HP / Compaq Warranty Service Agreement - extended warranty for Presario Notebook not honored as it should be

# 22 for September 16, 2003

Complaints.com received the following on September 15, 2003:

From:

RE: HP / Compaq Warranty Service Agreement - extended warranty for Presario Notebook not honored as it should be

Case no. 0808573451

I tried to use my 3 year extended warranty service for my Presario Note book, Model 1800XL450 last month which belongs to my daughter who is in second year Dental school. It was for replacement of hinges for lap top to hold the screen in place, couple of bad keys and repair of blemishes on the screen.

First , I tried to get the authorization via e-mail. But got a reply saying the warranty had expired. The warranty had been extended by one more year from 03/06/03 due to some reasons.

May be it was not recorded in their file. But then I called up the technical support rep and he did see the extension to my extended warranty noted for our notebook on his screen and gave me the authorization code to ship the product for repairs. My extended warranty did cover for shipping service. I shipped the product on 8/12. HP/Compaq technical support called us in couple of days to say that reason for couple of keys not working was due to spilled coffee or coke and would cost us $300.00 as this was not covered by the warranty....this fell under "accidental damage" clause.

My daughter does not drink coffee, but went along and thought it may be correct cause as she enjoys coke. I was also told that they will not repair or replace the hinges until I had authorized repair of keys even though the hinges were covered by the warranty. This was their policy to repair the accidental damage before doing warranty service. Since my daughter can use mouse there was no real need of having keys repaired for $300.00 as I considered this expensive compared to cost of a three year old notebook. So I asked them to just repair or replace the hinges and repair the screen as covered under the warranty. Boy, did I stir up the hornet's nest.....I got an earful from very rude technical support rep. Tried to speak with his supervisor (Shirley) and she was not only rude but arrogant and obnoxious. She even refused to send us a copy of their policy and the warranty information as I did not have copy. She said that it was not her job to send out the warranty information.

She revoked our warranty immediately and told us that our note book will be shipped back to us immediately. This was on 8/22. Their behavior leads me to believe that they may have made up the story of spilled coffee or coke for damaged keys as it is very common for such accidents to happen. But now I believe that it was a ploy to charge us for other repairs. As of today we still do not have our computer back. I tried to find out the status through their technical support by calling them, but get forwarded to another department one after one and then get put on hold. Guess what...I get disconnected for no reason. Not only that my daughter's notebook did not get repaired but she is with out one for about three weeks. Imagine going to a college with out a computer. I will never buy a HP or Compaq product anymore. I have another computer which is Dell desk top computer and Dell has been excellent in honoring their warranty service agreement. Dell's on my shopping list for next computer.

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Sir/Madam

This is to inform u that I have deposited an ammount worth Rs. 6000/- to the a/c of RT OUTSOURCING Services ltd.in the Darbhanga branch of ICICI Bank through a cheque Cheque No.-053762 issued by SBI city branch Darbhanga on 26-12-2008 for two years of warranty extension of my compaq presario notebook.p/n-GX863PA#ACJ and s/n-CNF737085F.Which has been credited into very same a/c on 27-12-2008.But till now I haven't got any information neither regarding the recieving nor warranty extension.

So,take it seriously and inform me as soon as possible.

Thanking You

ANAND KUMAR AGRAWAL

Mob:-09304486685

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I have the same issues, my laptop wont charge batteries, i purchased the extended accidental warranty with the laptop about a year and a half ago should be covered for 3 years from date of service. but when i called they say they have no record of a extended warranty and they couldn't do anything they couldn't even look up my info, not only was i mad about this i was also mad about the foreigner i was talking to whom i could hardly understand. so i asked to talk to the supervisor and he asked me to hold for 2-3 minutes about a half hour later i got disconnected. hp really messed this one up, i am thinking about trying to get my money back for the extended warranty through my credit card company.