HP lies on it's warranty, BEWARE

Please read, HP is ripping me off...

 

I would ask to speak to a Manager and then start my way up the ladder. Go to the CEO if you have to.

 

yea..but don't wait till when u go back to the US to get it fixed

 

That's ridiculous, I don't think it makes any difference for HP whether they fix the notebook in the US or any other country.

 

oh man, that's really bad, right now i am planning to get the extra 3 years extended warranty for my pavilion notebook now i have to clear this thing up before i get the warranty since i travel from place to place, when it says international warranty, it should be accomodated on every HP ervice center worldwide

 

hnanne, I think that you should:
1. Write an official request for repair based on the terms in your warranty and send it by snail-mail with "receive verification" (I don't know how do you call this in your country, I just mean that you will get back a mail from Post Office saying that the mail was delivered). Send it to the place specified in warranty (probably your local HP service or smth.).
2. Wait for response.
3. If they will not respond in period specified in warranty (or period specified in your local law) or respond negatively, you should contact your local customer organization, in most countries there is something like that and they will help in such cases... But you need to have (theoretically you don't need, but if you want to finish the case quickly, you need) some written correspondencewith them. If this will not help, go to the court... I think it's worh it, people go to court with $50 shoes etc., and notebook cost a lot more... I also think that if you win, they will have to pay all court fees.

 

Oh my god, get this. I posted this same message on the HP service forums on hp.com and got this message reply:

With this, they admit they f****ed up.

 

I have news for you, the people on the chat line are morons. they just read a script. I even called in and its the same people but instead of being able to read the screen and understand them you have to listen to them and repeatedly say 'what did you say, I cant understand you.' even if you escalate it to their tier 2 techs, they are the same people who are morons. you have to call their escalation team in the US and talk to someone who knows english. their escalaton line is 877-917-4380, type 94, then 1. Im not sure if im supposed to post that, but thats the # I was given after I called HP and asked to talk to a product engineer because tech support couldnt figure out my memory issue re: to bios issue on my v2000.
BTW, you do need a case # to talk with them.

 

Great! thank you, I will call them to figure this out! thank you!

 

Quite interesting considering i had emailed HP about a related question asking if i bought a laptop in the US and lived in Canada, would it still be eligible for warranty service in canada....they emailed a link back to me:

http://h10025.www1.hp.com/ewfrf/wc/genericDocument?lc=en&cc=us&docname=bpr01266

 

Oh man, thats horrible! Try calling in tech support, or write a letter to HP's headquarter. They'll usually respond better there than if you chat with them, as others have mentioned.

 

It's true!

I'm in the military and bought a ZE4400US while stationed in the States. Less than a year later, I got stationed in The Netherlands and the hard drive on the system died. I called HP to try to get it fixed (still under warranty) and got the SAME run around. I HAD to send the system back to the U.S. (via UPS), which is NOT cost effective from Europe. They told me they could not accept it from the U.S Postal Service since this is how I wanted to send it to them, so I would have to send it to a relative in the U.S. and have them UPS it to/from HP.

I could not get the system repaired under warranty in the Netherlands because the laptop was a U.S. model. I finallt gave up with HP and bought a new hard drive and installed one myself. BTW, my laptop is just 2 years old and the motherboard is now dead (died 2 weeks ago).

I will NEVER by another HP laptop and have steered quite a few military members in the Exchange away from them with my story. I'm now the proud owner of a DELL 9300...and I love it!

 

Yo henry, that really sucks. I agree, they should fix your notebook!

I bought my zv5000 a year ago and a few weeks into it, the hard drive failed and it was a real hassle. I wanted to return the whole thing, but they wouldn't let me. It was a real hassle and now I feel your pain, Henry!

Thanks for posting the transcript!

 

I got screwed in exactly the same way. Trying to get through to HP is a waste of time, the phone call goes no further than Bangalore where I get told they cannot help, and cannot escalate the matter.

 

In absolute disgust at what HP has done I have decide to set up a website to try and stop more people from getting ripped off by HP.
http://www.hplies.com

 

I have heard this story many times already. Probably there are enough cases for a class action.

 

Terrible story. Here's a suggestion. Call their corporate communications department or PR department and ask for an 'official statement' as you are posting a full report and 'story' about the warranty issue on this news-website. You might get a response from the public relations people who may worry that this issue could adversely affect their bottom line and reputation - especially with so many US troops being posted abroad and using laptops in foreign countries - where HP does have support.

Rc

 

Omg, I would call HP USA and go straight to ANY HP manager and start shouting on the phone - threaten to sue if needed - that always works ...

 

Well, they probably don't have repair centers in Costa Rica, that's the reason you have to ship it to US. Even if you yell at the CEO, there's nothing that can be done.

On the other hand, you can complain to a supervisor/manager enough to ask them to cover shipping there and return.

 

Why not just mail the unit back to the US? They are not denying you the warranty just service in CR reads like. "As per our policy, you will have to send Notebook to US."

 

Your allegations of HP's policy are 100% correct. In fact, HP will not even service the unit in Costa Rica for a fee, even though they have authorized service centers in Costa Rica. The reality is, the HP laptops models sold in the US are not even offered in Central America. They explained to me that they could not service my newly purchased laptop because they would not even have parts for it here in Costa Rica.

When I finally sent my laptop back to the states for service at the U.S. service center, FEDEx Costa Rica "Lost" it on the loading ramp for the outbound plane. I was never so thankful. Dell makes exactly the same model laptops here as in the states. You need to upgrade your warranty to an international warranty if you want Dell to service it for free, however the Dell service centers in Costa Rica are excellent and next day at home service is part of the warranty. Even if you dont have a warranty, you can have your laptop serviced for a fee. Running an internet cafe here, we buy NOTHING but Dell for our computers. The Ebay market for Dell parts is at least 4 times what it is for HP. Now if only someone else made an equivilant quality Printer.

 

I don't think HP lies about the warranty but it does have a strange policy. I knew HP will not support my laptop from USA before I made the purchase because the local guys told me so.

 

This thread seems to be quite old, but I just would like to say that this just happened to me.

I bought a laptop in the U.S. and moved to country of Georgia. When my hard drive failed (within 5 months), they told me to ship it at my cost to somebody in the U.S. as they would ship replacement only within the U.S.

Funny enough, the warranty says that transferring a computer from one country to another still means that the laptop is under warranty. The thing is that when you buy a laptop, its full name will have "US" in the end and that allows them to claim that this laptop is so U.S. specific that it cannot be served anywhere else.

The other funny thing is that they wanted my credit card number before they would ship me the hard drive. They did not want me to send this information over the email, as they were afraid they own staff might misuse it, hence they wanted to call me themselves but again only within the U.S. Calling internationally apparently is too expensive for them.

So I had to email my credit card info to a friend in the U.S. They were supposed to call him at a certain time and failed to do that. Then they shipped the hard drive to his address but brutally misspelled my name.

I am sure this forum does not allow users to use certain words but I am full of those whenever somebody mentions HP. Many of them start with F.

 

Don't necro-post. Make a new thread. And welcome to NBR!

 

** edit, oops, sorry, didn't see this is an old dead topic someone else revived. Please delete.


3 weeks? call your credit card company and dispute the charge.

That'll get HP's attention.

 

There is nothing wrong with it when a person adds information relevant to the topic.

 

yeah, dial the number that alphafox posted. I go straight to that number anytime i have a problem, whether i have a case number or not. Dont expect anything amazing though as they are understaffed and can be as unpleasant an experience as any other number you dial.

 

I have tried and used HP's warranty internationally and it works fine. HP honours its warranty globally, especially for its business models.
What you're getting is probably a US specific model. HP has a weird policy as HP offers CTO options in the US for its consumer models, which they don't anywhere else in the world. The problem you're seeing here is a legacy issue within HP. Everywhere in the world except the US, when you purchase an HP consumer notebook (business notebooks are supported everywhere as they are managed differently), you get a specific pre-configured model, which allows them to track the configuration/build and service it anywhere. However, HP's 3rd party service agents may get confused when a US CTO model is brought in for repair, hence they usually try to avoid having to deal with this.

Now why do I think it's stupid of them to do this. That's because HP's current product line is already streamlined enough such that no matter the configuration, the notebooks share common parts and there is no reason why a CTO model is any different from a preconfigured model. I think you'll probably find that the amount of technical knowledge in the division that makes such decision is close to 0, hence the almost silly decisions being made about this. I'm willing to bet some vendors also carry similarly strange policies, e.g. Lenovo's warranty which is limited to a subset of countries depending on configurations.

 

Take it to an HP Case manager. They are the customer's last form of help in their bureaucracy. I can send you their phone number if you like. I believe it is available on google.

 

A quick question for you : is your Dell a desktop?

I never heard of Dell 9300 before.

 

Sorry but your case is not HP's fault and you can not bash HP tech support for not honoring a free internaitonal warranty for some one bought a local warranty.

The local WARRANTY is issued in where you bought it and works only in the country in where you bought it.

The problem is you not the HP warranty, all companies have the same policy on this.

You should've known that you needed an international warranty if you depend so much on any tech support.

I personally dont care about support ,I do change HDD , RAM .ETC myself , it is faster and easier than dealing with these people at a huge corp like HP or Toahiba.

Sorry but no one can help with yout case.

 

Inspiron 9300, it was one of the older notebooks, as this thread is several years old!