Saturday, April 28, 2007
My Experience with hpshopping.com Has Been a Customer Service Disaster
NOTE: In case you haven't read my review of the HP Pavilion dv9000 laptop, you might want to do so before reading this post.
Let me explain what's going early on so that my rant makes you sick enough so that you will not buy from HP's website, hpshopping.com. My goal here is to prevent you from going through the same frustration I've experienced.
I learned my lesson too on this: I originally paid for the laptop with a debit card, not a credit card, despite knowing better. I don't know why - it wasn't even a spur of the moment decision. In early April, I filed complaints with the Better Business Bureau in Santa Clara as well as the State Attorney General offices in both Texas and California. My next step is to talk (again) to my lawyer and find out how to just get my money back.
Do yourself a favor and avoid buying from hpshopping.com.
Let me explain what's going early on so that my rant makes you sick enough so that you will not buy from HP's website, hpshopping.com. My goal here is to prevent you from going through the same frustration I've experienced.
- On February 23, 2007, I ordered a new dv9000t Pavilion notebook
- It arrived sometime around March 1
- On March 12 it was shipped back to the factory because apparently the dv9000's have a serious problem overheating (I just checked and the disk drive temperature at idle state is 49 degrees Celsius) and it would shut off after just minutes of activity.
- On March 30, they informed me that the ship date for my laptop was still unknown. I explained that this was unacceptable and pressed for a new laptop. They obliged after I threatened legal action. They also agreed to provide me with an upgraded video card (from 256MB to 512MB) and to upgrade the screen to the highest resolution/quality screen.
- On April 11, they said the laptop would arrive on April 13
- On April 17, they said the laptop would arrive on April 20
- I received the laptop April 27 (46 days after I shipped it back to them) but it does not have the upgraded video card, the upgraded screen, and worse, it doesn't even have the full 2GB of memory that the original laptop had! That's right - the computer they sent me is actually less than what I originally paid for :( They stole 1GB of RAM from me as far as I'm concerned.
I learned my lesson too on this: I originally paid for the laptop with a debit card, not a credit card, despite knowing better. I don't know why - it wasn't even a spur of the moment decision. In early April, I filed complaints with the Better Business Bureau in Santa Clara as well as the State Attorney General offices in both Texas and California. My next step is to talk (again) to my lawyer and find out how to just get my money back.
Do yourself a favor and avoid buying from hpshopping.com.
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Damn Scott. That is a disaster. The only thing I can add is "Welcome to HP" You are not the only one going through all of that. The next time you want a computer, give me a ring. 941.923.6280. For around the same price we could set you up with a high quality DELL business system. Keep in mind that you don't have to own a business to have business quality. All of our systems come with a 3 or 4 year complete care warranty. This covers DELL coming to your house the very next day with parts in hand. All labor, parts, technical support, software support and accidental coverage are covered. The computers come with a GOLD support package which means you get a Certified American Technician usually within 15-30 seconds of your phone call, not 45 minutes and not a non-certified technician. The machine is covered for everything except fire and theft. Unfortunately if you have a fire, get the computer out first, come back for everyone else later (:D) and if someone steals it, DELL is not going to replace it. Let me know what you are looking for next time and we will save you this frustration.
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