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Hp G60 - 635dx / repair service

1 United States

In beginning of December of 2010, I sent my HP G60-635 laptop PC for repair to HP repair center in Texas. As part of their commitment, they provided me a prepaid box via FedEx. It had some issues with the fan and overheating problem. When I originally spoke to someone over the phone, I was told that they will contact me via the phone if anything changes as far as what the repair status was. Well, I never received any type of call or even an e-mail, EVER!!! So I called two days after they received my laptop to check the status myself, the automated system asked for the order number and zip code. It did NOT recognize it, which I thought was strange enough. So when I got a rep from overseas on the line, he checked the status and said that the tech dept had accidentally put small scratches on my laptop and that they discovered that the motherboard needed to be replaced which will cost me over $400+ dollars. My laptop is still under the 1 year warranty. So to make the story short I told the rep that my motherboard was fine and to fix the scratches they put on the laptop as that was absolutely unacceptable!! So he transferred me to some other department, then he again transferred me again. Finally, I spoke to a case manager who also overseas, said that they can't do nothing for me but to send me my laptop unrepaired back to me. At this point I was on the phone for 1:15 minutes. With this case being sad as is, I will never purchase another HP product, never less an HP laptop again. This company claims to have "Award Winning" customer service, not sure how cause they don't even speak English, what awards do they get for their rudeness and disrespect?? I really had not much to say in this situation regardless of me calling and speaking to these Hippocrates. One time when I called back to check the status the rep said, " I see this is the 3rd time you called today, what do you need now?" I was like hell no!! So stay away from HP as they are unwilling to help you or repair your computer as they promise. Not only did they not fix my issue which is under warranty, but made up a fable about my motherboard being damaged, and put scratches on my laptop. Stay away from HP and spend a bit more and get Sony Vaio series.


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