Customer Induced Damage on a new all in one.

[Nikhil342015]

Hello HP community and hopefully HP service. 

Very disappointed to have to write this email about receiving an email from HP for ‘customer induced damage’. I bought the product a little over a month ago and is covered by manufacturing warranty. Here is the full scenario:

I called HP for help because one of the USB ports on the right side of this all in one pc was not working. After the HP support agent ran some tests through a remote software, in fact that port was not working. After he got the error code from windows diagnostic multiple times, a service order was put in. Everything is fine up to this point. First the packaging for me to put it in was delayed by a day. I carefully read the instructions and packed the computer the way it had shown. Shipped it off just fine, again another delay in shipment and so HP received my computer a day or two later than expected. Now after having received the computer for 3 full business days, I received an email an hour ago about customer induced damage on the display. The display that worked perfectly when I shipped it off now has cracks in it according to their email. Why should I have to pay an extra amount of money to fix something that wasn’t even an issue. What I think has happened is that it was either damaged from the shipping carrier or was damaged while the HP repair center was opening it to fix the USB port. Please advise as I am completely flabbergasted on what I should do.  I am going to have to rent a computer from my university soon if this is not resolved. I have also bought an HP spectre with absolutely no issues and am surprised by this email that I have received. What can be done?

[Prométhée]

hi

I don't really know what to tell you, because we can't know what happened
Having had a problem a few years ago, I completely understand your situation.
all i can do is flag the thread, so maybe someone can take care of you, but i have little hope.

[Nikhil342015]

Okay, thank you.

[Dilip_18]

@Nikhil342015

Welcome to the HP Support Community! I'd like to help!

I see you are experiencing issues with the HP All-In-One PC. I apologize for the inconvenience.

As we have limited support boundaries in the support community as of now. I would request you to contact our HP Support Engineers and should be able to sort this out. You can inform them to escalate your issue and they will review and check for possible options available, if any, to resolve your issue.

Please reach out to the HP Technical Support team in your region regarding the service/replacement options.

Follow the instructions below to reach them:  

1) Click on this link - https://support.hp.com/us-en/contact-hp 

2) Select your product type below.

3) Enter the serial of your device.  

4) Select the country from the drop-down.  

5) Select the chat or get phone number options based on your preferences.  

6) Fill the web form and proceed further.  

If you are having trouble navigating through the above options, it's most likely because the device is out of warranty. If yes? please send me a private message with the region you are contacting us from. Check next to your profile name, you should see a little blue envelope, please click on it.  

For any hardware issue or repair please click on the link Phone Assist Worldwide

Hope this helps! Keep me posted. 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.
Click on the YES button to reply that the response was helpful and/or to say “Thank You”.

Have a great day!

[magodaddu]

Hi Nikhil, just reading your history i have the same problem right now, my desktop was damaged by carrier and HP want money from me to repair it... incredible!

so, can i ask you what HP did for you? did  you solve it?

Of course i don't want to pay for a damage which is not created by me...

Best regards

Dan