I purchased a HP DM4-1253cl from Costco (with 2 year warranty) in February around May the laptop without warning, stopped charging the battery and would only worked while plugged into the AC adapter. I contacted HP, they sent me a replacement battery and all was well. A few months later in October the same issue came up. The battery would no longer hold a charge, I contacted customer care for a 2nd time and they "escalated" my case to their case manager Alex M. He had me send the computer in to their repair center in Texas. It took about 2 weeks to get it back, immediately after getting it back it would still not hold a charge, after they claimed that the problem was the charger. After a few days later it miraculously started working again.
Now it is late February and for a 3rd time, the EXACT same issue has happened again. Luckily I had a 2 year warranty on this laptop (through Costco), my case has again been escalated to a case manager, this time his name is "John", I asked for his supervisor and he said he is the highest level of support. I have sent my laptop in for a 2nd time, It has been a week. I have contacted HP Corporate offices and they gave me a call back stating that the case manager is the only person that can solve my issue. I got a second opinion from a case manager and he told me that in order to receive actual results and a replacement I must have sent in the computer for multiple repairs. This computer is obviously a lemon, it was discontinued shortly after I bought it and was redesigned. I have seen complaints about it all over the Internet. I feel that I am getting a run around from HP as they want my warranty to expire, so it will no longer be their problem.
I do not know what to do anymore, their corporate office pretty much told me there is nothing I can do but deal with the case managers. I work in the IT Business and own a small business, I rely solely on my laptop. I need answers and I know they will not fix my laptop, all they ever do is replace the battery or charger, when the problem is obviously something else.
I have proof of all the case numbers and communication I have received from HP
Please help me, thanks in advanced,
Orlando
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