On 6-6-07 I purchased a HP Pavillion TX1120 at Staples - 36 days later my computer was completely unusable. Staples will not take the purchase back after 14 days. So, I contact HP on 7-12-07 - tech support had me take the computer apart and put it back together before they would tell me they couldn't help me, which took hours.
By time I recieved the packaging (after 2 phone calls) to send it back in it was 7-16-07 and recieved by HP on 7-17-07. I was told the computer would be returned to me by 7-25-07. When I didnt recieve the computer, I called and was told that it was due back to me by 7-31-07.
I was not happy with this and assigned a case manager who stated 'now you'll be working with me, I'll take care of you'... No worries, huh? By the way, the case manager number is 877-917-4380 ext 94. He assured me that if I didn't get my computer returned to me by 7-31 that I was entitled to a NEW computer. Well, on 7-31 I had not recieved my computer or a new one. So, I called, left a message... I have been calling ever since. I have called for 9 days straight now, NOT ONE returned phone call. I called customer service and was told the computer now would be returned on the 7th of AUG... They emailed my case manager to contact me. I called customer service again, to find out my now EXPECTED return date is AUG 25!!! Don't worry, they emailed my case manager. THEY HAVE OWNED THE COMPUTER LONGER THAN ME!!! I have called corporate headquarters twice (phone number is 800-756-0608 option7) and NO ONE can help me. I ask to speak to a supervisor, I can't. I ask for a new case manager, I can't have one. I ask for advice - nope, can't have that either.
When I made the comment "What do you do when you cannot get any one to help you and the person who is supposed to help you won't return your calls because he's an idiot." I was told that I, I was being DISRESPECTFUL.
I call everyday to my case manager (Joe Brodeur), I call customer service, I call corporate... NO ONE will help you, no one wants to... JD Power and associates give them "Award Winning Customer Service" - there is no bigger lie.
I have contacted the BBB, Attorney Generals Office, Federal Trade Commission bureau of Consumer Protection and now you... Please, if anyone can help me. I need this computer for school - it is required - who thought buying a computer in June would put me in the situation of needing one in Aug. What do I do at this point? All I want is a refund of my money so that I can purchase on before school starts... HELP!!!
There should be a class action law suit. This is like theft by deception - I have a warrenty on my computer that is pointless, a company that won't defend their own product and if the computer doesn't change your mind about purchasing from HP - the customer service will. I will NEVER purchase anything made by HP ever again!!
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