1/5

posted Dec-11-2012

I bought an extended warranty from HP that is supposed to be 3 year, 3 day onsite warranty. If anything goes wrong with the computer within 3 years they will come onsite to repair it. This warranty is misleading...if not outright fraud. When you get the warranty it says in the fine print, that HP reserves the right to have you ship them the product for repairs. How is that onsite?

Ok, you say, but that is probably rare, right? Well, I bought a brand new HP computer. Within 1 week it was broken. I called HP to have them fix it under this warranty. The people in another country did some trouble shooting, couldn't fix it and said I had to ship it back to them. I asked..."what about my onsite warranty"?? They said...."to be honest, we never do that. We only issue bench tickets where you have to ship it back to us."

When I tried to go higher to a case manager, he said that yes, if I wanted to get this computer fixed, I would have to ship it back to them and then wait two to three weeks to get it back. I consider that fraud. I bought an onsite warranty, I expected onsite service. Especially for a new machine. Give me a break.

Here is the legalese that proves this whole concept of an onsite repair is a lie:

"Depending on the outcome of {sic} telephone technical support HP reserves the right to determine whether to ship a customer-replaceable {sic} part, to provide on-site repair or replacement of the product, or, for certain service issues, to make arrangements for the covered product to be returned to HP for repair."

Yeah...so, according to the techs, "certain service issues" translates to "almost all the time", and this is a total scam. They don't ever come to your house.

I had an alternative solution.....I took my brand new computer back to the store and got a different one. You don't HAVE to deal with HP, no matter what they seem to think.

This review was modified by JackieBrenner on December 11 2012 11:08:34 AM

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