Public Mediation

Defective Pavilion dv7 Laptop From Hewlett Packard

R. W. vs. Hp Hewlett Packard
1501 Page Mill Road, Palo Alto, California, 94304, United States
Amount Involved: $2,198.88
Complaint(s): Problem with a product
    • Status: In Negotiation
      This claim has posted for public comment and negotiation. It will remain posted until resolved to the claimant's satisfaction. Suggest a resolution to help these parties reach a settlement.
    • View response from: Hp Hewlett Packard
    • Claimant Seeks: View.
    • Claim #: 1207612
    • Amount Involved: 2,198.88
    • Filed On: Nov 13, 2010
    • Posted On: Nov 28, 2010
    • Complaint(s):
      • Problem with a product
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Statement of Claim
Complaint Involved (1) - View
Claimant timeline (12) - Hide
  • 07-19-2010 — Order date
  • 08-03-2010 — Received computer after extended build and delivery process
  • 08-17-2010 — First blue screen
  • 08-31-2010 — Identified systemic issue with blue screen associated with playing videos. Crashed every time. Took a while to discover the issue since it isn't a common activity for me.
  • 09-15-2010 — Reformatted computer via HP tech support direction. Ticket #8043055019. Resolved video crash/blue screen issue.
  • 09-16-2010 — Computer started spontaneously crashing and having blue screen error
  • 09-17-2010 — Wrote a letter to HP CEO stating complete dissatisfaction.
  • 10-04-2010 — Received a letter dated 10/1/10 from HP support giving me a new support # to call.
  • 10-24-2010 — Finally spent the time to call HP to try to resolve this issue. I don't have a lot of spare time, so it takes some time to get to these things.
  • 10-28-2010 — Received box to return computer to tech support
  • 11-09-2010 — Received computer back from technical support. The documentation acknowledges they replicated the issue and said they repaired some wires.
  • 11-13-2010 — Left message for escalated support department, which is only open Mon-Fri, indicating that I have the same issue.
What Claimant Wants Hide
1. Refund: Return defective computer and support pkg for refund Nov 28, 2010 $2,198.88
2. Other – Physical delivery charges Nov 28, 2010 $2.00
Cash total : $2,200.88
Just make me happy!
Claimant invites HP Hewlett Packard to make a fair offer.
1. Other – Physical delivery charges Nov 28, 2010 $2.00
Cash total : TBD
Just make me happy!
Claimant invites HP Hewlett Packard to make a fair offer.
1. Other – Physical delivery charges Nov 28, 2010 $2.00
Cash total : TBD
  • 0
Do you agree with the claimant’s demands?  (If you are a party to this claim, click here.)
Respondent's Counteroffer Hide
The claimant's settlement terms were rejected with the following explanation:

  • "The Hewlett-Packard Case Manager that was assigned to Mr. Webb's complaint did explain that his unit would need to be sent in for repair due to the repair based warranty. The Case Manger set up repair number DCH617 -01. Mr. Webb DID send his unit in for repair and upon the Case Manager returning a call to Mr. Webb on 11-9-10 to confirm that the unit was indeed received back from repair Mr. Webb did state he was still having issues. The Case Manager explained again that the unit would need to be repaired. Again, Mr. Webb has a repair based warranty. Mr. Webb did agree to send his unit in again via repar number DJJ927 -01 set up on 11-15-10. Mr. Webb will need to continue to follow the guidelines of his warranty and continue to work direclty with the Case Manage assigned to his case."

This claim will remain posted until resolved.

  • 0
Do you agree with the respondent’s Response?  (If you are a party to this claim, click here.)
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