New All in One Computer won't open photos that were emailed. HP wants to charge me $49.99 to help

[DougD87]

I am unable to open photo files I have sent to myself.

If I try to open it, it does nothing.

HP wants to charge me $14.99/mo. and a set up charge of $35 to render any support.

I feel this is a money grab by HP

This computer was purchased approx. 2 weeks ago and I was told by Prachi that I am out of warranty.

This is the first HP computer I have owned and if this is HP's business model, it will be the last!

[itsmyname]

@DougD87 -- This computer was purchased approx. 2 weeks ago and I was told by Prachi that I am out of warranty.

The warranty started on the day that the computer was originally assembled.

If you "register" your brand-new computer with HP, the start-date for the ONE YEAR warranty will be reset, and your warranty will become valid, and HP will not charge you anything.

How long are you waiting after trying to open a picture, before you decide that the computer is "not responding" ?

Can you take your computer back to the retail store that sold it to you, to get them to demonstrate the problem?

[DougD87]

I registered the computer the day after I purchased it.

I waited several seconds, maybe 30 seconds or so and nothing.

The first person I spoke with said I see it is under warranty until March of 2023.

I spoke with Prachi next and she said I was out of warranty, when I said no, my warranty is valid until March of 2023. She then said I needed to purchase a Tach Support package for any help resolving the issue.

I questioned why I needed to purchase the support package when the "computer" did nothing when I left and right clicked to open the photo. She really didn't have a valid reason, stating that is what I needed to do to get any resolution to this, like she was reading off a "canned" response.

But, I was able to contact my companies IT department and he was able to help me fix the issue for free.

Maybe a little advice to HP if it is a simple fix, maybe do that and have a happy customer.

My rating for HP Customer Support is 1 out of 10. The 1 is just because they answered the phone.

[itsmyname]

@DougD87 -- [Prachi] then said I needed to purchase a Tach Support package for any help resolving the issue.

While the 12-month HP Warranty covers components that fail, it may not cover "how to" questions, beyond the first 30 days of ownership. 

Can you find a "Geek-With-A-Jeep" type of mobile computer consultant, who will come to your location, to give you a tutorial, for a fee?  Got any "computerphile" friends whom you can ask for help?