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Report: #447127

Complaint Review: Hewlett Packard - UK Nationwide

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  • Reported By: London Other
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  • Hewlett Packard welcome.hp.com/country/uk/en/welcome.html Nationwide United Kingdom

Hewlett Packard's Known Fault Warranty Farse, Not Fit for Purpose, Graphics Card LondonUK Nationwide

*Consumer Comment: The expiration date is reasonable and valid

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HP are selling products that are not fit for purpose. They seem to think it is perfectly acceptable for a product to have a 1 year lifespan. They know their product is defective, they have a 'known fault warranty' that they don't tell you about and that has mysteriously expired at the point you then need it.

Apparently that is not the case. HP should be ashamed of this product. The graphics card is a key component to any computer, unless perhaps you're blind, so what good is this machine to me with a broken one?

I bought an HP Pavillion DV6152eu notebook in October 06, in October 07 the graphics card was replaced by HP within warranty, in December 08 the same issue happened again. This time they say it is just outside the known fault warranty and they want a minimum of 200 for the part to fix it.

In researching the problem I find that many people have the same problem with this model and HP therefore have a 'known fault warranty' for the problem. It seems everyone is disatisfied with HP's resolution for the issue. If they have a known fault surely that fault can result in an issue at any point of time and a 'known fault' warranty could not have an expiry date. I would have thought that such a warranty should cover that particular part no matter when an issue occurs with it.

I have contacted them about this problem and they simply tell me to go to a consumer watchdog if i'm unhappy. Great customer service HP - your clearly are too big for your boots. Have they ever heard of customer satisfaction, word of mouth advertising and customer retention? I for one won't be buying an HP again.

Anne
London
United Kingdom

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This report was posted on Ripoff Report on 04/28/2009 10:35 AM and is a permanent record located here: https://www.ripoffreport.com/reports/hewlett-packard/nationwide/hewlett-packards-known-fault-warranty-farse-not-fit-for-purpose-graphics-card-londonuk-447127. 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. READ: Foreign websites steal our content

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#1 Consumer Comment

The expiration date is reasonable and valid

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

POSTED: Saturday, May 02, 2009

I do freelance computer work and a couple of my customers have had HP notebook which just missed the expiration dates on the limited service issues. Nobody is happy to hear this when it happens, but it makes sense.

All computers have problems, they are not Ginsue knives and are not the kind of product you can give a lifetime warranty on. The typical "built in" warranty is 1 year with the option to purchase extended coverage, most manufacturers will not support a computer beyond five years no matter how much money you are willing to spend for extensions. The average life-span of a consumer model notebook in today's market is 2 1/2- 3 years. Occasionally a series of computers will have a certain problem that occurs at a higher than normal failure rate. This is usually handled by something called a limited service enhancement, or something similar to that depending on the company you are dealing with. But these extension things MUST have a period of limitations, and I'll try to explain why.

I love metaphors, so I will use a metaphor here.

Say Ford has a recall on a certain line of tires because they have a higher probability of blow-out (this is not a perfect metaphor cause the tire issue can cause personal injury, but bear with me here). Ford says "bring these tires back with in a year and we'll trade them out for new ones for free." Now you have Jim-Bob....who either never heard about the recall, or heard about it and ignored it cause he didn't think it was effecting him, and never cashed in on the recall, and three years down the road, long after the recall has ended.....he has ridden the tires totally thread-bear and has a blow-out,and he calls Ford and demands they pony up a new set of tires for him. Does Ford have a responsibility to do this?

The answer is NO...the tired recall has to be set within a certain time frame, because ALL TIRES eventually have a blow out if you drive them long enough without changing them. If Ford made the recall last forever they would be shelling out millions of dollars replacing tires they weren't faulty at all, they just lived out their natural use period.

That is exactly what HP is doing....they are saying "If the notebook fails withing this time frame, we'll take care of it because it's not supposed to fail within that time frame, that is not a natural life-span for this product" but they have to put a 2-3 year limit on that because weather you had a video card recall problem or not, your video card will eventually go bad just due to the natural life-span of the product, and HP should not be financially responsible for that.

If HP, or dell or toshiba or apple (hp is not the only one to have situations like this from time to time, trust me), didn't put a time limit on these things then they'd have people calling with 8 year old notebooks going "I want a free replacement because of that recall." when the cause of their failure is just the notebook getting old, not the recall issue at all.

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