Troubleshooter: Computer problem

February 22, 2010 5:00:18 PM PST
When Tal Hunter bought a new HP computer for his family, he was looking forward to using key features like a touch screen. But, it didn't take long for the excitement to end.

"We were having problem with it immediately. Right after we started and hooked the computer up," Hunter recalled. "It's intermittent at times. Sometimes you'll go a couple weeks and everything seems fine, and sometimes it's just constant problems."

With the computer still under warranty, Hunter reached out to HP.

"They reply back with an e-mail with links to various places on their website that try and give you solutions to your problem," said Hunter.

Hunter said he tried the links to solve the computer problems, but the issues just got worse.

"The computer locks up repeatedly if you try and print. If you try to get on the internet, we went through one stage where it just refused to connect," he explained. "I spent countless hours on the website trying to research solutions to the problem myself and just never got a resolution."

Finally, Hunter said an HP representative offered a resolution.

"He offered to send us a box to ship the computer back so they could see what the problem was," he said.

That sounded easy. But first, Hunter said the representative told him to show proof of purchase, because HP records showed the computer was purchased in June of 08 not February of 09.

"I sent a copy of my credit card statement that shows when I purchased the computer and the original e-mail from HP - when they shipped it - and he said that wasn't good enough, at which point I contacted you," said Hunter.

ABC11 got in touch with HP.

"They offered to buy computer back for the full price we paid for it, minus the sales tax," said Hunter.

A refund of more than $1,600.

"We're happy with that at this point. I didn't want to have another HP and have to deal with the same problems," said Hunter.

A representative with HP said customer satisfaction is very important to the company and thanked us for bringing the matter to their attention.

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