Do HP's service-center technicians NOT READ? (EliteBook 8530w)

I sent in my laptop (EliteBook 8530w) with some issues I had also mentioned here ( http://forum.notebookreview.com/showthread.php?t=421022 ), and here's what I got back:

Bad-bearing grinding noise from CPU fan:

I'm not entirely sure, but at least this seems a bit better. Edit: never mind, it's really no better.​

Coil whine when idle, and squealing power brick:

Hmm, I'm really not sure on this, actually... it seems like it might be a bit better?​

Wrong and damaged case cover (missing "Mobile Workstation" lettering):

They replaced it with a non-damaged one, but it's still wrong (however, even PartSurfer doesn't show that text for my model (KW950AV)).​

Cracked screen frame:

They replaced it with one that has a spot for a webcam... but didn't actually give me a webcam! And they even used a Torx screw for one of the corners.​

Permanent smudges on lcd:

They replaced my smudged LG 1920x1200 LCD with a crappy, washed-out AUO 1280x800 LCD!​

I had also even written notes about the issues on the repair sheet, AND even included a printout of my conversation with the online-chat person, where he said he'd "write [each of my issues] in the case notes". Do the service technicians not read the ******** case notes? oh yeah, I did just put a random number of asterisks there.

Anyway, every single time I've sent in my laptop for service, they've fixed one thing, only to break at least one other thing. I'm generally pretty forgiving, but this time, it's made me extremely angry -- especially after they replaced my high-res LCD, which I paid a lot extra for (since I had to CTO to get it).... with crap!

Now, who can I talk to to get this fixed? I know there's something about a "case manager" -- I've had other similar two-steps-forward-one-step-back service cases. The hardware may be awesome... but HP service -- even the business division -- has rather thoroughly sucked for me!

EDIT: To be more specific, here's what I'd want to make amends:

• Send me the correct LCD (LG, specifically) and let ME install the damn thing
• Better yet, send me LCD with webcam... since you can't buy just the webcam module anywhere.

EDIT again: looks like I can find a webcam online, after all... so just the LCD is left to gripe about.

Another EDIT: I've checked again, and the switch cover, at least, is fine after all -- it turns out what was "scratched", was the protective plastic layer that was in place to prevent the underlying capacitive strip from getting scratched.

 

Not 100% sure on that, but I think HP contracts out the repairs to Computer repair centers outside of HP's corporate entities.

If they botch a job, well, they won't hear from you, just from HP...and if they're saving HP enough cash, they'll keep their contract!!!!

 

The thing is, if I look at the service cases I've had, the total expense, including shipping overnight both directions, seems like it could outweigh any savings they would've made in not doing things correctly the first time.

EDIT: I contacted HP through their online chat thingy... so they WILL send me a new LCD. Cool. Now I can stop feeling stark-raving-mad. =P

 

That is very strange. I have business customer service too, and it's usually top notch.

 

But that's still no excuse for how they treated your repair the FIRST time. And are you saying that when you send your system in for repair, you have to pay for shipping? If shipping isn't provided to repair a problem that HP caused --- that is really shameful!!! I don't know, but when my one year old dv5t needs some serious repairs, which it undoubtedly will, I am going to bypass my 3 year extended warranty (which was really expensive!) and just go to a local repair person. After all of the horror stories I've heard, I just don't want to submit my system to having more damage inflicted by HP or their outsourced repair people. How sad that when we buy an expensive technology product, and pay a substantial additional amount for a warranty, that it would come to this!

 

The mix up with parts can occur as you have a CTO unit, so the problem is either the unit was purchased used/refurbished where the parts were swapped/upgraded or if this is a new unit, the system's configuration was not registered in the system. When HP engineers order a part, they are supposed to match the product number (in this case a CTO unit) with the serial number to obtain the factory configuration as shipped. If the system cannot establish this because it wasn't scanned at the factory, then you will get the default part, which is the lowest denominator for the CTO, i.e. WXGA screen, P8400 CPU, no webcam, no bluetooth, etc. CTO units are scanned before packaging at the factory to ensure that the serial number is linked against the correct configuration ID, or else HP support will not know which parts were shipped with your system.

Best thing is speak to support and they should be able to work something out. HP's business support turnaround is usually pretty good.

 

Yeah, that sounds about right. It's all about speed and numbers. I might have a beautiful piece of furniture without a scratch on it and when the movers get through, it looks like a mess. Their response is to file a claim and they're out the door. I hate moving and hate getting things repaired. I just replaced a water valve on my ice dispenser after Sears came out for $65 estimate charge and told me it would be a total of $250 for the repair. I paid the $65 and ordered the part and put it on myself. Saved $135. Plus, what really irked me is the guy put his grubby, dirty hands all inside the water reservoir. Didn't even occur to him to wash his hands. They're all pretty much alike regardless of what they repair. It's not their's and they don't care. And, no, I doubt if they ever read the notes. Just open it up and start screwing around.

 

I'm getting my DV6z back from repair on monday.
I'm crossing fingers, hoping that they didn't do more damage than good.
I'm scared!!!!!!!!!!!!!!!!!!!!!!!!!

I hate laptops, too bad they're so convenient! I build gaming rigs and like the fact that I can take action on all the parts if something goes wrong.

 

That's not the experience I had with HP business service . they sent me the box , picked it up next day , and it was back in perfect shape one day later .
Guess some areas have good service others crap . I was luckt to have a good service tech .

 

Anyway, I checked again, and it turns out what I thought was a scratch... was just affecting the thin protective plastic layer that was put on exactly so the real capacitive surface wouldn't get scratched.

It is also weird that even partsurfer shows the top-case part lacking the "Mobile Workstation" text -- but at least that's just a cosmetic issue.

Also, I talked to HP tech last night, and they ARE going to send me the new panel -- cool. And it looks like I'll even end up getting a webcam out of it.

And regarding shipping, I meant the total charge to THEM would likely have been less with fewer total service attempts -- there have been other cases in the past where similar mistakes, or incomplete repairs, have occurred.

It is a bummer that for me, the nearest service center (for laptops) is about 30 miles away, if I remember correctly.

Edit: A previous time, the shipped-to service center was in Texas, I think; this time it was Tennessee.

 

Always had great biz service from HP, and really decent from IBM when had those.

We always go with on-site coverage, next day at purchase, it's maybe $100-150 more, but nice to have HP come to you (oftern outsourcers, but they're usually very cool) and get to watch them fix it. ALso, unless it's a parts thing, they dont leave until fixed.

Hopefully, you just got a tech having an off day...doubt it will happen twice.

Good luck, your resolution wants are reasonable.

 

Unfortunately, I've had other service cases in the past, where the same sort of thing happened. (At least this time they're able to ship me the correct part.)

I made the mistake of not buying the thing with on-site service (and got the not-actually-firmware-based "CompuTrace" instead*); and now HP's CarePack lookup tool ( www.hp.com/go/lookuptool ) is broken, as it has been for over a year -- and I did tell them about it a year ago. Try it in Firefox; it'll be missing the "Choose a Product" section... and if you try it in IE, it'll load only during certain times of day! Yet, even in that case, it shows NOTHING for KW950AV. So, I now just plain can't ADD on-site!

* If it were really firmware-based, it should work no matter what OS I am in -- or with no OS at all!

 

You are VERY LUCKY to have on-site coverage. Unfortunately, if I'm not mistaken, HP only offers on-site coverage to it's business models. I would have gladly paid extra for that, but I have a dv5t, so no on-site coverage was available.

 

Hmm, another thing I just had to do: I had to loosen all the Torx screws on the bottom of the laptop, and "shove" the top cover some fraction of a millimeter forwards; the latch-post on the right had been slightly colliding with the top-cover surface.

It also has a strange "bulge" near the right rubber pad that sits against the screen. It's not significant (probably 1/2 - 1 millimeter difference in height from the surface around it, but it's odd that it's there -- but then again, I seem to remember the 8530w always having some sort of bulge going on. However, this is the first time it's severely hindered the right side of the latching mechanism.

I also now have the TouchStyk buttons being unreliable, whereas they worked fine before. However, I never really use the TouchStyk -- and because HP put the stick buttons on the pad device, you can't use stick scrolling without breaking the touchpad!

 

No, HP case managers apparently don't read, write or do phone or email. And sometimes they even cease to exist for short periods. They told me I couldn't fax anything to them or call them directly, and that they don't have personal email that can accept incoming outside emails - obviously designed to IMPEDE the communication process. And my rep even disappeared briefly - they said he was "no longer with HP," but about 2 weeks later, guess who answered the phone? In my experience HP repair is deceptive, misleading, arrogant and incompetent. And it appears that sort of behavior is promoted.

 

Hmm, what's this about a 'case manager', anyway? I'd never remembered to ask about that.