Hewlett-Packard
HP My laptop broke. HP confirmed they would repair under the warranty. When it came time to pay, HP reversed their decision and started ignoring me

My situation should be simple. My HP 17 Envy laptop broke while travelling in Costa Rica within the 1 year manufacturers warranty. The motherboard connection to the optical drive unit was faulty.

Contacted HP Tech support, got a lot of run around from agents in Mexico that could barely speak English. But finally received confirmation from the Costa Rica HP store and an HP Online Tech Support manager that my laptop was "covered" under warranty, and they would help with coordinating the repairs.

Two days before my scheduled day to drop off the laptop, the employees at HP stopped responding to my emails when I asked for the case ID# authorizing the warranty work. This started back in March. Now it's December.

After numerous emails and over 10 hours on the phone, the answer kept changing why the repairs could not be completed under warranty.

I am a resident of Costa Rica. There are no repair centres for HP in Costa Rica. Bring the laptop to Colombia and it will be fixed there.

It's not possible to get parts to repair the laptop in Costa Rica.

HP case managers do not have email accounts, so are unable to respond to my request for Case ID#.

I've reached the wrong department. Someone from another division outside of Canada has to contact me. Apparently HP tried to email me, but I never responded so the case was closed. (This one is a big lie). HP does not have to provide me with any contact information regarding who the HP Tech Support manager who ignored my 20 follow up emails reports to. Pretty much every large company I know allows consumers to speak to an employees supervisor if the employees actions are unethical or unprofessional. Was clearly told that HP does not operate "that" way.

The laptop's 1 year manufacture's warranty expired in August so there is nothing the company can do.

The laptop is not covered under an "international" warranty.
I should contact the Mexcico offices myself and figure the problem out. I should take the laptop apart myself and try to fix it using information available on the HP website.

HP does not respond to customer complaints to customers outside the USA. When you call in, no supervisors have to take calls regarding customer service issues. They will call you back. But no one ever does.

At no point will HP acknowledge the emails I have in writing confirming my laptop would be fixed under warranty.
It's just ignored. Like it never happened. The newest answer just applies why they don't have to pay.

The company refuses to acknowledge there is any customer service issue, or that they should be obligated to pay for the repairs they promised. If HP employees gave me incorrect information about the warranty coverage. This should not be my responsibility.

And I definitely should not be forced to pay out of my own pocket if their employees made errors. Just by the fact that it's been an ongoing battle for 8 months. Someone at HP should recognize that their is a problem with how effectively they respond to "customer service" issues.

Company: Hewlett-Packard
Country: USA
State: Ontario
City: Mississauga
Address: 5150 Spectrum Way
Phone: 9052064838

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