The LCD on my HP notebook is flaking out from repeated abuse (kids, cats, bumps, dings, etc). I have spent the last few hours trying to communicate with someone half a world away who doesn't have a good grasp of English and also doesn't seem able to solve my problem. I purchased this computer last summer, and I also purchased a 3-year accidental death/dismemberment policy (it covers everything - spills, dropping it, fire, broken keys, busted screen, you name it). All of my warranty and purchase information is available in the HP.com support website - I looked it up myself. I ordered this computer directly from HP.com; my order information is also available in their system. This guy is insisting that I have to fax a copy of my proof of purchase to him. I've already sent him my receipt emails, as well as directed him to his own company's website where he can get the information. I have a feeling I am going to have to escalate this up the chain.
What a bummer. I've always used HP notebooks when purchasing for home use. This is the 5th one I've owned. They've all been high-quality, and up to now, customer service has been great too on those rare occasions I've needed a repair.
This is frustrating. I spent 00 on this computer and if I end up having to purchase and replace this LCD myself I'm gonna be really pissed off.
Well, I called HP support directly (the previous attempt was via their online repair service). I generally dislike phoning customer support - the connections are usually staticy, the English is difficult to understand and the wait times are horrendous. Boy was I pleasantly surprised. I spoke with a delightful young woman with a middle-eastern accent who was able to look up my computer via the serial number (something Email Man couldn't do, apparently) and quickly determined that I had the accidental damage coverage and a 3-year extended warranty. 20 minutes on the phone, including the initial on-hold time. They are sending me a shipping box tomorrow so I can send in the computer for repair. It should be back in about a week. I'm gonna have to use my netbook for that week - yikes! Living on a 7-inch screen! On the other hand, the weather next week is supposed to be nice so hopefully I'll be outside much of the time.
glad to hear this, Jas.... but I've felt your initial frustrations many many times..... I usually get so frustrated that I ask to speak to a supervisor... I also have some hearing loss so I use that sometimes as my "excuse" though it is really an issue sometimes trying to decipher what someone w/ a thick accent is saying.... Heck I sometimes have issue w/ English!!