HP apologises for falling short on high standards of service for Australian consumers

Voluntarily consents to Federal Court orders

In a response to a Federal Court ruling, and a legal battle commenced by the Australian Competition and Consumer Commission, HP has made a statement that it regrets falling short on its high standards of service for Australian consumers.

“Individual, corporate and government customer satisfaction is the cornerstone of HP’s business. We deeply regret that in the instances identified by the ACCC, HP fell short of our core commitment to high standards of service for Australian consumers who purchased our HP-branded desktop computers, notebooks/laptops and print,” according to the statement.

The Federal Court ordered HP Australia to pay a $3 million civil penalty for making false or misleading claims to customers and retailers regarding consumer guarantee rights.

As per the orders, the company said it has committed to, among other things, review its warranty and support practices against the Australian Consumer Law and implement a robust program to monitor and achieve ongoing compliance.

It also said that it is dedicated to honouring its obligations to Australian consumers under the Australian Consumer Law.

Outlining a number of steps it has taken to address the ACCC concerns, HP said it will provide customer support to assist consumers in resolving concerns with HP products in accordance with the Australian Consumer Law. It has established a specific consumer redress program (involving a customer contact centre) to help with past concerns relating to HP-branded desktop computers, notebooks/laptops and printers.

It has also taken steps to adjust its consumer policies and practices and re-train its Printing and Personal Systems team members.

“HP will continue to design products distinguished for their outstanding quality, reliability and ease of use and looks forward to delivering high-quality service to our Australian customers.”

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