Joe B
Canada#2UPDATE EX-employee responds
Wed, July 04, 2012
retail extended warranties usually only take effect after the manufactures warranty is over, and in my own experience the retailer wont touch them till then. HP warranties cover defect and DOA computers, just some agents don;t understand the process :(
Joe B
Canada#3UPDATE EX-employee responds
Wed, July 04, 2012
Hi Jennifer,
This I Joe,
I'm Sorry for the trouble you went through, as it turned out, I was Layed Off. I Would have went through with the replacement as promised. I'm not sure why a fellow colleague didn't pick up the case and continue with it, that's not the way we took care of things. I know it's been 5 year, it was hard for me to leave. I hope you finally got everything resolved.
Former Case Manager HP
Joe Brodeur
Iknoweztech
Lexington,#4UPDATE Employee
Wed, December 03, 2008
I have to second a previous comment. This is where the extended service plan from Staples comes in handy. Staples will facilitate the entire repair process for you with a Staples service plan, and in the event the manufacturer denies repair or drops the ball, Staples will take over repair or offer a refund for the item under the one-time replacement clause of the service plan. Nevertheless, I sincerely believe you should speak with your local store General Manager from where you purchased the laptop. Staples is one of the few companies which truly stands by its products. If the General store manager doesn't help you, then ask to speak to a District manager or to speak with the Regional Easy Tech manager. EasyTechs can perform HP warranty repairs in most states, so you may actually have gotten better service through Staples anyway, even without the Service Plan. Good Luck. At the very least let your local Staples and Staples corporate know about the whole ordal you are going through. Staples really is a company that hates for customers to feel as though they've been shafted. They'll do something to help, I'm sure, even if it's just a few free Staples dollars for your heartache.
Iknoweztech
Lexington,#5UPDATE Employee
Wed, December 03, 2008
I have to second a previous comment. This is where the extended service plan from Staples comes in handy. Staples will facilitate the entire repair process for you with a Staples service plan, and in the event the manufacturer denies repair or drops the ball, Staples will take over repair or offer a refund for the item under the one-time replacement clause of the service plan. Nevertheless, I sincerely believe you should speak with your local store General Manager from where you purchased the laptop. Staples is one of the few companies which truly stands by its products. If the General store manager doesn't help you, then ask to speak to a District manager or to speak with the Regional Easy Tech manager. EasyTechs can perform HP warranty repairs in most states, so you may actually have gotten better service through Staples anyway, even without the Service Plan. Good Luck. At the very least let your local Staples and Staples corporate know about the whole ordal you are going through. Staples really is a company that hates for customers to feel as though they've been shafted. They'll do something to help, I'm sure, even if it's just a few free Staples dollars for your heartache.
Iknoweztech
Lexington,#6UPDATE Employee
Wed, December 03, 2008
I have to second a previous comment. This is where the extended service plan from Staples comes in handy. Staples will facilitate the entire repair process for you with a Staples service plan, and in the event the manufacturer denies repair or drops the ball, Staples will take over repair or offer a refund for the item under the one-time replacement clause of the service plan. Nevertheless, I sincerely believe you should speak with your local store General Manager from where you purchased the laptop. Staples is one of the few companies which truly stands by its products. If the General store manager doesn't help you, then ask to speak to a District manager or to speak with the Regional Easy Tech manager. EasyTechs can perform HP warranty repairs in most states, so you may actually have gotten better service through Staples anyway, even without the Service Plan. Good Luck. At the very least let your local Staples and Staples corporate know about the whole ordal you are going through. Staples really is a company that hates for customers to feel as though they've been shafted. They'll do something to help, I'm sure, even if it's just a few free Staples dollars for your heartache.
Eddie
Youngstown,#7UPDATE Employee
Tue, December 02, 2008
What exactly was wrong with the machine? This whole story really isn't adding up at all. Like the other post states, CC could have worked on the machine in house as a certified repair center. One of the very few scenarios where I could see any of this story being remotely true is if there was some significant damage to the machine by the purchaser (or other user action voiding the standard parts and labor warranty). Say if I decided to perform an upgrade and inadvertently broke something, this wouldn't fall under the manufacturer's warranty and HP wouldn't be responsible.
Bgeezy
Providence,#8UPDATE Employee
Fri, July 11, 2008
I'm sure you were offered the extended warranty, looks like you denied it. That PC was 1,349 when we started carrying it, every one of them broke. One customer out of 6 that we sold it to bought our extended warranty, and that customer we gladly overnighted to HP's repair facility and was returned in 6 days working perfectly fine. The other 3 returned for refund within the 14 day return policy. 2 others exchanged for models at other stores, funny thing though is that Staples can do warranty work for HP so why didn't you let us handle it? We can still work on it under warranty
Jeremy
Nitro,#9Consumer Suggestion
Thu, November 01, 2007
Your best bet for a quick resolution is to sue them. I sued them and they responded the very next day after receiving the summons. Sue them for breach of contract (in regards to warranty) for purchase price and for malice to make suit the maximum allowable. Have them settle high. Negotiate with them, if you don't like the way it is going, then sue it out. You should win. You have legal rights under the warranty. Also, you may buy HP stock and call investor relations and state that you want to exercise your right to speak at the stockholder meeting, which I did also.
Jennifer
franklin,#10Author of original report
Fri, August 31, 2007
Please let me update you on my situation. After contacting every agency and emailing the CEO of HP I still have no good news. On Aug 13 my case manager agreed to 'buy back' the computer, I was told they had to send my computer back to me from the tech support center and I had to send it in to the processing center. I believed this to just be a delay tactic, but played the game anyhow. I was also told that once they recieved the computer that the 'refund' check would be released. Seemed easy enough. So, after tracking it with FEDEX, I called when I knew the package had arrived. It arrived at HP's processing center on Aug 20, I called on Aug 22 and was told that the check was 'in the mail'. That it had been send on Aug 21. On Aug 24th I recieved a check from HP for $237.49 instead of the $1629.63 that they owed me. I didn't cash the check, then I would be agreeing to their terms I am sure. So, once again on the phone day after day after day....... no one can help me, of course. Today, Aug31, however I got ahold of my case manager who informed me that it was being 'researched'......also told me the girl who is doing the research was on vacation. He also told me, when I asked when I could expect an actual refund of my money, that he was not going to promise me any date. So, once again, HP has failed to do the right thing. The check is the wrong amount and no one can tell me when I will be recieving a check for the right amount. Isn't this nice? Great customer service, huh? Oh, don't worry, he told me he was doing everything he could to help me. I had to remind him that he has had 6 weeks to 'do the right thing'.........and hasn't.