Terrible story about HP servise in Belgium

For the past two months I’ve been trying to sort out the situation I got into trying to have my laptop repaired. I sent my laptop (number dv 9670 ed) to HP office on January 6, 2009, because its monitor was not working and it was still after warrantee.An HP representative called UPS and a UPS courier picked up my laptop, which (according to the directions that I was given by an HP representative on the phone) was not packed and had no battery in it. I was surprised to see that a UPS courier did not pack the laptop in my presence. Later I was told that packing my laptop was my responsibility which contradicts with the directions I had been given by an HP representative earlier. Two weeks later I received a bill in French from the HP office in Germany. I was able to understand only 2 things from that bill: the total amount of 367 ˆ that I am supposed to pay and the English expression "drop damage”.
For the next two weeks I called HP on a daily basis and told that story to many different HP employees each time providing them with my laptop ID information, such as:
Series number,Product number,
Order Referents number,Repair number,My address,My telephone,
My first and last name....
The answer I received from your representatives after waiting on the phone for half an hour was a promise to call me back because the people who could help me were busy at that moment.
I got often disconnected and had to redial a few times and provide them with all the information again. Nobody called me back and none of your employees helped me resolve this issue. On top of that each time I called I had to pay for such SERVICE call myself 10 eurocents/1 min.
Perhaps any other person would not spend so much time on this issue as I did and would just pay that bill without trying to clarify it (which I believe was the intention of the company that sent this bill).
But I chose to spend some time to get an explanation.
Finally when I reached the customer service department I talked to your representative ,who promised me to resolve this issue and asked to send him a photo of my damaged computer from the technical department in Germany where my computer was at that time.
Two weeks later, after calling the customer service office frequently to remind them again about my issue and to try to speed up the process, I finally talked with somebody, who informed me that they did some research by examining the box in which the computer arrived to the repair office and came to a conclusion that the computer was not dropped during transportation and therefore they consider the damage my fault. He told me that they are convinced that I dropped the computer and that the fact that UPS picked it up at my house without packing it was my fault and my responsibility.
Unfortunately I can’t prove them wrong because I didn’t take any picture of the computer before I send it with UPS.
The UPS representative did not see any damage while picking up the computer, because neither one of us saw the computer from outside. But HP representatives see the computer from inside and outside. They detected that chassis and the video card were cracked. Replacing these parts will cost me half of the price of a new computer with the same features.
In addition to that after HP service replace the chassis and the video card the warrantee on the computer will last only for 3 months (instead of one year).
So now I have two choices: either to have my unrepaired cracked (according to my understanding) laptop back and pay 60 ˆ for postage after loosing a lot of time, nerves and money for telephone calls or to pay for the repair.
I decided to pay for the repair, so all the nerves, time and money I spent on phone conversations with HP wouldn’t be wasted. I informed Ron Vijigen about my decision by phone on February 2, 2009 and 2 days later I confirmed my decision by email per HP request.
I was surprised to receive my unrepaired laptop back the next day delivered by UPS.It turned out that while I was clarifying the situation trying to reach different HP departments, the technical department sent me my unrepaired laptop back without even securing the screws which resulted in the front panel breaking loose.
I post my story on all Internet forums so people would know about the kind of service HP offers their customers and about the quality of the computer produced by HP that broke down twice during the first year.
The first time my computer broke down I also had to spend lots of time trying to reach your office and waiting for a long time for someone to answer my call. The only difference was that DHL packed the computer in my presence and returned it back to me in two months without any invoice so I still don't know what was broken in it.
When I saw the cracked part of the computer it became clear to me that the required repair should be covered by the warrantee because the material of the chassis looks bulged and deformed which ould be a result of overheat and was probably later cracked during transportation.
And how would that be possible to drop the laptop having as a result of it only the video card and the ventilator grill broken located in the middle of the computer body?
Obviously the HP representatives are trying to save money by not covering the repair of my computer.
But I have never seen such a bad service!I am still trying to reach HP representatives but receive only promises in response to call me back.

 

I deleted your other thread. Please do not post multiple times the same thing.