After the purchase, customers have the right to claim the statutory warranty. Many manufacturers and dealers also offer so-called additional guarantees. These usually last longer or cover certain damage cases. HP, for example, offers an extension of the warranty beyond the two years that the company already grants.
COMPUTER BILD reader Manfred S. wanted to use these additional guarantees after purchasing an HP mini PC from Notebookscheapiger in November 2021. But when he entered the required data on the HP website, he was nasty: the warranty had apparently already expired.
Manfred S. then contacted HP support. There he was promised a quick solution. But instead of having the case resolved, the reader was only confronted with further trouble: Despite several calls and emails, the problem was not resolved. Only the correction of the warranty period to three months after the date of purchase happened – but they had also expired at that time. They couldn’t help him with notebooks cheaper either and referred him to HP. Manfred S. finally turned to COMPUTER BILD for help.
A right to an additional guarantee?
Thomas Hollweck suspects a technical error at HP as the trigger for the problem. He advises: “If HP now permanently refuses to conclude the guarantee contract, despite multiple out-of-court requests, the customer would have to have this clarified in court. But I’m assuming that it won’t be worth it in terms of effort and costs.” Of course, it would be easier if the problem could be solved beforehand.
COMPUTER BILD first asked Notebooksbilliger why devices were apparently being delivered there after the manufacturer’s warranty had expired. A company spokesman said: “We received the device Mr. S. bought from us from our supplier in August 2021. The product is new without previous buyers. Unfortunately, the warranty display on the HP website is misleading here. We apologize for the misleading information on the HP website, which unfortunately is beyond our control.”
Initially, HP did not give a clear answer. Finally, a spokesman for the company said: “As a gesture of goodwill for his inconvenience – especially the long wait for the response – we offer Mr. S. an additional care pack (guarantee extension) in this individual case. The package extends the warranty for parts, labor and on-site service from 12 to 36 months from the date of purchase.” Reader Manfred S. accepted the offer.
