Hewlett-Packard
LaserJet warranty requires consumer to pay shipping for repair

I purchased an HP LaserJet P2015 printer from Staples in late June. After about seven months of operation, it developed a mechanical defect and needed repair under warranty. You would think that you could bring the printer back to Staples and that they would either repair it and bill HP for the work or forward the printer to HP for repair. Nope. Consumers are forced to mail the printer back to Hewlett Packard in California. At this point, you would think that HP would cover the return shipping costs or would send consumers a pre-paid shipping box. Nope. Consumers are forced to cover the cost of shipping the defective unit all the way to California.

In my case, it would have cost about $30 to have the printer boxed and shipped. HP offers a service where they will send a replacement printer to the consumer and then pay to have the defective printer shipped back to HP. However, this service costs $57 (including the tax). Thus, at a minimum, consumers are forced to pay about $30 and go to the labor of packing up the product and then waiting several days (or weeks) for shipment in both directions. Paying the $57 does reduce the amount of time that the consumer has to live without a printer, but it is a lot to pay for fixing a defect that is not the consumer's fault and is supposed to be covered under warranty. In my view, a warranty is not a true warranty if the consumer has to go to that much expense and trouble to obtain repair service.

Company: Hewlett-Packard
Country: USA
State: California
City: Palo Alto
Address: 3000 Hanover Street
Phone: 8004746836

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