Problems with My laptop again....
by Catherine P. - Posted Sun October 5, 2008 @ 10:34 PM
I have purchased many products from your company. The product I am upset about currently is my Compaq Presario V6000 laptop. Purchased Oct 26, 2007 . I started having problems approximately two months ago with the monitor flickering and the hard drive failing and thus I contacted your company. I then had to send my laptop off for repairs and wait for its return. They replaced the hard drive. The laptop was returned within a week and I found that the second issue (screen flickering) was not checked into as they thought it would be fixed with the replacement of the hard drive. That's not acceptable as the problem with the screen still persists.
My laptop was returned on Sept 22, 2008. I put the battery in (it was requested the laptop be sent without the battery and power cord) the battery refused to keep a charge. I called technical support on Sept 24, 2008 and spoke with multiple people. Finally I was given someone that said they would be able to help me. This woman remotely connected to my laptop and ran a battery test which said it needed to be replaced. I advised her that the monitor was having a problem. She said OK she would see about the battery first and get back to me. She contacted a higher up tech support person and was told the battery was unavailable. They would call me back within two business days.
I never received a call regarding my laptop. I called again on the 26th of September and spoke with another person. We went through exactly what occurred with the first person (only this time I got to wait on hold for THREE hours killing the battery in both of my cordless phones!). I then was told someone would call me back in two more days (they did not specify if they meant business or regular days). I called back two days later as I had not received a call. When I called in on Monday Sept 29th I got to wait on hold again for half an hour before I spoke with someone and asked to be transferred to a supervisor, I waited on hold for approximately half an hour after that and I finally spoke with a person who identified herself as a supervisor. At this point honestly I was MIFFED beyond belief because why should I have to call and spend hours and hours on hold? This supervisor stated they could not get the battery but would call me back by Wednesday the first of October at the very latest. I never received that call. I was so mad that I did not call back as I did not want to scream at someone.
I called on Saturday 10/4/08 and spoke with someone who finally said oh yeah umm hold on I'll get you to the supervisor your asking about but first let me do this, that, this and that. I finally told her NO I was not giving her the ticket number I was not giving her any information I wanted a supervisor as I am very upset that I have talked to no less then FIVE people in the last week and a half and I wanted a resolution. I was finally told that they had the battery, they would be sending it to me. But wait. What about the screen flickering? Umm hello!!! What about the multiple requests for assistance for that issue? It was not just about the battery! I finally had to explain to him step by step what my issues were. After an hour of running diagnostics on my computer AGAIN! He figured out that the problem was the monitor itself. You would think these people could read notes left on my file. But apparently it's just not that easy for them.
I am extremely frustrated, I have spent at a minimum of 14 hours on the phone attempting to resolve this issue. I am going to be out of warranty on my laptop on Oct 26, 2008. I do not think this is fair I have a new hard drive, and as soon as I get my shipping box, I will be shipping my laptop back to you for the second time for a new LCD screen and battery. If the laptop fails after that, there is nothing I can do. I do not want to have to purchase an extended warranty. I would really like it if your company would please just give me a one year extended warranty for my laptop so that I can be secure in the fact that my $1100 investment is going to continue working and if it does not, I will be able to get it fixed.