Hewlett-Packard (HP)
Cracked LCD Screen Repair Not Covered Under Warranty

An internal error (Cracked LCD screen; not caused by human error) occurred with my HP pavillion laptop/notebook. After calling to get it fixed, I was told it would cost upwards of $350 to fix it. Keep in mind it was a hair over $400.00 for the laptop brand new. After speaking with 1 customer representative who identified it was an INTERNAL error... They said it wasn't under warranty and it would in fact cost the $350 to fix it. The 2nd customer representative I spoke with identified the same problem and requested I send the laptop in to be fixed and that it would be taken care of. Shortly thereafter, I received a call from a technician/customer representative who, again, said it was an internal error (cracked LCD screen; which was determined over the phone - twice) and that it wasnt covered under warranty. My two options were to have them fix it for $350 or they could send it back unfixed. For an internal error on a laptop i've owned for less than 6 months, I cannot wrap my head around the fact that it's not covered under warranty or anything. Very disappointed in how this situation has been handled up until this point. If situation isn't rectified, HP will lose another customer. More importantly, any reccomendations to buy their products.

Hopefully this be a learning curve to them and they resolve it correctly.

Company: Hewlett-Packard (HP)
Country: USA

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