I bought a Pavilion 14-ce2000na laptop last year - It is still under warranty.
Since I purchased the unit it has not travelled. It has only been used in one desktop location and only closed when not in use. In May I noticed that the bezel was starting to lift away from the screen in the bottom left hand corner and this progressively got worse to the point that it made it difficult to open the unit without holding the bezel against the screen. I contacted HP Support UK explaining that this issue had arisen in normal use. They then arranged for the unit to be shipped into their service center.
After a few days the laptop was returned to me. I expected it to be repaired, but instead there was a hand written note enclosed saying “ Hinge broken which is not covered under warranty “. There was also a letter enclosed saying that the issue was caused by accidental damage or misuse of the product.
Contrary to what is stated on the letter that was enclosed with the returned unit the issue was definitely not caused by any accidental damage or misuse of the product. The laptop was not dropped or abused in any way shape or form. It is simply a failure of the structural components that due to poor design and/or poor build quality were not able to withstand normal and gentle for use less than a year...... According to the HP warranty I am entitled to repair of the unit, but so far HP are failing to honour their warranty but HP are trying to avoid their obligations under the warranty. Has anyone else experienced this terrible HP customer support ? As things stand I will never purchase anything made by HP in the future.
Since I purchased the unit it has not travelled. It has only been used in one desktop location and only closed when not in use. In May I noticed that the bezel was starting to lift away from the screen in the bottom left hand corner and this progressively got worse to the point that it made it difficult to open the unit without holding the bezel against the screen. I contacted HP Support UK explaining that this issue had arisen in normal use. They then arranged for the unit to be shipped into their service center.
After a few days the laptop was returned to me. I expected it to be repaired, but instead there was a hand written note enclosed saying “ Hinge broken which is not covered under warranty “. There was also a letter enclosed saying that the issue was caused by accidental damage or misuse of the product.
Contrary to what is stated on the letter that was enclosed with the returned unit the issue was definitely not caused by any accidental damage or misuse of the product. The laptop was not dropped or abused in any way shape or form. It is simply a failure of the structural components that due to poor design and/or poor build quality were not able to withstand normal and gentle for use less than a year...... According to the HP warranty I am entitled to repair of the unit, but so far HP are failing to honour their warranty but HP are trying to avoid their obligations under the warranty. Has anyone else experienced this terrible HP customer support ? As things stand I will never purchase anything made by HP in the future.
I was and still am disappointed with the HP Service Center's initial attempts to "fob me off". I am not the kind of person who would make an unjustified warranty claim - but of course, and to be fair to HP, people who would do that do exist ! Actually what made the initial warranty claim rejection worse was that it was done in a very rude way : My computer was sent in for repair under warranty and shipped back to me a few days later without any further communication from HP (If they had contacted me when they had the laptop I could have discussed the issue with them) - Instead it was only when I opened the package (expecting to see my laptop repaired... !) that I found nothing had been done and a handwritten note was inside saying " Broken hinge not covered under warranty " - That really made my blood boil as a user of HP products both personally and professionally for many years.... I even used to write programs in HP Basic for work at one stage. Anyways, all's well that ends well I suppose - I did eventually get to speak to some very helpful people in HP. They arranged to have the problem fixed and they have gone a long way towards restoring my respect for HP as a brand.
- But apart from the handwritten note I has exactly the same line repeated parrot fashion by the people that I spoke to (on more than one occasion)when I then phoned the UK Service Center. It was only when the matter was escalated to a higher level in HP that I managed to speak to people who would listen to what I was saying instead of just being dismissive when I said that the laptop had not been accidentally damaged or misused in any way.