Here's my two-cents (or ten, as the case may be). I purchased an HP laptop from Office Depot. I purchased the top-o-the-line extended protection package. After 3 months, the DVD/CD drive failed. I contacted Office Depot, as I thought I could just take the item in and get it fixed quickly. They were of ABSOLUTELY no help. After speaking with three so-called supervisors, they informed me that I first needed to go through HP. So I called HP. They ran me through a few trials then happily agreed to send me a new drive, agreeing to send the old one back upon receipt of the new one. The instructions to replace were very straightforward; it took me less ten minutes to replace the drive. Then a couple weeks later, I started getting error messages. I didn't even bother with Office Depot. I called HP. After more than an hour on the phone with a representative whose English skills left something to be desired, I had to perform a system recovery. Fortunately, I have all my data stored on an external drive. After this major undertaking and after re-installing all my software, the problems started again. After another long phone call and another system recovery, I had to send the laptop to HP for service. It took them 14 business days to repair and send back the laptop. Within three weeks, the problems started again. I spent many hours on the phone with HP with folks whose English was clearly not their first language, more "do this, do that" and a few more system recoveries. After the forth service upon receiving the unit, I pressed the power button and got a "fatal error" message. I was livid. I once again called HP (I had them on speed dial by now!) I demanded that the unit be replaced, as it was less than seven months old and was obviously a lemon. After lengthy discussions with a supervisor and going over the history of the laptop, I was connected with the 'HP Escalation Team." Suddenly I was speaking with people who could actually communicate with in an efficient manner. They offered me a replacement laptop with comparable specifications. After approving the offer, I waited a week for the email that they would send when my new laptop was shipped. When I called them they informed me that the laptop they offered my was not available. They made another offer, which I approved. Another week, another "not available." After the fourth time of this offer/approval/unavailable process, they finally sent the new laptop. After 58 days without the laptop I received the new unit; I was forced to use my old laptop which was a pain in the you know what. I've had the new laptop for six months with only two minor problems that required a phone call to HP.I apparently have a flag on my account, as whenever I call now I am immediately connected to a member of the escalation team that speaks my language and helps me very efficiently. Will I ever again shop at Office Depot? Would I but another HP? That would be a, hmmm, let me see, A BIG double NO Way!
Was this reply helpful? (3) (0)