Complain about a product or service

Notebookcomputer.com

Kimberly of San Diego writes (10/3/02):
In early June 2002, my companion placed an order with Notebookcomputer.com for an HP Omnibook 500 and a Prostar computer. He clearly expressed his intentions to purchase two new units as warranty coverage would offer security. Both units were received just days prior to his six month deployment with the USMC.

Due to an inoperative touch pad and a defective DVD player the Prostar unit would have to be returned. Additionally, the new HP Omnibook 500 purchased for my use turned out to be a refurbished unit. In an effort to resolve the issue, the company was contacted by phone and emails were forwarded. After approximately a week and a half I received an email from Regina, the sales representative, offering an RMA# for the return of the Prostar.

As soon as Michael reached his first port, the Prostar unit was returned to its respective company. Regarding the HP Omnibook 500, Regina initially stated it was in fact a "re certified" system and offered a technical support phone number as means to a resolution. As the days expired I made numerous efforts to correspond my concerns regarding the condition of the HP. It had visible scratches on the top of the unit and fingerprints all over the screen. This was unacceptable as Michael clearly expressed his concerns to purchase two new units.

After a week elapsed I received a return phone call from Regina regarding the HP. She initially stated the unit was "re certified" and advised me Michael was made aware of this prior to the purchase. After consulting with Michael he insisted I return the unit as he felt strongly that he was misinformed and did not wish to do any further business with this company. Upon requesting an RMA# Regina advised me, after placing a call to the distributor, the unit was in fact brand new and covered by a full one year warranty. This response was unacceptable. I insisted on pursing the return regardless.

Prior to the return I was advised once again the HP was in fact re certified and we would now incur a 15% restocking fee. The entire situation was terribly frustrating for Michael and I as we were both completey dissatisfied with the entire situation. At this point all further contact would be with Regina's supervisor, Bruce Hunter. The Prostar as well the HP units were both returned to their respective companies via Fed Ex. Weeks expired with no sign of credit to Michael's account. I was forced to submit a letter of dispute to USAA's Credit Card Resolutions Department. I verified via the Fed Ex website that both units had been delivered and obtained the delivery dates for our records. It took nearly a month, but credit was finally issued for the Prostar computer.

I was forced to continue to pursue the refund for the HP as apparently after all of this, Bruce was unaware the computers were charged seperately. Bruce and I had only one verbal conversation. I relayed my concerns and expressed how completly unacceptable the entire situation had been. I felt confident he would follow through with crediting all monies lost, including shipping and handling fees which were itemized for their convenience. Throughout the entire situation I felt completely frustrated that this company would behave, in what I felt, was an unprofessional manner. I also have record of an email which I would like to think was sent in error to my address.

The email was sent by Regina to her supervisor Bruce. In brief, it insults my character and is filled with offensive statements. I actually brought this email to the attention of Bruce and he seemed very apologetic and assured me he would expedite handling the situation.

I experienced a great deal of stress and frustration dealing with this situation day in and day out for well over a month. I'm still upset, as is Michael, an Officer in the USMC currently deployed for six months. Especially due to the fact that he now only has limited access to a computer. He must stand in line, twice a day to send emails to his loved ones. Had he been provided with a functional computer as he was promised he would have been able to avoid all of this and communicate more freely.

I was also forced to pay a cell phone bill in excess of $400 which usually runs in the area of $80 per month. Additional calls were made to this company as well USAA's Resolutions Department. I'm a flight attendant and use my cell phone as an office/home phone. The email between Regina and Bruce was terribly upsetting to me as well. I try not to let things get to me, but after all of my efforts to resolve this matter, to be spoken of in such a negative way really bothers me. Since Michael was forced to ship the computer back from Hawaii, the shipping charges were substantially higher...$48.50 + $6.15 for the HP I returned. I was told to forward the charges and tracking numbers in order to obtain reimbursement for these fees.

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