Took HP CPU back to store because system froze up. System less than one year old. System still under factory warranty. This was on a Thursday. Called on the following Monday and was told they were backing up the files I asked them to. Called on Wed. Of same week and was told they had not started to work on the CPU yet.
Called on Thursday and they had just started to look at it. Was told originally they didn't need start up CD's, got a call that Thursday night asking me to return to the store with the start up CD's. They stated to me that the Windows ME crashed and was causing the CPU to freeze up and I needed to upgerade the system to XP.
They called me on that Friday night and said the CPU was ready. When I got there I waited in line for one hour then was charged $247.00 for the work they had done. I paid the amount required and when I went to put the CPU into the basket to bring home I noticed that the CD Writer was gone. When I questioned them about this they said it was broken.
I requested them to honor the WArranty and get one off the shelf and install it so I could go home, that I was loosing $1,000 each week from not being able to do the work I do on the Internet. They stated to me they had to send it to a service center in Chino, CA. To verify that the CD Writer was broke. I again asked them to put one from the store into the CPU and they again refused. So after a heated argument I finally agreed for them to send it out.
I went to pick up the CPU once again and put it into the basket to take home and they stated to me they had to send the entire CPU along with the CD Writer they took out to Chino, CA. Again we had words and was completely lied to and frustrated by this time. So once again I agreed for them to send it out. They stated to me they did the back up's and said they installed the XP.
Two weeks later I received a call from them saying that the computer was done and that they gave me a new CD Writer. When I got to the Store again I waited for one hour in line. They then stated to me that they gave me a new CPU which did not have the XP installed on it nor did it have any of the programs I had installed on it. I have lost all files, programs intirely. I again asked them to get the Microsoft XP off the shelf and install it as they were paid to do. They refused saying that they were not allowed to open any from the store. That I had to drive back home which is 20 miles and return with my XP CD the following day and they would install it when they had time.
In the Inturm of this mess I was contacted by Hewlett Packard who is in shock from this treatment. They stated to me that Best Buy should not of touched the CPU in the beginning that they should of requested me to call a 800 number for complete replacement.
Carol
Canyon Country, California
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