Envy 14 Repair Frustration

Okay guys, here's the story thus far. I've sent my Envy 14 back for repair twice now. The original issue was that any time the dedicated GPU would go under significant load, I would get visual artifacting, and then a hard crash. The first HP tech I talked to was very knowledgeable, and we both easily determined it was a hardware issue with the GPU. So, he arranged a repair, and I sent my Envy 14 off to get repaired. When I got it back, I found all they had done was reinstall the operating system, which obviously did not fix the problem. Ridiculously enough, I also noticed there was now physical damage to my Envy 14. The HP light was now off center, and the notebook itself was now smudged and dirty. So, I made another call to HP and explained the issue thoroughly, and the HP tech arranged a second repair, and she said she would be specific in the regard that it was a hardware issue. I sent off the notebook again, and when it came back, they had actually replaced the motherboard. I thought things would be fine, but I found they did not fix the HP light, and now it was even more physically damaged! The aluminum palm rest is now either bent, or not secured properly. The bottom left corner (where your left hand rests on the keyboard) is now raised up, and there is a visible gap. If I put pressure on it, it sinks back into the proper position. The screen also feels damaged, if I put pressure on the rubber rim around the left side of the screen, it actually sinks in some as well, as though it's slightly out of place and not secured properly.

Really, what the hell HP? This is unacceptable. I love this notebook, but I can't deal with this. What do you guys suggest I do? Arrange a third repair? Demand a new notebook? I don't think HP will be willing to give me a new one, as much as I want one.

I'm frustrated and irate right now, since this is my main PC, and I paid a premium price for what is now starting to appear to be sub-par quality.

Thanks in advance.

 

Have your case escalated to a case manager. Provide plenty of details about what's happened including all the damage done and see what they say or offer to do. Make sure you take pictures and document everything.

After so many repairs, HP has been known to offer a new computer or a refund.

If you can't get any satisfaction, the threat of a small claims action gets the ball rolling in a big way. However, only go down this road as a last resort and don't mention your intentions casually to any HP rep. If you are going to do it, do it. But don't "threaten" to do it.

 

How exactly do I go about getting my case escalated? Do I need to request/demand it from the HP rep I talk to, or is there something else?

I suppose I can deal with going through a final repair attempt, but this is seriously frustrating.

 

Yep, you call up and ask to have it escalated to a case manager.

 

Are they generally pretty good about doing this?

I'm glad to know you're optimistic about this, 2.0, as I know you're very knowledgeable about laptops (especially HP notebooks).

 

They are pretty good about doing this - but what happens after it goes to a case manager seems to be luck of the draw. It's the correct next move though, so I recommend you try it and see where it goes.

I had multiple problems with multiple envy 14's, and somehow my information got escalated to a claims manager. I sent a response to his/her questions and filled out some kind of a survey but didn't hear anything back. In the meantime I returned my systems, got a refund, and ordered a different laptop. Funny thing is, just last week I got an email from a Customer Care specialist asking if he could call to discuss my problem and figure out a 'solution'. Sorry bud, you're about 3-4 weeks too late....

 

I'd honestly be a happy customer if I could send this damaged Envy 14 back and get a new one, even if I have to wait a couple weeks.

I just can't deal with sending this back a third time and risking the problems not getting fixed. It's ridiculous.

 

I heard if the laptop is in for repair for more than 11 business days, they autmatically send you a knew one. This only works if you send the laptop in for repair in the country you bought it from.

 

I heard of a guy that ordered a HP Envy 17 and it was damaged. So he sent it in for repairs, he stated he needed it back before school starts. To make the long story short, he still hasn't received his Envy after 3 weeks already. LMAO.

 

If he received it damaged he should have ordered a replacement instead of sending it in for repairs. As others have noted, the repair process usually takes a long time and there's no guarantee they'll actually fix the problem.

 

It's not that simple, obviously.

Luckily, 2.0 was right. I demanded my case be escalated to a Case Manager, and they did so promptly. The Case Manager attempted to contact me multiple times each day, but unfortunately I was out of town for the weekend, so I was unable to contact him back. As soon as I had time, I called back. The Case Manager that picked up ended up taking my case. After describing the issue, he said he would be right back, and he put me on hold for a minute or two. When he came back, he said after having sent it in twice, HP was willing to build me a brand new Envy 14 (of similar specifications, but it ended up being the exact same), ship it to me, and then also include shipping labels to send my old one back to HP.

So, I get to keep my functional (but physically damaged) notebook until HP sends me a new one. I have to say I'm overall pretty happy with this solution, but I'm still a little angry I had to go through two repairs to get here.

I can only hope my new Envy 14 doesn't come in with any kind of damage. I'd say what HP needs to work on is ensuring their repair technicians actually do their jobs, and properly reassemble the laptops when they're done taking them apart.

Now I'm just waiting a few weeks for it to get here.