Best possible solution HP could provide for envy 15 screen issues

Ok, time to step into an alternate reality world where HP would do the best PR/goodwill move possible.


We can all see that the colors on the 1080p screen are not as good as many others. If I had to choose between lower gamut and better vertical viewing angles I would still very slightly prefer the better viewing angles because I HATE vertical color shifts and brightness shifts with minor adjustments of the screens tilt. For many people though, simply the fact of knowing the colors are not quite spot on will annoy them enough to not want to bother with the laptop or return it.



So what could hp do to retain those people and convince newcomers to go with the 15?



Supply a better panel. Here is what they should do. They should track down another 15.6" 1080p ips panel with a higher color gamut, a display that is somewhere between the current 1080p screen and say, the 1080p screen on the 15" elitebooks, the dreamcolor display.

It does NOT need to match the workstation class display, but somewhere in between that one with colors and the current one would literally solve every complaint imaginable. (though if the dreamcolor display was ever available on the 15, that would be pretty amazing, it would completely flip the script from non optimal colors on the envy 15 series to just about the BEST you can get on a laptop the world over).


They should then allow two screen upgrade options, the normal 1080p display option, and the upgraded colors ips display option for 250 instead of 150.


And here is where the goodwill/fantastic pr would come in.

If they allowed all early original envy owners to send their notebooks in and pay the 100 dollar difference to swap out panels if they so chose.

If anyone wanted to change it later they should have to pay the full 250, they need to price it higher than actual cost so they can still make money and handle the added cost of return shipping.


/end fantasy scenario


But seriously, that would literally solve all the issues with the current buyers who were on the fence, and completely wipe away concerns about new people looking into the envy 15, it would turn a negative into a complete bonus if the screen was up a notch in colors.


For the people worried about color, I don't think any of them would mind paying a little more for an even better screen. On top of that, hp already does this with their elitebooks. there is a 1600 by 900 15" display, and a normal 1080p option, and then the dreamcolor 1080p option that is their top of the line. The precedent is there already.

 

From their own business perspective, the best thing for them to do is to ignore those who are complaining, make sure their complaints are not heard, and do a revision or complete redesign of their premium notebooks once the sales of the current Envy line go down. No one cares if if a company created crappy products before if your upcoming products look promising. If they did, HP (and Microsoft, Apple, Dell, and anyone who does not have a perfect record of great products) would be out of business already.

 

Honestly, the percentage of all their buyers that notice or care about the color inconsistencies is probably ridiculously low. They will just let those who don't like it return the laptop, and the other 98+% of owners will go on happily. I suspect a great many people on this forum never would have noticed the color problems if it was not pointed out, and that is probably the case for the average buyer.

 

I wonder if that is still true. the envy line is not a mass market penetration computer, they are not in stores like best buy, which is where many people shop for computers. If it was, or if hp had the sort of blind assumption of everything we make is better than everything else that apple has in too many peoples minds, they could more easily get away with issues like this.

But we live in an age of the internet, where many more people search online for first hand reviews and perspectives. It is harder to hide shortcomings today than it was 10 years ago, or ever 5 years ago.


We already know there will be a refresh in some of the internals once ivy bridge launches, it will probably come some time after that, but I do not expect a major casing redesign for at least a year if not longer, with the possible exception of a black beats edition.

That would be as good a time as any to add a screen upgrade option over and above the current one, and there is no reason it should not be made to be compatible with a previous envy model with the same chasis.

they would not even need to pay for shipping, they could charge for that as well since a screen swap would not be a hardware failure they had obligations to address.


Right now, word is getting out that some of the colors are off, and to those that get that word, it is affecting their decision to purchase and or retain the notebooks. Do you think the numbers of people that are looking at the envy 15 that are aware of the issue is so tiny they don't have to worry?

I think they do. It is mentioned on their own website reviews for the new envy 15, their website is the primary portal to purchasing the computer. It does not have mass market penetration like macbooks do, it has a more rarefied pool of potential buyers, and frankly, those buyers are probably more knowledgeable and savvy in the first place to venture out for something other than the cookie cutter premium laptop of choice, the mbp.

 

All past Envy computers are sold in stores like Best Buy. The current Envy 15 and 17 are still new, but they should arrive in stores within the next month. Notebooks that are sold CTO usually arrive in stores 1-2 months later after their online release. Pre-made notebooks sold at stores are usually where the bulk of their sales come from.

As far as the online presence of the display's red/orange problem, major tech review sites (Like Engadget, CNet, etc.) have made no mention of this problem. Most "professional" reviews have actually praised the screen. Most reviews that criticize the screen are from user reviews, and HP now seems to be combing the reviews on their site and taking out the ones that bring attention to the problem.

Sony's Vaio SE shows that this issue can be ignored and have its sales unaffected. The SE has the exact same problem, got the same praise from tech site reviewers for the quality of its screen, and has been selling well enough.

 

If all that is true then you are probably right. Still, they would not even have to admit anything is wrong with the current screen by adding some dreamcolor radiance option as an even nicer upgrade. But then maybe that would make things more confusing for people.

 

This is probably the most civil and constructive thread to date.

I am on my third one as there was only about a $22.00 differance between the 160g and 300g Intel 320 SSD with the coupon and a couple other things when I ordered.

I just look at the big picture overall and do not want to wait 6 months to ge a laptop.

The screen is not perfect but for the price after using it and tweaking the color a wee bit works fine for us as an overall laptop.

I am sure with the 33% discount some sacrifices were made the same as Sony with their SE.

I think HP is handling it well and probably better than most other companys.

While there may be issue with some that need a laptop for PhotoShop or perfect color you can still get a Envy 17 or just get another brand and pay more.

The bottom line is we are pretty happy with the machine for the price we paid even with the glitches that we can tweak and improve on.

All the posts above are pretty much spot on. The reviews for the most part are pretty fair and a few do show the screen compared to a higher gamut screen. Sometimes I wish never I heard about the orange screen as it looked fine to us for our use. And you know what, after my wife used the Envy for a few days she thought it looks great and can't wait to get the new one this Thursday.

Good luck to all on what you decide to do. At least you have most of the info now good or bad.

 

Couldn't disagree more about how HP is handling it. How exactly are they "handling it"?

And to exchange wife anecdotes: my wife found the screen intolerable after about 10 minutes because of the red issue. That's when I really knew it was a problem and not just me.

 

You are returning yours. It has not cost you a cent to try it out for up to 21 days to find out it was not for you or your wife. Done no charge ! Go find another laptop made by someone else.

No Hassle no problem. That is how they handled you as a dissatisfied customer.

 

Interesting perspective.

You essentially agree that HP is not actually doing anything to address this problem. You just like their standard 21 day return policy.

In my view, a company "handling" a problem requires:
1. Admitting it is an issue.
2. Providing some explanation (whether it's how/why it was allowed through their QC process, or just, "we messed up").
3. Offering solutions, or explaining why nothing can be done.
4. If nothing truly can be done, then accept return per standard policy with an apology.

HP skipped straight to #4. IMHO, that's not handling the issue.

And you admit that. You said "they handled you," not the issue. In fact, they handled all of us.

It's not for me to decide, but I strongly encourage you and everyone else not accept such terrible quality control and customer service with your hard earned money.

 

There was nothing wrong with my last Envy 15! The 300g SSD dropped $200 and they were able to get a new one built and shipped in less than one week! They also worked with me to get it at 33% off with free two day shipping. There are 108 people with a envy 15 here in this forum. I do not hear 108 people returning theirs. I hear a handfull from the polls.

Anyway if our new one is in the same condition as our last one we will be happy campers.

Thanks, but like a few other's on some of the other threads this one is turning to crap, I am out of here. Cio

 

don't forget all the time lost d1icking around with such a basic issue in the first place.

 

He just feels he is owed an explanation as to why the panel was chosen, and a personal apology to he and his wife not liking what was offered, even after he essentially got to test drive the notebook at no charge with the return.

I think his attitude is a bit entitled (not liking the screen and returning it = fine... asking for apology for his not liking it or giving a response on his time table = w t f ), but that is what gets results. That review he posted on best buy has 9 helpful votes thus far, his poisonous opinion on the laptops screen has likely deterred far more than simply him.

HP - ENVY Laptop - Nero Black/Natural Silver - nv15-3040nr


The same goes for the reviews on the main hp order page, I left a less trash/scorched earth review of the laptop while mentioning the screens pros and cons but even there it will turn many people off to know the issue is there.

That is the price of bad pr, whether it is reasonable or not. It's why my original solution posted above would be best I think, and it need not cost HP much if anything. But what do I know.

 

I left a non-scorched earth review and it was never posted, so am a bit bitter about that.

The frustrating thing for many of us who care about the color is that it is the one thing keeping the machine from being truly great, and it seems kind of silly that anyone could source, or for that matter produce, a screen that prodcues pure red more like orange. I'm just not sure how that happens.

While I am returning mine, I agree that if you are fine with the screen, it seems like a great computer otherwise, and you should by all means keep it.

 

Did you even read my review? Poisonous? Wow. I praised the laptop in every point in which it deserved it. I also objectively described a major flaw with the display. Bottom line, it's a big deal, and it's enough for me to not recommend it.

Entitled? I guess if getting a product that lives up to its advertised standards (especially when it's related to a component which I actually paid extra for) makes me entitled by your definition, then I am.

At the end of the day, what do I care? I returned it. You guys are right. But, my only point is that HP has not addressed the issue "better than most other companies" like the above poster asserted. They actually have not addressed it at all. Isn't that the whole point of this thread, OP? Offering up one potential idea as to how they could address it. Because they haven't.

I really don't see how anyone can argue otherwise.

In any case, I'll be sure to keep my poisonous opinions to myself from now on.

PS: Here's HP "addressing the issue" in their official support forum: http://h30434.www3.hp.com/t5/Notebo...nge-red-issue-being-investigated/td-p/1158343

 

Keep dreaming man. This is the product and it isn't changing. You either like it for all of its strengths and weaknesses or just return it/don't buy it.

You don't simply just "find" another 15.6" FHD IPS panel to slap into thousands of machines.