Complaint: I purchased an HP laptop in December 2013. I immediately noticed that the laptop did not run as fast as promised in the ad descriptions, and the reviews. There were so many unnecessary apps and programs on the unit, I chalked it up to that. Also, I only needed the unit for writing and basic internet usage. It ran fine for the first 6-7 months. All of a sudden, I was losing my network and printer connections every day, sometimes multiple times a day. My personal settings would be lost, and I would have to reset everything according to my preferences. It took several attempts to open both internet and non-internet programs. Internet Explorer would just drop off out of nowhere, so I had to go back onto the internet and try to locate the website I was viewing when it dropped. I checked for viruses multiple times and nothing showed. I also checked the registration keys and other logs to make sure I was not hacked. Everything came up clear every single time. I originally thought it was related to the cable/router issues I was having. However, a few months later that issue was resolved, but my laptop was acting up far worse. I was having to reboot just to unfreeze my unit when it tried to download items from the internet. The internet speed was even more sluggish than when I purchased the laptop. I contacted HP, they took three weeks to respond. They said that I was out of my warranty when I contacted them, I think I was about 2-3 weeks out? The first agent stated I would have to pay $350 or more to repair my unit. I filed a BBB case, as I should not have been having such issues, and multiple issues, so early on. The second agent that contacted me was much more helpful. He offered to do a free repair. However, the repair lasted only 2-3 weeks, and now my laptop is in FAR WORSE shape than ever! I have to reboot all the time because the screen will black out completely out of nowhere, it freezes, programs shut down by themselves, as well as a continuation of the previous problems. I opened a second BBB case, and they responded saying it sounded like a virus. I told them I had already run a program confirming no virus issues. I also ran a second program that also confirmed no viurs. I opened 1-2 more BBB cases, and crickets. I finally notified the FTC so that this won’t happen again to another consumer. I had told them I just wanted an exact replacement of my unit, nothing fancier, no extra bells and whistles. They said they don’t give replacements past the 30 day buyer’s remorse period. I told them I did not have buyer’s remorse, I had a lemon! They then offered a refund at a discounted rate for as long as I’ve owned the laptop, or a discount on a new laptop. Why should I have to buy a new laptop after only a little over a year??
Tags: Computer Service & Repair
Address: 3000 Hanover Street Palo Alto, California USA
Phone: (+1) 650-857-1501