HP does no honor Warranty

Posted Wed November 11, 2009 10:15 pm, by Katherine C. written to Hewlett-Packard Company

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Bought a HP Pavilion Notebook DV5 in February 2009. About a month ago internal speakers quit working and keys on keyboard quit working. However, when I hooked it up to external speakers & keyboard it worked fine. I contacted HP online tech and worked with them for over an hour to no avail. Finally they said they would send a box and I could ship it back as it was still on warranty. Received email to call them. I called them and they said something was spilled on the laptop (customer induced they called it) and warrant was no good. It would cost $430 to fix. I told them I was the only one that used this laptop and I in no way spilled anything on it. They wouldn't budge so I said just ship it back. When it was shipped back it didn't work at all. No LCD screen, nothing. Lights come on but absolutely nothng works. I contactd them again. They said well they will have to refer it to a higher authority. Finally got another email from Eric who is a case manager. I calle him and he said well that's what happens when something is spilled on laptops. The motherboard will go out eventually. I said I expected it to come back in the same condition it was sent in. I could use it with external keyboard and speakers but now I have a worthless laptop less than a year old. He proceeded to tell me "well Walmart is having a good sale on HP computers. I told him under no circumstances would I ever buy another HP product.

I believe HP should take my "less than a year old laptop" and fix it. I believe that it should have came back in the same condition it was sent in. This laptop is still under warranty and I do not believe anything was spilled on it. They need to at least have it in the condition it was sent in so I can use it.

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Re: HP does no honor Warranty by tldbass2002 Posted Sun February 21, 2010 @ 9:06 AM I am in the exact same condition with HP. They still have my laptop that is "under warranty" but said that my laptop was damaged by me some how. NO WAY, I saved a very long time to purchase this and now told that I caused the damage. What do these people think we are, IDIOTS? A "Senior Case Manager" (Tony) was supposed to call me back Friday but as of yet I've not heard a word. When I asked him for pictures of my laptop he said that those would belong to HP and the only way to get a copy was to take them to court....geeze what an answer. What do we do as consumers? Tony Denny tldbass2002@yahoo.com Reply Re: HP does no honor Warranty by LadyScot Posted Mon November 23, 2009 @ 5:59 PM You can also experience moisture by leaving your computer in the car overnight or in high humidity. Reply HP Contacted Me. by kabrown Wed November 25, 2009 @ 6:42 PM Re: HP does no honor Warranty by olie Posted Thu November 12, 2009 @ 10:25 PM Where did you buy the computer? The merchant may be able to help you. Say what you will about Best Buy and Geek Squad--we've had awesome service with our laptops. Husband and I first, then college-aged daughter, then two high-schoolers. We did purchase the "kick-em-across-the-floor" warranties, which we've had occasion to use. So far, everything has been covered for free. Maybe not as quickly as we'd like, but free. Reply Best Buy by kabrown Thu November 12, 2009 @ 11:00 PM Re: HP does no honor Warranty by cutterdog Posted Thu November 12, 2009 @ 9:45 AM Most laptops, like cell phones, have small stickers inside that change colors when they are exposed to liquids. Once those stickers change colors, it does void warranties. I've had to have repairs done on HP products, and they've always been good about honoring their warranties. My suggestion is ask HP if they have any open-box laptops that are deeply discounted. If they do have any (and they should), see if you can work out a deal with them for an exchange. I'm sure you'll have to pay something too. But maybe you can work out a deal with them where it will only cost you $150-200 instead of the $430 for repairs (or more for a brand new laptop). Good luck. Reply HP Warranty by kabrown Thu November 12, 2009 @ 11:06 PM