Hewlett Packard
Notebook With Broken Hinge Still Not Repaired After Weeks

July 10

Re: broken hinge and keyboard not functioning properly

We first reported a problem with this computer on 6/14 (broken hinge on back of computer) and to date have not had satisfactory service. At this time this computer was less than one year old. We did purchase the extended warranty at time of order.

The original Case No was sent to HP because of the broken hinge on the left side of the computer facing the computer. We requested this be fixed so further problems would not arise from this problem. The computer was returned to us not repaired and when the computer was returned certain keys on the keyboard would not work either (cap locks, S A). This may be due to the exposed wires on the broken hinge. We were given three unsatisfactory answers why the computer was returned to us unrepaired.

On July 10 we sent this computer back to HP for service after speaking with a case manager.

The HP Care Pack we purchased with this computer states a 3-day turnaround. So we were expecting this computer to be repaired or replaced. If replacement is required we requested the same computer configuration as we purchased.

If this system is not repaired or replaced, a letter from HP on your letterhead with an explanation was requested.

After numerous phone calls to service and our case manager we have not received our computer as of 8/7. Most of my phone calls have not been answered. The estimated delivery date has slipped 3 times.

We are very frustrated with this entire process. I have been in materials management for 20 years and have never experienced such poor service and unprofessionalism. This computer is required for online classes... And I can't even get a return phone much less a repaired/replaced computer or a letter of explanation.

Company: Hewlett Packard
Country: USA
State: California

  <     >