HP lies on it's warranty, BEWARE

[hnanne]

Please read, HP is ripping me off...

Tech Support: Hello Henry.
Tech Support: Welcome to HP Total Care for Pavilion Products. My name is Tech Support. How may I help you today?
Henry Nanne: hello, my pavillion does not startup, it is dead, i have a case number 7324777704
Henry Nanne: i need to take it to tech support here in Costa Rica but they need your authorization
Tech Support: May I have a few moments of your time while I go through the previous correspondence?
Henry Nanne: ok
Tech Support: Where did you purchase this Notebook?
Henry Nanne: Miami, FL
Tech Support: Do you want to send Notebook for repair ?
Henry Nanne: My warranty booklet specifically says the HP's limited warranty is valid in any country where HP has a support presence fo this product and where hp has marketed this product
Henry Nanne: this is true for Costa Rica, why can't I send it to the authorized dealer here? I am not able to travel to the us at this time
Tech Support: I am sorry to inform that you will have to send Notebook to US to have repaired under warranty.
Henry Nanne: so what is says in my warranty booklet is not true?!?
Henry Nanne: i bought this laptop specifically for that reason
Henry Nanne: It is cheaper for me to BUY A NEW laptop than to travel to the us to repair it!
Henry Nanne: just tell me why it can't be serviced here in Costa Rica
Tech Support: I can understand your situation.
Tech Support: Let me check this information again...
Henry Nanne: thank you
Henry Nanne: just keep in mind that when I bouth this computer the limited warranty valid in andy country was THE MAIN reason why i bought it, now everyone tells me this is not true
Tech Support: Unfortunately, there is no international warranty available for Notebooks..
Henry Nanne: then why does it say that in the limited warranty booklet that came with the laptop?
Henry Nanne: that makes absolutely no sence
Tech Support: I am sorry for that.
Henry Nanne: ok, let me get this straight, I buy a HP product that comes with a limited warranty world wide and when the time comes for me to use this warranty, suddenly it is not true?
Tech Support: Henry, you might have got wrong information, there is no international warranty available .
Henry Nanne: here is the exact text written in my limited warranty and technical support booklet that was in my box with my laptop:
Henry Nanne: "HP'S LIMITED WARRANTY IS VALID IN ANY COUNTRY OR LOCALITY WHERE HP HAS A SUPPORT PRESENCE FOR THIS PRODUCT AND WHERE HP HAS MARKETED THIS PRODUCT"
Henry Nanne: now is this not true?
Tech Support: Yes, that is correct. But in your area this product should be supported or marketed.
Henry Nanne: it is! I allready called the service providers here and they tell me they can validate my warranty as soon as they get the OK from HP in the US! they sell, market, service and sell spares for the HP Pavilion ze2000 notebook
Tech Support: I understand your concern. However, as mentioned the standard warranty is only applicable in United States for United States model notebooks.
Tech Support: As you said they sell ze2000 notebook, but they will not sell United States models of ze2000 notebooks.
Henry Nanne: i can't believe this! they sell the laptop here but since it is configured with a different RAM Module than in the US, they can't service it?!? What is this, your loophole?
Henry Nanne: So, when a consumer buys a product with worldwide support you get out of it by a technicality?
Henry Nanne: I thought I was talking to a well respected company, this can't be happening.
Henry Nanne: I spend my savings on a laptop that stops working 3 weeks old, this is the products you sell?
Tech Support: I am very sorry for any inconvenience caused. I would have definitely helped you. However, as per our policy we can arrange for the notebook service only within United states.
Henry Nanne: then what is that parragraph for? the one I copied from the warranty booklet?
Henry Nanne: what is that for?
Tech Support: Please do understand that warranty is limited to the place of purchase country and where it is marketed.
Henry Nanne: then why does it say that it is valid in any country?
Henry Nanne: i know for a fact that this laptop is marketed here in CR, the service center confirmed this
Tech Support: As per our policy, you will have to send Notebook to US.
Henry Nanne: is it your policy also to lie in the Limited Warranty?
Tech Support: I am sorry for the inconvenience this may caused to you..
Henry Nanne: ok but just explain this to me
Henry Nanne: ok, you ripped me off, congratulations, you sold me a defective laptop with a 'warranty' that worked for 3 weeks and now refuse to fix it.
Tech Support: I apologize for the difficulties you are experiencing.
Henry Nanne: Tech Support, i am going to post this chat on every internet forum (i will change your name, you are just doing your job) I can find, the consumers need to know that HP is ripping them off, hopefully I will get an answer

[ZaZ]

I would ask to speak to a Manager and then start my way up the ladder. Go to the CEO if you have to.

[LuckMC11]

Originally Posted by zazonz

I would ask to speak to a Manager and then start my way up the ladder. Go to the CEO if you have to.

yea..but don't wait till when u go back to the US to get it fixed

[KrispyKreme50]

That's ridiculous, I don't think it makes any difference for HP whether they fix the notebook in the US or any other country.

[gladwin]

oh man, that's really bad, right now i am planning to get the extra 3 years extended warranty for my pavilion notebook now i have to clear this thing up before i get the warranty since i travel from place to place, when it says international warranty, it should be accomodated on every HP ervice center worldwide

[pozmu]

hnanne, I think that you should:
1. Write an official request for repair based on the terms in your warranty and send it by snail-mail with "receive verification" (I don't know how do you call this in your country, I just mean that you will get back a mail from Post Office saying that the mail was delivered). Send it to the place specified in warranty (probably your local HP service or smth.).
2. Wait for response.
3. If they will not respond in period specified in warranty (or period specified in your local law) or respond negatively, you should contact your local customer organization, in most countries there is something like that and they will help in such cases... But you need to have (theoretically you don't need, but if you want to finish the case quickly, you need) some written correspondencewith them. If this will not help, go to the court... I think it's worh it, people go to court with $50 shoes etc., and notebook cost a lot more... I also think that if you win, they will have to pay all court fees.

[hnanne]

Oh my god, get this. I posted this same message on the HP service forums on hp.com and got this message reply:

Dear Henry,

We appreciate that you are a registered user of the HP Support Forums, and see you have recently utilized the Support Forums service. However, your message 'warranty support' had to be removed due to one or more of the following reasons.

1. You had requested the removal of your message.
2. The message was a duplicate posting.
3. The message contained advertising of goods or services.
4. The question was off-topic and did not align with the charter of the HP Support Forums.
5. Language, personal rants, or material deemed abusive, defamatory or obscene.
6. The posting contained private information on other users and/or HP employees.
7. Other reasons deemed necessary by the HP Support Forums staff.

We encourage you to share your technical knowledge and tap into the vast experience of other community members. All members will learn more when reading messages of technical value, whether they are new questions or replies.

Thank you for your understanding.

Best regards,
HP Support Forums Team

With this, they admit they f****ed up.

[Alphafox]

I have news for you, the people on the chat line are morons. they just read a script. I even called in and its the same people but instead of being able to read the screen and understand them you have to listen to them and repeatedly say 'what did you say, I cant understand you.' even if you escalate it to their tier 2 techs, they are the same people who are morons. you have to call their escalation team in the US and talk to someone who knows english. their escalaton line is 877-917-4380, type 94, then 1. Im not sure if im supposed to post that, but thats the # I was given after I called HP and asked to talk to a product engineer because tech support couldnt figure out my memory issue re: to bios issue on my v2000.
BTW, you do need a case # to talk with them.

[hnanne]

Great! thank you, I will call them to figure this out! thank you!

[nsy]

Quite interesting considering i had emailed HP about a related question asking if i bought a laptop in the US and lived in Canada, would it still be eligible for warranty service in canada....they emailed a link back to me:

http://h10025.www1.hp.com/ewfrf/wc/g...cname=bpr01266