Very Pissed at HP for their delays. Possible to Convince HP to give me a replacement?

Let me just get straight to the point:
Basically I had a screen issue with my computer so I sent it in for repairs. When I received my laptop back, it was poorly assembled. To be more specific, my camera was missing, the LCD screen was changed from BrightView to Matte without my consent and the casing (the finger print magnet surface) came bent, damaged basically. I also realized my microphones weren't working (possibly might have to do with the missing webcam since they are near each other) and something was shaking inside my laptop (possibly a loose screw).

And today my laptop is supposed to be delivered home, but it hasn't even been shipped yet. In the customer order status page, it also made a mistake saying that my laptop was out of warranty and HP was charging me $755.59 for their mistake of poor assembly! Ridiculous! I had to call to fix that. HP told me that I would receive a call from the Concern Center. I waited several hours, skipping one of my classes (I'm a college student btw) waiting for that call...

After waiting for more than 4 hours, I decided to call HP again to see what was going on. This time they told me that I will be getting a call within 24hrs. (wow they assume I don't need sleep or don't have a life or something...) I asked for the Concern Center's number, but they told me they don't accept calls.

So now I am just waking till tomorrow 1pm (which will be 24 hrs). And if I don't receive a call, I am ready to seriously do my best to get myself a refund or a complete replacement. Gar....

I usually don't get angry but, this issue has wasted so much time of my life, I just can't sit here and be patient anymore. Just for your information, I haven't used my laptop for almost a month now. I've been walking to my school library everyday to do research, homework, and check my order status, email, and most importantly, to visit this website. I hope none of you have problems with your laptops. I regret buying my laptop through HP.com I am aware that Costco has changed their return policy to 90 days (I pretty sure), but that's still better than 21 days that HP offers. I only got my laptop through HP because I got the dv6000t when it first came out and I saved over 350 dollars through coupons, price matching, and rebates. But really, it's not worth it for all this trouble... Be aware folks.

So my question to you guys is...
Have any of you guys had similar experience from HP?
Have you guys tried to convince HP to give you a replacement? (or something that'll make up for all these loss of time, such as free upgrade to ram or harddrive?)
Any advice on what I should do?

Thanks.
- Michael

 

I'm brand new to this list and mainly came on because I saw your post, Michael.

Regarding your problem, try to get to the "HP Executive Customer Advocate Group". The phone number I had for them is (800) 756-0608 ; option 7 but it is from a few years ago. If it no longer works just call whatever number you can and demand to get transfered to that group. They are the team that tries (and usually does) right HP's big goofs. Basically, you have to get to a person that has enough authority in the organization to fix things. Good luck!

Your post is also concerning to me since the reason I came onto the site tonight was looking at coupons because I am considering buying an HP laptop. Though I have had Dell in the past I am very fed up with their horrific customer service so I am out shopping around for this new one.

 

Hmm....I dont know if i can really say which one has worse customer service. dell or hp? both are terrible.

They sure are nice to you when they're TAKING your money though.

 

Let's all face it, CS isn't what it used to be irregardless of company.

Heres what you should do:

Call up HP technical support, and nicely demand to speak to a Case Manager.
Tell the Case Manager your complete story then, nicely demand that you speak to a Corporate Case Manager, now one or two things will happen, either he himself will sort out your problem, or you will ge the number for a Corporate Case Manager who will. Stand Firm.

Tried and true, I wish you luck.

If you don't get the issue resolved thereafter PM me and I will help you

 

Yeah you can usually sucker out some discounts if you get connect to a nice rep. I complained to a rep. about not being able to puchase my dv2000t with Vista Premium with only 512mb; it required me to purchase an additional 512mb making a total of 1GB for $100 which is a total rip. The nice rep. said she'll credit my creditcard once I recieve my laptop. =]

 

Okay so here's what happened after I got a call from the Case Manager:

The Case Manager told me that my repair is going to be delayed until March 23rd latest, due to shortages of LCD screens. I asked him if I can just get a total replacement to my laptop since I haven't had it for over a month. He said that it won't make a difference since all their orders have been delayed due to the shortages of LCD screen. However, he did list my repair on their priority list to get it fixed as soon as possible. I asked him for his contact information and now I have his, email, phone number, and name. Should I do something else about this? (like ask for an upgrade of harddrive or RAM for their delays) I really feel like I'm getting ripped because I'm not getting a lot of my things done in school because I don't have a computer. The only reason I bought a laptop was so that in college I can work more efficiently. So much for the efficiency... I will keep you guys posted if something happens.

 

Could you ask that they extend your warranty for the two months that you will have been without your computer?

 

if you are unhappy just send it back in... state... "intermittent lock-ups and BOSDs" then give them "hiss sound while under 100% cpu load" ... do this 3 times... you'll be issued a brand new replacement.

 

my rig is delayed more than 20 days..what can i say

 

Sorry to be diverting from the topic but,
I see you all talking about getting upgrades and discounts because of problems faced with HP CS. This is my 2 cents.

I got my 120GB Hard drive replaced because it was making a grinding noise when accessing data. However the Hard Drive i got back is only 114GB. Could I make a request for some upgrade orsomething, as i cannot change my hard drive now because of the work i am doing, and right now its my only notebook.?

 

No, don't. It's normal. The 6 GB is there but is dedicated to the OS and other stuff needed on a hard drive. When you buy a 120 GB hard drive, always expect in reality like 112-114. All hard drives are like that. For example, my 80 GB hard drive holds 80 GB, but realistically I can use around 76. My Ipod video holds 30 GB, but I can only put 27.8 GB of stuff on there.

 

Okay thanks i always thought that might be the answer

 

in my experience, you must have an open case for 21 days before being eligible for a new replacement from hp. you can only get one too by arguing your way up to a case manager. the case manager stated i would be receiving a new notebook with specs similar to my old dv8000, but when i got my new 9000 they added on a lot of features they didnt have to do, probably for all the hassle i went through to get a working one.