Hewlett-Packard Company
Warranty

When I bought my Pavilion Desktop computer, I purchased the premium HP warranty: 4-years in-home service at a price of $319. The computer is a 2008 model, a very early 64-bit Vista machine. I've had many, many problems with it, probably more due to Vista than to the hardware. I never bothered HP about these earlier problems. The sound on the computer, however, never worked properly, and I finally decided to exercise the expensive warranty.

HP wanted to resolve the problem by phone first. Even though I assured them that the problem was software, I spent a couple of hours on the phone with them trying one software fix after another. The person on the other end (who was just following HP protocol) finally agreed the problem was hardware. He tried to convince me to send in the computer for 12 days for them to replace the motherboard. When I insisted on in-home support, he agreed. He said a motherboard would be shipped to my address the following Tuesday, and a serviceman would call on Thursday to set a specific appointment time sometime Friday morning.

The motherboard never came. I called on Wednesday and was told it was shipped to the serviceman. The hp.com/cso_status website, however, said it was supposed to be received by me on Tuesday. On Thursday, the serviceman never called to set up the appointment. On Thursday night, I called Tech Support yet again. I was told that their system was down and to call back in an hour, which I did. At that time, the support person told me that he was putting in another request, so I should not worry! Of course, I've backed up everything and assembled 20 software keys in case I have to have a system restore. I've scheduled myself to stay home from work Friday morning. HP has left me high and dry. There is no general customer support number to call. The largest PC manufacturer in the world has charged me a premium price for service that so far has done nothing but cost me more money.

Company: Hewlett-Packard Company
Country: USA
Address: 3000 Hanover Street Palo Alto CA 94304
Phone: 6508571501
Site: hp.com

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