Reader Amy’s HP laptop is defective and HP offered to fix it for free–then changed its mind and wanted $800. Amy asked them to return the laptop, and when she got it back, she found that it was even more broken than when she sent it in. She contacted HP again and again they offered to fix it for free. This time, they let the laptop sit around for 3 weeks before calling her to let her know that they were voiding her warranty because of “liquid damage.” Amy says the first repair ticket has no mention of this mysterious liquid damage…
I am having a nightmare with HP and my brother suggested I contact you. There is a documented problem with the HP DV9000 laptop left hinges, and thousands of people are experiencing their hinges/lcd panels cracking because of this. I initially contacted HP and told them about my problem, citing the various websites.documenting this problem, and they offered to fix it for free.
I sent in my notebook and they took the lcd case off, breaking it further, and said it was customer damage. They gave me a quote of nearly $800 to fix the damage, or they would send it back as-is. I opted to have it shipped to me after having all in-warranty repairs done.
It arrived in worse condition than when I sent it. I got a new case manager who told me to send it back to be fixed for free. So, like an idiot, I sent it back again.
This time they took the whole thing apart and without calling me, let it sit for 3 weeks at the service center (I thought it was being fixed.) I finally called and was told they found damage inside the computer, so could not fix it or even put it back together because if someday the damage would cause the unit to spark or catch on fire, HP would be liable.
The damage is supposedly due to some kind of liquid spill but it was working perfectly before I sent it in, besides the hinge crack which was obviously not my fault. The initial quote I got from the service center the first time I sent it in did not include repair for any liquid damage. The computer is still under warranty and less than a year old.
My husband also has an HP with a fan malfunction (also widespread and documented) and was initially told it was out of warranty and was quoted $700 to fix, but when he decided not to send it in they changed their story and said to send it in, it was under warranty and would be fixed for free. Don’t worry we’re not quite that stupid.
I don’t know what to do other than alert others of this game HP is playing. I would file a small claim but I think they covered their a$$es with the “liquid damage liability” BS. I use my computer for work and have had considerable losses in addition to the loss of my computer. If you could give me any pointers on other steps I can take please let me know.
Well, you certainly are correct that this fault has been documented. Because you’re simply not the only one who has fallen victim to HP’s mind-bendingly f*cked up repair division, we’ve actually put together a list of 5 ways you can get your laptop back from HP. Obviously, you’d like them to fix it before they send it back, so why not keep pestering the case managers? Maybe you’ll find a good one?
If that doesn’t work, and, let’s face it, it might not — we suggest contacting your credit card company (we assume you did not pay cash for the laptop.) Many credit cards (and some debit cards) have extended warranty protection. If yours does, explain that HP is refusing to honor their warranty and ask that your purchase be covered under the credit card’s program.
As a last resort, you may also want to consider small claims court. The repair ticket that shows that HP examined the computer for the same problem and did not find liquid damage could give you a leg to stand on in court. And you never know, they may not even contest it. Good luck.