Every Consumer Read This

[Cameron203]

Below is a message I sent to HP customer care reguarding a mechanical failure with a hp burner. They refused to take the burner in unless I sent my whole computer in when there is nothing wrong with my computer just the burner(upon applying power it spontaneously opens and closes) Just want everyone to know what kind of customer relations hp has. BUYER BEWARE MY COMP IS UNDER WARRENTY AND THEY REFUSE TO FIX IT. BELOW IS A EMAIL I SENT TO HP AND AS SOON AS THEY RESPOND WITH A RESOLUTION TO THIS PROBLEM I WILL REPOST>

I bought a Hp Pavilion Pc for the first time in august of 2001. My computer is still under warrenty. Last night my burner started to spontaneously open and close. So I troubleshooted, and found out that it was a mechanical failure in the burner hardware, the burner would act like that upon applying power. I called your tech support, informed them of what was going on and what i did(such as changing boot order, and removing the ide cable and just applying power to it to conclude that it was a power on problem) and asked them if i could send in my burner only since my comp was registered online with the website and they could match it to my computer and so i wouldn't be out of my computer for the service period. She replied saying i had two choices i could send my unit in or i was out my burner. Well now that i know how you guys do business I will be sure to mention this to all potential buyers where i work. And I myself will never again buy a hp computer. This was an injustice to me and I will be sure to let the consumers at the forums i post at know of this and we will all be waiting for your reply to this email. We would like to know how this problem can be corrected, with keeping the customer happy by not having to sacrifice my computer for a mechanical failure of my computer which is under warrenty. Maybe if you try to improve customer relations you can find way to compete with such companys as dell and gateway.
thank you and i await your reply

[mnosteele52]

Thanks for sharing that Cameron, it just supports what I always tell people.... build your own pc. If you aren't comfortable with doing that buy a custom built unit from your "local" computer store (not Best Buy, CompUSA etc.) the prices are ususally the same or better and you spec out the parts and if you've got a problem you will usually have it back in a day or two.;) :p

Check out the prices at my local store www.tschoice.com :cool:

[Cameron203]

You are right thanks for the feedback its good to know that people take heed and listen to other consumers who have been smeared by hp. Posting feedback and letting other consumers know is the true way to fight back against companys such as HP who don't really offer "customer service" but customer injustices.
thanks

[Amro]

cameron i'm sorry for the problem... but i think the warranty is on the pc as a whole, not the burner, so they MIGHT have the right to ask you to send it in.

as for hp though, they do suck.

[Casper]

This is a general practice of most manufacturers of anything. You buy anything that is considered a "Package" you must send in everything to get it fixed. There is nothing weird or off about it.

Think about it this way;
You buy a lawnmower and the carberator goes out. You going to do, remove it and just send it in? No, you take the whole mower in. I makes sense.

This way they can see everything that is going on with your computer. They feel it is probably something else and not the actual componant. Their logic is this, most people that buy computers from Office Max, CompUSA or whatever arn't "Computer Techs" most techs either build their own or have one built to their specs. So it is up th them to see if in fact it is actually the Burner or if something else is wrong. It is something you will have to deal with when you buy that kind of machine. Am is right the warrentee is on the entire machine, not the individual components..

[-JmE-]

Yep, build it yourself or generic systems are generally the best way to go.

I have a horror story about HP that is much worse, however, my doctor says I am not allowed to go there since the "incident" LOL :D just kidding....

One thing to try is to use compressed air and blow any dust out of the eject button. I have been given burners that open and close on power-up and they simply had lint/dust behind the eject button (even as soon as 1 week after purchase).

It probably won't fix your HP problem, but, it couldn't hurt...

-JmE-

[Vesuvius]

Well there is a guy at my work who had problems with a single component of his Gateway (ended up being his HDD). They sat on the phone with him and walked him through some troubleshooting then sent him a new HDD and told him to return the call to be walked through the installation when it arrived. So I think it's probably a matter of either HP having a different policy on something like that or maybe it's a problem that couldn't be diagnosed over the phone (in THIER eyes).

Regardless everyone here is right on, building your own, having a friend build it for you or going to the local "real" computer store to get a system custom made is your best bet. Tech support is then only a short drive away or a local phone call without listening to elevator music on hold for some giant corporation.

[cplclegg]

My firend too had a problem with his modem in a Gateway and they sent him a new one and a return envelope with postgae payed to return the old one. HP's are garbage anyways and now the two worst brands are under one company with HP and Compaq merging. Either build your own or get a Dell in the future. It's really not that hard to build a PC.

[TeenInternetAddict]

I didn't built my own, I have a company called PremioPC which is located here (http://www.premiopc.com) built me a custom built computer for $105.00 per month. The computer is very fast, and I haven't had a problem yet. Tech support is available via email and phone, but I don't need tech support because I haven't had a problem with the computer, and I'm a geek and can fix my own problems. In the future, get yourself a Dell, have a friend build a computer for you, build your own, or have a local mom and pop shop build a computer for you. HP does make crappy computers next to compaq and Packard Bell. I had a Packard Bell and it didn't last long, so I had my computer custom built for me and I'm happy:):):):):)

-TeenInternetAddict

[Cameron203]

Here they are admitting the problem and still wanting my whole comp. When you buy a lawnmower and the carb goes bad you send it in and let them put a rebuild kit in it.

Here is there response:

Hello Paul,

Thank you for contacting HP's Customer Care e-mail support.

I understand that you are facing an issue with the CD-RW drive in the
machine.

From the description of the issue that you have given, it is seen that
this issue may be service related to the hardware of your product. For
a more complete and timely resolution, please contact us at our
Customer Care Phone Center. The agent that you speak with will step
you through some basic troubleshooting procedures to confirm that the
issue you are experiencing is hardware related. In the event that the
issue you are experiencing is hardware related your service options
will be conveyed at the time of your call.

To obtain the support phone number for your product please visit the
following Web site:



Note: Your product service warranty is based on your POP (Proof
of Purchase). Please refer to the warranty documentation
of your product. for more information.


If you need further assistance, please reply to this message. You may
also find technical and troubleshooting information along with software
updates, on our HP Customer Care Web site at:




Best regards,
Alex
HP Customer Solutions Team


* Our advice is strictly limited to the question(s) asked and is
based on the information provided to us. Problems and solutions
may depend on the nature of your system environment and various
other parameters that are unknown to HP; therefore, HP cannot assume
any responsibility or liability. Please be advised that technical
information changes as new data becomes available, therefore, HP
recommends that you regularly check our Customer Care Web site for
possible updates at:

HP shall not be liable for any direct, indirect, special, incidental
or consequential damages in connection with the use of this
information.

[Cameron203]

Here was my reply

So you do not want to resolve this issue? I have explained to you I called tech support and have determined that it is a mechanical failure, and I would just like to have some customer convenience by not sending in my whole computer when only the cd-rw is at fault. But I guess that HP is not interested in honoring their warranty or providing customer service.

Regretfully Yours,

Paul Cameron Conner