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hell with a Hewlett
The laptop started to have a fault over the weekend of the 9th & 10th of May where the left touchpad button would not work & when you tried to use the tapping option on the pad this also failed, so after discussing with H.P's American online chat, as in the U.K. you are not given this option on the U.K. product & support webpage ( Why not H.P.?) we did all the tests & it still failed so the reason had to be an hardware one.
It went to the “Techguys” repair Dept on the Tues 12/05/09 & we were very surprised to hear on the Friday 15th it had come back “fixed”. On reading the engineers report it said he had redone the cables for the touchpad, tested the whole unit as working & sent it back
To my surprise on booting the laptop at home it was still in hibernation & started to “resume windows". You can imagine how I felt when I then tried to use the touchpad & found the touchpad tapping still would not work & the button was still faulty.We have started to loose trust in this H.P. model with this being the 2nd time in less than 4 months it has failed & due to the limited amount of stock & finding one with similar price we have in our mail asked to have an ACER Aspire 6935Z Entertainment Laptop instead as we have an earlier laptop that has worked for + 3 years but only has a small 15" screen but we will be loosing the blue ray player as a result.
We did have a reply from Head Office saying that they would not replace the goods even though in the mail we quoted the UK “Sales Of Goods Act 1979 s.14” so we sent a reply back. We asked if they wanted Curry's reply to be published on the site but they never confirmed this.
22/05/09 :
Part 2 :- Rung the Techguys to see what was happening with the laptop & my views on the support team has not changed. I rung at 12:00 & spoke to an agent called Daniel who 1st told me the laptop wasn't with the engineers & might not have been picked up as he had no record of it arriving & asked me to "check the store". I told him I had done this prior to calling him & then he told me that he still wasn't sure it had arrived.
I wasn;t happy with his attitude so rung back asking to speak to a supervisior & after giving my details again I was then told by Aroon thast it had arrived
It is amazing how a Support team can, in 5 minutes give 2 totally different answers, so I asked to speak to a supervisor & again he confirmed the 2nd view of where our laptops was. When I stressed the point of what the 1st agent had said all I was advised was if I wanted to complain then send it in writing......
23/05/09 to 28/05/09 -
28/05/09
Had a call from "Techguys" to say they could not find any fault. I advised them that both I & the store manager & another member of staff had seen the fault & that if it came back with the fault we were entitled to a replacement. He said that he would have to speak to his boss over it.
29/05/05
Had a call to say laptop was back with the store. Picked it up & the engineer paperwork said "no fault found". This I knew was wrong so advised the store I would check & more than likely be back. Guess what I found when I turned it on?
Not only was the touchpad still acting up but the KEYBOARD NOW DID NOT WORK!!!. Straight back to the shop & after they tried the keyborad arranged to get the replacement machine. By this time Crewe had run out but reserved one in Manchester to collect. No offer of transport cost offered.
30/05/06
Got to Manchester Cheetham hill to collect the new laptop & the lad 1st put a box with a massive hole in the side & iyt looked like secrity tape re-stuck down. When my wife said that could we have another due to the issues he wasn't very happy & said "it will be O.K. it's well padded". We stressed the issues with Currys & very reluctently he gave us an undamaged boxed version.
SO FAR ALL O.K. WITH THE ACER 6935Z.................
COMMENTS & VIEWS :_
To be added later
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