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Hewlett-Packard (HP) Support Ticket - HP refuses to honor warranty

Hewlett-Packard (HP) Support Ticket

HP refuses to honor warranty - Pavilion Laptop

Created By: EZ2Pleasecustomer's Picture EZ2Pleasecustomer Last Reply: EZ2Pleasecustomer's Picture EZ2Pleasecustomer
Priority Level: [High] Status: [Open]
Created: 7 years ago Last Updated: 7 years ago
Department: N/A Replies: 2
Product: Pavilion Laptop

I purchased an HP laptop on August 1, 2008. I purchased the 3-year damage plan which I was told would begin and end on the date of purchase (August 1, 2008 to August 1, 2011). I also purchased a laptop and warranty on the same date for my mother.

Around June 20, 2011 I called HP to report that my laptop would not boot and I wanted it repaired under the damage plan. I was told that the warranty expired in April (4 months early).

HP states that I bought the laptop in April 2008 and not August 2008. I faxed them a copy of the Wal-Mart receipt with the laptop's serial number on it. HP acknowledges receiving the receipt. HP acknowledges that the warranty for the other laptop bought that day (my mother's) expires on August 1, 2011, yet they insist that my warranty expires on a different date even though they were purchased on the same receipt.

Apparently, when I bought the warranty over the phone their representative typed the information into the computer incorrectly for my laptop. They have no records or reason to think I purchased the laptop on any date other than the one on the Wal-Mart receipt.

The company representatives agree that the warranty should end on the date that I purchased it, but refuse to change it in their system or to honor their warranty. I would simply like the company to honor their warranty and repair the computer.

service tkt: 805 159 4302


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EZ2Pleasecustomer says: (7 years ago)
I'm happy to report that eventually I got the right person on the phone at HP. I was able to email her a copy of my receipt, and she quickly agreed to change the date of the warranty to what it should have been all along. My computer is repaired and works well.

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