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Compaq - Laptops

Laptop computer users tend to be very demanding. They generally use their machines in their work and are critically discombobulated if the cursed thing fails. We suspect they also upgrade more often than most computer users and we know through observation of our own bank account that they spend big bucks on each purchase. Computer "manufacturers" (i.e., packagers) ought to keep this in mind when examining their warranty and tech support policies, or they'll get letters like the one Tatyana sent Compaq's latest CEO. More laptop complaints below.

Robert of San Jose (2/17/01) writes:
I purchased a notebook system that when received did not have the features as advertised, primarily the display feature were entirely different and unacceptable. Also, the integrated network adapter does not operate consistently. When I attempted to contact support the first time I was blatently told I was wrong. The second time I was given the runaround and finally hung up on.

Because of the network adapter it has been very difficult to use this system at work. I am a Network Engineer, so the device is a necessity to my work. I recently was forced to purchase an external replacement.

Jorge of Torrance, CA (12/4/00):
I bought a $3,000 portable computer, and when I click on any window and I am listening to the CD player, it skips repeatedly and as it goes on it gets worse. They picked up the unit to be repaired, and came back, this took so long that by the time I received the unit back, it was already too late to return it, and it is still not working properly, I have talked to several supervisors, and to whole bunch of technical support engeneers and they keep on delaying the solution of my problems, and besides part of my job is doing presentations on my laptop and the sound skips.

That jeopardizes me economically, because my income basically is based on presentations with sound and if it skips I can not work, and I have been waiting for Compaq to give me any solution and I am still waiting for over two months, and the guarantee will expire and they will not be willing to do it within the time.

Jason of New York City writes:
I bought a Compaq Presario 1675 Laptop computer. It had a DVD which is the main reason for purchasing it. When I took it out of the box the DVD did not work. When I called Compaq that afternoon, they told me that that is a problem with the model and that they are working on a software solution for it. I will be contacted by mail. They couldn't tell me how long it would be and they wouldn't give me any other numbers to call.

Since then I have called at least twenty times to no avail. No one cares.

I told them, "You sold me a computer with advertised features that you knew did not work." It is the most clear-cut case of fraud I have seen from a big company. They freely admit that this is a problem yet they continue to sell the product.

This was all a month ago. Since then, the retail price of the unit has dropped from $2399 to $1899. What can I do?

I am a screenwriter who bought the DVD feature so that I could study films as I wrote. I can't do that and all the time I have wasted on the phone has set back my project.

M.M. of Acworth, GA writes:
I purchased a Presario laptop 1210 exactly a year ago. Over the past year I have had more problems than it was worth. It has been sent back four times to Compaq. Each time they would keep it between two to three weeks. Every time it was sent back I would receive the laptop still not working properly. I have contacted Compaq technicians over the past year 16 times over the phone.

The problem that I have with the laptop is when you are typing it goes up into the previous paragraph or a paragraph below or it will start a whole new sentence.

Compaq is aware that this is a software problem. They continue to send me disks and cd's to download that are supposed to correct the problem. I have lost a great deal of money. I am so angry and hurt that this company thinks that first I will give up and second that the laptop is still not fixed as of February 16, 1999.

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