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    Experience with HP Support

    Discussion in 'HP' started by sterben, Sep 30, 2011.

  1. sterben

    sterben Notebook Consultant

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    Hi all. I thought it may be helpful to describe my recent experience with HP support for my Envy 14 CTO-1100.

    For a while now, my webcam has been broken. However, I did not use it enough to really warrant sending in my machine, since it serves both a dual home-work function and I was scared of being without my laptop for weeks. About 4 months ago, the right mouse button area of the touchpad started sticking and becoming very hard to use; it's likely one of my kids got something sticky under it when I wasn't looking, but 90% of the time I use a mouse so it was more of an inconvienance than a problem.

    This past week, I booted up to a '90B cooling fan' error. Unlike the other problems, this was not something that could be ignored. So, I called up HP customer support using the Envy/HDX support number. I spoke to a very pleasant woman from Georgia who took down my explanation and, instead of wasting my time going through many steps which I had already tried, went ahead and just said "Yes, we are going to need to do a retrieval". They overnight'ed a box to me, which arrived this past Monday. They called me twice to make sure I had received the box and that there were no problems. I sent my computer out the same day, and received it back today (Friday) in the same cosmetic condition (I took pictures before sending it in just in case!). In the interim, I received a number of emails regarding the status of repair.

    They:
    1. Fixed/replaced the webcam
    2. Replaced the touchpad; I don't know if they used one of the newer ones, but it certainly feels and moves a lot nicer than my old one (still using the envy touchpad app). Right mouse button is great again.
    3. Replaced the cooling fan (no more error)

    So, in summary, though I have heard horror stories here about sending computers in for support, I personally just had a great experience (minus the hardware problems in the first place!) and thought people may want to know that it is possible to quickly get problems fixed with HP/Envy, at least sometimes.
     
    sterben, Sep 30, 2011
    #1
  2. vsherry

    vsherry Notebook Evangelist

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    I am glad you had a good experience. I have had some as well. But I personally know that it can indeed be difficult with an Envy.
     
    vsherry, Oct 1, 2011
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