My daughter purchased an HP laptop computer in the fall of 2007, in the winter of 2007 we had problems with the computer and had to send it back to HP, it was the mother board, in February 2008, the motherboard died again. It was replaced again. Then in agian in the summer of 2008 the same problem. It was sent back and repaired. In September of 2009 the motherboard died again. We contacted HP and they told us that the warranty was up on the computer and they wanted $495.00 to repair it. We chose to purchase another computer...not an HP obviously. This past weekend a friend of ours who is extremely familiar with computers decided to take a look at the HP that we had so many problems with, and contacted HP about the situation. We were told that if we had called 5 days earlier that the motherboard would have been covered under warranty, because they had extended the warranty. Well we had called in September, but no one told us that the warranty had been extended ! They are telling us that they can not even find record of our phone call. The Customer Service Department of HP stinks! I think they even lie! The president of the company has been contacted, but I doubt that will do us any good...it didn't the last time...So anyone considering buying an HP...spend your money elsewhere, unless, you only want to use it for a few months and you have lots of money to throw away...It's a shame that they put students through this ...especially students with learning disabilities that rely heavily on these machines. NEVER EVER EVER BUY AN HP PRODUCT IS MY ADVICE TO ALL!

I would like to put HP to shame for terrible customer service. I ordered an HP laptop last year in June. I paid $1200 for it. This past March, my hard drive crashed. I lost everything on my laptop. I called HP and asked them to send me a new one since I was under warranty. The customer service agent – said he will send me new one but I would have to install it myself and send them back the old one. I said – the old hard drive is damaged – and I will need to see if I can retrieve my data from it. He said “you have 14 days, after you receive the new HD to retrieve your information. If you don’t return it after that time frame we will charge $400 to your account. Now it is bad enough I lost everything – but now I am under a time constraint to get this fixed. I got hold of a vendor who said he would charge $90 to retrieve my data. I took my hard drive to him and sadly enough he said the hard drive was damaged completely and needed to go to through intense recovery. He said the process costs anywhere between $500 to $2500. And also said before I send it to HP I should recover all my data for privacy purposes.

So I called HP back requesting a resolution. I asked if I can keep the damaged hard drive so I can get the data retrieved some day in the future when I can afford to shell out such huge amounts, or if they can restore the data for me or pay me to do so – so I can return their hard drive. And if HP is only asking for it to destroy it – then I much rather destroy it myself. For one, I was hung up on 4 times when I called HP and then when I finally spoke to some called Rexcot he yelled at me saying he would not transfer me to a manager and I could complain to corporate as he didn’t care. I was appauled with this behavior – so I hung up and through HP’s website I wrote a letter to their CEO with the hope to get some help. Of course the letters never made it to the top of the chain. They were all forwarded to the HP case manager (Gilbert) who took over my case. When Gilbert called me – I told him I didn’t have the money to retrieve my data at the moment – so I would like is to keep the hard drive and when I am done with the process I would send it back to them. He said ‘No. it is against the policy. You have to return it.” What surprises me is that what would HP want with a bad hard drive. Second, if I knew I was going to go through so much trouble I would have just purchased a hard drive externally which by the way costs $80-$100 if you shop wisely. I have no idea how HP comes up with the $400. Also, we all know that you should not give your hard drive to anyone if you have personal information on it. HP wants me to send it back with my data on it – I am not sure what they would do with it – but that is a privacy infringement.

When I exhausted all my options – I asked the manager to just reimburse me as I didn’t want their laptop anymore. Then he goes – you cannot because it is not broken. So I asked – “do you want me to break it?” He goes – “No then we need to send it for repair.” He goes we will only reimburse you the partial amount. Which is this case was approximately $500.

I asked to speak to someone higher up and I am told “the case manager is it.” I want to bring my experience with HP to every consumer’s attention. Unfortunately I am stuck with this bad company and their horrendous customer service. But I hope this can help other consumers who are in the market for computers. I would recommend DELL and Gateway any day over HP. Not to mention they are cheaper than HP as well.

Complaint against Hewlett Packard Customer service

I bought a HP Pavilion notebook pc in July 05 and began to have problems with lagging and graphics within 6 months of purchase. I called HP cust support and was told I needed more ram. I had the ram upgraded shortly thereafter and it seemed to help... for a couple of months. Lagging was no longer a major problem, but the graphics problems increased, and there was a distinct rattle when the pc was moved around. I contacted HP once again, and was told to send it in for repairs (still under warranty at this time) They sent packing materials, I sent the nb on June 16, 2006. It was gone almost 3 weeks. The rattle was still there (they said there was nothing loose, it was 'just the sound of the floppy drive when it was moved') and it did take about a month for the graphics to start messing up again. During this month, it started overheating and shutting down at random. By this point there is no way to send it back in while still being under warranty. (Although the problem wasn't fixed the first time, they considered it a different problem of course) Now they say it 'probably needed a new screen, about 400.00, so we deal with the graphics and feel very cheated. The overheating problem continues. I take it to an authorized pc repair shop to check the fans, they don't see a problem, and can't figure out why it overheats off and on or why the graphics randomly mess up(maybe a short/loose wire??). I call HP and they suggest buying an external cooling pad, which we do. It seems to help the overheating, maybe, but it is so bad my son barely tries to use it because it is more trouble than its worth. Imagine if you will, spending an hour writing out an essay, only to have the pc shutdown and having to start all over, not to mention any online activities. (graphics are worse than ever, rattling still present,overheating constantly) To explain the graphics situation... When they go haywire, and you move the notebook up/down or sideways, they will clear up. So..for about the last 9 months the pc has been useless.Fans sometimes work, sometimes not, overheating and shutting down more than running. During this time I call HP once again to see about ordering fans, or getting a part number, but they can't even find a parts list for this pc, to the best of my understanding, since I can barely understand the guy I'm talking to and he can barely understand me. By the way, you have to pay for phone support now. I give up. This past July my brother visits from across the country and is not afraid of laptops, so he takes the back off to get a part number for the fans and finally discovers the cause of all of the problems we've had with this nb. There is a factory tester cd floating around inside the body of it, blocking fans/airflow and scratching back and forth over everything,and has been doing so from day one!! I take the cd to the Geek Squad for identification, and they tell me that it is the disc used on the assembly line when testing the motherboard. I called HP support and was told sorry, out of warranty. Next talked to their manager, same thing and he says no one is higher up than he, unless I call HP headquarters. Of course he will not give me a number, so I go online and chat with HP. They asked me to let them help instead of calling HP hq so I wait for week for the return call and satisfaction that is promised. I go back online to try and get a contact # for HP hq and am told the same thing which I decline this time, and finally get the number. I call Hp hq and am sent to their manager who tells me that it isn't under warrenty, and even had I bought extended warranty, they would not even touch it for repair because we took the back off. I understand we aren't under warranty still, but this is not a case of normal wear and tear or dropping the thing, it is a factory defect (screw up) not mine, and had we not taken the back off, it never would've been found. If it were a car, it would've been called a lemon. I feel that HP should stand behind a product that came off of assembly with a screw up, even if we were the ones to find it when even they couldn't figure it out. I understand that people and companies make mistakes,who doesn't, but when it happens, they should be held accountable for it. HP support has been pitiful and no support at all. They seem to have no interest in the individual customer. I am posting this for not only my benefit, but for others who may be considering HP products. I am also sending a link to HP support, and if they choose to listen this time and remedy this problem, I will repost so everyone will know that they came through.

Thanks!