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    HP/Compaq service turnaround time

    Discussion in 'HP' started by tempoct, Feb 17, 2006.

  1. tempoct

    tempoct Notebook Consultant

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    Hi,
    On average, how long do you have to wait for your notebook return? Let's say it's more serious problem, like motherboard replacement? Not something simple like RAM/HDD replacement.
    I shipped out my lappy (v2000z) out and they got it on Feb 1. They keep postponing the date from Feb 7 to Feb 13 and now to sometime after Feb 27!! :eek: Seems taking forever to me, I've just keep calling them.
    It's the 2nd time it goes there. They just replace the RAM and HDD last time (but surely didn't fix the problem). The turnaround time was less than a week (around last week of Jan).
    My patience is running out :mad:
    Good thing I still have my desktop ;)

    tempoct
     
    tempoct, Feb 17, 2006
    #1
  2. chinna_n

    chinna_n Notebook Deity NBR Reviewer

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    Hmm, that is not good. Why don't ask them to declare it as a Lemon and give you a new one?
     
    chinna_n, Feb 17, 2006
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  3. tempoct

    tempoct Notebook Consultant

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    oh. How can I do that? Any info on their site??
     
    tempoct, Feb 17, 2006
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  4. Abit667

    Abit667 Notebook Enthusiast

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    Does HP/Compaq always take a long time to do anything? I've never really bought anything from them before but I recently ordered a laptop and it's going to take 3 weeks to get here from the time I ordered it. That just seems insane to me, is this normal or is HP just slow?
     
    Abit667, Feb 17, 2006
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  5. fill2k

    fill2k Notebook Consultant

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    Try calling them and talk to a supervisor or manager.

    The normal is 4-10 business days. Yours is definitely more than 10 business days.
     
    fill2k, Feb 17, 2006
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  6. aaronabend

    aaronabend Newbie

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    Just be thankful you do not have a dell. I had a problem in October that is still not resolved, and the replacement Dell I bought (only so I could swap in my existing hard drive) died today. The only thing worse than Dell's product quality is their service.
     
    aaronabend, Feb 17, 2006
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  7. fill2k

    fill2k Notebook Consultant

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    I agree. We bought an Inspiron 600m at work last October. When it arrived it had 1 dead pixel. The next day it had an additional 2 stuck pixel. Naturally I called dell, and ask for replacement, since it's brand-new. They refused to replace it. so I asked for a manager... got transfered, disconnected, put on hold, etc. spent more than 3 f**king hours on phone with them... In the end, they replaced it.

    If they can treat their business accounts like that, then I can only imagine how they treat regular consumer/customers.
     
    fill2k, Feb 17, 2006
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  8. meerkat

    meerkat Notebook Enthusiast

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    I'm suprised you two had such bad luck with Dell, my experience was better.

    My Dell 700m had almost the the exact same problem --crash at anytime after running for around 2 hours.

    The Dell calling process and escalation was painful, not only long wait but also you have to deal with some really d*mp first tier support to escalate.

    But DELL immediately gave me a system exchange, yes, new, as I can track the manufacturing process. After the system came, I complain the HD drive is noisier than my original, they 2nd day DHL me a new HD (5400rpm, in exchange of my 4200RPM), plus they gave me a $130 concession coupon.

    That was April last year, may be they changed policy.

    As for HP, I did not need their support yet. But based on HP driver/bios etc web update status quo, I must say I'm not impressed.
     
    meerkat, Feb 17, 2006
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  9. chinna_n

    chinna_n Notebook Deity NBR Reviewer

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    I had worst experience with dell sofar. I could not get right product(HDD) after several weeks and several hours of talk with reps. Finally I gave up and returned dell.

    I thought I should never buy dell again. Where as Toshiba, I got defective HDD replaced by local Toshiba dealer in 3 days. HP was even better, got replacement HDD by fedex overnight next day.
     
    chinna_n, Feb 18, 2006
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  10. fill2k

    fill2k Notebook Consultant

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    Not all of my experience with Dell are bad. during 1998-2001 they have been very good to me. At one point we're even getting free laptops. Tech Support has been very good. If there's a problem they respond by sending the parts, replacement machine, or sending a tech.. all within 24 hours.

    Those were the good times, when their call center is in US. Now that it's in India & Philippines the quality of service has gone down a lot. Though the one in Philippines, IMO, is better than the support in India...

    Sorry tempoct, it's gone a little off-topic. Anyway, My experience with HP had been very good so far. Last month, they had to replace my battery (for my 2nd V2000z)... and I received the replacement within 24 hours.
     
    fill2k, Feb 18, 2006
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  11. vassil_98

    vassil_98 Notebook Deity

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    It takes them so long because they have to ship it back to China to get it fixed. Obviously, your laptop has some severe issues with it and I would call HP and ask for a replacement
     
    vassil_98, Feb 19, 2006
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