Poor service with regard to laptop contract.

23 October 2019

To whom it may concern Regarding: HP core i5 laptop Complaints: • On the 15th of March 2019, I took out a contract at Vodacom, Mokopane, on a HP core i5 laptop, after seeing their advert in the Vodacom booklet. • From day one I was experiencing problems. At first, I only received part of the package that was offered in the advert. The offer included the following: * HP core i5 laptop *Huawei R218 h Mobile Wi-Fi rooter * Free HP online Voucher valued at R200 * Free Norton 1 User * Free 2x screen replacements * Free wired mouse • I only received the laptop and the Mobile Wi-Fi rooter. The rest of the accessories were not included, as promised in the offer. • Vodacom, Mokopane contacted them, there was no response. • After paying R900 to upload Microsoft Office, the real problems started.

Problems: 1. When switching on the laptop, it made a click sound. 2. The whole keyboard and lid (screen) vibrated when laptop was on. 3. It made a noise as if the laptop was overheating and the fan kicked in (huge noise). 4. After typing a document, editing, making columns, copying and pasting, then saving the document, the document disappeared and is saved, but the whole screen stays full of “ctrl signs” before it disappears. 5. When I switch the laptop on and need to put in my password, it first turned black then white to enable me to put in the password. 6. On several occasions I had to take out the battery to be able to switch the laptop on or off. 7. The laptop was very slow to respond.

• I took the laptop back to Vodacom, showing the manager all the faults. She made a list and of the problems and sent HP an email. • After waiting several weeks, HP came to collect the laptop from the Vodacom store. At the same time another client experienced problems with her laptop as well and hers was replaced. • I waited two months for my laptop to be sent back. • When I collected the laptop from the Vodacom store, I was informed that HP only updated the software. • The problems continued (remained). After they updated the software, there were about 4000 viruses on the laptop and I had to pay to have them removed. • In September I took the laptop back to Vodacom. They made a list of all the problems again and emailed it to HP for the second time. • I informed Vodacom that I don’t want the laptop to be fixed, I’m expecting them to replace the laptop, because it is still under 1-year warranty. • After a few weeks, I received the laptop back, informing me that HP kept the shell of my laptop and replaced the motherboard, keyboard, HDD and reloaded O’s unit. • When I opened the box containing the laptop, labelled as ASUS, I discovered that it wasn’t my laptop’s shell, but an Intel Inside laptop. Mine was a core i5. • When I switched it on, where you have to put in your password it also said ASUS. • There was also a scratch on the lid of the laptop. • I took the laptop, which wasn’t the laptop that I purchased, back to the Vodacom store the same day, after I phoned them. • The manager went into the settings. The settings showed that the hardware is core i5 but on the keyboard of the laptop the sticker shows Inside Intel. • The manager of the Vodacom store advised me to keep the laptop, use it and see if there are any further problems. • I then had to upload Microsoft Office again at a cost. • The first time I used it again after repairing it, I typed and saved the first document. The document was saved but again the ctrl signs disappeared on the screen after saving the document. • After having the laptop for eight months now, experiencing several problems from the start, supporting HP for several years now (I already bought 6 laptops from HP), paying R399 per month for very little use and no pleasure, I am very disappointed in the HP company. • I am unsatisfied with the way they handled the whole situation. The feedback and the aftercare service I received from HP is really disappointing. • I am supporting them for so many years, it is the most expensive laptop I ever purchased from HP, now I am experiencing the most problems. • They are very quick to sell a product to the public, but are very reluctant to replace the product when you’re experiencing problems from the start. • I am very disappointed, and I’m thinking of supporting another company in future. • I’ve got a 1-year warranty and to my opinion, you don’t fix a new device that is under warranty. The company must replace it. • I’m a teacher and need to work on my laptop every day due to exams and planning.

Attached you will find all the supporting documents and photos.

Kind Regards Me. Izolde van Wyk

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