HEWLETT-PACKARD PAVILION 7965 - problems with PC since Oct. 20, 2002 - hard drive replaced but didn't fix problem - warranty running out and can't get help from company to solve problem

Complaints.com received the following consumer message on November 14, 2002:

From:

RE: HEWLETT-PACKARD PAVILION 7965 - problems with PC since Oct. 20, 2002 - hard drive replaced but didn't fix problem - warranty running out and can't get help from company to solve problem

Who else can I complain to other that the CEO, and Vice President of HP. Have had a problem with my computer since October 20th, and keep getting lip service from their tech group, have had the hard drive replaced in an inshop repair of their choice with no results, and my warranty is running out and can't get any help from anyone in the company.

help me.

following is a report of what I have sent them outlining my problems.

Davis Enterprises John E. Davis

1016 Osage Drive t Soddy Daisy, TN 37379 Email User

Nov. 11, 2002

Hewlett-Packard 3000 Hanover Street 36th. Floor Palo Alto, CA94304

To Whom It May Concern:,

On Dec. 9, 2001, I purchased a Hewlett-Packard HP Pavilion home PC 7964 from Office Depot, Hixson, Tennessee. Nine days later, I had to return this computer to Office Depot due to numerous problems and they promptly replaced it with a new one.

On Oct. 20, 2002 my computer shut down and would not boot back up into Widows XP. I contacted a customer care center technician and together we could not get the computer to respond to a system restore. He mailed me the system recovery discs. (CASE# 1544635613)

On Oct. 25, 2002, I received the system recovery discs, called a technician and we attempted a system recovery using the discs that had been sent to me. The computer still would not work and I was told to take the computer in for service at one of their approved locations, which was Inacomp Computer Center, 5600 Brainerd Rd., Chattanooga, TN. 423-899-5032. (CASE# 1544736025)

On Oct. 31, 2002, I picked up the computer after a new hard drive had been installed. The service man advised me to only install minimal software applications and not to totally rely on the computer for several weeks, until I was sure the problem had been fixed. I took the computer home and it was exactly as it had been before the hard drive had been replaced. It would not boot up into Windows XP.

On October 31, 2002 at 6:30 PM, I again called customer care center and tried a system recovery with their assistance. This was also unsuccessful and the technician told me that they would send me a new computer and for me to return my old computer in the same box that the new one was shipped in. (CASE# 1538433567. CUSTOMER SERVICE ORDER # D07347)

On November 5, 2002, I received only an empty shipping box. Expecting to get a new computer, I called customer care once again and spoke with Arshad Hassan. He told me that the customer service order had been cancelled and that I should have been contacted with that information. My old computer was now to be sent in for bench repair. He stated that since the CUSTOMER SERVICE ORDER # D07347 had been cancelled, I should not use the shipping box that had already been sent to me and I should wait for another shipping box, which he would rush to me.

On Nov. 7, 2002, I called customer care again to ascertain that a shipping box had actually been sent. I spoke with Supervisor Rohit Kaushik, who advised me that no second shipping box had been sent, and that he had no explanation as to why. He said that he would rush me another shipping box that same day and gave me a new CUSTOMER SERVICE ORDER # D46102-01. CASE# 1545036694.

I still have not received a shipping box. On two different occasions during these hours of telephone conversation with your service technicians, I did ask if it was possible to upgrade and pay the difference. I was told on both occasions that this was "utterly impossible".

It does appear that the technicians that are employed by Hewlett-Packard all have the same philosophy and that is to pay "lip service" to whoever is on the phone, in order to end that conversation and move onto another poor old smuck who is also trying to get some results. I wonder if this philosophy comes down from the top? Would the total lack of professionalism and concern be tied to the fact that my warrant runs out the second week in December? It would be a breeze for your technical people to drag this out until then. They are quite adept at these stalling maneuvers.

Needless to say, I am terribly frustrated and disappointed in Hewlett-Packard’s handling of my problem. I am a small business owner and being without my computer has made it very difficult for me to handle my daily business needs. Would I recommend Hewlett-Packard to my family and friends. No, and this is based primarily on my experience thus far with the support and service that your company provides.

Sincerely,

John E. Davis A copy of this letter was emailed to Carleton S. Fiorina, Chairman & CEO, Hewlett-Packard. Addendum: Nov. 13, 2002 A copy of this letter was emailed to C. Fiorina, Chairman & CEO of Hewlett-Packard and I received a form letter back. November 12, 2002 3:30 PM I am still without a shipping box. I called EDWIN COMER at 650-857-7177at H-P to inquire who I would contact with my customer complaint, since nothing had been resolved. I read to him the letter I sent to H-P CEO Ms. Fiorina. He attempted to contact my "Quality Case Manager", ENNKATA KRISHNAW, but he/she was "out to lunch". Mr. Comer refused to give me any further information regarding names, phone numbers or email addresses. I had requested these in order to forward my complaint on to someone else. I called a phone number , 916-748-7200, which was listed on a form survey that I had received asking me to give H-P feedback regarding the service I had received. I emailed a copy of my original complaint to Email User She stated she would get back to me. Same Day, Nov. 12, 2002 4:50 PM. I again called Customer Care Center to check on the status of my customer service order # D46102-01. Talked to RAVI KRISH. He advised me that this customer service order # had been canceled by PUNEET SHARMA but could not tell me when or why it had been cancelled. He told me to call the CSO OFFICE (dispatch floor) and check into this. . Same Day, Nov. 12, 2002 5:30 PM. (BY NOW I HAVE SPENT A GOOD 2 HOURS ON THE PHONE.) I called 208-472-3494 and spoke with AMANDA. AMANDA would not give me her last name and told me to refer to her as "AMANDA FROM MONTANA". She said that the customer service order # D46102-01 had been cancelled and she would issue another customer order number.

Now, my new customer order number is D46102-02. I asked to speak to her supervisor to voice my complaint regarding the cancellation of the two previous customer order numbers. She refused to allow me to talk to her supervisor and, instead, gave me a customer complaint phone number, 1-650-857-7100, which is no longer in service