Warning to Hewlet Packard Customers
First I want to tell you a bit about my experience for you to understand my warning.
Almost two months ago I bought what I thought was a great computer, but sadly a week later I discovered that it was only a nightmare.
While vacationing in the US, I decided to buy a new laptop. After a long search I decided to buy the HP Pavilion 13-r010dx x2 Detachable PC. I really liked it, it was the perfect size, it was very light and had everything I needed. When I opened the box, inside there was a paper called "HP Worldwide Warranty and Tecnical Support", of course after reading it I felt reasured that if anything where to happen to my computer it was covered, even in my home country. Of course, my experience with products for other companies such as apple led me to think this way. Unfortunately I was seriously mistaken.
I bought the computer about 3 days before the end of my trip, and during those days it worked perfectly. Althoug after another 3 or 4 days it started to crash. Since the compurer allegedly came with a "WORLDWIDE Warranty" I contacted Hewlet Packard Colombia to find out the steps to get my computer fixed, but the only answer I got was that the so called warranty only covered the software not the hardware, that I needed to contact HP in the United States.
That same day I decided to contact HP US, so I did it through the chat option they have in their web page. At first, the only solution they offered was for me to send the computer to the US and get ir fixed there, after an hour, the representative that was chatting with me informed me that his supervisor said they would create an international warranty, therefore a represenative was to contact me between the next 24 to 48 hours to let me know what I needed to do in order to get my computer fixed here in Colombia. When the call came, the only option they gave me was again to send the computer to an address in the US so that they could fix it there. I asked him to explore an other option. He said he was going to try something and to give him a bit of time. Every week I would try to call him and email him in order to find out what was going on but the only reply was that he was waiting for something that I needed to be more patient.
A month after I first contacted HP, I decided to call again but not the guys I always spoke to. During that call I was informed that a request was made and that by no later than the next day someone would contact me to inform me about the decision. Of course the next day the reply did not come, so I called again and I recieved the same response I got since the beggining, you have to send the computer to the US to get it fixed there. Not only they did not solve my problem, but took a month to give me the same reply.
Aparentlly, despite the fact that Hewlet Packard is not only a MULTINAIONAL company but also a TECNOLOGY company they got stucked in the Twentieth Century where the possibility of a US sold product to be found in a Latin American country was very very rare. Seems like they are not aware of the exponetial increase in online shopping and that a lot of those products end up far away from their original country.
I still do not understand how is it that such a big company does not have the possibility to send the parts needed for a specific repair, to the place where the product is; or how is it that you cannot drop off your product at a HP office in your country for them to send it to the US (or wherever it needs to go to be fixed).
I have been told that the "WORLDWIDE Warranty" that HP products have is only limited to the place where those products are sold.
So here is my piece of advice, if you are going to buy a Hewlet Packard product, please do not considere the possibility of going anywhere, because if the product fails, you are most likely to have to pay for a shipping that may cost as much as what you bought or with a broken product if you cannot pay for the shipping.
I hope this is useful for someone, so that this does not happen to someone else.
Almost two months ago I bought what I thought was a great computer, but sadly a week later I discovered that it was only a nightmare.
While vacationing in the US, I decided to buy a new laptop. After a long search I decided to buy the HP Pavilion 13-r010dx x2 Detachable PC. I really liked it, it was the perfect size, it was very light and had everything I needed. When I opened the box, inside there was a paper called "HP Worldwide Warranty and Tecnical Support", of course after reading it I felt reasured that if anything where to happen to my computer it was covered, even in my home country. Of course, my experience with products for other companies such as apple led me to think this way. Unfortunately I was seriously mistaken.
I bought the computer about 3 days before the end of my trip, and during those days it worked perfectly. Althoug after another 3 or 4 days it started to crash. Since the compurer allegedly came with a "WORLDWIDE Warranty" I contacted Hewlet Packard Colombia to find out the steps to get my computer fixed, but the only answer I got was that the so called warranty only covered the software not the hardware, that I needed to contact HP in the United States.
That same day I decided to contact HP US, so I did it through the chat option they have in their web page. At first, the only solution they offered was for me to send the computer to the US and get ir fixed there, after an hour, the representative that was chatting with me informed me that his supervisor said they would create an international warranty, therefore a represenative was to contact me between the next 24 to 48 hours to let me know what I needed to do in order to get my computer fixed here in Colombia. When the call came, the only option they gave me was again to send the computer to an address in the US so that they could fix it there. I asked him to explore an other option. He said he was going to try something and to give him a bit of time. Every week I would try to call him and email him in order to find out what was going on but the only reply was that he was waiting for something that I needed to be more patient.
A month after I first contacted HP, I decided to call again but not the guys I always spoke to. During that call I was informed that a request was made and that by no later than the next day someone would contact me to inform me about the decision. Of course the next day the reply did not come, so I called again and I recieved the same response I got since the beggining, you have to send the computer to the US to get it fixed there. Not only they did not solve my problem, but took a month to give me the same reply.
Aparentlly, despite the fact that Hewlet Packard is not only a MULTINAIONAL company but also a TECNOLOGY company they got stucked in the Twentieth Century where the possibility of a US sold product to be found in a Latin American country was very very rare. Seems like they are not aware of the exponetial increase in online shopping and that a lot of those products end up far away from their original country.
I still do not understand how is it that such a big company does not have the possibility to send the parts needed for a specific repair, to the place where the product is; or how is it that you cannot drop off your product at a HP office in your country for them to send it to the US (or wherever it needs to go to be fixed).
I have been told that the "WORLDWIDE Warranty" that HP products have is only limited to the place where those products are sold.
So here is my piece of advice, if you are going to buy a Hewlet Packard product, please do not considere the possibility of going anywhere, because if the product fails, you are most likely to have to pay for a shipping that may cost as much as what you bought or with a broken product if you cannot pay for the shipping.
I hope this is useful for someone, so that this does not happen to someone else.