January 25, 2007
Email to CEO:
I have written an email to Mark Hull, CEO of HP describing the manner in which I have been treated. A link to this blog was also provided in the email together with all the ticket information.
7th Call:
I called HP this afternoon and informed that that the “repaired” computer they had send was in fact defective just as before. The representative was very good and realised that there was a major issue on hand. He had me upgrade the bios and briefly describe what was going on. He organised for another box to me sent to me so that the laptop could be returned for further repairs. A new CSO number was also provided.
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Overview
This blog describes my experiences with HP Customer support. The laptop is a Pavilion dv6607NR which is part of the dv6000/dv6500 family. I purchased the laptop on December 6th, 2007 from BestBuy in Toronto, Canada. The notebook worked perfectly for the first three weeks however it soon started experiencing random freezes when it was used on battery power. The freezes would render the system completely unresponsive, even CTRL+Alt+DEL would not work. Additionally, the mouse cursor was also frozen in place.
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