Hewlett Packard
My 2-month (and counting) nightmare with a HP laptop

I purchased a laptop in May within a few weeks I started having problems with the keyboard. It acts like the "Ctrl" key is stuck, performing short key functions instead of typing letters. E.G. Letter "h" opens history instead. When this happens, I can not type a URL in the address bar, it instead opens many tabs.

Called tech support many times, who restored to "default" settings, had them even do remote access, no resolution. Sent it in for 1st repair, they retuned it within about 2-3 days with a document stating that the keyboard was "repaired/replaced" but less than 48 hrs, the issue reoccurred. Called tech support again, sent it for 2nd repair. This time the document said the keyboard, assay door and one other item was "repaired/replaced". The laptop worked fine for a little over 1 week but then the keyboard problem was back as well as 2 additional problems - screen went black, came back on, with message "drives lost and recovered" and it now switches the keyboard language randomly.

When I asked the case manager to speak to someone higher, she replied, "they don't talk to customers". Through this, I asked repeatedly for a replacement and each time the case manager and later, the executive case manager said my warranty did not cover that - it only covered repairs. I even asked for a refund too but got the same answer.

Frustrated, I emailed the CEO of HP, expressing my displeasure with the product and experience as well as what would be a fair resolution, considering my efforts so far, the inconvenience, loss of time and energy, etc. I requested a refund. A day or two later, I received a call from the same executive case manager I have been talking to. She asked me to send a copy of my purchase receipt which I did.

Instead of a refund, I was offered me a replacement product but the wording of the email seemed to me to be, for lack of a better word, a shortgun order - basically I was asked to reply with my "acceptance" of this product and that it was a limited time offer. The email also gave the impression I had discussed this option in the phone conversation with the executive case manager when I did not. I told them I was no longer interested in a replacement after my 2 month ordeal and the only option that seemed fair to me is a refund.

It really is quite disappointing to spend money for a product and for it to not even perform the basic task, which is to function properly. I rely on a computer to communicate with family but with a keyboard that is so unreliable, this has been challenging.

On the issue of warranty, I asked whether a customer should be held to the limitations of a warranty when it has been clearly established that the computer problem is that of the manufacturer? But I have received no answer on that. Did I mention during my initial dealings with tech support, they kept trying to sell me some kind of "total warranty" - the guy said with this warranty, I could break the computer into pieces and they would replace it. But I kept asking why I should be forking over $150 again when the problem is not my fault?

I feel like this issue could have been resolved long ago, had HP offered me a replacement at the start or even after the 2nd repair. The offer only came after I contacted the CEO in frustration and requested a refund.

Given my experience so far, were I to accept a replacement, can I really trust that my experience will be any different? I have asked myself this question and sadly, I do not believe the experience will be any different. I feel like this was an opportunity for HP to retain a loyal customer, but experience has not been desirable.

As other avenues have failed so far, I am resorting to a public forum in the hopes that I can get a resolution to my issue, my experience will help others, and above all, I hope that this leads to improvement in customer service.

Thank you in advance for reading and for your help. Bella321

Company: Hewlett Packard
Country: USA
Address: 3000 Hanover Street, MS1247 Building 6A Palo Alto CA 94304-1112
Phone: 18779174380
Site: hp.com

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