Dear Claudienne,

I purchased an HP Envy laptop at the HP Store in Tropical Plaza on December 23, 2013.

I first noticed a problem in February 2014 and was advised to call a local number and report the problem. The issues were that while typing, the keys would stick and continue typing the same character, or the delete button would stick and delete the information.

The problems were fixed but recurred, so I made another report on April 2, 2014. The laptop was collected for repairs, and when it was returned to me it worked fine for two months.

Since then, it has been repaired in June, August, and September 2014 when I was advised that the touch pad was changed.

In April when it had to be repaired for the second time I asked the HP store to replace the computer, but to no avail. On September 15, 2014 when the problem returned four days after the computer had been repaired, I visited the local HP store and, in the absence of the manager, explained the situation to the sales representative from whom the purchase had been made.

She responded that she would speak with her manager and suggested that I take the computer to the store so that the manager could see that it was malfunctioning. This was done, but the manager said there was nothing he could do regarding an exchange. However, he promised to speak with the HP head office to see what could be done.

In October the store phoned and told me that the computer would again be collected for review. HP has had the computer more than I have. On October 28, I agreed to have the computer collected yet again, but only after I had penned an email to the CEO and president expressing my distress. I also requested a replacement for an obviously defective computer.

In response to my letter to the CEO, a customer service agent has been assigned to my case. Unfortunately, to date (December 12, 2014) there has been no resolution to the problem and the HP store has pretty much told me that I am on my own.

My warranty expires on December 23, 2014 and it seems that I won’t be given a replacement computer. In light of the multiple repairs to the computer and the agent telling me that parts had been changed on three different occasions prior to October 28, I believe I was sold a defective computer.

I have not had the use of this item and it therefore has not served the desired purpose for which it was purchased.

I would be grateful for your assistance in having this matter resolved.

HK

Dear HK,

Tell Claudienne contacted the manager of the HP Store in Jamaica and on investigating he said that he was only aware of one problem that you had with the computer. We note that your computer was finally exchanged for a new one on December 23.

Good luck.

Pension payment

Dear Claudienne,

I am 71, and without a pension, as I have not worked in any one country long enough to qualify for one. However, I worked in Jamaica, my home country, for two years. Last year I visited the NIS Ripon Road office where I was informed that I was entitled to receive a small lump sum. I was given an application form and told to submit it to the NIS office nearest to where I live in St Ann.

Early December 2013, I submitted my completed application form to the NIS office in St Ann’s Bay and was advised by the officer to check them again in mid-January. I did so, and have phoned that office several times. The officers I speak to are always very courteous and helpful, but up to now, nearly a year later, they themselves say they have not received any funds for me. They have told me that my application is “still being processed”.

I am a cancer survivor with high medical bills and I would be grateful if you could find out the reason for the hold up re the payment due to me.

CH

Dear CH,

The NIS has advised us that your cheque was mailed to you on November 21, 2014.

Good luck.

Have a problem with a store, utility, a company? Telephone 936-9436 or write to: Tell Claudienne c/o Sunday Finance, Jamaica Observer, 40-42 1/2 Beechwood Avenue, Kingston 5; or e-mail: edwardsc@jamaicaobserver.com. Please include a contact phone number.