I have purchased a total of 23 HP laptops, mostly on behalf of my adult students and myself, the latest being a TX1020ea for myself direct from HP in April 2007.

Soon after purchase the 'Y' key kept detaching. Being an obvious manufacturing fault, collection for repair was arranged and I was told that repair would take 7 to 10 working days.

I tried over several days to call the service department, at different times of the day for periods of 10-20 minutes at a time without success. I finally got through on the 12th day, only to be told that they were still sourcing a replacement keyboard - why this was not done prior to collection, having been clearly told the problem, shows the first of numerous flaws in HP's repair system.

It is hard to accept that there can be any valid reason why such a basic component for a current model is not in stock at HP’s central repair centre in Bracknell. As the service centre could not tell me when the required keyboard would be available (they have 8 weeks according their terms of trading before they would consider replacing the unit) I asked them to return the laptop which I could still use until such time as the keyboard was available - at which time I would return the unit personally as I only
live 15 miles from the repair centre.

I was then advised that, if the unit was returned, the order for the replacement keyboard would be cancelled. When I asked to speak to the service manager or supervisor, neither would talk to me. And, when I requested the manager's name, I was told this too was confidential - this is HP service department not the Pentagon.

My dealings with customer services in Gateshead fared no better, as they too could not get through by phone to their own company service department and could only communicate via internal email.

Hewlett Packard makes excellent products but its after sales service is shamefully inefficient. They either have too many repairs to keep a fully stocked spares department or insufficient adequately trained telephone staff.

My experience has left me disappointed and disillusioned with Hewlett Packard, the owner of a laptop with a loose 'Y' key and asking myself why should I recommend and give business to a company that treats its customers in such a cavalier way and cannot provide an adequate repair service.

Mel Franses

HP responded: "HP was disappointed to learn of Mr Franses's experience and is working to resolve the matter as quickly as possible. HP takes the after care service it provides to its customers extremely seriously"