Hewlett Packard Trade In Trade Up Program

HP Trade-in Program:

Reference Order Number 1034619

I am highly disappointed with this entire process. I called for support on

my laptop in May for a problem with the video control that should have been

under warranty as it is a common defect in this unit. An HP customer

service representative convinced me that I would be better off trading the

unit in for a new one. He promised $200 to $300 for the trade in. I bought

two laptops for my daughters from that representative.

After a lengthy run-around from several departments in HP where no one had

ever heard of a trade in program, I finally was I was put in contact with

you and sent in my PC for a trade in June. I received an email on July 23

(over a month later) informing me that you had received the laptop and were

evaluating its condition. I received an email from you last week (six weeks

later) informing me that you had downgraded the trade in amount from $245.00

to $30.00 as you believe their is a problem with the motherboard. There was

no problem with the motherboard when I sent this unit to you. It was

working properly except for the video problem that I mentioned earlier. It

was properly packaged for shipment so I do not believe any damage could have

occurred in shipment.

This trade in in program is nothing more than a sales sham and I highly

resent being taken advantage of in this fashion. I do not accept your

diagnosis and reject your trade in in offer of $30.00. Please return the

unit returned to me at the address below.

Regards,

William L. Babler

HP Response

Thank you for your patience while we were working on your case.

Unfortunately, the revised trade in value has been confirmed as $30.00.

Please note that the trade in items must be in fully working condition to

qualify for our program. If you had made us aware of the video control

problem, we would not have accepted the trade.

As stated in our trade in terms and conditions, we do not guarantee return

of the trade in product. By participating in the trade in program and

sending the trade in product, you release all rights to the product to

Market Velocity, Inc. At this point, your item is not available for return.

You may find attached the trade in terms and conditions to which you agreed

to when processing the quote online.

Please note that we (Market Velocity, Inc.) are a third party company to HP.

We operate independently from the departments within HP such as HP Sales.

Your redemption check for $30.00 should be issued on our upcoming check run.

Once it has been mailed, we will notify you by email.

Thank you for using the HP Trade-In Program.

Sincerely,

HP Trade-In Program Customer Service