Hewlett Packard Canada
Bad technical support

The computer is on warranty. The touchpad activate itself. Touchpad keys go on and off randomly and repeatively. Problem may be reproduced by applying uneven pressure on the computer case while holding it in your hands (slightly twisting the base). Problem may also be reproduced by working on an uneven surface such as lap, bed, etc. Problem very intermittent while computer left untouched (or unattended) on a table.

1. Touchpad problem first come up in fall 2009. I send the laptop to HP for repair after system restore. RESULT: Tech support replaces the hard drive (or motherboard).

2. A few weeks later, touchpad problem come back. I call tech support which says that the problem is well known and that the touchpad should have been changed during the first tech support intervention however it was not. So I send back the laptop to HP and get it back a few days later. RESULT: The touchpad has been changed.

3. On the first use after the replacement of the touchpad, I notice that it has an important bump underneath the touchpas itself. The touchpad was not properly installed. RESULT: I send the laptop to support again and the laptop is shipped back to me. The bump is much reduced but still present.

4. The touchpad problem got back a few weeks later (3 weeks ago). I'm in the middle of moving and don't have time to deal with backup and shipping laptop until now (March 8, 2010). I call tech support tonight (I spoke to 'Mike' just a few minutes ago). RESULT: Mike tells me that I have to ship the laptop to tech support after performing system recovery. He pretends the support team won't fix the problem before we exclude the software aspect. This is unacceptable.

Company: Hewlett Packard Canada
Country: Canada
Province: Québec
City: Brossard

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