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Hi,
I am looking for some advice.
I am an IT engineer running my own self employed business. Less than two years ago, I purchased a very expensive HP computer system for work purposes. It was a very high spec system as needed for work.
Within 6 months, it had failed, there was an issue with the RAID Storage Drives. The HP support provided (which I paid extra for to upgrade the support level) was not as expected, the engineers were not trained in how RAID storage worked - despite the system being sold with it and next day support was not provided as advertised. The response times were not satisfactory as this is a business system, not a personal one.
I wrote a formal complaint and never heard anything back from HP.
In February, the system failed once more, this time not storage related. I contacted HP again to be told that HP Support its self was having technical issues. I was completely unable to gain access to the support portal for over 30 days. I had to keep emailing, but rarely got responses. If I rang, there was no direct number to speak to support for the type of premium system I had.
Over the course of 30 days, I repeatedly chased HP Support to have the problem fixed, repeatedly reminding the support provider that whilst this system was not working, I was unable to run my business.
The support team eventually (15 days in) sent someone out to replace the Graphics Card, this did not solve the issue and despite repeatedly chasing the support department, I got no further responses.
After 30 days, I wrote to HP Support via email stating that this level of customer service was completely unacceptable and this is now the second such issue I had experienced in less than two years on the same system. I made it clear that if HP did not respond in the next 48 hours, I would initiate a section 75 chargeback for the full value of the system and respective support purchased plus costs for my loss of earnings. HP again failed to respond, so I sent a letter to my Credit Card provider asking to make a claim. I sent substantial evidence of the amount of times I had chased HP, the formal complaint I had to sent last year because of their poor after sales support care when the system first failed.
HSBC - the credit provider has been very slow in responding, finding various reasons to ask for more evidence, despite my sending 38 pages of evidence in my initial letter. HSBC now is asking for a copy of the engineer report from when the Graphics Card was changed. No engineer report was provided and I don’t really understand why it is requesting this as I have sent so much evidence.
Being an engineer myself, I have already explained that if it wasn’t the GPU (Graphics Card), due to the nature of the problems, it would be the motherboard. HP did not offer to change this part in a timely manner (i.e within 30 days) thus I had no option but to go out and purchase a different computer so I could run my business. The HP system in question cost just shy of £4000. I have been without this system or my money back now since end of Feb 23. Can anyone advise what steps I should take moving forwards?
Many thanks.
I am looking for some advice.
I am an IT engineer running my own self employed business. Less than two years ago, I purchased a very expensive HP computer system for work purposes. It was a very high spec system as needed for work.
Within 6 months, it had failed, there was an issue with the RAID Storage Drives. The HP support provided (which I paid extra for to upgrade the support level) was not as expected, the engineers were not trained in how RAID storage worked - despite the system being sold with it and next day support was not provided as advertised. The response times were not satisfactory as this is a business system, not a personal one.
I wrote a formal complaint and never heard anything back from HP.
In February, the system failed once more, this time not storage related. I contacted HP again to be told that HP Support its self was having technical issues. I was completely unable to gain access to the support portal for over 30 days. I had to keep emailing, but rarely got responses. If I rang, there was no direct number to speak to support for the type of premium system I had.
Over the course of 30 days, I repeatedly chased HP Support to have the problem fixed, repeatedly reminding the support provider that whilst this system was not working, I was unable to run my business.
The support team eventually (15 days in) sent someone out to replace the Graphics Card, this did not solve the issue and despite repeatedly chasing the support department, I got no further responses.
After 30 days, I wrote to HP Support via email stating that this level of customer service was completely unacceptable and this is now the second such issue I had experienced in less than two years on the same system. I made it clear that if HP did not respond in the next 48 hours, I would initiate a section 75 chargeback for the full value of the system and respective support purchased plus costs for my loss of earnings. HP again failed to respond, so I sent a letter to my Credit Card provider asking to make a claim. I sent substantial evidence of the amount of times I had chased HP, the formal complaint I had to sent last year because of their poor after sales support care when the system first failed.
HSBC - the credit provider has been very slow in responding, finding various reasons to ask for more evidence, despite my sending 38 pages of evidence in my initial letter. HSBC now is asking for a copy of the engineer report from when the Graphics Card was changed. No engineer report was provided and I don’t really understand why it is requesting this as I have sent so much evidence.
Being an engineer myself, I have already explained that if it wasn’t the GPU (Graphics Card), due to the nature of the problems, it would be the motherboard. HP did not offer to change this part in a timely manner (i.e within 30 days) thus I had no option but to go out and purchase a different computer so I could run my business. The HP system in question cost just shy of £4000. I have been without this system or my money back now since end of Feb 23. Can anyone advise what steps I should take moving forwards?
Many thanks.
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