Barbados Business Learns That HP Will Not Honour Colour Laser Printer Warranty In The Caribbean
Mr. Mark Hurd
Chairman of the Board, CEO & President of Hewlett-Packard
Dear Sir,
On 25th April I bought a CP1515n colour laser printer from On Line Consultancies here in Barbados SN ********** FOR $*** Bds. After a short time it began to malfunction, I returned it to the retailers on 25th June, they have a 30 day guarantee, then its down to you. A case # was eventually procured & I was told to call 1 800 711 2884 so I could arrange to have the replacement printer sent by UPS within two days. Since then I have spent approximately 13 hours on the phone to HP trying to be put through to the right department, but as yet no luck, I have been put through to people in Canada, US, & Mexico, none of which can help me as they can’t ship to the Caribbean. Your staff at the Caribbean/Latin America # either have the wrong information/not trained/or what? you tell me, I’m at a total loss as to what to do next.
A case manager I was mistakenly put through to in the US, Myrna Sweet has emailed your Head Office, she hasn’t had a reply either, she also called the Caribbean ‘Solution Centre’ & was put through to the wrong people, this happened again this week with someone else from HP who tried to help, if HP staff can’t be put through to the right HP department what hope do I have?
Your agents here in Barbados DC Office People have also been emailing you on my behalf, no reply to their e mails. Meanwhile my tiny home based business is in trouble because of your total lack of care & efficiency. I now HAVE to replace this printer this week, which means I will have to purchase another one, NOT HP, that’s for sure.
If a human being could reply to this email & not an automated response telling me I have to contact HP on 1 800 711 2884 I would be grateful. Then we can discuss my refund rather than replacement of this product. Please also note that people in ‘3rd world’ & ‘developing’ countries are not stupid & are tired of International Companies such as yours sending us second rate products, everyone deserves the same service & commitment wherever they reside.
I will forward a copy of this email to relevant people here, to the media, numerous anti HP Facebook pages, Barbados Free Press & email contacts.
Looking forward to your reply
Yours truly,
(name withheld by Barbados Free Press)
46 Comments
July 8, 2009 at 5:14 pm
Go to the fairtrade commission, they can tell the seller that 30 days is not enough warranty for any product and set a suitable time (Usually 1 year) and make them replace it.
It does not matter what the seller says- the fairtrade commission provides for a reasonable warranty time for a product. 30 days on electronics is not reasonable.
July 8, 2009 at 6:02 pm
I recall there used to be one HP agent in Barbados and if you did not buy through that agent, tough!!
That was ages ago.
With the internet and Fedex and DHL etc, it is easy to buy anything on line, including a priner.
…. but, will it come with a warranty?
Better check the fine print.
July 8, 2009 at 6:18 pm
The same thing happen to me with an HP inkjet. A few weeks after we bought it the pages were half printing then stopping. I gave up with HP warranty people and bought Lexmark. No problems runs fine.
I threw the HP out. Never again. $400 shot to hell.
July 8, 2009 at 7:47 pm
You may want to post this article on the Consumerist http://consumerist.com/ owned by consumer reports
July 8, 2009 at 7:53 pm
In fact Consumerist has an article on how to reach an HP Case Manager directly:
http://consumerist.com/335249/reach-the-hp-quality-case-managers
Good luck!
July 8, 2009 at 8:52 pm
Any company can build a bad product. Good companies do it less frequently than bad companies, but it still happens. The true test of any company is what happens when something does go wrong. It looks like we’ve found out what happens to HP customers in Barbados!
July 8, 2009 at 8:55 pm
You people have rights under the Consumer Guarantees Act in Barbados if the printer was bought locally. You should try to find them out!
July 8, 2009 at 9:19 pm
It would seem to me that the onus is on the retailer in Barbados. One of two things could be happening here. I know of some smaller retailers in Barbados who go to Miami or Puerto Rico and purchase electronics and have them freight flown into Barbados. It is their responsibility to determine at source what the warranty covers and resell accordingly by making the customer fully aware of warranty limitations. The other thing that may be happening is that retailers are importing them through normal channels and due to the length of time the items sit in customs, in Barbados, before clearance, fragile electronics are being damaged by heat and high humidity. We all know how long things can sit in customs unless, of course, you have a “friend” there.
July 8, 2009 at 9:28 pm
In this case 30 days is nonsense, unless damage caused by user. I would go back to local retailer, they should replace it, if only in the intrest of good customer relations. Speak directly to management, if no satisfaction carry your business else where and spread the word. Bim small ya know.
July 8, 2009 at 10:12 pm
Thanks for advice, action is being taken, I will contact The Fair Trade Commission tomorrow & I will post on the consumerist site.
This is the reply received today regarding the email.
‘Thank you for taking the time to share your comments with HP.
They have been forwarded to the appropriate people within Hewlett-Packard for review and action, as needed.
Regards,
CEO Customer Relations’
July 8, 2009 at 10:28 pm
I don’t get it?
Your beef should be with DC Office People, you bought it from them but you seem to be letting them off the hook.
What kind of idiot are you? You should be asking back for your money from DC Office People.
Barbados appears to be full of unskilled buyers.
July 8, 2009 at 11:00 pm
You have no case.
It was your duty to read the warranty that you agree to when you bought the printer.
I know you did not read it but that is what online lawyers will ask you!
Fair Trading can’t help you but satisfy your ego up to warrens and see for yourself.
SOLUTION:
Get a DHL US address its free and have HP send the printer there, then pay DHL for shipping here.
However I would agree get a different brand printer.
July 8, 2009 at 11:21 pm
DC Office People are the HP agents here and they cannot get a response on my behalf either
July 8, 2009 at 11:58 pm
Permission to put this letter on the BCW site please.
thanks
July 9, 2009 at 3:37 am
The Part II of the Consumer Protection Act (CAP 326D) sets out that unfair contract terms against a consumer are unenforceable. A 30 day warranty may well prove to be unfair and therefore unenforceable.
It’s a complicated area and you should go to the FTC to get advice. If possible, get them to talk to DC Office People as their word will obviously carry more weight.
July 9, 2009 at 4:02 am
i have had numerous issues with dealing with online cons.ultancies, i have had to put a lawyer on them on multiple cases, they will start to tell you about their “policy” on replacing faulty equipment and will basicly try to duck out of facing responsibility. you should not have to face hp directly since the printer if bought recently should be under warranty. my advice to you is to seek the appropriate methods for dealing with this issue.
July 9, 2009 at 4:36 am
We bought HP Printers from DE Computers… you should avoid them at all costs. 2 Deskjets and a new printer/scanner unit for our home usage.
I’ve recently encounter all sorts of problems the printer itself not responding when a paper jams, the software sending the data to the printer where it doesn’t respond or even you can’t turn off your printer at all when it made an error. The HP 3500 series recently stopped working and it was well past 30-day warranty.
I’ve recently bought a 3rd HP printer 2 months ago and just installed it tonight. I’ll keep an eye on the product and the warranty.
July 9, 2009 at 10:05 am
Of course, thank you!
July 9, 2009 at 10:08 am
I know On Line can’t help, they stipulate a 30 day warranty but the product has a years warranty from HP, the problem is getting hold of HP to honour it!
July 9, 2009 at 10:09 am
Good luck, I certainly won’t buy HP again. I’ve had so many e mails telling me nightmare stories I could write a book!
July 9, 2009 at 10:17 am
If you read the letter you’ll see it was bought from On Line Consultancies, they stipulate a 30 day warranty (which is why I can’t get my money back/ printer replaced, you think I haven’t tried!!) & then its a warranty from HP for a year.
DC Office People are the agents & they have also been trying to contact HP about this & not getting a response, neither can HP staff you speak to by phone.
I agree I be an idiot for buying another HP product , but I won’t do that again, thank you!
July 9, 2009 at 10:47 am
Either buy Lexmark or check and see what P/Smart has, cheaper for good quality, thus if the equipment does not last, you can at leats be glad it did not cost as much.
I have a Brother MFC inkjet and it works well, never a problem for two years.
If you need a laser, I would think they have that too.
July 9, 2009 at 10:48 am
Many warranties for products in the USA and Canada are not valid outside of their countries ,check fine print. However in this case, I still beleive the local retailer should be fighting this battle for you, by replacing the printer and they fight to replace there stock. I wonder where their source is located?
July 9, 2009 at 11:26 am
@ Printer
Thank you for posting this. As consumers, we can only be strong if we come together and share our horror stories. I’m sure OnLine Consultancies are reading this by now. It’s not good for their business and if I were in their position I would be contacting you asap to make things right.
I wish BFP or someone else would start a comsumer’s blog.
July 9, 2009 at 12:18 pm
To be fair, I bought an HP office jet 6 years ago and it has never given me a day of trouble! Best money I ever spent.
July 9, 2009 at 12:27 pm
Actually it will be interesting to see if the Fairtrade Commission can help or not.
I clearly remember when they were first being formed they stated in one of their articles that they would be deciding how long a warranty has to be for some products and that no matter what a local seller says even in their contract that for electronics it would be at least 1 year and maybe more.
Maybe things have now changed,
July 9, 2009 at 12:35 pm
@ Hard Driver
You are a joke, you are here praising us consumers for coming together but yet you want to sit and wait for somebody to do a blog.
People like you make the world a lazy place.
You prefer to sit wait and follow behind someone.
July 9, 2009 at 5:19 pm
Hmmnnnnn…. Has anyone given thought that this item may be a “Grey Market” product? Why is the retailer/distributor unable to provide more than nominal assistance to their customer? Many Grey Market products are sold to consumers in the Caribbean and other parts of the developing world. Typically you are given a 30 day warranty (what breaks down within 30 days?) and after that you are SOL when the company refuses to honour the “ manufacturer’s warranty” which you thought you had.
Last time I was in Barbados I saw some “designer clothes” which compared vary favourably to the North American product and I immediately thought of counterfeit labeling, but they could be grey market products.
If you are in the market for consumer electronics while the product may be of good quality and work well always remember “caveat emptor” if you try to get the warranty honoured.
http://en.wikipedia.org/wiki/Grey_market
July 9, 2009 at 6:52 pm
I have been using the same HP Printer since 2001 without a single problem. I think you got a piece of bootleg garbage.
July 10, 2009 at 2:06 am
A couple of month ago a similar thing happened to me with a HP product. I experienced the same fate from the local company who sold me the printer. I had to go and look for the old receipt with a poor copy of HP’s customer care information on it. I emailed them a strong letter and was told to take the printer to Illuminat (Barabdos) Limited located at Geddes Grant Building, Whitepark Road, St. Michael. It took weeks to get answers from them (Illuminat/HP) but eventually thing worked out. HP sent me a new printer and acknowledge that it was a re-occurring problem with that brand. The new printer is still work to this day.
I believe that the reason we don’t get answers sometimes is because we love to talk talk talk. What I have learnt is that we need to document these situation. The pen is mightier than the sword!!!
July 10, 2009 at 11:15 am
I talked to HP people on the phone for so long I got a sore throat!! but I heard yesterday that HP were contacting me direct, yesterday, but I haven’t heard them yet!. I will speak to Fair Trading & see what they recommend.
Too many people seem to have problems with overseas companies which is what worries me, a loophole somewhere where no one is willing to take responsibility, companies here give 30 days warranty because why? they don’t want to be stuck with trying to get replacement stock/credit from the company they deal with? I don’t know. I’m sure I’ll be criticised for saying so, but I’ve never had a problem with On Line, they’ve always been helpful .
Getting angry & shouting at people doesn’t help at all, you’re just put to the bottom of the pile! you’re right the pen is mightier than the sword……..
July 10, 2009 at 5:34 pm
There is a consumer blog. Go to http://bdosconsumers.blogspot.com/
July 10, 2009 at 10:35 pm
HP still haven’t contacted me directly but have spoken to DC Office People & said the matter has been passed on to someone else in the US who deals with cases such as this.
The Fair Trading Commission doesn’t deal with these issues anymore, its down to the Office of Public Council & I couldn’t get there today.
July 10, 2009 at 10:36 pm
whooops, looks like I’ll have to change my other name now!!
July 10, 2009 at 10:39 pm
I need colour Laser, Pricesmart only have the black, did look at a Lexmark today, thanks, looks good.
July 13, 2009 at 2:05 am
That’s why you should buy CANON printers & Copiers!
I knew of people who bought Canon stuff and I think that Brydens Business Solutions actually has a one year warranty on them…no matter where they bought it. They actually honor the warranty too!
Give them a call…430-7401. Talk to anyone there. They can give you more info.
July 13, 2009 at 10:15 pm
Educated consumers speak with their bankcards…
If it’s broken, it’s not our job to fix it…
Remember, “MADE IN TAIWAN”…
July 14, 2009 at 8:07 pm
I have a similar situation with HP. We purchased an LJ2727 printer last September from CDW. It quit working in about six months. CDW would not do anything saying it was the manufacturers warranty that took care of it.
Hewlett Packard did send me another printer (same model). They charge me $42 for shipping. This one worked until the middle of June before it quit working.
After being routed to numerous people in a call center and lied to about where they were, I finally was able to reach someone and ask HP for a credit for the printer. They said it would take two days.
After a month I finally decided I could invest a little more time. This time I was again put on hold for over 45 minutes, again was lied to (someone had called me the day before although they didn’t seem to know how to use voice mail) and was offered $43 of credit.
I called again to the Corporate HQ and one of the receptionists kept me on the phone asking the same questions over and over until I exploded and she hung up.
The moral of the story is this:
– HP LJ 2727 is a piece of junk
– No one, not HP nor CDW nor I suspect any other retailer/wholesaler will stand behind the product.
– Customer service from large US companies is try to make the caller so angry that he will yell or curse and so you are allowed to hang up and do nothing.
I will never purchase an HP product again.
July 17, 2009 at 6:44 pm
Update
Have spoken to DC Office People, they have e mailed again to HP & not had any joy. HP is supposed to be contacting me direct but as yet they haven’t.
Office of Public Council say, the 30 day warranty is ‘not acceptable’ that a supplier here ‘must stand in the shoes of the manufacturer if the manufacturer is not in this country’ that’s the law apparently!! so will go & fill out the relevant forms…..
July 17, 2009 at 6:44 pm
Meanwhile I had to buy a new printer………..
July 17, 2009 at 10:39 pm
Why is my comment still being held for moderation when the next one I made went straight on??
July 18, 2009 at 1:01 am
1. If you have an ages-old HP printer that’s still working
hold on to it…treasure it!
Obviously, you have a printer made back when they made PRINTERS.
2. Don’t, for God’s sake, buy a modern plastic (CrackerJack box?) HP printer
because you’ll be getting dubious quality
and virtually no guarantee other than WORDS.
3. If you can live your life without a printer
strive to do so.
Happiness lies in simplification of lifestyle.
Printers are NOT simplification of lifestyle, sorry!
July 18, 2009 at 10:58 pm
No this is what the country should do. FORCE HP to honor warranties or kick them out of the country. How many better printers are there?lots. Tell the company you want to do business here, do rght by our citizens. plain and simple . The nerve ..don’t let the big white hunter get away with it.
from New York.
July 18, 2009 at 11:00 pm
Terence?the world is getting smaller, but I am not surprised that my first time on this site, to see what Rihanna is up to, would entail meeting you here.
Be well!!
July 19, 2009 at 10:22 am
Someone suggested the original letter ( at the top) should be sent to a daily paper in the US, any suggestions?
July 23, 2009 at 4:04 pm
Well I’ve been to the office of Public Council, so we’ll wait & see what happens regarding the warranty here. As for HP, not heard a word from anyone anywhere……..