What are my Next Steps??

[stepharuberpie]

I live in Shillington, PA. To give you a background of the situation-

On Feb. 25, 2007, I bought a brand new HP Pavillion Special Edition laptop from a certain retailer online. It arrived at my home shortly after that date and low and behold- didn't work. Something was off with the configuration of the hard drive so I had to call the HP Service center and get a restore disk made with the correct configurations. Luckily, they only charged me shipping ($26). I received the disk and had to take it to a computer technician to get the entire computer restored.

I finally was able to get the computer up and working my late September 2007. Already wasted about 6 months fixing the original issues, but it was working perfectly from that point on aside from the occasional times it would kick me off the internet and I'd have to reconfigure the network.

On June 16, 2008- the computer stopped working altogether. I had my resident technician look at it and he said the wireless card was faulty. So, on June 19th 2008, I took the computer into the retail store where they have an in-house repair unit...and my protection plan specified that I take it to a store to be repaired. The in-house service could not identify the problem so they had to send it out to the HP Service Center on 6/20. As it turns out, the mother board was fried and they had to put a new one in...no charge because it is covered under my protection plan.

On July 12, 2008, I picked my computer up from the retail store and took it home. I started it (very excited to finally be able to use it) and all that came up was the "blue screen of death"...the screen that comes up when your computer is totally crashed. I brought the computer BACK to the store on July 14th. After a few days I had heard nothing so I called the store for an update. They told me the hard drive was fried and I needed to reorder a new restore disk (another $26).

I got the restore disk delivered to me on and I took it directly to the store. A few days later I called the store and they informed me that the NEW hard drive was not working either and they had to ship it BACK to HP. I was told by the gentleman that the computer would be done around August 8,2008. I waited until a little after that date to call and get a status update. Ever since about August 10, 2008, I've been calling the retailer daily to see where my computer is. The answer I've gotten each time is "we don't know what to tell you- there's nothing in our system. I'll escalate it- call back in two days."

Today, August 18, 2008 was the icing on the cake. I called in and spoke with the supervisor and he said he'd send an email to the service center. If I don't hear anything by 2pm on Wednesday, August 20, 2008- I will need to take this to the next level. If you were in my shoes, what actions would you take next? I need this computer back before Labor day as I start school again on Sept. 2nd and my education is totally online.

I appreciate any and all feedback. I have people who tell me to go to the Better Business Bureau and others who say to get a lawyer to write a letter.

What do you think??What is the name of your state (only U.S. law)?

[JETX]

Originally Posted by stepharuberpie

If you were in my shoes, what actions would you take next?

I would have escalated to the corporate level long ago.