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 Poor Customer Service
Posted Mon June 22, 2009 11:12 pm, by Brent H. written to Hewlett-Packard Company
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My HP Pavilion Notebook dv9830us has a loose power port. On 5/28/2009 I contacted HP Chat Support and was told my warranty began on 5/15/2008, and expired on 5/14/2009. Chat activity # ******. This is incorrect since I purchased the notebook new at Circuit City on 8/1/2008. Therefore the warranty should still be active until 7/31/2009. I faxed my original receipt to your POP department on 5/28/2009 at 4:54pm CST.
I then contacted Chat Support again on 6/2/2009 and was told the warranty had been updated correctly, however when the technician tried to set up a service creation, the product and serial numbers were not correct. When I gave him the correct ones, I was once again told the notebook was out of warranty. Chat activity # ******. I then e-mailed the POP department on 6/2/2009 and received no response.
Once again on 6/3/2009 I began an Online Chat with an HP Technician. I was again told the warranty has been expired for 19 days, and I needed to fax the receipt to the POP department. This time, I was given a case number: *********. Chat activity # *******. I then faxed the receipt again to the POP department on 6/3/2009.
On 6/8/2009 I called HP support. I was told the same story that my warranty was expired and after 1 hour on the phone, I was told a case manager would contact me within 48 hours.
On the evening of 6/8/2009 I was assigned "Lisa" to be my case support manager. She has me fax my receipt directly to her. After receiving this, she told me she would set up a case for me and send a box for me to ship my notebook for service. She told me that I would need to make sure that my warranty had been updated by the POP department before I sent the notebook in for service.
On 6/11/2009 I e-mailed the receipt to the POP department again and received no response.
On 6/15/2009 I contacted Lisa and was told that the warranty has still not been updated, and she was unsure why it had not been taken care of. She told me she would try to send the information to the POP department herself. She told me she lost my fax and needed me to e-mail it to her which I did at 3:28pm CST.
As of today, the warranty has not been updated and I am very unhappy. This problem has been going on for almost a month and is unacceptable. I have purchased many HP products over the years, and have never had an issue with a product needing repair. After this incident with your customer service department, I may reconsider buying an HP product in the future.
I want my warranty to be updated immediately, and the problem needs to be resolved to my satisfaction.
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