hp messing me about.........

magoogy

i ordered a laptop on 12/06/09 through choice catalogue

im not sure what date i received it though......

the laptop began showing on 11th that it needed its battery changing........i phoned hp and now the games begin;

hp said it was no longer in warranty - i argued it was......

they demanded proof...after lots of toing and froing they agreed for me to email them the statement showing the date it was ordered...

this was done on 11th at 2.20pm.....

i received a generated email back saying the email would be forwarded to the appropriate department and someone would get back to me on the number provided within 1 working day.....

phoned yesterday (14th) as not heard anything....was told to phone back today......

just phoned back and they are now saying there is no record of any conversation and no email received...the laptop is out of warranty and nothing can be done..........

i phoned the catalogue to see if they could help and as my account is in arrears they said they wont.......im only behind 2 payments as my payment dates got changed and im struggling a bit....the catalogue wont even tell me the date the laptop was sent to me? not sure why...

i do have additional 2yr cover but that doesnt cover for the battery......

am wondering if there is a reason the laptop is showing out of warranty on the 11th when it was only ordered on the 12th - would itve been stood in a warehouse for months or something and they class this as being sold (if you know what i mean?)........

can anyone help me sort this mess out please?

thanks

JasX

Assuming its the CMOS battery have you considered expending the £2 odd a replacement is likely to cost and replacing it yourself?

if you provide more information on where you are getting messages the battery needs changing, what problems this is causing and what model the laptop is someone can probably google the service manual for you and determine how difficult changing it is.

Donnie

If you sent them an email on the 11th, it should be in your Sent box. If it's there take a screenshot and send it to them. That will prove that you sent it.
Batteries aren't usually covered under the same warranty as the laptop, as they do lose their ability to hold their charge after a while. A year is a while.
Are you expecting them to give you a new battery or is there actually something wrong with the laptop itself?

fwor

I suspect that your problem may partly be due to the wording of the HP Warranty, which says that the warranty starts "from the date of purchase", so evidence of the date that you placed the order is not really relevant (most companies only consider that a contract has come into effect when the payment is successfully processed).

You really need to find the order paperwork that came with the laptop for a true statement of the date of purchase. The thing that is on your side is that it's reasonable to assume that the purchase date cannot have been prior to the date that you placed the order, so with the right evidence you should be covered Ok. From what I can see, HP original batteries do seem to be covered for a year.

magoogy

;Assuming its the CMOS battery have you considered expending the £2 odd a replacement is likely to cost and replacing it yourself?;

jasx - if it was only a £2 thing yes i wouldnt bother.....

---

right - to clarify - when the laptop boots up the message ;your battery needs changing; comes up......i did a help and support/diagnostic for the battery and it came up showing as faulty and says it is covered under your 1yr warranty that came with your machine so contact your manufacturer...........

fwor - yes - i think its cos they have my laptop as being purchased on the 22nd may - i rephoned them and tried with another assistant who confirmed the date as being 22nd may purchase was made - i then tried a different assistant for the catalogue who told me i did indeed order on 12th june and the expected delivery date was 19th june 09...............i then rang back hp and told them and once again they have got me take screenshot of the statement and email it them......

donnie - i have also took screenshot of the original email and the generated reply........

heres hoping this will get sorted soon...thanks

JasX

Is it this 'HP Battery Check' giving this message:

http://h10025.www1.hp.com/ewfrf/wc/document?lc=en&dlc=en&cc=us&docname=c00625471

Sounds like a gimmick to sell more laptop batteries to me, esp if you're not losing CMOS information pointing to it not being a CMOS battery problem.

Is your battery still charging ok and holding charge? if so I'd suggest disabling/uninstallling this hp battery check gimmick and have the messages go away that way

(PS says in the FAQ normal wearing out of the battery and suggesting replacing it is NOT a warranty issue, and the tool will specifically say if its diagnosed a warranty issue)

tronator

Donnie wrote: »

If you sent them an email on the 11th, it should be in your Sent box. If it's there take a screenshot and send it to them. That will prove that you sent it.

This is not a proof at all. I can create an email with any content and any time stamp and put it in my sent folder. Even if I really wrote this email, it doesn't prove that it left my computer, let alone reached their email server. For such things you should always request a read receipt AND a delivery status notification. Still no 100% proof, but better than an email in your sent folder.

When I call a company, I always ask for the name of the person I'm talking to and make a note of it together with the date and time.

Donnie

tronator wrote: »

This is not a proof at all. I can create an email with any content and any time stamp and put it in my sent folder. Even if I really wrote this email, it doesn't prove that it left my computer, let alone reached their email server. For such things you should always request a read receipt AND a delivery status notification. Still no 100% proof, but better than an email in your sent folder.

When I call a company, I always ask for the name of the person I'm talking to and make a note of it together with the date and time.

I guessed that it was webmail. Either way, I don't think the company would dispute this.