Hewlett-Packard Rip off deceptive sales practice no warranty service Palo Alto California
On February 28, 2007 I contacted Hewlett Packard regarding a problem with my Pavillion DV5000 notebook computer. I was informed that the factory warranty would expire in 11 days and the technician also told me that if I purchased a 2 year extended warranty the repairs would be done in 3 business days instead of 10 under the factory warranty.
I purchased the extended warranty for $109.99 using my debit card, and sent the computer to Hewlett-Packard on Customer Service Order # XXXXXX-01. The computer was received by Hewlett-Packard on March 2, 2007. I then received an e-mail stating that the date the computer should be returned to me was March 12, 2007, I called Hewlett-Packard to find out why it was still going to take 10 days even though I had purchased the extended warranty and was informed that the 3 days was not guaranteed and was actually 3-5 business days.
I have tried unsuccessfully to cancel the extended warranty and to get my computer repaired or replaced under the original factory warranty and returned to me to no avail. I have spent many hours on the phone either on hold or talking to people who end up telling me that they cannot help me, and will have to send an internal e-mail to the person who can help me.
I talked to a person named Tom who is a Corporate Representative Case Manager on March 12, 2007 and was told by him that the policy is if they have the product for more than 11 days and it is not repaired they will provide a replacement. After this conversation he told me that he would have to find out what the problem is and he would get back to me that afternoon.
I received a voice mail from him on March 14, 2007 asking me to call him back at 1-877-917-4380 Ext 94 I called this number and got a recording which is all I have ever gotten the other 15 times I have called it I have left numerous messages on this line requesting a call back on my cell phone or an e-mail.
On March 15th I called 1-866-234-1377 to cancel the extended warranty and ended up speaking with three different people, Brian, Anup, and Oscar none of whom could help me. Oscar informed me that the case manager was the only one who could help me and he tried to connect me with him to no avail.
I then gave Oscar my cell phone number and told him to have Tom the case manager call me on my cell phone @ 10:30 A.M. the following morning Friday March 16th, this did not happen, he finally called my cell phone at 5:05 PM I was unable to answer it. I called him back at the number he left 1-877-917-4380 and again was put on hold and then had to leave a voice mail. I again suggested that we should communicate via e-mail due to the fact that I don't have an unlimited amount of time to sit on hold or wait by my home phone. I have gone as far as sending an e-mail to the office of Mark Hurd the president and CEO and at this time that has done no good.
It is March 20th 2007 and I still do not know what the status of my computer is or when I may get it back.
Fred
Brighton, Colorado
U.S.A.
4 Updates & Rebuttals
Fred
Brighton,Colorado,
U.S.A.
Hewlett Packard finally makes good.
#5Author of original report
Tue, April 10, 2007
Hewlett Packard did finally provide a new notebook computer and refunded my money for the extended warranty. It only took 30 days and 4-5 hours sitting on hold and being bounced around from one incompetent person to another.
I will not buy another Hewlett Packard product. Even though they did make good it was way too much hassle.
Fred
Brighton,Colorado,
U.S.A.
Hewlett Packard finally makes good.
#5Author of original report
Tue, April 10, 2007
Hewlett Packard did finally provide a new notebook computer and refunded my money for the extended warranty. It only took 30 days and 4-5 hours sitting on hold and being bounced around from one incompetent person to another.
I will not buy another Hewlett Packard product. Even though they did make good it was way too much hassle.
Fred
Brighton,Colorado,
U.S.A.
Hewlett Packard finally makes good.
#5Author of original report
Tue, April 10, 2007
Hewlett Packard did finally provide a new notebook computer and refunded my money for the extended warranty. It only took 30 days and 4-5 hours sitting on hold and being bounced around from one incompetent person to another.
I will not buy another Hewlett Packard product. Even though they did make good it was way too much hassle.
Don
Bloomington,Indiana,
U.S.A.
HP warranty service experience
#5Consumer Comment
Tue, March 20, 2007
You have 30 days to cancel that extended warranty purchase, but the REAL question is
why did you purchase the ONE YEAR extended warranty since it begins on the day you purchased your laptop .......and ends the same day the original 1-year factory warranty expires.
Did you realize that when you purchased it? They are kind of sneaky in that regard, and most sales reps or employees do not point that out....and their web page relegatates that information where it really isn't obvious.
> HP back dates that extended warranty to the original purchase date so you should never purchase the one year extended warranty
since you are only paying for residential pick up if it ever needs repair. You are already covered by the factory warranty - but you have to send the unit in from a UPS or Fed Ex depot.
> You indicated that "you sent the unit in" which seems to imply they did not even pick up the unit?? I assume they picked up the unit at your home or office..........which is the ONLY thing you actually purchased by buying an extended warranty so close to the expiration of the factory warranty. I believe they call it Express Warranty Service.
> HP does not make a sufficient effort to point out this fact on their website, i.e., they don't go out of their way to reveal the extended warranty is back dated to original purchase date. So a ONE YEAR warranty purchase ONLY provides you with "express service" (home pick up) since you are already covered for one year with the original factory warranty. A TWO YEAR warranty is actually one year, since it also back dated.
I have always had good results when contacting the advanced case support team, but you have to be persistent. I once recall calling back some guy in that department, but his voice message box was full. Try calling in and guessing a different extension number to connect to someone if email communicatins are fruitless.