A positive repair experience from HP

I bought a Compaq v3000 (Turion x2) series from Best Buy and after a month the laptop started to act weird. It would freeze up and had to reboot. The freezing would come more frequent and I thought it was the programs I installed. I re-installed from the recovery disc and that took 3 hours! Re-installed my programs and was okay. Two days later I was on-line and suddenly the screen blanked out. The lights were on but no screen display. I rebooted and had 4 or 6 beeping sounds, no screen display. Called HP and asked for assitance. The person on the other line asked me to do sequential things.. take out memory, re-insert, take out battery for so many minutes, reboot... nothing worked. He told me to hold on and would connect me to a technician. The technician heard the beeping noise and already told him the what the previous person told me what to do. They gave me a repair number and sent a pre-paid box to send it back with. They didn't recommend me taking it back to Best Buy as I suggested.

On the 4th day someone called me. He was very apologetic about me not having my laptop for 3 days. He explained that the repair center was at a loss with my laptop. The laptop was going to be returned to the corporate office in Texas for further evaluation since it was brand new. They were going to inspect why it died so early (QA I guess)

Anyways, the person from corporate offered me a brand new HP dv2000 (Turion x2). He described the features even though half of what he said was already on the v3000. So for my troubles he upgraded the new laptop... webcam, faster processor, more memory (1 to 2gb), remote control, integrated bluetooth, larger hard drive (80 to 120 gb). The only thing I didn't like was the silver cover on the keyboard (the v3000 was all black).

After 2 days the laptop arrived and so far no problems. I was amazed on how fast this problem was resolved.

So the moral of the story is to calmly explain the problem and wait for their response. The corporate guy actually praised me for my patience. BTW I have an Averatec which I had for 4 years and never gave me problems, except for the DVD RW (user replaceable).

 

Nice one! A lot better than what I got!

Long story but it took them 7 weeks to fix my computer! I think even the top guy was a bit pissed at that!

http://forum.notebookreview.com/showpost.php?p=1702345&postcount=23

 

Glad to hear a positive experience. Looks like you made out pretty well with the replacement.

 

Yea...they probably figured out that your laptop was really screwed up. HP was probably interested in examining it for a while, to figure out what went wrong.

But it's always good news to hear that someone was taken care of properly.

 

You're lucky that your repair experience went well.

Be happy they went against the warranty policy and gave you a new laptop. My corporate case manager shot me down when I asked for one, since the repair center sent it back in worse condition then when I sent it in.

 

I can't believe it either. When the guy spoke with me I asked calmly with dismay what the options were and kept quiet. I didn't ask for a new one or berate their product quality. I just waited for him to reply. I was actually hoping for a refund. But it all turned out well at the end.

The warranty I believe is that if they can't fix it in 3 days, they either have to replace it or give you a loaner until it's fixed.

 

I sent mine in once already and it came back in worse condition. I am going to send it in for a 2nd time after I get my Mac, then if it comes back broken again. I will file a complaint with the BBB, since my case manager is making me send it in until the repair center actually takes time to fix it.

 

always nice to hear of a positive experince with HP or dell