HP EliteBook post-purchase questions

I recently acquired an HP EliteBook 8530w after much research and deliberation into the subject. Configured with a P8600, 2 gigs of RAM (I'll throw in another stick eventually, no big deal) and the FX770M video card. My main concern is the condition the notebook arrived in. Upon first glance, everything appeared to be in order, and the machine is absolutely beautiful. But after a day of using it, I noticed that there is a faint white spot on the display, almost as if there is pressure from the back of the display shoving the lamp forward or distorting the foil layer in the display. It's not a dead or stuck pixel, it's just a light spot. So I started going over it objectively...

These are the things I noticed:

There was no protective "sticker" over the HP logo when it arrived, but there is a rectangular shape around the HP logo on the back of the display, that doesn't match the rest of the display. As if a decal with residue was pulled off. I tried scrubbing it with a microfiber cloth and some distilled water, and I couldn't get the slight discolored rectangle to go away. I eventually broke down and used Endust for Electronics and a paper towel -- it's still there, staring me in the face every time I glance over at the closed notebook now that I've noticed it.

Opening the notebook, inspecting it basically with a fine tooth comb, I see a slight indent in the housing near where the plastic and the aluminum meet on the palm rest, like someone stuck a #1 flathead screwdriver there and tried to pry without much success.

Above the power button, there is a black dot in the aluminum surface. This doesn't bother me at all, but I thought I'd mention it.

Closing the notebook and turning it upside down, there are a few faint scratches in the plastic and the screws have slight screw-head damage to them. It looks like someone really wrenched the thing together.

Is this common for new HP EliteBook series, or are they trying to off a poorly handled or refurbished model? I know I'm nitpicking about a lot of this, but my question is: Should I just exchange it for a new one, or go with my on-site warranty and have them just swap the display? The notebook has only been on my bed since being out of the box, I haven't even really got all of my software on it. I just installed Vista SP1 yesterday, before noticing the slight imperfections. I have no CPU whine, no AC adapter whine, and as far as I can tell, nothing else is wrong. I worry that if I return the product, I'll get one with more problems. In reverse, I worry that if I have the display replaced, I'll end up with dead pixels. (I guess either way, I'm afraid of dead pixels)

Suggestions before calling HP?

 

Greetings!

I also received a custom ordered 8530w about two weeks ago. I cannot remember if there was a sticker above the HP logo on the screen cover shell and definitely there is no sticker glue residue around it. It came pretty clean as a whole. I would say give them a call and talk to them. I have seen the service manual of the 8530w. It takes some work, but the aluminum cover with the metal HP logo on it, is further enhanced with a cellular pattern design inside it. The TFT panel rests and attaches on the aluminum cover.

(look here for what I mean: blog.laptopmag.com/hp-debuts-elitebook-adds-10-notebooks-to-business-lineup/hp-business-additional-5)

For the light area I am not sure. It kind of reminds me the sensitive 1600x1200 screen of my old C840 Lattitude. In that laptop if you did the mistake of applying point pressure on the tft, there would be a permanent "white" discoloration of the lcd panel. It did that even with no pressure because when in closed position, the lcd surface was rubbing against the pointstick of the keyboard!

However the EliteBook has one very clever design. Look at it from the side. There is at least 1-2 mm space between the lcd and the keyboard in the closed position which makes it super safe.

I am assuming you have WUXGA?

The aluminum cover is no problem for them to change. The HP logo is also brushed aluminum. Given that the notebook is brand new I would ask for a new one completely. If you decide not to, then getting a new screen may be a good choice.

Also where exactly did you notice the dent at the palmrest? In the plastic side or the aluminum side?

My general opinion is that this is a very nicely built and robust product.

 

I'd suggest you for for an exchange. You're not the only one getting an Elitebook suffering from QC issues. I've had a couple 6930p exchanged due to scratch marks on the Duracasing cover, like someone accidentally skimmed the service using a powerdrill.

The final 6930p I'm using now is near to perfection regarding the casing quality so I'm sure you are just getting a lemon. But the HP logo does not have any protective sheet on it when I got mine.

 

Plastic. I know the kind of damage I'm looking at is caused by a #1 flat-head screwdriver, from dismantling my old Sony notebook and causing the same "mark". I didn't however dismantle this HP. I hadn't even ordered extra RAM for it yet to warrant reason to poke about in the notebook.

I called HP support yesterday to see what could be done, and they told me to call sales today. They gave me two numbers:

1-888-999-4741 (which is disconnected ...)
1-800-658-1131 (which is small business refurb service)

Seems like HP business support has no idea what the heck they're doing. I called the number on my invoice again today (small business) and they're having difficulties getting ahold of a technical support representative due to lines being down; which I can totally understand. It happens.

But what bothers me, is the call yesterday to support the Indian-accent gentlemen (who I should have got a name for, but didn't think I'd need it) told me to simply call and request an exchange. No case number needed. Today though, it's a different story.

Frustrating. Now I'm eagerly awaiting sales to call me back with a support rep conferenced in, with no time frame given on when they're going to call other than "later". My instinct tells me they're going to want to send a service guy out here just to replace the display and the rest of the cosmetic/quality issues I'll just have to put up with. Even still, I'd probably still buy another HP later when I need to. Just because of how solid this notebook seems otherwise. It's definitely a step up from Lenovo T500 series.

 

An update to this drama:

I've gone through three replacements, all have had similar cosmetic flaws (scratches, duracase damage) but the last one they sent, only has very slight cosmetic issues with the black surround on the keyboard, so I think it's a keeper. I have a hunch that all of these replacements are unmarked refurbished units. The 8530w before this one had crooked screws on the bottom of the notebook, as well as deep scratches on the rubber buttons below the trackpad. The notebook prior to that unit even had a little rubber sticker from the monitor come right off when I first opened it. That unit also had a high pitched noise whenever the AC adapter was plugged in. Only my first unit had monitor issues (dented polarizer), none of the other units have exhibited even any stuck or dead pixels. Overall I'd say this product line doesn't suffer from any major backlight bleed (which is a plus, when compared to Lenovo)

This machine in particular (the one I am keeping) randomly rebooted on me while booting into Windows XP the first time (after the HP software installations, etc; start menu showed up, and it powered down, no log entry for a bluescreen) but after running Orthos [Prime95] for 25 hours, LinPack for an hour, and 3DMark06 for 3 hours I haven't been able to reproduce any crash, so I think this unit is okay. Strange fluke indeed. The battery is also a little more loose than the other units I've had in my hands, but I think it should be fine. Now to pop another stick of RAM in it, get another battery and install Vista Business 64. I grow weary of playing musical notebooks.

I hope no one else ends up with these quality control issues. I was near ready to give up on the entire product line and go with a 6930p or a Dell (more money, have had problems in the past, probably less durable)