HP has put substandard products in the market and does not notify customers of their rights for repairs and does not honor their warranty statements. My computer is less than two years old and has had several problems since my purchase. I constantly get operating system errors, my AC adapter plug broke within a month of my purchase, my system board has been repaired to get the hard drive to detect the wireless network, and now the hard drive has crashed. This product cost me $899 and I am now being told I need to replace my hard drive. There is an HP Extended Warranty Service that covers a variety of issues, with one stating "Notebook does not start." My notebook does not start because of an operating system error but the company rep is saying the warranty is only referring to power issues not hard drive failure. The statement does not say "Notebook does not start because of of power failure." When you invest upwards of $1000 for a computer, you expect it would at least work for five years without serious repair, errors, and problems. I have had constant system errors, recovered my PC on several occasions, and lost a lot of files and time on the phone with HP repair technicians. Not to mention that I had to purchase a new AC adapter because the one HP repaired went caput. That new AC adapter cord cost me $100. Now this AC adapter connector is loose, does not charge my battery, and causes my computer to shut down arbitrarily. I received a class action notice and claim form this summer but the action did not seem to include the problems I have been having. I think HP has a substandard product and would prefer some type of refund for this product so that I could purchase a real computer. Getting warranty information is very difficult. I spent a lot of time wondering why my wireless adapter would not work and I stumbled across the HP Extended warranty service information. They did not inform the consumers of this problem outright. Computer manufacturers should be required to inform consumers of problems and recalls such as this. My current problem, according to Raphael at HP chat is my hard drive has crashed! Crashed in less than two years. My computer was at HP for repair of the wireless problem in March/ April— how can I be sure they did not do something to cause this new problem? I am most likely not the only person with these problems with HP. I have called them and let them know about these problems, particularly with the products and peripherals not working. I hope they are not allowed to continue robbing people of their money with such substandard products, warranties, and poor customer service.
Consumer's Desired Resolution: I should not have to replace my hard drive in less than two years. That should be covered under your so called "extended warranty service" as your document does not explicity state "Notebook does not start because of power failure." My Notebook "does not start" as you state— the reason is because you have substandard parts and peripherals and charge too much for the product. I would like a refund of $1000, the amount I have spent on this notebook and a new AC adapter that is now not working. The connection for the AC adapter is so fragile I am sure you designed it that way so that you could charge for the repair over and over again! At a minimum, I deserve to have my hard drive replaced free of charge and the AC adapter replaced. I have never owned a product that has AC adapter problems... AC adapters last forever, or so they should.
BBB Processing
10/14 VA BBB Complaint Received by BBB10/14 EKM BBB Yahoo/HP Complaint Validated10/14 Otto EMAIL Send Acknowledgement to Consumer10/14 Otto EMAIL Inform Yahoo/HP of Complaint11/05 WEB BBB RECEIVE BUSINESS RESPONSE: Contact Name and Title: Cynthia Ferguson Contact Phone: 650-857-3936 Contact Email: cynthia. [email protected] Hewlett Packard's Case Manager contacted Ms. Childers on 10/31/08 to offer her a new hard drive at 50% of the cost on her 2yr old notebook. Ms. Childers refused this offer. The Executive Office will stand behind the Case Manager's offer. Ms. Childers can contact her Case Manager to accept this hard drive at 50% of the cost. 11/05 VA EMAIL Forward Business response to Consumer11/06 WEB BBB RECEIVED CONSUMER REBUTTAL: (The consumer indicated he/she DID NOT accept the response from the business.) It does not address the misleading information in the warranty. It does not address my suspicions that HP could have damaged my unit in a previous repair attempt in April. It does not address issues of the AC adapter cord breaking three times in a two year period. It does not address the issue of my computer not being able to be charged because of the broken adapter. It does not address the substandard product which HP sells. It does not address the issue that this notebook was $1000 and is basically nonfunctional. It does not address the fact that HP knows of several problems with these computers but does not notify consumers of these problems (they wait until you find out you have a problem yourself and hope you never find out about the fake "extended service warranty" crap hidden on their website. When I first had the adapter problem, HP tried to charge me $300 to repair the connection in the computer when it was actually the cord itelf. I declined that offer as well but had to go purchase another adapter cord which cost $100. Now I have the same problem with the cord and a host of other problems. The product is substandard. HP is a large company with "one solution? — to charge me additional money for a crappy product? At this rate, the notebook has cost me $500 a year and still doesn't work. That is a lot of money to me. It is worrisome that HP has this "case manager" unit that does nothing to actually help the consumer. Why a company would need a host of "case managers" is indicative of the plethora of consumer complaints that have been logged against HP. The attached website will give you more insight: http://www.pcmech.com/article/hp-pavilion-dv6000-notebook-review/#comment-16272 Additionally, it appears HP is nonresponsive to most complaints but has actually given others a replacement unit. HP has robbed millions of consumers, leading them to believe they are purchasing a quality product. The computer cost $1000 and is probably worth $100. The company now pays "case managers" with the remaining $900 it makes in profit from millions of consumers but has no clear remedy to rectify the variety of problems with these notebooks. My research indicates there are millions of people with the same problems with these notebooks. And because the notebook gets so hot, it will damage your hard drive. Why HP sold this product without proper cooling (i.E., a cooling fan built in) is beyond my comprehension. It is time for HP to accept responsibility for these nonfunctional notebooks and do the right thing for the consumers who purchased them in good faith, believing they are making a major purchase that will be good over a minimum 5 year period. HP needs to do the right thing. 11/06 BBB MORE INFO RECEIVED FROM THE CONSUMER: This web site says it all: http://www.pcmech.com/article/hp-pavilion-dv6000-notebook-review/#comment-1627211/06 VA EMAIL Forward Consumer Rebuttal to Business11/07 WEB BBB RECEIVED BUSINESS' REBUTTAL RESPONSE: Hewlett Packard's Executive Office apologizes Ms. Childers has had several issues with Hewlett Packard and her notebook over the 2yrs of owning her notebook. Hewlett Packard does recommend customers to purchase an extended warranty. Had Ms. Childers purchased an extended warranty, she would have been covered for the hard drive replacement past the 1yr manufactured warranty. There is still nothing further the Executive Office will offer Ms. Childers on a notebook that is over 360 days out of warranty. 11/07 EKM EMAIL Send Business' Rebuttal Response-New Offer11/11 WEB BBB CONSUMER REJECTS BUSINESS' FINAL OFFER: (The consumer indicated he/she DID NOT accept the response from the business.) Still does not address the issues presented outside of the hard drive. This company is a joke and should not be allowed to take advantage of consumers with cheap products.
This is a copy of my complaint to the BBB of Silicon Valley, which did nothing to make this company respond to the plethora of problems I have with this product. I am out of $1000 and I am pissed. A corporation should not be allowed to steal a person's money without being held accountable. HP offering to "sell" me a replacement hard drive at 50% off does not address any of the other problems that I (and countless of other consumers) have experienced with the substandard HP notebook product. I will complain to the heavens until someone hold HP accountable.
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