Dear Sirs, I have just had occasion to return my HP. Laptop to the Geek squad for repair,When I bought the laptop the salesman said " You will not have trouble with this machine but if You do We will look after You up to replacing the machine if extensive repairs are needed " .
My guarantee is almost at an end and the sound card started to give me problems, the sound card on light would not change state from the orange off to the blue on state, and the card was not giving out all the sound the program whichever I was using produced, I work in the electronics industry and have done for fifty years almost, so I do have a slight knowledge of what I am talking about, I have looked after Chrysler communications for a huge part of that time so joking apart I have a very well grounded knowledge in this subject. I put an oscilloscope on the output of the sound card and found that half of the output was missing and spikes were noticed causing crackling from the speakers, I decided that the problem would not get better and was getting worse so it needed a new card.
I took the laptop back to the Best Buy that I bought it from " Burlington Ontario " I spoke to the counter rep and told Him my issues with the computer He seemed at a loss as to what I was talking about, all He said was " Oh another one of these with a sound problem look we have quite a few " and pointed to the window in the counter and there was a small pile of what looked like my laptop on a shelf, He commented on how good my unit looked He said " have never seen one over two years old looking this new ", and wrote on the invoice no marks on case.
The service rep told me that the computer would be away about three weeks as the repair could not be done at the store and would have to go a repair centre in Toronto, I said fine the time is not an issue, but please do not delete any data on the computer as it does not need data interfering with to replace the sound card, He said it would cost me $158 to protect the first 50 gig of data and then another fee for every 10 gig of data over that amount.
I told Him I was not informed of that when I was talked into the extended guarantee, I was told everything would be covered, He said that is no longer correct, I asked for the store manager who eventually arrived talking on His head set and continued to talk on the head set all the time I was talking to Him, He just looked at me and said " That is now store policy " and walked away still talking to someone about what they would be doing later that night.
I left the computer with much trepidation, two and a half weeks later I got a call to tell me the computer was ready, I called in after work the next day and was horrified to find the " C " drive had been erased completely and the back up copy of windows copied from the " D " drive , why I do not know, software was not the issue, I then found marks all over the computer case and a sticker on the bottom of the computer saying ( in store repair )?????? I had explained to them precisely what the problem was, the problem is still there the sound card is still exhibiting the same symptoms, although the blue on light now comes on though very dimly. So I now have a computer that has the same sound card problems but non of my information anywhere in the hard drive, I have lost all my files and company work information almost a years worth of work wiped clean. I asked for the store manager again and all He said was store policy has changed, I asked to speak to the sales person that sold me the laptop and without checking He said " Oh He does not work here anymore " convenient .
So as You can guess I am more than a little angry with this outcome, I feel I have been lied to by the salesman and the store manager just flipped me off like I was unimportant I am a customer xxxx it, where is the quality You talk about in Your advertising, I have found non, and as to the loss of the information I hope You can appreciate just how disastrous that is to me.
I hope You will give this issue Your fullest attention as soon as possible. Yours Faithfully, Geoffrey Grimwood.
