him in no uncertain terms that his wife has gone 2 days with absolutely no sleep, she has no computer that is useful enough for her school work and none of this was through any fault hers.
He told Gilbert that there was no reason for any of this to have elevated to this level in the first place if they had just done what they were supposed to. He said that no one was allowed to call me a liar! Of course Gilbert told him that the woman who took that call had been taken care of. My husband told him that she must be with Ryan.
Gilbert did not like that. He told my husband that he was very sorry for the bad experience that I had, with the promise to my husband that noithing like that would happen to me again. I will receive a brand new laptop, upgraded, with everything they had to offer within what kids? 5 business days... He asked to speak with me and was supprised when I told him that he'd been on speakerphone the entire conversation.
He said that he wouldn't have to repeat himself then if I had heard everything. Ok... Now it's 1:43 am on the 20th of April... I'm going on my 3rd day with noi sleep... I'll upodate as soon as I know anything. I Do know this: This will be the absolute Last time that I will Ever purchase anything from HP ever! I respected them and liked their computers until now... Never Again..
Tamara
Plymouth, Maine
U.S.A.
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