Tony of Peterstown, WV, writes:
I decided to purchase a new computer this year after owning and using a computer at home for approximately five years. My youngest daughter had decided to return to college, so I gave her my old computer and began researching to buy myself a new PC for home usage. The PC I gave to my daughter was a Pentium 75MHz, 64MB, 1.2GB with a 33.6 modem. This PC still performed well, but since I was ready to upgrade, it seemed like the perfect time to do so.

After much research I was going to buy a Gateway using their 24 to 48 month trade-in plan. I wanted an HP computer, but had not been able to find anything that compared to Gateway's options and prices. On a shopping trip to our local SAM'S club I happened to find what I thought would be the perfect PC for me...an HP 8662C. It had all of the features that I was interested in plus some.

I purchased this unit on 2/13/2000 and brought it home with the anticipation of having increased speed and additional capabilities that I could really enjoy. This is 3/3/2000 and this PC has been nothing short of a living hell for me. The fastest I have been able to connect to the internet has been 21,600bps. I have contacted HP tech support three times (no toll free number) which has cost me several dollars. They have no answers.

Since my ISP has 56K capabilities utilizing Digi International, RAZ Datafire 56K. I have paid $20.00 to have my ISP rep come to my home to see if anything can be done...to no avail. It appears that the Conexant SoftK56 Data, Fax PCI Modem is the problem, but nobody seems to have a solution!

At this point I would gladly return this unit for a total refund and buy another brand. It is a shame that HP would sell a PC with these potential problems without at least having a workable solution. I'm at the point where I could be an anti-HP advocate for life. I will move to the consequence category to continue this diatribe.

I would like an explanation as to why HP does not have a toll free number to support their customers still under warranty? I really hate the feelings I currently have towards HP, but cannot for the life of me understand why you do not have better customer service. One of the biggest reasons for purchasing a HP was knowing that I could get fast and efficient help in a timely fashion. Go figure!

Charlotte of Marion, OH, writes:

I've had my HP 4463 Pavilion for less than a year & have already had to have a new hard drive installed.  In Sept., 1999, I installed a HP 3200C scanner.  Since the directions that came with the scanner are worthless I called.  I was quite upset about having to pay for a call when it was still under warranty.  I was told that the charges would be reversed.  

Today, I received my phone bill & there's a charge for $31.84!  There's no way that I talked with HP for 18 minutes!!    Why wasn't the charge reversed when I was told there would be no charge?  My husband's going to kill me!!!!  I tried calling HP & there's no way to get thru to them without paying a charge and their web site is of no help.  What do I do now other than pay this outrageous phone bill?

We are senior citizens and cannot afford charges like this.  I'm the only one who uses the computer and scanner.  I send out mailings every day, mostly to seniors, & would hate having to quit bringing smiles to some of their faces.

CPT Charles writes from an APO address:

I have had experience with the HP Vectra VL in two units now.  This complaint is mostly advisory but I'm frustrated.  My Detachment Sergeant and my supply specialist have new machines and these computers re-boot by themselves routinely lock up in "Word" and have other problems which require hard-starts (can't Shut Down). 

The exact same thing happened at my last unit -- V Corps Artillery.  We solved the problem by going to a Dell and that beast took all the dust and misery of Albania.  Does the Vectra have a problem as a product line?  I've advised our automations folks not to buy more of these as they seem to be touchy. 

Ronald of W. Huntingdon, PA, writes:

Purchased HP8560c computer Sept 6,99. From day one the standby mode did not function properly.  Called CompUSA several times, was told to bring in the computer to tech support.

This I did on 10/15/99 complaining that the unit was freezing up when going into standby mode as well as locking up going into display mode and a constant illegal operation warning.  Tech Support ran HP diags on system and disabled several power management features and recommended not to use the recovery system.  

T

his is a brand new unit and it is recommended I not use features which I have paid for? I would like my HP8560C computer repaired or replaced, the second choice being preferred since it is a new computer and should function properly in all modes.

Tom also had problems with the 8560c:

A little over 10 weeks ago I  purchased a Hewlett Packard n 8560c  PC and over that period I had many problems with it including  not being able to turn it on or off, hanging when put on standby, and a loud  popping sound when trying to boot it up. 

I spent hours searching HP's  community forum and at least four lengthy long distance phone calls to tech  support. I was very upset that it was costing me so much for the calls and  the problem never was fixed totally. On my last call I was told that hard  drive was probably defective and I would have to ship it directly to them to  have it fixed. 

This option would have left me with no computer. At that point  I was stuck with probably $50 to $75 worth of phone bills and still had a  computer that didn't work. 

So much for the bad guys. The saving grace in the  story was that I purchased it from Office Max. When I called the store and  asked them what their return or exchange program was, I was told that it was normally 14 days on electronics. 

I explained the situation and that I had  bought it 10 weeks earlier. They were very helpful and let me return the computer for a full refund or exchange. 

This was the third computer I've  purchased from Office Max over the years so when I started shopping for the computer I checked all the ads and visited four other stores before going to  Office Max. As they advertised, they matched the lowest price from the other  stores. This not only got me a great deal but left me with the satisfaction  of knowing that the store I bought it from would stand behind their merchandise, even if the manufacturer wouldn't. 

When I left their store I had  a brand new computer that so far has worked flawlessly. They have always  treated me well and were quick to remedy any problems that come up. I have  recommended them to many people and would like to see them get credit for their great service and friendly help.

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