Hewlett Packard HP HP acknowledges they lost my notebook sent in for repairs and now refusing to do anything to remedy it. Internet, Internet

29th of Oct, 2011 by User858517

I bought a cursed HP Pavillion dv7 sometime about October 2010, and right from the beginning the notebook had major issues. It would overheat, crash constantly because of the overheating, and was extremely slow when it would even get hot at the slighest. In fact, sometimes it got so hot that you could probably cook an egg on it. Nonetheless, I contacted HP shortly thereafter sometime about March 2011, and when I finally got to a person after spending god knows how long on the phone they said I had to send it in for repairs; however, once I sent it in I would not have a notebook for quite some time until it was repaired. At some point this got escalated to a manager, and he too would not budge on sending me a loaner of some sort while mine was being repaired. So, instead of sending it in at the time, I purchased a Dell because I was using the notebook for work, and I couldn't just send it in for repairs without having something to work on. Finally, back in August 2011, I had had enough of the overheating and constant crashing, and I contacted HP again to finally send it in for repairs. It has a two year warranty, and I paid about $1,200 for it, so I should theoritically be able to use it. After talking to someone for what seems like a liftetime, I was given a ticket number, and a box was going to be shipped to me. When I received their packing materials, I packed my notebook, filled out the required paperwork, and took pics of the item I was sending in. Now this is where the fun begins, after sending it in, I literally heard noting from anyone for a couple of weeks. I finally broke down and called them, and someone stated to me that they didn't repair it, and that the notebook was sent back. The box did arrive and when I opened the box, they had not only NOT repaired my notebook, but they had sent me back another notebook. Please keep in mind, the notebook I sent in was metallic silver, and the one they sent back to me is glossy black. I immediately contacted them about being sent the wrong notebook back, but to this day nothing. Also, not only did they NOT send my notebook back, they send me one that doesn't even work. At least the one I sent them powered up, and it worked as long as you continued working inside a freezer. So far, I have spent almost the last three months on the phone with their case management department, have gone through two case managers, and god knows how many customer service reps, and have gotten nowhere. It kinda seems I have a new family now because I think i've spent close to 20 hours on the phone going back and forth on this issue. At some point, in this entire mess, one case manager did in fact acknowledge they have lost it, but a couple days later recanted that statement. I've been nothing but nice and polite to them about this entire matter, and I still don't have my notebook. In fact, they haven't even bothered picking up the wrong notebook they sent me. My recommendation to everyone is, DO NOT buy HP consumer products because the customer service does NOT care in any way whatsoever about you or your items and in all actuality the quality of product is way below par compared to Dell or IBM when you compare them dollar to dollar. Unfortunately, I truely believe I am at a complete loss here because now i'm out the notebook I paid almost $1,200 for, and I have nothing to show for it. This whole ordeal has drained me mentally, and it seems that they're entire tactic here is to keep giving me the runaround until I give up. At this point, I HATE HP, what they're doing is completely unacceptable, and I will NEVER give them any more business to either their consumer or their enterprise business. Take you business to Dxxx or xxx, and don't give HP your hard earned money unless you like to spend countless hours of your precious time on the phone getting nowehere or want to basically donate your money to them.

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