I purchased an HP Pavilion laptop computer in December, 2009 - it was purchased directly through HP online. From the minute it came, it had problems. After calling HP's tech support line, they helped with the first problem, but then a more serious problem began. The wifi began to turn on and off randomly, the lights on the keyboard would flicker and then completely freeze the keyboard. I again, called the tech support, who told me it was probably a software problem and told me several things to do. After doing these, the problem continued. I called again, and this time HP remotely linked themselves into my computer and attempted to fix it that way. Again, it didn't help. I called again, and this time, they told me to do a complete system recovery, which in essence, completely wipes out your computers memory making it factory new, and losing all information you may have. Now, I am a writer...this was very upsetting to me. But, I did it. Again, no go. Another call, they sent me a new wifi card and told me to replace the part. Of course, they sent me the wrong instructions, instead sending me instructions for a completely different computer, and I had to call and stay on the phone with them for an hour or more, replacing the part. This did no good. Again, I called and they said that I cannot replace the computer until I try at least 3 different attempts at fixing it. I was under the impression that I had. But, this time, they wanted me to send the computer to them to be fixed. I did, and was without my computer now for 2 weeks. When they returned it, they replaced the hard drive. This did not fix the problem, which made me wonder, did they not test the computer before they sent it back? So, now, I have been referred to a Case Manager, who has told me that I was entitled to a replacement computer. He put in the request, called me back and said that, I have to go through one more step before I can get a replacement computer. I have to have a tech come out to my house and try to repair it then. Okay....so the tech guy comes to my house, touches the key pad, and knows right away that the computer is dysfunctional, that it's not software, but hard ward, and even said that he recommends that the entire keyboard and touch pad be replaced or that the computer be replaced. I then called HP again, speaking to the case manager, and he, again put in the request for a replacement computer.
At this point, I told him, I would do one of two things only - replace the computer or return it for a full refund. He said he completely understood. Two weeks later, I received a call from the Case Manager (Bill) - who told me I was denied, and would not get a new computer or would be allowed to return this one. I asked to speak to his supervisor. A very rude, very short tempered man named Jim Lewis, said that I had to now send the computer back AGAIN to be fixed - and that I would NEVER get a new computer, or be refunded my money if I returned this one. That HP does not do that and never will. I then called the corporate office and spoke to someone named Angie, and said now, I had to have sent in my computer at least 3 times before any other action would be taken.
It seems to me, that HP keeps changing the rules to suit their own purposes. I was sold a defective computer - I should be allowed to return the computer and get my money back in full - along with the extended warranty that they talked me into getting. Or at the very least - get a brand new computer that a works properly.
I need someone to help me! I'm frustrated, I'm angry and I feel that if I'm being treated so poorly like this, that there must millions of others out there, getting the same bad treatment.
HP needs to be stopped!
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