We bought a Pavilion DV 1000 from HP in August. My daughter used this laptop for college work for about 9 months. I sat idle over the summer months and when she returned to school in August of she started to have problems with the unit. She called HP - warranty had just expired on the new unit. She asked about buying the extended warranty and specifically asked if that would cover everything about the computer. They said 'yes'. She paid them $99.00 over the phone. Then, she was told she had to wait 30 days for service. She paid the $99, waited the 30 days, and then called again to ask to send it in. They told her she couldn't send it in - that all she had bought was phone technical support service. They also told her she needed to pay more $ and then wait another 30 days to send this in to HP for repair. She inquired what the additional dollars would cover - they could not guarantee her this warranty would cover anything and everything about the computer. All the while, she is speaking to someone with a heavy accent having difficulty communicating.
So, since I bought the laptop originally, I told her I would try. Today, 12/7, I called tech support. After being transferred 4 times, I am now sitting on hold waiting on a supervisor which is probably NOT going to get on this line.
Our issues - the laptop should not have a problem after only 9 months of use by a college student. The tech support people sold her the wrong warranty and misled us about what it would cover. The 30 day wait thing is bull - they have her money via debit card, why does she have to wait to get help? If she pays the additional money to HP to upgrade the warranty, she has to wait 30 more days - all the while HP has her money and she has no service or coverage.
I will never buy another hp product so long as i live - trust me. And, i will tell everybody about the bait and switch tactics they use and the terrible customer service and quality that they sold to us.
Anything you can do to help us resolve this issue would be appreciated. Personally, I think they should provide her with a new laptop, but at a minimum, I want the $99 back that she paid for this useless warranty.
I am grateful for websites like yours - HP's customer service is designed so that people like us will pay them and then give up on using the service because they have made the system so much of a run around that they just give up!
My daughter has called them countless times. Today, I've been on the phone with them for about 1 hour and have been transferred 4 times. Now, all I can hear is crappy music - not even a message telling me that I could expect someone to answer me shortly or something, anything!
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