• Report: #461670

Complaint Review: HP HEWLETT-PACKARD

  • Submitted: Sun, June 14, 2009
  • Updated: Fri, July 17, 2009

  • Reported By:Milford Pennsylvania
HP HEWLETT-PACKARD
3000 Hanover Street PALO-ALTO, California U.S.A.

HP HEWLETT-PACKARD LIED ABOUT EXTENSION OF WARANTY AFTER RECALL PALO-ALTO California

*UPDATE Employee: HP did not provide a recall

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For 2 decades my husband, our businesses and I have purchased dozens of pc's, laptops and printers from HP. Now I have nothing but problems. HP recalled the Presario laptop V6000 in July 2008 because of problems with the motherboard.

After the return of it, I was told that a 1 year extension of all warranty coverage was made to compensate for the recall problems.

Just 2 days ago I spoke with an HP rep about motherboard coverage. I was told coverage would end soon--July 27, 2009.

On June 14 I reported numerous problems with starting, downloading HP updates, all the health checks are going nuts, endless blank screens.

Diagnostics run endlessly without stopping, today a screen came up saying something was wrong with the battery.

The laptop runs so hot that the "d" key melted off the keyboard and the battery adapter melted another key.

The electric cord/adapter has had to be replaced 4 times due to poor craftship and cord breakage.

The laptop will run for an hour before bringing up anything on the screen at times and often won't shut down.

It takes more than an hour for a requested delete cookies request to be processed; and after deleting everything possible from the C drive there's a half-hour of information being deleted the next day--before the computer has run any program!

After multiple transfers around the company, the gal in India can't find the computer information, but knows I will have to pay for repairs. Whats more, the recall repair they made to the laptop THAT WASN'T EVEN A YEAR OLD AT THE TIME, is (now) only covered for 90 days and, supposedly, I have no warranty coverage.

Everytime I contact HP I'm told more nonsense and ALWAYS the merchandise problem is me according to their staff in Asia.

It's impossible to consider any future purchases from HP--because no one knows exactly what's covered and one email listed a different laptop than my own BUT THEY WOULD CHARGE ME ONLY $450+ FOR EXTENDED COVERAGE.

This has become a mess and no one in the USA can be contacted. The most recent CHAT went like this:


Thank you for contacting HP Chat. If you need further assistance, please visit our website or contact us again via Chat or E-mail.
KARENA **** : the computer is freaking out. battery problem/errors, taking hours to boot, error messages not allowing updates. the motherboard is screwed up again.
[An agent will be with you shortly.]
[You are now chatting with Ashutosh .]
Ashutosh : Welcome to HP Total Care for Laptop support. My name is Ashutosh. Please give me a few moments while I review your issue description.

NOTE: For security reasons, PLEASE DO NOT send credit card information via chat.

Ashutosh : May please know since when you are facing this issue?
KARENA **** : all this weekend it has been freaking out
Ashutosh : May I please know have you tried any troubleshooting on your own?
KARENA **** : yes
KARENA **** : it's doing the same thing that it was doing when HP recalled it a few months ago.
Ashutosh : It will be very helpful for me to give you the proper resolution if you provide me the product number and the serial number of your computer. It will be on the back or in the side of your computer starting with P/N and S/N.
KARENA **** : s/n
Ashutosh : Yes please
KARENA **** : CNF71242XS
KARENA **** : P/N: RV052UA#ABA
Ashutosh : Thank you for the information.
Ashutosh : May I please know when you have sent the notebook for repairs?
KARENA **** : IDK
KARENA **** : HP ASKED FOR IT TO BE SENT IN DUE TO PROBLEMS
KARENA **** : IT WAS A RECALL
KARENA **** : SAME PROBLEM AS NOW
Ashutosh : No BOOT
KARENA **** : SOMETIMES IT BOOTS, BUT IT TAKES FOREVER
KARENA **** : SOMETIMES IT WON'T
KARENA **** : SOMETIMES IT WON'T SHUT DOWN.
KARENA **** : TODAY IT PULLED UP A RED ERROR MESSAGE ABOUT THE BATTERY
KARENA **** : IT'S TOTALLY NOT WORKING PROPERLY
Ashutosh : May i please know have you Run a Battey health chaeck?
KARENA **** : YES
KARENA **** : IT NEVER STOPPED RUNNING WITH NO OUTCOME
KARENA **** : JUST RAN AND RAN AND RAN
KARENA **** : ALL THE HEALTH CHECKS ARE GOING CRAZY
KARENA **** : IT WON'T LET ME DOWNLOAD HP UPDATES
KARENA **** : SEND ME A BOX TO RETURN IT FOR REPAIR
Ashutosh : Please let me check that I am trying to gather that information only.
Ashutosh : I apologize for the inconvenience you are experiencing
KARENA **** : THE MOTHERBOARD IS NOT FUNCTIONING PROPERLY
Ashutosh : The patience and understanding you have shown is highly appreciated.
KARENA **** : I WANT IT FIXED BEFORE THE COVERAGE ON IT LAPSES
Ashutosh : Karena have you tested the motherboard?
KARENA **** : NOTHING ON THE PC IS WORKING
Ashutosh : Yes sure we are trying to fix that only
Ashutosh : Please give 3 to 4 minutes to pull out the relevant detais from the tools
KARENA **** : ?
KARENA **** : IT RUNS THESE CHECKS FOR HOURS WITHOUT COMING UP WITH RESULTS OR ENDING THE HEALTH CHECKS
KARENA **** : I'D LIKE A NUMBER TO SPEAK WITH SOMEONE IN THE USA
Ashutosh : I am trying to figure out when the service was created and I will escalate the case to my higher authorities too.
Ashutosh : Karena is there blank screen and no display in the notebook if I have understood you correctly?
KARENA **** : SOMETIMES
KARENA **** : RIGHT NOW I WAS ABLE TO GET A SCREEN--THAT'S WHY I'M REPORTING THIS
KARENA **** : EARLIER TODAY THERE WAS NOTHING.
Ashutosh : Karena I hope the service earler was created for wireless Issue if I have got you right?
KARENA **** : EVEN ON THE OCCASION WHEN A SCREEN COMES UP, I CAN USE ANY APPS--NOT WORD, NOTHING
Ashutosh : And it was in year 2008
KARENA **** : YES
KARENA **** : YEAR WAS 2008
KARENA **** : WIRELESS? WIRELESS WHAT?
Ashutosh : Wireless ntworks were not detected.
KARENA **** : IT'S MUCH WORSE THAN LAST TIME
KARENA **** : DETECTED WHEN?
KARENA **** : IT'S WIRELESS AND ALWAYS HAS BEEN WIRELESS
Ashutosh : Wireless network
KARENA **** : LOOK. . . INSTEAD OF GOING AROUND IN CIRCLES AND TRYING TO PUT ME OFF, JUST GIVE ME THE CONTACT INFORMATION FOR HP HERE IN AMERICA
KARENA **** : THESE BASELESS CHATS ARE A WASTE OF MY TIME
KARENA **** : I WANT TO GET THIS FIXED
Ashutosh : Please contact us at 1800-474-6836 and the notebook is out of warranty you will be charged for the service.
Ashutosh : I hope your all query has been answered?
KARENA **** : IT'S WARRANTY WAS EXTENDED A YEAR AND IS GOOD THROUGH JULY SOMETHING
KARENA **** : WARRANTY WAS EXTENDED BECAUSE OF THE MESS BEFORE THAT HP CONTACTED ME ABOUT
Ashutosh : Please contact 1800-474-6836 they will guide you through best of resloution.
KARENA MYERS : THE WARRANTY IS NOT UP UNTIL THE END OF JULY
KARENA MYERS : MAKE SURE I GET A SURVEY TO RESPOND TO THE EFFICASY OF THIS CONTACT
Ashutosh : But the notebook is under one time service enhancement and the notebook was taken for repairs and now ou have to pay for the service
Ashutosh : We appreciate your Feedback
KARENA **** : WHAT ARE YOU TALKING ABOUT
KARENA **** : PAY FOR WHAT SERVICE
Ashutosh : For Repairs
KARENA **** : WHY WOULD I PAY FOR REPAIRS COVERED UNDER WARRANTY
Ashutosh : If the notebook is under warranty there is no question of paying
Ashutosh : But we have to raise a proof of purchase for that
KARENA **** : MAKE SURE YOU EMAIL ME A COPY OF THIS CHAT, BECAUSE I'M GOING TO POST IT ONLINE
Ashutosh : Sure
Ashutosh : Is there anything else I can assist you with?
KARENA **** : WHAT DOES THE DATE OF PURCHASE HAVE TO DO WITH ANYTHING, WHEN IT WAS RECALLED AND I WAS TOLD EVERYTHING WAS EXTENDED A FULL YEAR--BECAUSE OF THE HP PROBLEM
KARENA **** : HP RECALLED IT DUE TO MOTHERBOARD PROBLEMS
Ashutosh : The warranty after repairs only for 90 days only
KARENA **** : NOW THERE ARE MORE MOTHERBOARD PROBLEMS AND IT'S SUPPOSED TO BE COVERED FOR ONE YEAR
KARENA **** : FOR ONE YEAR
KARENA **** : 1 YEAR ON TOP OF THE ORIGINAL 1 YEAR
Ashutosh : And it has repaired it too on 26-7-2008
Ashutosh : May Please have that document where it is written?
Ashutosh : Please
KARENA **** : WHAT DOCUMENT
Ashutosh : I am giving you a link and please go through it thoroughly
KARENA **** : THEY EMAILED THAT IT WAS COVERED FOR AN ADDITIONAL YEAR
KARENA **** : ARE YOU SAYING THAT HP LIES AND IT'S NOT COVERED
Ashutosh : I am providing you the link
KARENA **** : THAT HP KNOWS THEY SELL JUNK, RECALL IT AND DON'T KEEP THEIR WORD TO COVER IT FOR 1 YEAR AS THEY PROMISED?
KARENA **** : NOW IT'S ONLY 90 DAYS?
Ashutosh : Yes iit was covered and it is repaired too
KARENA **** : I'M PULLNG UP RIPOFF.COM ON THE OTHER SCREEN.
Ashutosh : The URL is http://h10025.www1.hp.com/ewfrf/wc/document? docname=c01087277&cc=us&dlc=en&lc=en&jumpid= reg_R1002_USEN
KARENA **** : IT OBVIOUSLY WASN'T REPAIRED TO LAST A FULL YEAR AS PROMISED
Ashutosh : I have provided you the HP link and the notebook was sent for repairs in 267-2008 and the warranty after repairs is 90 days
KARENA **** : I WAS TOLD 1 YEAR
KARENA **** : NOT 90 DAYS
Ashutosh : Please go through the HP link and every thing will be crystall claer
Ashutosh : See it is written 90 days over there
KARENA **** : KEEP YOUR DAY JOB ASHUTOSH
Ashutosh : I am standing by my product
KARENA **** : NOT ON THE HP WORD AND PROMISE
KARENA **** : HOW QUAINT
KARENA **** : IT FIGURES
KARENA **** : KEEP YOUR DAY JOB
Ashutosh : And I have proven my product's functionality too.
Ashutosh : You too can check the link
Ashutosh : It is infront of you
KARENA **** : IT'S NOT FUNCTIONING AND YOU (AS AN EXTENSION) ARE A LIAR



Karena
Milford, Pennsylvania
U.S.A.

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This report was posted on Ripoff Report on 06/14/2009 06:19 PM and is a permanent record located here: http://www.ripoffreport.com/r/HP-HEWLETT-PACKARD/PALO-ALTO-California-94304-1185/HP-HEWLETT-PACKARD-LIED-ABOUT-EXTENSION-OF-WARANTY-AFTER-RECALL-PALO-ALTO-California-461670. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report.

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Updates & Rebuttals

#1 UPDATE Employee

HP did not provide a recall

AUTHOR: Springfish - (U.S.A.)

Karena,

I apologize for the trouble you've had, but let's clear some things up here.

First, HP has not recalled the V6000, or any other notebook you may have read about online. Out of the hundreds and hundreds of different models that HP produces, only 24 models are possible affected, and only a small percentage of those actually have the defective motherboard.

What HP has done is implemented a Limited Warranty Service Enhancement. Within the first two years from when you purchased the notebook, HP will cover two specific hardware problems whether you are in warranty or not. The problem you were having when you filed this report is NOT an issue related to the Service Enhancement.

From what you've described, you're having a software problem. Nothing you've described has anything to do with the motherboard.

If you were told that your Limited Warranty Service Enhancement coverage expires at the end of July, 2009, then you would still be covered as of the time of this post. If you were having issues that were actually covered by that program, the repairs would be free. However, the symptoms you are having are not covered.

Here is HP's official site related to the Enhancement. Note that software issues that you are having are not listed:

http://h10025.www1.hp.com/ewfrf/wc/document?docname=c01087277&lc=en&cc=us
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