Bests & Worsts Reviews from Amazon

The good: This is a great device. I particularly like the processor, memory, wireless connectivity, and that it features both SD and CF slots. The bad: HP has terrible customer support. Because in my experience PDA screens scratch and/or wear out, I made the mistake of purchasing an extended warranty, the HP Care Pack, from HP. So far my experience has been very negative. To begin with they sent me two warranties for my one device. I discovered this when I looked at the purchase confirmation so I called them for help. First they blamed me and accused me of purposely buying two warranties and then they proceeded to make the return process as inconvenient as possible. Let's just say that I still haven't gotten a refund for the warranty they "accidentally" charged me for, but that isn't why I am upset. Unfortunately my problems actually began as soon as I opened the one warranty I had actually purchased. When I opened the warranty I found that my product, the iPAQ h2215, was not listed on the warranty as a covered product. Additionally, the warranty specifically excluded items not explicitly covered by the terms and conditions. I then called HP for help, which is when I realized just how terrible HP customer service has become. I called the sales representative, who promptly told me that she did not know anything about the product warranties and then gave me a phone number to call. I called the number and was greeted by a cheerful attendant who also knew little about warranties. She attempted to help me, but she seemed confused about why sales would refer me to her since she was not the warranty department and she did not have any warranty information. So, she referred me to technical support. Of all the departments, technical support was by far the least helpful and most frustrating. This should be a warning to anyone planning to buy an HP product because even if you never purchase an extended warranty from HP you may at some point have to deal with HP tech support. The heavily accented technician began by asking for my model and serial numbers. I provided them, but he was unable to find them on the system and so he was extremely reluctant to provide me with any kind of assistance whatsoever. I see no reason why the model number would not show up on the tech support computer. What if I needed tech support? Anyway, he said the problem was probably that I was giving him the wrong number or that I had not registered the warranty like I should have. I told him that I was giving me the model number that appeared on the box's label and that I had purchased the item less than a week ago. He was unconvinced. I then asked him, hypothetically, if he would honor the warranty I had purchased even though my product was not specifically included in the warranty card. He said that he probably would not. This was about as much help as he was willing to provide. From the start of the conversation both he and I were confused about why I was directed to technical support in the first place and I understand that he was not trained to help me. However, he was extremely rude, difficult to understand, and had no inclination to provide even the slightest assistance without appearing to be inconvenienced. This is not understandable and not excusable. After he "helped" me, the technical support representative referred me back to sales. After waiting on hold for a sales representative I explained my problem and asked to speak to a supervisor. The representative assured me that he was almost certain that the warranty covered my product, but he was unable to say for sure. He also said that although there is a supervisor available the supervisor cannot provide any additional help. I asked to speak with them anyway, and soon learned that the representative was more than correct. The supervisor was able to offer even less help than the representative. The supervisor basically told me that it is only logical to assume that the warranty covers the product because it is not specifically excluded like some other models. When I told him that technical support had informed me that they would probably not honor the warranty, he seemed to change his mind and he referred me to one of the phone numbers that I had already contacted. I am now waiting for a return authorization so I can return this warranty. I am also planning to return the iPAQ, even though I really like it, because I never want to deal with HP again.