HP Customer Care really worse

I am facing an issue. I purchased a g7 two months back. I have to go through a long process of sending the laptop to them. The internal LCD is having small crack earlier i guess but after some day the screen started behaving weird And then stop showing anything on screen. I send the laptop and the service team investigated it and told me that there is a internal crack on the LCD and i need to pay $352 to get it replace. Seriously $352 for replacing a LCD for a laptop which cost me $380. Also, its under warranty why should i pay as there was no accident to the laptop not even a single scratch on the outside screen and on laptop. Then they told me that this might be due to some pressure on the laptop...strange if someone jumps on to the laptop there will not be any damage to external parts but internal screen will be cracked...thats pretty hard to digest even when the laptop external plastic is really cheap and even can break with a little pressure. But they send the laptop back to me without even listen to me, they do assign a case manager to me who just offer me 25% discount rather than listening to my complain.. and they closed the case without any more investigation even i asked them to do it again.

Not sure what to do now. I do call the corporate office and they told me that they will ask another case manager to take a look. But i dont think anything going to happen ..they might give me 30% discount..nothing more...

 

I ordered their Notebook/Laptop Win 7 recovery kit from their website. Price of the kit, $12.00. Shipping: $2.95; Tax: $1.01. Total: $15.96
Final amount billed to my credit card: $32.16. (two separate billings, 24 hours apart)
Small potatoes maybe, but when you are on a fixed income, it isn't. HP Customer Support denies double billing, denies the purchase price posted on their website and denies that they ever sent an e-mail confirming the original order amount of $15.96.
Unfortunately for them, I have screen shots of all of it. Thanks to the President's executive order effective last November, this will be turned over to the FCC.
Oh yeah, I forgot to mention that the recovery kit is yet to be shipped.

 

Your credit card company should be able to help fix the charge as well if you are having troubles. Good luck.

 

Are there any local HP authorized repair centers? It just maybe a small repair shop you can find int he phone book. I would take the computer to them with the receipt and have them do the warranty work for you...

 

What presidential executive order concerns the FCC?

Very important to know what you are referring to....

Thanks.

 

Executive Order -- Assignment of National Security and Emergency Preparedness Communications Functions | The White House
While on the surface, this empowers the government with authority during an emergency, it gives the DOJ and FCC absolute policing powers over the internet to include fraud. Sites can be monitored, ordered to change or completely closed down by the order of the government. It is essentially the Lieberman Cybersecurity Bill that was voted down by Congress.

 

Success! After a rather spirited conversation yesterday morning that ended with my e-mailing my screen shots to support my claims and the rep's promise to review my earlier phone calls, I not only recieved a return call in the afternoon and a "profound" apology (their words), I was sent the recovery kit via overnight delivery and recieved a full refund of the second billing. The software just arrived and I wanted to post this asap.
Thank you HP.

 

Step 1: Phone them. Phone them again. Repeat
Step 2: Be calm and polite but state the facts and only the facts. You purchased two months ago and now the screen is cracked.
Step 3: They have to repair or inform you of the reason as to which they will not repair. Get that in writing.
Step 4: Stay calm.
Step 5: If there's nothing 'odd' then you will get the item repaired.

 

excalibur1814 is right. Over the past 3 years I've dealt with HP's sub-par support for my HDX, now ENVY, and to get any type of resolution I would have be pretty much on top of them which kind of sucks because it is time consuming. Also, his step 4 is important especially when dealing with case managers. They'll give you all sorts of attitude and grief but the minute you give it back you are out of luck because they'll pretty much end the call.

 

I wonder what they would do if you record the call, post it on their facebook page, youtube, local tv and radio stations.

 

Good point. It may backfire because large corporations hate being recorded. Anyway, I spent way too much time dealing with them that I just want to be done once and for all. I'm about to send my ENVY in a third time but this time my case manager told me she'll have the "engineering team" test it and see if they can repair it. If not, I'll get another replacement unit. I really hope I don't get another replacement. If it gets to that point I'll ask for a refund.

 

^^ not sure where you are from but here in Canada is perfectly legal to record phone calls as long as party is fully aware(means you).

 

Just to addon, you may submit a new case through HP support center.

This is my advice when dealing with HP support, because you may get to "see" certain things your case manager will never tell you.
Hi let me tell you the ultimate HP secret.

Create an account at HP Support Center
HP Support Center > Support Center Home
or
www.itrc.com

and then check your case notes with serial number or case ID.

This is useful because sometimes you can see which direction your case is going.