HP Customer Service/Repair is HORRID!!! Don't get the integrated TV Tuner!

So I got my DV5t in January. I sent it in to Zagg immediately after receipt to have an InvisibleShield put on it. As soon as I started using the notebook I was having trouble with the integrated TV tuner I/O port not making a proper connection (I would have to prop the cable up with something.) After about a week and a half the port completely failed.

So, I call tech support and spend 2 hours on the phone with some person in India while they try to understand what I'm trying to tell them. They took control of my computer a couple of times to remove/reinstall the drivers. After which she opened up WMC and went to "Internet TV" and tried to tell me that the tuner was working properly. So after we got that SNAFU worked out and the problem clearly explained (1.5 hours into the call) she tried to get me to approve the sending of a replacement antenna saying that it was the problem. I explained to her that I had tested both the antenna and the CATV connector and they were both doing exactly the same thing. Eventually I get a repair ticket and send the notebook in to get repaired. Well they replaced my wireless card instead of my TV tuner and sent it back to me. The repair note said that the wireless card had been flagged on a diagnostic. I don't know if the person at the TN repair center couldn't read or what because my customer repair request form (the one I fill out) stated that my problem was with the TV tuner. So I call tech support again and after an hour I get another repair ticket and send it in. Now they are trying to charge me $296 to repair the TV tuner claiming it was "customer induced damage." That's more than a third of the price of what I paid for the computer.

The reason I say don't get the integrated TV tuner is because if HP is going to view any problems with the the tuner port as "customer induced damage" then they are going to try to get you to foot the bill. In my opinion if you want a tuner just get an aftermarket (HP or other).

Does anyone have any advice on how to proceed/deal with the Customer Repair Center people when they call on Monday?

 

Get a case manager. You just got unlucky i got a case manager when i had some " Customer Induced damaged " The case manager requested some pictures ( in my case broken screen bezel ) she looked them over and told me they would be fixing it for free.

 

How exactly do you request/get a case manager? Do I just request one when the repair center calls me on Monday, if my discussion with them goes badly?

 

Mon - Fri 6am-8pm Pacific
1 877 917 4380 ext. 93

 

Do you just need your service ticket number? I would just call CS but I have a feeling it would be quicker just waiting for a response on here. Ha.

 

The number I gave you is to American support. It takes 1-5 minutes to get connected. ...and they are above regular tech support.

 

I always yell at the lower end people untill they give me a case manager i tell them basically they are wrong ( because they are ) and that i want a case manager.

 

Calling the Case Management line isn't going to help you out much because Tech Support need to get your ticket escalated up to a case manager. If you try calling with having it already escalated they won't be able to do anything for you. I know but because i have tried it before.

You best be would be to call this number for Executive Customer Service
http://consumerist.com/5136967/reach-hewlett+packard-executivce-customer-service

They would be able to get your issue escalated to a case manager immediately.
Good luck!

 

Yeah, so they are closed on the weekends. I saw someone mention that they emailed the CEO and got a response back the next day so I went ahead and did that. It wasn't a blasting email or anything like that. Just explaining my issue. We'll see how that works out. Since it's still at the repair center I want to try to get someone on it before they try to send it back to me.

Thanks for all the info. It's a frustrating issue that perplexes me. I understand the necessity to ship tech support offshore. Let's face it, that's why we get these products for such a cheap price. I just don't understand a complete lack of QA on the US side. Maybe we would all be better off if they did send the products to India for repair.

 

So I called the Executive Customer Service number that nephipower posted the link to. I was on the phone a total of 20 minutes (a record so far). The first guy got the case escalated and sent me over to Terry. She waived the fee for the repair, even though I don't think it was something that should have been waived as it was obviously a defective part but that's not really important, and is getting both of my issues resolved. Definitely a good experience.

Thanks nephi and Infamous!!!

So for everyone's future reference. If you are having a problem with your repair, call 1-800-756-0608 ext 7 for the Executive Customer Service. They will escalate your claim and send you over to a Case Manger. Then you can call the case management people directly 1-877-917-4380 ext 93 once your claim has been escalated. Better than yelling at the normal CS people till they send it up the chain. Both of these departments were courteous, professional and extremely helpful!