HP apologizes to Chinese customers for product quality

13:39, March 16, 2010      

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US computer giant Hewlett-Packard issued an apology to Chinese consumers and extended the warranty for some HP laptops after China's quality watchdog launched an investigation into consumer complaints of faulty products.

HP said in a statement Monday that it was "working closely" with the country's product quality regulator to make sure customer concerns over certain laptops were addressed.

The General Administration for Quality Supervision, Inspection and Quarantine said it was investigating complaints filed by 60 laptop users that some types of HP computers were defective.

"HP apologizes to our customers and regrets any inconvenience incurred," Isaiah Cheung, vice president and general manager of the Personal Systems Group for HP China, said in the statement.

"HP is implementing an expanded customer care program in China ... for customers with certain HP Pavilion and Compaq Presario notebook PCs."

More than 500 laptop users have contacted lawyers claiming their computers were flawed, Jiang Suhua, a lawyer representing some of the consumers, told AFP, some requesting a recall.

Most of the complaints, dating back to 2007, focus on overheated graphic chips and display screen problems.
HP, which last week said it had a limited warranty service enhancement program starting November 2007, claimed the latest expanded customer care package would "address customer concerns directly".

China has detailed rules on the recall of automobiles, food, toys and medicine but has yet to establish a law governing the recall of flawed products such as consumer electronics and home appliances, the AFP reported.

People's Daily Online / Agencies
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