HP Refund Policy

Emrys11

I purchased a Pavilion notebook directly from HP just a little over 6 months ago, however it has been opened only in the past few weeks. My issue is that it has been incredibly sluggish from the get go, and the touchpad is no better. I've contacted HP, expressing my concerns and requested a refund, which they refused, due to their policy only being valid up to 30 days after purchase, and not after first use. I should state that I do not wish to have a replacement, as the camera/video quality is awful.
Regardless of when purchased, I'd except a newly laptop to be fully functional. I'd really appreciate advice on how to take this further.

powerful_Rogue

Emrys11 wrote: »

I purchased a Pavilion notebook directly from HP just a little over 6 months ago, however it has been opened only in the past few weeks. My issue is that it has been incredibly sluggish from the get go, and the touchpad is no better. I've contacted HP, expressing my concerns and requested a refund, which they refused, due to their policy only being valid up to 30 days after purchase, and not after first use. I should state that I do not wish to have a replacement, as the camera/video quality is awful.
Regardless of when purchased, I'd except a newly laptop to be fully functional. I'd really appreciate advice on how to take this further.

Did they offer a repair or replacement?

unholyangel

You say the camera/video quality is awful. That sounds like possibly the goods may just not meet your expectations rather than not conforming to contract.

If they just dont meet your expectations then you have 14 days from day after delivery to inform them of your wish to cancel (and 14 days from cancelling to return the goods) providing the retailer informs you of your right to cancel - if not the 14 days can be extended to either 14 days from when you receive that information or (if the info isnt provided at all) 1 year and 14 days. However I'm sure the last time I ordered from HP, they do comply with the requirements so would likely be 14 days cancellation window.

If the goods dont conform to contract then you can only insist on a refund in the first 30 days. After that you need to allow the retailer one attempt at repairing or replacing (unless it cant be done within a reasonable time and without significant inconvenience) before you have the right to reject for a refund (although if its more than 6 months, not only can they reduce the refund to take into account usage you have had, they can ask you to prove the lack of conformity is inherent in nature).

Sicard

Well, I'm not a tech person but as far as I know a new notebook has to be opened asap otherwise the fairy dust disintergrates and messes up the insides.

alumende27

Probably better for the tech forum, but what is the exact model of the notebook? From memory some of the cheap HP models don't have particularly good specs, so as unholyangel says it may just be your expectations don't match up with the hardware spec.

six months is an awfully long time for a brand new computer to sit around unopened!

shaun_from_Africa

Another thing to check for is unwanted programs running on the laptop.
It's not uncommon for new computers to have all sorts of trial programs and other junk loaded onto it and giving the laptop a good going over can often speed it up a good amount.

Fosterdog

I agree with the above and in my experience HP are one of the worst for pre loading bloatware. Has it been fully updated? Six months is a long time in terms of how many updates it would have missed and will be bottlenecking trying to get it all done at once.

In terms of your original question though, if it is not faulty and as described you have no right to anything from HP. If it us indeed faulty you are entitled to a remedy but if they opt for a repair (most likely) or exchange then you cannot force them to refund you.

Emrys11

Fosterdog wrote: »

I agree with the above and in my experience HP are one of the worst for pre loading bloatware. Has it been fully updated?

Thanks for the advice. It's been fully updated, yet no change unfortunately.

powerful_Rogue wrote: »

Did they offer a repair or replacement?

They offered to repair it. My initial suggestion was a replacement, which they refused, as apparently that would only be possible within the 30 day period after purchasing.

dsdhall wrote: »

Probably better for the tech forum, but what is the exact model of the notebook? From memory some of the cheap HP models don't have particularly good specs, so as unholyangel says it may just be your expectations don't match up with the hardware spec.

six months is an awfully long time for a brand new computer to sit around unopened!

Hello, the model is HP Pavilion 15-au029na. With a SSD, I certainly expected a smooth running laptop.

I agree, but unfortunately I was abroad at the time of delivery and the months thereafter.

Emrys11

unholyangel wrote: »

You say the camera/video quality is awful. That sounds like possibly the goods may just not meet your expectations rather than not conforming to contract.

If they just dont meet your expectations then you have 14 days from day after delivery to inform them of your wish to cancel (and 14 days from cancelling to return the goods) providing the retailer informs you of your right to cancel - if not the 14 days can be extended to either 14 days from when you receive that information or (if the info isnt provided at all) 1 year and 14 days. However I'm sure the last time I ordered from HP, they do comply with the requirements so would likely be 14 days cancellation window.

If the goods dont conform to contract then you can only insist on a refund in the first 30 days. After that you need to allow the retailer one attempt at repairing or replacing (unless it cant be done within a reasonable time and without significant inconvenience) before you have the right to reject for a refund (although if its more than 6 months, not only can they reduce the refund to take into account usage you have had, they can ask you to prove the lack of conformity is inherent in nature).

Thank you, I appreciate the sound advice.
I did my research on the specs prior to purchasing, and in theory this machine should be well functioning in quality and performance. By comparison my old Dell studio with relatively lower specs, certainly surpassed this laptop in the most basic use. I've been given the option for a repair, which I've accepted and will now await the outcome.

I have also been made aware that the one year warranty does in fact begin from the item's first use, and not when first purchased.

alumende27

Emrys11 wrote: »

Hello, the model is HP Pavilion 15-au029na. With a SSD, I certainly expected a smooth running laptop.

Agreed. The specs are reasonable. As others have mentioned they can grind away for a long time after having done a lot of updates, especially if offline for 6 months, and HP does install a lot of cr*p that's superfluous, but them taking it in for a repair sounds like the best you can hope for at this stage.

George_Michael

Emrys11 wrote: »

I have also been made aware that the one year warranty does in fact begin from the item's first use, and not when first purchased.

Are you sure about that?
Every single warranty I've ever come across starts from purchase and not from first use.