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Hewlett-Packard (HP) Support Ticket - Palo Alto, California - Compaq Laptop Lemon

Hewlett-Packard (HP) Support Ticket - Palo Alto, California

Compaq Laptop Lemon

Created By: Tahollow's Picture Tahollow Last Reply: Tahollow's Picture Tahollow
Priority Level: [High] Status: [Open]
Created: 7 years ago Last Updated: 7 years ago
Department: N/A Replies: 0

Purchased Compaq 610 laptop 10 months ago and already have had 3 breakdowns. The first was a defective hard drive, the second a mother board charging/power issue, and the third was a defective power port. The last was claimed by HP to be CID (Customer Induced Damage) which it was not. The defective port occurred after only a few months of normal usage. The repair facility did not even open the laptop to determine if AC port was defective internally, which may have caused the problem. Eventually they refused to fix the $400 laptop unless I paid $365. I asked politely and repeatedly asked for a customer retention representative but was told that the repair decision was final. This is the first HP laptop that I have owned, sold, or recommended that has had this many issues in this period of time, and I actually think this is an abnormality and not indicative of their products as a whole. With this said, this is the first time I have been stone-walled by their (offshore?) customer support to such an extent.

I have been a solid business and consumer purchaser of HP and Compaq products for over 20 years; owning, fixing, and recommending thousands of HP products during this time, and although this is the first occurrence of this type, it may very well be the last time that I will purchase or recommend their products to anyone.

If anyone at HP cares to retain a long-time customer, my Case ID # is 4630868545 and the product serial # is CNU026188P.
You can contact me via the customer information provided in the Case Management information.


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