Hewlett Packard Complaint - Guarantee Not Honored
I have an HP notebook that has a cracked LCD screen. I called customer service center (unsure of location) to see if it was covered under my warranty. I talked to a representative He informed me that it was not covered but if I were to by their accidental coverage plan that I could send it in and they would repair the screen for no additional cost. I did not have my credit card on me at the time so he set up a call back for the next day. He informed me that after I purchased the plan to inform the representative that I needed to send in my computer for repair. I asked him several times on the call if I was guaranteed to be able to send it in after the purchase, he told me every time that I would be able to. He even spoke with his supervisor, and the supervisor approved it. I received my call back, ordered the accidental protection and then informed the representative that I would need to send my computer in for repair. The representative then informed me that I was not able to do so. I then asked to speak to her supervisor.
He informed me the same thing as the representative Even tho the first representative had guaranteed me several times that I was able to do so. He then informed me that I have two options, I could keep the accidental coverage plan, but I wouldn't be able to use it on the repair of the screen. Or I could cancel and receive my money back. In his words "It will be like you never bought it." I took this to mean that my account would be credited right away. Later in the call he informed me it could take up to two billing cycles to receive my money. I asked what will happen with the guarantee from Dennis.
He responded that he will be reprimanded for it. All in all my problem is that I was promised one thing by a representative and told another thing by a different representative I was guaranteed that I could buy the accidental coverage plan and use it for my LCD screen. I am also upset that HP can take your money out of your account in just a matter of seconds and it can't be returned to you until a couple of months pass.
I would just like to inform others about their bad customer service. I don't wish this to happen to anyone else.