HORRIBLE Repair Serice!!!!!!!!

I have to admit, I get far more hassles from the foreign support. Well, maybe more accurate to say overseas, as I know some support used to be in Canada.

 

I've had it happen with both overseas and domestic support. And i think the problem is that the procedures are set up to make you go away. Example: after getting the serial number, they check something (probably manufacture date) and say "it is out of warranty and you will be charged for support." They don't ask "when did you purchase it?" which would be the logical first question if they legitimately wanted to determine the warranty status.

Once challenged though, when I provided the purchase date, they backed down pretty easily. That tells me they know the system, as set up, is unfair.

 

I'm not sure I've had that exact thing happen, but I think similar at least. When I was at near the end of the warranty on my first laptop last year, they were a little flaky about it as I recall. But last year was a long time ago.

 

Hey Vertical,

How's thing's going? I hope everything is progressing nicely with your case.

 

I never bother calling support. I always click the email CEO Mark Hurd link and THEY call me. My laptop died after 1 year and 3 months. They replaced the system board at no charge, but the 'new' board has a problem with the second memory slot and it locks up or re-boots when there are 2 memory sticks installed. It runs fine with one 1 GB stick, not two. Anyways, I sent it in for repair AGAIN and the idiots in Cali decided they knew more than my Case Manager. They took a week and a half to replace the CPU fan, keyboard, touchpad and hard drive, but NOT the defective system board. As a result, the PC is going to be replaced. The replacement was to be sent out this week, but the order was cancelled for an unknown reason. My Case worker is re-ordering.

My new laptop will be a 6870- AMD TL-64 2.2Ghz, 800Mhz front bus speed, 256MB dedicated video, 3GB DDR2 Ram, 320GB hard drive, and fingerprint reader. Since it is the same family as my present laptop, the exetended battery I own will fit....if I ever get it!!!

 

For most systems bought in store they go with a month extra to take the time that it would sit in the store and not the actually date that it was purchased in store. I believe anytime someone says that the warranty is incorrect they will provide support the initial time. They (Customer Support) will also send a email to Warranty validation team to get the system updated to the correct date. In some cases they will want you to send in proof of purchase by email or fax to the warranty validation team and they will also send an email to the team to get the warranty updated correctly.

 

Hey 2.0, my case went fine. I posted some comments about it in the small claims court thread. HP called to settle a few weeks after receiving notice. They just wanted to get rid of it and offered to cover expenses. Thanks for asking and for all your helpful comments.

 

That's awesome! Great job! Happy things worked out for you. Seriously, you deserve a medal!

 

Thanks 2.0 - I was a little surprised they didn't offer any resistance at that point. Then again, I was no longer dealing with support.

 

I am living in Malaysia and I have a Compaq Presario C793TU laptop purchased in May and it always overheating under tropical weather of about 30°C. I then logged a report and sent to local service center. 4 days later I received a call saying that the laptop is fixed by replacing a motherboard. I then tested it back home and the problem still exists!!

I am suspecting that the technician is testing it under air-conditioned environment so I threw it back to the same service center and clearly stated that it still overheats when working under 30°C of room temperature.

3 hours later I received an unwelcoming call from the technician saying that they can't reproduce the issue. I asked whether or not the room is air-conditioned. They told me that the air-conditioner is running slowly. From the conversation, I knew that he had no intention to fix my laptop.

The next day, I collected back my laptop and turned it on on the spot, I can feel that the air coming out from vent is as cold as coming from fridge. Of course, the overheating problem still exists.

Now HP left me no option. I can't send it back to local service center as morons there are working under air-conditioned environment. Most probably I will ask for a refund or full unit replacement.

I agree with the post author, HP service and laptop designs suck big time.

 

In the very end, after I stuck through it, I got a check for the price I thought I paid, according to a cached CompUSA ad. It actually ended up being a few dollars more once I found my receipt, including tax, but I'm not complaining. A few weeks later, I got a call from Jeff in the (I can't remember the exact department) Super duper executive customer service department, basically telling as a result of (sflesch.blogspot.com) my blog and my complaint, they were changing some of the procedures. He asked me if there was anything else he could do. We talked for about 45 minutes, and basically, he urged me to have anyone running into the same problems that calls me to call the help center and try to escalate the call, or to use the email Mark Hurd option on their website. I have a few more details on my blog for anyone interested. While I am still a bit frustrated at all I had to go through, I still would consider HP when buying a laptop, since I tend to like the designs and offerings more than other laptops, as well as the fact that they offer so much of their software online, so you can do a scratch load and not have to dig for drivers and such.
So, I may have one or more posts to come, since we did talk about what I was going to do for a replacement laptop. I said I was going to hold off, as the way things are going right now, I could really use that money for things like car maintenance. He asked me to look at the website anyways and give him a call back about some laptops I liked...I wonder where that will go. I will update you all as needed.

 

I am going through the same thing right now!!!! I already filed complaint through BBB waiting for Hp reply now. If that doesn't work, I am going to file 30days demend letter, the massachusetts law thing that he was talking about.

 

HP is denying my warranty for the reason "we have no record or your warranty in our system".

I purchased a HP Notebook earlier this year and I also purchased a HP Care Pack 2 year Accidental Damage Warranty.

The warranty was registered and I received confirmation via email from HP that the warranty was registered.

Now that my notebook has been sent in for repair and determined that it needs to be replaced, HP is stating I owe them over $1000 to have it fixed and there is no record in their system of the warranty.

WHAT THE HECK!!!!!

Even the lookup on the HP website shows the warranty is registered and in effect until May 2010!

What is wrong with HP, their system and the case managers?

 

Ok ive had a good experience with HP with the past but that was with a brand new laptop that shipped with a dead motherboard.

NOW I have my nearly year old laptop that had a host of issues.

LONG STORY short the technicians broke the clip on the left side of the screen and now I need a new bezel and there is a gap on the left side of the screen.

Also none of my problems were really fixed so I had to give it to a technician locally to fix costing me even more since im outside of the US and it cost me $250 to send the laptop to HP and then to get it back.

I am unimpressed!!! Someone also mentioned that the older you laptop is in terms of nearer to being out of warranty the sloppier their service is.

My last 3 laptops have been HP and now im going to Dell hoping to get the XPS and at least Dell has International Warranty Support.

 

$1,000 to fix a laptop is ridiculous, not to mention it is still under warranty. Might as well get a new laptop. My colleague just opted for 3 years warranty for his new HP laptop and hope he won't regret.

 

sounds like what recently happened to my parents that just bought a hp desktop...they said worst service ever

 

Ppl you are not not satisfy with their serivce and they still keep giving you hard time. Try this
It's another Tread I post to tell ppl out from this unfairness from HP.

http://forum.notebookreview.com/showthread.php?p=4069224#post4069224

Hope this will help.

 

My situation is on the way to being resolved. HP is replacing the notebook. Will see how this turns out.

Will update when there is new news.

 

News. Update about my complaint case
Hp have lie about the situation

Complaint I filed :
I purchased a Pavilion DV6000Z model notebook from HP with 3 years warranty back in August 30th 2006 through Costco by credit card with a total of $1,301.99. Costco order # 14655239. Problems started to occur after 6 months that the clock won't function correctly. Sent it in 3 times and they said fixed; however, it was never fixed and it died suddenly in May of 2007 during an important trip.
Talk to a case manager back in 2007, repaired was requested; however, repair parts won't arrive 3 weeks later. She agreed to replace me a brand new computer which is the same model.
July of 2007, I received the replacement model and start to have a similar symptom after 4 months. Talk to another case manager repaired was done, but the physical case was damaged during their repair process. I sent it back again to repair the case.
Until last month, the wireless feature started to malfunction. Called hp and they claim, it was a defective motherboard and need to be changed. Computer came back about 2 weeks ago working properly until 2 days ago the keyboard starts to malfunction.
Called a new case manage, James Penner (phone #1-877-917-4380 Ext 93), asking for better solution than just the endless repair. I asked for refund or a new replacement model and he refused and gave me an attitude and threaten me that I can do anything about this because of the warranty agreement. My ticket # for the hp of this issue is 8017403071.
I understand the warranty term and only can fix my computer; however, it the quality of their product is the problem. The computer has been sent in about 10 times within 2 years now for repairs, I believe it's unfair to me and James Penner refused to give what is fair to me.



Here is their response :
Hewlett Packard's Case Manager spoke with Ms. Chen on 10/23/08 to advise her the repair history only reflects 1 repair because 2 of the repairs were returned with only software/bios flash and don't count as a hardware repair per the warranty. The Case Manager setup a 2nd repair per Order # SGH977-01. Ms. Chen received a box on 10/24/08 per FedEx #988762195540. The Case Manager left Ms. Chen a message on 11/5/08 reminding her she hadn't sent the notebook to the Repair Center and the order would be cancelled if not shipped by Friday 11/7/08. Ms. Chen needs to contact the Case Manager to send the notebook to the Repair Center.

First of all I just sent in to replace motherboard and a hard drive in september 2008 which is about 1 month ago. Second the case manager called me on Wednesday night 11/5/08 about the repair box cancellation and expect me to ship in by Friday 11/7/08? The Message was posted on 11/7/08.


Never Buy Hp again!! Horrible Truely Horribe.

 

Update-
Replacement notebook was picked up by FEDEX in China. I expect I'll have it by the end of the week. I cross my fingers that there is nothing wrong with it and it has the correct specs..

HP has been terrible beyond any words I can type to describe the run around regarding verification of warranty status.
Case Manager has been pretty decent and helpful. No complaints about the case manager.

I have warranty including accidental damage thru April of 2010, however, I distrust HP since they are unable to lookup the warranty on their system even though I can look it up using the hardware serial number on their look up web page. And they kept telling me I had no warranty!!!!
This delayed my replacement computer for over a week! Grrrrr...

Had I not kept all my invoices and had the original care pack and the original email verifying the registration of my care pack HP would have screwed me over.

In the past I've been a fan of HP hardware, and HP Support for the way they post their drivers and maintain the support website.

Things become dang difficult once you have to pick up the phone and call someone, dang automated phone system then offshore support that is completely clueless and unable to comprehend anything that is not in their "script", then maybe you get HP Case Manager and find out that communication between HP Case Manager and HP is terrible.

Geez, I sure hope I never have a problem with my replacement notebook.

 

Good luck my replacement still gave me massive problem never buy Hp

 

Recieved replacement.
HP provided a 4 year warranty with accidental damage protection with the replacement notebook.
All specs. meet or exceed notebook being replaced.

I'm satisfied with the conclusion to this service experience.

Note: dv5z does get pretty warm. It also seems as if it could be even bigger and heavier than dv6000 series I previously owned.

 

How do you get through to a case manager or higher support level than whoever answers the phone? I am having an issue with a laptop that has now been "repaired" 3 times and is still not working properly.

Every time I call, I end up spending hours on the phone. I have Vonage, so I have an exact record of the duration of the calls, and it's never less than an hour and a half, sometimes over two hours. It's the same thing every time. The first CSR pulls up the record and first I have to correct all the factual errors. Then I have to repeat the story to various support levels or spend interminable time on hold while the CSR's consult their managers. I am so frustrated and exasperated, I am actually beginning to have an emotional reaction to this bulls**t.

I always take the soft-spoken and polite path, so I won't be aggressive or belligerent, but I am so tired, tired, tired of spending hours on the phone with CSR's reading from a script. How can I get them to bump me up to a higher level case manager without having to start from the beginning each and every time I dial HP's number? I am afraid that if I start out by asking for a higher level of tech support or a supervisor, they will stifle their smirk and just hand the phone to the CSR in the next cubicle.

BTW - I conducted some of the convos by chat so I would have good backup documentation of this whole miserable Via Dolorosa.

 

Next phone call, politely tell the tech person that you would like to have your case assigned to a case manager; they should provide you with a case number then call:

1 877 917 4380 EXT 94

Mon-Fri 9AM-10PM EST

 

To Sundoggy and others, I had similar problems - no call backs, case managers doging the issues, lies about status, etc. I was even told my case manager was no longer with HP, but then he showed up again 2 weeks later. I'm now convinced it's all part of the plan to make the weak-hearted give up and go away. I battled with case managers for 3 months and tried BBB, Massachusetts Atty General's office (useless), letters to board and execs.

The ONLY thing that eventually got HP's attention was suing them in SMALL CLAIMS COURT. The process was pretty painless. Just he sure you give proper notice if your state requires it. Massachusetts requires 30 day notice of intent to sue under unfair business practices statute and has sample letters on court websites. HP completely ignored that notice..said it wouldn't even be forwarded to legal because it didn't come from a lawyer. But about two weeks after being served with the actual lawsuit (the "You are being sued" notice that comes from the court clerk), HP legal called to settle and pretty much just wanted to get rid of it. Never had to go to court, except to fill out the initial paperwork. Cost me $40 filing fee, which was added to the amount of the suit. And the court clerks were very helpful in answering questions.

 

vertical 2010: I just read through the chronicles of your dispute with HP, and congratulations. Your persistence was very impressive, and the positive outcome well deserved. Very helpful, thanks for sharing

 

Thanks BestUserNameEver. Sorry you had to read thru that mini-novel. I couldn't believe how badly HP was willing to treat customers after the sale and I wanted to expose their tactics so potential HP buyers realize what they are in for.


P.S. My previous problem was with a Laptop, but just had an HP desktop motherboard fail at the 14 month point. FORTUNATELY, it was no longer under HP warranty, but was covered by a Squaretrade warranty. Squaretrade was a pleasure to deal with and everything was resolved in about one week. Won't be replacing it with an HP...

 

Took almost an hour to get HP support to send me replacement recovery discs and today I got the email confirmation only to find they are sending be 32bit recovery discs when my dv5t came with 64bit vista.

quality service there HP.

 

This is the reason why I avoid Compaq HP always

 

That would make for a great New Year's resolution!

 

this thread makes me depress (prays that I will never have problems!)

 

I can understand why you are depressed Darth - because the world's largest computer manufacturer, who has many products that we like, offers such HORRIBLE service and treats their customers like absolute CRAP after the sale.

But don't be too depressed, because this thread also shows that you can eventually win, even against a company as big as HP. Just keep after them, put it in writing, and don't hesitate to take them to court. You will eventually wear them out because they are so big and, in the end, your problem is small change and they will just pay to make you go away. They are counting on the fact that most people will give up due to their abusive stalling tactics..

 

Wow. We have mostly HPs/Compaqs. We have had (still have them all, only one note being used anymore because it is old, ie. Windows 98 First Edition) 4 HPs since 1999 and not a single problem with any, including my 10 year old laptop which still works great other than the inherent flaws of Windows 98 SE. I am currently waiting for my new Dv5t and I hope there aren't any problems.

 

Consider yourself lucky. I too had several older HP products that were pretty much problem free. Not so with my laptop (purchased last year) that had a critical component fail after several HOURS of light use.

I think HP build quality has gone steadily downhill during the past ten years, which means you are more likely to have problems out-of-the-box, or soon thereafter. Don't know if they are farming out the manufacturing with inadequate quality controls or just really skimping on component quality. My guess is a combination of both. In any case, I would definitely avoid their lower-end laptops, especially since their support for those products is so horrendous.

 

Anybody care to add any recent HP repair experiences, good or bad?
I'm wondering if HP repair has improved to the point where I no longer have to boycott them.

 

Well, my Toshiba tech support was in India and lousy. US repair didn't fix the problem despite my sending detailed memos. Oddly enough, the fourth time the box was sent by ground, the Corporate Engineers were too busy to get to it quickly, etc. so ran out the clock on my warranty.

I don't know about HP's repair yet, although I understand that the first level is the same as Toshiba's: UPS. However, because I bought an expensive HDX model, I, along with those who bought Touchsmart, get to talk to someone in Canada! They aren't all good but most are. When my case manager didn't return my call as promised the third day I called about this, I mentioned it and was immediately transferred to another case manager, supposedly an Executive Case Manager. These two had southern accents and worked in Missouri, I was told.

 

I, SO FAR, have had no troubles with the hp repair centre etc,etc.

First time my laptop was sent in for speaker and keyboard replacement, due to an accidental splillage due to alcohol, they replaced the laptop instantly due to a 'MAJOR' scratch across the screen, there was no scratch across the screen when it left my place......

Second time (present) laptop wont boot, ran hard drive self test in bios, when it finally entered after saying that video and system bios where shadowed, it finally came up with #10009-Replace Hard Disk.
Called Hp Again after they said theyd call back within the next half an hour....2 hours later, i called them they said theyd setup the courier and repair center informed, next day, laptop was picked up as they said, now just waiting on repair or replacement either way i'll be happy, just hoping they dont screw me over, then again....this is new zealand.....

 

Just got my laptop back from HP after fighting about he Nvidia issue for about 2 months. First thing I notice is that there are scratches on the lid of my notebook at the corners. After using it for a few hours, I noticed the battery was stuck at 78% and would not charge any further. One more thing I noticed was my keyboard is dented in near the top so some of my keys are lower than the others.

 

Hey hongrboi, sorry to hear your experience was similar to mine. I not only had scratches and gouges but solvent fingerprints all over my screen & case.

Get after them right away to fix it or replace it. If you wait, they'll try to blame the damage on you. Also take a photo of the FedEx box if u still have it. HP tried to blame my damage on FedEx, except I had the box and it was in perfect condition. And GET EVERYTHING THEY PROMISE IN WRITING. Tell them you want it in an e-mail before you'll agree to anything (THEY LIE).

My opinion is that they should replace it, since by the time they repair all the damage a. You will have been without the laptop again, due to their negligence, b. They probably will mangle it further when it goes back to them and c. Every repair increases the likelihood something will go wrong in the future - you shouldn't have to worry about that.

Good luck. Let us know how things turn out.

 

hey vertical2010, I actually want to sue HP and saw you wrote a forum based on your "adventures" with them through the litigation process (admire the bravery). I would like to go file via small claims court with them, and if you wouldn't mind, could you summarize/explain to me the steps or procedure you went about to file your suit against them (did you contact them first, what grounds, did you go in your own county or another, etc.?). My e-mail is [email protected]. If you have any advice (since you succeeded yourself), please let me know. My problem is related to the defective Nvidia chips they use, specifically the GeForce 8 series model, which overheats and eventually ruins the motherboard. Maybe you've heard of this particular, somewhat widespread issue (it happened to Apple, Dell, and many other companies too)). Thanks again, and much appreciated!

 

Hi firesmaili. The Nvidia issue seems like a bigger one than mine. Have you gotten anywhere so far with HP? My guess is they will do the usual: Deny, obstruct, lie, etc., and of course blame Nvidia. You should try the warranty process first, if you haven't, so it doesn't look like you sued before trying to resolve the problem through other means. This will make your case stronger. I went back and forth for 3-4 months before actually suing.

But I highly recommend suing if HP isn't responsive. That's what the courts are there for. I think HP counts on the fact that many people threaten to sue but never follow through on it. If more people did, HP would either have to settle all of them or pay through the nose to send lawyers all over the world, with the resulting bad press. Eventually, they would actually have to start providing adequate support per the waranty.

If you do decide to sue, the 1st thing you should do is check your state AG website to determine the $ limits and procedures. You can also call your local courthouse and talk to the clerk for small claims - they are usually very helpful. My state (MA) required a 30 day notice letter (which HP ignored) prior to suing under the states Consumer Protection Act for unfair business practices. That law allows for triple damages. But every state is a little different.

P.S. Judges love to see documentation, so keep track of everything, especially e-mails and phone logs, etc.

 

i sent my laptop for repair(my GPU was damaged) and i got it back in 10 days.
its working fine now(even cooler than before!!).

 

@vertical2010
Yeah, they essentially did just that. They first decided to ignore the fact that my computer was not under the warranty of "selected models". After that spiel and incessant need to remind me that nVidia was to blame, I decided to go and pay them for a repair. Now, however, I've changed my mind and want to sue. It's not right that HP thinks it's a big company with A BUNCH OF CUSTOMERS that it can bully a few around and still have some left in stock. I definitely have all the documentation and records of conversations/e-mails/chats with HP. However, did you need that when you went to file the suit in your county? How long did that exactly take you (you said 1-2 months in total, but was the suit-filing process lengthy?)? Also, did you sue for more than just the laptop cost? I kind of plan to since the time I've spent dealing with HP has been major psych. stress and time lapse from studies (which equals grades which equal scholarship and money)...so yeah; hopefully I'm not being a bother with the essay-long inquiry of your legal experience with HP...
---firesmaili

 

No, i didn't need much of anything to file the suit. Just the proper defendant (I named Mark Hurd, CEO) and corporate address (Hewlett Packard Company, 3000 Hanover Street Palo Alto, CA 94304-1185). The Massachusetts filing form only has room for 3 or 4 sentences, so you just have to summarize your best points. You don't have to show or prove anything until you go to court for the trial, if it comes to that, probably a few months down the road. The court clerk delivers notice of the suit to HP and they have a chance to respond, or just show up in court (or not show up - then you get a default judgement). Most likely, you will hear directly from HP and if you reach a settlement you just notify the court. I actually found the HP legal department to be very reasonable (unlike everyone I had dealt with in CS or ECR).

Yes I added in a sum for my time and expense, and don't forget to add in the filing fee. Good luck.

P.S. Maybe your state is more advanced, but the form I had to use had 8 carbon copies, and who has a typewriter any more? But you can hand print it - just make sure it's legible and you press hard enough to imprint all copies. If you're close to a courthouse, i recommend filling it out there (as opposed to mailing it), so a clerk can give it the OK and you can do it over if you screw something up.

 

I bought a DV9000 series Pavillion in October 2007 at Circuit City. I use it to do a radio show with friends, and it's a very important laptop.

In June 2007 it died. It took them about 2 weeks to diagnose the problem. They sent me 2 different sets of recovery discs before they had me send it to them. Adding up all the time I spent without the laptop, it was about 4-5 weeks. A case manager told me as a courtesy, he would extend my warranty 4 years. I was disseminated to lose the laptop that long, but the extended warranty was nice.

I woke up in the middle of the night the day after Christmas 2008 to a horrid noise coming from the fan. Knowing what an over heated fan can do, I always ALWAYS leave the computer on it's side (the USB ports on the ground, if you can imagine it) so the fan is exposed. Because of this, I thought it was weird. I called them, and we ran some very unnecessary tests. The hard drives were tested, he actually had me remove the hard drives, then try and turn the laptop on. I told him it wouldn't work, he told me to do it. It didn't work, he said it's because there were no hard drives in it.

It was concluded it would need to be sent in. I told them I have moved, and to send it to my new address. They sent it to the old one. Since it was close to New Years, I asked if I should wait to send it in (the laptop still worked, though overheated quickly and the fan made a really loud horrid noise) or send it now. They said to send it now. It sat in a FedEx storage facility for over a week.

My case manager, Jason (last name withheld) told me my warranty was expiring in 9 months. I told him it was extended 4 years, he said no it was not. After voicing my displeasure he told me he would extend it two years. However, he could only make a note to honor it in my case. After agreeing to it, I hung up. Later on, I emailed him (he had emailed me originally) to tell him I would like it in writing. He didn't respond. I called later that day, and he said he doesn't check the email. After sorting through emails for about 4 minutes I say to him "It seems like you have a lot of emails, shouldn't you be responding to these?" He told me it was a call line, not an email line. I told him I found that ridiculous, his job is to help the customer however.

This experience was brutal. I was without my laptop for about 2-3 weeks.

Ten days ago my laptop randomly shut off. It wouldn't stay on for more then a minute, if that. I called HP again, and it was concluded I would need to send it in. I told him I would be calling a case manager, he said that is fine, but I told him to send the box anyway, just in case I don't get a replacement. I, again, told him to make sure it gets sent to my new address. Of course, it did not.

I called the case manager right after I hung up. I told him m whole story, and that I was calling to get a replacement laptop. He put me on hold, quickly came back and told me ok, lets set it up. I was very happy with this, as he added a Blu-Ray player, gave me an extra 120GB, a better video card, wireless card, slightly bigger screen, and some other stuff. He told me to call in in two days (Friday) and he would have a delivery date. He also told me he would send along a spec list for me. On Friday March 20th, I called and was told it would be arriving March 27th. I was very satisfied. I called again on March 25th, and the reiterated the March 27th receiving date. He gave me a tracking number, but I believe I wrote it down wrong as FedEx says it is not a valid number (usually if it's a legit number but hasn't been shipped, it will say that). I never got an email on Thursday saying it had been shipped, and I called on Friday the 27th. Their computers were down, and they had no way of helping me. I have no idea if it has been sent, when it is supposed to arrive or anything. Also, I was never sent a spec sheet and I could be given a different laptop then originally promised.

I am very satisfied they are sending me a new laptop. However, every time they do something right, they blow it by doing something like this. For my experience I would never buy an HP again, and this thread makes me understand why I feel that way. Their tech support agents follow a script to a T. It is very hard to understand them, and sometimes they answer questions completely different from the one you asked them.

 

My experience wasnt horrible. It was actually very good. The only thing that bothered me was the price to repair.

 

Just like to say that my father also had a horrible experience. Can't remember what kind of HP he had, but it cost him quite a bit. It was his thin & light portable that he'd take places for lectures. anyway, it had a bad HDD and sent it in.

long story very, very short. 8-10 phone calls in later, the laptop finally made its way back to him.


45 days after he sent it in. it was lost at least twice at HP.

 

To TheAdam24: Sounds familiar. There are so many stories documented in this forum of case managers misleading, misrepresenting warranty status or not following thru on promises, that it has to be company policy. One sad example of my own: After about 3 weeks of dealing with my case manager who had promised this or that, they suddenly told me I would have to start all over again because he was "no longer with HP" (guess he also took his notes with him). But then he answered the case manager phone line a few weeks later (Oooops!). When I said "They said you were gone - why are you suddenly back?" he gave their canned answer: "I can't discuss internal company policy."

You were smart to try to put things in writing, but they don't make that easy. Yes, believe it or not, the Case Managers of a TECHNOLOGY company that MANUFACTURES computers say they do not have a means by which customers can email them. It can only be because they don't want a written record of what they promised, or a record of the customer asking a question 15 times with no response, or the customer documenting what was discussed and promised. My Advice: Send a return email anyway, to the CEO of other executive staff member, detailing what was discussed and promised. That way there will be a record. If HP can't route it properly, that's their problem.

Another interesting note: Ask a Case Manager if it's OK for you to record your telephone conversation so you have a record of it. Guess what their answer will be?

 

I am sending my DV6000 back to HP for its 3rd mother board do to the wireless chip issue. They also lost the first laptop I sent in and had to give me a brand new one. When I called yesterday they asked only a couple questions and then agreed to send me a box to return the laptop. Siggghhhh!!!

 

starrbiker99: Sorry to hear about your problems. Question for you: 3rd mb over what period of time? I'm curious how long they are lasting before failure. And please let us know how this turns out for you.