Aaarrrgghhh.... customer service nightmare

I bought an HP NC8430 about a year ago, with a 3 yr warranty. About a month ago, the LCD started crapping out, so I sent it in for repair.

I got it back today... 3 weeks later... and they'd replaced the WSXGA+ (1680x1050) LCD... with a WXGA (1280x800).

And wiped the HD, of course. (Why oh why do they do that??)

I'm going to omit the entire 10-day saga of the number of calls to CS to get them to admit I (1.) did in fact own the computer I claimed to own, (2.) that it was, in fact, still under warranty, and (3.) that I had actually sent it in for repair, and get to the point: What do I do now?

The CSR is saying they'll send me a refurb, with a WSXGA (only slightly worse than what I had originally).


Thoughts?

 

You paid for WSXGA+ and should accept no less. Period. If they provide you with anything less, they technically are not honoring the warranty.

 

Regarding wiping the hard drive, one of the first thing any repair center tries to do is rule out a software issue. The easiest way to do that is with a fresh copy of Windows. Some of the factories I work with will actually swap in an imaged hard drive preloaded with an OS and the drivers/utilities for that particular model. If the problem disappears, they immediately format and reinstall. If not, they work on resolving the hardware issue.

Other factories just format, reinstall, then go from there. This is why any RMA instructions advise you to back up your data first, because they're not going to ask for permission, and they shouldn't be expected to, since it just slows down repairs.

I would call them and ***** until they give you another WSXGA+ screen, though.

 

It's pretty typical of them to wipe the HD for the reasons already mentioned. You should definitely call them about the screen resolution thing.

 

You're right, of course.

The last time I talked to them, they said they could get me WSXGA, but not WSXGA+. At the time I wasn't sure if there was a difference, but apparently there is.

I'd really prefer not to have to send the computer back to them again, if I can help it - given that it took three weeks last time, and it still didn't come back fixed.

I understand. I wish HP would swap disks like you guys do, though. It's going to take weeks - and I mean weeks - to get everything patched, updated, tweaked, set-up, downloaded and re-installed back to where it was.

Years ago I had a Fujitsu, and they'd send a tech to the office. Maybe I need to see if HP has something like that for their laptops.


One other thing - the hinges on my NC8430 were stiff like a rooster when I sent it off. Now it wobbles, and features a mysterious clicking sound.

 

Regarding the wiping of harddrives, maybe investing in harddrive imaging software would be a good option. Not only are they great for backups (drastically reduces downtime in case of failure), but also in these situations.

As for the warranty, you can ask a CSR if they have an on-site warranty option, it'll definitely cost more, but it sounds like you would be willing to pay for that if it's available.

With regards to the hinges, there's probably a screw that wasn't sufficiently tightened somewhere. The clicking sound is harder to diagnose, especially since little detail is provided but I'd venture to guess that the aforementioned looseness is causing something to knock against something else, but don't quote me on that.

Regarding the difference between WSXGA and WSXGA+, according to wikipedia, the former has a standard resolution of 1600x1024 while the latter + version has a standard resolution of 1680x1050. So I'd call HP and insist on getting a WSXGA+, although there's a good chance you'll need to send it back to them.

 

The nc8430 only has a WSXGA WVA screen. The + is just a non-standard convention where different manufacturers would use to denote different features (HP uses this for the Wide Viewing Angle capability).
Anyway, the resolution options offered for the nc8430 is either one of:
WXGA 1280x800
WSXGA 1680x1050
WUXGA 1920x1200

Whoever serviced this notebook is obviously unexperienced (3rd party contractors). This is because your notebook's product ID clearly allows the tech to lookup the exact part number for your configuration, so there is no way that they could have ordered the wrong part. My guess is they have simply replaced it with what they have on hand rather than specifically ordering a new part.

Business notebook warranty repairs have a 3-day turnaround best effort guarantee. You should point this out to the case manager and kindly tell them to fix the situation. The nc8430 is relatively new, so it's not like parts are difficult to come by.

 

I stand corrected.

 

I would agree that something wasn't tightened properly when the new LCD was installed. If you can remove your hinge covers, you can probably tighten that yourself, honestly.

 

It is usually the best idea to tell them that U did clean Windows install, did all their test from their website blah blah blah to avoid your hdd being wiped clean.
But U need to be sure that it has to be a hardware failure from your experience not something to do with software.

Shouldnt you have a on-site warranty with that notebook?? its a business class isnt it? it usually is best to ask for the representatives names and write them down and kindly ask to be put to a supervisor because previous consultants couldnt resolve your issue.

Is it in UK or US??
Those bast**** lost my 2104 eu in Uk. I got it back after 1 and a half month! now its going back again! if its going to come back again with any fault im going to request a new one.