[Resolved]  Hp — Non working preinstalled word

On March 8, 2008, we purchased a brand new computer and printer. The computer came with Vista already pre-installed. The Microsoft Word was a 60-day trial version pre-installed on the computer. We are writing to file a complaint because we have not been able to use Microsoft Word for a combined total of 5 whole hours, if that much.

The first problem we encountered was that this brand new computer would not accept the WalMart Service Provider Disc. (We are currently paying for this service but unable to use it right now because this Hewlett Packard product has rejected it). Due to this problem we are losing money through no fault of our own as consumers.

The second problem that we have been stuck with is a failure of the Microsoft Word Operating System to operate. I have contacted Hewlett Packard a minimum of 5 separate times, explaining the problem and noting the various representatives' names. Our computer is still not working and the Hewlett Packard Technical assistance Case Manager Kate advised on April 8, 2008, that they can not resolve the problem.

We want to be able to use the product we paid for. We want Hewlett Packard to take the responsibility of standing behind their product. We have spent $600.00+ on this computer and deserve and expect to be able to use the Microsoft Word function for the time allotted. We are being inconvenienced, are not being able to use a product we paid for and are losing money.

Now, I will give you the background:

March 8, 2008:
On March 8, 2008, we purchased a brand new Compaq Computer. A printer came with this purchase. Vista was already pre-installed on this computer also. We had heard numerous complaints about Vista but had no choice since it was installed on all the computers we looked at.


March 9, 2008:
I hooked the computer and printer up on March 9, 2008.

March 17, 2008:
On March 17, 2008, my mother attempted to practice typing on the computer, however, Microsoft Word would not operate properly. Each time we tried to type we received a message that said, "This modification is not allowed because the selection is locked."

After trying unsuccessfully to get Microsoft to work, on March 17, 2008 @ 2:50pm, I called Hewlett Packard to resolve the problem. I spoke with representative Throteu and was given Service Ticket Number [protected]. Ms. Throteu then transferred me through to the technical department at which time I remained on the telephone with Rebecca for over an hour. Rebecca tried various options, which did not work. She advised me to unplug any peripherals that I had installed. At her instruction, I unplugged my printer. She then walked me through the process of a system recovery. Rebecca advised that she believed that Microsoft Word had expired on March 16, 2008 in spite of the fact that we had not had the computer for more than 8 days. Rebecca stated that she would call back later in that evening. At approximately 5:18 p.m. Rebecca called back at which time I checked the computer and it was in fact functioning properly.

March 18, 2008:
On March 18, 2008, I attempted to use the Microsoft Word portion of the computer. Again, the system failed to operate properly. I got the same messages I received on March 17, 2008 "This modification is not allowed because the selection is locked." I again contacted Hewlett Packard. At 2:33 p.m., on this day, I spoke with Suma from the Technical Support. Again, I was walked through the process of a system restore returning the computer to its original factory content. At 3:45pm the system recovery was complete and I was able to use Microsoft Word. The session ended at 4:10pm.

I did not reinstall the printer. My mother was able to practice typing during the week of March 18th.

April 7, 2008:
April 7, 2008 @ 10:17 p.m., I wanted to type a letter and needed to print it. I re-installed the printer (HP Deskjet 1400 that is compatible with 2000, XP & Vista). Upon reinstalling the printer and attempting to type the letter, I was again given the same error message "This modification is not allowed because the selection is locked'. I contacted Hewlett Packard at approximately 10:19 p.m. I spoke with Jason of the Technical Department. I advised Jason that I had called several times regarding the same problem and that I wanted to file a complaint against Hewlett Packard because we were being ripped off. Jason suggested that I go to another computer, go to www.openoffice.org, download the link, save the information to a CD-ROM and then transfer the program to my mother's computer. Jason stated that other than doing this, I was left with no other resolutions. I advised Jason, that I purchased this product in good faith with hard earned money and someone would have to address and resolve this problem created by the company. I asked to speak to a supervisor and was advised that no supervisor was available. I gave Jason my phone number to be contacted the next day.


April 7, 2008:
At 10:58 p.m., I called back to Hewlett Packard to see if a supervisor was available (believing that Jason was lying to me and giving me the runaround). I was transferred to Katie. Katie advised that Hewlett Packard does not have Technical Supervisors, they are non-technical supervisors only. I explained the problem to Katie, asked if a supervisor was available, advised her that I wanted to file a complaint.

Katie transferred me to a non-technical supervisor named Jerry. At 1l: 20 p.m., I spoke with Jerry who failed to offer any resolution for solving the problem with Microsoft Word and the brand new computer. I once again explained the on going problem with the inferior product we had received and also the problem with the incompatible Internet Service Provider Disc.

Jerry took the liberty of 'advising' me that it was the customers responsibility to investigate compatibility. It was necessary for me to instruct Jerry that it is Hewlett Packard's and Microsoft's responsibility to sell the consumer a product that is functioning as it should for the money they spend. Additionally, that we did in fact investigate the purchasing of a new computer, that we were instructed not to get Vista, and I also advised Jerry that consumers have no control over the fact the Hewlett Packard and Microsoft have collaborated together pre-installing Vista on computers and the consumer is simply left to deal with it.

Upon repeatedly advising Jerry that I would need to file a complaint, he provided the following address: 20555 Sh 249, Houston, TX 77070.

Jerry then suggested that I check to see if the problem lied with the printer...as a way to be rid of me because they were unable to resolve the on-going problem. Jerry gave the phone number for the printer service. At ll: 30 p.m., I contacted a representative named Auto. Auto had me uninstall and reinstall my printer and then he ran some test pages. Auto advised that the printer was working fine and the problem did not lie within the printer.

April 8, 2008
No supervisor called me back, so I again contacted Hewlett Packard. At 11:47 a.m., I spoke with Sidd. I advised Sidd of the on-going problem and advised him that I needed to speak to a supervisor so that I could file a complaint. I advised Sidd that I was getting the runaround and was incensed by Hewlett Packard's failure to resolve this on-going problem. At 12:02 p.m., I was transferred to Supervisor AJ. AJ advised that he was documenting notes and he would relay my problems to the case manager. I was transferred to Case Manager Katie[protected] X79) and given case reference number [protected].

I advised Katie that I needed to file a complaint as I was experiencing the same on-going problem with my brand new computer and Microsoft Word. Kate suggested that the program was not operating correctly because the trial version had not been registered. She provided the telephone number to Microsoft so that I could register the product.
(The knowledge I do have informs me that I do not have to register a product to be able to use it or have it operate properly.) I realized that Katie was continuing the pattern of failing to resolve the problems I was having with this Hewlett Packard product and also giving me the continued run around.)

However, in an effort to try every possible suggestion, I contacted Microsoft. On April 8, 2008 @ 3:57 p.m. I contacted Microsoft Officer Support. I spoke with Representative Gilbert. Gilbert asked for the serial number of my Operating System Software and I advised him that the Vista came pre-installed on the Hewlett Packard computer.

Gilbert advised that Microsoft only sells software; that Hewlett Packard manufactured the computer and Hewlett Packard purchased the software that came pre-installed on my computer. Gilbert further advised that Hewlett Packard should be providing the full support that I need.

Gilbert suggested that I (again) contact the Technical Supervisor. I informed Gilbert that I had been informed by Hewlett Packard that they did not have Technical support supervisors. Gilbert provided a number to contact Hewlett Packard[protected].

At 4:08 p.m., I again called Hewlett Packard. I asked for Case Manager Katie. I relayed the information I had received from both the printer representative and the Microsoft Office Representative to Katie. I advised Katie that I did not like being given the runaround and required honesty. I advised her that I needed to file a complaint against Hewlett Packard and with the government agency overseeing the Hewlett Packard company and I informed her that I needed to have my computer operating in the way that I paid for it to operate.

Katie supplied the following address: CEO, Hewlett Packard Company, 3000 Hanover Street, 20 BX, Palo Alto, CA 94304 and she stated that they could not resolve the problem I was having with their product.

In closing, it is necessary that Hewlett Packard resolves the on-going problem we are having with Microsoft Word so that it is properly functioning; make amends for our utter inconvenience and runaround by the representatives of this company. One month has already passed on this 60-day trial. This is unacceptable. I am thoroughly dissatisfied with this product and the way in which this on-going problem was handled.

Additionally, each and every time I called HP, someone tried to sell me the $149.00 Microsoft Operating System package. I continually advised them that if the trial version is inferior and failing to operate properly and after having spent $600.00+ on a brand new computer, why would I then spend additional money on a operating system that is not working. If we had known that we would only be receiving a trial version we would not have purchased this product.

Also, since Hewlett Packard felt such indifference for this consumer by giving her the runaround, I will also follow through with a complaint with the Better Business Bureau.