11 of 14 people found the following review helpful
HP - awful warranty requirements
, January 13, 2013
This review is from: HP 2011x 20-Inch LED Monitor - Black (Personal Computers)
Boy will I ever stay away from anything HP in the future. My monitor goes to black with a cursor in the upper left corner. I called for support. It has been happening for close to a year, but I didn't realize it was the monitor until recently. First, they told me it is "two days until the end of the warranty" so they would of course charge me to help me. I am lucky I had just talked to Microcenter, who confirmed that my warranty had more than a month still on it, and I also had my receipt. HP did not take my word for it, and I had to scan my receipt to them TWICE. I was on the phone for close to 2 hours while they verified, checked etc. They eventually agreed to send another monitor, but needed my credit card so they can charge me for the replacement in case I don't send the other one back. AND!!! If all that is not enough, once I get the replacement I have THREE DAYS to send back the damaged monitor or I will be charged for it. THREE DAYS!!! No weekend on which to do this? Really? Your mighty company needs my broken monitor so fast that when it's in warranty, you need me to take time off work to run to the post office?? Really?
I have had this kind of thing come up with other companies, and they have gone a long way to spread good will. I had a $150 Honeywell air purifier break down AFTER the warranty expired and wrote asking if they had any idea how I might be able to fix it myself. I was not asking for a replacement, just ideas. They wrote saying they would replace it for the sake of extending good will, and it was an easy 2 email exchange with one person. At hp, the levels I had to go through and the hoops I needed to jump to get them to honor their own warranty was breathtaking. I really felt dragged through a knothole by the end of the ordeal, and for that reason it wound up shooting my whole Saturday.
After I emailed them the receipt, they wrote and said I must email it again.
All this over an $89 dollar item. I wonder if it was worth it to them to be so tight fisted and lose a customer who would have otherwise bought many more expensive computers from them in the future.
I don't know... All this when the monitor was IN WARRANTY??? I'm avoiding HP in the future.
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