Warrenty? HELP!

[Yes, I know I spelled WarrAnty wrong]

Hey everybody...

After about 2 months of owning an HP Travel Mouse, it started acting up..
The cursor would freeze, and windows would chime.. It has gotten much worse to the point where the mouse isn't even usable and a little popup comes up that says "A USB device attached to this system has malfunctioned"...


Now its pretty CLEAR to me that the problem with the connection between the mouse cord and the mouse. Because if I push the mouse cord hard into the mouse unit.. It works.. But of course it required a lot of force, and its not something I can continue doing while using the computer if you know what I mean...


So I call up HP Tech support..
And he makes me do a Windows system restore thinking its a driver problem -.-...
Then he made me remove a bunch of stuff from the Device Manager...
After that, he makes me update my BIOS.. Which I'm not complaining about since I would have done that anyway if I knew a newer version was available..
Then finally a little light bulb lit up above his head or something and he comes to the conclusion that the mouse is broken..
So I need a replacement part..

And so the Tech Support guy says I should see if I can get a replacement part from HPShopping since its still under warrenty...

So I'm on the phone with HPShopping.. And they're completely clueless..
They say that if its over 21 days or so they can't take the part back broken or not... I tell them its still under warrenty... [Long pause of silence..] "Let me check with my supervisor" they say.. So I'm on hold for about 10 minutes.. Then they tell me to call this other company Micro-something or whatever.. Apparently they are the ones that make the mice.. And I should call them..

Of course, I have an HP Case number..
So I call Micro-watchamacallit and apparently they're not too happy with my HP Case number.. So now I need to go through the tech support with this Micro company? (It is an HP Branded mouse btw)...

Ugh.. I had to eat dinner.. Call them back only to find The Micro Company's phone lines closed at around 7:00 PM so I'm like 15 minutes too late..

Someone who has returned a defective HP/Compaq product, please help!

 

Believe it or not, this is standard procedure for Tech Support. They must follow a set of instructions to give over the phone before they are authorized to give out an RMA number. For my repair I knew I had a busted video card fan, yet they proceeded to ask me to flash my BIOS

I wish they had more freedom to think like humans instead of robots over there, but, that's their job unfortunately, to read that script.

However in your case I believe you are doing the right thing at this point. You should try getting it replaced through the actual manufacturer of the product. If they fail to help you, then open up a support case with HP at this link. A manager will actually call you and "elevate" the problem. Good luck!

http://www2.itrc.hp.com/service/home/hpMaint.do

 

Okay, the name of the company that HP Shopping said made the mouse is Micro Innovations. Unfortunately, HP Shopping was wrong. Micro Innovations doesn't have this product number on their website.. Not only that, the product number isn't even the same formatted text string as the products on the Micro Innovation website. The real maker of the mouse is Logitech. Micro Innovations DOES sell mice through hpshopping.com but apparently THIS particular mouse is not made by Micro Innovations.. Its made by Logitech.. Which really sucks.. Because my dad's Dell came with a Logitech mouse. And as I remember from Logitech's policy.. If you buy the mouse along with a computer, it is the responsibility of whoever you bought the computer from to handle the product's return if it was defective..
At least, that's the way Logitech did things 3 years ago..

I now have 8 phone numbers. 6 of the are for HP, 1 of them is for Micro Innovations, and 1 of them is for Logitech...
HP kept sending me around in circles. On the warranty card for the mouse it CLEARLY says...

"To request warranty service for the product, contact the HP authorized reseller from which you purchased the product.
In the United States and Canada, call the HP Technical Phone Support Center at 1-800-652-6672..."

Unfortunately when I dial that number.. I talk to a guy/gal from India.. Who asks me for my name and the serial number on my laptop. I tell them it is a mouse problem.. They say they will connect me to someone who will get me a replacement mouse.. And then they send me to the Presario Tech Support number (without even telling me where I was going, I'd like to know since I've already talked to the Presario Tech Support half a dozen times). The Presario Tech Support then state the obvious.. The problem is not with the Laptop.. It is with the mouse.. They are authorized to replace the laptop, but not the mouse. God forbid someone give them authority to replace a $20.00 mouse! The world might come to and end or something..

I have called HP about 11 or 12 times. I have spent maybe 6 hours trying to get a replacement part for a $20 mouse. Nobody at any of the 6 phone numbers that I've collected so far have the authority, but they are very glad and eager to send me to somebody else who DOES NOT have the authority also.. Pretty cute huh?

Oh, and when I dial that 1-800 number on the Warranty card.. I talked to someone who said that was the wrong number to call for getting a product replaced.. I had to actually read the entire Warranty card.. (Not that they understood any of it, they barely spoke any English -.- )

 

Confirmed it is made by Logitech.
Logitech says since it is an HP branded mouse, Warranty is covered by HP. Called HP Shopping. They said warranty is taken care of HP Tech Support. Told them that there isn't a Tech Support number that is authorized to replace mice (At least, of the 6 numbers HP has given me, all of them forward me to somebody else "who will take care of that" but then only to find that person understands that the mouse is broken but isn't authorized to issue an RMA for mice.

 

Called HP Shopping again, they INSIST that is made by Micro Innovations -.-

Anyway, Micro Innovations is snail-mailing me an RMA form. (Even though the product really isn't made by them, I agree with them on that..) But I guess they'll let me return the product to them anyway for a replacement.

The Micro Innovations mice don't look as cool as my cool broken blue lighted optical Logitech mouse.
http://compaq.microinv.com/display.cfm?ID=Mice


EDIT: Ok, I filled out a case at the URL you gave me. Thanks a lot btw!! I was a little reluctant because to fill one out I needed a business name and business address. (Even though the service says its for end users getting parts, I needed to fill in this info to log in). I just put in "None" for business name and my home address for business address hehe. Hopefully they don't care.

 

Well, they closed the case with the statement...

"Created case in ICARE for call back - [REMOVED] ". (I removed the number, not sure if its a case number or a phone number. It has 10 digits, but not separated by a -. So I suppose its a case number. I have no idea what to do with this "ICARE" number.. Maybe they should give me a "DONTCARE" case number?)

What the heck is ICARE?
I now have 4 case numbers.
The one from the Presario Tech Support
The one from Micro Innovations
The one from submitting the case report. All 3 numbers were in the case report.. But I guess they wanted to give me one more number to mock me or something..
So now I have another Case # for ICARE for which I have no idea what it is or what to do with the number they gave me.

Coolness.

I *think* they might have called Monday some time, but I'm at school from about 7AM until 10:30 PM Monday through Thursday. So my little sister answered the phone. She said they didn't say who was calling, so I don't know if it was HP or not.

So I guess I'll have to wait until Friday or something.

On the Schedule and Parts Information Tab, it shows that they still have not sent me a new mouse.


EDIT: Came home from school today. Mom said "Amanda" from HP called. They're finally shipping me a replacement mouse!! OH HAPPY DAY!! Oh, and if I have any questions about the shipment.. I was given a phone number to contact Amanda (this one with an extension).. AND... You guessed it.. Another case number!! So I guess I'll just shut up now..

(5 Case numbers and now FINALLY RESOLVED!)

 

Glad to hear your problem was finally resolved. I have also finally gotten a fully functional dv8000t after over a month of shipping delays and warranty repairs.

I think the lesson I've learned here is that it pays to b%^$#@!!

 

Oh Wow!!
Packing Slip:
Shipped May 3rd
HP Travel Mouse: $25.64
Tax: $3.57
FedEx Overnight Shipping: $18.99
Total: $48.20
Balance Due: $0.00