BATTERY REPLACEMENT DENIED

[Shashank_]

I had purchased HP Care Pack for my laptop which is valid for 3 years from the date of purchase and it's clearly mentioned that N-CSR Battery Replacement is one of the many deliverables of the HP Care Pack. 

However, when I reached out to Customer Support, they're denying the fact and I am being told to replace the battery on a chargeable basis.

Why the heck did I purchase the HP Care Pack if everything had to be done on a chargeable basis. 

I have attached the screenshots for reference which clearly mentions that battery replacement is included in HP Care Pack.

I hope someone from the Support team looks into this and resolves m

 

 

 

 

 

y issue ASAP!

[Dragon-Fur]

@Shashank_ 

Welcome to the HP Community.

Our Community is not in a position to overturn decisions made by HP Support.

We are not an HP department - we are a user community.

We can send the request for Review (and I will do that).

Comments - Please simply ignore if these do not apply to your situation

One place you might get into a tangle with Support is the idea that the battery is removable - this means it can be replaced by the consumer.  True the battery is inside the machine - with a bit of skill and a small screw driver, you can replace the battery.  This means the battery is type available for Customer Self-Repair (CSR) .

You might be able to get HP to ship you a replacement battery that you can then replace on your own.

Replacement is not difficult and we can provide guidance should you need help.

No, I am not going to trade "he said / it says" lines from the contract.

None of my business.

I will send your concern for Review.

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[Shashank_]

Getting a replacement battery would equally helpful. If i can get help or guidance in getting the same. The problem is their vehemently refusal at every point even when i pin-pointedly showing them and doing follow ups back and forth.

[Dragon-Fur]

@Shashank_ 

We cannot intervene with HP Support.

That said,

If you decide to purchase and replace the battery on your own, you can certainly choose to do that.

Open

Maintenance and Service Guide

Part number and Replacement procedure are located on Page 35

Description                                                    Spare part number
Battery, 3 cell, 41 Whr, 3.6 Ah Li-ion            L11119-855
System board hook                                          L23206-001

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HP Collection of “how-to” videos – Battery

Internal Batteries…

HP Support Channel - Collection of “how-to” videos

HP Video Gallery - YouTube

• Use Categories to narrow the results. 
• Select your Video

Example – Category 

HP PC Service Videos | Remove and Replace Parts

Cntrl-F   Search the page for Replace the Battery or Battery

Find a similar model type to your system > Select and watch your Video

No Video for your exact system?

YouTube has many, many videos - expand your search beyond the HP gallery offerings...

===============================================

Find / Check for parts at PartSurfer / HP Parts Store

Reference:  HP Notebook PCs - Ordering HP Certified Replacement Parts

PartSurfer might be able to tell you exactly which parts came with your device.

Open PartSurfer

• Select your Country
• Enter the device Product Number , Serial Number, or Part Number in the Quick Search box
• HINT: To see a system-specific list, replace the Product Number with your device Serial Number
• Items accompanied by a tiny box in the Add-to-Cart column are available for purchase

Parts marked as "n/a" (or are missing from the list) are not available from HP.

Parts marked as available for purchase might be available > CHECK:  HP Parts Store

OR

When HP does not provide the part for retail purchase,

Use your search engine to find a compatible part number replacement at your favorite online store.

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HP Device Support Home Page - References and Resources – Learn about your Device - Solve Problems

NOTE:  Content depends on device type and Operating System

Categories:  Alerts, Warranty Check, HP Drivers / Software and BIOS, How-to Videos, Bulletins/Notices, How-to Documents, Troubleshooting, Manuals > User Guide, Service and Maintenance Guide (Replacement Parts and Procedures), Product Information (Specifications), more

When the website support page opens, Select (as available) a Category > Topic > Subtopic

HP Notebook - 14s-cr1005tu 

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 Helpful = Yes to say Thank You.

Question / Concern Answered, Click "Accept as Solution"

[Shashank_]

Thank you Sir, the help is really appreciated.

Unfortunately, the HP support refused to acknowledge the coverage of battery replacement even after mentioning and pointed the same in their documents of Service agreements and terms of coverage. The only statement is that they won't replace battery , even on asking where its mentioned. I was asked to find by myself and they have this clear instructions what they are saying for denial. Discussion reveals that this bias is for consumer notebooks and for business vertical they are keen for solution. Having said that, I am also a corporate consumer and owner of IT vertical and happen to contemplate certain likewise scenarios. If using by that means i would have for sure made them replace my battery for the mentioned issue but this has been an eye opener so far and an experience as end consumer.

For the second unfortunate part, the HP part surfer identifies the spare order under service center dispatch only and doesn't allow me to ship to my address. Quoting exorbitant charges that i not require. For this part i used my option of bulk consumer and got my self original spare from one of my vendors with discussing this masquerade marketing of HP.

For sure, i will continue my patronage for bulk business orders with LENOVO Inc. even at costs slight higher due to this masquerade and facade to general public. They failed us as consumer in time of serving better.

[Dragon-Fur]

@Shashank_ 

You are welcome.

Sometimes we do not get to give the answer that is wanted - reactions vary to our attempts to help.  Smiling.

I've never considered batteries other than something that need to be replaced on occasion - the cost of replacing the battery is generally very little compared to the cost of the computer. 

That said, if you purchase a lower-end machine of any brand and then keep that device long enough to need a new battery (about a year), then the cost of the battery compared to the cost of the the computer seems higher.  

Yes, you must do as you will, of course.  We do not judge what people decide - we are a user forum - Our views are as varied as the number of members in the Community.

Happy and better New Year 2022.

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 Helpful = Yes to say Thank You.

Question / Concern Answered, Click "Accept as Solution"

[Shashank_ · Accepted solution]

Well said ! I appreciate your time and efforts putting up in this issue. This conversation would serve as a great DIY for part replacement if anyone comes across this thread. Hope we come across another HP consumer product QnA , wishing you a great new year 2022.

Let me put this up as closing comments -

In HP notebooks, standard and long-life batteries are covered under separate warranties from the notebook without exception. While the battery warranty might match the duration of the notebook warranty, they are in fact two separate warranties.

Excerpt - Battery Support for HP notebooks 

[khushi___]

totally agree. HP failed us as consumer in time of serving better.

[khushi___]

How could they deny like that? 

Its totally against  customer rights.