We bought a Hewlett-Packard computer Pavilion a1540n at a local circuit city in the 2006. During the time that we have had it we have had multiple problems with it that Hewlett-Packard repeatedly has ignored while it was under warranty. It has locked up, crashed, any keyboard that we try on it works sproadically. We have even gotten errors indicating that the operating system needs to be reloaded but the recovery disk sent with the system and the recovery partition did not work. We have called HP Technical support and have gotten their help desk in India. If you try to explain the problem those guys read from a script and try to troubleshoot the problem to no avail. Also, it is very hard to understand them at times. If they couldn't help us resolve the problem they would have us take the system to Circuit City in Dothan, AL with the assurance that circuit city would work with HP to get the system fixed. When we would take the system to circuit city they would want to charge us to fix the system. After this went on a few times we gave up and had someone in the area fix the computer by reloading the software. Not long after this the pc started to have problems again.
Since the computer has had more problems we have repeatedly called HP again starting with their technical support hotline about these same issues that we were having before. Since the pc is now 200 days out of warranty technical support wants to charge of $99.95 to troubleshoot the problem and send us new recovery disks. We have since sent an email to the CEO of the company who had some case manager call us back. The case manager sent us out a set of recovery disks at no charge. When we try to reload the software on the pc the keyboard does not respond. We have tried multiple keyboards. Then when we try to call 877-917-4380 and ask for Associate #79 who called us in response to our email that we sent to the CEO we get people like Tara who is suppose to be our case manager or Leticia who argues and tells us why they can't fix the pc. Tara has no customer service skills and is unwilling to help at all. Leticia argues with me on the phone and says that we need to provide information about the HP repairing the computer in the past.in talking with Leticia I told her that she needs to look up the information at the previous trouble tickets logged by tech support when we would call and she refused to do this. I also discovered in talking with her that everytime we have called a trouble ticket was not logged on the call as is their protocol from what she said.
The bottom line for us is that Circuit City in Dothan, AL sold us a bad HP product. We expected HP to fix the problem the first time around instead of sending us back to circuit city who wanted to charge us when we had a manufacturers warranty to cover the problems. We just want circuit city to fix the on-going problem that they ignored while it was under warranty with them.
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