Posted on 04/25/2007 5:08:58 AM PDT by toddlintown
Sent my HP laptop into HP for repairs since I had their accidental damage coverage. The problems started soon after.
Although I had registered the computer when I bought it and had a copy of the insurance policy on hand, I still had to find the sales receipt of the laptop and the policy before they would process the claim. Rather stupid since they had all the info on file.
The policy says 6 day door-to-door service. I was given a return date of 13 days later. The computer never showed up. I had a URL to a status page but the info never changed. As far as the page was concerned, the computer had been delivered.
I called and bitched and was given a window of "3 to 4 business days," but nothing.
Then I was told March 28. Nothing.
I filed a compalint with the Better Business Bureau and sent an e-mail to HP's president. No response from HP.
Finally a manager called and said they'd ship me a NEW laptop, which made me believe they lost my old one. I was told I had to wait 3 weeks while "we build one for you."
3 weeks later, my repaired old computer shows up! A day later, I get the new one!
Yesterday, a week later, I get a voice mail from HP that "we want one of them back."
This is a very condensed version of my story. No one could tell me what was going on, I would be told that a manager would call me in 24 hours and then I'd get a call 5 days later. All I ever heard on their telephone lead-up while I waited for someone to talk to was how JD Power & Associates had designated HP as truly committed to customer service. BULL.
Anybody know if I have the right to keep them both?
I’d send back the old one, and never buy another HP again.
I’m looking for a legal interpretation, not hogwash from moralists.
Call a lawyer.
I’d say you were entitled so some compensation, but not to the extent of a second laptop. You do need to return it but while you hold it you do have some increased leverage. I’d be telling them, “sure I’ll return, but let’s get this pesky detail of a very long repair delay out of the way first.” Personally, I’d hold out for shipping back the old repaired one and keep the new. That seems fair.
NEVER send a laptop with data on it to a hardware vendor. If you must send the entire computer, make sure that disk is wiped before hand. After they get it, there's no telling where that hard drive could end up.
Two computers are better than one. ;-)
Obviously their service dept. is a “cluster f,” but I can promise you they have your CC info on file and WILL charge you for it! If you want to pay for a second computer, then keep it, otherwise send it back.
Yeah, that’s where I think I’ll go. They did ask for the return of “one of them,” and did promise me a new one.
I think I’ll play them for awhile. Their 6 day door-to-door service took a month (with no apology nor explanation) and around 3 hours on the phone.
You will either return one of the computors or pay again for the one extra you keep. It would seem fair though to wait the same period of time they (HP) took to return your old one, and give them the run-around back that they gave you. Not knowing what state you live in doesn’t change the facts here. Be sure to have them pay for the return which they can do via UPS or Fed Ex with a “will call” ticket they issue for pickup. The fact the one you send back has been covered in peanut butter or jelly doesn’t matter either! :0 ) I sent a package back to a company I was pissed off with and I added a few bricks to their “will call” package to help them pay more for making me angry. It works for me!
And I agree with comment #2 . . . they sent you a new computer in an attempt to make you happy, and you want to find a "right" to keep it? C'mon.
LOL--And the lawyer will say, "send the new one back, or pay for it . . . here's my bill."
[still chuckling] “Here’s my bill, make sure you pay it first.”
“Or I will take you to court.” [hoot]
I would request a procedure and a paid shipping label for the return. If they pay the shipping, return the old one to them. If they don’t provide you with the how to’s of returning it, you can’t very well know what to do to complete the shipment.
Who would have thought that you would get a bunch of wise cracks from the FR when you ask a question?
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