HP Sold me an extended warranty, charged my cc, and now when I need help say its not valid. Really?

[JK1111]

I have owned businesses all my adult life and have owned many, many HP products over the years including printers, desktops and now, laptops.  Recently I had an HP Envy that was just over 1 year old and the screen hinge broke.  This is apparently an extremely common problem and basically a recognized design flaw, the computer didn't even have any visible wear.  Fortunately after some extensive complaining HP DID fix it for me.  Then, I also had one gentleman say I could now buy an extended warranty on that computer because of the issue, and I got several on screen offers, so I did.   My credit card was charged, that was a few months ago.

Recently, that same computer crashed.  Feeling good about HP again, and knowing I had a warranty, I bought another HP Envy, then contacted HP for support.  Now I am being told that this warranty is not valid.  And when I call back they will arrange a refund.

That sounds to me like an interesting business model.  Sell a warranty, keep the money, but if that unit requires service that is more than the warranty, cancel it.  Really HP?  

Looking for some HP management to weigh in here and make this right.  I get that if there was a legitimate mistake they would have quicly realized that the warranty shouldn't have been offered, and refund me in a few days, but that did not happen.  HP was happy to sit on the money.

[Rainbow23]

Hi @JK1111,

Welcome to the HP support community.

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 works, Click Here to learn about it.

Take care and have a nice day.

[JK1111]

Thank you.  I look forward to this being resolved.

[JK1111]

No HP response received.

[JK1111]

I spent half the day trying to see if I can get this HP going.  Nothing worked despit trying it 4 times.  HP needs to provide the promised service that I was offered a few weeks ago, but that the person who said they were ordering service never followed through (which appears to be the norm at HP).  If the computer wasn't eligible for a warranty you should not have offfered it and especially, you shouldn't have taken my money for it months ago.  To then, after offering the service and charging my credit card, to say that the warranty "should not have been sold" is unbelievable, unethical and seems to me like a fraudulent business practice.  And no money has been returned either.  I'm not a happy camper as now I have doubled down on HP since I bought a new HP envy last month, since HP did finally repair the  screen due to the design flaw.  So I mistakenly thought they would do the right thing from here on out, and I felt good about the extended warranty.  My one year old computer was literally out of repair for only 3 weeks when it is now inoperable again.  Not acceptable to then give me the runaround when I did in fact buy the extended warranty that an HP rep urged me to do.   Additionally, why are these computers failing at only 1 year of age, with normal usage? 

So, I need to hear from HP here.  Thank you. 

[JK1111]

I have still not heard anything from HP on this...no private messages.  Nor have I received a refund for the warranty that HP sold me back in January....and of course has hung on to the money, then when I have an issue, claims that the warranty is not valid. 

Why sell a product you have no intention of delivering?  These are seriously unethical business practices.  Surely HP does not mean to do business this way and would be ready to stand behind what they sell and not look like they intend to defraud the consumer here?

[Rainbow23]

Hi @ JK1111,

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 works, Click Here to learn about it.

Take care and have a nice day.