My computer stopped working. I brought the computer to Office Depot where I purchased it and also purchased a purchase protection plan. The technicians at Office Depot diagnosed the problem as the power cord had gone bad. I asked if it was covered under my purchase protection plan. They did not know for sure but gave me the telephone number to call. I asked if the cord was covered if I could return the one I just purchased. They informed me that yes I could as long as the box was unopened.
I returned home called the customer support number for the service protection plan, explained the situation and they said that yes the cord was covered and they could send me one in approximately 10 business days. I informed them that I could not wait that long. I needed to use my computer on a daily basis. I asked if I could be reimbursed for the cord that I had purchased. The person checked for me and informed me that yes I could do that. I was told to either fax the information to them or to file a claim on line. The e-mail address for the protection plan
http://[email protected] cannot be found on the internet. I went to HP services porthole and filled in all the information required. I do not have access to a fax machine so I could not fax them the information. I followed up on this by calling the customer support center two days later to see if the information was received. I spoke with someone at the support desk and they said that they did receive the information. I had furnished my contract number, requisition number provided by my initial phone contact, the Office Depot store number from the receipt from the purchase of the power cord, the receipt number, date, product number, price, tax, computer model and serial number. I asked them if this was sufficient or if I had to send a copy of the actual receipt. The person I spoke to said that no I did not have to send a copy of the original receipt they had everything they needed and it would take 7 to 10 business days to process and I would then receive a check for the amount I spent on the power cord. I called 10 days later to check on the status of my claim and was told that the support desk did not handle reimbursments and they directed me to someone that could help me. I was then informed by that person that my claim was being processed and should call back at the end of the 14 business day from the time I sent the request.
I waited until the 15th day and after having my call dropped three times and being transferred to someone that informed me that there was no indication that I had furnished the proper documentation for the claim. I asked to speak with a supervisor who informed me he could not help me he could only tell me what was in the computer. I asked to speak to the supervisor's supervisor and waited another 10 minutes to talk to this person. He informed me that he would have to investigate the matter and that would take approximately two business days. I called back 3 business days later and was informed that there was no service request filed. I asked to speak with yet another supervisor, after 15 minutes on hold I was informed that there was no one available to help me but that someone would call me back withing 4 hours. I did receive a call back from yet another supervisor who informed me that there was nothing he could do and that I would have to start all over again and submit a claim. When I went to do that (and now I am totally aggravated and annoyed) I discovered that I cannot do that because there is an open claim.
This is awful, frustrating and a desgrase. This plan was not cheap and when you have to use it all you get is a run around. The replacement cord was 68.00. If it were an inexpensive part I would just right it off as a bad experience. But 68.00 is not small change especially now a days. I feel I have been ripped off by this company and will never get this resolved.
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