Complain effectively: California Attorney General: www.ag.ca. Gov - make your voice heard!
I purchased a bundle package from HP Sales department by phone in Sept. 2011 to include Laptop, monitor, port replicator and printer. I spoke in depth with sales indicating what I would use the equipment with, i.E., other office equipment that I had and deferred to them as to what would work best for me and ordered accordingly.
I received the order a few days later excluding the laptop which was shipped a week and half later. I paid a local computer technician to install and hook everything up. Within a couple of days the monitor picture began "jumping" and was unreadable. I called technical support on several occasions with no resolution. I then requested an executive case manager - Milow Billyard who requested a few days to talk with HP engineers. He did not call me back - only after calling him did he then send a new port replicator. I set it up and within a couple of days had the same issue with the monitor. I called Mr. Billyard back to let him know the problem continued - he told me he would get back to me in a couple of days - which he did not. Along this time I was told that the 30 day warranty period and elapsed - I pointed out that the problem was reported well within the 30 day warranty period. I called him back and that is when he told me that the port replicator was only meant for "light" item use (what is that???). I again explained how it was ordered and selected by the sales department - after much frustration I was then turned over to Christopher Fawcett. At first he also maintained that the replicator was not designed to handle printers that were plugged into it and I promptly asked if he had informed sales and listed the limitations on unsold units - he told me that was not his job... (not his job!). He then determined it may be the monitor so he indicated they would send a new monitor. I received it on November 10 and was able to get it set up on November 12.in looking at the box the monitor arrived in - it was quite different than the original one that I had received so I began to wonder if they had sent me a "refurbished" unit. The moment I had it installed and plugged into the replicator it had the same issues. I called Mr. Fawcett on November 14th and was told that he would return my call that day - I also left a message for him that the new monitor did not work. He did not bother calling me. He did call the following day - he told me that it had come to his attention that there were more people with the same complaint and sent me a link to something else I might try (taking up additional time on my part) I also asked him if the "new" monitor was in fact new or a refurbished one. He indicated it was a refurbished unit and that since I was outside the "30 day warranty period" anything that I might receive would ONLY be refurbished items. I was furious - if I wanted refurbished units I could have purchased them at a lower cost than new - I chose NOT to!!! He was belligerent and almost hung up on me. I am left with bad products - have spent hours trying to resolve these problems to no avail. HP has wasted my time, efforts and energy and has used my monetary resources to purchase products that don't work and then sent inferior products (refurbished units) to replace bad products that still do not work. When I asked Mr. Fawcett to speak with someone higher up he indicated there was no one higher up... I have called their corporate office and received no assistance – only that someone else in executive support will call me.
I am thoroughly disgusted with HP and will it has become obvious they sell products that don’t work together and knowingly continue to do so.
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