New PC that doesn't work

Posted Mon August 1, 2011 12:42 pm, by Matthew J. written to Hewlett-Packard Company

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In April 2011 I purchased a refurbished HP Pavilion P6653w PC from TigerDirect. Within days of set-up, problems arose: mouse and keyboard freezing up, shutting down on its own, etc. Called HP support and I was instructed to take apart the PC and try several things - nothing happened. HP then arranged to pickup the PC and repair it. I got it back pretty quickly, but due to my work schedule, I could not setup again until last week (end of July). First two attempts to start it, there was no signal to the monitor. With the third attempt, it seemed to work, but after 5 minutes, the mouse and keyboard froze again - then it wouldn't shut down and then I couldn't get it to boot up. I called tech support and they said it was barely out of warranty, so it would cost to have it repaired. I said I would check with TigerDirect to see about a refund and they said no.
So last Thursday 7/28/2011, I called HP support again and was on the phone for over 90 minutes discussing the problem. According to the HP Service Report, the motherboard had been replaced. But I am having the same problem as before, only worse, since it started off bad immediately. I explained everything to HP Support and I was told it would cost $214.93 to fix. The Tech guaranteed it would work, explaining "Nothing happens until it's been sent in for the 2nd or 3rd time - that's when things happen."
He assured me again that it would be fixed this time and tested so he could guarantee 110% that it would work.
He put me on hold abruptly and after awhile came back and told me he'd just gotten in trouble for discussing internal operations, and that he was mistaken. Now he also told me the price quoted was now a "minimum" it would cost to fix.
So, apparently, when it was under warranty, they didn't check the repairs made - but now that I am paying for it, they will?! This makes no sense.
Based on the history of this machine, it sounds like I purchased a lemon. It was manufactured by HP and someone returned it for some reason. It was then refurbished by HP and put back on the market - when I bought it - but again a technical problem with it, so it was fixed a second time, but it is still not working. So, now if I pay, it will be fixed for sure. I guess they don't guarantee their products under warranty, only once the warranty expires and the customer pays up?
This is not good business.

I would like one of three things to happen:

1) Refund the cost of the PC

2) Provide me with a comparable PC for free

3) Repair the PC with a written guarantee/warranty that it is fixed and will work - at no cost to me

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"Nothing happens until it's been sent in for the 2nd or 3rd time - that's when things happen." by McJohn Posted Mon August 1, 2011 @ 3:04 PM I love that line, I wish I could use it for my customers. I dont want to sound like a broken record but try a local shop. You can get a face to face discussion, then they can actually look it over to see what is wrong rather than guess. Even from reading your letter it could be several things and without actually looking at it I wouldnt know for sure. Reply I'd go one further. If you're going to buy a refurbished computer, by Steve OH (IO) Mon August 1, 2011 @ 3:10 PM Re: New PC that doesn't work by Dana G. Posted Mon August 1, 2011 @ 1:55 PM What a shame that you are going through this. Let us know what they say. Reply