I had purchased a HP Pavilion Notebook HP Pavilion dv6415us Notebook PC) from Brand smart In Miami on the 28th of September 2007. The notebook had some hardware problem and just would not 'boot'. To cut a long strory short, I spent close to 5 Hrs on the phone (being transferred from one call centre to the other) before these guys realised that the problem was with the hardware and I was advised to return it to Brand smart (Complaint # 800 329 6395). In exchange I was given another notebook (HP Pavilion dv6000) which appeared to be working alrigh initially.

However, when I brought it to the Cayman Islands, where I currently work, I noticed that the keyboard was defective (none of the upper case symbols on the numbers corresponded to what was appearing on the keyboard. In addition, there was an additional P in place of L on the keyboard!!). The customer care complaint number was 800 462 5115) Again I had to spend ages trying to get in touch with the HP suport staff before they realised that the second Notebook too had a hardware problem.(Service ticket # 800 436 2421). I was asked to send this back to HP by FedEx. After about 2 weeks I decided to give them another call to see what was happening.

As i was not geting any sensible answers, I asked to be put through to the supervisor and was transferred to Mr Stephen Shaan. Mr Shaan , finally (I would have spent another 8 to 10 Hrs on the phone with various support staff before I spoke to Mr Shaan) agreed to refund the entire amount ($ 801.32). He wanted me to fax a copy of the receipts (which I promptly did)

As I have already explained I have not been able to use the notebook FOR EVEN A SINGLE DAY ever since I paid for it 2 1/2 months ago. The notebook has not been returned yet.

Despite repeated reminders, I have not had any response from the HP. I would appreciate your help in resolving this issue.

I live and work in the Cayman Isalnds and that makes it all the more diffiuclt. I have given an address of a friend of mine in Georgia as nobody responds when I give them a Cayman Tel Number.
I look forward to hearing from you.

I HAVE SAVED ALL THE CORRESPONDENCE WHICH I HAVE HAD WITH HP
Yours sincerely
Dr Ajit Mathew