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HEWLETT-PACKARD (HP) - Wrong model delivered, what are my rights?


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First post here, hopefully won't be bashed about.


I've spoken to a Legal&Tax helpline (bundled with my current account - before posting here) this afternoon but they couldn't be more hopeless.


So, bought a Desktop complete with a Monitor and an Envy x2 hybrid on 22.12.13, was delivered on 24.12.13.



On the morning of 26.12.13 while tweaking BIOS I realised that it was a model different than the one ordered.


Namely Compaq 100-125ea (£280) instead of HP 500-137ea (£449)


Fired an email to HP right after breakfast, got a reply 40 hours later asking "are you sure?"...


Fast forwarding 4 emails and 5 calls, I received (on 28.12.13) a confession from HP stating they're sorry, someone will get in touch with details of what to do next.


When I didn't hear anything from HP, I rang them up this afternoon, spoken to a nice chap who promised to call me in 1 hour with all my questions answered. My phone rang in 45 minutes and here's what I was offered:


A collection will take place on 6.1.14 between 8-5 (I requested for late evening but was turned down)


I will be sent out a replacement of the original model once they've received back the wrong one (I requested for a replacement to be sent out before the collection of wrong model as it was not due to my fault- turned down)


In response to "So I'll have to wait 2 more weeks before I receive the replacement!?" "You can use the wrong model without any consequences"


(Like cherry on the top, HP charged me twice for the same order - no accidental double submissions, no duplicate orders - pushing me £770 over the limit on my credit card - card issuer says it's HP's fault, HP pass the bucket by saying "bank have got your money" - I'm going to raise a dispute)


Now my question, is it not my right to ask HP for a replacement before they receive the wrong model back?

(Yes, I offered them to return the product myself as soon as today but they won't take it)

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Easy. Tell the retailer to take it back. It is the wrong item and isnt wanted.


Regarding the replacement, sadly it is up to them. UNLESS there is a HP store around where you could return it to.

Any advice i give is my own and is based solely on personal experience. If in any doubt about a situation , please contact a certified legal representative or debt counsellor..



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