Support refuses to acknowledge warranty status - what can I do?

[chrisjbell]

I know that this is a user forum but I'm running out of ideas. I work part time on a consulting basis for one of our local schools and not quite a year ago they bought 9 dv7 laptops and xb4 docking stations on my recommendation. I used to work for HP, my wife and a number of my friends still do and so I thought that I would be getting a solid product with service that would be at least adequate and possibly even good to great.

We went with a consumer series because that was the sweet spot for price / performance. The equipment arrived and everything seemed to be going well until I was brought back in at the beginning of this school year and told that there were numerous problems with the HP equipment. I confidently said that I was sure we could get everything resolved.

One of the docking stations is definitely defective. The VGA output from the docking station port is green. The picture appears, but everything has a deep green cast. I tried different monitors, I tried different computers and the problem is definitely that particular docking station (remember, there are 9 of them to swap around). I contacted support via email and they immediately confirmed that the docking station was defective and needed repair.

Support also told me that my product was not under warranty and they sent me a link to the web page to search for an HP service center. That was incorrect - the purchase date was December 8, 2009. We went back and forth for several iterations. I sent them a copy of my online receipt. I referred them to the web page that displayed the receipt. They finally referred me to the "POP" team and I sent them several copies of my receipt.

In desperation, I called the sales group. They were able to confirm that our equipment was indeed under warranty but they could not tell me what to do to get it fixed. I had two different reps connect with the support group and try to tell them that my equipment was under warranty. That has failed twice - the second rep from support hangs up on me! Once could have easily been an accident. Twice is a pattern.

I don't know what to do now. Support refuses to acknowledge that my equipment is under warranty. Sales says they can't fix it. I'm talking to people around the globe both via email and by phone and none of them seem to be connected to each other's systems and none of them seem to care (and why should they?).

Does anyone have a suggestion? I'd really appreciate any ideas.

Thanks...Chris

[alt_164]

Sorry to hear about the troubles that you've been through Chris, but as we all know. Theres no one here who can help you about that. We are just a regular user of the forum trying to help each other..

My suggestion is to step up, call HP and get your case escalated. I've heard alot about warranty issues being escalated, some are being acknowledged though some or not. But its worth giving a try.. Sorry again.

[martkay]

have you tried to go on to hp web site you can do a warranty check there and this will tell you the date there warranty runs out and take from that go back a year and then check receipts as they have been setting the warrantys from the shipping from factory date not the purchase date , and if you go to the FOS IF YOU ARE IN THE UK LET THEM SORT THIS HP have been getting away with 2 many , as on tv the computer says no.