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This is the exact complaint to BBB with my name removed. How do they keep their A+ rating
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Had my computer fixed by HP after they charged me for an in-warranty repair. They sent the computer to me back with scratches and dents. Talked than Edward who said he was a customer service supervisor. He told me to and him pictures of the damage which I did and never heard back from him. I tried several times to get in touch with him and never got a return phone call after leaving several messages. I finally put a complaint to my credit card company. Oddly, then I heard back from Edward. He told me he would get back in touch with me after the new year and still have not heard back. He gave me his guarantee he would call back. Great representative of this company. My computer is damaged courtesy of HP and no one cared but they wanted my money as quickly as possible before they fixed it.
Complaint Summary
Customer service does not care about the consumer, so obvious.
Resolution Sought
Fix the damage.
Additional Information
Date Problem First Occurred:
10/31/2011
Product or Service: Computer
Model Name or Number:
Date Purchased:
Order Number:
Amount In Dispute: $0.00
Company's Response
Company's Initial Response - Posted 02/21/2012
Hewlett-Packard's Case Manager Jennifer spoke with Mr. on February 21, 2012 and offered to set up a repair. Mr. needs to contact Hewlett-Packard's Case Manager at 1-877-917-4380 Extension 93 and reference to transaction number 7502289831 if there are further issues.
Initial Response Summary
Hewlett-Packard's Case Manager Jennifer spoke with Mr. on February 21, 2012 and offered to set up a repair.
Consumer's Rebuttal
Consumer's Rebuttal - Posted 02/22/2012
HP did call me back, almost 2 months after the fact, after they told me they must have accidently closed the case. Evidence one for poor customer service. They accidently forgot about a significant customer issue. They then told me that it is still under warranty and they would fix it, Evidence 2, they caused the damage, why should the warranty be mentioned? They then told me that they would send me a box and have it repaired. It will take 2 weeks for me to get my computer back. I cannot wait 2 weeks and then fear it will have new damage upon return and this time they may blame me. I need a better piece of mind that they will not jeopordize me again and then blame and charge me for a repair. Evidence 3, more inconvience and I need my computer until May due to an exam I am taking. I did not cause this damage, why should I be punnished. There is scratches on the top and who ever put it back together bent the frame so it is loose. If a smaller company treated their customers like this, they would be bankrupt. I think HP should be a little more enthusiastic and forthcoming on this matter since they caused this mess. I still cannot believe i was charged in the first place for a warranty-related issue and then to return my computer in such poor shape.
Company's Final Response
Company's Final Response - Posted 02/24/2012
Hewlett-Packard's Executive Office apologizes for the problems Mr. experienced. Hewlett-Packard's Case Manager Jennifer spoke with Mr. on February 21, 2012 and offered to set up a repair. Hewlett-Packard's Executive Office agrees with Hewlett-Packard Case Manager's decision. Mr. needs to contact Hewlett-Packard's Case Manager at 1-877-917-4380 Extension 93 and reference to transaction number 7502289831 if there are further issues. There is nothing further HP can offer.
on top of it all, there was a consumer reports issue surmising that the BBB may take bribes to keep their A rating with companies. I hope this is not true.
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