Canada-Complaints.com » Internet & Web » Complaint / review: Hewlett Packard HP - Held laptop until warranty expired, then sent it back without reparing it, then refusing warranty and case agent won t return call over 14 months | #21247

Hewlett Packard HP
Held laptop until warranty expired, then sent it back without reparing it, then refusing warranty and case agent won't return call over 14 months

I purchased my laptop, HP dv 2000 approximately 2 years ago now. It was working fine, except it would unexpectedly turn off on battery power and not restart without AC power. Then 10 months into using the product, the pin that connects to the charger started malfunctioning until it stopped working completely, leaving with an unusable/dead notebook.

My friend bought this unit, he lives in Seattle, WA, and so it is an American unit. I phoned the 1-800 HP support number, which automatically directs me to HP Canada support, so I simply wanted them to transfer me to the US support. They CSR forced me tell them the story, upon which they told me they would find out what the guidelines were for my repair and that someone would call me back.

No one calls me back, this happens twice. Third time calling, I am transferred to US support, they tell me they cannot send a repair parcel box to Canada, and that I will need to phone from within the United States to return the notebook for repair. Okay, so I arrange everything with my friend in Seattle and phone the 1-800 number back. They Canadian CSR asks for the story, I tell her, she informs me that my warranty simply needs to be switched from US support to Global support and that the unit could be returned for repair in Canada.

I tell her at least five times that I rather just go through the US side and be safe. She is adamant that the other CSRs that helped me previously did not know what they were doing and that it is common and simple to switch to global warranty support.

So, a week later I send the unit in for repair in Canada. They hold the unit for over 7 weeks, every couple days the estimated return date is extended online. They return the unit almost 8 weeks later with a one line note inside, US unit cant fix. So now, my warranty is a week expired. I talk to the US support, they tell me I need to talk to a Canadian case agent.

As if it wasnt frustrating enough already, this is where it gets unbelievable., I phoned into HP Canada Support, every single time explaining the ENTIRE story to the CSR, who at the end all say the exact same thing well, this is out my hands, I will escalate your case and a case agent will call you in 2-5 business days. So, first time, no case agent calls.

Over the next 6 months, this is repeated 14 times, thats right FOURTEEN separate case agents escalations, and NOT A SINGLE response. I was attending the University of British Columbia, with a full time 100% course load while working thirty hours a week. So every time I called I wasted at least an hour. After a few months of borrowing peoples computers, I purchased another laptop on my very limited student budget, which actually devastated my budgeting for the whole year. After 6 months, I gave up; I simply didnt have the time to waste anymore.

I only have limited expertise in business, I just graduated, but it seems to me that this repair/customer service/warranty process for HP is purposely not streamlined. They have effectively barricaded anyone who can help, anyone who has some real power within the warranty process behind their first line of CSR. The only way you can access a case agent is if THEY decide to that they WANT to deal with you. Absolutely unacceptable, I have been purchasing HP products since I bought my first printer, never again. The process and customer service is not only disrespectful but insulting to your intelligence.

Oh yea, throughout the process they kept giving me different Case reference numbers, even though I asked for them to keep it on one file, which seemed very suspicious to me, but the case file that has the majority of this information in it is : 8003554433

Jaujla
Surrey, British Columbia
Canada

Date:

Company: Hewlett Packard HP

Country: Canada   Province: Ontario   City: Mississauga
Address: 5150 Spectrum Way
Phone: 9052064725

Category: Internet & Web

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