Nearly 7,000 Chinese HP notebook users demand recall

14:26, April 01, 2010      

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After defects were discovered in a number of its notebook computers, U.S. Computer manufacturer Hewlett-Packard (HP) took steps to remedy the problems, but many Chinese customers feel the company isn't going far enough. According to the Web site www.zgwq.net, the number of consumers demanding a recall of the defective units has reached nearly 7,000.

Over the past half month, a significant number of complaints were sent to People's Daily Online demanding that HP take practical and effective measures. One of these consumers was a man named Mr. Yu.

According to Yu, HP declined to extend the warranty on his notebook as they have done in other cases. When Yu called HP customer service, the representative said that he had to report the case to his manager and would call back later. However, Yu was disappointed when he failed to receive a reply within the next week.

After hearing the complaint, a reporter called HP customer service. The representative told the reporter that Yu must take the computer to a maintenance center for repair and could not give a clear reply as to whether Yu must pay for the repairs out-of-pocket.

HP said in a statement that it will handle the issue in strict accordance with China's national regulations concerning repair, replacement and return of faulty products, but numerous consumers obviously did not buy it. Many netizens on various major Web sites questioned the plan and requested that HP recall the faulty notebooks.

Most consumers would prefer that HP recall all of its faulty products rather than repair them first and then replace on an as-needed basis. A survey posing the question "Do you support laptop recall requests?" conducted by it.sohu.com showed that 86 percent of the surveyed netizens thought that HP must perform a recall, and only 12 percent agreed that HP should simply replace faulty hardware free of charge. Around 97 percent of netizens said in a survey conducted by tech.sina.com.cn that China should establish a notebook recall system.

Yu said he hopes the government may issue relevant recall regulations as soon as it possibly can in order to ensure that consumers can secure better protection in the event of similar cases recurring in the future.

By People's Daily Online

(Editor:黄蓓蓓)

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