lkillen

My iPaq HX-4700 quit producing sound. I was using it with my BT GPS to annouce turns. Sent it back to HP under extended warranty and was told a week later that the the motherboard was bad and needed to be replaced. They also said I had violated my warranty by opening the case and therefore I would have to pay for the replacement. I attested I had never opened the unit but they said an internal seal was broken. Nothing I was willing to provide to prove I had not opened the case would please them. I offered a swore affidavit but was told it would do nothing. I also said I would provide a polygraph (at HP expense - if I passed). The reply was "that anyone can beat a polygraph".

I was told I pay for the MB (negotiated to a lesser price) to have my iPaq returned repair (but no longer under the extended warranty I paid for) or pay an evaluation fee and have it returned unfixed.

Right now, they have my iPaq. I have nothing. What do I do?

own6volvos

Who was this purcahsed through. You posted the same thing over at bargainpda, but never responded to which retailer it was from. I am curious about that since there have been some around that sell used and refurbished items.

lkillen

I purchased it through PCMall. I contacted them immediately and they assured me it was not a refurbished or used. I re-examined the box it came in and it appeared reasonably normal. I never thought to open and examine a tamper seal when it arrived. I bought my daughter a rx-3115 for Christmas (before knowing that this fiasco would arise). I still have not checked any seal for it. That one was purchased from SamsClub.

own6volvos

From the looks of things on resellerratings.com, Pcmall, macmall, etc has not had the highest ratings. They currently have a 3/10 rating for the past 6 months, and a 4.95 rating lifetime. I would try your hardest to get the unit back from HP, and return the unit to pcmall for being defective. If you have to call your credit card company, explain the situation and have them do a chargeback.

EDIT: Macmall is 2.5/10 6 month and 4.31/10 lifetime.... they are not the best of companies to deal with from the reviews. Best of luck.

lkillen

Thanks for you advise. I will follow through with such advise on Monday. I knew not where to find a rating on them as a vendor. I guess I am a neophyte to such things.

lkillen

Well the story goes on. I just paid $91.49 to have my iPaq returned to me broken. Now where do you think I stand with HP?

seezzer

Originally Posted by lkillen

Well the story goes on. I just paid $91.49 to have my iPaq returned to me broken. Now where do you think I stand with HP?

don't you buy a carepack with the order of your PDA? I guess you did, and from now it's not yet delivered ...

so as soon as you have it and registrered it online, you may use it to get a new PDA under the carepack warranty.

lkillen

I am not sure what you mean. I purchased the extended warranty from my place of purchase. I actually suggested to technical support that I buy the top of the line warranty when the issue first arose simply to increase the speed of the turn-around. She recommend I just send it in under the normal warranty since it would easily be repaired in the time I said was critical. Little did I know.

rob1303

Just my $0.02c - but shouldn't you be following this up with PCMall (and possibly your credit card company if you get no joy from PCMall) as from what you have told us they sold you a device that had been previously opened? - ie - not what you paid for

__________________
Regards

Rob

abb1

To me it seems that your beef is with PC Mall. If they sold you an extended warranty, then it is at store level and they should take care of it for you. That is the way it worked for me with every extended warranty that I have ever purchased. Talk to PC Mall and tell them you got the extended warranty and that the unit no longer works. They should just replace it or send it out for repairs.

own6volvos

I just would like to point out a 3rd party warranty is a horrible idea on almost anything. You never get the support you need since you can't get access to a specialized tech, and sometimes you end up spending more.

If my hx2755 turns out to be a keeper I am springing for the 3 year next day exchange service direct through HP. Just helps speed up turn arounds.

mobi1

Hi,

First, let me say that as a Technician, I have had a triste or two with
the worthless support at HP, YOU DO REALIZE, that when speaking with
HP OR COMPAQ tech support, you are not speaking to them.. you are speaking with their contracted support desk.. MCI... YES..THE M.C.I..... This is why it is so pitifull...

you have certian legal rights under the warranty laws of your state,
look them up, excercise them thru a call to the HP LEGAL DEPT, a threat of
a class action lawsuit agianst them for the abandonment of their warranty
and offer that the subsiquent national media coverage will just about ruin their stock price... and they know it !

REMEMBER..THEIR SUPPORT SUCKS.. AND THEY KNOW IT TOO...THEY INTENDED IT BE THAT WAY...quality costs more...

Now.. the first thing you need to do is call their corporate offices... i will past the number below, dont take any crap off the operator, demand to be connnected to the VP of customer service's office. They will try to brush you off...DONT LET THEM...DEMAND TO SPEAK TO THE VICE PRESIDENT OF CUSTOMER SERVICE...
What you will most likely get is the secret team every major corporation has to keep people like you from getting jerks like them fired when the vp finds out the truth... its called THE EXECUTIVE ESCLATION TEAM, OR GROUP,
they will do anything to make you happy if you threaten to not give up untill you get ahold of the VP and make their lives miserable...
YOU WILL GET A NEW 4700 out of them if you persist with them on the call,
DO NOT..LET THEM CALL YOU BACK.. STAND YOUR GROUND AND DEMAND
TO SPEAK TO THE VP OR THE ESCLATION TEAM... and after you tell them your story, tell them if you dont get a new 4700 from them immediatly that your going to have your attorney file a CLASS ACTION LITIGATION agianst them...and your going to SMEAR THEIR BAD ACTIONS AGIANST YOU ALL OVER THE INTERNET.....
Hewlett-Packard Company
3000 Hanover Street
Palo Alto, CA 94304-1185 USA

Phone: (650) 857-1501
Fax: (650) 857-5518

trust me... this may seem extreem to some weenies out there...but this is the ONLY WAY TO WIN HERE...

i wish you luck.. let us know how you do !

mobi1

I just had a discussion with Carly Forina, she is the Head of HP, I think that we should see something positive come out of this soon. I will await her response
and pass it along to you.

own6volvos

Originally Posted by mobi1

Hi, First, let me say that as a Technician, I have had a triste or two with the worthless support at HP, YOU DO REALIZE, that when speaking with HP OR COMPAQ tech support, you are not speaking to them.. you are speaking with their contracted support desk.. MCI... YES..THE M.C.I..... This is why it is so pitifull... you have certian legal rights under the warranty laws of your state, look them up, excercise them thru a call to the HP LEGAL DEPT, a threat of a class action lawsuit agianst them for the abandonment of their warranty and offer that the subsiquent national media coverage will just about ruin their stock price... and they know it ! REMEMBER..THEIR SUPPORT SUCKS.. AND THEY KNOW IT TOO...THEY INTENDED IT BE THAT WAY...quality costs more... Now.. the first thing you need to do is call their corporate offices... i will past the number below, dont take any crap off the operator, demand to be connnected to the VP of customer service's office. They will try to brush you off...DONT LET THEM...DEMAND TO SPEAK TO THE VICE PRESIDENT OF CUSTOMER SERVICE... What you will most likely get is the secret team every major corporation has to keep people like you from getting jerks like them fired when the vp finds out the truth... its called THE EXECUTIVE ESCLATION TEAM, OR GROUP, they will do anything to make you happy if you threaten to not give up untill you get ahold of the VP and make their lives miserable... YOU WILL GET A NEW 4700 out of them if you persist with them on the call, DO NOT..LET THEM CALL YOU BACK.. STAND YOUR GROUND AND DEMAND TO SPEAK TO THE VP OR THE ESCLATION TEAM... and after you tell them your story, tell them if you dont get a new 4700 from them immediatly that your going to have your attorney file a CLASS ACTION LITIGATION agianst them...and your going to SMEAR THEIR BAD ACTIONS AGIANST YOU ALL OVER THE INTERNET..... Hewlett-Packard Company 3000 Hanover Street Palo Alto, CA 94304-1185 USA Phone: (650) 857-1501 Fax: (650) 857-5518 trust me... this may seem extreem to some weenies out there...but this is the ONLY WAY TO WIN HERE... i wish you luck.. let us know how you do !

If he bought off a bad retailer, and bought a NON-HP extended warranty, which got him a bad product, how is this HP's fault? You seem to be blaming this all on HP as if it was them that sold the product to him. HP did not. A company called PCmall.com did.

If the item was tampered with, which this entire thing revolves around, either he did it, or PCmall.com sold a used/bad product.

HP and Compaq along with Toshiba have been godly compared to the depths of hell you need to go through to get service from Dell. Stop making this HP's fault for saying the item was tampered with, when it could have very well been a bad product he was sent.

abb1

Originally Posted by own6volvos

If my hx2755 turns out to be a keeper I am springing for the 3 year next day exchange service direct through HP. Just helps speed up turn arounds.

DON'T DO IT!!! Their next day exchange service with HP are all refurbs!!! In other words, your $799 Ipaq breaks, and the next day they send you someone elses junk! I was going to get that warranty service, but before spending $95 on it, I talked to HP and they said that the items that they ship are refurbished items. I would never, and will never get anything refurbished as they are rushed and are seldomly properly fixed. Again, you are spending $95 so that in case your 2755 dies, then they will send you their junk with a smile