On Thursday, October 7, 2010 at 9:10 AM I took my HP laptop into Computer Connection because the CD/DVD Rom was not being recognized. I asked them to find out why the Rom was not working or being recognized. The rest of the computer was working great. The owner of Computer Connection stated that the cost to check the computer was $22.50.
I did not hear back from Computer Connection so I called them on Monday, October 11, 2010 at 9:05 AM. I was told they were still working on it and that the guy who was working on my laptop was putting it back together. I was thinking to myself, “Why is he putting my computer back together when it was a DVD /CD drive software issue”? The guy was only supposed to figure out why the CD/DVD Rom was not being recognized! The lady I was having this conversation with said “they will get back to me as soon as they know something”.
On Tuesday, October 12, 2010 I had a message on my telephone message machine from the lady I had previously spoken to at Computer Connection. She said, We think that the motherboard under the DVD/CD Rom is not working”.
Then on Wednesday, October 13, 2010 at 9:07am I returned the phone call to Computer Connection. The lady at the front desk answered and I asked her more about what she had said on my answering machine because it was not clear to me. She told me they think the motherboard on my laptop went out where the CD/DVD Rom is. I said, “How in the world can the motherboard be going out just in one place?” I said to the lady at the front desk that I do not have the money for a new motherboard, so can I come and pick up my computer this morning and is it ready to be picked up?” She said “Yes it is.” I said, “I will be right there to pick it up”, thinking my laptop would be in the same working condition as when I first dropped it off.
So I go to pick the computer up around 9:45 AM. I paid the $22.50 for the service and I asked the lady at the front desk if I could check it to make sure it was all working okay. So the lady goes to turn on my laptop and it was not working at all! The screen on the laptop did not turn on at all and was totally dead! I was shocked, and said, “What is this!” The lady mumbled out loud, “They have had problems with the guy that was working on your laptop and he won’t last long at this job”. She said, “Oh no, we have to correct this!” I am like, “Yes! I brought it in working - how can it not be working now!?” I was extremely upset. She said, “Yes, I know, and I will call you when they get it working.” I left very upset.
I am glad I asked her to turn it on to see if it was working; other wise I would have been stuck with a dead computer and Computer Connection could say, “Well, it was working when we gave it to you”.
On Thursday, October 14, 2010 I called Computer Connection around 9:00 AM to find out if my laptop was fixed? The guy who was working on my computer answered the phone and said, “Well, we think the power went out on your computer and we can not figure out why”. I am getting real upset by this time and the man proceeds to tell me, “Well, we do not want to send this home with it not working like this and make it your problem.” I said, “Yes, hello, it was working when I brought in! I am really getting upset even more by this time and the man said, “We will call you when we find out what is going on”
I am upset because they never call me back I have to continually call them to find out what is going on with my laptop.
On Friday, October 15, 2010 at 9:30 AM I call Computer Connection again and this time the owner, answers the phone. I ask him what is going on with my Hp laptop, that I had again not heard from them, and he proceeds to tell me the whole motherboard just died, and how that happens a lot with people who bring in their computers to them with simple problems. Ron goes on to say, “It is not our fault!” I was very angry and said, “This is wrong and I do not buy what you are saying at all! With the exception of the CD/DVD Rom, the computer was totally working when I brought it in and now it is not working at all!” The owner, says, “Well we see this all the time...” He proceeds to tell me, “Well, I will take one more look at it for you and see if there is anything I can do”. I hung up the phone very upset because it is scary when a computer shop tells you that when people bring in their computers for a small problem the motherboard in the computer frequently dies. This statement alone gave me cause for great concern.
Well on Tuesday, October 19, 2010 once again I called Computer Connection to find out why they had not called me back with any information on my HP laptop or if they fixed it or not. Well, the owner of Computer Connection says, “ Well, I am still trying to see if I can fix it.” After this call, I did not hear from Ron for one week. I got tired of calling him to find out anything because he always stated, “I am trying to see what I can do”.
This is when I turned to the BBB for help. I filed a complaint with the BBB on Thursday, October 26, 2010. Computer Connection only replied a few times on the complaint I had filed.
On Monday, November 15, 2010 I called HP customer services at 8:30 AM. I asked Hp if they had problems with the motherboards on Hp Pavilions and gave them my serial number and my product number. I talked to a man He told me that there are no problems whatsoever or recalls on motherboards with my make and model, HP Pavilion dv7636NR. I asked , “ Can a motherboard just fall apart in one area where the cd/DVD player is and not affect the whole board?” He told me, “No! The whole motherboard would show symptoms such as, turning on the computer and the power not coming on, or the laptop would make a beeping noise, stating that the power is not strong enough to work the whole laptop.” He also said, that the Internet connection would have problems connecting or picking up a connection to the Internet. The man asked me what problems did I have with the Cd/DVD drive. I told him that my computer did not recognize the cd/DVD player at all. The man said, “The problem is with Windows Vista it has problems recognizing the DVD/cd drive.” I told him I had no other problems with my laptop other than my DVD/cd player not being recognized by my computer. I did not have any of the symptoms of the motherboard going out that he had spoken of.
The man at HP told me if Computer Connection or the courts needed to contact him to confirm our conversation, He gave me all his info.
I picked up my laptop from Computer Connection on Monday, November 29, 2010 at 4:00pm.
I have copies from the BBB and receipts of transactions from Computer Connection. I also have receipts for the cost of the Hp Laptop.
The business has yet to correct their mistake. The BBB could no get them to just fix my laptop so I turn to you for help.
Thanks
Jeanie
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