Stores step in when computer maker drops ball
Written on December 14, 2009
The same goes for buying a computer. It’s a box hiding items of varying quality inside.
I recently helped two frustrated HP buyers get replacements and another HP buyer get a repair for computers purchased at Best Buy Canada or Future Shop (same ownership).
Constance Drossos bought her HP G60 laptop at Best Buy on Sept. 19. Six weeks later, she had run into two serious issues involving software and a card reader for her digital camera.
Since she uses the computer for work, she didn’t like being asked by HP to ship it by courier to North Bay and wait for repairs that could take up to two weeks.
Best Buy agreed to replace her computer, showing the kind of customer service that Drossos felt was lacking with HP.
"While it was still exhausting and extremely time-consuming to reload all my software and programs, Best Buy did everything they could to make this situation more accommodating."
Juliana Baena bought her HP Pavilion dv6700 laptop, along with an extended warranty from Future Shop, in June 2008.
She’s gone back to the store five times for repairs, which included replacing the motherboard and hard drive – leaving her without a computer for more than a month.
What about Future Shop’s no-lemon guarantee?
It promises to give you a replacement if the product you bought requires more than three major repairs.
Baena was told she didn’t qualify because her computer had a variety of different problems. Some were software issues that didn’t come under the guarantee.
"At this point, I think we’ll move to a replacement for her," said Shannon Kidd, a spokeswoman for Best Buy Canada, after I asked her to help.
Annette Rosenthal wrote to me about an HP Pavilion dv6998 laptop, which she purchased at Best Buy with an extended warranty 18 months ago No teletrack payday loans.
It’s used by her daughter Nili, a university student who relies on the Kurzweil program installed on it for a learning disability.
The hinges broke this month. When Rosenthal went to the store for repairs, she learned there was an HP recall for the hinge problem that had expired three days earlier.
"She wasn’t notified of any recall," the disappointed mother said. "Is it possible that she can get a loaner? She’s in dire straits before exams."
Kidd understood the urgency of having a computer for her daughter’s school work.
"The general manager of the store would be happy to extend the return policy on an open-box laptop for your daughter to use while hers is being repaired," she told Rosenthal.
"The original unit will be returned to HP, which will replace the hinges under the original recall at no cost to you."
Jan Yazer needed help with an HP printer, bought earlier this year and sent back for repairs on Oct. 28. A series of mix-ups had left her without it for a month.
"We will offer the customer a brand new replacement of the original printer purchased," said Sandra Benjamin, an HP Canada spokeswoman.
Yazer was happy to get the printer last Monday – until she started using it.
"A brand new printer. What could go wrong?" she said.
"The long and short of it is there’s a hardware problem and the printer has to be replaced once again. If I wasn’t so frustrated and angry, I’d laugh at this comical chain of events."
Since you never know what’s inside the box, I’d suggest dealing with a computer manufacturer and retailer you trust – and pushing for help when you run into problems.
eroseman@thestar.ca
Filed in: term.