Submitted online to the Memphis (where the offending HP repair center is located) BBB: "I ordered and then finally received my HP Compaq nc8430 on October 4th, 2006. I noticed several small problems with it within a week. I contact HP technical support via e-mail and discussed various troubleshooting steps to follow. Soon, they recommended that it be sent in for repair. Unfortunately I am a university student and needed to make-do with the laptop for the remainder of the semester.
While on break, shortly after Christmas I e-mailed technical support again and requested they pick the laptop up for service. The box was sent promptly (december 28) and I returned it with the provided packaging and label right away. The laptop was returned on January 8th, 2007. Immediately upon trying to start it, I noticed that it did not function, at all, essentially. It was clear that either improper maintanance steps were taken or improperly configured used parts were included in the repair.
I immediately contacted HP via their website and was informed of a set of useless troubleshooting steps, indicating to me that their tech's were unable to understand what I was explaining. The tech said I should send it back in for repair; I was, at best, dubious of this suggestion. Next I called HP support and followed the same script as with the tech online. I agreed to allow them to send a box to ship it back for re-repairs. Unfortunately, with winter break coming to a close I would need the laptop picked up from my home address but the fixed laptop sent to me at my university. I clearly explained this to the tech and he assured me a box would be sent the next day. It was, but addressed to my university. I called them back and explained the issue and demanded another box be sent, re-explaining the logistics of boxes traveling where and in what order. The tech seemed to understand and dispatched another box. Tracking information again says it is heading to my university and not my home. This cycle repeats until today where I have returned to university and have 3 (and soon to be a 4th) box sitting in my room from HP, while the laptop remains at home, still non-functioning.
At one point I informed a tech that I wanted to return the laptop (along with various accessories I had purchased along with it from HP) for a full refund, and I was told that the tech was not able to address that issue and also was not able to tell me who was able to, and at all junctures, requests to speak with a manager were refused."
Other people with crappy HP support experiences (NotebookReview.com).
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FWIW I got an e-mail from the Memphis BBB saying they had to forward it to one in CA since that's where HP's headquarters is. HP has until Feb 9th to respond. I don't know what the "or else" is, but I'm waiting to see if/what the 'response' will be.
HP claims the laptop arrived at CMU today at 5pm. Fedex estimated today as the estimated day of delivery. Package services haven't e-mailed yet to say I've gotten a package. I think they close at 6; I'll stop by before then to see if they have it.
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