I feel so helpless - please help

Hi everybody.



I am going to try and make this very long story short. Few months ago, about 2 weeks after I got my PC in December the Hard Drive started making noise. Called support - got in touch with a case manager - boom-bada-bing - new hard drive was sent out I was all good to go.



Two months later, I start experiencing issues with the hard drive again. It would randomly turn off and all my apps would freeze up. I called HP support, after a while I got in touch with a case manager back in early March and this is where the process got long hard.


HP case manager (Michelle S) is nearly impossible to get in touch with. After a week of trying to get in touch, I finally reach her. We opt to have the desktop sent in to be looked at. I agree to do so, I understand that is a step they must take.



A week later after getting the packaging, sending in the desktop, and receiving it back, HP sends it back. System has been reset to factory conditions and reformatted. They claim that they replaced the HDD and that was the problem, but I don't think so. The hard drive still rumbling in the case and the hard drive still does this "turning-off" thing that forces me to manually restart the system. Michelle says that since it is quite new, she can replace it. She asked to call her back in a week.



Week later, I try to call her. No luck for about two weeks which makes it three weeks since I had talked with her about the replacement.



Eventually I get an agent who tells me that Michelle put in the order but that she missed a step or something. Next day, the guy tells me its on order with an expected build date of 4/24. At no point did anyone go over the specs with me before sending out the order. Today I received the PC. It was an HP Elite PC with similar (all equal or better) internal specs meaning hard drive/processor/video and audio card/ etc... BUT I ordered the HP ULTIMATE Desktop. Reason being, I didn't want one of those crappy mini-tower PCs that had no expandability options. The d4996t is the only desktop from HP I have found to be a standard ATX size with 7 USB's and plenty of PCI/PCIexpress slots.



I call today to find out whats up. First I get a lady who tells me "We sent you a PC with at least the same "specs", does it work?" I say yes if you are asking about the hard drive, processor, sound card.. etc.. I eventually hang up frustrated feeling really let down by HP, I MEAN REALLY LET DOWN.



I call again and get a nice lady. She finally gets Michelle on the line. Michelle says basically the same thing, doesn't seem to understand that these two systems are DIFFERENT. She keeps saying "We sent you out same specs, we're done". So then I just ask to send back this Elite desktop replacement they sent me. She says if I do that, HP cuts the warrenty of the Ultimate Desktop PC that I originally ordered, which basically puts my $350 down the drain and leaves me with a broken PC. After going at it a bit more, she says "Well i'll do some research and see what I can do - for the time being you'll have to keep the two PCs". I know that's just a put off to get me off the phone, but my mouth was so dry and my veins were pumping so much that i just had to get out of that call and sit and think.



Here I am now ranting, what the heck do I do? Im sure everyone outthere understands why I am not satisfied with this replacement. It's a cheap plastic consumer line mini-tower. I do video/audio production work - I need the extra PCI slots and optical drive ports + I feel much more confortable with a tower noting having all the components so close together. How can I get this turned around? I feel so cheated and confused right now! I mean I am now puzzled if I have to actually fight specs with "My original has 7 USB ports, this new one only has 6". I know that under the specs they list how many PCI and PCI express ports the tower has. The elite has about half of what the Ultimate has, so I fight that? Should I keep attempting to get in touch with this case manager? I have a feeling she's going to just ignore the call now and try and force me just to send back my Ultimate or something. What do you guys think I should do, I feel so helpless.



Thank you so much everyone!

 

bbb for one. get in touch with state attorney. and go above her. demand to speak to president/ceo. i don't know. threaten to sue. i would return everything and demand 100 percent refund and go elsewhere. find a smaller company with better service and support or build your own.

 

if you can return it and get the money back,do it IMHO

 

Got in touch with someone in executive dept. of HP - unfortunately they seem to not have much more power than the case manager line operators do. She told me she would escalate the case or something for review to get a new case manager, but she says it may or may not happen since the case managers "own" the case or something. I'm not totally sure where to go from here. I filed with the BBB and my state attorney, but this lady on the phone was mumbling under her breath as if agreeing with case management. All they seem to look at are the customizable specs and don't even consider the actually base specs which are obviously very important.

Not sure what to do from here though...

 

Try explaining it to them starting with the definition of computer (maybe they'll understand within a few years)

no but seriously, contact BBB and at least get all of your money back

 

Welcome to the HP nightmare/horror center