HORRIBLE Repair Serice!!!!!!!!

Well, in a general issue about my case i would like to update you all on my situation. My notebook got sent in yesterday for its third repair for the graphics card malfunction, and i spoke to my case manager monday. The case manager told me that if i get it back and its still having problems with the graphics card that i shouldnt call hp support rather than call him and tell him the deal so we could figure out some replacement deal since hp has not been able to fix my issue.

So the best possible way to get your will through to them is to not be a hardass nor be shouting over the telephone since there was a reason why "Hold" was invented. Instead if you keep a good tone with the case manager and show them that your actually knowledgeble about the product and what error has occured they shouldnt be *****ing towards you, but still weill c what happens when i get the laptop back because im going back to school now and the way hp support has treated my case is insufficeint since i spent a great deal of money on that computer.


So, lesson of the day is: "Shout at the paki support" and "Be nice and knowledgeble towards the case manager"


The general idea is "Don't F*ck with the people who make your food" basically saying that even a low level employee can make your life either a living hell or a walk on roses depending on how you treat them.

 

SORRY Icenova, but that route is probably going to get you screwed. Good luck getting HP support to authorize a replacement. It sounds like you're saying "let the case managers do to you as they will," because pissing them off might make things worse off. That is EXACTLY what they are counting on. That they can intimidate you and harass you and you will go away. Only your case manager can authorize a replacement (but they will lie to your numerous times and say they cannot). HP support will say they cannot authorize a replacement, and will send you back top your case manager. WELCOME TO THE WORLD OF HP SUPPORT. If they don't say that, I will jump off a building.

There are hundreds of messages in this forum about the case managers lying, deceiving, and generally screwing people over. Don't believe for a second that it's all accidental. My case involved ZERO shouting or intimidation of the "Paki" support," but it did involve more than one U.S. based case managers flat out lying, deceiving, and intimidating. So don't be so quick to buy into their BS. They should have already replaced your laptop and, for your troubles, should replace it with better unit. Let us know exactly what they do. Including the case managers NAMES. We have to be specific to route out this deception. If you have names and dates, please post them. Thanks.

 

dudes, The funny thing is people still get excited over ne hp notebooks after reading all these posts. I was so on the fence at one point...I liked the hp styling, but heard mostly negative stuff about their laptops....
then read these stories poor Vert is going through....now i wouldnt buy one for an enemy...

 

You should be aware that every single company forum here has had people posting similar, strongly negative posts. This is not something exclusive to HP. For instance, when I first signed up and browsed the Lenovo forums, there was someone with a similar attitude about all Thinkpads. As a guideline, I'm wary of people that only post negatives about any one subject while making no other posts about different subjects. Another thing to consider is that this is a computer HELP forum. In other words, we rarely get people talking about how good their computer is and when we do, the threads usually die fairly quickly due to lack of interest.

 

understandable but not entirely true, to me anyway. At school for example, most of the laptop owners have toshiba, dell and hp.....the hp's are down the most. and the service vert is receiving is the only example i need for bad service repore.....by now hp should have sucked it up and given him a new laptop.....it's not like thay can't afford to do it.

 

Jin, you're correct that many forums have negative comments, because it's human nature to be more vocal if you have a complaint. But I have three observations: 1. The sheer volume of HP complaints seems to dwarf others (I have also owned IBM, Dell & still own a Gateway). 2. Many of the HP problems (for example - heat related or wireless) seem to reoccur over and over with various models. 3. Aside from similar technical problems, the complaints in this forum often have something else in common: HP's apparently intentional effort to MAKE obtaining competent support extremely difficult. That has DEFINITELY been my experience. I've obtained support for many computers and other electronics over the years and NEVER experienced anything like this.

Further, the terrible HP support has been confirmed by Consumer Reports June 2008 issue which researched notebook computer support and rated HP dead last, calling it's support "inferior." I believe Apple was #1, followed by Lenovo and then Dell.

And I do consider my postings here as helpful to others, both those looking to buy a new laptop, and those HP owners having trouble dealing with the nightmare of HP support. And I know I have received a lot of help with my repair problem from many helpful forum members. THANKS!

 

good post....I'm sure alot of laptop shoppers are noticing the same thing....

 

There seems to be a huge difference between HP's consumer products and their business line; I have owned personal HP laptops and my company uses their business laptops (I am typing this on a Compaq nc6400), and the business models are a friggin' tank. They may not be as pretty as the consumer models but they keep going and going....

IMO, the big attraction with HP's consumer products is you get a lot of bang for your buck (that's why I originally purchased the ZD7000); the downside is if your laptop cooks itself because of thermal issues.

 

Agreed. The reason for this is the differrent strategy HP employs in their consumer and business divisions. They have different product design teams, different management, different processes and even different ODMs between their enterprise and consumer divisions.

 

i've owned a dv6700t and dv2700t. The dv6700t was amazing never a problem, no noise no heat no nothing. The only problem i have had with HP is that the dv2700t had a fingerprint driver issue and so i had to exchange it and for the inconvienance was given $250 worth of upgrades. HP was fine for me and the case manager called me back twice following up to make sure i was happy, even offered to lay down another $200 for a free 2 year warranty, i probably should have went for it as HP is hella rich, but i just said i didn't want to hassel with getting my current warrenty refunded and then setting up another one. HP has been great for me and though the Indian techies and trash, the case manager i had (Name was John i dunno if that helps probably a common name) was awsome.

 

That's probably what gave you your user name, eh?

 

Yours is the common story. HP gave me $50 for being one day late in shipping my TX2500z. Gave me $50 for a small scratch I told them about on the back of my HDX lid I just bought. Gave me $30 because I told them I was concerned about the heat of the TX2500z's power supply. Also sending a new power supply for my TX2500Z.

And I never asked for anything. Just called to inquire about the things listed above. I'm not the only one though. Lots of folks got $50 for the slight shipping delay.

Sort of like Dell experience a few years ago. Dell gave me $50 and a spare battery when I called about my concern that the extended battery doesn't fit my case and that there was no literature at the time for me to make an informed decision. Also sold me WIN XP for $25 even though I was 9 months past the upgrade deadline.

Maybe it's my speaking voice and friendly, laid-back, talk to you as if we've been friends for years approach. But it's not unique to me to get such good customer service out of these companies. That's not to say I won't or haven't experienced problems. It's just that my outcomes are almost always better than I expect because I keep my expectations realistic, I suppose.

I'm just saying... since others are sharing their good experiences.

Anyway, those of us with good experiences must still get behind those with bad experiences as that benefits us all going forward.

 

Those who have had acceptable experiences with a case manager, I would like to know WHEN it occured? I'm beginning to think it goes in spurts. They cut back to save money short term until they get too much negative feedback. My case managers were negative from the start and definitely NOT the least bit helpful from the first words spoken. The ECR's I spoke with were also on the same script.

 

That is really ODD because, over the course of three months, HP offered me nothing but hassles after they screwed up my repair and damaged the laptop while in repair. So I'm supposed to believe that you talked to a few people and they are instantly offering you money-without your asking for it? And I talked to over 15 people (3 case managers, several ECR reps and numerous techs) and don't get offered a dime? Sorry, but I can't buy it. If you'd care to send along case manager names, it might be more credible, but I really am beginning to wonder 2.0 if you do work for HP. Your positive experiences are so much at odds with nearly everything else posted here, and this one takes the cake.

 

Ok, now vertical your gonna be kissing me for the rest of the evening, I have now spoken to my case manager and we are in the process of replacing my computer, since now after the third time in on repairs it still wont work.

This makes the grand total of:
3 replaced system boards
2 heatsink fans
1 keyboard
1 CD/DVD-ROM drive,
and one complete reinstallation of my vista 64 bit ultimate. (On their behalf, ive used system restore lets say 3-4 four times, and they have probably done it as well.)

So now my case manager James Macarthur, extention 95, and I are going to speak with eachother today about what my new computer should include.

This is the specifications for my old computer:

Your customized PC includes:
-
- Upgrade to Genuine Windows Vista Ultimate (64-bit)
- Intel(R) Core(TM) 2 Duo T7500 (2.2GHz/4MB L2Cache)
- 17.0" WXGA+ BrightView Widescreen (1440x900)
- 4GB DDR2 System Memory (2 Dimm)
- 511MB NVIDIA GeForce 8600M GS
- FREE Upgrade to HP Imprint Finish + Webcam + Microphone
- Intel(R) PRO/Wireless 4965AGN Network w/Bluetooth
- 200GB 7200RPM SATA Dual Hard Drive (100GB x 2)
- Super Multi 8X DVD+/-R/RW w/Double Layer Support
- No TV Tuner w/remote control
- High Capacity 8 Cell Lithium Ion Battery
- Norton Internet Security(TM) 2007 - 15 Months
- Microsoft(R) Office Home and Student 2007



Product description
Product # Qty Your
extended
price
HP Pavilion dv9500t CTO NB RL**3AV 1 $2435.99
Summary of discounts for order H10070****:

Instant discounts you received:

$150.00 Notebook instant rebate

VA Tax: $121.80
Shipping: Free

--Grand total: $2557.79




So by being nice to the low level support twice, and litteraly shouting at them the third time since they were almost too imcompitent to send me to a case manager as well as sending it in for the third time.
Well right now i am hopeful, since my computer will most likely be replaced. But this is all the information ive got for you guys from the current war trenches


P.s

I will most certenly keep writing at this forum since you guys have been good to discuss with and throw the ideas around.

 

case manager's name is John and i recieved nearly $250 on the day that i realized my notebook was defective. I had to have 3 conversations with pretty incompatent technical support, but once the case manager got involved i immediately got offered a free 4 year warranty, microsoft office for free, a free RAM upgrade, and free 15 month subscription of norton 360...Not to mention a complete laptop replacement, no repair crap

 

Case managers? Didn't require any.


You gotta get out in the web more. Over at tabletpcreview, an affiliate site of this one, you can read about a bunch of us getting the $50 for late shipment. It's not in the least unique to me and I'm part of the last bunch to get it. And none of us asked for it. All it took was a simple phone call every other day or few days asking about the status of the order. You can also read about how many of us got free replacement Photodon screen protectors because I sent an email to Photodon explaining how many of us had trouble installing them because they cut them a mm too large and asked them to adjust the size for future customers. Within a day they started sending emails to those who recently bought that a free corrected replacement was in the mail.


Getting the $50 credit on my scratched HDX... literally one phone call. Want to know what I said? "Hi, I love this machine, but when I got it it had a scratch. I was so excited about the machine that I didn't want to go through the hassle of sending it back when I noticed it from day one and being without it for a few weeks. So I didn't call the day I got it and noticed it. And now that my return deadline is approaching, I'm torn between returning it and buying another or going through the hassle of sending it back for repair. What would you suggest I do? I really don't want to suffer any unnecessary downtime because I use this machine for everything now. It's such an incredible machine! Best you guys ever made."

Yeah there was a big pause. Then the lady makes me hold for about 3 minutes. Comes back and says, "the best we can do other than you returning it or sending it for repairs is give you a $50 credit."

Notice how I didn't snarl, whine or threaten over the scratch? Thanks to a fine point Sharpie and $50 credit back to my CC, I can live with it.

How'd I get the $30 credit for my TX2500? Pretty much the same way except it dealt with making them aware of the high heat, some techie jargon I dropped on them, and asking them about the difference between the tx2500, the Toshiba R tablet and the Fujitsu 2010. Yeah that's right, asking them for advice.

Why? It makes them take ownership of your problem. I acted torn between the units explaining how I think the Fujitsu and Toshiba would run cooler. I also kept mentioning that I might need to return the unit to free up funds to buy one of the competing units. So what do they do to keep me a customer? Give me $30 credit and sent me another power adapter.

You have to approach as if they would want to keep you as a customer.


Like I said at the get go... some of us know how to deal with companies to arrive at favorable outcomes. It's all in the approach. Hardball them at the first sign of trouble with legal mumbo-jumbo and threats and you set up an adversarial relationship.

If you want to suspect that I work for HP, by all means go ahead. I don't know what would suffice for proof that I don't. But if you just read around more, you'll see lots of people having similar experiences to mine. It's partly how I learned to deal with companies and what's possible. I looked at what they all had in common versus those who get crappy service. And there is a common trait in both groups with a few lucky/unlucky souls in each.

Hey, here's a funny story (depending on POV). I went to Cablevision to get a new HD cable box yesterday. There was a customer at the counter who droned on and on about some simple billing issue. But he was inflexible. And he wouldn't let the CS rep behind the counter get a word in edgewise unless that word was what he wanted to hear. The line kept getting longer and longer as this guy threatening to contact the better business bureau and Long Island chamber of commerce and all that mess. Many of us on line kept making audible sighs and mocking comments under our breath. Anyway, guy leaves in a huff making threats and crying about taking legal action. (Yep, I thought of you and mentioned that to my bro who also read about your story. He just pursed his lips, creased his forehead and nodded "yup.")

So when I get to the counter, I tell the CS rep, go take a quick break get something to drink. We rolled eyes over that dude. Talked about these rare types of customers who just have to have their way and threaten at the first hint of displeasure or problem. People standing on line chimed in and we all had a good store-wide laugh.

The CS rep goes in back and picks out a brand new box with a manufacture date of 6/08 for me and the nicest pack of cables. I didn't have to ask. Though I had every intention of asking.. demanding one because the older boxes have HDMI problems on SD broadcasts.


All in the approach. Besides, I worked retail in my teen years. And you know who everybody's favorite customer was? The one you felt you could help and that they would be grateful for your help. Everyone else got baseline service.

At the end of the day, you're dealing with human beings with feelings.

I felt like being longwinded today. Got this great new Thermaltake keyboard that's a pleasure to type on. That, plus being accused of working for HP as a forum shill gets my goat. yeah, I know, if one protests too much... yada yada. But really now. An HP rep would do everything on here to DIFFUSE the situation and see if they could reach an accord with you. Your situation is bad PR, old son. Haven't you seen any forums where company reps come in to mitigate the damage these kinds of posts can create? And they do so by attempting to make the disgruntled customer whole.

Go to the Sager/Clevo section on this forum to get a glimpse of how it all runs down. It's the only section AFAIK that has active reps constantly at work addressing issues.

 

You must be an HP rep. <--- sounds silly doesn't it.

But according to vertical and canyon, if you have a favorable outcome, you must be lyin' and shillin'.

 

i was actually surprised that i got such a good deal, i honestly thought there was a mistake made or i was pulling some sort of scam. The reason in fact that i will be keeping my dv2700t when it arrives and not exchanging for the dv4t, is because of the great price i got for all my upgrades just because hp messed up. The same config now on a dv4t is $400 more!

 

2.0,

Your posts and tales are very enjoyable; your talent for blarney is indeed impressive.

For the record, I want to get straight what you are suggesting.

Quotes:

“Like I said at the get go... some of us know how to deal with companies to arrive at favorable outcomes. It's all in the approach. Hardball them at the first sign of trouble with legal mumbo-jumbo and threats and you set up an adversarial relationship.”

“Notice how I didn't snarl, whine or threaten…”

What you are saying seems to be that those who have had unfavorable experiences with HP repair could have gotten their problems resolved at the onset if they had simply had used your “friendly, laid-back, talk to you as if we've been friends for years approach”. The problem is really on the consumers’ end; they just don’t know how to deal with HP representatives and probably end up antagonizing them. At the first sign of trouble they all “snarl, whine or threaten”, putting HP on the defensive and creating the adversarial relationship.

To suggest that these HP customers could have caused their problems upfront and were avoidable with a little more tact and a “friend for years approach” is frankly ridiculous and insulting. Even a cursory reading of the numerous negative posts show that most if not all of them have spent hours and hours of wasted time in futile conversations with numerous HP reps. Even if some of these consumers were prematurely rude it is still HP’s contractual responsibility to do right by their consumers. Why didn’t any one of these reps step up to the plate and take responsibility for the problem? If a policy of stall and deny isn’t in place why aren’t more reps better trained. If widespread quality customer service was HP's goal then reps would be taught when encountering a disgruntled customer to always apologize for their aggravation and to ask how they can fix the problem. I have experienced companies that strive to offer good customer service that is how it works.

And as far as “legal mumbo-jumbo”, in Vertical’s case he spent months trying to be reasonable with HP before he was forced to take the legal route.

You have also maintained that the number of dissatisfied HP consumers represents a very small percentage of the total number of satisfied customers. I have always maintained that this number is very difficult to determine with any real objectivity. IMO however, from reading June 2008’s Consumer Reports (where HP was rated last in consumer laptop reliability and repair satisfaction), the numerous ongoing negative posts on this site, and Vertical’s post that his state’s Attorney General’s Office had registered a large number of complaints against HP, I have concluded that this percentage is a significant number.

Neither vertical nor I have ever suggested that everyone who has had a favorable outcome with HP is either lying or an HP shill. I have always maintained that HP’s repair service is hit or miss and not everyone has a negative experience. Many have positive ones. We are suspicious of your sincerity because you have been a huge cheerleader for HP. Throughout your posts you have tried to use spurious arguments and deprecating comments both to downplay HP’s stall and deny tactics and to diffuse the blame to the customers. You have suggested that if they dealt better and weren’t antagonistic with the HP reps at the onset they could have somehow have avoided their problems. And you have also repeatedly insisted the number of dissatisfied customers is very small without offering any concrete evidence in support.

 

And I stand by what I say whether it be insulting, disparaging, belittling or not. Why? It's called advice. And it works. Of course all companies have a "moral" obligation to "do right by customers" but of course that's a subjective and relative measure. Knowing that, you significantly increase your odds of success through your approach and expectations.

As to providing proof that the number of dissatisfied customers is small in comparison to the number of satisfied is small... get off it. It's common freaking sense. If it weren't so, believe me, you'd even know about it. A forum is a poor measure of consumer dissatisfaction. The grand majority of all threads here are of the customer service variety. It's a community where we share advice, offer help, complain, share workarounds and fixes, and talk about deals. Just as most forums of this nature are. The fact that you overlook this speaks "noob."

And the Consumer reports measure is countered by other measures that disagree and place HP as average. Look it up. Same for Dell and other companies.

What's more you will find many websites that say, "HP sucks!" , "Dell sucks!" etc. etc. And so on and so forth. Hey, that's human nature to murmur sooner than praise. That is until a cult following develops and fanboyism set in. But those are no indication of how good something is as fanboys tend to overlook shortcomings and gloss over failings. I think they term that love.

If you've been reading forums long enough, you'd know that when people are at the initial stages of trouble they come on asking for advice. The usual response is advice on what to do, how to go about it, and what to expect. And guess what, when advice is followed things usually work out for those folks. When people come on already knee deep in a situation, the usual response is to find out what was offered to them and what are they willing to do or accept. Just ask the mods, they'll tell you how these things usually end.

Rarely does this forum get someone on here how just wants to detail that they are taking legal action against a company after they offered a full refund. But the usual response is "take the money and run!" Why? Because it is usually the most sucessful route and we know that if it were any of us, we'd want to be out of the nightmare that leads us to that place... in the first place. Instead of spending more time and money on an unsure outcome. And guess what, that's exactly what you saw. Even a mod echoed the same.

Lastly... Cheerleading for HP? Really? Prove it. This ought to be a fun read.

As entertaining and blarney filled you might find my posts to be, they're filled with reasonable advice that if followed lands better outcomes. Hey I learned the hard way until I smartened up. Yep, I was once young dumb and full of ... full of angst and bravado and may the gods help those who I deemed wronged me. But I mellowed out, and even with questionable companies, got better customer service that I probably deserved.

So, it's cool. If you want to piss and dismiss my advice as "hurtful" by all means, run with that. But others will benefit and that's really what matters most to me. I spend a lot of time helping folks on various forums with their computing probs because I actually enjoy it when a problem is solved. I know what it feels like to rack one's brains with a computing issue. So you know, it's like the old adage, "do unto others as you would have done unto you." And that also extends to how you deal with CS reps.

It's not a perfect world and what can go bad will at some point do so. How you go about getting a solution generally makes all the difference.

Peace.

 

Hey Canyon old buddy...

Check this thread out: http://forum.notebookreview.com/showthread.php?t=263612

You remember this one right? Well, good for him, yeah?

Careful though, he might be shillin'.

I know, I know, just couldn't resist poking a jab at that paranoid shillin' delusion you got going on there. Ok. Ok. I won't go the bad form route anymore. It's just weird to be thought of as an HP shill. So pardon that.

 

look like i have to take my notebook back to the store for keyboard replacement soon I hope they fix it right like i had no peroblem with first repair before

 

Hey 2.0, thanks again for your entertaining posts. I have a comment. however, about the consistency of some recent ones. You said that HP just "Gave me $50 for a small scratch I told them about on the back of my HDX lid I just bought..and I never asked for anything." In your next post you say that in fact what you did was threaten (although in a friendly manner) to return a product that was within the return period. That is an entirely different situation. Obviously it is worth more than $50 to HP for you to not return the product. So no, they weren't just being nice to you...

 

I second Canyon's post. We haven't accused you of "lying" but of (maybe) working for HP. You've made several comments about it, but I don't think you have actually denied it? Am I wrong?

Anyway, I think you probably don't, but it's worth asking, so please answer it directly. It is very unusual that you would go so far out of your way to refute negative comments with irrelevant positive comments. You must admit that is something an HP shill would do.

And you have accused us of being insensitive thugs, abusing HP's poor employees over the phone. If only we were as smooth as 2.0....

I have gotten numerous concessions from large companies over many years, and certainly know how to deal with the "human" element when it comes to customer service. I have been on the other end of the line as well.

But I have NEVER encountered the stonewalling and deception and bad faith that I have experienced in my recent problem with HP. It had NOTHING to do with how I treated the HP employees..in fact, I got the impression that some of them agreed with my position and wanted to let me know or take action to rectify things, but could not do so. In other words, this skimping of support is something that came down from the top, and I think they feared for their jobs.

 

That survey is skewed. Lenovo (the company that provides support for them) cherry picks the data by not using dissatisfied customers. Any case that could even be deemed as having a dissatisfied customer is canceled and as such is never placed into the pool of customers that do get surveyed. CR is a good magazine, but they cannot control how the data they report on is collected. IMO, the sheet of paper that article is written on is only good for wipping the off of someones

 

Well you said you didn't "believe" that I obtained these various sums out of HP. That can only mean that you though I was "lying."

I think I did say I wasn't an HP employee. Well in case it was missed...

I'm not an HP employee or affiliated with HP in any sense other than being a customer of their calculators (old school RP notation 12c), printers (various all-in-ones), and most recently, two notebooks (HDX and TX2500z).

And there we have it. As direct as I think I can be.

 

Me threaten? No I walked with them through a decision process in fact saying that I didn't want to return it but intimated that if that was the only option in their judgment, I might have to consider it. That's no threat. But it allowed them to take ownership of my issue. So there's no inconsistency unless one wishes to stretch the definition of a threat.

A threat is sending them Consumer Affairs letters, giving ultimatums, reporting to better business bureau or talking of lawsuits.

If you ever ran a business, or worked customer service, you can tell the difference between a customer who is threatening to get their way from one who appreciates the vagaries of your business and your product yet would like to be satisfied. And if you're a business who's in it for the long haul, the latter is everyone's favorite customer.

I personally would never work retail again or own a business dealing with customers again because there's always those few unreasonable customers or those with unrealistic expectations/demands who ruin things for everyone. We've become too much of a litigious society where everyone feels entitled to things that in fairness aren't entitled to. Started back in the mid eighties IMO and has only gotten worse. Judges and politicians are finally waking up to the damage that has been caused by it all. Juries aren'y falling for it any more either. Can't tell you how many cases are being dismissed or forced into settlements that are unfavorable for the plaintiff.

I mean, not for nothing, major corporations, Certain BARs, and insurance companies lobby with fervor for tort reform. And in some cases to the hurt for plaintiffs with clearly legitimate complaints. But as I said in the paragraph prior, we only have ourselves (and trial/contingency fee lawyers) to blame.

So that's my overall gripe and concern for general consumers. I'm all for consumer advocacy and consumer voice. And I don't like to see consumers go down paths that were avoidable and diminish their likelihood of a favorable outcome with companies.

 

Was kind of trying to point that out too. Especially considering that most surveys place them somewhere in the middle. Apple and Lenovo though are almost invariably at the top. Dell and HP flip flop positions depending which survey you look at and how they arrive at their conclusions.

 

Thank you 2.0 for your clarification. You are clearly extremely pro-corporate in your view points. You believe the financial interests of the corporation should be protected and advanced even when the consumer is made to suffer. You give lip service to consumer advocacy while encouraging polite passivity. You are certainly entitled to this opinion.

You intimate that all those consumers who haven’t had their laptops repaired properly probably have unrealistic or deceitful demands and/or are responsible for their own problems because of their rude and abusive manner in their dealing with the HP reps. Your “advice” is to maintain that the only real viable choice for all of these “whinny” consumers, the ones who still haven’t gotten satisfaction from HP, the ones we have read and continue to read about daily, is to continue to call HP and repeatedly entreat their cooperation or just suck it up and deal with their computer problems themselves.

My views are different. I believe that consumers have a right to expect their warranties to be honored in a fair and timely manner and if given no other alternative should pursue satisfaction. I do agree that initially one should be as friendly and reasonable as possible when dealing with the HP reps. If you can get your computer fixed by being tactful and can avoid an adversarial relationship with HP then by all means do so. IMO there is a point beyond which courtesy is no longer effective. When repeated calls to numerous HP reps have been ineffective and your machine has been returned from repair still not working or even worse is further damaged then you have two choices. You can suck it up and give up and go away or you can take the gloves off. Possible options are to file complaints with the different Consumer Protection Agencies and your state’s Attorney General’s Office and/or institute legal action. I think Small Claims Court is an inexpensive and very effective way to do so.

 

Nah, you got me all wrong. But that's cool. It serves your POV.

But if you read more than just this thread and take the time to read the others, you'll see just how pro-consumer I actually am and all the help I've given and tried to give to other fellow HP consumers when dealing with HP customer service and with their HP related problems. Apart from that, your opinion is wholly invalid and subjective to this thread and issue alone.

And here's the thing... the thing that matters most. Everyone who has followed my advice has come out ahead. Not just satisfied. That is when I was able to offer it - meaning, while they were not yet past the point of no return.

So I'm happy about that. It's self-validating. And not the least bit.. how'd you put it? Pro-corporate was it?

I'm a realist and not an idealist. That's the main difference between you and I. I look at any situation and assess the odds, the economics, emotional energy involved. Hey, When Vertical said he's got the time and doesn't really care about the economics, I got behind him. But I'd rather caution others not to follow along his path unless they have the same fortitude and constitution he has. So I offer what I believe is the more viable option. And for most people, the more reasonable one.

Just read around the threads of people who have had success navigating their way through HP CS.

Vertical started to wonder if good HP CS goes through seasons of good and bad. I found that telling. Not in a bad way though.

So, you know, that's really all there is too it.

 

2.0,

We have gone back and forth on these same issues somewhat ad nauseam. And in all fairness, you are right that I have based my opinion of your POV on your postings in this and the Small Claims threads.

At this point, I think it best if we let the readers digest our posts and glean what information they will; they can then arrive at their own conclusions.

I may not agree with everything you have said in these two threads but I do acknowledge and respect the time and effort you put forth to routinely post in this forum.

 

Agreed. That's totally cool.

 

glad i bought a fujitsu. my God, this is a lousy way to spend precious time.
After Vert gets his due, he should ask the case mgr or Hp president if he'd like to do a charity boxing match or something. Take him a round or 2 then drop him. I'm in your corner Vert.

 

... Yeah, since all adult problems are resolved by physical violence?

Well, 2010 has had some good points of wanting a refund since they neglected to replace his chassi, which is an essential part of the computer when it comes to the second hand value.

Though i think its still ignorant to try to claim a reprimand for gas money and such, id rather try to seek a peaceful resolution to this than to take it into a small claims court? Since your bound to loose or to get hushed one way or another. So solving it with a boxing match? Theres no point, why not just assasinate, than you got your objective done...

//Icenova :GEEK:

 

Joeyrb was being facetious and was just offering support.

Ignorant is a strong and unfriendly term. He is going to Small Claims to prove a point not just to recover the amount of his initial purchase. HP has treated him very badly, it is Vertical's prerogative to spend his time to try to recover his extra money and send HP a message if he feels it is important enough to do so.

 

Dude the boxing match thing is kind of a joke.
Remember He-Man said at the end of one of his episodes, "It takes more courage not to fight."

 

I never watched HE-MAN, i was depprived of fun as an adolecense since i was currently dreaming c++ and ****ting java.

Plus, my dad said that fisto was never a good role model...

And I dont get jokes, im a purely non fun person, i dont have a funny side, nor a funny bone, im simple boring and my name is John Erwin....

 

Excellent! Mine is Allen Oppenheimer! My car is a Doom Buster (or Sky Sled depending on the weather)....Whoops! Gotta Run, Panthor is chasing Trap Jaw again.

 

The war's over?

 

Very interesting idea Joey. I might consider it if the case managers would agree to treat consumers fairly if I won. But I'm not sure which case manager I would have to fight, the first one I had or the 2nd who one day was mysteriously "no longer working in case management" but then "reappeared" 10 days later, or the final one I ended up with who took 2 weeks to "get up to speed" on my case, but then tried to give me back to the "reinstated" case manager who, you guessed it, needed a week to get up to date on the latest happenings. How could I possibly feel I was being jerked around?

Well, maybe we could do a 2nd life virtual boxing match and set it up as a pay-per-view event, proceeds going to the home for laptop owners abused by their manufacturer.

 

Hey 2.0. I second Canyon's comments about the effort put into your posts. Thanks. I think it's obvious you've helped a lot of people here.

BTW, because I said I found something hard to believe or can't believe it doesn't mean I think you were lying (intentionally deceiving). It could be that I misunderstood you or that you didn't present all the facts, which was the case re. your comment about HP just giving you $50 when you didn't ask for it. You initially left out the fact that you said you "didin't want to return the laptop" that was within its return period. So, them giving you $50 not to return it? That I believe.

 

Just got my laptop back from the repair center. All I can say is.... wow. I was expecting something terrible but believe or not.. this was one of the best repair experiences I've ever had. I shipped it out tues evening and got it back friday morning. The repairs were successful.. everything is working as before. No scratches anywhere. Looks like I got a new battery as well, new lcd screen, and a new motherboard (I think). And I still have my original install on my harddrive. I am absolutely impressed with HP. I have no issues getting their extended service plan now.

 

Maybe all these posts about terrible experiences with HP repair are finally having some effect. It would be a quick change, however, since it was just within the past few months that I not only had terrible repair service (they trashed my nearly new laptop) but also got treated like dirt for 3 months when I tried to get them to own up and correct the problem. So I guess only time will tell if it they have actually taken steps to improve, or if some customers just occasionally get lucky.

 

Sent my dv2416us in for repair last Friday. Fedex screwed up so HP didn't receive my notebook until this Tuesday. Estimated delivery to receive my hopefully repaired laptop in good condition will be next Wednesday... I'm kindof disappointed everything is taking so long. I guess I'll be happy as long as the repairs go smoothly.

 

That or the Houston repair center is an anomaly.

 

My "Replacement" C700 notebook is now going in for its 2nd repair. 1st being a new Fan+Heatsync and now its the Motherboard.... I feel like I'm dating the fedex driver.

 

How do one get a case manager? I'm going through repair nightmare of my own, this post, and may need one. CS advised me this morning I don't have one and don't need one.

 

Could be. Mine went to Georgia - went in one month old, like new, and came out like it had been thru a shredder and splattered with solvent as a finishing touch.

 

First, ask for one. Tell them the service you're receiving is unsatisfactory, and tell them what you want (replacement, etc.). That will probably get you assigned a case manager. If it doesn't, send an e-mail to the board or CEO/COO (e-mail addresses are on their website.) But don't expect things to be much better once you get a case manager. They are well trained at trying to make you go away.