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HP Support Blog: Refund success

Letter from HPThis story has run and run, far more than I ever expected. But this looks like final, final closure.

HP have agreed to refund my £138.95 Care Pack Warranty. It is clearly to their credit that they’ve seen sense in the end, admitted fault, apologised, and refunded my money. Click the letter to the right to read it in full.

What more can I ask at this point? I feel that they’ve done all they can, they’ve come through in the end, and I’m more than happy. I do love stories with happy endings.

This 999th post was filed under: HP Support Blog.

HP Support Blog: The conclusion

When I last left the story, the laptop was to be picked up and fixed (again) by HP.

Over the course of the next few weeks, following lots of confusion with couriers and other problems, the laptop was finally returned. Sorted. Fixed.

At the end of the day, I suppose HP should be commended for fixing the problem in the end. It was, after all, a relatively old (3 years) laptop. But, at the same time, they knew that when they took the £138.65 off me to extend the warranty for a year – and offered me next-day service, which turned out to take much longer than one working day – indeed, more than a month.

Now that the event has passed, I’ve written to Stephen Gill, Managing Director of HP UK asking him for comment. I’ll update the blog again if I hear from him.

But, for now: Case closed.

This 992nd post was filed under: HP Support Blog.

HP Support Blog: Clutching defeat from the jaws of success

Two-and-a-half weeks ago, I reported that my laptop problem had been solved. I blogged too soon.

As I covered (in excrutiating detail), I’m in a different place to the laptop as I’m back at uni. Luckily, my tech-friendly brother said he’d check the laptop over for me. He’s only just got round to testing it properly, and discovered that the laptop works so long as you don’t move it. The moment that you move the laptop, the power cuts. Not a great result for a laptop. So it would appear that it wasn’t properly fixed after all. It kinda seemed to good to be true.

Yesterday, he reported the fault to HP on my behalf. Now it seems unfair to add the interim period onto the time it’s taken HP to fix it, so I’m designating yesterday as ‘Day 25’. The sixteen days between the power cable being returned and the new fault being discovered have been discounted. That seems fair.

I’ll let you know how the repair progresses… though possibly without daily updates, because they’re becoming painful to write… and probably much moreso to read. Though if you have sadistic tendencies, you can subscribe to follow the on-going saga here. If you’re playing catch-up, there’s an introductory post here, and the first post on the subject at hand is here.

Take-home message: HP bad.

This 971st post was filed under: HP Support Blog.

HP Support Blog: Day 24

Success! The laptop cable has arrived, and the laptop is working! So HP have come through in the end.

I’m a student. I’d just like to underline that point. I’m a student. £138.65 is what the government think I should spend on books, food, entertainment, and basically anything that isn’t rent or fees for almost ten weeks; it’s about two-and-a-half weeks’ rent. To me, £138.65 is an awful lot of money. So when I spend £138.65 on a Next-Day On-Site Extended Warranty I expect decent service. I accept that parts are sometimes needed, and sometimes go out of stock, but it’s not unreasonable to expect the fault to be fixed within, say, a week, is it? Taking the better part of a month seems excessive.

Advice from other places has informed me that I shouldn’t have had to pay in the first place, as they should have agreed to pre-book a repair when the screen first broke, rather than insisting I send it straight away or have to buy the extended warranty.

I realise I’m a mere minnow in a sea of HP sharks, and that whatever I say means really very little to them – and even less to their bottom line. But my next laptop will be a Toshiba.

This 963rd post was filed under: HP Support Blog.

HP Support Blog: Day 23

My friendly ‘service manager’ was overcome with apology today – apparently, the power lead for my laptop will be sent ‘as soon as one can be found’, and a meeting will be held to discuss the customer service I’ve received. Of course it will.

23 days, no usable laptop. Go Team HP!

This 962nd post was filed under: HP Support Blog.

HP Support Blog: Day 22

Good news and bad, today.

A courier has dropped off my laptop this afternoon – result! However, they have failed to drop off the charger, so I can’t actually plug the laptop in to see whether or not it is working. So I have no idea whether it’s been successfully fixed or not.

It’s actually turning out quite comedic – a next-day on-site support package from a leading computer manufacturer taking four unsuccessful home visits and the best part of two weeks away from home to fix a laptop, then failing to return the power supply. Thank goodness my life will never depend on a repair from HP… Oh, wait…

This 961st post was filed under: HP Support Blog.

HP Support Blog: Day 21

Three weeks, now. No contact from HP today, and (of course) no laptop, despite the promises given on Monday.

Another update tomorrow, no doubt. Frankly, even in my least optimistic moments, I didn’t expect the repair to take this long, and I’m starting to get fed up with it clogging up the blog. But, amusingly, searching Google for HP Support Blog now has this site as the top result – just above, erm, HP’s support blog. If nothing else, that’s an achievement, and should help potential consumers to realise that their overpriced extended support warranties really do not seem to deliver.

This 959th post was filed under: HP Support Blog.

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