Not fit for purpose. Consumer Cock-up.

29th January 2010. Mark Tami MP on the case plus American Express as I’ve been ripped off badly by a major international mega-company HEWLETT PACKARD. I ordered a replacement Ipac in case my trusty old brick of the same brand just in case id crashed; being five years old. No problem when buying.  Instant communication with voice at end of phone when placing an order – credit card swiped in a flash.  Reel forward several days when immediate delivery promised had not materialised.  Explanation: Run out of stock.  Three weeks delay.  No apology.   New hand held finally arrived 28th November without necessary stylus, needed to operate the tap screen.    Soon realised the unit was NFFP.  The syncronation disc failed to talk to my laptops & a series of protracted conversations f helpline technicians also failed to get me connected.  They admitted the disc supplied would not get me connected.  l’d have to get an on-line link.    Battle to get a stylus ended after three weeks when one was shipped from Poland.  Third time I used it, it snapped.  Patience finally exhausted, I got on the phone again to find where I should return failed purchase.  Customer Services said I must speak to mail room as big organisation.  Hung on for 14 mins, Gave up.  Repeated operation.  Hung up after 12 mins. What is this mega company doing to its customers?   Goods that are not fit for purpose and incredible difficulty in returning the items. As the invoice gave HY address in Berkshire HQ unit packed and despatched with covering letter seeking a full refund plus postage.  No reply.  Emailed HP in several suggested HP email sites, no reply.  Confirmed package returned to HP before 10.27. 10th Dec.  Thanks Royal Mail for this efficient servce.    Send another letter plus more emails. Still no reply.  Now matters had dragged on since October 26th and still no further forward. Contacted American Express – the card HP so swiftly swiped.  Cautious interest:  Supply all docs and—no promises made to retrieve the £ 192 from the account of a multi national.  All consumer legislation quoted in my letters was met with deafening silence   Mark T MP has now written to the company seeking an explanation and.  Amex has credited my account with all but 2p of the amount I paid greedy HP.  I am told the merchant is allowed 7/8 weeks to respond to my complaint. By that time, 18 plus 8 weeks will have passed and HP may reject my claim. If any one has had any similar experience with Hewlett Packard, I’d like to hear from you and compare levels of shocking shabby treatment.

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