Complaint Rating:

Company information:
Hewlett Packard
425 New Sanford Rd
LaVergne, Tennessee
United States

I bought a Compaq Presario F500 for my wife for Christmas and it just quit working one day. I called customer service on May 17, 2008; because it is still under factory warranty. They told me the steps on taking it apart and figuring out what the problem is. The customer service representative diagnosed the problem as a "burnt motherboard". They asked for my information, so they can send out a box to send my computer to them for repair. (Customer # is PTH477-01 and service ticket # 8011830064.) I sent it out like requested and they returned it without a hard drive and a letter attached. The hard drive that was in the mentioned computer had 3 different persons credit card information, over 3, 000 personal pictures and over 5, 000 songs stored on there. I also work for Department of Corrections as a Correctional Officer and that information too was stored on the computer. The attached letter said "This product is returned without repair due to insect infestation." I called them to try to resolve this problem and they gave me a case manager named "Jim B.". (The case number is 7500450838) He said "They thought the computer was from the Philippines and that it is a hazard to work on products received from there." They aologized for their mistake and said that they would send out a box for repair and to replace the hard drive they had stole. (Customer # QJK106-01.) I sent out my computer a second time and within a day it was returned unrepaired and without the hard drive. I have tried repeatedly calling "Jim B." at the following phone number "1-877-917-4380 ext. 94". However, he would not answer or his assistant would say that he was on break, in a metting, etc. In the result of him not receiving or returning my calls; I tried to get a new case manager. They told me that I could not have another case manager and that Jim B would return my call within 24 hours. However, as previously mentioned, he never did. I called a week and a half later and found out that I have a new case manager. I was not aware of this change. My new case manager is uncooperative, ignorant, and rude. He did not introduce himself to me and refuses to listen to me. He told me that they would not and will not repair my computer or replace my hard drive because it is 'flagged". In order for them to repair it, I have to get it professionally cleaned and send a copy of the receipt. He said the company also will not reimburse me if there were no insects found. I got my computer professionally cleaned and there were no insects found. I asked the new case manager; out of curiousty, how long it takes to look at and repair a computer. He responded that the turn around time is a week and a half. That meaning, Hewlett Packard Co. did not/does not even look at my computer. This company just throws the computer in a box and attaches a letter. The new case manager also stated that he will close this case; against my word, within 30 days if I do not call him before then. He also tried his hardest to close this case today.