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01-03-2019 07:14 AM - last edited on 01-03-2019 08:42 AM by danny-r
Background: my HP x4500 Wireless Mouse's scroll wheel stopped working several weeks ago. It only scrolls one line after continuous movement of the wheel regardless of direction. Occasionally a screen will begin scrolling without input or if I click the scroll wheel. I've tried uninstalling/reinstalling drivers, installing two fresh batteries, plugging the unifying receiver into a different USB port, checking for any dirt/dust, and fiddling with Windows' mouse settings. In short, the problem seems to be the mouse's hardware.
However, the true problem is attempting to make a warranty claim. I purchased the mouse on 5 June 2017 from Amazon UK. The 'HP Worldwide Limited Warranty and Technical Support for Accessories' leaflet states that for Europe, the warranty lasts two years from the date of purchase. When entering the correct product number and serial numbers, I am not given any recourse to file a warranty claim. Instead, I'm given for fee-based HP Phone Support, the Community Boards, and support for out of warranty products. The mouse can't be returned to Amazon.
Could anyone clarify this process for me or HP representatives rectify the situation? I've tried searching for multiple ways to access warranty claims, but it appears that HP believes the mouse is outside its warranty period when it is not.
Product Number: H2W26AA
[personal information removed]
Many thanks for the help & time!
01-03-2019 04:34 PM
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).
If you are unfamiliar with how the Support Community's private message capability works, you can learn about that here.
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01-07-2019 05:39 AM
I received a reply from HP Service Support informing me this product has a 1-year warranty. This is not what is listed within the warranty document, which clearly states a 2-year warranty.
I cannot answer or the e-mail message from HP Service Support as there is no contact information where I can contest their claim and apparently their e-mail is a 'no reply' address.
How can a company retroactively change their warranty from 2 years to 1 year? Is this even legal? The run-around I've been given is ridiculous. Again, the item cannot be returned to Amazon UK as it can only be returned to the manufacturer.
I will be escalating this to various agencies and the press to warn consumers about HP's deceit and poor customer service.