Hewlett-Packard
Mark Hurd, CEO Warranty Ripoff - Worthless 'Total Care' Warranty

I purchased an HP dv9000t laptop PC for $1852 from HP on 1/29. I also bought the 'bump-2-bump' "Total Care" 3 year Extended Service Plan at the same time. On 9/27/009 I noticed that a crack in the left hinge area of the case had developed and made it difficult to even open the case. I found out later that this has been a well-known problem with these laptops. On 9/28 I phoned HP Total Care (800-474-6836) to report the problem. Additionally, upon startup I got one long beep followed by two short beeps and no video display. After being rerouted to another support number (800-652-6672) I got a rep who gave me HIS name as "Joy". He took my info and said he'd be back in touch. He never called back. I called again on 10/26 and reached Samuel who acknowledged the "screen flange splitting at lower left" and also promised to call me back. After 2 days of not hearing anything I called HP the third time on 10/28.in the meantime I shipped the PC back to HP (Tracking # 4301-6693-3154). Samuel reported that he had no record of my Warranty purchase for Total Care and only because I kept all of my paperwork with lots of reference numbers was I able to CONVINCE him that I wasn't lying! Apparently HP had lost their warranty database somewhere! I'm still not sure that he has any really evidence that I purchased the warranty. He had to check with his supervisor before he came back 30 minutes later with the ok that they'd look at the PC. About a week later I received the PC back with a replaced motherboard and CDROM without a fixed bezel! I found a local PC repair shop who ordered the bezel and replaced it costing me $278. The shop that replaced the bezel is BizTech in Cary, NC. Stay away from HP. Remember, Mr. Hurd, their then CEO made 42.8 million dollars last year (not counting his bonus) but you can bet that he doesn't even thinks about problems like mine or folks who must deal with arrogant, lousy support-less support staff. One more lost HP customer!

Company: Hewlett-Packard
Country: USA
State: California
City: Palo Alto
Address: 3000 Hanover Street, Palo Alto CA 94304

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