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Beware of HP online store 
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Post Beware of HP online store
i was just wondering what everyone's experience is in regard to those HP/Dell/ whatnot online stores. as i had been waiting for a decent coupon to come out to purchase a laptop. and it finally did today. i went online to HP's website to purchase the Envy 14 laptop with the $300 dollars off coupon. and sure it registered as $300 off a price of $1299.99. so i was happy, and entered my card information. everything looked right with $300 off, hit "submit order". what do you know... the receipt i got after i submitted the order did NOT include the discount of $300. furious i was, i called up HP and told them about it. after putting me on hold for a total of 40 mins. they finally told me that the coupon i used was in fact "good", but somehow the system didn't discount it. so the customer service rep told me that since the order has already gone out, he can't apply the coupon to it. but wait!!..... instead of $300 off... he can do $200 off instead!!! WTF? are we negotiating now? so i was mad. i asked why he couldn't do $300 but can do $200. he couldn't give me a reason. so i obsoletely felt like i was bullied and HP is holding my money. so i told the guy on the phone to cancel the whole order entirely. of course he had to transfer me to their "Resolution Department", and of course their resolution department guy tried to talk me out of it. i told him how uncomfortable i felt about the other guy offering me $200 instead of the $300 off i was suppose to get. it made me feel taken advantage of. but wait, this rep told me that he can't offer me the coupon either, but instead is willing to give me a $300 credit AFTER i get my laptop through the HP store. i was like WHAT!!!???? is this turning into a rebate now? so i told the "resolution center" guy on the phone to just cancel the whole order, i don't want to go through any of this. i've heard enough from these people. and he said "i'll cancel the order, thank you for calling HP", and hung up.

this sure is the WORST online shopping experience i've ever had. i can guarantee you, i will never shop HP EVER again. what i went through was something that no one as a consumer should ever have to go through. it was unethical practice on the HP part, not to mention, the bating, and having to negotiate for a price on the phone after you already bought something.

so what's everyone's experience with these stores i am just wondering.

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Mon Mar 14, 2011 10:51 am
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Post Re: Beware of HP online store
Never dealt with HP stores before.

I can see a glitch in the system causing the coupon not to take. But everything that transpired after that is unacceptable.

Are you taking any action to complain further to HP? Has your money been given back to you?

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Mon Mar 14, 2011 11:23 am
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Post Re: Beware of HP online store
*cough* i work for HP.........what did you expect? really? you wouldn't catch me buying anything HP, too many flawed designs, especially their laptop, im sure cancelling the order was the best choice

but seriously, watch the laptop show up on your doorstep next week, wouldn't be surprised at that either, unless you want to call again and make sure it was cancelled

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Mon Mar 14, 2011 11:53 am
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Post Re: Beware of HP online store
i also called American Express, they say the pending transaction takes up to 2 days to go through, so i'll need to call them back in 48 hrs if HP doesn't cancel it. good thing i used American Express :)

i am definitely going to let HP know about this. and let them know that i'll never buy anything from them ever again.

i was looking at the Envy laptop because it's one of the few out there that's fully aluminum body and doesn't look like a plastic trash bin. but too bad they screwed up so bad that they won't see me as a customer.

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Mon Mar 14, 2011 12:15 pm
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Post Re: Beware of HP online store
stlouis, can you PM me the appropriate HP corporate headquarter's email address.

this is kind of like the Samsung RMA incident before, and i was able to find a corporate headquarter email from samsung, but i can't seem to find one on HP.

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Mon Mar 14, 2011 12:23 pm
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Post Re: Beware of HP online store
Samsung 9-series should fit the bill nicely when it comes out then :) I believe Sony has some aluminum models out already too, but they're a bit expensive.

Rumor has it Dell is re-designing their smaller XPS laptops too. I'd assume they'd use aluminum and make them thin.

But I agree with stlouis, nothing but poor quality laptops from HP really. Lots of overheating problems I believe. There was a really crazy rumour that HP was going to sell off it's computer division entirely, but I'm sure that's false.

I've bought stuff from Dell (U2711, XPS m1330) and used coupon codes without issues.

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Mon Mar 14, 2011 2:49 pm
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Post Re: Beware of HP online store
So let me get this straight......Instead of not only satisfying a customer, and taking off the $100 and sell you a laptop and all be happy. You with your laptop for $300 off and them making a sale.....they instead chose to not let you have it just to keep the $100? Thus losing a customer for life? They are the losers. Not you.
That just don't make any dam sense.


Mon Mar 14, 2011 3:55 pm
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Post Re: Beware of HP online store
jdrom wrote:
Samsung 9-series should fit the bill nicely when it comes out then :) I believe Sony has some aluminum models out already too, but they're a bit expensive.

Rumor has it Dell is re-designing their smaller XPS laptops too. I'd assume they'd use aluminum and make them thin.

But I agree with stlouis, nothing but poor quality laptops from HP really. Lots of overheating problems I believe. There was a really crazy rumour that HP was going to sell off it's computer division entirely, but I'm sure that's false.

I've bought stuff from Dell (U2711, XPS m1330) and used coupon codes without issues.


i like the look of the new 9 series, but performance wise, it's still not up to where the HP Envy i was looking for, and it's smaller too. i was just looking at the rest of Samsung's lineup, although spec/price comes pretty close to what i am looking for, they lack the GPU power :(

anyone else have any other suggestions? i guess there's nothing out there then. i just don't wanna get a Mac lol.

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Mon Mar 14, 2011 4:32 pm
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Post Re: Beware of HP online store
honestly, when i look at laptops, not that i've been buying laptops, but i've been looking at them regardless. but i like to go into the stores, and see some of the available models anyway when i get a chance, the first thing i do though, is flip them upside down and look where the hard drive access panel is.....

the reason i look at where the hard drive is, is because if i see it right beside the cpu vents, i know its glued next to the cpu, and if i see that, i don't want it, that is the biggest flaw i see on laptops these days, hard drives beside the cpu, most of the laptops that cross my bench are like that, and its almost not worth putting a new hard drive in because it will likely start to fail again in 6 months. a laptop like that is a waste of money

let me see if i can dig up an address for HP for you though

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Tue Mar 15, 2011 1:48 am
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Post Re: Beware of HP online store
stlouis1 wrote:
honestly, when i look at laptops, not that i've been buying laptops, but i've been looking at them regardless. but i like to go into the stores, and see some of the available models anyway when i get a chance, the first thing i do though, is flip them upside down and look where the hard drive access panel is.....

the reason i look at where the hard drive is, is because if i see it right beside the cpu vents, i know its glued next to the cpu, and if i see that, i don't want it, that is the biggest flaw i see on laptops these days, hard drives beside the cpu, most of the laptops that cross my bench are like that, and its almost not worth putting a new hard drive in because it will likely start to fail again in 6 months. a laptop like that is a waste of money

let me see if i can dig up an address for HP for you though


that's an interesting philosophy. i'll have to watch out for that. :)

i found a link yesterday by gooling, which apparently allows you to write a message to the CEO, or so his people working for him (more likely). so i wrote pretty much what i said in my OP and dished it out on him, politely of course. i told him that HP just lost me as a customer and i will never buy from them again. this type of service is just unreasonable and felt like i was dealing with bunch of mobs.

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Tue Mar 15, 2011 9:30 am
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Post Re: Beware of HP online store
This makes me wanna go home and smash all 3 of my HP Printers. But I just bought new ink cartridges...so I won't.


Tue Mar 15, 2011 10:30 am
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Post Re: Beware of HP online store
Comixion wrote:
So let me get this straight......Instead of not only satisfying a customer, and taking off the $100 and sell you a laptop and all be happy. You with your laptop for $300 off and them making a sale.....they instead chose to not let you have it just to keep the $100? Thus losing a customer for life? They are the losers. Not you.
That just don't make any dam sense.


oops.. missed your post.

amen brotha. it just didn't make any sense to me either while the guy said it on the phone. he said he couldn't do anything to the order since the order was already out. but then he could do $200 off. how is it possible that he couldn't do anything but could do $200? but not $300? either give me what i ordered or cancel the order. this is just unacceptable practice.

i am now looking at a couple Asus, Acer laptops, or potentially wait until something come out from Samsung.

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Tue Mar 15, 2011 10:38 am
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Post Re: Beware of HP online store
I have both a Toshiba and an Asus. The functions on both are fine but I prefer the KB "feel" of the Toshiba personally. I also prefer the light colored (gray) KB's over the blacks. Plus it has less eye-candy in the SW.


Tue Mar 15, 2011 10:49 am
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Post Re: Beware of HP online store
Don't like this BAM?
http://www.sonystyle.com/webapp/wcs/sto ... 1644768015
Options of AMD HD6470M or HD6630M. However it is pre-order still and due to all the shit in Japan, probably won't be shipping for a while ;)

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Tue Mar 15, 2011 12:33 pm
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Post Re: Beware of HP online store
Post crappy reviews of their laptops on NewEgg. You will usually get a response from an HP representative. Basically your conversation will be public knowledge and the last thing they will want is an unhappy customer with an unresolved issue.

This is my new strategy and I'm in the process of doing it for the first time. I'm bashing MSI for the motherboard of theirs that caught fire on me back in 2003. As you can imagine, writing that their board caught fire got a quick response from them. The things I do for entertainment. :dance:

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Thu Mar 17, 2011 5:16 am
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Post Re: Beware of HP online store
So this is the response i got back form the HP headquarters.

+++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++

Dear Howard Lin,

Thank you for contacting our corporate office regarding your HP Home & Home Office Store order. We were very sorry to hear that you were disappointed with your shopping experience and apologize for any inconvenience that resulted when the coupon NB4793 was not retained on your order after it was submitted. Coupons cannot be applied to an order retroactively so our customer service department was unable to add the coupon to your existing order. I am sorry for the unwelcome negotiations that occurred when $200 was offered by our customer service agent. The $300 amount exceeded the agent's authorization limits and your call was transferred to a supervisor for further assistance. Our records show that our Resolutions supervisor agreed to credit $300 to the order for the missing coupon but the offer was declined and the order canceled at your request. I am very sorry if the supervisor did not explain that coupons cannot be applied to an order retroactively so a credit was our only option for resolving the failed coupon. Our apologies for any poor service you may have received. We regret the loss of a valued customer over this unfortunate coupon failure with your order.

We appreciate the feedback regarding your order. Again, our sincerest apologies for the inconvenience this has caused. Thank you for bringing your concerns to our attention.

Sincerely,
Susan Peasley
Customer Service Manager
HP Direct / HP Home & Home Office Store
www.hpdirect.com
+++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++

as you can see, pretty much they don't care enough to do any about it. basically "tough luck for you, sorry, and NEXT!!!"

i feel sorry for you HP, let this be the beginning of your demise. keep it up, keep trashing your customer like this.

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Thu Mar 17, 2011 11:53 am
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Post Re: Beware of HP online store
ya, pretty much, the way they trash their hardware, its no surprise the way they trash customers

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Thu Mar 17, 2011 12:44 pm
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Post Re: Beware of HP online store
I'm sorry to see that BAM. They should have offered you something...even if it was something as small as free overnight shipping or something like that. It costs them virtually nothing since they ship so much, but it would mean alot to a customer.

Not to contradict the poor customer service you received, but here is an unexpected email I just got from MSI:

---------------------------------------------------
Hi David,

I am sorry that we have not keep the 8 years old RMA record, therefore, I don't know what happened with the board you have. Any factory may made defective items and that's why we, and any other factory, offer the warranty to provide better service to our customer. We, MSI, are 100% stand behind our product and try our best to satisfy our customer as well.

Since we don't have any recalled record for this, K7N2-L, board and as I mentioned that we do not have any RMA record about this issue. We're willing to offer you a free set of Motherboard870A-G54 (http://www.msi.com/product/mb/870A-G54.html ) and VGA Card 5770 HAWK (http://www.msi.com/product/vga/R5770-Hawk.html ) to keep you as our valuable customer.

If you accept the offer, please give me your shipping address and phone number that we could ship to you ASAP.

Should you have any questions, please do not hesitate to let me know.

Best Regards,

Tom Ho |Customer Service Group| Email: tomh@msi.com
901 Canada Court City of Industry , CA 91748
MSI Computer Corp. | Tel: 1-626-913-0828 ext. 216| Fax: 626-581-1551
us.msi.com | www.msimobile.com | Facebook & Twitter|
----------------------------------

Looks like I can resume buying MSI products after an 8 year break.

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Thu Mar 17, 2011 2:05 pm
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Post Re: Beware of HP online store
looks like i need to do the same with HP

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Thu Mar 17, 2011 2:30 pm
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Post Re: Beware of HP online store
Whoa, they're willing to send you a free motherboard and video card for something that died 8 years ago? Damn, now that's service.

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Thu Mar 17, 2011 5:14 pm
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