Invent

11:19, 20 October 2007 (BST)

At the beginning of this year, I managed to obtain a $94.34 refund for a version of Windows XP Home Edition bundled with my Inspiron notebook (see article). After selling my Inspiron during the summer and picking up an HP Pavillion notebook a couple of months ago, I decided to try my luck once again.

Not feeling especially vocal about the whole deal, I thought that a good initial approach would be through HP's online chat. Below is the transcript:

Transcript of Online Chat (11:19, 20 October 2007 (BST))

Sylvia: Hello Luke.
Sylvia: Welcome to HP Total Care for Pavilion Notebook. My name is Sylvia. How may I assist you today?
Luke O'Connell: Hello Sylvia
Luke O'Connell: I need to open a refund request for part of my notebook
Sylvia: Could you please elaborate the exact issue of the notebook?
Luke O'Connell: I require a refund for the Windows Vista software.
Luke O'Connell: I have declined the EULA and installed Linux instead, so I would like a refund for the software.
Sylvia: Operating System is associated with the notebook.
Sylvia: HP doesn't sell the OS separately apart from the hardware.
Sylvia: And also HP doesn't support Linux Operating System on the notebook.
Luke O'Connell: Yes, but the EULA states that if I do not accept it's terms, I may return the software for a refund.
Sylvia: It applies if you purchase the Operating system alone from the Microsoft.
Luke O'Connell: I understand that every OEM license that you bundle costs money, and by returning the installation disks and license certificate, I am allowing you to use the license for another system.
Luke O'Connell: The EULA does not differentiate between buying the software "bundled" or otherwise.
Sylvia: Alright.
Sylvia: Let me check with this..
Luke O'Connell: Thank you
Sylvia: Thank you for your patience.
Luke O'Connell: No problem.
Sylvia: Luke, I have checked regarding this.
Sylvia: Its not possible to refund for the Operating system at any level.
Sylvia: I apologize for the inconvenience caused to you.
Luke O'Connell: Could I possibly speak to someone else?
Luke O'Connell: Sylvia?
Sylvia: In this case, I recommend you to contact our Phone support.
Sylvia: Please contact our Phone Support at 1-(800)-474-6836.
Luke O'Connell: OK. I will, thank you for your assistance.
Sylvia: You can speak to the Case Manager directly in this regard.
Sylvia: You are welcome. It was my pleasure assisting you.
Sylvia: Is there anything else that I can assist you with today?
Luke O'Connell: No, thank you again.
Sylvia: Thank you for contacting HP Total Care Real-Time chat support. If you need further assistance, please contact us again at: http://www.hp.com/support/chat. Chat support is available 24 hrs a day, 7 days a week.
Sylvia: Goodbye..

22:46, 20 October 2007 (BST)

The next step was to call phone support. Initially I spoke with Terek who escalated the call to "floor supervisor" Rex. Rex initially told me (when he believed that I had purchased the retail version of Vista), that I would need to return the software to Microsoft for a refund. After I then explained that it was an OEM version, he told me that I would need to return the software to Amazon. I told him that I was still unhappy, and the best he could offer me was the number of Corporate Office (650-857-1501).

After finding out that Corporate Office was closed on the weekends, I decided to try technical support again. This time I spoke to a wonderful lady by the name of Diane. She took the details of my request, and referred my query to a case manager, who would then call me back in 24-72 hours. She did not once question the validity of my return, although I am not sure that she fully understood the request. I was assigned a case ID of 8004078071 and a customer ID of 1073378566.

22:02, 22 October 2007 (BST)

Received a voicemail and email today from case manager Susan Broerken; after explaining the situation, and re-clarifying that I did not buy Windows retail, I was told unquestionably that this is something that "we just do not do". That the license was part of the notebook, and one could not exist without another. She told me that I would need to reinstall the OS if I required support (although I would have happily forgone the support). HP have a secure escalation system (for example, no immediate referrals), and this prevented me from escalating. Susan claimed that this was the first time this issue had crossed her desk. At least I'm raising awareness! I very much did feel as if the buck stopped here. I believe the only option now will be to actually return the license, and hope that this will bring a resolution.

Read an interesting article on ZDNet today (why is that website always slow?) about "naked PCs", which details the writers efforts to obtain OSless PCs from "the top five manufacturers". Maybe these guys are wisening up to the Linux deal? Shame that they are issuing policies about no Windows tax refunds instead of actually allowing users to opt out of the OS.