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12-19-2017 10:26 AM
I purchased a few HP 2920-24G PoE+ switches brand new off Amazon last summer to put into a grade school's network. Recently one of the switches has failed. They have a product lifetime warranty so I called and emailed to try and get a RMA. HP is saying that Amazon is not a qualified reseller and they cannot provide support for this schools box. I reached out to Amazon and of course they offered a 30 day return policy that was past, but didn't understand why the manufacturer would not support the manufacturer warranty.
Anyone else run into this issue? I need to try and find some sort of resolution for this small rural school district.
3 REPLIES 3
12-26-2017 03:34 AM
HP stance is "SOP" standard operating procedure
Items purchased from a non validated HP seller is not covered by hp's warranty
and this is a standard thing in the business world that all venders usually follow such as Dell,Lenovo,Supermicro
without getting into a long reply, HP qualifies venders to make sure they meet minimum standards for selling/support
and there is also the proffit margins that HP tries to protect for itself and HP resellers
12-26-2017 08:29 AM
How do brand new in the box HP products wind up for sale by non qualified vendors, and how are consumers supposed to know who is qualified or not? It is not the consumers place to make sure HP takes care of their product distribution. In 2017 Amazon accounted for 43% of online retail sales, HP needs to figure this out.
If I buy a used car under warranty Ford, Chevy and Chrysler will stand behind their product without me even being the origonal buyer.
This to me seems to be false advertising, the product is either warrantied or not. This paticular product warranty is supposed to be for the product life to the original and user, wich is the school network.
If we cannot resolve this with HP I will be seeking action with the better business bureau.
12-26-2017 08:43 AM - edited 12-26-2017 08:59 AM
Read the HP warranty for this product, it plainly states that it must be bought from a HP authorised reseller
what you have purchased is considered Greymarket, IE- product sold by a 3rd party non authorised seller
your complaint lies not with HP but rather possibly Amazon as they may not be a HP reseller
but rather Amazon may not have disclosed clearly that the item being sold on amazon was from a 3rd party reseller
who advertises product on the amazon web site and amazon was not the actual seller just a broker who listed the item
look at your invoice does it say sold by amazon? or fullfiled by amazon it's a important distinction
if amazon was just a broker, they are not the seller,.......the party listed on your invoice is contact them
did you pay by a credit card? if so then you may have a extended warranty from them
in the future please READ THE WARRANTY TERMS BEFORE BUYING
many companys may say lifetime warranty, but the fine print will say only to the listed buyer (warranty not xferable)
or lifetime warranty for as long as the product is made (i personally do not consider this to be lifetime)
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