My Experience with a purchase of an HP laptop

Dear HP,

I would like to share my story of buying an HP laptop direct from HP, I intend to share this story so others may consider what happened to me when theyare considering a purchase of a product from HP. I find it odd that companies in this world still seem think there is an endless supply of customers to buy there products and can contiune to function with treating there customers like trash. Well here is my story, it is truthful and factual I hope it helps in your decision on how to adjust your customer service model and so other people who read this when I post is everywhere possible can understand what will happen if they recieve a defective product from HP.


I recently decided to buy a new laptop and began shopping, since my last laptop was a dell (crashed, failed mother board) I decided to try a new company and avoid a company that uses cheap components. I heard that HPs were reliable and nice from some friends who had HP laptops and I decided to give them a try. The purchase of this product was simple and very efficient, much like you would expect it to be when buying a product. I am web savvy and like many who are I prefer to do most of my shopping online as it tends to be cheaper and you can customize the product that you want. After much research, looking through different models and the customer reviews of such models I decided on the Pavilion DV4t.



The DV4T-1300 to be specific, I customized it upgrading the memory, adding BlueRay, WirelessN, WebCam etc... I was satisfied with my model I paid for it from my Paypal account where I shifted the money to from another bank account. After I purchase this product I checked the order status and noticed it would taker 4 business days to build before shipping I thought this was a little long, but I could understand since I wanted a customized build. I was so excited for my new laptop that I went to the FedEx location to pick it up as soon as it arrived. I get home and start it up. Everything looks nice, from the glossy black finish to the stainless steel mouse pad. I start it up and my stomach drops.... An order I placed on May 4Th and received on May 11Th. was defective. The screen on the bottom right corner was damaged, like someone poking it too hard with there finger yet permanently. It is a minor blemish that is only seen when the laptop is on. There is no physical damage to the laptop other wise. Still I don't want to pay a $1000 for a laptop with a blemish! So I call HP to find out how to fix it. I figured they could just send me a new screen and I could replace it and send back the old screen. I am tech talented and capable of doing so.



I call tech line and explain the problem to the first Rep I talk to he transfers me telling me that I need to talk to another group. I get transfered to customer service where I tell my story again and then she proceeds to put on hold to figure out what to do. She comes back and tells me she will exchange it, send me a label to ship it back and they will send a new one doesn't sound to bad. She tells me to hold on while she sets things up. She also tells me that there is a survey I can take to provide feedback to HP on the call and the product and to ask for the survey at the end of the call. She puts me on hold while she sets up the exchange... Now I don't have problems with any foreigners but one problem I found is that she had an Indian accent and it was difficult for me to follow along with what she was saying. She comes back on the line after holding and tells me that its actually a different process. That they will have to credit me the money back to my Pay Pal account and then they can process the purchase of an entirely new unit and deduct it again from my Pay Pal account... Seems excessive but whatever it takes for me to get my new laptop ASAP right? She then proceeded to tell me that they could get a new one out to me ASAP without a wait for a build if I was to settle for a unit that did not have my customizations. She tried convincing me that I did not need a Blue Ray player and that a normal DVD player should suffice. If I customized it to have a BR player then there was a reason and I tell her I want an exact same build as what I originally ordered, she tells me this will take 5-7 business days to build and send sense it was another customized build. At this point I am about 1 hour into this call and getting frustrated, I mean anytime someone has to sit on a phone for an hour so a rep can figure out how to help you "the customer" exchange a defective product that obviously came defective from the manufacturer (no damage to the box, not even a crease) is going to drive you crazy. I try suggesting that to save time on all sides she just send me a new screen and I can replace it myself and send it back. This is obviously not possible because logic seems to escape all major corporations these days. I give in and say OK what ever it takes send me the label and I will send it back. So she starts putting together the build for the new laptop and and then at the end it becomes clear what she is doing, she wants to debit from my Pay pal account another $1000 for a new laptop that they will start to build, then when they receive the defective one they will credit back to my pay pal account what I owe. This can take any where from 7-10 business days to see a refund... This is absurd. Basically HP wants me to Float another $1000 for their defective product and mistake? You have to be kidding me, not that I don't have another $1000 but that is a huge pain in the ass. I have to transfer money around from various institutions to make it available in Pay pal (sense pay pal is not a primary bank of mine) then I have to put up $1000 dollars for there mistake? I would understand if they would not mail the new laptop until the old is received but to not allow an exchange unless I buy a new laptop from them is crazy. So I say no, let me speak to your supervisor, her supervisor Amber comes on the line and tells me that is the process and there is no other way.

That is when I decide to tell them to forget the new product, I will no longer support HP products and she can just send me an Overnight shipping label so I can get it back to HP ASAP for my full refund. She says OK, ill email it to you and have a nice day. I told her that I would like the opportunity to complete the survey that was offered in the beginning of the call and Amber tells me that is fine and to hold. I hold for a minute or so to only be disconnected.

There customer service is the worst I have experienced, I had a defective dell product once and they sent me the new item and a shipping label to send the old one back once the new one was received. I am completely confused on HP and I officially do not support any of their products due to the way I was treated. If one thing this economic crisis should do is show companies that customer are more important, obviously HP doesn't think so.