Envy 14 Radiance display and HP accidental protection warranty: My Story

Hello everyone. I've been reading these forums for quite a while and wanted to share my (incomplete) story.

I bought an envy 14 + radiance + 160gb ssd a week after the envy 14 was released (End of July 2010).

Recently, someone hit my laptop and it fell on the ground. Nothing was damaged internally that I know of, and the screen was perfectly okay. The only issue was that the laptop didn't close flushly. I bought a two year warranty for a reason, so I decided to send it in.

7/26/11 - The laptop was received by HP

8/13/11 - I check the repair status and it claims that HP has been trying to contact me, and if they haven't been able to, for me to contact them.

So, I do. I call and a nice fellow named Ron tells me that my lcd screen needs to be replaced and they don't have that part anymore (no surprise there). He then tells me that case managers aren't available on weekends and I need to call back Monday.

8/15/11 - I call HP around 9:20 am this morning. After nearly 20 minutes of computerized dialogue and stuff, It finally connects me to a real person (the computer wasn't working for me at all). I give the lady my information and she informs me (yet again) that they only have the bright view panels available and she can send me to a case manager to resolve the issue. I say okay.

Now the problem is, she tells me that I will be contacted by a case manager 24-48 hours from now...I guess I have to play the waiting game some more.



What I want

I'd honestly only truly be satisfied with a radiance display, but if that can't happen, I'd like to be

a) credited with the purchase price of the laptop (I'll buy my own).
b) sent a new laptop + cashback for the lack of the premium display + a renewal of my accidental warranty.

(I know these are asking a lot, but I feel its only fitting when the ONLY reason I bought the laptop is no longer available.)

I've heard of some people getting ssd's to compensate them for the lack of the radiance display...I already have one and don't want a bigger one.

If anyone has any suggestions or tips, I'd greatly appreciate it.

 

Doubtful any of those will happen it's not in the warranty, but you never know. Good luck.

 

Yeah, sorry to say it, but I think you're screwed. HP should (as good customer service practice) find some way to compensate you... that doesn't mean they will though. Not sure if it's explicitly stated somewhere, but I believe that they're just obligated by the terms of the warranty to use the parts available to service your laptop... for better or for worse.

If I were in your shoes, I'd definitely ask for some sort of compensation, but I think if you're successful it won't be as profound as what you listed, though I think giving you a new SB model with the closest possible specs and crediting you the difference would be fair (again, doesn't mean they'd do it though).

One thing I'd say though... if they send you back your original unit with the new screen, demand the old broken one be returned with it. Not sure if they can/would do that, but I'd try, and I'd try very hard on that one.

As a slight aside, I know all about the Radiance situation and its history, but I think it's lame that they apparently didn't stock up enough on repair/replacement units and sold each and every last one they had.

 

Since it sounds like you have the extended accidental warranty, I'm sure they will at least fix it to the best of their ability so at least you won't be without a laptop. While I don't foresee them giving you your money back, chances are you could get a credit towards the purchase of a new HP laptop.

As for your warranty, I doubt you'll get an extension. You paid X amount of dollars and the warranty is in full effect. Even if they transfer it to a new HP laptop, you are still "getting your money's worth" and the contract will still be valid until the end of terms.

Good luck.

 

I had a long, infamous tale of woe in these pages (actually, mostly in the HP Business Class pages, last Feb-April. I got one of the lasts Radiance models ever shipped, when they blew them out for $500 off last January.

Long story short, the Case Managers are the most arrogant, irritating and controlling people I've ever dealt with in HP, or any company. The end of my story was that they sent me a new HP 8540w worth $2,300 in exchange for my Envy 14, for which I'd paid $990. I had no choice as to model or configuration and they kept me hanging for 3 months with zero info as to delivery time. I sold it as soon as it arrived for $1,700; it was the hardest $700 I ever earned!

Still, if you are not in a hurry, no reason not to press for a new replacement of some kind. It is their policy to do so. Just don't expect to be able to escalate if your CM is awful. They have a creed there: "we are the highest authority in HP; there is no one else you may speak to!"

Good luck.

 

It is under warranty

 

UPDATE:

8/19: Finally get a call from the case manager who has sent me a few emails with potential laptop replacements.

For some reason, he upgraded the processor to a quad core in all of them and no SSD in any of them. This is unacceptable considering I had a SSD in my envy 14. Within two minutes of receiving his email, I emailed him back.

8/22: No response from my CM. I called and asked for an update. The rep told me my CM was busy and he would get back to me today.

8/24: No response from my CM. I called and asked for an update. The rep told me my CM was busy and he would get back to me today.

8/25: I called and asked for an update. SAME thing as the last few days.

8/26: I called again, and expressed slight frustration because I haven't heard anything. Once again, I was simply told that he would call me. It has now been over a month since I had my laptop, and I'm upset.

I'm currently in my second year of medical school and I NEED a laptop.

 

Hate to say it... but stop being so nice! I'd give them the first day of saying he'd call and not. After that, I go past slight frustration to very frustrated... one more day and I go to pissed off. I'd demand to speak to somebody who can help me... I don't care if it's my case manager, another case manager, or their supervisor. I'd demand to talk to somebody who will take care of me.

Don't forget to try to get the Radiance screen back no matter what happens, though I bet it's long gone.

Call them ASAP and tell them it's time your situation gets resolved. Tell them you want it resolved on this phone call, and point out how extremely patient you've been. If they say that they cannot do it now because it's not M-F 8-5 or whatever, tell them you've been waiting since the 22nd to hear from your case manager. Tell them your Case Manager better stop being to busy to take care of you, and if he is, you want someone to take care of you. It's thisclose to being time to talk to a supervisor. Don't be so nice about it anymore! It's been over a month and you need it, as you said.

 

+1. Did this, my radiance got fixed a week after.

 

I don't really know how to get the Radiance back, they keep saying that its not even an option because they have none.

I'm trying to get an envy 17 with a SSD and the 1080p resolution...and I'll probably sell it the moment I get it.

I'm going to call them right now. Thanks for the advice.

 

Yeah, don't be nice. Don't let yourself get screwed over.

What I mean is not to try to get only old Radiance... I mean to get YOUR Radiance back, the one that was part of your laptop. It doesn't hurt to ask, though I'm sure the answer is no.

 

*UPDATE*

8/29 - I called the service number again, and this time I was sent directly to a supervisor (?) or maybe he was a new case manager, but anyway, his name was Marc.

He was far more helpful than my previous case manager and the issue was settled over the phone. I should be receiving this laptop in the next few weeks:

HP ENVY 17 customizable Notebook PC
LQ620AV

* Genuine Windows 7 Home Premium 64-bit
* 2nd generation Intel(R) Core(TM) i7-2630QM (2.0 GHz, 6MB L3 Cache) with Turbo Boost up to 2.9 GHz
* 1GB GDDR5 Radeon(TM) HD 6850M Graphics [HDMI]
* 6GB 1333MHz DDR3 System Memory (2 Dimm)
* 300GB (Solid State Drive Flash Module)
* No Additional Office Software
* One 6-Cell and One 9-Cell Lithium Ion Battery
* 17.3" diagonal Full HD HP Ultra BrightView Infinity LED Display (1920x1080)
* SuperMulti 8X DVD+/-R/RW with Double Layer Support
* HP TrueVision HD Webcam
* Intel 802.11a/b/g/n WLAN and Bluetooth(R) with Wireless Display Support
* Backlit Keyboard with numeric keypad
* Adobe(R) Photoshop(R) Elements 9 & Adobe Premiere(R) Elements 9
* HP Home & Home Office Store in-box envelope

As far as the warranty goes, I was offered a transference of my current HP warranty, but seeing as that only had a year left I asked for another offer. He agreed to taking half off any accidental plan I wanted.

Though its taken a long time, Marc was very helpful and patient. Hes responsible for restoring my faith (somewhat) in HP.

 

I'm glad your problem got resolved. I've actually been really interested to hear what was going to happen. I've been pulling for you!

If you didn't need the portability of the 14 over the 17, I think you got taken care of, especially with the half off the ADP. If I didn't need the portability and battery life (which I actually do), I'd be satisfied with that, and I'd feel like HP took care of me. Good to hear.