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From: Ron Mathis [rpmathis@surfbest.net]
RE: Hewlett Packard CD-writer 8230e - failed after 7 months - determined defective - out of warranty.
My wife bought me a Hewlett Packard CD-writer 8230e for Christmas 2000. It failed within about seven months, but I thought maybe it was something I was doing wrong. I finally called tech support on or before 12/17/2001, and they determined that the item was defective. They said they would replace it if I provided a receipt showing that it was bought less than a year previously.
I was unable to find the receipt, but pointed out that I had registered the product, and it also had been purchased directly from HP shopping. They were unable to locate any information, and my registration mysteriously disappeared from their site. They sent me email stating that it was purchased on 11/24/2000, so the warranty had expired.
On July 23, 2002, my wife was cleaning out a cabinet and found the order from HP. The order date was 12/21/2000, so I indeed did contact them within the warranty period. I called to set up a replacement (they have no toll-free number) and they told me that although they agreed that I had called within the warranty period, they would not honor the warranty now, because it was seven months out of warranty!
They said they give someone 30 days to come up with a receipt, and after that, they will not honor the warranty!
I was under the impression that the whole point of registering a product was to establish when it was purchased, for warranty purposes. Anyone who has bought a computer device knows that when it is installed, it asks you if you want to register online.
I don't know how this information disappeared when I called for replacement of the product. I also don't understand why they have no record of the purchase, since it was bought directly from HP. They told me that's a different division, and I guess they haven't figured out how to communicate with them.
I spoke with a Brian and a Duscy, who refused to give their last names, because it's against company policy.
It's almost impossible to send email to HP, because it refers you to a phone number (not toll-free) instead. I guess they hope most people won't stay on the line. GREAT SERVICE AND CUSTOMER RELATIONS!!!
A few days ago Bob bought a suit, but then he realized it did not become to him. So he went to the shop to exchange it. Here is the dialogue between him and the shopkeeper. The replies of the shopkeeper are missing. Try to act out the situation completing the missing parts of the conversation.
- Excuse me, please. I bought this jacket two weeks ago and I'm afraid... I have decided I don't really like the colour. It's not my colour at all. Do you think I can possibly change it?
- ……..
- Oh, I sec. Well, it's not just the colour, it doesn't really fit me, either. 1 think... I think it's rather too small. I think your salesman gave me a smaller size than I asked for. I don't really think I can possibly wear it around the streets. I look awfully ridiculous! I must change it, I am afraid.
- ………
- Here they are. Do you think I could have one size bigger and a different colour?
- ….
- Do you have one in brown, black?
- ……
- How about navy-blue? I'd quite like a navy-blue one.
- ………
- Well, my size is forty eight but I think this forty eight is rather small. Perhaps, I should try the fifty. You do have a fifty in navy-blue, do you?
- ……..
- Oh, good. Right! Could I try it on before I go? I don't want to make the same mistake again.
- ……….
- I think that's a lot better. …. Yes, I'd like this one, please.
- ……..
- Thanks a lot. Good by!
- ……..
31. Work in pairs. Imagine you have bought a faulty jacket (jeans, sweater, sport shoes etc) that you would like to exchange. Act out the situation.
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