Hewlett Packard (HP)
Consumer Report

HP refuses to honor its in-home repair warranty. I purchased this computer in March and have ten (10) days remaining on my warranty. This computer was defective from the day it arrived. I have spent hundreds of hours on the phone talking with "service technicians", most of whom are located in India and have difficulty understanding and speaking English, in attempts to resolve my numerous problems. I have actually received in-home service on four different occasions:
(1) Aug 29 - Replacement of defective cooling fan
(2) Sept. 1 - Defective video card replaced
(3) March 19 - Motherboard tested, Monitor replaced
(4) May 18 - Replaced and tatooed the hard drive.

About one month ago, I kept getting black screens and a notice that my display drive had failed but had recovered. I called HP support and the "service technician" led me through a process to uninstall and then re-install my display drive (a phone call that lasted nearly three hours), which appeared initially to resolve the problem. However, in the past week it has reoccurred on three separate occasions. Once again, I called "Tech Support" and was told to go through the exact same process once again. I said that I would not spend another three hours on the phone in an attempt to "fix" the problem a second time and that it was my desire that in-home service be performed to correct the problem once and for all while it was still under warranty. I was REFUSED in-home service in no uncertain terms, and was told that I had to send the computer to Indiana for repairs. Again and again I was REFUSED in-home service and was told that my only option was to send it to HP's repair facility. I was unsatisfied and escalated my complaint. The "Escalation Manager" then informed me that I was not - and never had been - eligible for in-home service, in spite of the fact that I had received in-home service on four separate occassions. When I questioned my "ineligibilty " for in-home service, in spite of four documented (with HP workorders) service calls I was told that "it was probably a courtesy). My problem is not resolved, I have been refused a contractually-obligated service, and I have been dismissed as simply another unhappy customer whose warranty is about to expire and won't be HP's "problem" in eleven days. Because of the extremely poor service and insults to which I have been subjected I wish to be reimbursed for the full purchase price of this extremely defective piece of junk that passes for a computer.

Company: Hewlett Packard (HP)
Country: USA
State: California
City: Palo Alto
ZIP: 94304-1112
Address: 3000 Hanover St., MS 1050
Phone: 8005247638, 6508572709
Site: hp.com

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