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06-09-2011 08:28 PM
Has anyone else had hardware problems that HP would not take care of even if your notebook is under warranty?
I just purchased a HP factory refurbished laptop that has a valid HP 90-day warranty on it from an online retailer.
Upon removing it from the box and firing it up, I noticed the LCD had issues. It's got moving veritcal lines all across the display that resembles interference-type issues. Happens in the BIOS as well, so it was surely the LCD.
As this was a refurbished unit, the vendor I purchased it from wanted me to go through HP which I knew ahead of time and I was fine with this.
I called HP support, the validated my warranty, agreed the LCD was likely bad, and I sent it in to be repaired. I received a Service Ticket Number from them via email.
They've had it a few days now and they called me telling me that the LCD was indeed faulty, but upon removing it from the notebook they noticed it was not a HP LCD, and because it was not an HP part, the would not warranty it.
They "think" the refurbisher used non-approved parts, and apparently because HP's refurbisher used the wrong parts, I am getting stuck with either living with it as-is, or buying the correct HP LCD from them.
How can I, the consumer, be responsible for the parts that HP's refurbisher uses?
Anyway, I insisted on talking with the managers and the nice lady told me she is the manager and there isn't anyone higher up than her (I beg to differ, but that's another issue).
I'm at a loss here. Am I the only one they are trying to screw like this? They sure aren't winning me over as a consumer at this point.
06-09-2011 10:25 PM
I would contact the reseller and demand a full, complete refund for sale of defective goods and go from there. If HP is saying the LCD was not a factory panel, then get it in writing, and then go after the people who sold it to you. If you paid with a credit card, you have certain protections for this type of thing too.
06-09-2011 11:01 PM
Thanks, I should have mentioned I have contacted the reseller and am waiting for a reply from them.
HP so far has not wanted to email me this so I can get it in writing. I only get emails from them stating that I need to call them ASAP to discuss it verbally (hmmm... wonder why?):
PLEASE DO NOT REPLY TO THIS EMAIL
Your file has been brought to the attention of the Hewlett-Packard Customer Relations Management Department and we would like to speak with you as soon as possible to discuss a solution to your service order.
Office Hours: 8:00am - 8:00pm CST Monday-Friday
Contact number: 866-684-3620.
Please reference Service Ticket Number: 80506xxxxx
We look forward to your call and an available customer relations manager will be able to assist you.
Thank you for your time.
HP Customer Relations Management Department
PLEASE CONTACT OUR DEPARTMENT VIA TELEPHONE
I intend to keep pressing them for a "written" response and explanation of why this is not being covered, but yes they tell me verbally that it is not an HP LCD and therefore I'm out of luck. I'll keep trying to call back to see if I can get somebody else. So far there's a voice on the other end of the line, but there's really nobody there with a brain.
Funny, you'd think they would be interested in finding out about what their refurbisher is up to, but they appear to have no interest at all. It's my problem not theirs if the gist of it.
I hadn't thought about the credit card options. I did indeed pay via credit card. I'll keep that in mind. I'm not sure if the time that has elapsed will complicate that or not, but it's worth a try if all else fails.
08-20-2011 03:12 PM
Two weeks ago I purchased a sealed in HP box refurbished laptop notebook from a Colorado outlet with a good reputation. My battery has been giving me trouble since day 1. I contacted HP support and after going through several days of checking they decided to give me a new battery. Only problem, their warranty update service wouldn't validate my warranty because I purchased it from a seller on Ebay!! Rediculous, I wrote a letter to Mr. Apotheker, HP CEO, and am sending him all my documents. You either have a warranty or you don't. Very disappointed in HP.
08-25-2011 04:47 PM
I'm quickly losing all confidence in HP - a multifunction color laserjet printer purchased in January of this year has not worked properly since day one despite numerous hours spent with HP technical support troubleshooting efforts and a technical service call at the end of March to replace one of the printer mobos. To add insult to injury, I just found out that HP has cancelled the warranty coverage less than 5 months after purchasing the printer! I spent over an hour today with HP phone support (another Indian/Pakistani call center debacle) trying to get the warranty matter resolved so that this printer can either be replaced or refunded only to be told that it would take at least 3 business days to correct the warranty info and then I would have to start all over again with low-level HP troubleshooting support before another tech would be sent to look at the printer! And I was also informed that under no circumstances would the printer be replaced (never mind refunded!) and I could only hope for replacement parts! So much for the extended warranty I purchased through Staples for this same printer. I have been a loyal HP customer for more than 20 years and have purchased many of their PC's and printers for numerous entities throughout this period. But I doubt I will be making any more hardware purchases from HP based upon this latest pathetic support experience.