HP not honoring warranty

[stormew]

HP refuses to honor the warranty.  Buyer beware.

The sound stopped working on my monitor.  It is still under warranty and can be verified via serial number.  I opened a chat with technical support who tested a few things and then told me they need to send me a replacement.  They gathered all of my information.

The next day I was emailed by their warranty department that I need to provide a copy of the receipt.  I do not have the receipt.  I emailed them informing them I no longer have the receipt.  They told me without a receipt they can not honor the warranty.

I called them on the phone and was informed the same.  Even though the monitor has a warranty, it will not be honored without a receipt.  I do not have the receipt and do not have access the email address to get a copy of the receipt. I tried to explain this for 25 minutes and they told me there is no other option.

The warranty department was unwilling to provide any other resolution.  They would not escalate the repair to a supervisor.  They told me there are three people in the warranty department and they make all the decisions regarding warranty for the entire company and nobody else can change that.  I spoke with Heysen.  

I would recommend anyone think twice before purchasing an HP product.  They will not honor the warranty.

[Prométhée]

Hello
you mean you don't have a purchase invoice?
does it come from HP directly or from another store?
he must have a solution to recover it!

[stormew]

That is correct.  I don't have access to the purchase invoice/receipt.  I switched jobs and don't have access to the prior email address.  This is the first time I have ever heard from any company that I need to retain the original sales receipt for them to honor the warranty.  I can look up the serial number on HP and see that it is under warranty.  

I did not buy it from HP because they were out of stock at the time, so they have no way to look it up.

[Prométhée]

Sorry, I didn't see your answer
You can not contact your seller, in order to have a duplicate?
Well, there is nothing more I can personally do to help you other than flag the post and ask if someone at hp can help you.

[praveenbv]

Hi @stormew,

Welcome to the HP Support Community.  

For warranty dispute, I'd suggest you Contact HP in your region regarding the service options for your computer. 

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.   

Have a great day!  

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution. 

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping! 

[stormew]

I contacted HP via the link you provided.  They referred me to the parts department.  (**bleep**-886-3292). (800-334-5144).  I spoke with them and they told me the same thing.  My repair is on hold until I provide a proof of purchase.  They told me there is nothing else they can do and hung up the phone.

Again, at this point I would strongly suggest that nobody purchase any HP product as it is clear they will not honor the warranty.