What is the name of your state (only U.S. law)? Ohio
I purchased this laptop last summer, and started having problems with it. I contacted HP and was told the only way to get the warranty repair was to send it in, which could take 3-4 weeks to get it back. I am in school, and use this laptop every day, so I waited until summer to do it so I wouldnt need it for school.
I sent it off to repair several issues, all were documented with numerous phone reps, and the repair "worksheet" that was in the box to send off. I received the laptop back 3 weeks later, only to find out NOTHING was repaired. I was very angry, and called HP and was assigned a "case manager" to help resolve the issue. They basically said the only way to get it fixed would be to send it off one more time, but this time they would expedite it so I would get it back within 7-10 days. I agreed, but only if they would fix the issues and not send it back un-fixed again.
About a week later I received the laptop. Some of the issues were fixed, but the dvd drive which was repaired was very loose and very badly scratched. When I sent the unit to them, it was in perfect condition, as I dont take it to school with me, it sits on my desk 99% of the time. The other problem was, the serial number sticker and the Windows Product ID sticker on the bottom were both tampered with. They looked like they had been ripped off, and then re-glued back to the laptop. The problem was, they were both now unreadable, as it looks like they used some kind of water/soap to try and rub them off, and they arent even re-glued properly, they are falling off. This is a big issue, as I was going to put the laptop on ebay or craigslist to sell it and buy a newer model, but I cant now as it looks like it was stolen and a fake serial number was glued on.
I called back, and after many phone sessions with the case manager, they basically blamed me for this, saying it was my fault and there was nothing they could do about it. I find it unacceptable that a company would treat a customer like this. They have finally agreed to fix it again, but I am a little leary, as I should be, I have sent it to them twice, and 100% of the time it has come back in worse condition. I asked if they could provide in writing, that the two issues that THEY caused in the first place would be fixed, as I have learned from here that I should start getting this in writing if I want to take legal action. He said they couldnt do that, and that any repair they do it not "guaranteed" to fix all the problems. I understand that there may be situations where things cant be fixed, and in those cases, it should be replaced with a new unit (as the warranty states), not sent back to the customer in worse condition then they received it in.
So I asked to speak with their legal dept, as the case managers are the "highest" I can talk to. He gave me a fax number and was told only laywers could contact that number.
So I am faced with a dilemma here:
I dont want to send it again unless they give me in writing saying my issue will be fixed. I really dont have the time to send it to them a THIRD time in the first place, as I am back in school and really need it.
So do I send it to them without any guarantee that it will be fixed? (Or come back in worse condition again?)
or
Can I contact a lawyer? Again, I'm a college student, and cant afford one. Is there any free/online lawyers that will handle this case? Is it even worth sueing a large company like HP? Ive heard even the best lawyers cant sue a large company like this.
Any help or advice would be greatly appreciated, thanks.
I purchased this laptop last summer, and started having problems with it. I contacted HP and was told the only way to get the warranty repair was to send it in, which could take 3-4 weeks to get it back. I am in school, and use this laptop every day, so I waited until summer to do it so I wouldnt need it for school.
I sent it off to repair several issues, all were documented with numerous phone reps, and the repair "worksheet" that was in the box to send off. I received the laptop back 3 weeks later, only to find out NOTHING was repaired. I was very angry, and called HP and was assigned a "case manager" to help resolve the issue. They basically said the only way to get it fixed would be to send it off one more time, but this time they would expedite it so I would get it back within 7-10 days. I agreed, but only if they would fix the issues and not send it back un-fixed again.
About a week later I received the laptop. Some of the issues were fixed, but the dvd drive which was repaired was very loose and very badly scratched. When I sent the unit to them, it was in perfect condition, as I dont take it to school with me, it sits on my desk 99% of the time. The other problem was, the serial number sticker and the Windows Product ID sticker on the bottom were both tampered with. They looked like they had been ripped off, and then re-glued back to the laptop. The problem was, they were both now unreadable, as it looks like they used some kind of water/soap to try and rub them off, and they arent even re-glued properly, they are falling off. This is a big issue, as I was going to put the laptop on ebay or craigslist to sell it and buy a newer model, but I cant now as it looks like it was stolen and a fake serial number was glued on.
I called back, and after many phone sessions with the case manager, they basically blamed me for this, saying it was my fault and there was nothing they could do about it. I find it unacceptable that a company would treat a customer like this. They have finally agreed to fix it again, but I am a little leary, as I should be, I have sent it to them twice, and 100% of the time it has come back in worse condition. I asked if they could provide in writing, that the two issues that THEY caused in the first place would be fixed, as I have learned from here that I should start getting this in writing if I want to take legal action. He said they couldnt do that, and that any repair they do it not "guaranteed" to fix all the problems. I understand that there may be situations where things cant be fixed, and in those cases, it should be replaced with a new unit (as the warranty states), not sent back to the customer in worse condition then they received it in.
So I asked to speak with their legal dept, as the case managers are the "highest" I can talk to. He gave me a fax number and was told only laywers could contact that number.
So I am faced with a dilemma here:
I dont want to send it again unless they give me in writing saying my issue will be fixed. I really dont have the time to send it to them a THIRD time in the first place, as I am back in school and really need it.
So do I send it to them without any guarantee that it will be fixed? (Or come back in worse condition again?)
or
Can I contact a lawyer? Again, I'm a college student, and cant afford one. Is there any free/online lawyers that will handle this case? Is it even worth sueing a large company like HP? Ive heard even the best lawyers cant sue a large company like this.
Any help or advice would be greatly appreciated, thanks.
