My name is Marc Barrett, and the following is the cliff notes version, but a 100% true account of my nightmare with HP customer service.
11/15
I purchase laptop for my wife as a Christmas present. She is a teacher, so I thought it would be convenient for her to be able to bring back and forth to work.
01
After working well for 2-3 weeks, the laptop begins to shut itself off via the blue screen of death. "Internal Memory Error."
02
The laptop will no longer boot to Windows. Rather, it immediately blue screens to "internal memory error" when it is turned on.
2
HP sends me a Fedex box to send the computer in for repair.
2
Laptop is delivered 10 days after it was sent (which I thought was reasonable) having been "repaired". The very first time i boot up the computer, it blue screens to "internal memory error."
2
i am furious at this point. So I call HP and they offer to "fix" it again. I say I'd rather just have my money back. They agree and after forcing me to run several tests (burning all of my cell phone minutes in the process). Jason, my case manager (at the time) agreed to send me Fedex labels so I could send the computer back, and he would cut me a check. "It should take 1 or 2 business days."
3
I call Jason every day for 2 weeks. The labels never came. His number, by the way, is 1-877-917-4380 ext 95. His fax is 800-563-6319.
3
I give up on Jason and ask for somebody else. Now my case manager is Nicole. Her number and fax are the same as Jason's. She proceeds to tell me that Jason NEVER SENT THE LABELS TO ME. I say, "He told me every day for nearly 3 weeks that they were in the mail." She says, "Well he never sent them. I'll take over your case and get this settled."
4
It has been 8 business days since Nicole told me that she would take care of this. I have absolutely had it up to my eyeballs with HP, and will never, under any circumstances purchase another HP product as long as I live.in fact, if they buy everybody else out, and monopolize the computer industry, I'll go without a computer.
It should have been a 15 minute thing, but it has turned into a month-long ordeal. I purchased a Dell laptop thinking I would be able to use the return check from HP to pay for it. So I did have to make 1 interest payment on my credit card.
How hard can it possibly be to send Fedex labels to an address? Either Jason and Nicole are incompetant, or they are liars. Neither is acceptable to me. I'm looking forward to getting my check from HP, and never having to deal with the God awful customer service people EVER AGAIN.
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