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02-16-2012 02:09 PM
I've posted my frustrations with the support I received for my pavilion g4 notebook and it was deleted, so I am reposting it.
I purchased next business day + accidental protection carepack for my hp pavilion g4 notebook. The carepack was more than 50% of the notebook's value, but I figured that I would be getting the best support possible.
After three months, I started to have issues with the touchpad. It was not being detected by the system. After spending time with support, I was told that I will have to ship the notebook back to hp. They cant fix thr touchpad onsite because it is saudered to the system board. The support agent also proceeded to tell me that I am not even entitled to a replacement unit with accidental support.
It is by far the worst support experience I've had in 15 years of working in the IT industry. I've dealt with every imaginable hardware vendor and never have I been scammed into paying so much for the best warranty and still having to ship the system back. HP used to have one of the best warranties in the business, but it looks like they are now literally scamming people.
Beware before spending hundreds on the warranty, its not worth it.
02-17-2012 08:18 AM
I too am having problems with warranty coverage of my HP Pavilion G4. I sent it to their service center, about a week ago, under warranty, for an internal crack in the display that began showing up less than 2 months after I purchased it new from Best Buy. The crack spread and made it impossible to read the display. The computer was never mishandled, dropped, picked up by the screen, or anything else unusual, however I just received a call from HP Customer Relationship stating that they would not repair my computer under warranty, and that they want to charge me $352.86 to repair the display, which is within a few dollars of what I purchased the notebook new for 7 months ago. The rep stated that they do not cover "damage" under their warranty, regardless of the cause. I argued that this was a manufacturer defect, otherwise it would never have cracked under normal usage. I was told that my only recourse was to write a letter to their Palo Alto headquarters to complain. I asked for a phone number for their Complaint Department, and was told that they were not allowed to give it to me, just a mailing address. I have purchased many HP products over the years, and this is the first time that I have been shafted by them, and it will certainly be the last. Their products are shoddy, and they don't honor their warranties, in my humble opinion. I urge everyone to find another company to purchase their computer products from.
02-20-2012 09:01 AM
In the auto industry that is known as a stress crack, like the windshield on a car, where it is put together with someething not made to fit correctly, causing a force to show up as a crack under normal use at a later date, they hire people that dont know you cant put a square peg in round holes. reason they dont want to fix is because they are having problems with more than these 2, and it could cause a recall, just keep in mind all before you buy your next one, I have a knew pc, will NEVER own another one of the HP brand.