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Help! HP Support Disaster

Last response: in Opinions and Experiences
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December 19, 2006 5:06:43 PM

Here is the deal - I purchased a laptop (DV1000) through HP Sales direct in July of 2005. At the time, I purchased a 3-year "Care Pack" Pickup & Return service plan.

Problem: On Sunday night, my laptop died. I called HP support and they insisted that my computer was out of warranty. After 3 hours of conversations with 13 humans, I was told to fax my HP order number, a copy of my warranty docs so that they could confirm I really did have a warranty. I did this, and they are still refusing to give me service (but they admit that I did buy a warranty through them in 2005 which makes this even crazier)

How do I get help with HP support? I'm a student and don't want to buy a new laptop just because HP refuses to even talk to me (unless I agree to pay $45.00 per service call). Any tricks? Any special phone numbers? I purchased my computer and service plan through HP, yet they act as if this isn't their problem.

More about : support disaster

December 20, 2006 4:41:01 PM

Start by putting down the phone and picking up a pen (or keyboard). Then write a letter explaining all of the above, in all its gory detail, to HP's customer service and/or tech. support address. Include a copy of the warranty docs. Send a second copy of the letter to corporate, the Office of the President. Send a 3rd copy of the letter to the BBB. Keep a 4th copy in a file. Be sure to note in the letter that you are sending a copy to the BBB (a simple "CC: Corporate offices; CC: Better Business Bureau" after your signature is perfect)

Why paper? The spoken word is worthless in the US. Stupid, unethical, wrong, etc., etc., but sadly, true. :( 

You may want to send it Certified Mail, Return Receipt Requested. Only costs a couple dollars, and gives you proof that they received it.

I don't waste time whining my way slowly up the chain of command. If I don't get straight up service, I go directly to the top.

Mike.
December 20, 2006 7:46:52 PM

Quote:
Start by putting down the phone and picking up a pen (or keyboard). Then write a letter explaining all of the above, in all its gory detail, to HP's customer service and/or tech. support address. Include a copy of the warranty docs. Send a second copy of the letter to corporate, the Office of the President. Send a 3rd copy of the letter to the BBB. Keep a 4th copy in a file. Be sure to note in the letter that you are sending a copy to the BBB (a simple "CC: Corporate offices; CC: Better Business Bureau" after your signature is perfect)

Why paper? The spoken word is worthless in the US. Stupid, unethical, wrong, etc., etc., but sadly, true. :( 

You may want to send it Certified Mail, Return Receipt Requested. Only costs a couple dollars, and gives you proof that they received it.

I don't waste time whining my way slowly up the chain of command. If I don't get straight up service, I go directly to the top.

Mike.


If one of the local TV stations have a reporter that specializes in consumer problems, which a lot of stations do, copy them in on the letter. Be sure to cc everyone you send a copy to. Personally I'd address it to President of HP and cc everyone else. Also, suggest you keep it very matter of fact and polite back up all your statements with facts or referencing support documents. The less emotional, the more impact it will have
December 21, 2006 5:53:40 PM

Well if you were in New Mexico, I would help you out ASAP.

I run a company that handles this more often then should be allowed.

What I would suggest:
Get you your paperwork that has your warranty #, or purchase # for the 3 year plan.

1.) talk to the tech and say the computer isnt working I need to have someone come and look at it. Here is my warranty number.

If they say no, don’t bother talking with them, just politely ask to be transferred to a manager.

Repeat what you said, and give him your warranty number.
If he says no, ask him to explain why in detail. Then ask to be transferred to his manager. If he is un available, then ask to be transferred to

HP Consumer relations division and explain your situation politly, but firmly.

---> Make sure to tell them that you purchased the warranty with the understanding it would cover you in this situation and have them explain WHY it does not, and what it does cover.

If this doesn’t work for you, follow Fishmahn's recommendation and send a letter to at least the CEO / President, INCLUDING a copy of your warranty purchase order. Make sure to tell them that if this isn’t resolved, you will need to contact the BBB (again, just as Fishmahn says).



2.) If you want, I would be willing to work it out for you though my company if you would like. I do this all the time and it might save you trouble. PM me and I will send you the company email, and info required.
!