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Review 5/26/2011
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I recently purchased a new HP G72-B60US laptop. Less than 6 months and the screen was un-viewable due to lines. I was able to connect it to an external monitor to use. I contacted HP support via the online chat. First person I talked to had no clue. Sounded like he was just following a script. The second person I talked to immediately recognized that the screen needed to be replaced and started a service order to get it sent in for repair. The representative assured me repeatedly that the repair was covered under the warranty, even when I questioned how much it would cost if they deemed it was not covered under warranty. He would not quote me a price and continued to assure me it was covered under warranty. So I sent the laptop in. I soon received a call from a manager that the repair was not covered under warranty and would cost $348. After a long discussion with the manager about how it should be covered under the warranty, I finally told them to just send my laptop back without making any repairs. When I got my laptop back, there was a huge crack in the screen and it would no longer display on an external monitor. Not only did I get a poorly manufactured product, but poor customer service. I don't plan on buying any HP products after this.
*Update: After filing a complaint with the BBB and contacting HP again, I received a call from an HP Case Manager. She was actually pleasant to deal with and offered a one-time resolution to fix my laptop free of charge. I sent my laptop back in and they fixed it as promised this time. I was pleasantly surprised by that. I will note as a reminder to anyone sending a laptop in for service, my hard drive data was wiped out with their factory image. Thankfully I had created an image before sending it in.
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