HP

My name is Carolyn Schaufele

My case number is:[protected]

I called HP Customer Services yesterday and spoke with Florance. She was not very polite. She had a bad attitude and could careless about the problem I was having getting the defective card replaced in my computer.

I told her that I wanted my computer fixed, because they sold the computer to me with a defective card in it, she was not very nice.

I was told that the warranty had expired on September 1, 2009. I have been trying for two months to get answers about how to get the defective card replaced. FLORANCE told me I was sent a email about the problem and she could not help me. I never received an email, and I told her that. She said the warrenty had expired and that was that. FLORANCE was rude throughout the whole conversation.

HP's customer services was of no help to me. I would like someone to fax [protected]) me information as to who I could talk to, to get help with the defective card in my computer and sold to me. HP sold me the computer with the defective card, so they should replace the card.

Sincerely,

Carolyn Schaufele

Redemption code no. - spedfwa5cx
I have purchased the hp m1005 laser jet printer from the hp dealer with the assurance that after filling some requirements procedure i. E. {sending the draft of rs.250 / - in favor of integrated solutions pvt ltd, nehru place, new delhi along with the photocopy of the original bill/original sticker of the product serial no and redemption code} you may get the hp promotion gift.

But I have not received any acknowledgment either from the company about my draft any the gift product since more than 6 month has elapsed. I am very fad up of this whole things and fell got cheated. But I not leave the company in this way I have full documents with me and penalized the company in the criminal and as well as consumer court.

Caution! Ink cartridge rip-off!

If you refill your own ink cartridges & hellip; "beware!"

Regardless, if you purchase a cheap, moderately or high priced printer... & ldquo;keep in mind” to thoroughly check out the costs of all the cartridges for that specific printer before you purchase it! If they don’t sell all the cartridges or can’t find out the costs or the availability, don’t buy it!

To trick the customer they will offer 2 & ndash; different black cartridges and 2 & ndash; different color cartridges.

The reason why they are doing this is to trick you and rip you off!

Here’s how they are doing it & hellip;

The hp 60 black cartridge - is reasonable priced, (Around $14.00) leading you to believe that they have finally, come to their senses by lowering the price, but you cannot refill it and it runs out very quickly therefore, forcing you to buy cartridge after cartridge because, you can’t find the hp 60xl!

What they fail to disclose is in order for you to be able to refill your own cartridges you have to purchase the:

Hp 60xl black cartridge & ndash; which runs around $35.00 and very hard to find! Again, running out of ink very fast!

Which, leads me to believe that they have made changes to the & ldquo;options” that you can select from & ldquo;draft print” (Which, use to save a lot of ink) to & ldquo;fast/economical print” that now is suspected to use the same amount of ink as the & ldquo;normal print!?”

Hp purports and devices these types of scams, to further trick and decieve their own loyal customer base and continue to fill their deep pockets…

Which I have a problem with & hellip;.

Stand up and speak up against these companies that are obviously, stupid enough to believe that their customers will never be smart enough to figure out they are being ripped-off more now, than ever before!

I purchased this computer at Best Buy on 11/22/07. About 6 months later the hard drive died and I paid for a new one. Then, on 11/27/08, the motherboard died. Naturally, the one year warranty had expired a few days earlier. I contacted HP to let them know about the problems I had encountered with this computer.
They wrote back: "Unfortunately you had issue with the motherboard after the warranty expired. Well, I would like to inform you that this is not the manufacturing defects, because HP provide for every product standard one year factory warranty. If it is manufacturing defect of motherboard it will appear when you purchase of this notebook with in one month."
I've been told that motherboards can die at any time. For the "total care" support to say it would have happened within one month of purchase was an exercise in creative customer service writing aka bull. This notebook was a big waste of money.

I have an HP Pavillion notebook. The wireless on it failed and after some research I discovered it was recalled. I sent my otherwise absolutely immaculate notebook to HP for authorized free replacement of the motherboard. I sent it to them in the box they provided, using the packing materials they provided.
I called to check the status of my repair after five days passed. I was then told that the motherboard was replaced at no charge but I would have to pay for the other necessary repairs to the "LCD Screen", hinges and bezel. They claim to have photos of the damage that was noticed while unpacking the box. I have yet to see these photos and have not received my computer back from them yet. There is NO possible way that I sent them a damaged computer, yet when they took it out of the box the bezel assembly was missing from it... WHAT?
I truly believe this is a scam by HP. They replaced the known defective motherboard and then tried to scam other repairs out of me.

On May 27, 2007 we purchased an HP Pavilion Notebook PC DV;it came with a full one year manufacturer's warranty; additionally, we purchased an Accidental Damage Protection Warranty for $99.99 which was supposed to cover accidental breakage & provide an emergency replacement Notebook PC; on Dec 28, 2007, the laptop stopped working; it would not power on; we purchased a new battery from HP for $300; we replaced the battery; it would still not power on; we contacted HP Customer Service on Jan 7, 2008 for help; we were told that the laptop was under warranty, both the manufacturer's warranty as well as the additional Accidental Damage Protection Warranty we purchased. We returned the laptop to HP via Federal Express to their repair center in Houston, TX, using packaging material sent to us by HP; The Federal Express office indicated that the packaging was adequate for shipment when I dropped the laptop at their Cheyenne, WY facility; when the laptop was received at HP's repair center, the display screen was broken; HP did not notify us of the damage to the laptop, nor did they make a claim against the carrier Federal Express; regradless, the damaged screen should have been covered under the Accidental Damage Protection Warranty we purchased in addition to the manufacturer's warranty; on February 5, 2008 HP demanded that we pay an additional $738 to repair the damaged screen on the laptop; we spoke to at least 3 individuals @ HP Customer Service in India, who had limited English language skills & comprehension; they showed no record of the additional warranty nor would they provide any help; I spoke to a HP Case Manager in Seattle, WA, who promised to resolve the situation & repair the laptop under warranty; the laptop was returned from HP to us on February 14, 2008, saying it was returned because we refused to pay for the repair; I again called the HP case MAnager in Seatlle, WA on February 214, 2008, & got an apology; I was again told that the computer was indeed covered under the manufacturer's warranty & the additional warranty we purchased, & it would be repared at no charge; on February 18, 2008, I again returned the laptop to HP for repair, using packaging provided by HP; the unit was sent back to the HP repair center in Houston, TX; on March 4, 2008, we received an e-mail from HP Customer Service saying, again, that we owed $738 to repair the laptop; when we questioned the HP rep, in India, with limited English skills, we were again told they HP had no record of the Accidental Damage Protection Warranty that we purchased; we were told if we did not give them a credit card number to charge the repair to the laptop wss being shipped back to us; my complaint is this: we bought his laptop in good faith, directly from Hewlett Packard; we have written confirmation that we not inly have a one year manufacturer's warranty, but we also have wrotten conformation that we purchased an additional Accidental Damage Protection Warranty, which was supposed to cover accidetal breakage; HP claims not to have any record of this warranty but we received confirmation directly from them that we purchased it; how can a International Company be allowed to charge sutomers for warranties they don't honeor? why do we have to constantly talk to people that don't understand English? its now been three months that we're trying to get this laptop fixed, & HP is going to string us out until May 27, 2008, when the warranties expire; if I stop payment on the computer I'll have my credit rating ruined.

Dear Friends,

I really agree with the complaints listed above.I am a unhappy customer of HP lap tops.I bought one of the Hp Pavillion dv5000 from Oman.Once i came back from Oman my laptop started having problem like all sorts now ended like keeping as paper weight.My father also bought one Compaq nc6000 came from same company, surprisingly the thing also got the problem of restarting and now its not functional.The other interesting fact is that we have to claim the AMC from the nation of purchase...so funny for that i think i have to be an Omani sitizen.There is no proper reply from the so...called authorised suppliers...I think...international brand with nationalized support teammmm...I got only one think to say to all...NEVER EVER GO FOR PURCHASE OF HP LAPTOPS...IT WILL MAKE YOU END UP IN TROUBLE AND LOSS OF MONEY.

I bought my Pavilion dv6000 laptop in Septmeber 2007. Liked it alot until about a year and a half, then started having peculiar issues with it just shutting down, not wanting to boot etc. I called in on multiple occasions only to go through the same old scripted routine. I explained to them thatI was a computer tech for 30 years and knew this to be a motherboard problem. As it turned out my machine was covered under a special "Warranty Enhancement Program" because they had known issues with this machine. Finally my laptop quit altogether and they had me send it in to be fixed under the special warranty. Several days later I get a call stating that my laptop exhibited signs of water damage and is the warranty is void. They said the repair would be over $700.00. I tolld them that I hadn't even paid that much for it and that the machine had never been exposed to water. They told me that they had pictures and that if I was really a tech that I could see it for myself when I got it back. I then talked to a supervisor. I explained to him that I was instructed to send the machine in under the special warranty and I wanted them to live up to their end of the agreement. He said that he would have them fix the items under the warranty but if there were any other problems it would not be covered. They promptly sent the laptop back to me. When I went ot power it up it would not power up. It would when it left me, so I got the manual and took it apart. There was no sign of water damage in the unit and they had left numerous cables unplugged when they put it back together. I am disappointed with this level of service and feel that they just looked for any reason to not honor their warranty. I ordered a motherboard on ebay and now the computer works perfectly. I will never buy another HP Computer again.

I bought my laptop in march of 2007 and had to return it for the mother board to be replaced in Nov of 2007..they returned my computer in feb. of 2008...had the same problem with the wireless port not working again in december of 2008 and called hp for them to tell me that the warranty ran out.. later on the power cord stop working and then black screen when computer starts up. took my computer to the repair shop to find out that there was a recall on my computer because of the same problems I've had and that if you have the problem within two years of purchase they should replace the motherboard again.. Called hp and ask why they did not tell me that there was a recall when i called in Dec of 2008. All they can say is that they cannot find any record of my problem in Dec 2008 and that the warranty expired in 04/09... Spoke to several people mainly from India and it seems as if they are reading from a script because all they can say is that i should have gone on the website to see the recall. Isn't that shady?

Purchased laptop in Panama February 2009 for the purpose of assisting me to navigate across the Pacific Ocean to Australia. Before we were half way across the Pacific, the notebook failed. Sought to contact HP via email, no response, and again many times no response. I took it to French Polonesia, then Samoa, HP resellers, both advised the system board had failed, offered the view that the notebook should be repalced by HP as it was very new and in their experience were the system board to be replaced the laptop would not perform reliably. Neither could assist with warranty.
Navigation across Ocean, demands reliability of computer equipment not just to know where you are or are going but also for critical weather forecasts.
Took it to a HP reseller in Fiji. Here support was offered and the laptop was delivered to HP repair facility. Again the system board was diagnosed as having failed.
Again we were advised to press for a new repalcement laptop. This time the complaint was properly acknowledged by HP and given the case number [protected] log number 1344. Its been three weeks, and despite promises, no one will tell me whether I will get a new laptop if it will be repaired or even if I get it back!
As a visitor to Fiji I can stay only a few more days.
The lap top was delivered to the fiji waranty assessement place 6 months after purchase, but had already been unable to power up for more then 3 months.
It is my experience, that HP warranty people simply dont care, any one considering the purchase of a HP product would be well advised to NOT believe the promises in the warranty information handed to them.
Chris Kleiss

I registered my laptop with HP but was not notified that there was a Hinge Recall but because my hinge was giving trouble I googled it and found the recall.

I called HP March 2009 and after some trouble they sent me the WARRANTY ACCEPTANCE email below:

Customer Service Order Number: UTC153-01
CSO Placement Date: 03/17/2009
Model Number: EZ345AV
Model Description: HP PAVILION NOTEBOOK PC DV
Serial Number: CNF7061TB4
Part Number: N/A
Part Description:
You selected the following Hewlett-Packard Hardware Support Service for your product:
BOX PLUS PICKUP & REPAIR, 1 DAY SHIPPING
Warranty Status: In Warranty
Total charge (including tax, if applicable): $0.00
Payment Method: No Payment

I was overseas for a couple of months and when I returned I found a box from HP. About 10 days later I had to travel again and I didn't have time to backup my laptop and install all of the programs onto another computer. So, it had to wait until I got back. By the time I did get a replacement notebook and load all of my software and data so I could continue to work it was June 2009 which is when I shipped my notebook to HP Service.

On 14 July 2009 I received the following email:

From: [protected]@MAIL.SUPPORT.HP.COM [mailto:[protected]@MAIL.SUPPORT.HP.COM]
Sent: Tuesday, 14 July 2009 12:27 AM
To: xxxxxxxxxxxxxxxxxxx
Subject: HP CRM-CSO#UTC153-02
Hello xxxxxxxxxx,
Your file has been brought to the attention of the Hewlett-Packard Customer Relations Management Department and we would like to speak with you as soon as possible to discuss a solution to your service order.
Office Hours: 6:00am - 6:00pm PST Monday-Friday
Contact number: [protected].
Please reference Service Ticket Number: [protected]
We look forward to your call and an available customer relations manager will be able to assist you.
Thank you for your time.
Best Regards,
HP Customer Relations Management Department
TEL: [protected]
PLEASE CONTACT OUR DEPARTMENT VIA TELEPHONE
PLEASE DO NOT REPLY TO THIS EMAIL

I rang HP and was told that because my notebook was received and processed after 1 July 2009 HP would not repair it as they claimed that the hinge recall had expired. I explained that I had registered before the end of the recall but HP would not budge and they shipped my unrepaired notebook back to me.

So, HP is not reasonable and, in my view, their customer service STINKS! - it seems to be all about HP and not about the customer or what is right.

Can anyone help me get HP to do what is right?

John

Dear Sir/Madam,

Greetings!

Thank you for offering to register this service related grievance issue that I have against HP. Let me place the facts of my case before you for your kind examination.

Subject of the Service Grievance issue: No Redemtion of free gift offer on purchase of HP Pavilion Laptop even after 6 months have elapsed

I had purchased a HP product more than six months back, the details of which are listed below:

Product Details:

Product Type: HP Pavilion dv5-1104tu Entertainment Notebook PC

Model: dv5-1104tu

Serial No.: CNF85213PV

Product No.: FZ730PA#ACJ

Product Purchase Date: 13/02/2009

Please find attached a scanned copy of the sticker containing the Bar Coded product serial number which was pasted on the cardboard packaging of my HP Pavilion product (Filename: Product Details.jpg).

Since I am based in Goa, I purchased the above product from a HP authorised dealer in Goa; the dealer's details follow:

HP Authorized Dealer Details:

Dealer Name: Kedar Mapsekar

Shop Name: Login Systems

Shop Address: Shop No. 5, Ground Floor, Apna Bazaar, Laxmi Narayan Bldg., Margao - Goa 403601

Dealer E-mail Address: [protected]@yahoo.com

Dealer Contact Number: [protected] (O), [protected] (M).

Product Purchase Details:

Invoice No.: 2318

Invoice Date: 13/02/2009

Please find attached a scanned copy of the Invoice (Filename: Invoice.jpg).

My name and address follow:

Customer Details:

Customer Name: Gerald Baptista

Customer Address: 737, Fradilem, Navelim, Salcete - Goa 403 707

Customer Contact No: [protected]

At that time, there was a free gift offer available on the purchase of HP laptops. A customer could choose between a Philips 5.1 Home theatre or a Kodak 9.2 Mega Pixel Camera. The fact of the matter was that I was initially inclined to purchase a laptop from a competing brand, but HP's free gift offer was very tempting and unfortunately tilted my decision in favour of it. And so I made the purchase and decided to opt for the following gift offer:

Gift Offer Availed: Philips 5.1 Home Theatre (Model No. DSP2200) worth Rs. 10500 (Includes DVD Player with 5.1 output and remote + 5.1 Speaker System)

In order to avail the offer, a customer had to register the purchased product on their Redemptions Web page and dispatch a cheque/DD for Rs. 1499/- towards handling charges along with other necessary documents. As I was unable to do the same due to my busy work schedule, my dealer offered to register the product for me and also dispatch the cheque and other documents. On registering the product before the expiry date, he obtained the following Redemption Code:

Redemption Code: QQVDONDACZ

My dealer also drew a cheque on his own account, and dispatched it to HP Redemptions Cell; the details of the cheque are as follows:

Cheque Date: 13/02/2009

Cheque No.: 132679

Drawn on: Kotak Mahindra Bank, Margao - Goa

Payee Name: Solutions Integrated Marketing Services Pvt Ltd

Cheque Amount: 1, 499/-

Please find attached a scanned copy of the Cheque that was dispatched to HP (Filename: Cheque.jpg).

My dealer later informed me that the cheque was cleared by his Bank and the amount deducted from his account.

Also, since I was residing in a remote area which could cause problems for the courier to deliver the gift, my HP dealer offered to provide his shop address as the delivery address for the gift.

Well, it has been more than 6 months since all this transpired, but there has been no sign of the gift.

To make matters worse, when I e-mailed [protected]@solutions-intg.com on the 20th of July 2009 asking about my gift, they replied back with the following text:

"We would like to update that we have received multiple claims with the similar contact details; hence the claims were put under audit as per the criteria set by HP. During the audit process, the claim has been identified as a non end customer claim. Since the offer got ended in March 2009, we are not in a position to hold the DD at our end for longer. Hence the DD will be returned back."

When I refuted their claim, they replied with the following text:

"With reference to your mail, we would like to inform you that we would be requiring an Approval from the concerned HP Personnel for the processing of the below mentioned claim. Hence, we request you to kindly contact the Dealer or the Local HP Representative for the same."

So I contacted my dealer who e-mailed Mr. Sachin Saini, ASM - HP, with the facts of the case. Mr. Sachin emails my dealer with the following reply on the 31st July 2009:

"I will take up the issue to get the same cleared on priority. Already discussed with Abhijit he is carrying stock issue nationally."

And so I thought that my problem was resolved. However, more than a month has gone by since this discourse and still there is no sign of the gift.

Thereafter, I sent 2 more e-mails to [protected]@solutions-intg.com, but they never bothered to reply. I then wrote to Mr. Sachin Saini a couple more times; neither did he bother to respond.

Out of frustration, I sent a complaint to a Contact HP link on their Redemptions Web page, which was favourably responded to by a Ms. Vandana Bhardwaj, HP India Sales Pvt. Ltd, who in turn got in touch with Ms. Neha Sehgal, Program Executive, M/s. Solutions.

Ms. Neha Sehgal responds with the following text:

"We would like to update that we have received multiple claims with the similar contact details; hence the claims were put under audit as per the criteria set by HP. During the audit process, the claim has been identified as non end customer claim. Hence, the claim has been rejected."

Finally, I contacted my dealer again who requested me to get in touch with in.[protected]@hp.com. I wrote to them yesterday; now let's see whether they respond.

The fact of the matter is that it was my dealer who laid a stake to the claim on my behalf as I have a very strict work schedule and was not able to do the same. HP, without verifying the case or even bothering to contact me, have rejected the case stating that there were multiple claims with the same contact details. Does HP have any ground to do so? Aren't they simply looking for an excuse to avoid redeeming the gift in order to make a saving?

I believe HP is playing cheat on their customers by offering such attractive promotional offers in order to sell their products. As a last resort, I am now filing this complaint with your ConsumerComplaints.in so that some strict action can be taken against HP for cheating on its customers.

Hoping that this issue will be resolved soon through your mediation. Kindly publish the facts of this case so that others are made aware of HP's fraudulent promotional offers and are not taken for a ride like the way I was.

Also, please let me know what action I can take against HP for failing to keep their promise. Since I have been cheated, can I claim a full refund of the amount paid towards the laptop besides some compensation?

Kindly let me know whether you need any other details for verifying my case.

Thank you.

Regards,

Gerald Baptista.

I purchased an HP Pavillion for around $600.00 in 2007. After just a few months of using it, it essentially froze and shut down with an error message stating the difficulty was caused by an unrecoverable hardware problem. Under warranty it was returned for repair TWICE, first in May 2008. HP returned it with the CPU power supply repaired. Then almost immediately after reconnecting it, the same error message and shut down problems were experienced. I returned it again in July and it came back with, the hard drive rebuilt. I reloaded my files and used it but within 1-2 months it would not shut down. It would only go to sleeep. We had to manually shut it down. Then it wouldn't come on. I contacted HP who said it sounds like an operating system problem. Of course I didn't receive recovery disks with the original shipment of it, and since by now the computer was out of warranty, I had to pay an additional $22.00 for recovery disks. These disks could not successfully load as attempted by my IT rep, so I spent nearly an hour on the phone with HP who walked me through every attempt to successfuly load the OS possible. They concluded that the disks weren't loading likley because of a hardware problem. NOW with the computer out of warranty HP wants me to send it in for $260-$300.00 repair to reinstall the operating system.

I have never experienced such disinterest in customer satisfaction EVER. All this stress, expense, downtime in just over 2 years on a NEW computer. I will NOT EVER recommend Hewlitt Packard ANYTHING to anyone.

Like many of the complaints in this forum, I, too purchased a brand-new dv6000se Media Center Edition from Best Buy (with their two-year service plan) about a month after it was released (according to the sales person). I am VERY particular about maintaining my computers, as I know how finicky they can be. I have CCleaner (ccleaner.com- excellent FREE product) which I run approx 3 times a day (more with extended internet surfing), and disk cleanup, remove non-essential progs, defrag, etc. at least every other day. It worked well for the first 8 months or so with *normal* web browsing, word processing, paid P2P file-sharing, and picture storage. Then, the wireless card stopped working. All internal indications (according to the device manager) said it was installed correctly and working fine, however the external light on the actual card had turned from blue to red. After re-installing the driver, etc., etc., HP finally sent me a box to send it in, telling me I didn't even need to go into Best Buy.
After approx a month, I got it back from HP. It still didn't work, and at this time the speakers had stopped working, too. I thought this to be a completely separate issue and consulted the device manager- and again, all indications were that hardware and software were both correctly installed and working fine.
Oh- one more thing that I have not read in anybody else's complaints about this computer yet; the scrolling 'wheel' device on the right side of the mouse pad stopped working as well. That was the least of my worries, however.
I took the computer directly to Best Buy this time and the "Geek Squad Agents" didn't even try to tinker with it and told me it would be about 3-4 weeks until I got it back. 7 weeks later, I got it back with a new wireless card and new speakers, both working fine. In all the frustration, I completely forgot to tell them about the scrolling 'wheel' device, so it had not been fixed...but like I said, that was the least of my worries.
Then, sometime later, the wireless card went out again with all the same signs and symptoms. Lucky me- my service plan was still in effect. Another 7 weeks without my computer. I had gotten used to not using the scrolling wheel on my computer so again, I completely forgot to tell them about it.
Wouldn't you know, it happend a third time. I thought to myslef that this was a "Lemon Law" candidate if I ever saw one, but then learned there had to be three COMPLETED repairs and the FOURTH instance was the qualifier. Ridonkulus. Long(er) story short, my service plan expired two weeks before I took it back to Best Buy who would not bend the rules in light of all that I had been through with one of their "best computers" and their service plan. I guess it paid for itself with the two repairs I did get out of them, but I really wish it would have covered a replacement, as I now have a computer that is inordinately slow, has a really short battery life, the scroll 'wheel' doesn't work, wireless card doesn't work, and now the hard drive intermittently says that it is full, and the unit gets extremely hot. Basically, it's stuck in paperweight mode. Thanks HP and Best Buy.

http://www.hpplasmalawsuit.info/

I purchased an HP Plasma TV with a known defective part. Upon failure this TV display goes blank. The product should have been pulled off the shelves before my purchase.

I have learned I am one of many consumers who was sold a product that was known to be defective. A plasma TV that has a defective board which upon failure displays a blank screen

my hp office jet 3608 was pruchasde by me on 24th sep. 08 and insipte of no rough usage of it it has stoped working recently and despite of continous complaint no action has been taken i request to please do take actions as quick as possible my recent complaint letter no. was [protected] and i was given an address R.T outsourcing servies ltd. shop no.6, 6A.shilp tower pv marg opp union bank of india behind deepak cinema.elphiston west mumbai.there i submitted all details and i was told that an approval will be sent soon and i will soon get a replacement.But till date there is no replacements and my phone bill is instead rising, if such is ur services i guess it was my biggest mistake to buy an hp product.so i request your kind side to please get me a hp printer replacement as soon as possible as my warranty period is going to over by 23rd sep. 09'
hoping to get a replacement soon,
DEEPAK.G.PARDESHI
{[protected]}

I got brand new laptop hp pavilion dv6 1110 ax entertainment notebook and my webcam is not working i tried every thing hp online help spending sleepless night uploading drivers and nothing worked i got the reply from the hp online help that take your laptop to the service center and i did that and the technician from the service center also tried every thing update the drivers and later he told me that its a defected laptop and they have to change the front panel of the laptop and for that i will have to keep my laptop for tow days. . . I am so upset with the hp i am the one who is in loss i did a mistake buying hp laptop its a brand new laptop how can i allow it to repair. . . Hp sold me sold me defected laptop it is hp's duty to replaces it not repair it. . . I work online. . . I am a small time trader. . . N i am facing this problem who will help me hp or god

We purchased an extended service warranty called HP House Call which was supposed to provide in home repair if the problem was unable to be resolved remotely. However, over a 3 or 4 day period of jumping through hoops which included 3 different kinds of system restore, system hardware scans, etc. I was repeated ly refused connection with in-home tech and was told that there is no warranty for in home support. Even after I read them what it said on the internet, they denied me service. I ended up having to sent the computer in because I had no other choice. I filed a formal complaint but even tho' I supposedly got the right person, he was unable to tell me whether or not I was entitled to in-home support. I also read to him the promise made on the HP website, but he said he'd have to look into it. He said to make me happy he would credit my bank card the amount and continue the coverage but I'm not holding my breath. This should be illegal to promise something yet withhold it when it's needed.