Can somebody help me get my laptop back?!

I sent my DV6000 on 04/18/07 and it was due on 04/26/07. They keep telling me a part is in backorder since the 04/19/07. I ask for a replacement as my laptop is only a few months old, they say I have to talk to a case manager. I hold for an hour for one then they say he will call me back, and a case manager never calls back. I have been waiting for a case manager to call me for a week now. What can I do? Who can I talk to? The supervisor says he has no authority and I can't get to a case manger to solve the issue. Do you think they are hiding something or what??

 

You know, I will keep on hounding them.. Ask for the case manager's name and extension no. If they don't, phone back and get another guy. Insist about it. Say how many times you phoned already and you are not a very happy customer. If that won't work, write them a registered letter. I know hp is a big company but I don't think they are that un-concern about a customer. ps: I don't think they are hiding but it is just a BIG company, that's all.

 

you cant use the excuse that its a big company for some idiot not calling back, keep calling them everyday, threaten to badmouth the hp name or go to consumer rights protection (or whatever it might be called in your country) if your in driving distance drive there and tell them to fix the laptop or give it back, its not like on the fone, they cant hang up

 

Thanks for the advice I'll do exactly that. Where do I get the address from to send the letter?

 

let's leave racist comments out of this forum please.

 

what racist comment? ... HP out source! It's stating fact!

They're not all called Chris!

 

OK.. hp outsourcing is a fact... but "wang chong?"... come on... seriously now.
That term is so derogative towards the Chinese, plus HP outsources toward India anyway, not China. You need to get your facts straight.

 

Guys come on need help here no debate or a fight. So I called hp and all they can do is assign me a new case manager. When I demane my pc back they said they will be happy to do that! Can't believe that they are not concerned.

 

im sorry i diddnt realise that it was a racist comment, is it actually a chinese word? And i made no fact, i wasnt trying to say he was chinese.

 

well actually HP doesn't have tech support in India (as you can tell by their accents). I'm sure someone's pointed that out already.

 

I feel your pain. I sent my dv9008nr in for repair the second time on 03/19/07. I finally got it back on 04/17/07. (yes 4 weeks) It was missing my 2nd hard drive and had a dead drive of a different make in it's place. The unit only worked for 4 days before it died again. I found a contact name here on these forums. [email protected] I sent an email to him telling the whole story about the laptop failing for the 3rd time with the same problem and the dead drive. Three days later I was contacted by a customer case manager and they offered me a upgraded replacement unit. We went over the specs over the phone and she ordered it for me. I don't have to send the other system back until I receive the new one and it is working to my satisfaction. This Mark Hurd fellow must have some pull. Evidently poop does roll down hill. Time will tell if I just had a lemon or it is a design problem. I should have the new unit sometime this week. I would try to contact Mark Hurd at the email address I mentioned earlier in this post. It seems to have worked for me so far. Just be polite and accurate with your facts and include all your contact info and maybe it will work for you too. Good luck.
Jim

 

I had a situation with a warranty repair on a Compaq and I ended up with an upgraded replacement unit. I'm very happy with my outcome.

 

HP outsources it's customer service to India. When they can't resolve the problem they call tech support and connects you through them. Customer service usually will give a number for reference and so will tech support when you talk to them. Tech support actually takes over the problem and will send a pre paid shipping box if the laptop is still under warranty. The box will arrive in a couple of days. I had to send mine in after 2 mos (Compaq model). After 4 days someone called me informing me that they cannot resolve the problem and was sending my laptop to corporate in Texas (repair was back east) for further evaluation, apologized and offered a brand new laptop with upgrades for my trouble. He was sending an HP model rather than a Compaq. So now I have 2 sets of batteries, power supply at no extra charge. Tech support was very nice and he did have a southern twang. He left his contact number when I was unable to answer my phone and answered my return call right away. Just remember to call during business hours. Avoid calling during lunch time and at the end of the day. Talk calmly and write down everything that's said for reference.

 

Thanks. I just wrote Hurd a nice letter. By the way, do you know who Hurd is? It is the CEO LOL. Check out the link below.

http://www.hp.com/hpinfo/execteam/email/hurd/index.html

 

Still, it's nice that you can get in touch with the CEO of a large company these days. It takes a lot of guts to post that on the internet.

 

i wish i could be that lucky with toshiba

 

Possible solution... I had a problem with Compaq that I wasn't too happy about. Two weeks after the warranty expired my hard drive decided to die.....I was pissed!!! Went to their website and found the e-mail address of the CEO which they posted in an obscure area. FYI here is the CEO e-mail link:

http://www.hp.com/hpinfo/execteam/email/hurd/index.html

Send him an e-mail reflecting your dissatisfaction (with feeling). The e-mail will be picked up by a liason person and hopefully they will contact you as they did me. By the way, although I repalced my HD with a much better one they did send me a new battery at no charge as a gesture of good will.

Hope they sove your problem as well.......good luck.

PS - don't bother with the paper letter. E-mail will be better.

 

I forgot to mention......make sure you put a telephone contact number in the e-mail.

 

If you file a complaint with the Better Business Bureau online you will get a quick response from HP.

 

Thanks for the info. I did send him an email.

 

Thanks for the reminder. I also included my case number, address, and phone.

 

I will do that if I don't hear from them by midweek. I got a cut and paste reply though.

 

Thanks for the contact info on this thread. My HP dv8000 notebook's 2nd time at HP support lasted 7 weeks, and it was returned in an open box, unfixed.

After owning the computer 6 months, it'd been in service twice for a total of two months, and I have just about given up. It's a nice PC in theory... just put aside the intermittently unresponsive keyboard, the screen littered with debris that has fallen down behind the glass, and the newly stuck mousepad buttons and you've got a great multi-purpose desktop replacement.

HP support has been exasperating and altogether useless. Time to contact the CEO.

 

Just an update guys.

I just received a call from my case manger in the morning. I called late at 4:00 pm (an hour before shift ends), and no one was home. It is kind of my fault for calling late. I will call tomorrow and demand a replacement. Hopefully I can get one of those business notebooks (lesson learned: never buy a consumer notebook).

 

It looks like the email to Mark Hurd worked for me. I received a phone call from my case manager this afternoon. She told me my replacement laptop had just cleared customs in Alaska and it should be delivered to me on Friday morning before 10:30 AM. Starting at the top seems to have worked for me. I hope you get a similar result. Just remember to be polite but firm. These are people that are trying to help you so don't lose your cool. My case manager has been very polite and helpful. Best of luck.

Jim

 

Didn't work for me. I think I just have an incompetent case manager, and not as lucky as you. Apparently, they didn't change my manager, and they left me with the same person (Amber) that was suppose to call me three week ago! I called today again at 1pm and I got a message stating that "mangers are currently busy, please leave a message and we will call you back". No one called.

So how cool could I get? I have been waiting since 04/18/07.

 

According to the latest issue of Consumer Report, HP ranks about last in reliability and customer service. I hope mine laptop will last a while. Good luck with getting yours fixed.

 

Well I have an update. My replacement came today. A day early and so far it is ten times faster and smoother than the first one. Sorry to hear you are not getting the service you deserve. Keep firing messages to Mark Hurd. This is not fair for you.

Jim

 

Thanks davidt1 for the kind comments.


Good news update for me!

Today, I was very determined to get a hold of my case manger (Amber). I called her and left her three messages. At last she called and she was not too happy about my three messages, lol.

She said that a part that is needed for my computer would not arrive until June! I think they lost my laptop! She offered me a replacement. I guess more torture for me from hp in the future. I demanded a business notebook and she said she can't do, as it is another dept. But I can get a consumer one. That is good news for me.

I'm thinking of getting a dv6500t. Mine was a z but want to change and experience the t.

Just wondering if I should wait for a better graphics card. Or should I get it before they change their mind?

 

i am in a smiliar boat as you.

i had my laptop missing for 5 weeks, until I got HP corporate's # and i called them and talked to a SENIOR case manager, which got me in touch with the case manager immiedaiatly and he apoligized for not calling me back after my 2 weeks of trying to reach him.

the end result was a new laptop, everything upgraded (even tho my laptop before hand was nearly fully loaded...only a better HD added, 2ghz C2D instead of the 1.83ghz C2D which i had, and the nvidia7200)...and also i got 2 extra 2 cell batteries.

end result: im still not happy. the screen is garbage, my mic is still very faint, this laptop also has severe heating problems compared to my other dv2000, and my video is having driver troubles. the case manager said he would call me in a couple of weeks to make sure i am satisfied but he still hasnt called. I will get in touch with him in june (hd-dvd/gpu comes out), and ask for a new replacement. i didnt wait 5 weeks in the middle of the semester for a half assed upgrade.

 

and if i was you, i would let them know you are interested in a new laptop....but you want to wait till the the nvidia GPU comes out as well as the HDDVD.

let me know what they say bro!

 

Will do.......................

 

any new updates?

 

It's a bit slow with my case manager. I got a call from her asking me to leave a message with the specs I want. I did. I also asked her that if the gpu is here within a week I will wait, otherwise I will accept the gpu downgrade. I don't want them to change their mind. Funny, that I got my old laptop two days ago with all sort of problems (cable error, quickplay doesn't work, etc.). I didn't mention that I received it. Once I get the order in I will send my old one.

I will let you know if I get any gpu info.

 

I hope you asked for the absolute best hardware option on everything.

I did, and was surprised when they agreed to all of it.

 

I chose all, lol, even the three year warranty. Only left out Norton. If they let me wait I will add the best gpu and HDDVD drive.

I see you got the TV tuner. How does it work, cause I asked for that one too, lol.

 

hahaha nice, thats how it should be! makin us wait for no reason! lol

well, im stil waitin on your response to decide on if i should call them now or wait.

 

s6arface,

There is good news and bad. The good news is that I will receive my dv6500t in two weeks. The bad news is that I will settle for a weaker gpu. As I have stated before I do not want them to change their mind about giving me a replacement. My case manger said that she has no clue on when the new gpus will be out. I wish I could help. I also wish that the new dv6500t would have problems so I can replace it with an upgraded gpu. Nah, I am satisfied.

 

hahahah well thats good! thanks for the info bro!

 

also, what does the new 6500t u ordered come with?

 

Upgrade to Genuine Windows Vista Business (32-bit)
Intel(R) Core(TM) 2 Duo T7300 (2.0GHz/4MB L2Cache)
15.4" WXGA BrightView Widescreen (1280x800)
HP Imprint (Radiance) + Fingerprint Reader +Webcam
2GB DDR2 System Memory (2 Dimm)
120GB 5400RPM SATA Hard Drive
LightScribe Super Multi 8X DVD+/-RW w/Double Layer
Intel(R) PRO/Wireless 4965AGN Network w/Bluetooth
HP Expresscard TV Tuner for Windows Vista Notebook
3-year HP Accidental Damage Protection with Express Repair extended service plan


She said she can't do (LOL):

Verizon Wireless V740 ExpressCard
Microsoft(R) Office Small Business 2007


Just wondering if the Intel WiFi card is similar in performance to Broadcom.

 

wow, tv tuner and 3 yr warrenty! very nice! u got a good deal bro! im happy everythin worked out

 

Dude congrats! I love happy endings =)

 

The Intel WiFi card should actually perform better than your old card.

 

Thank you. If it wasn't for this site and its members, I wouldn't have figured how to reach my case manager. Thanks again guys.

 

Wasn't it a good deal?! Just wondering how will the gpu stack up next to the 7200go I had. I don't game (play on ps3), but you never know.