Hewlett-Packard
Support Refused Replacement Optical Drive to APO Address for Deployed Soldier

I'm in the Army and deployed to Afghanistan. Last November I purchased a HP Pavilion dv2000 notebook to take with me to Afghanistan. This past September the optical drive began to malfunction.

I initially contacted tech support around the 3rd week of September via the internet to see what could be done about the malfunctioning optical drive. The response I got was that I was to give my credit card info to a "friend or relative" in the United States and have that person be a liaison between myself and HP. I replied in an e-mail (because I cannot spend an hour on the phone with tech support) that this was not acceptable because I did not have anybody back in the states that I would give my credit card info to and have them speak on my behalf in reference to the computer issue.

In addition, HP tech support refused to send me a replacement optical drive to my APO address because I was not physically in the country that I purchased the computer in. I informed them that the APO address I provided was an official U.S. Address but they still refused to send the replacement part to it.

I have asked several times to be put in contact with a case manager but have been refused three times. Nor have I been granted a conversation with a supervisor. I just continue to get the same email replies from different tech support representatives who's command of the English language I question.

It is now the 4th week of November and I'm nowhere closer to a solution now than I was 8 weeks ago and my service agreement expired this month.

It looks like I'll have to wait until I get back to the United States next year and attempt to get my issue resolved.

I'll never purchase from HP again.

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

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