Hewlet Packard
Hewlett Packard customer service - Desktop purchase

I researched and ordered a new HP desktop computer on 6-22-09 with an estimated build date of 6-29-09. To my surprise I received notice that the system was built and being shipped on 6-24-09. At first, I was elated by the fast turnaround but upon checking their website on 6-26-09 I discovered that the system I had ordered had been discontinued and replaced by a new model. The new model had many upgrades like a faster processer, more memory, a more powerful video card, etc. It even included a free future upgrade to Windows 7. All for less cost than the one I ordered. I was not advised of the new model coming out when I placed my original order.
To make matters worse I discovered that as I placed my original order on 6-22-09 I would not qualify for the Windows 7 free upgrade.
I contacted HP and they couldn't help me. Eventually I was advised that my first selection was an excellent computer and offered a $30.00 credit with the indication that "maybe" the Windows 7 upgrade would be given to me as my order had not been delivered. They were awaiting management review.
I had estimated the new computer included $100.00-$150 in upgrades not counting the $50.00 I might have to pay for Windows 7. I checked their web site and noted a 21 day return policy but this cannot be started until the shipped to me and then I have to call back and obtain a return authorization number and go through the numerous questions as to why I want to return it. I decided to order out the new model and send back the original one. I really did not want to do this but I had no choice as I would be stupid to not take the upgraded model and get the Windows 7 upgrade for free. I felt I was getting taken advantage of by being sent a discontinued system and excluded from the Windows 7 upgrade when I had not even accepted delivery! To top all of this off the new model had a $100.00 instant rebate while my first order had a $50.00 rebate. I was also advised that as I was quoted EPP pricing no additional discounts, coupons, etc. Would be accepted. So far, I am not disappointed in the product as I have not gotten it yet. I am disappointed in the marketing approach and lack of disclosure as well as the totally unfair Windows 7 approach on new orders in progress. I will have to wait an extra two weeks for my new model and have a temporary double charge on my credit line. I will also have to call in for the number to return the first order then take it to Fed Ex to send back. This has not been a positive buying experience thus far. I only hope it gets better and you review your procedures.

Company: Hewlet Packard
Country: USA

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