user name says it all

So let me tell you why I'm so pissed with HP and its customer service representatives...

Last year I bought a Pavillion dv2200 which was working perfectly. I LOVED this laptop and HP because every time I called them with a problem a supervisor or case manager would call me right back, sometimes just to follow up with me and ask me how I was doing with my new laptop.

Anyway, after 10 months a key popped up so I sent it for repair since I had a one year accidental and damage protection warranty/service. HP told me that I was going to get my laptop within 14 days and they originally scheduled the arrival of my laptop for Feb 21st. That day came along and I received a phone call from a rep telling me that there was going to be a delay and that I should get my laptop on March 6th (apparently they didn't have enough shipping boxes, are you kidding me?) Anyway, I let it go because I thought these things might happen from time to time. Now, March 6th comes along and guess what? Some rep calls me and tells me that there is going to be another delay and to expect to receive my laptop on March 20th. This time I was furious, especially because the rep told me again that they were out of shipping boxes! Also, please note that this was the second time they called telling me my laptop was going to be delayed another 2 weeks.

On March 19th, the day before my laptop was scheduled to arrive, I called back HP and talked to this rep called Joe. I explained to him that I am a student and therefore I need my laptop since its my tool for work and that it was inexcusable for HP delaying the shipment. I told him that I had been without my laptop for a month and a half and that I thought HP at least should provide customers a used/refurbished laptop to have while the other one is being fixed, especially if major delays were taking place like in my case. Finally after a month and a half my case got escalated to a case manager. The next day I had a phone call from this case manager called Mike and that's when my biggest problem started! He called me and basically told me that the repair shop they sent my laptop to was closing and that I was never going to get it back. Instead, he offered me a brand new one. He read the specifications of this new laptop and I jotted them down. Overall it seemed to be a much better deal.

Specs I jotted down are as follow:
Pavillion dv2700
Windows Vista Home Premium
Intel Core2Duo 2.5 GHz
14.1’’ screen
Memory 3 GB
Graphic 128 MD NVIDIA
Webcam, Mic
Intel pro wireless w/ Bluetooth
Hard drive 250 GB
DVD/RW w/ lightscribe
HP express card tv tuner w/ remote control
6 cell ion battery
FREE Microsoft Office Home and Student 2007 w/ Word, Excel, Powerpoint
FREE 2 year Accidental and damage protection
FREE headphones

Afterwards I explained to him that while my other laptop was in for repair my year warranty was going to expire so I went ahead and purchased another year for 150 bucks. Since I was not going to see that laptop ever again I asked him about getting my refund on that warranty and he told me to call technical support and that they would take care of it. So I did and technical support told me a case manager would call me back. (Never did, it’s been 2 weeks now, and believe me, I call back all the time and still have no answer regarding my refund)

The new unit sounded good to me. The only problem is that as soon as I got my laptop I plugged it in and noticed that the last column of keys (Delete, Home, pg up, pg down, end and right arrow) make a significantly louder noise than the rest of the keyboard when you tap them. The sound of these keys is as the one of a type writer and not of a brand new notebook. Also, HP replaced my laptop but I would have thought that I was going to get also the same programs if not an upgrade. As I noted above, case manager Mike never told me that I was going to get OneNote instead of Outlook in my free MS Office Home and Student. I assumed I was getting Outlook since Microsoft has been selling it with the Student suite over the years.

I called case manager Mike to let him know about the keyboard and Outlook. He basically told me that I agreed to get this new unit and that there was nothing else he could do about it and that he was sorry. I explained to him that I was calling because I tried installing Outlook 2003 from the suite I bought last year and that I was having problems running it with MS 2007 and that I would have thought HP would replace my laptop with one that had the same programs if not better ones. He suggested uninstalling Outlook 2003 and told me flat out that I have all these new features and therefore it is a better laptop and that if I’m not happy with it then it’s my problem. When I told him about the keyboard he told me that if the keyboard was working then it’s fine regardless of the noise.

Overall I have had a horrible experience with HP. I’ve been on the phone with them so many times for so many hours and I have always been transferred from one department to another. It took one month and a half to get a straight answer about what was going on with my laptop and to get HP do something about my situation. Regarding the case manager’s lack of respect towards me and his lack of customer service, I think this person is incompetent for this job in all honesty. I have never been told to accept a product and resign to it because there’s nothing else someone can do about it. As a consumer I feel that HP or this case manager just gave me a brand new unit with features I could careless (for some reason I didn’t purchase them on the first place with my other laptop) just so I didn’t complain or just to keep it. For him his job is done regardless whether I’m satisfied with my new laptop. I mean, I never asked for an express card or T.v Tuner so is it too much to ask for the same MS softwares I used to have or to have a brand new replacement laptop with a keyboard that performs as well if not better as my previous one?

I finally have been able to get in touch with the corporate team in order to get a case manager reassignment and possibly another replacement laptop with the right softwares. As for my refund, the corporate team as well as other case managers have informed me that case manager Mike should have taken care of everything regarding my old laptop, replacement laptop and any other issues such as my refund.

 

I'm sorry.

 

It sucks. Believe me, I know. The treatment is terrible but I'm glad you at least got a replacement. If you're not happy with it, sell it on eBay and get another brand. Don't be stuck with it. You should have something that will make you happy.

I pulled the trigger on a Vostro 1700 last night after my one month old DV9700T died and HP's had it for almost 2 weeks since. Unacceptable. I, too, loved my laptop until this.

I know every brand has its problems but some people have zero problems with HP, some people have zero problems with Dell, etc. and others are loaded with problems they've experienced with these manufacturers and others.

Here are two links to long reading if you're bored:

http://forum.notebookreview.com/showthread.php?t=212806&highlight=case+manager

http://forum.notebookreview.com/showthread.php?t=232053&highlight=case+manager

 

Sorry to hear about your problem. I had the opposite...the treated me great. I had the infamous "wireless network" problem. They sent a card, tried to help in every way then ended up sending me a brand new laptop....with larger HD, light scribe and processor at no charge. They followed up and kept their promise.

Sorry about your problem, however, your new set up (barring the keys) seems like a really nice set up...C2D, 128 Dedicated GPU, etc.

Good luck....at least they tried to work with you. I know of a few LARGE manufacturers that won't call back, let alone give you a new computer.

 

I must confess I am mystified by your anger about the MS Office Home and Student 2007 suite; the MS website clearly states the suite includes Excel 2007, PowerPoint 2007, Word 2007 and OneNote 2007. It is not HP's fault if MS pulled Outlook from the suite. Why don't you remove the 2007 version and install the 2003 version you used on your old laptop?

I can certainly understand your being upset about the keyboard and the lack of service from HP; lots of folks are unhappy about the case managers not returning calls, etc. The new laptop should be handled just as if you purchased a new one from HP; please post how you fare with the resolution.

 

I guess the reason why I am angry about the MS Office is that the case manager never said 1) I was getting OneNote, 2) I wasn't getting Outlook. If he did I would have said something loud and clear. Once I got this replacement laptop and saw that I was lacking Outlook I went to the Microsoft website and saw that they are not selling it as part of the Home Office and Student Suite anymore. Then again, I'm not the PC/Software professional, I'm the customer and he never made me aware of everything this MS suite had and didn't have.

Like I said, I would have been fine working with MS 2007 and Outlook 2003 but it did give me some problems and I don't think I should go and buy something HP intended to replace for free. I guess, what's the point of them giving me something for free if I'm not even going to be able to use it. Even worse, what's the point of putting all these fancy things on my computer when I don't have what I had in my original laptop, something it was more essential to me. Not to mention they said they were replacing my laptop with a brand new one and this keyboard that I have really sounds like a typewriter.

I really agree with you that this replacement laptop should have been handled as if I purchased a brand new one and had some sort of factory damage.

Oh and wait to hear about this. I just got off the phone with one of the corp team members. He told me that I haven't got my refund for the extra year warranty I paid for the old laptop because the case manager transferred the money towards the new 2 year warranty plan for this replacement laptop I'm not even happy with. Can you believe it! So that really pissed me off and I told him that the day the case manager informed me about the replacement laptop he said I was getting 2 year warranty plan for FREE. I also said that I asked the case manager about my refund because it was a major concern for me considering that it was a recent purchase I made. I told him that I was told to call customer/technical support and that they were going to help me out.

Basically I feel like HP has been lying to me and have not been taking care of the situation properly til now. We'll see how it ends. So far I have been told that HP will make me a favor and send me a check for 150 dollars. Seriously...a favor? Those 150 dollars should have come back to me regardless because I sent my laptop to be repaired under a year warranty and then I purchased the extra year of service while my laptop was being held god knows where...So them returning my money is not a favor, it's something they should have done no matter what.

Sorry if this message is confusing. I have a lot in my mind and I'm extremely frustrated with the situation.

 

I hear you, I've been obsessing over my own situation; I can't wait utill it's resolved. It seems as though some stuff has improved with HP since I had to contact them 4 years ago about my Compaq Presario (the on-line tech chat is a godsend vs. waiting on hold for 1 hour for some tech rep from Mumbai to get on the phone and ask if the pc is turned on and plugged in ); on the other hand, when I sent the Presario in to be repaired, I think the whole turn-around time was 7 days (from when I got them to agree to send the box to when I had the repaired laptop back on my doorstep).

Anyway, I hope you get your $150 and they take care of the keyboard issue (it would be better to have them send another laptop, if possible, than to send this one in for repair). Good luck!

 

So issue is resolved. After two months of dealing with technical support and two days talking with the corporate team they are sending me a check for 150 dollars and told me they will reimburse me if I do purchase outlook 2007 as long as I fax them the receipt. I guess this is as good as it's going to get. On the other hand I guess I will have to deal with the keyboard and wait another 6 to 8 months for a key to pop up and then send the laptop to be repaired. Not that I want to deal with them again...but I just can't send it now and go through this whole thing all over again.

 

Glad to hear you got it squared away.

If you don't mind my asking, what corporate team? I was told, more than once, there is no escalation above case managers. If you wouldn't mind sharing who you called, I would love to have it (just in case).

 

My concern would have been losing any data on the hard drive of the laptop top that was sent in for repairs. I'm guessing you backed up all your files beforehand. Good thing!

But it appears that HP has been very helpful and gave you a state of the art laptop with a warranty that most people could never afford. You are even getting extra software that costs a pretty penny. I upgraded from Works 9.0 to the Home and Student Suite for $150 and will not get Outlook. I'm not sure why you are so upset. They literally saved you hundreds of dollars.

 

I just don't see it that way. I had a warranty on my original laptop which I sent to be repaired and basically HP was responsible for losing it and never returning it back. I would much rather have my old laptop fixed now than having had to deal with HP these past two months.

 

Yeah that's a poor arguement. What if they had given you a voucher for $10'000 off a Ferrari? They woudl be saving you thousands of diollars. On something you don't want and didn't buy in the first place. they should have given you what you paid for, not something more expensive tat you don't want.

 

HP doesn't give out Ferrari coupons, you need to enter coupon code NWFRRI during check-out to get the free Ferrari with purchase of a Pavilion that costs at least $1,000,000.