1 month since warranty call and nothing.

My little sister bought a HP DV2500 about 3 months ago. Sometime last month she called me and told me it wouldn't boot, so I drive over and check it out and find the HD is full of bad sectors. Vista was showing 3800 DISK errors in the past 3 hours. I ran the BIOS hard drive scan tool and it failed after 10 seconds.


So she calls HP (she's only 18) and the lady is trying to sell her insurance on it for college...that's when I took over. I explained the issue and the lady told me there would be a box at the door the following day.

3 days later no box. I call back she tells me they will now send a hard drive and demands a credit card incase they don't get the old one back, she explains it will be there the following day.

2 days later, no drive. My sister is out of town for a week so I wait. She comes back and calls HP, gets transfered 7 times and hangs up. So once again I drive over and call. I get transfered 5 times before I get someone who speaks english well enough to help me. Luckly some how I got connected to canada. This rep tells me there was not any orders placed before for box or drive. So he puts the order in and tells me they will ship it out.

So I check her email, shows it will ship in 2 weeks, Oct. 30th 2007. Fine, we'll wait. By now she has 49,000 DISK errors in vista. Oct 30th comes no ship. It's now Nov 9th and the web page says Oct 30th ship date but it has not shipped.

I've never delt with HP before but over 1 month to get a box or drive to replace is a bit much. Does anyone know a direct line to someone who cares?

 

Get a case manager.

When your support call is logged, you should receive a Case ID which is what you can use to track the status of your warranty claim. I'm surprised they didn't provide you with this. Get them to forward you a copy of an e-mail detailing what they promised or else consider it not done because they can say whatever they want over the phone (it's not really recorded), but if it's not written in black and white, there's no trace of it.

 

Yeah, always speak to a case manager. The first level of support that you speak to are dimwits who go through a check sheet.