Got my Notebook back from HP Good/Bad/Ugly!

I sent in my notebook a week ago today and got it back today.

The Good? Fast turnaround service and good communication via email.
It also is running cooler than before.

The BAD? Two things: What I emailed Sierra, HP rep.

I'm upset about a THREE things, especially #3.

1. On the paperwork I got back it said I only had a 90 day warranty??? In your previous email to me, I quote you: I would like to inform you that, the service enhancement program available in North America is that notebook will be repaired free of cost till 12 months from the date of expiry. If I read that correctly, the extended warranty is good for another year after my current warranty runs out on May 19th, 2008? I bought the notebook May 19th, 2007. Also, On the HP service forum; Anna from HP Total Care, gave us this link for North America:
*Subject: Wireless issue addressed by HP
**NOTE: * This service enhancement program is available in North America for 12 months after your original standard limited warranty expires.
http://h20000.www2.hp.com/bizsupport/TechSupport/Document.jsp?&objectID=c01087277

2. Did they change to a completely different brand motherboard as the "*APOLLO AND ATLANTIS MOTHERBOARD ISSUE*" seems to be a faulty series motherboard according to all posts/threads on the HP service forum. The motherboard that is listed on the notebook I got back is a "Quanta 30B7".

The UGLY?
3. I'm real upset about this one. Scratches on my top case!!! They said several on the HP service forum that they got theirs back scratched. So I took photos before I sent them and as soon as I got it back. Three areas of scratches and one was a gouge. WHO in the heck to you hire that can't take the time to put a soft cloth down??? One of the reasons I bought this notebook was it was one of the most beautiful notebook out there, w/slate grey/black finsh. I take extremely good care of all my equipment and have a flawless show car. My notebook had NO scratches when I sent it in! NONE!
I can email you photos of scratches if you like.

Upset customer,
Jack Moskovita

 

This sounds a lot like what happened to me a few years ago. I bought a ZX5000 series CTO. Within two months I had to send it in for repairs. It had to go in 3 times in one month. The last time I got it back it had these deep gouges in the top of it.

After reading your post, I had no idea this seems to happen a lot. That's lousy!

Anyway, after the scratches, I called back and since I had already had to send it in so many times, a quality assurance manager got involved and sent me a replacement laptop. It was a lot better than the system I had ordered and it still runs great. I just got a DV9700T because it was a good deal.

I'm sorry to hear about the scratches. I know it's sickening. I would definitely let them know about it. Get a case manager involved if you have to. They seem to be the next step before getting to QA in my personal experience.

 

It looks like there is a 100% guarantee your case will be scratched when you send it in for repairs.

 

The solution next time is to put the clear plasic on the lid.
I'm selling the notebook... it is on craiglist tonight. I can't stand scratches!

 

As I know they will scratch the notebook, I actually did stick a piece of plastic to the lid last time, but also gave them a piece of cloth to use (they didn't have any).

Can't stand scratches? OCD, just like me.

 

HP techs are careless idiots. All they know how to do is to replace/change motherboards and absolutely nothing else. Even with the training and instructions that was provided to them, they would still fall into the "trial and error" route of figuring how to open up a notebook for repair...ahem, I meant replacing a part.

The last three times I sent mine in for repairs and every time it came back with noticeable deep scratches, missing bottom rubber feet cushions and filthy finger smudges, etc.!

I only wish that HP can send the parts for me to do it myself.

 

I have a friend who sent his laptop and came back with a scratched screen across the bottom. Good thing he took pictures of his laptop before he sent it. Also had scratches on the lid. He said the serial number matched what was sent so it wasn't a replacement.

I had mine fixed but it was replaced instead of being repaired. The warranty on the replacement was based on the original purchase but if the warranty is almost over then the repair is warranted for 90 days.

 

did anybody see discovery chanel on UPS and how they do repair for many laptop manufacturers ? i was shocked , but they do most laptop repairs for many . i wonder if Hp ues them , if so i understand the scratches !

 

I had that same wireless issue. I reformatted the drive, was sent another card and then sent the computer back. Fast turn around but the problem was not resolved. They sent me a new computer, upgraded the HD, light scribe and warranty at no charge to me. Very happy so far.

Call and ask to speak to a manager and get it resolved.

jack53, I sent you a PM with a number to call.

 

Be careful with craiglist...I'd sell "local only" and "cash only". Even a bankers check can be counterfeit...we see it at our office more and more.

 

It is local and CASH only!

BTW, thanks for the PM.
I sent one back...

 

It appears that the Good/Bad/Ugly has turned into GOOD.
My three issues that I emailed back to my caseworker, has replied and is trying to resolve all three points. Here is the email:

Hello Jack,
Thank you for writing back to us.
I would like to inform you that, 90 days warranty is different from service enhancement program. 90 days warranty is for the replaced parts from the date when you receive the notebook back from repair.
The motherboard of your notebook was experiencing issues, at this point of time it is replaced with a different one, which is compatible with your notebook and which do not have any issues. I would also like to inform you that, the motherboard is tested by HP before replacement.
As you are not happy with the Scratches on the top case of the notebook. For your convinience, I can arrange a mail-in repair service for your notebook for the replacement of the top case.
Please confirm the information below so we can process your request for the mail-in repair service:
=== Shipping Information ===
* Full Name:
* Organization:
* Mailing Address (No P.O. Boxes):
* Apartment/Building/Mailstop:
* City:
* State:
* Zip/Postal Code:
* Phone Number (including area code):
* Email ID:
* Convenient business day for the notebook pickup:
=== Product Information ===
* Model Number (ex: ze4250, n5441 etc):
* Product Number (ex: C1234A):
* Serial Number (ex: US12345678):
* Purchase Date:
The Model, Product, and Serial number is located on the bottom of the notebook on a white sticker.
Hope the above information should be helpful to you. If you need further assistance, please reply to this message and we will be happy to assist you further.
Sincerely,

Sierra
HP Total Care

 

Adding to my post above, I still think HP is trying to wiggle out of giving me the 12 month warranty extension. Heck the 90 day warranty is going to run out BEFORE my regular warranty does in May 19th!

Do you think I should push for the 12 month extension as was promised in this link
**NOTE: * This service enhancement program is available in North America for 12 months after your original standard limited warranty expires.
http://h20000.www2.hp.com/bizsupport...ctID=c01087277

or just be happy I am getting a new lid?

 

Compaq F750US developed loud & annoying buzzing sound after ONE WEEK of use and was running hot. HP tried to weasle out of repairing it ("it's probably just the normal fan sound" followed by "it must be a VISTA problem"). Then like an idiot I spent several hours following HPs instructions (update BIOS, drivers, then restore original image, etc.), but no luck (when do I get paid?). HP eventually agreed to repair - fixed it by replacing CPU fan. Repair & shipping were quick, but unit arrived with several SCRATCHES and two GOUGES on the case top, in addition to fingerprints all over the screen. Who the heck does their repairs? It was like-new when shipped, and I have pictures. Now I have to wait for "case manager" to call back within 48 hours, and rep says it will probably have to go back in for repair. I don't think so - this unit is only 30 days old and HP did the damage. After experience so far, I think I am in for a long fight with HP "Total Care." More like Total "something else" that might get this deleted. STAY TUNED.

 

Here's my experience on this issue that I posted in another thread: http://forum.notebookreview.com/showpost.php?p=3264277&postcount=6

 

I had that happened too... a lot of tiny scratches and one small gouge. Part of the reason I bought that particular notebook was for the shiny black finish it had, so when I got it back the third time with yet even more scratches, I raised a stink by phone and email and finally they agreed to put on a new lid. Then when I got it back, I promptly sold it for $500 (a loss) while it was still working and bought a XPS M1530.

So, if your persistent, you too can get them to replace the lid. There is NO EXCUSE for those idiots to treat the notebooks like that.

 

as for the warranty, its just saying that the motherboard has a 90 warranty since it is new(like all products) your regular warranty is still valid for any other issues you might have.

 

If you had the motherboard problem, your suppose to be getting the extended year warranty! I'm on the road with my notebook, so when I get home, I'll send you the link. (It's on my desktop) If I don't get back to this post by Monday, remind me.

 

yes i know, i havent had the problem yet...and i hopefully wont have it either. i also purchased the 2 year officemax warranty: if it breaks, they replace it or refund my money

 

Thought I would post an update in this thread. My experience with HP repair/support got worse, not better. HP tried to blame the damage on FedEx, and when that didn't work, on me. I sent pics and the case manager said "Looks like user damage." This laptop was 1 month old and in like-new condition when I sent it in. It also came back with solvent fingerprints all over the LCD screen. HP has been totally uncooperative and looks like I will have to go to court. Here's one pic that shows some of the damage. And this type of cover i think you really have to work at it to scratch it.

 

And here's a pic of one of the two chips/gouges:

 

... and why I switched to DELL. Mine had scratches like yours all 4 times I sent it in.I don't know who they hire to work on them, but they are sure careless. You'd think they'd put down a soft cloth when working on it.

I raised a big stink about my scratches and didn't let up until they agreed to replace the lid. Especially since I told them I was reporting it here and on HP forum. Then I promply sold it before it broke again.

I DID like my HP before all the problems... it worked flawlessly for 8 months and looked great. HP makes a dang nice looking notebooks. Then BAM... problems.

 

You are saying that the United Parcel Service is in the notebook repair business?

I don't know why but that made me laugh.

 

Jerry66 spelling and grammar tells me that he is NOT from the USA.

 

That's your basis for judgement? Do all Americans have better spelling and grammatical skills than the rest of the world?

 

If you think about it, most other countries have different languages so they don't speak or write English well... hence the spelling and grammar mistakes.

Speaking of spelling... how do you spell judgement?
Oh yes... it's judgment!

 

Both are accepted forms. Google it.

 

Looks like Toshiba does this too.
http://news.cnet.com/Toshiba-taps-UPS-for-laptop-repairs/2100-1005_3-5201011.html

Wouldn't surprise me if others did it as well.