n April 2008 my grandmother purchase the HP Pavilion Artist Edition and purchase a 2 year warranty. A total of 6 hours on the phone with HP customer service representative to get to the point to be able to return the unit. I have wrote down American name that fit India residents, they were extermely difficult to understand and could not get away from the script provided to them. In November 2008 the LCD until was damaged, in addition to the CD/DVD player not working, and one of the keys had completely fell off. Upon contacting HP we were told that the LCD was not covered under the warranty and that the cost was $421.00 due in advance. We paid the charge and a federal express box was delivered to my home. We returned the unit and waited two weeks (per the instruction on the order status from hp.com. When the unit did not arrive as promised we contacted the service center to be told that their computers we down and we need to wait 5 to 6 hours to call back. Upon calling the next day we were told that the unit was damage over the cost of reasonable repair, the web site also indicated that we owed $1057.00. The customer service representative said they would ship the unit back and return the original charge of $421.00. The unit arrived in worse shape than when it left. Unfortunately, we didn't take pictures prior to shipping the unit, because it never entered our minds that hp service would destroy the machine. We are still waiting for the money to be returned.