having warranty issues with HP over my ZV5346us laptop....

Hey guys, bought this ZV5346US in November of last year. New old stock. 1 Year warranty not quite over. I called hp and they said to get a 2 year extension.

So I bought one from hpshopping.com like they said. I got the "pickup & return service with accidental damage protection" for $249.

I have sent it in once before with no problems like in around february.

But now the darn thing is screwed up... The only way it'll start up at all is if I do thier "take out battery and dissconnect AC and hold down Power for one minute" They say it drains a capacitor or something. Whatever.

it will boot then lockup and do that 3 or 4 times before it won't start up again.

And the cdrw/dvd drive doesn't eject, I have to paperclip it. But it works.

So I call them and get Indian people who can't speak English.

They refuse to honor the terms of my care pack.

Last time they e-mailed me a fedex label which I printed and took it to fedex and it was on its way.

the literature says I have 3 day turnaround - and the wording says it includes shipping to and from (except in intermittant failure cases, but they said they will NEVER honor my care pack). I'll give the links to the docs.

What they said they were going to do is this. Send me a box with a return label in it via fedex GROUND! I asked what the label service would be and They said GROUND! (So 4 days to get the box and four days to get the laptop to HP and 4 days back to me!)

I started quoting my literature and they read me the number and hung up on me!

A-holes!

I called until I got transferred to someone in the US at pre-sales (for some reason, I asked for the complaint dept.) I was pretty PO'ed by now and this guy was good, nice and calmed me down and helped me. He gave me a number for "hp executive relations and complaints" . I'm gonna call them tomorrow and ask what the heck is up!

I understand that my problem is intermittant and thus not covered under the three day thing but what happens the next time when its not? Say my touchpad stops working are they gonna want to do the ground-to me ground-to them ground-back to me -- When I paid for 3 day turnaround? Why did I pay extra?

last few pics

 

Did you verify that the Care Pack was registered under your laptop? - EDIT: Nevermind I see the pics now.

If you can't get some results from HP soon, I'd suggestion contacting the bank or credit card company of the card you used and dispute that charge, stating HP has not honored the terms of your purchase.

I'd keep calling HP reps, ask them if they can do anything. If they say no, then ask for their superior or someone who can.

 

Oh yeah it shows up... I just wonder if they changed the plan AFTER I bought it and think it retroactivly changes mine too...

What I mean is I wonder if HP changed they way their plan is (ie: so the 3 day thing isn't in the new plan of the same name).

What I found out is this:

If the rep can barely speak english and or is hard to understand -- the supervisor is ALLWAYS WORSE! I talked to 4 of them tonight!

SCREW OUT-SOURCING!!!!!

 

Okay, even if that were the case: you purchased YOUR care plan on THOSE EXACT TERMS (with the 3 day thing). Even if they changed the plan, they cannot change it on purchases already made.

BTW: I've merged a few of the above posts together to save some screen space and make things a little more understandable.

 

This is y I dont like to buy thing/s online unless necessary. I like to go to the store to buy things that I want, at least I can "bang" the desk if what I demand (like the warranty clause) is not meet by the sale-rep lol.....

 

FiReWolf,

Lets say the sales droid gives you the wrong warranty info, or info that is outdated? What then?

Better yet to go directly to the mfg's site, download a copy and be in the comfort of your home to read it over several times... Additonally from your computer you can for example make a pdf of the warranty, the terms, the pages of the model you're interested in at any point in time....

Very useful for those cases in which they "change" the warranty terms as the OP is talking about.


Buying online has nothing to do with them changing the terms, refusing to render service. If you bought the thing in a store is would be the same story. Yes you can bang on their desk, but after 21 to 30 days after the sale they are going to refer you to the mfg for service unless you've bought an Extended Warranty from the store.

.

 

I figured I was in the right...

 

W.A.N.A.
Over at my place, the warranty card stated down all the necessary information. If any defect, I can go direct to them rather than e-mail or ring them. Sometimes its hard to explain the problem on phone or e-mail.

Dont mean to be hard on bbsux or any friends here who bought on-line
But for me, I just like to c the person in front when I claim my warranty. I can ask him/her anything I want or I can give s**t to them if my notebook not fix within the warranty period.

 

I agree with you that a face to face is better for explaining problems....

Of course that can be a two-edged sword if they don't like you for some reason, (You rub them the wrong way, they dislike you) over dealing with differant reps over the phone.. At a local store once you burn out, you crash and burn once they put you on the "bad" list....

.

 

Heres a little update...

Called "Executive Customer Relations"

800-756-0608 option 7

got assigned to "XX" ext XX.

He says he is the warranty guru cause he's been with HP for 6 years and was with compaq before that. Whatever.

Basically tells me that no matter what I have in my hand HP isn't going to honor it. They only follow the terms they have on-line on thier site.

I'm like, What? You can change those at any time and not tell anybody, that has to be illegal. He says no it isn't.

I send him scanned (unedited) copies of my papers and he says they prove nothing as they have obviously been edited. I am sitting in front of my PC with my jaw hitting the table.

When I can speak, I say, are you accusing me of forging documents? He says no. So I ask him what he meant by his previous comment. He says nothing.

I point out that the revision dates on the pdfs on-line are 2004, while the documents I have are mid 2005. He said that was impossible.

Then listen to this:
He said he noticed that someone entered my 2 year warranty wrong, the first year is an upgrade to first year warranty and they have me down for an additional two years and threatened to correct it. I pointed out that a section says that if purchased after the original warranty ends it runs for entire length stated (2 additional years), (My warranty ended 12-10-05 and I bought warranty on 12-12-05) Since I bought the warranty 2 days after it ended its obvious that I get 2 years. He said no. I said fine. Change it and I'll sue your company for blackmail AND breach of contract.

He finaly said he was going to leave it alone.

I don't know what to do now.

 

Maybe I should go and save the terms of my warranty stuff...just in case.

However, saying they can change the terms of an already purchased warranty is like saying the dealer can change the engine of that V8 car you got 2 years ago to a V4 without telling you. Illegal, no?

 

They didn't say they could, in fact they said they couldn't because that would be illegal.

But still, I have a document they sent me -- to me, my Hard copy trumps some PDF they could change on thier server at anytime.

 

bbsux,

Maybe the HP guy would be happy if you'd send them the orginal warranty papers... instead of a scan...

After all you could have doctored the documents up you know.

(Just kidding....)

About terms being changed..... Big companies are going to put something in there as a backdoor for them to wiggle out of something.... I like the ones that when you're reading a doc, that reference another doc, that references another doc, that referenced another doc to get to the real small fine print....

Got to run

I'm with you man... Not right to wiggle out of a repair contract.. Have added your thread to this thread: http://forum.notebookreview.com/showthread.php?t=86901

 

That what I dont understand at all. We, as an end-users bought an extended warranty to protect our proporty (laptop, camera, digi-cam etc) & the reseller or agent always recommeded us to do so.

But when problem/s exist, they seem to always have excuses to void or not accepting that warranty terms. Isn't that s**k?

 

Try reading the Magnuson-Moss Warranty act and see what it says because that bill has to do with consumer warranties...