HP Envy 14 With Radiance order cancellation discussion:

This is the thread to discuss the ongoing debacle with HP's Radiance screen supply and their order cancellations due to inaccurately matching orders with supply.

NEED TO CONTACT HP? The "Consumer Resolution Line" 888-227-8451

Corporate Headquarters: (from their website - http://www8.hp.com/us/en/hp-information/about-hp/headquarters.html)

Hewlett-Packard Company
3000 Hanover Street
Palo Alto, CA
94304-1185
USA

Phone: (+1) 650-857-1501
Fax: (+1) 650-857-5518

 

Well, after all of the crazy cancellations, delays, etc., my envy 14 with the radiance was delivered today! I will post some thoughts when I get to opening it, probably tomorrow.

 

Well, it just got to the "Dest sort facility" status. From researching it DOESN'T look like fedex delivers on saturdays, unless you schedule for a saturday which costs more, 2-day shipping or not. Looks like I'll be missing some class monday to insure I get it.

Edit: Once again I might be wrong, it just got updated to "On vehicle for delivery" does that mean its coming today??

 

Just got off the phone with the resolutions center people. He gave me two pieces of information:
1) The delayed envy 14s (I think most are i7s) are going out on Monday.
2) All delayed orders will be upgraded to 2 day shipping.
Hope this info is helpful to those who haven't been canceled but are still in production. I have no idea if the guy was bsing me or not, but when I mentioned the problem his response led me to believe that he had received several calls about this same issue already.

 

To waleed786, who in the original thread said that he was gonna receive his envy today and offered pics of Radiance vs. Brightview: we're still waiting for 'em! . Edit: You could post them here: http://forum.notebookreview.com/hp-...-receiving-their-e-14s-radiance-how-goes.html . Thanks!

PS: I apologize if my involvement contributed to the closing of the other thread. No hard feelings peeps

 

Yup, it'll be coming today! Just make sure someone is home!

 

I haven't read through all the posts in the other thread but yes my phone order placed on the 18th was canceled. I fought tooth and nail to try to get the display. Seems I was in a test pool of callers (under 20) who got the news prior to the mass cancel so I was speaking directly to the team involved -- when I called customer support they swore my computer was not canceled because they hadn't got the news yet.

I just got my new Envy -minus the display about 1 hour ago and came here first. And yes according to the Consumer Protection Agency, Atty General's office, and local TV news station -- the first series of offers given me was classic bait and switch. I tried everything including putting them on the 6pm news (they were interested and I may still follow-up) because I am local to their Hqtrs, but they didn't care. Problem was I was without a computer so couldn't wait. Not that I didn't offer to let them hold the order till the display came in, I did, but no. Always I was told we don't know if the display will ever come back. BTW, I did ask them to cancel someone else's order instead of mine since I'd been working with HP via phone for several days before placing the order and they would not -- and remember I was in the handful of people notified before the masses. So you can give them some kudos for that if you think it's working for some folks - I even offered to take a used one if I drove over to their office.

After all the hassle and a week of endless hours spent, I was only able to get them to honor the price paid with the coupon, less $200 and included 2 day shipping/fast build (at one point we discussed this, then refused later, then they came back to agree). I'm still really ticked off about the overselling of a prodict you don't have but at least felt I actually paid for what I got without extras I didn't want.

This is what I ordered:

• Intel(R) Core(TM) i5-580M Dual Core Processor (2.66GHz, 3MB L3 Cache) with Turbo Boost up to 3.33GHz
• 6GB DDR3 System Memory (2 Dimm)
• 500GB 7200RPM Hard Drive with HP ProtectSmart Hard Drive Protection
• 14.5" diagonal HD+ HP Radiance Infinity LED Display (1600x900)
• Backlit Keyboard

So now without the display, I paid out the door just under $800 and felt getting that was a hard fight. However, it took a week to get a refund of the first order to hit my bank, then they float the coupon dollars to refund you on the back end after the laptop ships. Times that by everyone who uses a coupon and you've got a lot of money to invest before returning it to a customer.

Really, really not happy and I think the least thing they should do is offer all of us with cancelled orders the ability to upgrade once they get the display back again. I pushed hard for this but they would not agree. FYI, I was told about 400 people had their orders cancelled by this problem. Not sure if this is true.

PS 2-day shipping really isn't per FedEx, I got lucky and it was about 4 days, but still well ahead of the expected build date of 2/18 for the reorder and then tracking number arrival date of 2/9. Call Fed Ex with the tracking info and speak to a real person to get a better idea of the real arrival date.

Now I'm off to read the thread on removing bloatware etc. to set this puppy up to be the best it can be.

 

haha dont worry ill post the pics as soon as i get home, i just opened the box and took a quick look, my touchpad is raised and i noticed that this is signifacantly ligter than my envy 14 beats edition...idk why but it just is..will post a comparison and pics later tonigt

 

mossum what do you think about the BV display? Are you trying to investigate alternatives from the Parts store? Seems like that the final round of trying to get people to purchase the computers they were actually applying a 500 dollar off 399 coupon code so out the door it wasn't much more than what it should've been originally. They through an extra 25 off and free 2 day shipping for my hassle, which of course will be subtracted later.

When did you order? Glad to hear it arrived earlier than the 18th.

 

This truly is the "entitlement generation". It amazes me how so many of you have responded to HP's mistake by basically shouting "not fair!" and then talking about class action suits (seriously?) and writing to attorneys general and the BBB.

Get over it. It was a mistake and HP tried to make it right by offering you an additional discount for the radiance.

 

Let me know when yours is supposed to be shipped to your house so i can grab it, pay you the money you paid for it, and say sorry it was a mistake they meant to send it to me. Since you aren't entitled to what you paid for.

 

totally agree

 

I mean while you might argue that people are have entitlement issues with arguing over who really deserves the envy 14 at a reduced price, you can't help but say that if HP just came out and said we'll refund your money immediately, sorry about that and if you want to use the coupon again in the future please feel to ask! They essentially canceled randomly and gave people the same 500 dollar coupon with a time limit, that they used in the first place, people are still getting turned away for the extra 200 off, and HP isn't exactly being nice if you ask about it, calling us and anyone we associate with liars!

The shortage of screens is also creating an ebay market where people are profiting about 40%+ off of HP's mistake, for those who truly wanted the system to begin with.

If given the original opportunity to buy the Envy 14 w/ radiance straight from the HP store without any discount at MSRP + 200 upgrade fee, I would've done it. But they released the coupon and the screen at the same time....

 

HP hasn't offered anyone additional discounts. All they've done is take off the cost of the Radiance screen we weren't getting.

I definitely filled out an online report for my local consumer protection agency and got a call from the AG's office a few days later, but I told them it was sorted. *shrug* Always fight for what you think is right, it's not being entitled, it's not letting a giant coporation take advantage of you by breaching a contract they entered into.

 

I called HP too but not the resolutions center. They told me their factory was closed from 2/1-2/3 or something and that there were issues with some i7 productions. He didn't tell me exactly what the issue was or when it would ship but he said it would hopefully be next week and he put a priority status update on my account, whatever that means. He offered me $30 for the delay I don't remember if my order was updated to free 2 day shipping or not. He kept mentioning that oh well you got $500 off too, but if I knew it would lead to additional delays I wouldn't care. Yea I know its going to be only 1 week delay but I had planned on using the laptop this week because my class starts on 2-7 and I need a laptop to work on a project before my class starts otherwise I would just wait. If it doesn't ship by Monday then I better get a better discount or else I'm canceling my order.

End of rant....

 

I just got the envy =) It is in FLAWLESS condition, no raised trackpad, the fans a lil louder than my old hp dv600, but im sure thats to be expected with the video card and i5 processor, the screen is much brighter and crisper (it is a brightview display.) There wasn't as much bloatware as I expected. btw if you want pics comparing the 2 I can do that. (By request only) In all honesty, im impressed enough with the brightview display to say that I dont think ill be buying radiance from the parts store. Gonna get all the backups and updates done then I'll try out some games!

 

May I be the first to welcome you and mossum to NBR. This site as you shall soon find out, has much information to offer regarding laptops and otherwise.

As to your statement of "entitlement generation" I can't see how it applies here. How is someone paying yes paying (money was taken out of peoples banks, credit cards, etc..) for a product offered by HP. Truely if the radiance screen was not available, money should not have been deducted fromn any accounts. I'd say this is beyone the "bait and switch" Mossum alluded to.

The people who made the purchase did so with good faith that their product would be delievered in new condition, and on time. Entitled? Seriously? If you pay you are ENTITLED to get the product, end of case. These people did not ask for a free bee that they did not PAY FOR. So....I'm not sure how you are making your case.

Not to dwell on this further....I agree with mossum's great idea, altough optimitics like me Yes, HP should offer to replace all those who wanted the radiance screens in the first place with the radiance screen once in stock.... I really do hope it would happen, but I wouldn't hold my breath.

Yes, I was one of the few who suggested to speak with an attorney, yet I recal many here are really nice and don't want to cause waves, I get it. But in all likely hood I would imagine HP would have lost something if a lawsuit would have been brought forward.....


KJ

 

Sometimes a good lawsuit and/or bad PR helps to tighten up controls at a big company so these distressing mistakes don't happen again.

HP took a gamble with using just one ODM supplier for the Radiance screen instead of the usual multiple suppliers with fungible parts.

It's a shame that the gamble HP took, blew up, and that customers have to bear the brunt of that mistake.

Entitlement generation? Perhaps. But it is equally matched if not exceeded by corporate malfeasance and incompetence generation.

The whole thing sticks I tell ya. It stinks.

 

Contract? What contract? Did you read HP's terms of service? Here's a link: HP Home & Home Office Store - Terms and conditions

Notice the 5th section down: "Order acceptance and cancellation"

Here's the text:

"The HP Home & Home Office Store reserves the right to decline or cancel orders at any time. Notification is via email to the email address you provided when submitting your order. We assume no responsibility for issues resulting from such declines, cancellations, or email notification failure. Order costs will be charged to your account upon acceptance."

If you had a problem with these terms YOU should not have purchased from HP.

 

Has anyone who ordered the screen from the parts store gone through the process of installing it? Just wondering how it went. Still toying with the idea of trying it myself.

 

As a point of fact, you are correct. There's no arguing that.

However, the customer reserves the right to demand reasonable efforts be made to have the order filled or to be made whole for orders unfilled. HP shouldn't do business with consumers if they can't accept those terms.

Where HP failed in the "reasonable efforts" part is to use one supplier for a part. HP almost invariably uses multiple sources for key components in order to reasonably meet customer orders and demand. Or they stock up on parts in anticipation of demand. When they foresee orders may not be filled, they remove certain options from customer purchase.

 

Mine just arrived. I ordered on Jan 17th w/ Radiance and using the $500 off coupon. Still charging up before I start but build seems good thus far. Like a few other people mentioned, the right side of my track pad is just slightly, and i really can't emphasize the "just slightly" enough, raised on the right side. Other than that, it seems solid and well put together thus far. Once I get it fired up and cleaned off, I'll post any problems I hope never arise.

 

BrightView sucks. I'm very disappointed. I've seen a radiance screen and it just blows this piece of crap out of the water. As for everything outside of the screen, I'm very very happy with it. I might have to shell out the dough and buy the radiance from the part store (if it's still available). Wish I could sell this screen.

 

I ordered the Radiance screen from the parts store last Sunday. I received a call today from the parts store from a lady who stated that the part is still shipping and I should receive it on or before February 18th. If it arrives I will do a write up w/ pictures of the swap process.

 

This is definitely something I'd like to see.

 

Glad to hear you're still getting the part, I placed my order 3 days ago for the screen. I'm getting that radiance display if it's the last thing I do!

 

Actually, it took me a week of talking to HP to get them to agree to "making it right" by charging me for what I paid for and refunding me for what they couldn't deliver on. That's simply what is fair - don't try and force people to purchase items they don't want to adhere to the price quoted. It was HP's mistake, not the customer's. Otherwise it is in fact bait and switch.

BTW, thank you Killa Joe for the warm welcome...looking forward to making my new Envy all it can be with the help of this forum.

Big Phil -- the new order was placed 1/27

 

Well my HP saga w/ the radiance cancellations may now be at an end; I got my original configuration minus the radiance plus a 256 SSD for the same price I paid originally. Would I rather have the radiance? Hell yes. But a 256gb SSD for that price is hard to turn down

 

Unfortunately, HP's terms of service don't supercede state and local consumer laws. DC laws say that HP is required to keep a reasonable amount of product on hand to fulfill demand and that once charged, orders must be filled. I could have taken this matter up through the AG's office or small claims (I've sued HP in small claims before and won). But like I've mentioned before, I'm pretty happy with the deal I ended up with, Radiance wasn't a huge deal to me.

But don't crap on people who are trying to take on a billion dollar corporation to get what they're promised, it's not being "entitled," it's getting what's rightfully yours.

(sent from my new envy).

 

I am wondering if there are any more updates on people who's orders are still in production. I ordered mine January 17th with a production date of February 2nd. After spending some time on the phone with HP Today I was told my order had been delayed because of the Chinese New Year and I would be recieving a status update within the next 24 hours. I was also given 2 day shipping and 75$ discount on my purchase.

the radience display isnt a huge deal for me and I really just want my money back at this point so I can go and buy a new laptop if your interested in buying mine off me at a reasonable price lets make a deal (we can do it through ebay or paypal im reputable seller. I paid 1200 for my laptop with the following specs

• Intel(R) Core(TM) i7-720QM Quad Core processor (1.6GHz, 6MB L3 Cache) with Turbo Boost up to 2.8 GHz
• 1GB ATI Mobility Radeon(TM) HD 5650 graphics [HDMI] - For Quad Core Processors
• 8GB DDR3 System Memory (2 Dimm)
• 500GB 7200RPM Hard Drive with HP ProtectSmart Hard Drive Protection
• No Additional Office Software
• Two 8 Cell Lithium Ion Batteries (standard)
• 14.5" diagonal HD+ HP Radiance Infinity LED Display (1600x900)
• SuperMulti 8X DVD+/-R/RW with Double Layer Support
• HP TrueVision HD Webcam and Dual Digital Integrated Microphones [For Radiance Display]
• Intel Wireless-N Card with Bluetooth
• Backlit Keyboard

 

What about compared to other 1366x768 displays (which is unfortunately the standard across many consumer laptops)?

 

Just got a delay email from HP, I ordered the 18th i7 radiance.

"Due to product constraints we will be unable to ship your order on the original estimated ship date. The revised estimated ship date for your order is 2/17/2011 or no later than 10 business days from the original estimated ship date. However, if we are able to complete your custom order prior to that date we will ship it out and you will receive a shipping notification e-mail. "

The original build by date was the 3rd. It says I can still cancel if I want to, which I don't, but if I would had known it was going to take a month to get it I would have looked else where. Should I call and try to get a discount for the wait, if so what could I expect? Also I ordered without knowing about the $500 coupon so I paid full price, I'm guessing its a little late to ask for that.

 

I've done the comparison at Microcenter. It sucks even compared to the standard screen. They put a matted screen beneath the glossy display.

Matted screen sparkles (speckling), does not have deep blacks, and yellowish whites. What's even worst is this display is ALSO glossy and reflective.

It was the definitely in the top 3 worst screens there.

FYI. There are two versions of the screen, both are matted under the glass: LG made, and Samsung made. They both suck, but I think the Samsung one is not as good as LG. I didn't do a side by side though, so it may be just "perception", where the Samsung looked worst because it was side by side next to other laptops on display.

 

Word. Contracts of adhesion do not give free reign to violate basic principles of law or consumer protection laws. I would argue the terms are unconscionable and therefore void. Also, some ordered by phone and did not accept the terms.

 

Has anyone actually successfully ordered the screen part? Part in their hands?? HP keeps telling me that the part store does not have the screen and the website showing availability is wrong.


Also, would swapping the screen yourself void the warranty???

 

I agree.

The BV screen blows. Bottom line. I don't understand the whole glass over a matte screen concept. Truth is even though this screen in horrendous I still love my envy and wouldn't swap it for anything (sans radiance screen) that's out now. The components are top notch, it's sturdy, and I am impressed with the battery life (4+ hours for me). It was worth the $950 I paid.

 

How much would it take for you to screen swap? $200?

 

I'm in the same boat as you though I haven't received any official delay e-mails yet. I call them today and I got a $30 discount but my ship date was 2-1. The person I talked to told me there was several orders with i7's that were having production issues. From what he could tell my order wasn't one of them but I don't know how much I believe that. I'm really annoyed that if I want to change it to an i5 I would likely need to give up the radiance screen. If thats the case I'm probably never going to purchase an HP product again.

Here's to hoping HP does the right thing.

 

I ended up with the same thing (plus some other extras for other trouble that I had to go through) and felt the same way initially - would still have preferred the radiance but could live with the deal I got. Now that I've actually had my computer for a week, I have to say that as much as I dislike the BV display (borderline HATE it), I am loving the SSD so much that if given the choice now, I don't know if I would trade my computer for a brand new Radiance model. The SSD is that much of an improvement over the HDD. Check your SSD device ID when you get it to see if you have the Samsung or Micron drive. Also make sure to run the JJB tweaks.

 

Ditto. It speaks volumes about how great I think this machine is that even though I think the BV display sucks and is one of the worst displays I've seen on any machine around this price there isn't any other (non-Apple) notebook that I would rather have at any price.

 

I ordered one today and will not get the ETA for shipping for 24 hours. I did it as much as an experiment as anything else. The service center has my Envy with a defective Radiance screen, and provide the most lame info about the if/when they will be able to replace it. First, they said "no sooner than March 3." Then, "we will expedite, but cannot provide a revised ETA." I have told many HPers that I don't believe there will be any screens left to install if I wait around for more than a couple of weeks. So I tried ordering one from Parts and, if it actually ships before anything happens with mine in service, I will go to town with the people who have insisted "there is nothing that can be done to get you a radiance."

I am a combination of disgusted and amused. I do have at least 3 different pretty well placed people going to bat for me, but HP is keeping the reality of the radiance displays a closely guarded secret.

 

Deuce, you da man! Like he says it.

I'm in this funny limbo land because I did get my Envy with Radiance, but the damn screen was defective, so now it's in service so the warranty contract, rather than the sales contract governs. I somehow am sure the wtty contract says they don't have to have parts to replace the original product and gives them virtual 100% latitude to substitute part or all of the computer - but 3 days after it was first delivered?

I wish I had the energy to take legal action or make a PR flap about this - not because I am "entitled," but because HP has been duplicitous and outright dishonest. Throughout the organization, where I have some pretty good contacts, but few are in possession of the truth about Radiance display inventories, there is an unwillingness to answer the basic questions: do you have ANY inventory of Radiance displays at all? How and when will it be decided how to allocate the few remaining among the multiple claimants? They dodge, obfuscate, make things up, etc. VPs say "there is no one with more authority or information than a Case Manager" Yeah, and the guy who answers the 800 # is in charge of marketing and manufacturing.

I've been an apologist for HP for a year now, as I have always been able to get both good information and excellent resolutions, with both the H/HO and SMB divs. Now I see why so many consumers hate the company and rue to never buy their products again. I don't feel that way from one bad experience, but most people don't buy 12 computers a year from them!

 

Yes. I ordered the screen part and it's in my hands. I'm waiting for my BV Envy to ship and I'll be swapping it out.

 

When did you order?

Are you worried about your warranty getting void?

 

Ordered 12/22 shipped 12/24. No, not worried. I have 3 yr NBD onsite w/ accidental coverage. I take very good care of my electronics and based on what i've heard about the non-supply of these screens I will be ultra careful once it's swapped out with the BV.

 

Just swap it back if you have to return it for warranty repairs, I've always kept my original ram and hd in a thinkpad I've had for years and when it crashed I replaced to default configs. I ordered a radiance screen from the parts store as well and am majorly confused, in this case we have someone who actually received the part and in other cases people are having csrs telling them the listing is false. Maybe the listing WAS false but hp decided to stock their parts store with a few screens for extra profitability/ provide possible replacement parts for the defective core situation. Mine is supposed to ship on the 9th according to my status page, but I've read here that the parts store's status is rarely accurate. I don't understand why this is so hard, do you have screens left or no? Just friggin answer us hp! Even an answer of we need to save some for possible warrantees and can't sell anymore anywhere would be better than the crap were getting.

 

Damn you ordered your part in december very interesting....

 

Was getting excited til I saw you ordered in Dec. I don't think your experience is necessarily indicative of what will become of orders placed today, like mine. They consider the part on "back order" but that only applies to one which is in production and is delayed, not to one which has to be in an HP warehouse somewhere, no more than 2 days from being at your door - if they were willing to ship it to you.

 

So I received the laptop today, it's really nice. The BV screen obviously isn't the most outstanding screen, but going from 1920 by 1200(my desktop) to this is harder to get used to but oh well. Only one real issue is a small weird whirring sound that will come from the laptop.

Seeing as I'll use this is mostly a light to moderate gaming/ taking to class laptop is it worth it to get the radiance screen from the parts store? Is it easy to dissemble and reassemble the screen? If both are yes, what is the parts number for it?

 

So what exactly is the story here... You originally bought the Envy + BV and a separate Radiance display, but then returned the Envy and tried to buy an Envy + Radiance (even though you already had one), and then chewed out HP because they couldn't give you a Radiance (even though you already had one)?