Envy 15 just came back from RMA...oh the horror

I was hoping I would escape the RMA process with nothing but minor scratches and smudges (which I got in plentiful quantities, btw-thanks for smearing up my notebook you slobby HP techs).

But nope, it had to end in tears....you guys tell me, do YOU think this is acceptable???













Besides the obvious damage, there is also something rattling inside the chassis. Is it out of the question to demand HP for an entirely new notebook? Who knows what got damaged during the nasty fall this thing took...

 

It looks like something impacted the laptop. It might've been during shipping actually - was the laptop securely packed on both ways to and from HP? What company did they use to ship it?

 

Wow, I'm speechless. I think that ranks in the top ten off all time worse jobs.

Of course, you're going to have to seek redress. And I mean that as defined by seeking correction of an evil.

 

Possible. Though the boxes HP ships for you to send a unit back are fairly well protected. Wonder how the return box looked before the OP took it out to discover this damage?

 

Fedex, overnight service. Laptop was packed by fedex securely for transit to RMA dept, and packed like this for the ride back to my house. It was simply thrown between two loose fitting foam brackets, no protection whatsoever. It was flopping around inside the box when fedex dropped it off this afternoon. So yes, this probably occurred during shipping...still HPs fault. Negligent packaging job.

 

Actually, now that I've taken a second look, I've realized that the chunks of metal missing from the chassis are not inside the shipping box itself. Meaning this damage had to occur before product was shipped. Nonetheless here are some pictures of the box.

 

I don't think flopping around inside the box would have caused that damage. The damage was caused by a relatively "sharp" object, not a broad impact across the entire frame of the laptop like what would occur if a box was dropped. And as there was at least decent packing, it seems that unless the box was dropped mid-section on the corner of a truck or something, this probably didn't happen during shipping.

 

Oh I see the packing they used. The laptop is physically insulated from the outside by a few inches of air or foam. The damage to the box would be on the top or bottom long/thin edges, and would be very noticeable if the damage did occur during shipping.

So you're pretty safe to assume it happened while at HP's facility. Call, be polite, but tell them you need a new laptop + compensation.

 

I did call. Spoke to a rep who told me a manager would call me back within 48 hours.

I can't roll my eyes far enough

 

Things go wrong, just make sure they get you a new one... But, why did they bother sending it back if it was broken anyways!?

 

Wow I'm speechless. What was that tech thinking sending it back to you like that? Hoping this will turn into your word against theirs kind of thing so that he/she doesn't get fired for destroying a customer's laptop?

In the unfortunate event that I ever need to ship my Envy to HP for repairs, I'm going to take photos and videos of the condition of my laptop before I ship it, and take video of the unboxing when I get it back.

I'm sticking with Dell if I can at all help it. Dell will send me any parts to perform any repairs.

 

Because HP didn't pay well to their workers, so...their workers have been very angry caused HP treated them like kitchen dish washers.

Actually, their workers only fellow the manual and some experiences, I won't believe they actually well educated, your envy 15 probably the first one he ever repaired. I had tried in home service before, she just fellow all instruction with 0 troubleshooting skill and 0 computer skill.( she was like 48)
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I feel lucky I didn't send mine to their center, I was asking for a exchange

 

Just got off the phone with a case manager named Todd. He called me, by the way, and I was even able to get a hold of him on a landline when the call got dropped on my cell. He was nice enough, but unfortunately not very knowledgeable about computers. In any case, he determined that the best course of action would be for me to send the laptop back to the repair center for a frame swap (basically, they want to swap the old hardware into a new chassis). I tried to ask for a new laptop, but he shot me down...

What should I do in this situation? Put up with another RMA and risk more negligence by their service center employees? How do I know there wasn't internal damage to the hardware from the impact? Seems unreasonable to me, I JUST received the laptop back today

 

WOW... speechless over the damage caused to that poor ENVY during warranty repair

 

How old is it? Did you purchase it with a credit card? Many credit cards have protections for the users against things like that, so threatening to do a chargeback is sometimes a useful gambit.

I do think I'd try to escalate it to Todd's manager, though. It's completely unacceptable for that level of damage to happen to a machine when it's being "repaired". The scratch, that I'd understand. The impact cracks and dents? No way in hell.

 

Unfortunately, a charge back is out of the question (not to mention a bit drastic!) because I did not order the machine from HP, but rather from an ebay vendor. The laptop was ordered on 3/30 by the ebay vendor, and was built sometime around the middle of April. I received the laptop BNIB on 5/2, and successfully transferred the warranty to my name. I could probably hassle the vendor and get a replacement that way, but I don't want to bother him over something that isn't even his problem.

 

Send the unit back as instructed. When you do, I would also enclose a copy of the complaint form you are filling with the Ca Div of Consumer Affairs.

Complaints - California Department of Consumer Affairs

Explain nicely that you have no confidence that the internals of your unit are uneffected by the impact that destroyed the case. Explain that this uncertainty, given the newness of the device has caused you to forfeit the security you purchase a new computer for. If you wanted a refurb, you could have paid for one. Suggest a replacement or treble damages for failing to honor the warranty would be appropraite and elect the mediation program. (actually Ca might only be double damages - I forget - but he wont know that)

See how that works. If you want to be less drastic, you might call the HP rep back (or his supervisor) and tell him what you are about to do and, very nicely, suggest that he could save you both a lot of headaches.

Bronsky

 

Thats actually how HP techs open the notebook, they have to work fast so they just pry the cover out with a crowbar.

This has happened soo many times now, do a quick search and youll find lots of threads regarding RMA's that came back worst than before it was sent in.

 

definitely time for a new one...and for HP to eat that bill.

 

Yikes. I was really set on getting the Envy 14 but I might pass now!

 

Yah they should be replacing it. I'm having the same problems with my new Envy that I had with my original Envy (plus more) so I want them to replace it. They better replace it cause anything they'll do to "fix" it won't help the overheating and abnormalities on the lid of the laptop. Support told me to talk to a case manager if I wanted to replace but after you been shot down for something so bad I have doubt now. But I will definitely not take no for an answer otherwise I will complain to small claims court. Hell I don't even care if they transfer my old warranty to the new one I just want a new notebook. Like I said this is the second time i'm having these problems and many more.

 

I don't think there is any doubt the laptop needs to be returned. I cannot see how HP cannot honor your request for a new one after the damage this has suffered.

 

Wow guys...they just updated my service status page with this nonsense:



No one has contacted me regarding this fee yet (presumably because it's the weekend), but if HP seriously tries to charge me for damage they did, I will be raising a gatdamn storm

 

Sounds like you have a mess on your hands. Ugh, nightmare, hopefully it comes back pristine and the charges are quickly waived.

 

If they are really going to make you pay for the damage they did.... time to contact your friendly neighborhood lawyer

 

i just puked a little. wow. hp better make this right.

 

Small claims court and Better Business bureau.

Lawyer?

Here's an example of someone who did it successfully against HP: http://forum.notebookreview.com/hp-compaq-voodoo-pc/260892-small-claims-court-against-hp.html

Hopefully this situation can be resolved without having to resort to legal action.

 

Wow that's awful. Mine came back from HP with a few scratches around the screen screws but nothing compared to that. I'd definitely get a new one if all possible.

 

Too small for a lawyer ... suggestions of small claims court are a good idea. I would start however, at the consumer affairs division of your state's attorney generals office and file a consumer fraud complaint. They ususally award treble damages and give you a leg up in negotiations.

Bronsky

 

was trying to be funny but ya.... get that fixed

 

When I had mine fixed I took a picture prior to sending it to them. Thankfully mine came back without a scratch. My friend on the other hand had his screen scratched and some scratches on the chassis. He called HP and got it taken care of.