Hewlett-Packard (HP)
Out of Warranty Laptop Support Demanded Paid Warranty

I spent $750 on an HP Pavillion dv6700 and had it completely stop working less than two years later. Still loyal to HP I spent $400 to get it fixed, which included replacing the motherboard. When my computer failed to boot less than a year later, I called HP to troubleshoot the problem. The representative who I spoke to informed me that I had to spend an additional $130 for a 1-year extended warranty before our conversation could go any further. I asked him if this would cover any repairs and he said that it was the cost of telephone support, if the computer needed work done I would have to pay additional money as needed. I took the computer to an outside technician who confirmed that there was a problem with the Bios. HP acknowledges this problem with by providing a free software download on its site; however this download is completely useless when the bios does not recognize the hardrive (which is perfectly good) or the CD rom drive (also OK), and will not boot up. He confirmed that the motherboard needed to be replaced as a workaround. In the hopes that HP stood by their product, I called today and spoke to Cromesh, who again advised that I needed a warranty for telephone assistance. When I asked to speak with a supervisor, he advised that he or she would only tell me the same thing. Naturally, I insisted and was placed on hold for 15 minutes only to be told that the supervisor REFUSED to speak with me since my computer was out of warranty. At this point, I asked Cromesh for his name and the name of his supervisor. He muted the call and refused to give the name of the supervisor. I waited on the line for over 52 minutes, at which point I finally disconnected the call. I am appalled that this is the way that HP treats their customers. I am further amazed that HP keeps a supervisor in their employment who refuses to do his or her job to handle escalated calls as needed. Shame on you HP!

Company: Hewlett-Packard (HP)
Country: USA

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