I bought a new, $1200 desktop PC directly from HP in July. From day one, the computer could not play sounds or video files properly. The sounds crackled and popped, and video files stuttered and stopped.
After going around in circles with HP tech support and reinstalling various files to no avail, I finally demanded that HP take the computer for repair. When they returned the computer to me, it was physically damaged as though it had been dropped quite hard. The metal case was dented, and plastic pieces on the front were broken. HP did not want to replace the computer and refused to respond to my emails demanding that they replace the damaged computer.
I filed a formal complaint against HP with the Wisconsin Department of Consumer Protection. HP chose to ignore the complaint. The Department of Consumer Protection advised me that they would keep the complaint on file for three years and make it available to any other consumers who inquired about HP.
Eventually I got HP to replace the computer with a new one now running Windows 7. From the first day, that computer (computer #2) had daily, unexpected blue screen shut downs and video driver/hardware failures. I returned that computer to HP's repair facility. They supposedly duplicated the problem and corrected it. They did not. The first day I had the computer back, it had another unexpected, blue screen shut down and video driver/hardware failures.
The new case manager offered to replace the computer with yet another, new computer (computer #3). Throughout the process, I continued to offer HP the option of refunding my purchase price or replacing the computer. I received the third computer. Within two hours of setting it up, it crashed with an unexpected, blue screen shut down.
I called the case manager and told her I was giving up on HP. I had lost all confidence in their products after three bad computers. I told her I wanted to return the computer to them for a full refund. The case manager told me that since my initial purchase was more than six months ago, they could offer me only a pro rated refund. I told her that was unacceptable. I said it was not my fault that HP had stalled and sent me three defective computers.
I pointed out to the case manager that the warranty clearly stated that HP would "give you a refund of your purchase price or lease payments (less interest) instead of a replacement." I asked the case manager multiple times why HP was refusing to honor the warranty. She refused to answer the question.
The case manager said she would get back to me about a resolution by Wednesday, 20 January. I told her in a follow-up email that if she had not initiated a full refund by that deadline, I would pursue other remedies. To date, HP maintains its refusal to honor the warranty and refuses to offer anything more than a partial refund.
I contacted my credit card company. They initiated a charge back and launched an investigation. I told the HP case manager that I simply needed her to send me return shipping labels, so I could return the defective computer to HP. She refused. I offered to send the defective computer back to HP at my own expense. The case manager said that would void the "buyback program."
The case manager said the next step in the process is for a service technician to come to my home to inspect the computer. I emailed and faxed the case manager with an acceptable date and time frame for the technician's service call. HP has yet to acknowledge either the email or the fax.
I have told the case manager that HP can easily avoid litigation by simply honoring the warranty. HP seems to be more interested in alienating customers than working with them.
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