I purchased an HP Pavilion dv2000 cto from HPSHOPPING.com 11 months ago. It took some time to receive from HP, as it was a custom order. From date of receipt I had problems with this product, and when I called HP support they were never able to resolve it.
Four months ago this PC would not boot up. A dos message said to contact HP as either the hard drive had failed, or the cd-dvd drive had failed. As I had always had problems with the CD-DVD drive I thought this is what the problem was.
Called HP support who wasn't any help. I had to request to be escalated to a case manager. Case Manager #1 was very nice and sent me a replacement hard drive (160 gb), cd-dvd drive and recovery CD. Upon receipt and installation I realized all the factory installed software, which I did not receive CDs for, was either not working or missing. I called my case manager back to find the case was closed (without confirming my problem was resolved).
Called HP support again and escalated to another case manager. I expressed that I felt the HP recovery CD was not appropriate for a replacement hard drive vs when there was an operating system issue. I asked for an HP technician to test my theory, but the case manager laughed at me. And did not offer any solution to resolve my problem.
With many calls & emails to HP, including HP Corporate escalations, I ended up getting another case manager who arranged to have my PC sent to HP for repair. Well it was returned with original problem, plus more problems.
More calls, emails & escalations and I get a case manager that promises to send me a replacement PC in 2.5 weeks. Time goes by and no PC received so I call again, but case manager won't return my calls. Another case manager tells me there is no record of a PC being sent to me.
More calls, emails & escalations (because no one at HP ever calls me back), I end up with another case manager that says he can not help me until I send back the "broken HP parts (Hard drive, CD-DVD drive)". He promises to send me ship to labels within a few days, but they do not arrive. I call, but no calls returned. I escalate. Days go by and I finally hear from this guy who still says he can not help me until I return these broken HP parts. I advise I'll gladly return the broken parts to HP, but that as he still has no idea how to fix my PC and doesn't appear to want to help, I'll pursue legal action.
While I never expected to hear from HP again, a few days go by and another HP case manager contacts me. He sounds like he understands my perspective about the recover cd not being appropriate for a replacement hard drive. He wants to have the PC sent to HP repair again and ensures me this time it will be fixed. But, once again, PC is returned to me with original problems plus new problems. To clarify, I can't even open the CD-DVD drive to load my software and factory installed software like MS Office is not working.
I contact this HP case manager who now promises to send me a replacement PC within 10 days. Time goes by and no pc, so I call again. No calls returned!
In summary, I've had an HP PC that has been unusable for four months. HP sent parts and this PC went to HP repair twice. I've called, emailed & escalated to HP Corporate. I have dealt with 60 HP representatives, including 8 Case Managers, two of which from HP Corporate. And they can't seem to resolve my problems for an "in warranty" PC.
I'm definitely being penalized for having purchased an HP PC. While I had been a very loyal HP customer for 25 years, I'll no longer buy any HP products again. I'd almost feel better if I felt I was the only HP customer that has had this terrible experience, but there are too many HP customers that have had this same bad experience and the number certainly seems to be growing. Clearly there is something wrong with the HP Pavilion line, especially the DV2XXX and 6XXXX series PCs.
Don't buy HP - they'll take your money and never help you if you need help!
D xxxxxxx
San Diego, California
U.S.A.
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