Anyone get screwed over by HP warranty repair? (no 56k)

Not long ago I made a post about a hair in my screen.
http://forum.notebookreview.com/showthread.php?t=191796

Took 4 emails before they finally responded to help me.

I wish I didn't send it in and just took the screen apart to clean and reseal it myself.

I like things to be perfect... I used my laptop daily since Feburary 2007 and have only made one small scratch to the keyboard bezel. The top of my laptop was shiny and flawless and I never let to much dust accumulate between the keys.

So when I got my laptop back from Fedex today I was so freakishly happy that I am wondering how I can get a new one from them.

So problem 1 they didn't fix my screen problem.
Problem 2 "Problem Description: Dim Screen==> Replace suspend Switch"

I never mentioned a dim screen, only dust in my screen. As a matter of fact I drew diagrams of where to look for their convenience for diagnostics.
Unfortunately they didn't even fix that right and now my screen switch doesnt work. Don't they test things before they send it out?​

Problem 3 I don't know what type of cheap labor they use but its bad.

Lets start with the photo montage



Three brand new scratches actually they feel like chemical burns to the surface so its no longer shiny. Does not clean off.


Its really hard to see but this is right in front of the headphone jacks. If you notice light, thats because my LCD is still on.


This one is just beautiful. Think they used a crow bar to pry my laptop apart?


Ah the lovely hair and now I have more dust! Im so happy I could just kill myself!


Not sure how clear this comes out but my screen is scratched as well.

EDIT: I just noticed im missing 2 screws on the bottom of my laptop as well! Speed repairs!! Im amazed they would miss screws..

added picture to make it more interesting... also notice the lower right screw in battery bay and how its scratched up around the screw area, power screwdrivers?

Good job HP keep up the good work.

Timeline
12/11 Send laptop in for first time
12/17 Laptop returns from HP with more problems, original problem not fixed.
12/20 Receive empty box from HP > Send in
12/26 Laptop returns with lid and keyboard bezel replaced, lid sensor and original problem not fixed.
12/26 Call to complain
12/27 Call to request replacement -> "will get a call from case manager in 24-48 hours"

12/28 11pm I wasted the last Friday of my winter break waiting for a phantom phone call. WHY MUST I WAIT!!!
FYI "quality" case managers do not work weekends.
On hold until Monday > Perhaps designed to make me wait until school starts.

All in all, my winter break has been great emailed HP support 4 times, got one reply, emailed chat few more times before it was "solved" to send it in. Called HP 5 times, average of 30minute phone calls, waited for these phantom "case managers" twice so far. The Fedex guy knows me by name now, I have a small collection of HP boxes in my room, school starts on January 2 and my laptop has more problems than it started with. I wrote many emails to different places trying to get help and criticizing HP, I finally found something that makes me more annoyed and angry than when I think about school so thats pretty good!


EDIT
Sounds like ill be getting a replacement! And I must add when I get a confirmation on it, it will be a very nice upgrade from my current setup. Hopefully I wont run into any more speed bumps along the way!

Yeah, I had to call them this morning, spent an hour on the phone and asked to be transfered to a case manager. The guy was really nice and reasonable.

 

Wow, that is horrible, I would definitely talk to customer service and demand a supervisor and explain and/or show pictures of the before afters of the warranty work. Let us know what happens.

 

My buddy got screwed by them. Sent his lappy in twice b/c the battery would never charge, both times it came back in the same condition...he complained and talk to reps for 2 weeks and still they wouldn't help him out even though he has the premier warranty package.


Fortunately for him, he had the accidental warranty protection, so he stuck it in the bathtub and claimed that his baby spilled water on it and fried it...

...so they are going to replace...after they try to fix it. (hahahaha)

 

That's just unacceptable. Call them up and demand a supervisor. And if they need proof, you have it right there.

 

I would definitely call HP and talk directly to a supervisor. As soon as a rep starts talking to you tell them you would like to speak to a supervisor, and don't let them try and persuade you to talk and deal with them. You want them to know that you mean business and this isn't acceptable. Don't be a dick about it, but let them know you are angry and very disappointed, but don't make them feel like you are screaming at them, because they are more likely to not help you.

If the supervisor seems like he isn't going to do anything to help you in your situation, ask to speak to his superior, and what you need to do to escalate this since they aren't helping you.

 

Man that is really awful, your poor baby! I'd be waaaay beyond irked if I were you but the guys are right, try to remain calm when talking to HP. Sugar gets you a lot further than vinegar. I know if it were me there would have been lots of censored words when I opened the package and saw that damage.

Who does their repairs??? Trained Chimps?!? Any bozo at the local 7/11 could have done a better job than what I see in the pictures. I saw your first post/pictures about the hair in the screen but did you take pictures of the rest of the laptop before you sent it in? From now on it may be good advice for anybody sending in a laptop for repair to take a few interior/exterior shots.

I'm just shocked at that damage!

-Reby

 

I'm not surprised actually as I've known cases where these 3rd party agents simply pry open the laptop. What I usually do is take photos before sending it in and tell HP that I'm marking areas with existing scratches and ensuring that they do not produce ANY additional scratches upon returning my device.
If it is an onsite repair, I'd be sitting there making sure they don't scratch the device while repairing it.

Either case, I'd be screaming (not literally, but some serious talking) at both the HP repair agent and the case manager if that happens. They simply deserve it in this case as this is gross negligence.

I've had my screen replaced once and it returned with glue residue and scrarches on the bezel which cannot be removed. After a stern call to the case manager and the tech who repaired it, I made them replace all the parts which they damaged.

 

wow that is scary

 

Ill dig up pictures to show its previous state. I didn't think the could be that cruel to plastic. I guess I was too idealistic to hope they would know how to properly take apart a computer and reassemble. lets hope everyone remembers to take pictures in the future!

 

do you know if I should call them as well? Currently I'm emailing them and they told me to wait for a "quality case manager" to call in one to three days but the letter in the box states to make a claim in defects within 24 hours to the phone number included in the packing although I think they are refering to shipping defects like if fedex broke something so should I be calling them as well or just wait? Thank you

 

I am sending my laptop in as soon as I get the mail in packaging for a non working display. Any suggestions?

I took pictures and a short video, I might do it again right before I seal the packaging.

 

So you've already talked with HP? What did they say exactly??

 

Email they say they will forward to a "Quality Case Manager" who will call me.

But I got tired of waiting and decided to call that 1800 number included with the letter in the box and they had system issues earlier so im on the phone again right now.

Im going ot have to send in my laptop again and with any luck they might notice their mistakes to help me fix it. Im tempted to get the service manual and list the components I want replaced but I have a feeling they disregard anything but the problem description they receive.

"Its possible a technician will call and say these damages are not covered by the warranty (because I have basic warranty)" but the guy I spoke with said he will try to make sure it gets fixed.

We will see...

But 2 missing screws, dents in the bottom plastic from the screw drivers, scratches from prying... =\ if they don't realize the guy who broke my lid sensor is incompetent and caused a lot of damage I dunno what I will do.. probably go anti-hp and try my best to get things to happen -_-

 

When you talk to them on the phone make sure you specifically say what is wrong, and then send the pictures in with it. If they give you any problems or say they can't replace the parts they damaged ask to speak to a higher authority, and if they say that person isn't available or say they will call you back, say that you want to talk to them now. Don't let them try and push the issue off for another day, because they will keep putting it off and putting it off. If they still give you problems tell them that you will be contacting the Better Business Bureau and you will be filing a complaint because HP not only damaged your product when they were supposed to fix it, but they are not correcting the problem.

 

I would suggest emailing pictures to the case manager and photoshop them up and circle the area's that have been damaged by their techs. I'd also include a copy of these photoshop pictures with the laptop when you send it in for repair. Try and make the pictures as clear as possible so they can see exactly what you are wanting repaired. At this point I'd also suggest a bit of dishonesty and ask around the forum for pictures from somebody that has the same model so you can show before/after images. I hate to suggest this because honesty is the best policy but I don't want to see you get screwed by HP and their (possible) claim that 'its not covered under your warranty'.

-Reby

 

Well I wouldn't want to do fake pictures but I would have no problems getting shots if it comes down to that. My brother has a DV2000 and my uncle has one... why? Because I got one and it was working great! I found nice build quality and good specs for a reasonable price.

=\ I strongly doubt I would be giving HP a good word in the future after this extra work I had to put in to try to get something fixed.

 

I think I got off easy.

I got mine back and one of the rubber strips below the screen wasn't fastened properly (fixed easily), and I got a 3/4 inch vertical 'scratch' below the touchpad that shows the black plastic underneath the silver finish.

Instead of risking them messing it up even more and having to wait at least two more weeks, I just covered the area below the touchpad with black electrical tape. It looks like it was made that way now.

 

demand to HP a system replacement! that is just UNACCEPTABLE! if you get your laptop like that in that condition ID CALLED UP HP and have them replace your laptop thats just BS for shame to HP

 

It's not HP that did the damage, but the "Depot". I wish there was an alternative, but there isn't. Maybe HP and the other manufactures will stop using them and start doing it inhouse....I doubt it though.

 

Looks like they did more damage to it than fixing anything. File a complaint, don't let HP get away with this. What's the point of "Warranty" when your computer comes back as if it came war. Good luck.

 

I sent mine in in August for a lid switch problem as well as audio issues...
It came back after 30 days with the audio repaired, the lid switch in WORSE condition, and above all, the Graphics card was fried... I run Vista's Aurora screensaver only to have my GPU temps go 100C+. The GPU idles at 80-85C...
Just sent it back in 2 days ago after speaking with a Case Manager (Corporate Rep) and it it due back today (I can't believe it!). We'll see if HP actually did the job right with influence from Corporate or not.

 

I hope to hear a positive result from all that.

Speaking of case managers... I was told on 12/17 that one would call me in 1-3 days I wonder if they flag me as "resolved" because I called up their normal tech or what to get it sent in. Oh well ill just wait HP received my laptop back this morning. Hopefully they will fix it and I will be happy.

 

Update 3

Got laptop back

Good things:
The replaced my LCD lid and keyboard bezel

Bad things:
IS IT THAT DIFFICULT TO SEE MY SCREEN IS LEAKING PARTICLES IN AND I HAVE A FRIGGIN HAIR IN IT?!~

Oh and my lid sensor fails to work still.

^think they will get the point?

 

On a positive note; my video failed and I used online support last saturday to contact HP. I received the send in packaging on Tuesday, shipped it back Wednesday and received it back By monday with a new GPU and Motherboard checked off on the return packaging. I have a dv9500t, I am really happy with their support but am fearful this will happen again.

 

Secret is: Ask for a replacement.

I think they have a limit on how many times a notebook is sent back in before they're willing to replace it for you.

I had a zv6000 that I bought the 3yr warranty for. I had to send it in for repair 5 times. When they shipped it back to me and it STILL wasn't fixed, I called my case manager and said I wanted a refurb, that this one was a lemon and I didn't want it back.

So the case manager sent me a replacement. And since they didn't have any refurb dv6000, they had to send me the latest model, a dv6000z, everything upgraded.

So I had that one for almost a year and one day I turn it on to find the video card failed, so I sent that in for repair, they shipped it back with scratches all over the case. I called, complained, sent it back in. They replaced the scratched up case but shipped it back to me with the 'g', 'h' and backspace keys not working. I called again, got a new case manager and said I didn't want to send it in again and that I wanted it replaced. The case manager said they have a rule where they can replace the system if its been sent in twice in one month and the problem is still not fixed.

So they upgraded me AGAIN! Now I've got a dv6500, with all kinds of extra bells & whistles. And the new system came with a new warranty. All the good stuff.

 

Damn I should have asked for that instead of getting it sent in for a third time think they will let me change it now?

Edit I have the send it back to that evil texas "HP Service Center" box right now and I dont know if I should take it to fedex to ship it back out or just change my stance and ask for a new one.

Took the advice, called HP they said someone will call in 24-48 hours -_- just great how did they know I wanted to spend the rest of my winter break sitting at home by my phone?! so thoughtful!

 

don't bother with the support anymore. Tell them you sent the crappy notebook back and you expect a completly new one within the next week.
At least that's what i would do. I don't know the laws in your country, but here in switzerland they HAVE to give you a new one if you ask for. I'd be pissed like hell if that would've happened to me...

 

Their phone support is great. Very helpful. But it is clear that they outsource their tech support bench work to some unknown company. I think they have to deal with this kinda crap all the time since they are so quick to deal with problems caused by tech support.

Here is my list of stuff that happened with my laptops I sent in for repair:

First dv9000 (replaced, defective touchpad from day 1)
Second dv9000 (sent in to fix notorious screen crack issue)
-7200RPM 100GB drive replaced with 5400RPM model two different times
-keyboard replaced without permission
-something they did made the mute button go haywire which they couldnt fix
-something they did made the cooling system goto crap

First dv9500 (replaced second dv9000, sent in for water damage in first week)
-replaced 7200RPM 100GB drive with 5400RPM drive
-caused issue where numpad didnt work, FN combo keys above numpad didnt work, Insert FN combo key became printscreen, and clicking numlock turned on hidden numpad on UIOPJKL;M,./ keys. Issue could not be fixed after sending it in again.
-Dented front of computer, as if the computer was rammed into a pole while closed.
-Cracked chassis next to touchpad, making a flap of plastic.





I am going to take extra special care of my current laptop (second dv9500) so I can avoid sending it in to tech support. Their tech support is such CRAP and so inept.

 

haha
Is the "a case manager will call you in 24-48 hours" some sort of joke like the classic technical support solution where they ask the caller to defragment their hard drive?

That 24-48 hours is very vague and is a huge waste of my time. Know if those "case managers" can be emailed or something so I can hunt one down?
I guess they still have until 1pm tomorrow to be the "48 hour" but im even more annoyed. -_- bad for blood pressure and im just 22 haha

 

it is the biggest joke.

everytime they do that to me, be it for support, for checking status of a repair, for discussing a problem, or anything, THEY NEVER CALL BACK. I always call after the 48 hour window and always have to be like "so...you didnt call. Now put me on with a case manager."

I think the next time i have to do this, i will just call back after 24 hours, or even earlier and be like "i know you wont call so just push me on to a case manager please."

 

Sheesh... This i making me think twice about sending my laptop in... I like you use it everyday, but I have been having audio out(headphone) problems since day one... Everything else works fine except that. But it is annoying since the speakers on the laptop aren't awesome and I like using headphones...But I really don't want to have to wait 30 days, or even more than 7 for them to get it back to me... Why can't I just drop it off somewhere, they fix it, and I get it in a couple days? Ug... What do you guys think I should do? I've tried everything else... How long does it usually take to get a laptop back assuming you don't have to send it in again?

 

It really depends.

If for example my webcam was broken, i definitely would NOT send it in to be fixed. I rarely use the webcam...

Your case is a difficult one to answer, xenon2050. I think its worth less to buy a soundcard for your expresscard slot than it is to risk the headache from dealing with HP tech support.

From my experience and what i have read on here, on a scale of 1 to 10, 10 being most likely, 1 being unlikely:
Likelihood of damage to the chassis, be it a scratch, dent, crack, etc.: 8.5/10
Likelihood of having your 7200RPM drive changed: 10/10 (unless you leave them a BIG NOTE telling them not to replace it, like I had to do)
Likelihood of having your windows reformatted: 10/10
Likelihood of having minor components replaced (keyboard, optical drive, etc.): 4/10
Likelihood of having hardware problems caused by tech support: 7.5/10
Likelihood of getting computer back in less than 1 week: 1.5/10
Likelihood of getting computer back in 1 week or more: 10/10
Likelihood of getting computer back in less than 1 month: 8/10
Likelihood of getting computer back in 1 month or more: 2.5/10

Then of course you have to deal with HP phone support in regards to any problems caused by tech support. And in most cases it ends up with them replacing the unit which takes at least a week and a half to build and ship.

 

Why would they automatically replace/format the hard drives? Guess ya should make sure nothing important is on there... Hmm, well I also have a intermittent problem, where the wireless internet losses connection for a few seconds and then reconnects... Not sure if it is a hardware problem though... I wish I could just request the parts sent to me and I'll replace them myself.

I couldn't find any audio expresscards.

I really like HP's computers, but I REALLY wish they would offer some kind of quality assurance thing when you buy the laptop... Such as for an extra $50 they will test all the components to make sure they are working... For small things like a stick of memory it isn't a issue, sending that back is simple. But a laptop? I use mine everyday, I don't/can't go without it for weeks at a time... If they just got it right the first time... And i know this is a problem with all computer manufacturers even Macs... We bought a mac laptop at work and it had a faulty video card... A few simple tests could have told them that. Thankfully they fixed it within a week after we dropped it off at a apple store.

Edit: Sounds like the wireless thing might just be a Vista issue... I'll try new drivers for it and see if that works...

 

Im happy, I called them again and this time I asked to be directed to a quality case manager and we talked a bit and it looks like I will be getting a very nice new replacement!

I hope there wont be any bumps along the way but at least I won't be going nuts about my computer now.

 

Glad everything worked out!

 

Are the estimates said by this guy true?

Theyre gonna scratch up my laptop trying to fix it? If so then...omg why did I send it in for repair!

Likelihood of having hardware problems caused by tech support: 7.5/10

 

Those are just my estimates based on my four tech support experiences and reading what people here have said about their experiences.

My first experience: replaced 7200 drive with 5400, replaced minor parts (keyboard), fixed screen, but caused new issue. Work time was 1.5 weeks.
My second experience: again replaced 7200 drive with 5400, again replaced keyboard, did not fix issue. Work time was about 2 weeks.
My third experience: fixed water damage, replaced 7200 drive with 5400, caused new issue. Work time was about 1 week.
My fourth experience: replaced keyboard, but did not fix issue, caused structural damage including dent and crack. Work time was about 1 MONTH!

So over my four experiences:
4 of 4 times my Windows partition was formatted and Windows was restored to factory settings.
3 of 4 times my 7200RPM drive was replaced with a 5400RPM. The last time i left them a note to NOT replace it, and they didnt.
2 times they caused a new issue, and the other 2 times they failed to fix the issue.
2 of the 4 times they replaced minor components that didnt need replacing.
1 of the 4 times they caused structural damage.

Average time spent on the four issues was about 2.125 weeks. That last one was a DOOZIE (1 month).


Number of replacements because of tech support problems: 2

 

Hi everyone im not dead. Im still waiting for a tracking number of sorts, my replacement was approved, I just don't have a tracking/estimated build date yet.

Just wanted to update you guys on a new issue... seems that the lid sensor did have issues


As you can see, I need to place something under the front right foot of my laptop in order for my screen to stay on.

It seems rather strange for it to need forces applied to the front when the switch is in the back according to the service manual. Im slightly tempted to fix it myself.


Per the joys of youtube, http://youtube.com/watch?v=X-DKgPey_RA (note the neat trick title is sarcasm)


Ohh and for whatever its worth, I didn't have any issues with speed, they had quick turnaround times when sending the laptop out. Although I wish they waited a bit longer to carefully work on it rather than trying to use a crow bar on it or something.
They didn't wipe my hard drive when I sent it back both times.
Those estimates are quite funny though lol

 

Man, if anything, this thread is creating a nice long list of things for which to write on a paper to send with the next repairs telling them what to check for.

Before returning laptop:
*Please check the consistency of the lcd sensor
*Please check if all keyboard keys and all FN-combo keys are working
*Please check to see if numlock on 17" models enables only the standalone numpad and not the UIOPJKL;M<>/ keys as the numpad
*Please check to see if all quickplay buttons are working as expected
*Please confirm that there are no hairs or dust in the screen
*Please check the consistency of the audio ports on the front of the unit
*Please check the consistency of the screen latch
*Please check to confirm normal temperature levels with all components; GPU, CPU, HD's, etc.
*Please check to confirm normal operating fan speeds
*Please confirm that the bottom of the machine is not missing any screws
*Please confirm no missing rubber pads
*Please confirm that all ports are working properly
*Please confirm that optical drive ejection button is working
*Please confirm both speakers are working
*Please confirm microphone is working
*Please confirm webcam is working

etc. etc. etc.

 

Hate to bump up a 2 week old thread but I figured I should relay my experience here. I sent in my dv5020us and they received it on 1/15. About 2 days later, I check the order status online telling me it was out of warranty and the service charge would be $318.86 and oh by the way they claimed they were tying to contact me yet I never got a call from them :/ Anyway, I found out they claimed that my broken USB ports were customer damage (which it wasn't) and thus I would have to pay for it even though I had an extended warranty. I went back and forth from supervisor to supervisor, each assuring me that they made a mistake, I WAS under warranty, and that they would update the order status in 24-48 hours.

Long story short it never happened until after I spent an hour and a half on the phone with them until I finally reached a case specialist (Susan Kapp) who updated my status so the repairs will be done for free. Unfortunately, after reading everybody's posts here, I'm very nervous about it coming back in the same physical shape I sent it and with all of the things I requested to be repaired actually fixed.

If you guys have any suggestions let me know. I'm hoping they will send me a replacement, especially after they see I have about a 3 page long case record with them about my repair

 

Well I guess the next call from your case manager she will tell you that they can't fix your laptop they will just replace it. That what happen to my DV1680us sent it for repair for over heating charge me $430 for repair. They claim they called me and charge me another $300 a total of $730 because they said I spill something on the laptop. But I never spill anything on my laptop and I was really piss off because of over charging. They transfer me to a case manager. Refund back my $430 and claim that they cannot fix my laptop but replace it with new one. Well I guess fixing it cost more than replacing it.

 

What I did when my laptop stopped working, I told them I can't send it in because of work purposes but told them to send me a new one fully charged for and then when I get it I'll send mine back. Worked for me twice already.

 

oh!! I like that... if I get mine back from repair and they didn't fix everything, I'm just going to tell them I need it for a term paper (I do need it to write some papers) and I'll tell them that once they send my replacement, I'll send this one back

 

Dude i had the totally same situtation happened to me.(luckly i am getting a new lappy soon)
I sent in my compaq presario V3000 in because of my network card not working and when i got i back the network card was fine. But there are loads of scratches on the screen some wierd stains aswell. And most terrifing of all- they tookout my smart card(is that how u call it???) cover and now it's collecting hall of a lot of dust and i can see blue light coming out of it......
And i got it wrapped in a plastic film with a sheet of receipt inside....

 

I recently had a problem with my HP Pavillion Entertainment notebook (model# dv2125nr). It wouldn't boot at all, used to get a blank screen whenever u turn on the power button (all the lights wud be on). This happened 19 months after I purchased the laptop. I found out from HP Customer care that HP had a manufacturer's recall on my laptop model. They sent me a box and packaging material, thru FedEx Standard Overnight shipping. I sent my laptop to them. They replaced the motherboard, and within a matter of 3 days the laptop was back in my hands. I was very happy and satisfied with the service i got from HP. Before sending my laptop, i was a little apprehensive about what to expect, after reading the horror stories on this and some other forums. But the whole process was smooth and painless. I didn't have to spend a single dollar out of my pocket.

 

Luckily mine is alright after sending in for a screen replacement. Even business-line notebook got screwed, my case is alright except they managed to leave a tiny bit scratch on the palm rest.