Bluetooth nightmare/hp support heck HELP!!!!!!

I have a dv6000z. Overall I am very happy & impressed. It works great. I got it last Friday & have been trying to get the bluetooth it should have to work. I have spent no less than 10 (yes TEN) hours on the phone with one person after another at HP without success.

Finally I was escalated to a surly American (I had hope escaping the outsource partner would be better but uh no) who eventually agreed to send a new nic. I got the nic yesterday & still have no bluetooth. In Mobility center the wireless setting choices are Turn WLAN off, Turn ALL Devices Off. No Bluetooth. In device manager there are only the wlan & wired Nforce nics.

I just had yet another pointless conversation with someone that asked (even after I showed I was not a novice) if the switch was on GRRRRRRRRRRRRRRRRR

They ask the same inane questions over & over such as does the machine have bluetooth? I have expressed over & over it was advertised as having it & the sticker on the box which shows all other components properly says Bluetooth: YES. (see picture below)

Is there a secret part of the bios that allows turning bluetooth on/off?

Please help I am about to scream!

 

Take it back to where you got it from and get another one! Or send it back if you ordered it! You only had it a few days

 

I prefer not to return it (yet) as it works perfectly and I bought a 12 cell battery & a tuner kit for it (which I can use on most current notebooks).

I attempted to get it solved yesterday unsuccessfully & again today. I have a new "escalated" case which should garner me a call sometime next week so I'll see.

I searched and found a thread that referred to pressing F11 to get to a sub bios but it does not, just boots normally anyone know if there is a sub bios in the 6000 series?

 

Do the serial number on your notebook and the one on the box match?

 

Your device manager should show the bluetooth device listed if present and installed properly. I know that windows itself cannot enable or disable the bluetooth module. Try using the HP wireless assistant. You should be able to enable or disable this module from here. HP Wireless Assistant can be found under the control panel if you have not uninstalled it. It can happen that the BT module is off by default and hence windows cannot activate it. Its happened to me once. I hope that this is resolves your issue. Keep us posted what happens!

 

Call Hp and tell them they gave you a defective laptop and they should send you a new one

 

Yes

Neither Wireless Assistant nor Dev mgr shows BT.

 

If you bought it from HP, you only have 21 days to return it to get a replacement. After that, you will have to send it for warranty repair, which could take more time. I know it sucks that you just got it and want to play with it, but if it's broken, TAKE IT BACK NOW.

 

i agree, just take it back asap before the time limit runs out

 

HP support leaves so much to be desired I just can't believe it. I called twice over the weekend the only solution I was offered was another escalation to case management. I got no call today neither from that escalation nor from my call(S) to the previous escalation nor a corporate "executive" line I found from spending 20 minutes being transferred around Palo Alto.

Further I was transferred to sales last weekend and was referred to send an email to "the president" still no reply.

Wow.

The main reason I don't return it is it is working flawlessly otherwise. I am using a Logitech dongle with my Dinovo keyboard and MX 1000 Lasermouse.

 

Well...you bought something which said it had something and then you find out it doesn't. That is reason enough to return it in my opinion.

 

I agree 100%. I have 9 days from tomorrow to demand the return, I hope they will wake up & offer a resolution in that time. If they don't I'll be returning it.

 

You know why your bluetooth is not working? Its because the BT module isnt even there. They probably didnt include it in from the factory when you bought it

Mine says i have Bluetooth on (HP wireless assist, and BT icons says so) and on the device manager it has all these BT drivers installed except for one device with the ! mark. Even though im 100% sure mine doesnt have BT built-in when i bought it. HP's error.

 

LoL - not to laugh at your circumstance or anything; but speaking as a former HP customer, I can attest to their lack of customer service, lying, downright playing around - up until you past the point of return.

In 2003 I purchased a HP Laptop, upon the get go I noticed the CD drive was NOT working - which was confirmed by those script reading monkeys at HP after oh 3-5 calls with TONNES of Call Wait time, transferring me place to place, hang ups, etc.

Long story short, my return window was 14 days - me being silly in my naive stance believed that it would've been just a simple thing of them sending me a replacement CD drive -> Never Happened.

I finally realized they were only stringing me along and playing the monkey 3 months after my purchase and only realized then and only then that I'd never get a resolution from HP.

On top of that, I was too scared to send in my brand new laptop for repair as I've been reading the horror stories of people send in their laptops, having the casing/screen cracked or scratched up, with it ending with HP telling them that it's 'they' (the customers) who did the damage and just sent back the busted unit to said customer.

There are literally hundreds of these stories around if you just do a simple search. Anyhow, after that, in 2005 I purchased another laptop (Toshiba Portege M300) - this time it was a different problem - laptop would randomly make beeing sounds and lap for around 1 minute when I'd be 'trying' to type notes in my lectures at 15-20 words per minute (a very slow rate I might add). I didn't realize this until 3 months after when I started using it, since it initially seemed okay while I used it for surfing, etc. I figured nothing was wrong with it.

Again my return window was gone, although Toshiba's business tech support was superb compared to HP's tech support - I started reading up on Toshiba and other customer's experiences; suffice to say, there were very alarming similarities in regards to damages to customer's computers - albeit not as much as I saw for HP.

The moral of the story? Purchase from a reputable seller who's aim isn't to just take your money and run off with it after you figure out something's not right with your new expensive doorstopper - i.e. Big Box Retailers (Best Buy, etc.) and Manufacturers who sell direct only offer between 14-30 days - not much time for such a complex piece of machinery..

A reputable company such as Costco though - that is More interested in having satisfied customers than short term profits, will on the otherhand provide the customer with piece of mind that they purchased a problem free machine - i.e. their return policy for computers is 3 months in the US & 6 months in Canada.

I can't tell you how much that would've meant to me back then if I knew about costco; but in the end, it's 'only' the educated consumers that won't have their hard earned money snatched and ran off with if something is goes erie in the typical pittance of a 'return window'

- Jordan

 

There will always be some anecdotal horror stories, and that's because not everyone does their job correctly. Just like that guy you work with who's an ass and you never want to deal with him, a guy like that works at HP too. That does NOT mean that it's their policy to act in such ways -- making the accusation to the contrary is just silly.

HP is a large company and they have rules that you need to follow when you deal with them. If you ever expect to get a resolution about any problem, you have only TWO choices:

1. Return the machine under your 21 day return period, and buy a new one
2. Send in the whole machine for warranty repair.

That's it. You do not have the option to tell them, "but dude, I'm a computer guy and I know what I'm doing, you can just send me the replacement parts." They won't do it because they cannot guarantee that the problem would be fixed (nor can they be sure that you *actually* know what you're doing). By resisting going through the proper channels you are creating the problem, not them.

Yeah, it sucks and it would be nice if you could just have your system and everything would be fine. But, by the luck of the draw, yours isn't working right. So RETURN THE DAMN MACHINE. IF ONE PART IS NOT WORKING, THEN THE WHOLE THING IS NOT WORKING. THAT'S THE ONLY WAY HP SEES IT. THIS IS THE ONLY SOLUTION TO MAKE SURE IT IS FIXED.

I cannot say this any more emphatically.

 

Orev I agreed right up to the they won't send parts. THEY DID. They sent me the SAME non BT nic I had.


I replaced it I still have no BT. I am on the phone with an Executive escalation person, I left a message @ this # yesterday, no callback. I called someone answered. Hopefully he will help me.

Nope, he hung up! omfg!!!!!!

I called back got a woman that says she is submitting a hot one hour ticket we'll see what that brings.

 

I think the BT is on a different card than the wireless NIC. I know when you buy it they make it seem like it's the same card, but for some reason I don't think it is. Also, if they send you parts, then you're lucky, but it's not something to expect them to do.

 

Before one jumps to conclusions - it usually IS wise to know what they're talking about before they do so. In any case, HP *DOES* ship components to their customers to swap out in the US; and if you want to be more specific - the cd drive on my old HP is the type that slides out - so I'm not sure where you're getting all this "computer dude" gibberish.

- Jordan

 

I guess You're a 'Computer Dude' too eh Lancruiser?
..and I take that YOU too are creating a problem? Sheesh, we should be more humble and greatful like Orev to our Corporate masters

- Jordan

 

Honestly at this point the BT is the least of it. I am seeing a corporate wide lack of care and concern. I still have not been given a shred empathy nor any apology. I am still waiting for the 1 hour call back from 9am (it is 1:55)

They have alot of nerve and I am sure it shows in their bottom line. I will never buy from H.P. again.

 

LoL! That's Right! Stick it to them LandCruiser! Run over those *****es like the road kill they Are!

Really, all HP, much like almost all corporations care about is their bottom line.
And well, you know how the saying goes: "Hit 'em where it counts"

- Jordan

P.S. I learnt the hard way about HP, you might do well to avoid such a mistake - i.e. Purchase from Reputable Sellers *only*

 

Still no call. Now they spout a 24 BUSINESS hour response time which means up to THREE DAYS!

I am so afraid that this comes from their "EXECUTIVE ESCALATION LEVEL" to a customer that they can see has been through the mill.

Wow.


I have less and less hope that this will end well with each contact.

 

I got a call!!!!! Guy said my issue was a media card, when I said no, it is a missing bluetooth card he had the nerve to say I WAS CONFUSED!!!!! I said no, I know what the issue is, he asked if computer currently had an issue I said YES MISSING BLUETOOTH.

Now he says we have a bad connection asks for another #, I give him my home phone he says he will call back. That was an hour ago!!!

DAMN!

 

Now, was this a 'Bad Connection' to his brain? If so I can see why he can't understand your problem

- Jordan

 

When you call, are you selecting Tech Support or Customer Support? Tech support will ALWAYS get you India, while customer support can get you some guys in the US. Try to go through Customer Support instead of Tech support.

 

I assume this call was from the Case Management department although they are in Palo Alto and this guy was in India.

I am done. I have asked them for an RMA & filed a dispute with Mastercard.

 

Good for you Landcruiser! At least now you know how much the regular corporations care for their non-corporate customers
Make sure to check out Costco.com or Costco.ca if you live in the US or Canada respectively. As I said before, the return policies for computers are 3 & 6 months respectively - which is plenty of time to figure out if the machine is good or not without having to deal with awful customer service

- Jordan

 

Here is the final nail in the coffin:

HP says the sn & pid do not match, they say the seller (ubid) has somehow created the information tags and that they will not in any way warrant the system. They say the label I posted is not theirs and that I have been sold a system that is from another market or is in some way a "knock off"

ubid refuses to do anything, says the timeframe to return it to them is over and that I should talk to H.P.

I have already received a credit back to my account for the money I paid so I don't care at this point.

I'd say avoid at least HP laptops on ubid. I will avoid ubid & H.P. as they were very rude and their process is very broken.

I got an offer for a good deal on H.P. blank DVD media from some vendor or other & almost bought them until I remembered I am not buying anything from H.P. ever again. I have a Laserjet 1100 and 5-6 cartridges for it when they are gone (in about two years) I will buy a new printer, that is the level of my discontent with H.P.

 

Wait a sec. You bought this through uBid? How is this related to HP? Are they an authorized reseller of HP products? I see a similar laptop on there now, and it's listed as a refurb. Is the one you bought also a refurb?

So what is the state of things then? Do you still have the laptop?

With the revelation that you bought from ubid, is this the correct sequence of events?
1. Buy laptop from ubid
2. Discover a problem with it (missing feature)
3. Call HP and demand replacement for missing feature
4. HP did not send you the correct part
5. Deal with support runaround
6. Get an RMA number?
7. HP tells you they can't RMA because of mismatched sn?

 

HP manufactured it, ubid sold it with a 90 day H.P. refurb warranty it came with documentation that said so FROM H.P.

Even if it were a Dell H.P. has their head so far up their butts AT THE CORPORATE ESCALATION LEVEL it is not funny.

Right this second the machine is on it's way to H.P. and I have my money back.

The final post is a warning that ubid is selling unwarranted merchandise per H.P. but claiming it has a warranty. At close of auction ubid pulls the page down but here is the warranty portion of the ad:

Warranty
90 days from HP

Package Contents
Laptop, Power Adapter and Rechargeable Battery

Here is a link to a current auction:
http://www.ubid.com/HP_Pavilion_dv6...GHz_2GB_120GB_15.4"/a11112343-rsearchone.html

Like my machine it says manufacturer refurb, & 90 day HP warranty. I sent the label to a friend that has bought many HP laptops he says it looks like a word doc.

As an aside how long have you worked for H.P. orev? you sound just like them. I revealed the origin of the system call 1 to H.P. it is in theory their system. They will have it on Monday and will be proceeding as they see fit against ubid. I am done, have ordered my new system directly from dell and will never deal with ubid nor H.P ever again.

 

Costco all the Way!


- Jordan

 

NO

call 1 ubid, referred to HP first 90 days per ubid

call 2 HP referred back to ubid

call 3 back to HP

calls 4-10,000 HP runaround

I am dead as disco on this issue.Adios orev say hi to your ineffective H.P coworkers for me

 

Oh I'm sure he will - but yea, don't forget, 'You' the dasterdly customer are the one giving trouble by being a 'computer dude' - if I recall

- Jordan

 

This is what I get for trying to save 100.00. All my fault. How do I apologize to HP? (which btw they never thought of doing)

By the way orev, bluetooth is on the very real looking spec sheet that came with the system.

 

Did you get the RMA from HP or from ubid? Who did you send it back to?

The reason I ask is that I also dealt with HP returning 2 laptops, and the language barrier was an issue, but once past that it was pretty straightforward. Your situation strikes me as overly complex, and could be a reason why you are having so many troubles with them.

 

HP says it's sn does not match the product #. They say the label on the box is a counterfeit, they refuse to deal with warranty on the system but asked me to send it to them so they could "take appropriate" action against ubid. I sent it to H.P. AFTER my cc co agreed to accept that as return of merchandise.

 

There's nothing like taking something out of context. My comment, actually quoted as:

I later clarified by saying:

The point is that many people who "know computers" expect that a company will deviate from their standard procedures just because they think they know what the problem is. If anyone could just call up and say, "hey, I know what I'm doing", and have them change their procedures, then they would have a lot more problems to deal with because many people who think they know what they are doing, don't. If in a particular case or a specific part, they actually *do* send you the part, that's great, but it should not be expected just because you claim to know what you're doing.

Anyway Landcruiser, it's too bad you had to go through all of this. I also had problems dealing with HP (returned 2 laptops in the past 6 months), and I was lucky it didn't get as bad as your situation did. I just wish you had returned it like everyone told you to do 2 weeks ago. I guess you live and learn. Well, good luck and if you find a company with better customer service, I'm sure we'd all like to hear about it.

 

I have dealt with Dell for years they are no saints, H.P. has them looking pretty darn good to me.

I have not been subjected to such bad customer service in memory. I will not soon forget my mistreatment at H.P.'s hands.

 

I know what they tried to do.. it happened to the previous laptop i bought which i immediately refunded.

The laptop you bought did not come hp warranty.. it came with an in-store warranty to where ever u bought it. They have to relabel/rebadge the serial numbers to their "own" database. When i recieved my one the serial bar was cut out and replaced by a serial bar code sticker on top. I was worried straight away and emailed the store and went thru alot of hell about the warranty so i ended up returning it

Warning to all future laptop buyers: MAKE SURE YOU GET THE STANDARD 1YEAR HP MANUFACTURER WARRANTY. Always double check before buying. And when recieving, it should always come with the warranty sheet in the box which has all the warranty details included

 

100% correct! My point is I told H.P. this IMMEDIATELY They knew the SN & Product # did not match day 1 but ignored it. Not until I pushed did they finally get nasty & say it was my problem. I said no it it yours as H.P. is being tarnished by this. It took them several days but finally they saw it & told me to send them the machine.

It is now ubid's problem. But I was so poorly treated by H.P. that for me, it causes me to refuse to have anything to do with them, shame because they do make good products. I just refuse to pay companies that mistreat me.

 

The ubid store you purchased it from probably bulk buy it from a corporate division supplier which independently takes care of their own warranty services.

I dont blame HP for not helping you though. Its not considered their product and you did not pay for their warranty services. You were mislead by UBid, but i have had expriences with HP tech support aswell and it was horrible. The service representative was just repeating the same method over and over again hoping it would work even thought i told him it wasnt.

I will give you the best advice that you will ever get when calling customer support:
-Be polite and professional
-Do not let them waste your time.
-If they dont solve your problem in 20minutes, ask to speak to their supervisor/case manager or someone with an IQ higher than 70. Go straight to the big kahuna as you have that right
-Tell the supervisor you are very dissapointed at their service and have wasted hours (even though u havent)
-Show anger and emotion for wasting your time!

I am sick of calling useless customer service lines that i usually have to abuse them in a professional manner so they dont hang up and i get what i called for quicker.

 

And there's nothing like jumping to conclusions either - which of course, you most certainly DID many times over

Neither I, nor the original poster said anything about knowing anything about computers - but that didn't stop you from pouncing on us to HP's rescue.

HP, like Lenovo and many other manufacturers DO send out components (as the original poster also concurred) to customers for minor things.

Luck has nothing to do with 'policy'. If it was not 'policy' they it would Not, Could Not have happened.

The 'Fact' IS -> Neither of 'us' claimed such a honour - it was thrusted upon us by 'You'.


- Jordan

 

Neither will many of us..

- Jordan

 

I have said all I am going to say over and over. This is the last time I will say this

(1) ubid says it is refurb by HP, has 90 day HP warranty,
(2) HP accepted responsibility I told them call 1 where it came from what my expectations were.
(3) I demanded escalation, on the first call, hell I emailed the "president's" office, Saturday will be three weeks ago NO REPLY
(4) the executive "escalation" people were the rudest, least helpful.

I remained professional and spoke without any personal attacks. I was repeatedly hung up on and mistreated.


That is all