HP will not honor warranty

I know I'm new here, so I apologize in advance for the long post.

On Monday, July 28, I called HP and requested to purchase an accidental coverage warranty. The sales rep, who identified himself as Rob, was happy to oblige. I confirmed with Rob severl times that this warranty would cover the notebook hardware, and he confirmed this. After collecting my credit card information, he provided me with with a service ticket # and an order #.

The next day (Tuesday, 7/29), I contact HP support to verify that my newly purchased warranty on my Compaq notebook was active. Unfortunately, the support rep, who identified himself as John, informed me that I have a phone support only warranty. I.e. NOT the warranty I was sold by sales rep "Rob." I asked for a supervisor to clear up the issue, and John transferred me to supervisor "Paul," then I was transferred to Trina (a technical support rep). She offered a callback later by "someone on her team." Unsurprisingly, that callback never happened.

Later that day, I called back and spoke with Samantha, then Sam, then Robby, then Sadin, and then finally case manager Jason Wales. Jason offered to refund my purchase as well as apply the accidental coverage warranty to notebook. Jason provided me with transaction # and a phone # (877-917-4380 ext 11). At 4:40 PM on 7/29/08, Jason said he had resubmitted the request to refund my purchase amount for the warranty, and assured me that everything would be taken care of "within 24 hours." Every business day since then, I have called and spent approximately half an hour (or more) on the phone to speak with Jason, and support representatives, to try to confirm the warranty changes. Unfortunately, the changes--which Jason confirmed took place last Friday, August 1st, still have not gone into effect.

As it stands, HP has my money for a warranty I did not purchase (my refund has not been processed according to support representatives and case manager Jason Wales). And I still do not have the proper warranty.

I've since been assigned to an "executive case manager" who is simply offering me a refund and a pair of speakers or an external hard drive. ALl I want is for them to apply the proper warranty to the system, and they either repeatedly refuse or lie and say the warranty is activated. However, every time I contact tech support to verify my warranty, they tell me that there's either no warranty on the system or that it has only a telephone support warranty.

Below is the case manager's e-mail I received which clearly states I have an active ADP (Accidental Damage Protection) warranty.

I filed a BBB complaint, and hope to get this resolved soon (wishful thinking on my part?).

Any advice anyone on the next step of recourse?

Code:

Date: Mon, 4 Aug 2008 17:16:36 +0000
From: [email][email protected][/email]
Subject: ADP Warranty Confirmation
To: [I][my e-mail address][/I]

[I][my name][/I], 

This message to confirm the 1 year ADP warranty that has been applied to serial number [I][laptop serial #][/I]. 

This warranty is active for 1 year from 08/01/2008. 

Regards, 

Jason Wales 
HP Case Manager 

 

How long ago did you purchase the laptop? Also did you order it from hp.com or a reseller? Hp has different warranties, I remember a few days ago there was a thread on how someone bought an extended warranty after the 1 year warranty was up, and the newly purchased warranty ended along with it, even though it was purchased after the original had ended.

 

What a story. Where's Michael Moore to narrate it? J/K.

Jason seems to be the only guy that can help you, since he is a case manager.

As harpreet asked, when and where did you get your notebook and how long ago?

 

I think someone else had success receiving contact from HP, by posting their story on Planet Feedback. I would suggest that route.

I would also recommend to BE NICE - I'm not saying that you HAVE NOT been, I'm just saying that it's to your advantage. NO ONE wants to deal with an irate customer - I used to be one of those that woulf fly off the handle, yell, scream, and basically do all I could to give myself a heart attack. I learned from my wife how you can easily get what you want (within reason) by simply being really nice.

Good luck!

T

 

very nicely said shark. I see it has been working out

 

Hmmm... Jeff Utigard called me yesterday. He said they would refund the cost of the warranty and apply the warranty. He also said he'd send me an e-mail confirming our discussion, but I still haven't received the e-mail confirmation.

Although he sounds nice, and apparently has a good track record, I have my doubts about this. The reason being: someone (?) from HP responded to my BBB complaint, stating they'll offer me a warranty on a NEW HP laptop. Big whoop, that still doesn't honor their word. I had a case manager send me an email confirming that my ADP warranty IS valid.

Hopefully HP does the right thing and honors its word.

 

Usually with mistakes like this, case managers would opt to give you not only a free warranty but an even longer extension.

 

It can't be underestimated or overstated how well being nice works out.

 

Yup - with my issue with Costco currently, a nice lady called, and I was more than nice right back - it's just common sense, really.

If you're a pr1ck to someone, well, chances are, they'll be a pr1ck right back at ya!

Conversely, ya call, they answer, you say hello, how's your day, listen, I have a situation, yadda-yadda - MOST will try to help you within reason.

However, there will ALWAYS be that ONE person, that is just HORRIBLE at CS.
It's usually better to cut your losses on the call, end it nicely, and call back in to get someone else.



T

 

What's that saying again?

TREAT PEOPLE THE WAY YOU WANT TO BE TREATED!



I'm glad everything worked out. You're one of the happy people.

 

Just start a charge-back with your credit card. You will prevail and get your money back. I bet HP suddenly gets responsive. That is why you always pay with a credit card and why you always keep a nice document trail to prove your case

 

Good luck! I purchased a business laptop 1 year ago and purchased it direct from HP WITH a 3 year warranty. I purchased it to donate to my son's teacher/school as it is a small school with very little funds. Now the screen is dead and the service center won't do anything because the warranty never got registered. this has been ongoing since May 2008!

Believe me, I have been very nice until Friday. Even then, I was only firm, not raising my voice, calling anyone names, being vulgar - just demanding that I be able to talk to someone that had the authority to do something. Every time I call, I get the exact same response "can't get the warranty registered and they will talk to the supervisor to get it overridden and call/email me the next day". This has happened several times over the last 4 months.

A gentleman got on and was very rude to me and said he would now contact me on Monday whether I like their solution or not. I asked if he was implying they wouldn't honor the warranty and he said that because it didn't get registered, it is a possiblity! I told him he didn't need to treat me disrespectfully, that I wasn't talking to him in that manner. That didn't go over well either. So come Monday, we'll see what happens. It is nearly impossible to talk to someone that has any authority at all. Very frustrating as now school has started again and they still don't have use of the laptop!

 

FYI...There is a guy in HP's "Customer Care" Department or whatever they call it...allegedly a department where issues are escalated to (like a Corporate Resolution Department) who has to be one of the rudest individuals I have ever enocountered as a consumer. He is named Jorge and is absolutely the worst example of "customer service" I have ever seen.

Initially, my case, relating to an HP desktop I purchased earlier in the year, was assigned to somebody else. I called the number that was left on my voicemail, and the rep to whom my case was assigned was not available. Jorge answered the phone and immediately became rude and defensive, minimizing the importance of the problem I was having with my purchase. I asked to be transferred to another rep and he hung up on me. He was rude and sarcastic. When I called back, the rep that answered the call told me that Jorge had taken over my case and would not relinquish it. Jorge, prior to hanging up, told me he was closing my case and that he was going to hang up. He barely gave me the chance to respond. He was as nasty as could be.

For some reason, the next day, a very nice lady from Corporate called me and tried to smooth things over, but Jorge left a very bad taste. The lady from Corporate tried to assist me but, by then, the damage was done.

The problem resulted from incorrect instructions from Tech Support relating to two Personal Media Drives I had purchased to go with my HP Pavilion Elite M9150f.

 

When I dealt with Jorge, he told me that he is as high as a problem will go, and if HE says there is no merit, the case is closed and there is NO appeal.

Good luck. Looks like it's time to complain directly to HP Corporate. I have had good luck with companies by snail mailing, emailing and faxing to numbers and emails available through Yahoo Finance company profiles, and other business profiling sites.

Best of luck to you!

 

Same with me built. I did all that - snail mail (certified) to CEO, etc., and never got anywhere at all. And it wasn't because I was yelling and screaming. I eventually sued in small claims court and HP was instantly responsive. But I had to actually sue -the threat to sue meant nothing to them, i assume because most people threaten but don't go thru with it.

 

I am slightly confused by your post ntcralwer. Either the 3 years warranty got registered or didn't get registered, ie in your payment statement it will show whether you got charged for the warranty or you didn't. If you are saying you directly purchased the order, it should show up on your acct, which I am sure HP would also know, so basically you didn't register/pay for the 3 years warranty, and your 1 year warranty is up.

I am not sure what your complaint is? If you got charged for warranty and didn't get it registered is different, then you wanting to get the warranty, but didn't get it registered/charged, in which case sorry to say, but it is your own fault for not noticing during the 1year you had chance of extending it, because a 3 year warranty runs you like 200 bucks, so it should be noticeable on your payment. So basically did you actually get charged for the warranty or not? Because if you got charged, you can easily show them records for that, and they should have records of it as well.

 

This is BS from them. I am a computer reseller and to be honnest with you, 100% of the customer i have sold to NEVER register their laptop. Once they have problem with their computer and bring it back at the store, i have to call HP for them (good service hehe) and i have to register it, they might also simply ask for a proof of purchase. It depend also on how close to the warranty end date you are. Those guys at HP knows when the laptop has been built, so they can guess if the laptop should still be under warranty or not. I have just sent a deffective HP laptop with 3 year warranty. When i called for service, of course the laptop was not registered, so i had to register it. They never asked for a proof of purchase, even if the laptop were initially bought in feb 2007. Now if the purchase date would have been fev 2006 they would have probably asked for a proof of purchase.

 

Buy the one you want online and dispute the charge with your CC. Just use the same CC for the online purchase so when you dispute the first charge, you can point to the second charge as the one you should have received to start with.

 

I think basically it comes down to, did you pay and not get registered, or didn't pay/didn't get registered, in which case they prob won't do anything about it.

 

Update?

 

Update....the HP rep has called me back Tues and Wed to say they are still working on it. Firelord, sorry you are confused. I thought I said I purchased direct from HP with the 3 year warranty. To clarify further, yes, I purchased the 3 year warranty extra and the extra charge shows on the invoice. Hope that clears up any nasty feelings there.

Purchased HP's this route before for our business (desktops) and the warranties never had a problem. Course, our old rep was great, but he isn't there anymore. It sure was nice having a direct line to a responsive person!

I'll keep you updated as I find out more. Hopefully, I won't have to take the snail route, but that is a great idea Built! Thanks!

 

Final update! Shawn at HP came through! He stuck in there and got it done! He got an override and got the laptop serial number reactivated. All I needed to do at that point was to call and get the Care Pack registered. I did that today and then called the HP Center that has the laptop and she will get the tech working on it tomorrow! Thank you HP!! And thank you Shawn!

 

Glad it worked out!

 

GREAT! I am really happy that it worked out for you. There is nothing worse than being given the run-around.