I have an HP notebook that has a cracked LCD screen. I called customer service center (unsure of location) to see if it was covered under my warranty. I talked to a man named Dennis. He informed me that it was not covered but if I were to by their accidental coverage plan that I could send it in and they would repair the screen for no additional cost. I did not have my credit card on me at the time so Dennis set up a call back for the next day. Dennis informed me that after I purchased the plan to inform the rep that I needed to send in my computer for repair. I asked him several times on the call if I was guaranteed to be able to send it in after the purchase, he told me every time that I would be able to. He even spoke with his supervisor, and the supervisor approved it. I receved my call back, ordered the accidental protection and then informed the rep that I would need to send my computer in for repair. The rep then informed me that I was not able to do so. I then asked to speek to her supervisor. He informed me the same thing as the rep. Even tho Dennis had guarenteed me several times that I was able to do so. He then informed me that I have two options, I could keep the accidental coverage plan, but I wouln't be able to use it on the repair of the screen. Or I could cancel and receve my money back.in his words "It will be like you never bought it." I took this to mean that my account would be credited right away. Later in the call he informed me it could take up to two billing cycles to receve my money. I asked what will happen with the guarentee from Dennis. He responed that he will be repromanded for it. All in all my problem is that I was prommised one thing by a rep and told another thing by a diffrent rep. I was guarenteed that I could buy the accidental coverage plan and use it for my LCD screen. I am also upset that HP can take your money out of your account in just a matter of seconds and it can't be returned to you untill a couple of months pass.
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