I am a graphic designer who works part time and homeschools my daughter part time. I bought a HP Pavillion dv44-2160us Notebook in May 2010.
In October of 2010 the screen of my Notebook starting shorting out. I called the service center, they said, “No problem it’s under warranty. Send it in for repair. It should be a 3 - 5 business day turn around.” I had a school deadline and couldn’t send it in for three weeks not knowing how long it would actually be until I saw my Notebook again. That was a wise decision in hindsight!
The day the deadline was met, Nov. 12th, I sent the Notebook back to HP via UPS.
I received an email that said my laptop had been fixed and shipped back to me. It arrived back Nov. 16th IT WAS THE WRONG COMPUTER. They sent me SOMEONE ELSE’S Notebook!!!
When I called the customer service line, they didn’t believe me. Luckily I had written down my own serial number. It was the only thing that convinced them.
Much confusion - they didn’t know WHERE MY UNIT WAS!
The service center called me and asked me to ship back the incorrect unit which I did on Nov. 17th.
Since that time I have had nothing but run around. Many phone calls to the ‘Case Managers’ who they all insist is the ultimate authority - right below the CEO - no he doesn’t have a boss (isn’t THAT a dream job!) My Case Manager, Nazir, finally tells me they have found my unit on Nov. 24th and they are just having their engineer check it out and make sure all is working before sending it back to me. They will also extend my warranty for 1 year to compensate me for aggravation. He promises to call or email me with a UPS tracking number later on the 24th or on the 25th for sure.
I finally phone him back at 4:30 p.m. PST of the 26th. I can’t get through (usual scenario) I leave a message and inquire when he is off today. I am assured he will be there until 8 p.m. PST. I don’t hear back from him so I call again at 6:30 p.m. PST and am told he has gone home early. NO RETURN CALL - no notes on the file to show WHERE MY UNIT IS!
I am beyond choked and highly recommend you think twice before ordering from HP Canada online. You have no store to yell at. It is all done via phone or internet and there is no boss or manager to escalate too.
I am beyond choked.