HP Won't honor warranty even after several support staff messed up my case

[SandyD]

http://h30434.www3.hp.com/t5/Other-Desktop-PC-questions/HP-Won-t-honor-warranty-even-after-several-s...

I am beyond unimpressed with HP and plan to sell my HP products.

A year ago I purchased a desktop pc. In the last month I have had several errors, one of which after reasearch means my hard drive will crash. I went on line to the support chat today. After giving him the info, "SAM" stated the hard drive would be replaced under warrranty. Sam advised me I would have a callback to arrange this. I informed Sam I had a doctor's appointment and had to leave. Sam told me a callback would come in 2 hours.

No callback arrived.

I waited a few hours then contacted chat again. this tim the agent confirmed the earlier chat and said an agent would again call to arrange the shipping of the new hard drive. Three hours later I CALLED as I heard nothing from HP Support. The agent onthe phone said the last chat support didn't document ANYTHING! So on my cellphone minutes, I waited while the agent ran tests to confirm the hard drive was failing despite that fact i provided all the error codes. 20 minutes later I was FINALLY put through to a "supervisor" to arrange for the hard drive to be exchanged.

After all the info was entered, he then said they requested my credit card to charge $550 to ensure the return of the old hard drive. Excuse me? My credit card is emergency use only and limited to $200. I REFUSE to increase my CC limit so a hard drive IN WARRANTY can be replaced! I was informed if I refused then my only otehr choice was to have the whole PC shipped off to have the HD repalces. At MY expense!

HP, this is bull crap! I can buy a hard drive cheape rthan what YOU want to charge me "just in casse". This is NOT a warranty but a joke. Then you have the nerve to ask me to buy an extended warranty?????? for what? You WILL NOT honour the warranty so why would I give you more money?

I have discovered I cannot even escalate this up as you conviently do not have such an option.

I have a printer, desktop and netbook. All will eb sold and I plan to purchase elsewhere. I won't deal with a company that demands money for an item in warrenty!

[SandyD]

I am beyond unimpressed with HP and plan to sell my HP products.

A year ago I purchased a desktop pc. In the last month I have had several errors, one of which after reasearch means my hard drive will crash. I went on line to the support chat today. After giving him the info, "SAM" stated the hard drive would be replaced under warrranty. Sam advised me I would have a callback to arrange this. I informed Sam I had a doctor's appointment and had to leave. Sam told me a callback would come in 2 hours.

No callback arrived.

I waited a few hours then contacted chat again. this tim the agent confirmed the earlier chat and said an agent would again call to arrange the shipping of the new hard drive. Three hours later I CALLED as I heard nothing from HP Support. The agent onthe phone said the last chat support didn't document ANYTHING! So on my cellphone minutes, I waited while the agent ran tests to confirm the hard drive was failing despite that fact i provided all the error codes. 20 minutes later I was FINALLY put through to a "supervisor" to arrange for the hard drive to be exchanged.

After all the info was entered, he then said they requested my credit card to charge $550 to ensure the return of the old hard drive. Excuse me? My credit card is emergency use only and limited to $200. I REFUSE to increase my CC limit so a hard drive IN WARRANTY can be replaced! I was informed if I refused then my only otehr choice was to have the whole PC shipped off to have the HD repalces. At MY expense!

HP, this is bull crap! I can buy a hard drive cheape rthan what YOU want to charge me "just in casse". This is NOT a warranty but a joke. Then you have the nerve to ask me to buy an extended warranty?????? for what? You WILL NOT honour the warranty so why would I give you more money?

I have discovered I cannot even escalate this up as you conviently do not have such an option.

I have a printer, desktop and netbook. All will eb sold and I plan to purchase elsewhere. I won't deal with a company that demands money for an item in warrenty!

[SilviaHelp]

12/09/10 - We will not be reaching out to customer. sv