Warranty on HP printer works after several tries

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Updated: February 17, 2012 8:10AM

Dear Fixer: On Dec. 24, 2010, I bought an HP Compaq Presario computer from Staples, with a keyboard and mouse. I purchased the monitor separately.

I began having problems with the system in mid-November of this year, so I called the store. They told me to contact Hewlett-Packard, as it was still within the one-year warranty.

I contacted HP and it took two weeks for me to get assistance, only to find out that I needed to purchase a recovery disk. They said the warranty had expired in July 2010 and I would have to pay a $16 fee for shipping and handling. I told them I did not purchase the system until December 2010.

They told me to supply them with a copy of the receipt, so I faxed it to them and also emailed a copy to their support desk.

After that, I spoke with numerous representatives who tried to assist me with support over the phone. One said he thought it was a problem with the keyboard and that it was out of warranty. But the system was bought as a bundle with the PC, keyboard and mouse. They said the technical support manager would contact me within an hour.

Since then, I have been calling HP and have been told numerous times I would receive a call back.

It’s now almost a month later and I have not received a phone call, and the warranty will expire later this month.

Lois Jones, Chicago

Dear Lois: We got your letter Dec. 5 and contacted HP the next day. With the clock ticking on your warranty, which expired Dec. 24, we hoped HP would finally be able to get to the bottom of this.

And they did — soon, a prepaid shipping box arrived and you sent the computer back to them. They replaced the hard drive and mailed it back, and you happily told us it’s up and running again.

Warranty caution

Lois’ problem reminds us about another letter we recently got from a Fixer reader whose workplace bought a KitchenAid dishwasher that broke down within the warranty period.

Lauren’s bosses at work realized too late that their warranty was worthless: In the fine print, it states that it doesn’t cover parts or labor if the appliance is used for anything “other than normal, single-family household use.”

Luckily, they were able to get their appliance dealer to assist, but other businesses, schools, community centers and shelters should note that this is pretty standard language in warranties for large appliances like refrigerators, stoves, dishwashers and the like.

20,000 and counting

That’s how many complaints the Loan Modification Scam Prevention Network has collected from consumers nationwide who fell victim to mortgage fraud since March 2010. Those complaints represent more than $53 million lost to foreclosure “rescue” fraud. What’s more, the network estimates it’s a small fraction of what’s out there.

Here are some red flags that show when a supposed rescuer is really a thief:

◆ They demand a fee in advance to work with your lender to modify, refinance or reinstate your mortgage.

◆ They prefer cash, cashier’s checks or money transfers.

◆ They guarantee they’ll stop a foreclosure (no one can promise this).

◆ They advise you to stop paying your mortgage and send the payments through them instead.

◆ They instruct you to not speak directly with your lender.

◆ They pressure you to sign over the deed to your home.

◆ They offer a “second opinion” on a loan modification that was already denied.

Don’t fall for one of these phony mortgage rescue schemes. You can get straight advice and information about your options from the Illinois Attorney General’s Homeowner Helpline at (312) 814-5094 or (866) 544-7151.

For more on foreclosure scams or to file a complaint, check out preventloanscams.org or call (888) 995-4673.

Getting the runaround over a consumer problem? Tell it to The Fixer at suntimes.com/fixer , where you’ll find a simple form to fill out.