Wei Shang : I was given a service ticket # and I was told twice that I will be getting a call from HP within 24 to 48 hours. But it has been two weeks since my initital contact, and there is not a single call. I would like an status update, please
[An agent will be with you shortly.]
[You are now chatting with Agner S .]
Agner S : Welcome to HP Total Care. My name is Agner. Please give me a few moments while I review your problem description details.
Wei Shang : Sure, thanks.
Agner S : Thank you for the service ticket number.
Agner S : Please give me 5 minutes let me check the status.
Agner S : I have checked the details and see that a service needs to be setup for the computer.
Wei Shang : So why haven’t I received any calls? Am I doing something wrong here? The other two agents seems pretty sure that the call comes in pretty quickly.
Agner S : I apologize for all the inconvenience caused to you.
Agner S : I have checked the details and see that the computer is out of warranty.
Agner S : In order to go ahead and setup a service for the computer, you will be charged for the service.
Wei Shang : OK. Gosh…I thought I convince the last agent that the computer is within the warranty.
Wei Shang : This model of PC S3120N, has defective motherboard, and HP has extended the warranty for all the owners of this PC.
Wei Shang : please check this page.
Wei Shang : http://h10025.www1.hp.com/ewfrf/wc/document?docname=c01514044&lc=en&dlc=en&cc=ca&lang=en&product=3440605
Agner S : May I have the serial number of the computer please?
Wei Shang : The S/N is MX472700X5
Wei Shang : The model # is GC665AAR#ABA
Agner S : Thank you for the information.
Agner S : I will go ahead and setup a service for the computer.
Wei Shang : Please do. Thank you. Does that mean I can skip the phone call part?
Agner S : Yes, we can skip the phone call.
Wei Shang : Thank you very much!
Agner S : In order for me to set up a service request I will need to verify your warranty. Please provide the following information:
Agner S : Shipping Information:
* Name:
* Organization:
* Mailing Address (No P.O. Boxes):
* Apartment/Building/Mailstop:
* City: * State/Providence:
* Zip/Postal Code:
* Country:
* Phone Number (including area code):
* email address:
Agner S : Thank you.
Agner S : Product Information:
* Product Model Number (ex: C1234A):
* Product Serial Number (ex: US12345678):
* Product Purchase Date:
Wei Shang : Model # GC665AAR#ABA
Wei Shang : S/N: MX472700X5
Wei Shang : for the purchase date, do I give you the date which the transaction happened, or the date I received the PC?
Agner S : The date when you purchased the computer.
Wei Shang : Dec 12th, 2007
Agner S : Thank you for the information.
Wei Shang : You are welcome.
Agner S : I have registered the product and see that its a refurbished computer.
Agner S : I would also like to inform you that it is out of warranty.
Agner S : Inorder to setup a service for the computer, you will be charged for it.
Agner S : http://h10025.www1.hp.com/ewfrf/wc/document?docname=c01514044&lc=en&dlc=en&cc=ca&lang=en&product=3440605
Agner S : Please click on the above link to open the webpage.
Wei Shang : Yes, it is. We are still within the 90 + 1 year period? Aren’t we?
Wei Shang : the Hardware Limited Warranty is 90 days .
Wei Shang : plus the one year HP Limited Warranty Service Enhancement
Agner S : Since our database is showing out of warranty, we will not be able to setup a service for the computer without charging for the service.
Agner S : I would like to inform you that warranty of refurbised computer is valid for only 90 days from the date of purchase.
Agner S : Since you purchased the computer on 12th Dec 2007, it is out of the refurbished warranty period.
Wei Shang : Yes, I agree with you that the refurbished warranty period has run out. But the HP Limited Warranty Service Enhancement kicked in after that and it runs out on March 12, 2009.
Wei Shang : Computers experiencing either or both of these symptoms, attributable to the computer’s motherboard, are eligible for this HP Limited Warranty Service Enhancement. This program provides for a motherboard replacement at no charge for 12 months from the date your one-year Hardware Limited Warranty expires or until December 31, 2009, whichever is sooner.
Agner S : Please open the link and it is clearly mentioned that “NOTE: For refurbished computers, the Hardware Limited Warranty may be less than one year.”
Agner S : We will not be able to setup a service for the computer free of cost.
Wei Shang : We are talking about two warranty here.
Agner S : May I know from where did you purchased the 2 years warranty on the computer?
Wei Shang : No. I didn’t purchase the any warranty for the computer.
Wei Shang : HP offers the “HP Limited Warranty Service Enhancement” because HP knows S3120N has a defective motherboard.
Wei Shang : The one year HP Limited Warranty Service Enhancement kicked in after the Hardware Limited Warranty expires.
Agner S : I do understand that we provide motherboard replacement, but for refurbished it is clearly mentioned in notes that ” the Hardware Limited Warranty may be less than one year”.
Agner S : So we will not be able to service the computer free of cost.
Wei Shang : You are missing the point, the hardware limited warranty is not the Limited Warranty Service Enhancement.
Wei Shang : They are two seperate warranty programs, and Limited Warranty Service Enhancement kicks in after hardware limited warranty .
Wei Shang : so for a non-refurb. pc, it has two year warranty, one year from the hardware limited warranty, and another year from Limited Warranty Service Enhancement.
Agner S : Wei, the hardware warranty for refurbished computers is for 90 days from date of purchase and the Limited Warranty Service Enhancement is less than one year.
Wei Shang : For refurbished computers, the Hardware Limited Warranty may be less than one year
Wei Shang : it said the Hardware Limited Warranty is less than a year. not the Limited Warranty Service Enhancement. please take a mininute and read the first paragraph of that page.
Agner S : For refurbished computer, Hardware Limited Warranty is 90 days and Limited Warranty Service Enhancement less than 1 year.
Agner S : I would like to inform you that since the computer is out of warranty, we will not be able to setup a service for the computer, free of cost.
Wei Shang : OK… Let’s do this step by step.. Do you agree what we are talking about two different warranty programs here?
Agner S : Yes.
Wei Shang : Do we agree that the hardware limited warranty, which is often standard warranty for all electronics, is 90 days in my case, since I have the refurb. pc?
Agner S : Yes, correct.
Wei Shang : Do we agree that HP offers the Limited Warranty Service Enhancement for S3120N, and this warranty program, which lasts one year, kicks in after the hardware limited warranty runs out?
Agner S : Please be online with me, while I setup a service and give you the details.
Agner S : Please confirm the zip code of the city.
Wei Shang : Sorry, I don’t know what zip code is in Canada, my area code is 506, and my postal code is E3A0L7.
Agner S : Thank you for the information.
Agner S : Please be online with me.
Agner S : Thank you for being online. I apologize for the delay.
Wei Shang : No problem.
Agner S : We are having some tool issue to setup a service for the computer.
Agner S : I would request you to contact us after 1 hour and provide the session id: and service ticket:, so that we can go ahead and setup a service for the computer.
Wei Shang : so is the warranty issue cleary explained in the ticket? I just don’t want to go through the same thing again.
Agner S : Yes, all you have to do, is provide us with the session id and the service ticket number.
Agner S : The next technician will have the access to the chat session that you had.
Wei Shang : OK. Great. Thank you very much for your help.
Agner S : I apologize for this inconvenience caused to you.
Agner S : Is there any other technical issue I can help you with today?
Wei Shang : No, there is all, I will be back after one hour..Thanks again.
Agner S : You are welcome.
It was nice chatting with you and helping you over the chat session. I really appreciate your patience for working with me.
Agner S : Thank you for contacting HP Total Care Real-Time chat support. If you need further assistance, please contact us again at:
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