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C309a ALL-IN-ONE Printer Fails (3 weeks old) - HP sends WRONG Replacement.
Category: Business
Tags: HP, warranty, terms & conditions
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7/11/2010 4:04 PM (PST)

I own several HP computer and computer related products. They range from hardware to HP's Care Packs which warranty the hardware products beyond their normal manufacturers standard warranty period.

Recently I purchased a C309a all-in-one premium printer. Within 3 weeks it had a hardware failure. I called HP concerning warranty issues. After spending over 2 hours on the phone, HP agreed to replace it with a refurbished unit. They charged me $40 plus to ship it to my home. Upon receipt of the printer to my surprise I received the wrong printer. I called HP and it took another 24 hours and my credit card to have them ship me the correct one. As of right now, the replacement printer for the one that was incorrectly sent the first time has not yet left HP's shipping facility.

My question is this; Does it seem right that I should be getting a refurbished unit and that I had to pay to have the first unit shipped to me plus give them my credit card to correct a mistake they made in replacing the first unit that was under full manufacturer's warranty?

Thx in advance.

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7/12/2010 5:06 PM (PST)

Dean,

It's not a matter of what is right or wrong. Manufacturer warranty terms and conditions are very clear and available before making a purchase. Seldom are shipping costs covered when repairs are necessary and most electronic devices are replaced with refurbished ones.

As far as your credit card issue, you can file a complaint if you feel you were unfairly charged. HP BBB file is handled by the BBB in San Jose CA. Here's the link to their contact us:
http://sanjose.bbb.org/ContactUs.aspx

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