On February 20, I called technical support as I am still under warranty for my Hp Pavilion. I was on the telephone with “Shabnam” for 1 hour as she attempted through about 12 steps to instructed me to fix my CD/DVD drive as opposed to simply fixing the possibly registry problem. After many steps she instructed me to remove the Drive by screwing off the back of the computer which requires a tool used by computer technicians. I of course could not get the back off as I am not a technician. She then instructed me to call and send my computer to Hp to get it repaired. I called Hp and was told after 1 hour and 38 minutes, by Ayaz, I needed to get a case manager. I should have been directed to Costco Concierge which is the route normally taken.
On February 22 I finally got a case manager “John”. He told me a box with shipping label would be sent to me to send my computer to Hp and it would be returned after repair in 5 –7 business days. The box arrived on 2/23. I mailed the box back on 2/24 and it arrived at Hp on 2/27 and was confirmed by email and Natalie by phone of its arrival. John gave me a repair #JSF431 and told me I should be getting a call on 3/1 or 3/2 with the tracking number for the repaired computer to be returned. John never called so I called on 3/2 to check and was told by Michael the computer didn’t work.
On 3/5 John called to tell me that the computer was still being worked on and he’d call me back later with an update. He never called so I called and spoke to · Anna…said nothing was wrong with my computer and the ship date is 3/5, computer is being thoroughly checked…left on phone 30 minutes for her to get info…then disconnected· Shamet …said the repair time is 7 – 10 business days for return …left on phone for 21 minutes to get information…disconnect· Suvamita…left on phone 12 minutes referred to · Lara Tavier at corporate headquarters when I called the reference number I was given I got· Josh (nasty attitude) in Canada who referred me back to John· I called executive customer relations and spoke to· Ginger who referred me to a new case manager and said I had a ship date of 3/5 and that nothing was found wrong with the computer· Mary Ann who referred me back to John who had left for the day but had a message to call me immediately the next day 3/5 and the case was being expedited 3/6 I called executive customer relations to find out the status of my computer as John never called to follow up.· Ginger was not available referred by· Monique back to John who was not available but would call back in 30 minutes…never called back· Ginger called to say she would call back before the end of the day with the resolution…never called 3/7 I called and spoke to· Holley who referred me to· Francisco who said the technicians were working on my computer, it was being tested, and he would look into the updated information and call back in 30 minutes…never called. I called back after several hours and spoke to· Senje who referred me to· Gloria who referred me to · Dennis who said he would pull the information and see if he could expedite the situation and call back…never called· John called…said extensive work was being done on the computer was the reason for delay· Ann in corporate offices said Dennis not available but she couldn’t give any information as she would have to write to the case manager group to review my case, who would then reassign my case, find out what is wrong and I would get a call back in 24 hours with answers…never a call back 3/8 I called to speak to a supervisor· Holley said she would speak to the Managing Supervisor in the service center, Claudia, who never got on the phone and she did not have the number for the service center…disconnected.· Susan said the case had been re-escalated through “resolution” and she would call back…never called
3/9 3:48 PM Hp has had my computer for 11 business days with no information as to what is wrong with it or when I would receive it back.· John called…asked did service center call and he would get to me in 24 – 48 hours (3/12 or 3/13/120) to find out why I never received a call. I then called corporate and spoke to· Charlotte she’d check on status and see what could be done.· Isaac, the technician working on my computer saidØ Computer was not received to be repaired until 3/5/12Note: 6 working days after it was received at HpØ CD/DVD drive does not read discsØ Touch pad super sensitive cursor jumps around if your hand even comes near it cursor movesØ OS needs to and would be replacedØ Touch pad adjustedØ I should have a tracking number by 3/12 and receive my computer by 3/13 · Rosyln put info in records· John called to confirm the call from technician and said he’d call with tracking number
The CD/DVD drive should not be broken after 7 months. The construction of the Hp laptop is VERY poor as you cannot type without passing over the keyboard which moves the cursor in every direction. The latter situation is due to poor testing and quality control before distribution.
This has been an extremely stressful and unnecessary situation for me. I have a medical condition that is intolerant of stress. Hp should not have held my computer for 6 working days before beginning repairs on problems (adjust keypad sensitivity and reinstall th OS) that take a couple of hours at most. I should not have had to talk to a case manager, John, several times who could not give me any information, who did not get back to me on several occasions, who gave me misinformation several times and in my effort to resolve this been referred constantly back to him.in addition I should not have to speak to 16 different people, some of them twice, due in part because the people I requested were not available. I spent an average of 2 hours a day on the phone for 10 days.
I would have returned this computer to Costco where I purchased it but unfortunately when I had the opportunity to use it and realize what an inferior product it was, the return date had passed.
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