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HP Recommended
HP Pavilion - 15z-cw100 CTO

I purchased an HP Pavilion Laptop in 2019 and HP's three year extended warranty - the "risk-free care pack rebate," which promises your money back on the price of the extended warranty if you don't use it.  I didn't.  I have until the end of 2022 to submit my rebate form.  Only problem?  HP has no method to submit the rebate form.  This isn't a difficult concept, and is easily set up and administered.  Yet, HP flunks at this?  

 

The links on HP's rebate sheet are inactive.  I called Brandon from El Salvadore today, one of HP's support team at the complaint line.  Nice guy.  He gave me a case # 509-565-52xx.  Brandon said he'd route me to the correct department to help me process my claim.  Then I got Vaishnavi from India.  Equally nice.  She reviewed all my information again, and said that my call had been routed improperly.  Thankfully, she had a direct 800 number at which they would quickly get my rebate information submitted, and would generate my rebate amount seamlessly.  "What a relief," I said, thankfully.  

I called that number - [Personal Information Removed].  It's definitely an HP number.  "You've reached HP Focus Solutions Support. Your call is important to us," the automated operator tells me, "please hold for the next representative..."  Click.  That was at 11:00am, my time.  I live in Montana, USA.  I called again, and was told by the same automated operator that my call was important.  "Please hold for the next available...."  Click.  That was 11:04 am Montana time.  The second time HP hung up on my very important call. Then again at 11:05.  Click.  Next at 11: 09 Click.  Tried again at 11:23. Click.  This is staggeringly poor customer service.  If a manufacturer hasn't mastered that, it diminishes confidence in its name brand savagely fast.  It leaves the ineluctable appearance that HP promises benefits upfront to get one to buy, then scams on the backside.

5 REPLIES 5
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I am having the same problem. I am completely frustrated! What a scam this “Risk Free Care Pack Rebate” has turned out to be! 

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Gpitch,

 

I've spent over 20 hours trying to connect with a human at HP who can help me.  Just google consumer complaint for your state.  Equipped with that, I called HP corporate office in Palo Alto.  I finally talked with a person, who is trying to resolve this for me.  She admitted that she's dealt with it in the past. I am also asking for punitive damages to repay me for the amount of hassle and time I've had to put into this.  HP should have provided a simple, old school address.

 

Good luck to you.  I would be interested in knowing if you got any traction.  Audrey K

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Thank you Audreyk1; I really appreciate the help! I, too, have put at least 20 hours into searching the web, calling  various dead-end numbers, and writing emails. I can’t believe this problem doesn’t flood the screen with hits  when searching the web for “HP risk-free warranty.

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Surprisingly, I received an email on Wednesday, November 30, from IBS FOCUS CRC letting me know a check for my rebate had been issued on the same date, and I should receive it in 7 to 10 business days. I haven’t issued a complaint, as of yet. I’ll wait to see if I receive a check in the next 2 weeks. I hope you’ve been successful at receiving your refund, and that HP corrects this egregious  problem. 

HP Recommended

Did you end up receiving your rebate check? I'm just starting down this rabbit hole of frustration.  I submitted my claim at the beginning of December and requested confirmation of receipt 3 weeks after that.  I just submitted my information again from a different email address as it seems some customers in the past received confirmation receipts and others have not.  (I am in the latter group.)  Was there a different contact email address or phone number that worked for you?

† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the <a href="https://www8.hp.com/us/en/terms-of-use.html" class="udrlinesmall">Terms of Use</a> and <a href="/t5/custom/page/page-id/hp.rulespage" class="udrlinesmall"> Rules of Participation</a>.