Hewlett-Packard Company Complaint - HP Top-of-the-line Laptop HDX Premium Series - Worthless Warranty - HP HDX Premium Laptop
I have the same problem as Lakehouse Bob.
I bought a premium HDX Series laptop. I am two days short of my warranty and called to report that 6 or so of the keys, the E, D, C, N, M and the spacebar key are all smuding to the point where they will shortly be unreadable. In addition the ink from the keys is smudged on a few other keys.
I'm told it is outside the warranty for the keyboard. She kept using "normal wear and tear" as she talked. I kept pointing out that smudged and unreadable keys are not normal on a laptop. I've purchased 4 HP/Compaq computers since this one this year and won't purchase any others as they clearly don't stand behind their product. I don't even want to go near the horrendous operating system that came with this laptop they also have also refused to do anything about.
I've had Dell computers in the past where a technician was sent from Buffalo to Rochester to repair a keyboard that had bad keys and some friends who have a Dell laptop with a defective battery had a tech come to their house and replace three different parts for no charge.
I had read and heard that HP was a better company than Dell or Sony to deal with. While they were certainly polite, they offered no remedy for what is clearly a defective product. She only said if I bought a new keyboard it would cost "hundreds of dollars."
I then mailed in pictures of the laptop to HP customer care. Keith wrote back and said they would take care of the computer keyboard. I was on the phone with the Escalation department at the time who proceeded to waste 45-60 minutes of my time and told me "it's not under warranty but if you will send the laptop in a well packaged box we will repair it, but know that this is not under warranty..."
I hung up on the dude. Dell would have come to my house and made the repair. This is my business laptop, can't be mailed and I asked when I bought to the computer if the price included in home service and was told it did. Amazing what these big corporations will say to make a sale.
Here is what Lakehouse Bob said. I haven't gotten to the "escalation people" yet, but they are supposed to call me next week.
LakeHouse Bob-see the whole review on this site:
I bought an HP HDX Premuim laptop 6 months ago. A couple months back I noticed that a few of the keys had the ink smudging. These are metalic keys with the key etched in.
Only 8 keys are affected. Other frequently used keys are just like from the factory. I called HP and they said even though it's under Warranty, this constituted 'worn' keys and it would be $374 to get it fixed, including requiring me to send the whole laptop back to HP.
Crap HP Keyboard