Envy 17 3D "One for the Ages" Return for Refund

I cannot believe how HP botched my warranty and such. Purchase my Envy 17 3D through my brother's EPP program (He is an HP employee). All the registration, etc is in his name and the extra warranty that I purchased was totally messed up beyond belief. We did a conference call...got on the line with a supervisor to fix the problem and the only solution was for me to return the machine...can you believe it. So...I have just run a system restore...printed out my RMA labels and such...and am shipping the computer back to HP. So this absolutely gorgeous machine has to be sold as a refurb to someone...oh well...at least someone will give it a good home. It ran beautifully and as happy as I was the machine...I am so unhappy with HP that I am almost willing to contact the CEO's office and tell them that their antiquated software for purchase, etc...has no flexibility and messes with people. Long story short...my last experience with HP. I am gonna spec out the Dell XPS and a few others...perhaps go back to Asus.

What a waste. Thanks for all your hospitality here in the HP Envy 17 board. I will let you know down the road what I end up with...

Good luck on all your deliveries...you are gonna love the Envy 17 / Envy 17 3D. A well constructed machine. Just make sure your support is fully operational

HP needs to get their collective heads out of their butts

 

Ummm... You know that you should of registered the warranty in YOUR name. The consumer warranty is tied to the person who registers the laptop. You can ask for a transfer to another easily by just re-registering. How do I know? I have sold my Envy 15 with 3-Year HP Care Pack warranty and switching it to the new owner was painless. However, you should always register the laptop with the person that is going to be the owner of it. You can't just buy and register a HP Care Pack in YOUR name on a laptop that is registered to someone else, you should of transferred first before doing that.

To be honest, that is not really HP's fault but yours BUT they were pretty crass in their attitude to resolving the issue though.

 

I did. But somehow, HP messed up my brother's EPP program and assigned it to me. He went in this morning...and switched it all back...and all the registration information, warranties, etc...switched over to him as well. I live in Texas...he in New Hampshire. So in order for me to access support...I would have to use his email...then have whatever pertinant info sent to him and he forward to me. HP totally messed up my warranty, etc. Not worth the hassle...I went up three levels of Customer support and all offered the refund. I have to figure that three times is the charm...I get the message...it became my brother's machine in my possession...

Nah!

 

I am confused now. The laptop is yours and your brother ordered it with his discount for you right? Regardless of who brought it, you can still register the standard warranty in your name. The warranty will then be tied to you. Otherwise, HP will be irking so many people who buys a laptop as a gift to someone else right? What you are doing is you are tying everything to your brother. It is no surprise in that regards it is a mess. He should be giving you full access and I am sure that is easy.

Correct me if I got your situation wrong. It sounds like so far that the laptop is yours, but they transferred the information in your name, but your brother transferred it to him name back?

 

I had purchased a Pavillion for my son about three years ago....through my brother's EPP. Every bit of correspondence went to my brother. When I called tech support...I went through a littany of how the situation worked. Only then would they even talk to me. So when I purchased mine...we set it up that all correspondence and registration info would be ME. However...when they did that...someone goofed and made ME the HP employee...removing my brother's info from the account. He could no longer access his EPP program. Whenever I would log in...it would say Welcome HP employee. So this morning...he fixed the problem. Everything was transferred back to him...including invoices, warranty and all. There was no way around this. The customer support people angered not only me...but my brother. So now, even though I registered everything yesterday in my name, it was all transferred over to my brother and that was that. Too much hassle to have to go through...so I got an rma for refund and that as they say is my last encounter with HP

 

I see. However, I don't think in my opinion that is the reason to leave HP. After all, you are "exploiting" the EPP program as "technically" EPP is only reserved for the Employee in question. Sure HP made a bad goof there that angered everyone, but still you have to realize to yourself that this can easily been avoided if you didn't "exploit" a 8% discount that on paper "is not valid to anyone but the employee." Just saying that HP really is not sole culprit of the problem and you can't just put all the blame on them either.

That said, I am pretty sure every HP Employee helps out their close friend and relatives with deals, but still... In theory, EPP is locked to the employee only. How HP goofed that bad, well I have no clue there.

Good thing about the HP Corporate Warranty is that it is not tied to anyone but the machine. So anyone that has current ownership of the machine can request support and repairs under the duration of the warranty.

 

Best of luck on your next notebook purchase. Thanks for your contributions here. You'll be missed.

 

I will be around in some shape or form. Thanks to all. Another one chalked up to experience, I guess.

 

Bobmitch, well, that is one for the books. I'm sorry to hear about this mess, although still very confusing. What I don't get is, if the computer is fine, why is HP not working with you and your bro to fix the paperwork? Doesn't seem that it should be so difficult, oh well. Best of luck in whatever system you choose.

KJ

 

I think the customer care individual took the easiest path to fix the issue...and gave me a refund. Too bad...most perfect machine I think I have ever owned. Win some, lose some...it's already headed back to HP. Oh well..someone is gonna get a "killer" refurb when all is said and done. Back to my little Dell E1505 until I figure out what I will do.

 

Why did you end up sending it back? Dead pixels or the trackpad?
nvm: read once more, you're sending it back because the warranty is in the wrong name?

 

Nothing physical about the machine. Customer care issue...the Envy 17 3D was beautiful. I had it tweaked to perfection...but if I had to do a tribal dance for support on the product for the next four years because of an error...wasn't worth the aggravation. Please...don't misunderstand...I did not return the machine because something was wrong with it.

 

I don't understand why your brother has so much trouble buying the laptop from HP via EPP and then gifting it to you and transferring it in your name. People do it ALL the time. Granted I understand what happened here with the switcheroo of your epp account status; but now that everything is in your brothers name, I don't understand why it would be so hard for him to gift it all to you.

 

I might have gone along with that, but the person at HP that I talked to was like talking to a brick wall. Unmovable and trying to solve the issue with a timer on, rather than get to the heart of the issue and fix it. This was my only option where I felt satisfaction (probably my issue at that point). Not HP's fault...but some employee who rubs someone the wrong way and refuses to budge. I may go back and re-order another one from the VP of sales, who called me after I got back from FEDEX. they are trying to salvage the relationship...to their credit. Remains to be seen what I am going to do.

 

With HP you have to talk to as many employees as it takes to get the one you want. It took 5 hours for me to switch an I7 to an I5 while it was in production and every rep before that said it was impossible. That sucks you sent it back.

 

+1 spencerp Very true. If we learned nothing about HP by roaming the HP threads on NBR, is at least we learned HP reps are all individuals......10 say no while 1 says yes. Kinda like dating beautiful women? Lol, but anyway, after all that work getting the system of your dreams, and then to send it back all because of a "misunderstanding" is just horrible.

I know its too late in this case, but for future refrence everyone who might be ordering from HP has to remember that you can't take no for a reply and forget it. We had this lesson over and over again with the coupons. Even if the coupons that were meant only for the Envy 17, some have managed to get them applied to the Envy 17 3D SB edition...

Summary: Never give up with HP. Stick to your guns. Even if 10 say no, try 11, 12...etc... the more you try the better chance one will say yes. Mostly, it depends on how much time and effort you are willing to put into getting what you want.

KJ

 

Killa...

Sent you a PM. Something other than a misunderstanding. I am working on a resolution to the situation. Hopefully will get another Envy 17 3D, soon

 

Sent you a PM, and all I have to say is..... CONGRADTS!!! Welcome to the Envy family!

KJ

 

I just have to say one thing...and hopefully if anyone is on the fence about the HP Envy or ANY other machine. I have never experienced anything like the Envy 17 3D. One of the best notebook computers I have ever touched or seen. In a day and a half that I was able to play with the one I had...I can say that the Envy line is in a class by itself. Spoils you

 

The issue is fully resolved to my delight! I have a new Envy 17 3D on order and estimated ship date is 4/8. Based on my experience with the first Envy...that will be much earlier than that.

With that said...I want to thank HP and their support people. They rallied around my case and fixed it in a matter of a day and a half. This experience shows me why HP is the NUMBER ONE PC maker in the world...they care and will take care of business.

In the past few days, there have been more than one example as to how far HP will go to make a customer happy. I have owned Dell, Gateway, Toshiba and others and none compare to the service from HP. My issue was clear and they fixed it...simple as that.

If you are shopping around trying to decide what to buy...try HP first, then go to the others

Mind you I am NOT an HP employee. Just a very happy customer who wants to share.

 

Bobmitch, you sound like an infomercial. HP support has improved but retains deficiencies. HP may be the No. 1 computer maker in the world, but reviews of its support have not been glowing. I am not sure the support is how it got there.

 

I am not stating perfection. I am telling my side of the story. In the past few days, Crimsoned and I have had issues being dealt with...and pretty much to our satisfaction. HP did work at these. As with any company one deals with...there is always room for growth...but I have first hand experience that it can work and does work. I guess it's all case by case...

 

vsherry, regardless, in Bobmitch's case it worked out, and we've read many other great results with HP and yes, some really horrible ones...some of which are still pending.... but I think its still worth mentioning and beating it to death (no pun intended ) That with HP one must be polite, persistent, and just not take no for an answer. Most likely a resolution will be in order.....

P.S. Bobmitch, I am sure new users to NBR will appreciate you helping out with whatever questions they may have, and awesome outlook you have there!

KJ

 

Always willing to help any way I can