We're done with Hewlett Packard

Our rather expensive digital camera ceased working, so I wrote to tech support to inquire about warranty service.

“Your camera’s warranty is expired,” they said.

I thought that was a little odd, as it’s relatively new. I also distinctly recall the store telling me that this was a good camera to buy because it had a good warranty. And it was good because it was an HP.

So I scoured my files and triumphantly came up with my receipt from 9 months ago. I also found the warranty book that goes along with it. Glanced inside and noted in the fine print something that says “one year”. I didn’t look any further… I just replied back.

Here was the reply (yes – the English really IS that bad…)

I would like to share this that M425 camera will have only 90 days warranty.

I have personally just verified the warranty status of your Photosmart camera and I regret to inform you that the warranty status expired. Else I would have been initiated the replacement camera for you.

I went out and found the little warranty book. Under the light, with a strong magnifier (I believe the font is Arial 4. Tiny.) I read that if we were in Europe, the Middle East, or Africa we would be eligible for a 1-year warranty. However, here in the Good Old USA, we only get 90 days. (Are we not good enough?)

The bottom line is that HP is trying to SELL me a new camera at a discounted price. Isn’t that interesting?

I was already fed up with HP over previous tech support calls where I’ve gotten fed up enough that I’ve hung up on them because their employees do not speak basic English, let alone technical English. Please understand, dear readers, that I am not at all prejudiced and this is not an immigrations or an outsourcing-to-other-countries rant – I just want to be able to call somebody up, explain my problem clearly, and get a clear answer. If I have to explain simple vocabulary like “keyboard” or “screen” … this person does not have any business being on the telephone.

I also dealt with HP tech support a ways back and decided that my next computer was not likely to be an HP when I had to work the employee through the preliminary steps to resolving MY technical problem. I was the one calling for help, and I knew more about Windows than they did. Errr….

I have written back to HP with a copy of this blog post. I doubt seriously that they will resolve the matter. Whatever reason they have for discriminating against Americans, I’m sure they’re going to continue. At least they will know that there’s an unhappy customer out here, telling other prospective customers to shop elsewhere.

*originally published at kathisharpe.wordpress.com

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