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Broken laptop in shipping

HP Recommended
15” laptop
Microsoft Windows 10 (64-bit)

I am not a happy customer, or rather, package recipient! HP (HewlittPackard) computers sent me a shipping container and padded envelope to return my laptop to Texas for warranty repairs. On the return trip, something went awry. It appears that the package was mishandled and my laptop was damaged. I began the process of filing a claim for the damages. Only after faxing pictures at my local FedEx store, did I learn that since HP payed for shipping both ways, I am not eligible to make a claim!

This is absurd. I am the person grieved in this case, not HP. They are not going to file a claim with FedEx and reimburse me for a damaged computer. They don’t care. All that they say that they will do is give me a coupon towards a new laptop, usable only at their online store. And, the coupon is only worth about half of the original cost of the computer. On top of that, in order to get the coupon, I must send the damaged computer back to HP! I can’t use the computer to wipe any personal information from it so they will have access to that, with no guarantee the information won’t be used for advertising, or worse.

I believe FedEx or HP owe me FULL compensation directly. I am the owner of the property damaged, not HP. They couldn’t care less about the damage and refuse to file a claim on my behalf with FedEx.

As I said earlier, I tried to file a claim with FedEx and that information (pictures of the damages and original receipt for the laptop) was not accepted. 

This has left me stunned. That the owner of the damaged item has no recourse if the shipper payed for the service. I doubt that HP treatS their corporate customers in the same way.

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HP Support Agent
HP Support Agent
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HP Recommended

@Jfm783

I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post personal information (serial numbers and case details).

Thank you for visiting the HP Support Community.

ECHO_LAKE
I am an HP Employee

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† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the Terms of Use and Rules of Participation