sfsdfd

In April 2004, I bought a notebook through HP's website, along with a two-year warranty. The machine worked great until a week and a half ago, at which point it refused to turn on.

I called HP's technical support to request warranty service. They denied that the machine was covered by any kind of warranty.

I spoke to their warranty service branch - they confirmed that the machine is covered by a warranty. They even sent me an email confirming it.

I called their technical service branch again. Nope, it's still not under warranty. I even forwarded them the email from HP's warranty service branch - they don't care, no warranty service.

In short, I've spent several hours and sent a few dozen emails trying to get warranty service. Yet, 11 days later, I haven't even been able to send the machine to HP yet. This is just terrible service!

I've filed a complaint with the Better Business Bureau - we'll see if they become any more helpful as a result.

- David Stein

X

Why not just take them to small claims court?

A summons might get their attention better than a BBB complaint.

sfsdfd

That's the next step. However, it's likely to be ineffective - almost every major company has a forum selection clause that would require me to resolve all disputes elsewhere - Virginia, California, whatever. Naturally, the costs of traveling there would exceed my expected recovery - which, of course, is exactly the point.

(Thanks for the advice anyway, X. The purpose of this thread wasn't really to solicit advice - I've been down this same road with other companies, though none as well-known as HP. I just wanted to report on my bad experience with HP so that others could take it into account before buying from them.)

I discovered that HP's website as an "email the CEO" form. I've filled it out with my complaint - we'll see if it does any good.

- David Stein

fmian

As a customer, you need to let them know you're pissed off. Tell them you are extremely unhappy and will never buy a HP product again, and will tell your friends to do the same. Tell them you don't want the laptop fixed. You want your money back.
You'd be surprised what you can achieve once you start pushing buttons.

rich-y

Exactly what reason did the Technical Service branch give you for not honoring the warranty?

Did they say a warranty doesn't exist at all?
- or -
That the warranty simply doesn't apply it to this problem?

From reading the warranty you have, does it exclude the type of problem you are experiencing? I know some extended warranties don't cover things like power supply problems (for example).