HP warranty issue

[ankit_juhi]

HI,

I had the following support incident with HP in India which I wanted to share with you and would like you to provide me the opinions on how to get through this situation as for the last 6 weeks HP Dealer in India is making me traverse in circles.

I purchased extended warranty (Care Pack) from Precision Infomatic in June 2009 forlaptop purchased in the US in June 2008.

I had informed the HP support that the laptop was purchased from the US, they gave me the phone number of Precision Infomatic for further enquiry.

\When I contacted Precision, I was told that as the laptop was purchased in the US, they will find out if a care pack could be issued. Mr Ram Kumar, Assistant Manager, Precision Infomatic, called me and confirmed that the care pack can be issued and the laptop would be serviced locally in India in case of any problems.

About a month and a half back, the graphics on the system started reverting to 4 bit every now and then. I had recovered the system at least 5 times in that week and then approached the local customer care center in Hyderabad, India. They outrightly rejected the service request citing the reason that the laptop is not supported in India.

I told them that the care pack was purchased locally from Precision Infomatic and I was promised that the service would be given. But, the floor supervisor asked me to get it in touch with Precision people.

I then approached Precision (Mr Ram Kumar) immediately and he asked me to visit his office. There he kept the laptop with him and assured me again that the laptop would be serviced.

Since then I had been in touch daily just to know that they have escalated the matter to the HP and would get back to me soon. A few days back they cited that they would be refunding the money taken for warranty and uplift the warranty. HP promises me something and then backs off from that promise. I DO NOT expect such a step from a brand like HP. My trust in this brand is now dwindling.

I DO NOT understand this. When the extended warranty was purchased in India with the assurance that the laptop would be serviced in India, I should get my laptop back in working condition OR else, issue me a new laptop of the similar cost.

Thanks for reading my post.

I would really appreciate if someone out there takes my issue to the highest level and help me get a resolution.

Thanks again,

Ankit

[ankit_juhi]

I missed to mention the Laptop model - HP Pavillion DV9825NR.

[WendyM]

Thank you for visiting the HP Support Forum. This is a peer to peer community for customers to connect and share solutions on their HP consumer products. If you have direct feedback for HP about their products or services, please use the link below.

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If you have other questions and concerns, please feel free to send me a private message

[kay_laputa]

I cant find out the clear and precise answer from the forum. what i need to know is, is there any International Warranty for HP notebook?i would like to purchase at US, but i will return to my country someday. If there is a international warranty, how long would it be?

thanks..

[ankit_juhi]

Thanks for reading my post. The Care Pack says return service. I am not sure if its international warranty or not. All I am aware of is that the care pack purchased locally entitles the user to have the service locally. Awaiting the HP CEO Customer Relations response as well as the response from local HP people. Keeping my fingers crossed. If anyone has any point which can make my case stronger, I would definitely need it. Thanks again for all your support. Ankit

[jescott418]

Not a expert on warranty but for the most part warranties can extend beyond boarders but they still are worded that they do not change if you change location. For instance if you buy a laptop in the US the US warranty is valid in another country. But if that other country has a better warranty that does not follow you. Now some warranties are worded so that they are not valid as far as getting service through anywhere but their native place of origin. So if you buy a US product you have to service it in the US. I have seen what they call (Grey Market) products come to the US from other countries. Those products cannot be serviced by a US service center. This is because the manufacture tries to stop this type of marketing by voiding the warranty. In the end a person like yourself would be very wise to read the fine print of any warranty to make sure you are covered. Otherwise ignorance is not a excuse for what is written in Black and White.

[ankit_juhi]

Hi,

Thanks for the response!

I agree that there can be certain machines for which the warranty doesnt apply in a country where the purchase was not made. The point which I am trying to contend here is that before buying the care pack in India, I had informed the dealer that the laptop was purchased in the US. He said if the care pack can be generated and issued then the laptop would be serviced locally as the care packs dont get generated for the cases where a particular product's warranty is not supported.

Keeping this view in mind, I had purchased the extended warranty. Now the HP denies honoring it and is asking me to let go of it. This is unfair!

Thanks,

Ankit

[adam_carlson]

ankit_juhi ,

    i understand your problem and your frustration. During the process of trying to get my notebook repaired I have encountered and noticed multiple major issues with this company's warranty/repairs policies and protocalls.  I have been tirelessly coresponding via. e-mail and phone with HP about this for days now.  currently i am coresponding with their Corprate Case Management department, but if this department can't satisfy my concerns I intend to dedicate mysef to writing every member of corprate HP who's e-mail or mailing address I can find until my opinions and concerns are heard and taken into consideration by one who is authorized and capable of remedying the faults within their customer support system.  I intend to use your original posting in a compilation I am making to show such an individual just how prolific these issues are. unless you object, that is.  and if you do object, please send me a private message and let me know.

[ankit_juhi]

Hey Adam, by all means use this case. I had suffered a lot at the hands of HP for 10 weeks after which they finally relented and resolved the problem within a day (ironic, right?). They had all the spares and manpower to get my laptop working, but they didnt want to do it though they were at the wrong side of the law.

Now the HP wants me to let go of my warranty. They had been behind me for quite sometime now. I have flatly refused unless they are ready to replace my machine. I have infact offered them a deal to buy back my system and give me a new laptop at the best price - I will bear the difference in amounts. But they didnt agree for it even.

HP is such a finicky company. I will never ever go for HP again!

[adam_carlson]

man, you wouldn't believe the amount of negitive feedback on these message boards smply pertaining to warranty and repair issues!  thanks for allowing me to use your example.  It, among the others i've collected in the past two hours make more than 8 pages of mostly single paragraph entries!  and i've only begun to scratch the surface.  I intend to dedicate myself and any time i can (whichis alot these days) to collecting similar complaints and concerns to compile for what is turning out to be a humoungous document filled with nothing but customers' dissatisfaction with HP's handling of warrantied products and glitches and problems in their "send in" repair system. once finished, i will send this compilation via e-mail, at first, to every case manager i either have or can find an e-mail address for.  attached will be a summary, written by me, of the obvious faults in this company's policies regarding after the sale servicing, and honoring of warranties.  perhaps if i can compile a large enough collection of individual customer's concerns and present them together to someone high enough up the corprate ladder t HP, the issues will no longer be ignored.  it is painfully obvious that this company doesn't mind sweeping the concerns of the individual customer under the rug, but if i can bring them a big enough pile of dirt then the old rug simplywon't be able to hide the mess.