I am health care provider. My computer crashed while trying to back it up. The error read "CPU fan failure, shutting down to avoid damage to the CPU". The computer was only a couple months old. I called the store (Office Depot) where it was purchased. They told me to send it in to HP. I had purchased an extended coverage through Office Depot, but they said for the first year HP would cover the issues.
I called HP and spoke to James. He told me that I needed to go back to Office Depot to have the files backed up. I told him it was a 45 minute drive and I simply wanted the CPU fan repaired, so there was no need to mess with the hard drive or any of the files. He assured me that he would make a notation on the work order and service authorization to not touch the hard drive and sent a package for me to have the unit repaired. I have been unsuccessfully trying to get the unit repaired and it has now been over 4 weeks.
On the repair/authorization order that was sent in, I wrote specific instructions for them to not delete any files or do anything with the hard drive without first contacting me. I provided the contact phone number and my email address along with the service agent, James' contact information.
About ten days later, I received my computer back, plugged it in and was totally surprised. The service tech had replaced my hard drive without contacting me. The computer was just like it had been on the shelf in the store. I had paid Office Depot over $100. To clean all the added promotional junk that is installed prior to sale. It was right back and all my files had been stolen.
I advised them that they were to not delete or remove any files and they took them all About a gigabyte of the information was HIPPA protected patient files and records. HP had no right to have access to them and James let me believe that they would not be touched. I have written information from him that supports that claim.
Immediately I called James and asked him to locate my discarded hard drive. I am not sure he tried to locate it, but they were unable to return it. So I lost all the software $5,000. To $10,000. As well as the personal patient data that was protected by federal law.
Initially James was sympathetic, but after about a 2 month period of being passed from one customer service agent to another and then to the "corporate" resolution section of HP, I became aware that all the time I had spent to resolve my issues was to no avail.
Finally I was sent back to James and he simply told me that software was not protected with HP repairs and there was nothing he could do. That is where this all lies right now.
I thought about small claims court, but just decided to let everyone I know how raped I felt and how adamant I am about not having anything "HP" or "COMPAQ" in my offices or home.in fact I took a hammer to every printer I had and discarded anything in my office that was related to the two names.
Office Depot replaced the HP computer with another brand and has tried to take care of the issues that arose, but HP has continually sent to me from one "Pakastani, Indian or Phillipino" customer service agent to another. They all forced me to go through the same process over and over again and then simply referred to me another department. They promised someone would call me within 24-48 hours and not once did anyone return the call. I had to contact them again and go through it all. I spent over 60 hours on the phone trying to get some satisfaction, only to end up feeling totally abused and raped by their mechanical avoidance procedures. Hp customer care stinks!!!
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