HP Lies, or One Man's Quest to Get His Defective Computer Fixed: July 31st, 2009

July 31st, I start down the long, dark, winding road that is HP Customer Support. Bypassing the bottom level tech support line (which, via e-mail, has suggested I try using my computer in a cooler spot, hard rebooting, restarting in safe mode, and changing my BIOS power settings) entirely, I call the HP Executive Care Line and explain my situation. The lady repeatedly tells me I am 400+ days out of warranty, which I know. She asks what I would like her to do. I tell her, "Arrange for my computer to be repaired or connect me with a case manager who can handle getting my computer repaired." She connects me with a case manager named David (1-877-917-4380, ext. 08). I explain my problem to David, who tells me that unfortunately his computer will not allow him to set up a diagnostic/repair service for my computer. I ask him what his computer will allow him to do for me, and why he has a computer in front of him which openly refuses to perform the tasks he is assigned to complete. He tells me his hands are tied because my computer is not included in the enhanced warranty despite displaying the same symptoms as those that were included. I ask him why my computer was not included despite containing the same defective hardware. He tells me he doesn't know, that he just gets this warranty information from the warranty department. I explain that my roommate Andy's computer wasn't covered under the enhanced warranty and yet he was able to get his computer repaired 2 months ago. He tells me that while it may have been possible 2 months ago, HP has since changed their policy and will no longer repair these broken systems. I ask why the policy was changed (he doesn't know) and ask to speak to the person who made this change. David tells me that's a question for the warranty people, who he is unable to connect me with. I ask how I should go about getting in contact with these people, and David suggests I call back the Executive Care Line and ask to speak to the appropriate person. I tell David I will do this, get his contact information, and hang up. Day one comes to an end.