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DR2021
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HP manufacturer warranty downgrade replacement without consent of customer

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HP 25x 24.5
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I called HP with my monitor issue for help and was asked to send the monitor for repairs because it was under the one year  manufacture warranty.  After several call backs asking status on the case I have received the box and label form HP. I shipped my monitor out and have not heard from HP at all, knowing that they have received my monitor. There was no update on status of my monitor until I called and was informed that downgraded refurbished monitor was shipped to my address without my consent (no idea what happen to my monitor that was send for repairs, HP representative has no information on it), and that refurbished smaller, with less quality features monitor was shipped to me in place of my original monitor. I was also informed by the HP representative that the refurbished downgraded monitor will follow my original monitor manufacture warranty which is close to expire. How can HP make decisions on behalf of customers device without the customer consent and transfer warranty from my original monitor to  refurbished monitor I never owned ? When I logged into my HP Dashboard I found out that my warranty access to my original monitor I purchased was blocked by HP.  I have no access to it anymore. To my knowledge the warranty states that if they can not fix issue they will replace it with a new monitor, not refurbished.   

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Echo_Lake
HP Support Agent
HP Support Agent
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Message 2 of 2
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@DR2021

Welcome to the HP Support Community!

 

I want to thank you for taking the time to speak to us today. Your business means a lot to us. As we have limited support boundaries in the support community as of now.
 

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 Community's private message capability works, you can learn about that 
here.

Thank you for visiting the HP Support Community.

ECHO_LAKE
I am an HP Employee

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