Complaint Review: HEWLETT PACKARD

Hewlett Packard Warranty of Little Use


HP Pavillion DV6-1128TX


We purchased this HP new from Harvey Norman in Albany, Western Australia on 16th June 2009 for AUD$1398.00


Within a few weeks a problem developed with the touchpad buttons, specifically the left click touch pad button. Although it still clicked, the left hand end of the rectangular button became what we describe as loose, as if the springs beneath the button had become disconnected.


As this was obviously a manufacturing fault, and we had heard that the notebook could be away for months being repaired, we put off returning it until a more convenient time.


We returned the notebook for warranty repair in late October 2009, to Harvey Norman in Albany. Harvey Norman asked us to sign a form stating that if the repair was deemed not covered by warranty we would pay the freight. No worries, it will be covered we thought.


Some weeks later we are told that the damage has been deemed by HP's agent as physical damage. This is a key phrase that was repeated to us over and over; physical damage and not covered by warranty.


It is alleged we somehow broke the button, I assume by maliciously clicking it! If I had dropped the machine or poured coffee though it then I understand, but it seems a mechanical part failing in the first month is physical damage, and not covered.


Investigating further it seems Harvey Norman in Albany sent the notebook to Hewlett Packard's warranty agent NCSS in Prospect, NSW , and it would cost us $91 to get it back, unrepaired, from the other side of the country.


I rang NCSS and spoke with Jenny, who repeated the physical damage claim, not covered by warranty. My argument that a touchpad should last more than a fortnight fell on deaf ears. Jenny said she would refer it to HP for investigation, however to date I have had no reply.


I attempted to contact HP in Western Australia direct, but some low level employee said the NCSS case number meant nothing to them. I was then transferred to an Angie who revealed she was in Melbourne. Angie said she would refer to HP but again we are still waiting. Whenever I ask how they think I broke the button, I always got a don't know.


The end result is that our notebook is being held by NCSS in Sydney until we pay $91 for it to be returned unrepaired. We have been accused of damaging the laptop then having the cheek to claim it under warranty. So $1398 down the drain, or I can surrender, pay the $91 charge, get my laptop back and take it to the small claims court.


It is terribly frustrating, cannot they admit that the 10c plastic button on a Chinese made laptop may just have broken and cover it by warranty? You must conclude that if this type of thing is not covered, then the warranty on a new Hewlett Packard must be quite useless. My advice would be to avoid purchasing a HP notebook, the buttons should last the life of the machine, this one did not even last a month.


If you choose to buy a HP, just remember that if some cheap plastic part breaks you will be accused of being at fault, and on your own.