No support for Warranty Item

SludgeMuffins · ‎08-30-2021

Hi, I've been trying for weeks to get a dead computer that is under Warranty replaced. The website doesn't work - I get notated that my computer is still under warranty, but then the next page never loads. Chat with HP on the website gets terminated partway through. The uBreakIFix warranty support techs do not do HP work any more, The only luck (sort of) I have had is with the Facebook page. They've given me a number to call, but as soon as the bot transfers me to a live agent, it hangs up on me before I am connected with any one.

This is getting severely frustrating. I have 197 days left on my Warranty. I've been an HP customer for around 18 years, but never experienced anything like this before.

Is there another method of getting support? The ones that get suggested aren't working, the phone gets disconnected before ever talking to a human, and the website just sits on loading

Dragon-Fur · ‎08-30-2021

@SludgeMuffins

@SludgeMuffins wrote:
Hi, I've been trying for weeks to get a dead computer that is under Warranty replaced. The website doesn't work - I get notated that my computer is still under warranty, but then the next page never loads. Chat with HP on the website gets terminated partway through. The uBreakIFix warranty support techs do not do HP work any more, The only luck (sort of) I have had is with the Facebook page. They've given me a number to call, but as soon as the bot transfers me to a live agent, it hangs up on me before I am connected with any one.
This is getting severely frustrating. I have 197 days left on my Warranty. I've been an HP customer for around 18 years, but never experienced anything like this before.

Is there another method of getting support? The ones that get suggested aren't working, the phone gets disconnected before ever talking to a human, and the website just sits on loading

It is unclear whether you have opened a case for Warranty repair with HP Support.

I do not know what this means in context of submitting a case to HP Support:

"The uBreakIFix warranty support techs do not do HP work any more"

The group you mention is not HP Support.

If the Warranty you have is with a third party vendor, you must deal with that company, I think.

In my limited experience with HP Support, none of this really tracks - replacement is not generally a foregone conclusion.

What I can - and will do - is forward a request that someone take a look at your issue.

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For those reading - HP Support Information

HP Support - Technical Support for Devices in Warranty

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Case submission to HP Support is available to those whose devices registered and are still in Warranty.
Not every issue is covered under the standard Hardware Warranty. Purchased Care Pack Warranties differ by contract.
HP is not a "general" repair facility: Requests for out-of-warranty repairs are generally not accepted.
If the problem is hardware, if your device is in Warranty, if your device is Registered, and you cannot submit your case to Support, let us know and we will forward a request.
HP Phone numbers you find on the Internet have likely been hijacked.

For the rest of us "Out of Warranty" people, submitting a case to HP is not an option.

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HP Video – Submit a Warranty Dispute: https://youtu.be/PTMvck49GP4

HP Limited Warranty Statements (General Information)

Standard Warranty, that is, the warranty included with the device, typically covers hardware as explained in the Warranty document. Optional Care Pack warranties differ by contract.

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Dragon-Fur

SludgeMuffins · ‎08-31-2021

I understand that this is an outside group - But at this point, with my failure to get any meaningful response from HP - I'me getting rather desperate, and would really be disappointed is a computer that I have bought rom HP - a company I have dealt with for years - just leaves me with a computer that is a few months old an suddenly dies for no reason is just something I have to accept as part and parcel of purchase of an HP computer. Of what use is a warranty then?

The uBreakiFixit is a company that is a computer support center, as accessed through their website Here is the link https://support.hp.com/us-en/service-center <P>

So I do not have the warranty from uBreakiFixit - I just called them because HP's support website sent me there. Because I'm getting nowhere from HP. But that's moot, because although HP offers is as an HP Service center, they have stopped doing HP service. So the information on the HP website is wrong anyhow.

Is your point that I am stuck with an almost new computer that worked one day, then stopped for not reason?

I do apologize for bothering you. I have a real suspicion that this one will end up in small claims court - or arbitration. HP can explain to a judge or arbitrator why their warranty is not a warranty.

Dragon-Fur · ‎08-31-2021

@SludgeMuffins

OK - understood.

It is true that not all problems are covered in the basic Hardware Warranty.

Even the more comprehensive Care Pack Warranties have limitations.

I do not know whether one can purchase a true "nose to tail" warranty for a computer.

No need to apologize - it is not a "bother" - we are a volunteer group.

We choose whether to answer.

To the extent we are able to do so, we wish to help.

Further action is in the hands of the Review process.

I shall withdraw, having nothing more to contribute.

I do wish you luck sorting the problem.

Reminder to those reading:

Do not click on unknown websites.

Thank you for participating in the HP Community.

The Community is a separate wing of the HP website - We are not an HP business group.

Our Community is comprised of volunteers - people who own and use HP devices.

Click Thumbs Up to say Thank You.

Question / Concern Answered, Click "Accept as Solution"

Dragon-Fur

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