Another repair success story

First off: greetings. I'm new to the forum as a member, but I've been lurking since I got my laptop a while back. I'm okay enough when it comes to computers. And....well, I'll save the formal intro for another time.

Now, the story...

I happened to have bought a hp pavilion dv9308nr [dv9000z series] back in April 2007. It had been used pretty much at least once every day ever since purchase.

Cut to November/December of last year. My laptop loses its wireless capabilities, occasionally cutting itself back on. However, since I didn't *need* wireless 24/7, I got a USB stick and did wireless that way. I was perfectly content.

Cut to a week and a half ago. My laptop shut off while I was playing music with nary a warning. The power scheme was on the lowest settings possible to prevent overheating, and all of a sudden, it shuts down. No BSOD, no nothing. And upon automatically turning back on, there's no POST. Fan's running, HDD is running, ODD is powered up, but no POST. I notice that the memory card reader LED is steadily lit, and the wired network jack [LAN jack] doesn't even get polled like normal at POST. I know it's dead. No hp logo, no nothing.

Next day, I call HP up with the number found on the extended limited warranty page. I get a guy with a slight Indian [Middle Eastern] accent, but we manage to understand each other. We calmly talk about the issue [with a few things having to be repeated on each end], but neither of us was upset, and it was a lovely experience. He tells me that yes, my issue is covered by the extended warranty they issued. Sweet.

I get the "ship back to hp" box the following Monday [I called on a Friday], ship my laptop back that day, and wait.

This morning, I get it back, working perfectly. And I find that they've replaced the motherboard and the keyboard [I kinda miss the old, worn-in, slightly polished keyboard, but oh well ]. They even replaced the LCD cover in the process [I know as the top of my laptop had a few scratches when I sent it in, and I get back a new cover with the plastic still on it]. Also sweet.

The BIOS version is F.3E [I went into the BIOS first-thing]. They re-imaged my hard drive, but it was my old hard drive [I upgraded to a WD 250 GB drive in December, and kept the old Fujitsu as a backup], so all I have to do is make sure the hardware hasn't changed significantly [=make sure the drivers for the SATA controller are still the right ones], replace the WD into the laptop, and all will be good to go.

I couldn't have asked for a better experience. Turn around time was 1 week, 3 days from the call to HP. From the time I dropped my laptop off at FedEd, it was just about a week [Monday-Monday]. I'm located around the East Coast/South East.

hp has treated me right so far, ever since my first computer [hp pavilion xl768] back in 2000. A few bumps along the way, but I'm still satisfied with them.

Also, FWIW, they shipped it to California for repair, for those that might be wondering. I didn't know *exactly* where they would repair it, and I figure there are a few that don't know to where their laptop might be shipped if they found themselves in this situation.

 

WOW! Good for you. It's nice to hear a success story on here every now and again amidst all of the horror stories.

Glad to hear it all came out fine! Enjoy your basically new machine!!

 

It's always nice to hear success stories, but most people don't post them. I've had a ton of great experiences with HP support and successful repairs, and I've had bad ones. You just have to learn from past experiences and how to deal with them. That's why people post here that are having problems, so they get the information they need to go back to HP and help with their experience. This forum is a great tool for not only new users, but experienced ones as well.

 

Good to hear that

 

ALways good to hear success stories on repair or service calls

 

It is nice to hear that your service experience went so well.

I wonder why the number of people with HP horror stories are treated so different?

Is it a crapshoot on the HP rep you initially contact as to what service road you are sent down?

Do they determine the consumer's service/repair outcome?

 

Its the service center thats usually the issue. They can be really backed up or be rough with the notebook

Here is Australia, HP's repair service is great. They hired 2 reputable repair companies.

 

You think where you live is the determining factor more than what rep you talk to?

If your service center where you live is poor is there a way to transfer to another better one?

 

The rep you talk to is most likely oursourced in India. If he cant fix your notebook by the phone then he has to provide you the closest service center near you.

No you cannot decide which service center it goes too. They assign it to the closest service center.