HP In-Warranty Repair Woes

This thread has changed directions so much, so I'll give a quick summary. Here's the order of events:

May 13, 2007
Purchased DV6305US from Office Depot for $719.99 with a $150.00 Office Depot Mail In Rebate, and a $50.00 HP Mail In Rebate. Final cost: $519.99 + $43.20 MI Sales Tax = $563.19. Specifications as purchased:

* AMD Turion 64 X2 Dual-Core TL-50
* 512MB 667Mhz DDR Memory (later upgraded to 2GB)
* 80GB 5400RPM SATA Hard Drive
* Super Multi 8X DVD+/-RW w/Double Layer
* 15.4" WXGA+ BrightView Widescreen
* Imprint Finish with Integrated Stereo Microphones
* NVIDIA GeForce Go 6150 Graphics
* 6 Cell Lithium Ion Battery
* Microsoft Windows Vista Home Basic


May 29, 2007
Emailed support explaining buzzing noise and VGA-out problems (a few emails went back and forth to diagnose the problem and try to fix it, including a BIOS update and purging the system of static).

May 30, 2007
CSO was issued after all attempts to troubleshoot the problem failed.

May 31, 2007
Prepaid box arrived, and I mailed it in for repairs.

June 4, 2007
Notebook arrived at HP. Estimated return date of June 12, 2007.

June 6, 2007
Notebook comes back unrepaired, 6 days ahead of schedule. I emailed tech support again and informed them the laptop was not repaired. They requested that I confirm my address, and I did. Then I received a response saying, "You're welcome. I am delighted to hear that the information I have provided was helpful. Thank you for taking the time to appreciate the technical support you received." This sounded like a standard case-closed reply, so I replied once again. They appologized, and I was promised a CSO number in 24-hours.

June 7, 2007
No CSO number. I emailed tech support. They replied and told me to wait 24-hours and this time, I would get one. They explained there were technical issues that kept my case pending and prevented a second CSO number from being sent to me.

June 8, 2007
No CSO number. I wrote to Mark Hurd, HP CEO, and explained my situation. I also emailed tech support again. They asked me to clarify that I had the notebook. He said according to what he was reading, HP was still in possession of my notebook and it was still being repaired. I was asked for the tracking number. I replied with the tracking number. HP replied and apologized for the inconvenience, and told me that the older case was closed, and the information was passed up to the appropriate department, and that I would receive a CSO number this time, in 24-hour.

June 9, 2007
No CSO number. I wrote back and politely requested a supervisor. I was told a case manager would contact me within 24 to 48 hours.

June 11, 2007
Roy, my case manager, called and provided me with a CSO number.

June 12, 2007
Notebook is sent out for the second time to be repaired. Estimated return date of June 14, 2007.

June 15, 2007
Notebook comes back unrepaired, again, and mis-packaged with left edge of notebook resting against left cardboard wall with no padding. I called my case manager, Roy, who informed me that I would now be issued a certificate for a replacement notebook.

June 20, 2007
No updates from HP, so I called Roy. I left a voicemail informing him that it's been several days and I was just checking on the status of my replacement.

June 21, 2007
Called Roy twice, both times got disconnected with alarm noise. I then emailed Mark Hurd, HP CEO, again to ask for help.

June 22, 2007
Called Roy again, got disconnected with alarm noise. Called during off hours, and left another voice mail.

June 25, 2007
No responses to my voice mails, so I called Roy again. This time I got through, and I was informed that I would be emailed today or tomorrow.

June 26, 2007
No emails were received. So I tried calling Roy again, but got alarm noise and disconnected. Tried again, and again, and again; with same results. So I went back to email tech support (who always replied within 12 hours). They informed me that my email was forwarded to my case manager, and I should receive a response soon. No calls or emails, so I tried calling Roy again, and this time I got through, not to Roy, but to another associate of his. I was informed Roy was on the phone, and I would have to leave my email address so I can get contacted when he's off the phone.

June 28, 2007
No emails or phone calls were received. So I tried calling Roy again. I was put on hold for over an hour before being disconnected. Every 20 minutes on hold, I was assured it would be just a few more minutes, then Roy would take my call. After being disconnected, I immediately called back up, and was informed that Roy wasn't even in the office. I asked the case manager I was speaking to if he could take over my case. He said that was not possible, since he is locked out of the bottom half of the case records. He informed me that Roy would contact me no later than tomorrow morning.

June 29, 2007
No emails or phone calls were received, yet again. So I called again. Roy was unavailable, and I was informed that according to the information he saw, my replacement was already shipped out and I should receive it in a few days. Immediately after hanging up, I received a call from Ellen Roberts at HP Executive Customer Relations. She wanted to know how things were going and how she could help. I informed her that the person I just got off the phone with informed me that my replacement was on it's way, so everything should be fixed now. She reviewed my case records, and told me that according to what she was seeing, a replacement requisition wasn't even sent to the financial department, and that they must have been mistaken when they told me my replacement was on the way. I explained the difficulties I have been having with my current case manager. She told me that if I did not receive a call from Roy today, I should call her Monday and let her know. I told her thank you, and I waited for a call from Roy. He never called.

July 2, 2007
Since Roy did not call, I called Ellen. She was not available, so I left a message explaining that Roy never called me, and included my contact information. Later that day, I received a call from a case manager, Rodrigo, who informed me that he was taking over the case, and that there must have been some confusion about my replacement, and that the process involves me configuring a CTO, and them placing the order. He informed me he would send me some specifications on a replacement, and I could email him and let him know if they were OK.

July 3, 2007
I received an email from a unanimous HP Quality Case Manager with the specifications on my proposed replacement. I replied and asked if it were possible to avoid the DV6000Z in favor for a TX1000Z.

July 6, 2007
No response from anyone at HP regarding my replacement. I attributed the delays of responses from both Rodrigo and Ellen to the 4th of July holiday. So I re-replied to the email, and called my case manager (either Roy or Rodrigo), but all I got was an alarm noise. So I called Ellen at HP ECR. An associate, Scott, picked up and reviewed my case. He updated my case record with my request for a different system, and patched me through to India, where I spoke with another case manager (I don't recall his name). He informed me that he would send a message to Roy, and that he would contact me first thing on Monday.

July 8, 2007
No response from Roy, as expected, so I called Roy, and got right through. Roy informed me that his associate, Paul, had forwarded my replacement request to the financial department, and I would receive an update in a few days. He said I have nothing to worry about. In the meantime, Vista automatically de-activated itself, and my 30-day limit to reactivate expired.

July 9, 2007
Because Vista was deactivated, I tried formatting and installing XP, but I got a BSOD and apparently the BIOS update I performed (at the start of this whole thing) made it so QuickPlay DirectPlay would not recognize my system as QuickPlay equipped- so the QuickPlay installers would not work. So I tried reinstalling Vista from the restore CDs, only to find that my COA key was invalid. I emailed HP live chat to find a remedy. They informed me that I had to contact Microsoft. About 20 minutes on the phone with Microsoft, and Vista was re-activated.

July 10, 2007
I received an unexpected email from Ellen, who informed me that Rodrigo was trying to contact me to go over the specifications of my replacement. That was not true. I only received the initial call from Rodrigo, and the email with specifications. I replied to that email twice, and had since been trying to get in touch with him, not the other way around. So I called Rodrigo. I was put on hold for 20 minutes, every so often was told by another associate that Rodrigo was on the phone with someone else, and he would be with me in a few minutes. Eventually, he told me that I should leave a message, and he would contact me as soon as he's done with his call. So I left my contact information. I never received a response, and it was getting close to the closing time of their call center, so I contacted Ellen. Ellen tried patching me through, but she told me Rodrigo wasn't even in the office. I explained this same thing happened before with Roy, so she told me that if I didn't receive a call from him tomorrow, that I should call her.

July 11, 2007
I called Rodrigo just as the call center opened at 8AM EST, and got right through to Rodrigo. I explained that Ellen wanted me to contact him. He told me Roy was my case manager, and patched me through to Roy. Roy, once again, told me that my replacement was ordered, and that I shouldn't worry- he would call me with updates. I asked for specifications on the replacement, since I wanted to know if I was getting the TX1000Z or the DV6000Z. He told me he would send me an email with the specifications in a few minutes.

July 12, 2007
Roy, once again, failed to do as he promised. I never received an email with specifications. So I emailed Ellen and explained the situation. She called me back and told me that yes, my replacement was ordered, and it should take a few weeks to be built and shipped out. She explained she didn't have the tracking or order number, since she doesn't receive that information until practically the day I receive my notebook. I didn't ask which laptop I was getting, since it was too late, it was already being configured. So I thanked Ellen for all her help.

July 13, 2007
I received a FedEx envelope containing return shipment labels for my current notebook.

July 20, 2007
I just got off the phone with Ellen from HP. She was completely unhelpful. When I told her that the same issues occured on my replacement, she paused, and then said "Jeff, this is a brand new replacement".

Then she tried suggesting it was my monitor. Nope. Tried 2 different desktops and 1 other laptop, no problems. Then she tried suggesting it was a Vista compatibility problem (after she explained she wasn't technical). Nope... I had XP and Vista on my old notebook, and 3 monitors (2 LCDs and 1 CRT) all had problems when I plugged in my system on both OS's.

Then she paused, and said "I don't know what to tell you", and said that the best she could do is offer to buy back my old notebook, but I would have to call on Monday because her manager wasn't in.

The "I don't know what to tell you" and "Jeff, this is a new replacement" was sort of offensive- as if I was lieing or something? As if I would say, "Oh, this is a new replacement? Ok, well the problem isn't here if that's the case, thanks, buh-bye"...

I would rather sell this new replacement than get a depreciated refund for my old notebook. At least I'll get some of my money back. But it doesn't make up for the hell HP has put me through.

NEVER AGAIN will I ever purchase another HP product. My friends and family already know about what I've been through with HP, and I'll make sure I continue to share my experience with people I encounter when asking for advice on a new laptop.

I'll probably sell this on craigslist or just keep it as a mobile solution. It works fine as a mobile notebook (15.4" is sort of large, but the LCD is fine), but if I plug it into an external monitor, it will just remind me of how sucky HP is.

I'm extremely disatisfied with HP. So I suppose this is case-closed for this thread... (or so I thought).

July 22, 2007
Deputy963 brought up the possibility of a ground loop. After troubleshooting, it was determined this was the cause of the VGA-out signal degradation. Many thanks to deputy963 for leading me to the cause, and eventually a simple solution.




Final remaining problem solved, thanks to deputy963.

Issue: Resonance, which is essentially an electronic component on my motherboard that was vibrating at an audible frequency. And ground loop, which is essentially one or more devices dumping voltage onto a common ground through different paths, with the central conductor of the loop, in this case, being the VGA cable, and the symptom, my VGA-out signal degradation. Because both HP units (my original with its two repairs, and my replacement) shared a ground connection with my monitor (no matter which one I tested), there was a ground loop occurring, and signal degradation. For some reason, whenever my laptop was clocked and volted to full power, it was dumping just enough current to cause VGA signal degradation.

Solution: The replacement HP shipped to me fixed the annoying resonance noise, and a $.50 ground adapter that I put on my laptop AC adapter killed the ground loop which caused the degradation, thus fixing my problems entirely.

Conclusion: HP, while it has reasonably fast email support, has a few incompetent case managers and repair technicians which seemed to make my entire dealings with HP a living hell. Executive Customer Relations got the ball moving for a replacement, which fixed the resonating issue. Now that my problems are all over with when it comes to signal degradation, I'm pleased with the overall outcome. As a computer support technician myself, electrical problems like this aren't usually considered- so I can't exactly blame HP for not catching the problem.



Original Post Below:

[rant]

As many of you have experienced, my Pavilion has high pitched resonating from the lower left and upper right corners of the notebook. But in addition, my system has deteriorated VGA out, causing distortion on dark images on my external monitor.

So I contacted tech support. They had me do two things:

1) Purge the notebook of static electricity.
2) Updated the BIOS.

It seemed apparent those two wouldn't work, since the support technician included instructions to ship the notebook in for repairs. But I did the two things anyway, neither of them worked. So in went the notebook for repairs.

The pre-paid pre-package material came the next day (no joke- they overnighted it). Instructions were really well made, and the packaging material was well designed to fit just about any size notebook snugly, simply by tearing out a layer of styrofoam inserts. I called up FedEx, scheduled a delivery, and they came the next day and picked up my package at my residence (free). Since it was a Thursday, it took a little bit longer to reach HP (left May 31, arrived after the weekend on June 4th).

I received an update from HPs automated email system telling me they had possession of the notebook (which I had already known thanks to FedEx tracking). And they gave me an estimated delivery date of June 12th. A week to fix the laptop, that's actually not bad. But on the description of the problem, it just said, "Noisy". Noise is livable. Distorted video out is not.

What surprised me is today (June 6th), I woke up to FedEx delivering a few packages. Amongst them was the notorious laptop-sized box that had arrived at HP just 2 days earlier. At first I thought it was a mistake, or maybe a return shipment. But no- the laptop was repackaged, and I examined it prior to powering it on to find an additional 512MB of RAM installed on the system. The additional stick did not have an HP replacement part sticker on it, and was a different brand.

I plugged in the notebook, expecting to find the system completely repaired. Actually that's a total lie. I knew my luck was too good (2 days to repair and ship it back to me?) to find anything positive from this. When the system started up, I was greeted by a BSOD. Not a problem... restart, and Windows booted just fine. This was the first time this system had BSOD'ed. In fact, I had not once had any major issues with this laptop (aside from VGA out and buzzing). This told me that either my hard drive was damaged during shipping, or they had actually replaced some hardware. Or maybe it was a freak BSOD. It's Microsoft anyway, right?

When I switched to external display and set it to "Always On", the familiar buzzing came back, and then my display went to hell- all staticky and lines and waves all over my nice clean black background, exactly as before.

Nothing was fixed. In fact, the system wasn't even reformatted, which I have come to understand was a standard 'service' in HP repair. But one thing was nice. My system was thoroughly cleaned of all the fingerprint smudges it had when I shipped it in.

So here my system sits. I guess I'm lucky that it didn't arrive completely broken. At least I can still type on it. I'm going to try to have this issue elevated to a customer service manager. If they replaced the motherboard (which I think is possible), it may be a model-wide 'feature' of crappy VGA out and noise- in which case I will push to try to get a new system in a different model. But all I really want is a working laptop...

[/rant]

 

Just keep sending it in if necessary, and then invoke the Lemon Law. You'll be entitled to a brand new computer of equal value or a full refund.

Sorry to hear about the trouble. I've found it best to only tell them about one issue at a time though, so next time only mention the VGA issue. My guess is that you'll need a new motherboard. RAM is also a great part that can cause BSODs if it is faulty...and judging by your ability to load windows after a reboot suggests the hard drive is fine.

 

I got a super fast response from HP. Fingers AND toes crossed this time .

 

I had a fast turn around the first time too. The second time was 4 weeks. 5 days later it crapped out again. I fired off an email to Mark Hurd. Use this link to contact him.
http://www.hp.com/hpinfo/execteam/email/hurd/index.html I now have a new upgraded DV9000z.
Good luck.

Jim

 

I'll give them another chance to fix the problem. Hopefully they get it right this time. But I will definitely contact Hurd if it doesn't work out this second time.

 

Ok... 3 tries and HP still won't send me a CSO number. They claim there is some technical issue that is preventing them from initiating a return service and getting me a CSO number. And each time they say to wait 24 hours...

I give up. Hurd is getting an email.

 

What is a CSO number?

 

Customer Service Order Number I think. It's a number you use to track your in-warranty repair. So if you don't get a CSO number, that means the return was not initiated (so no pre-paid boxes were sent).

Here's an update:

After 3 times of being told I would receive a CSO number, and no CSO number is sent, I got fed up and contacted Mark Hurd. Then I emailed tech support again. That was when I confirmed what I had thought- that HP had lost my laptop. They told me that according to their records, they still had possession of my laptop, and it was undergoing repairs. They requested I send them the tracking number on my box (probably to see if I was joshing them). On the 4th time of playing 'the tech who cried CSO', I told tech support I wanted to speak with a supervisor. So today, a supervisor calls and I got my second CSO number- FINALLY.

I'm still expecting a call from a case manager today (from the Mark Hurd email) so I can explain to them what I want out of this:

1) I want HP to fix my laptop this time without any further delays or mishaps.

2) Considering all the stress and frustration I've been through, I want some assurance that if HP cannot repair my laptop this time, that HP will step up and replace the notebook with another model.

I'm going to try to push for something with dedicated graphics, because I'm weary of sticking with 6150 with all the problems I've had with it so far, and I'm definitely not going to want Intel graphics. So I was thinking a C2D system with 8400M GS graphics. I think that's a small price to pay for keeping a loyal (9+ years) HPaq customer satisfied.

 

That's good to hear. I sent an email to Mark Hurd on Saturday, and I am waiting for a response from HP.

 

Typically when HP screws up, they'll give you a few 'upgrades' as compensation...just be nice to the person that calls you about replacing the notebook and you can probably make a request and have a good chance of it being honored.

 

My most important upgrade (at least to me) was going from the 6150 integrated graphics to GeForce GO 7600 256 meg dedicated graphics. I believe the 6150 was the problem all along with my first unit. I also went from 1 gig to 2 gig ram along with a few other things on my upgraded unit. Most important though, when you get a case manager, be polite,
friendly,and accurate about your unit and it's problems. It really does work.
Good luck

Jim

 

I got a call from a tech support supervisor, but he wasn't too interested in hearing about my problem- all he wanted to do was give me a CSO number and then hang up (which is fine with me).

Hopefully a case manager calls soon... I emailed them late on Friday. It's Monday, and still no call. How long does it take for them to get in touch?

Quick question: Are case managers typically from the US, or are they outsourced? I had a hard problem understanding the guy on the phone from tech support- I would hate to have to make my case for a replacement with a person I can't understand.

Anyway, I'll be sure and be polite. Another tip I have heard- in order to get what you want- make sure you let them know that you are a return customer- and never threaten with the words "I will never buy from you again", because then they will have no incentive to make a non-returning customer happy.

 

It took 4 days for them to call me back.

 

Notebook got sent off again today (it's amazing- I call FedEx to schedule a pickup, then I go outside to play some badminton, and before we even start playing- the FedEx truck pulls up).

Still no call from HP (I got am email saying my issue has been forwarded to some executive customer service escalation team). But it's only been 3 days.

 

I got the same email. They will be calling you in a day or two. They will ask you what you think should be done. Make sure you tell them that you believe the system is a LEMON. That sets the ball rolling for new replacement laptop. It did for me anyway. Looks like things are going to fall into place for you now. Good luck.

Jim

 

I think I am going throught the same situation with you now... What is the different between supervisor and a case manager? Am I able to get to talk to a case manager throught the phone tech support?

 

I think I seriously need some advise of what to say to the tech support, things just get worst the more I call them.

First I sent in my laptop due to the clock problem when no battery or AC power on. So I sent it for CMOS battery change. I got it back and didn't realize that it was actully not fixed after 2 weeks.

Second time, the techician told me it might be other problem (I think is motherboard malfunctioning; however, no problems at all when in Windows except the clock). They are going to run a full test on it. I got a call after I sent it in and ask me if there are anythings else want them to check, I said" maybe the CPU fan, it is a little loud". my laptop came back with with a quieter fan; however, the clock still not fixed. I called back and ask what they did, they said all they did was changing the fan....

I left the US for family visite right after I got the laptop back( still not in the US now). One day the laptop start to have start up problem. the LED light will turn on; however, black screen and it will keep restarts itself until it gets a normal boot up then everything will be fine inside Windows and runs for hours. I even run the online HP health diagnostics and Prime 95 everything seems fine. On 6/7 I went online chating tech support request for a mail in repair service and ask to make it arrive on 6/22 at my place in the US. I request a case # and he told me I will receive in the e-mail and that was a lie I didn't get anything else other then the chat log and a survay.

Next day, laptop totally dead, it will just keep restarts itself (without going into BIOS) and never gets a normal boot and will have motherboard beeping sound. (6/13)I just heard from my sister that my mail in repair box is here (suppose to arrive 6/22)..then I call the HP tech support internationally and found out that the Online support guy didn't write down anything for what reason why I am sending in...The technician told me to call back once I get back to the US.

I am going to give them another chance for replacing the motherboard. If that still doesn't work I will try to demand a new comp.

This is probably the worst service ever,but I do want my laptop to be fix or even replace with a new one. I can't help getting a little mad when talking to the tech support please tell me what to say...

 

There's nothing special you can say to tech support since their job isn't customer service. All they are trained to do is help you through a problem and initiate a mail-in repair service. If you want your notebook fixed and don't feel you are getting the right help, just kindly (and specifically) ask that your case be elevated to a supervisor. You will get a call in a few days. That helped in my case to get a CSO number (after about 4 days of promises from email tech support).

If you feel you've hit a dead end (like I have), shoot an email to one of the executives. I've already been through tech support, mail in repair, and supervisors- so I emailed Mark Hurd (CEO) so I could get some assurance that if my notebook isn't repaired this second time, that it would be replaced.

I honestly think HP has top-notch customer service and reasonable quality on their consumer notebooks, but they have absolutely horrible accountability when it comes to their repair service- and in my opinion, that's the one thing that seems to screw everyone over. And as with any big-business, in order to get real customer satisfaction, sometimes you have to go to the top.

 

Did you get any calls from any case manager yet? also do you usually call them or e-mail for the tech support? I do wanna hear your result from case manager

 

I do question about the build quailty on the new DVs models. They look good but not as well built. I used to have a DV5000... it seesm much stronger and better build except the look. I cousin have a huge problem with the DV6000s... it came strech on the right side of the palm rest area, finger prints on the screen, sweeking noise from the right palm side, and worst the laptop itself was not leveled correctly... He returned it instead.

 

If you are to the point where you do not want to deal with returns again... And you have made the effort. Go to the web site figure out what notebook and spec you want for the replacement. Tell them you want your defective one replaced with whatever you want. At that point it is a customer service issue, and they will send you a NEW replacement notebook to your specifications. They replaced my dv4000 with dv9000t I am currrently typing for similar types of repair issues Including my Docking Stations, batteries and power supplies.

 

Did they just upgrad for you for free?

 

They will upgrade you to a certain point. They do this to compensate for your lost time and bad service from your laptop. You cant take them to the cleaners but you can get some nice upgrades. These can only be granted by a case manager. Tech support can not authorize this. You will probably have to start at the top the way I did. Use this link to get the ball rolling. http://www.hp.com/hpinfo/execteam/email/hurd/index.html
This is very important. DON'T be rude in your email. Be polite and accurate with situation and all the facts. This approach worked very well for me. I believe it can work for you too.

Jim

 

Dv4000 to DV9000t with the spec he showed was a lot of upgrade

 

If you do pick a different model how do you determine what is upgrade? since everything is actully "upgrade" if you do change a model.

 

If they agree to send you a new laptop, is it a brand new in the box laptop, or a refurbished unit?

 

double posted by mistake

 

Mine was built to my specs in China. I was able to follow the whole order, shipping, and customs processes through my case manager.

 

Any Update s6arface. I am also getting the replacement for my 10 months old dv2000t system after it has been repaired twice without any success and my case manager has told clearly that he cannot replace it with dv2500t system. I tried to be friendly whole time but no help.

 

Rdkryton, I have a question for you. So you request a brand new computer as replacement with upgrades? Is it the same model or different?

 

Well, my system came back from repair the second time. It arrived in horrible condition. The box was damaged, and the laptops left edge was resting on the inside left edge of the cardboard (meaning no packaging material was cusioning the unit during shipment). The screen also had horizontal line marks on it (which I feared were pressure marks but they rubbed out). Luckily there is no damage that I can tell. The screen does seem more wobbly though.

Oh, and did I mention?-- they didn't fix it this time either...

Also, my corporate customer service team call that was promised never came in. The only call I received was an unrelated call from a tech support supervisor to get my CSO number.

I'm losing my faith in ever getting this laptop fixed, much less replaced. Each time it goes in, on their tracking system, it says the failure is "noisy". But no matter how much I try to clarify with tech support that the noise isn't a problem- it's the VGA out degradation that I want fixed- they don't seem to get it.

I'd imagine they are replacing my fans over and over and over (if anything), while not coming close to fixing the real problem. I'm just going to have to send it in yet again and use lemon law to get what I want. It's sad that I have to resort to this much trouble to get a working notebook.

At least I can still use it as a laptop. But this $100+ docking station and $200+ LCD is pretty much useless when I'm running on power saver mode. And who wants a desktop replacement to be clocked at 800MHz all the time...?

I think I'm getting sick...

 

Ok- Update:

Since the corporate customer service escalation... blah blah wouldn't call me, I decided to call my case manager from before and I explained my situation. He said that he would forward my case to a financial advisor (???) who would contact me with a "certificate for a replacement unit". Once they call back I'm going to ask to get a different model, since I don't want a new system with the same problems...

Anyway, looks like all this frustration and stress is finally leading to a somewhat favorable outcome. I'll keep this thread updated.

 

Does anyone know what a "certificate for a replacement unit" is? I thought I would get a CTO unit as a replacement.

 

I stayed with a DV9000 series laptop. I wanted the 17inch screen. My upgrade was from an off the shelf model to a custom built machine.
DV9008nr to a DV9000z
More memory, faster cpu, and a NVidia 7600 256 meg dedicated graphics. Much better than the Intel 6150 integrated graphics.
I don't know if you could go to the DV9000t which uses the Intel processors if you original unit had the AMD processor like the DV9000z. I wouldn't hurt to ask though.

Jim

 

Kubel, so did the case manager did call you? the more I read this form the more I don't want to give them another chance. I actully fired out an e-mail to Mark Hurd already and got a reply that they are forwarding to someone.

Do they actully read what you write in the E-mail? I mention in the e-mail to mail me first before calling me, since I am not back in the US ( won't be back until next Friday morning).

Thanks for your updating dude... I do want to hear more of the story

 

Jim.. I had a Dv6000z and it was almost top of the line when I bought it, it was september of 2006 ( i think was around $1250~1300). If I do get a replacment, do you think they will really let me pick what ever model within this price range? I just went to hp.com and custom configer the spec I want (6500t and 2500t) both of them actully come close to that price range.

 

I read some ware that they would not go to the x5xx models. That was right before they came out with them though. I would think that now that the x5xx models are out, they would go that way because the cost is close to what you spent already. Just my opinion though. I don't have any inside info...

Jim

 

i have not received a call yet, and my laptop now has the famous 'buzzing' sound as well as a 'zzzing' sound! i am pissed! i sent another email to mark hurd and hopefully they will get back to me. this replacement notebook absolutely sucks!

 

your replacement has problem? was it brand new? Damn... there wasn't that many problems from the previous DV5000 and DV1000 ( i know DV4000 have some problems)... Seriously wonding the quality since they all move the factory to china now. I should have keep my old DV5000z (made in malay). It was quiet, cooling was good, and stable.

 

my replacement was a CTO brand new from china. its HORRIBLE!

 

what model is the replacement?

 

I know, it's kind of complicated. Here's a quick order of events:

1) Emailed support (a few emails back and forth to diagnose the problem and try to fix it).

2) CSO was issued after all attempts failed.

3) Prepaid box arrived, and I mailed it in for repairs.

4) Came back unrepaired.

5) Emailed support and was promised a CSO number about 3 times. This is where they lost my unit (but I knew where it was at). Apparently they sent back my system before the repairs were complete on accident, and their tracking system thought they still had possession of the notebook. On my 3rd email requesting a second CSO, they finally checked their tracking system and thought I was joshing them. So they asked for the tracking number on the box.

6) Emailed Hurd explaining my situation and asking for a CSO number and if it wasn't repaired this second time, that I would get a replacement. I got an auto-email saying the issue was sent to the executive escalation team. I gave them my cell phone number, which is different than the number on tech supports records, because I didn't want to miss any calls.

7) Emailed support (since I still didn't get a CSO number) and asked for the issue to be elevated to a supervisor. I got a response saying the issue was sent to a supervisor.

8) I got a call from a case manager (not executive escalation team) on my home phone, and I got a CSO number immediately.

9) I got a prepaid box, and I mailed in for repairs the second time.

10) Came back unrepaired, again. Luckily this time it wasn't lost, but the packaging left much to be desired (see pics above), and I'm really surprised my notebook isn't damaged.

11) I called my case manager and explained the situation. He said the issue would be sent to some financial department or something like that, and that I would get a "certificate for a replacement unit". I didn't have the patience to ask what that meant or inquire as to the details since I'm not good at understanding people with strong accents, and it seemed like he was really busy. He apologized for any inconvenience, and the call ended. So I figured someone would contact me later. They haven't.

I still haven't received a call from the escalation team (the only call I received was from level 2 support, and it was my home phone, not my cell, so I know he wasn't with the escalation team). And I still haven't received any more details about this promised replacement. It is the weekend now, so I'm going to give them until Tuesday before I call my case manager again (if I don't get a call Monday).

I'm really hoping they don't send me some refurb unit that's identical to my current system because my laptop is hardly a month old and is in like-new condition. Plus I really don't want another unit with 6150 graphics (because I would hate to have the same problem all over again).

I'm really disappointed right now that the executive escalation team totally blew me off. Hopefully everything ends well...

 

Since the laptop is only 30 days old, you might want to contact your CC company and try to force a chargeback...stating that HP failed to honor their warranty obligations on this notebook and that it is already severely defective. That might get HP to listen to you.

 

Unfortunately, this is an off the shelf model- and I payed with cash.

 

I feel your pain kubel. Thanks to the guys in this forum, I am getting the replacement. Here is my case.

First repair service was very fast and I received my dv2000t in 2 days. But only the service was fast, there was no repair done.

Well for 2nd repair I have to call more than 20 times to talk to my Case Manager, couple of emails and 3 calls to corporate customer line. And the last mail I fired I wrote to my case manager "if I am not going to get the support in next few days than I will file a case for not honoring the Warranty".
I got the call next day from my case manager and got the service scheduled.

This time my notebook was returned with lots of new problems with original problem be the same, and they replaced my QDS screen with LPL without any reason. I have never complained for my screen. I waited couple of days for my case manager call because I was assured that I will get a call after the repair is done. Finally I have to call my case manager and he asked me to send in for 3rd repair for which I blasted and asked for the replacement that I was promised 2nd time. He asked me to fax the receipt of the notebook and told me that he is going to discuss the case and will call back in a day. I got the email from my case manager that usually they only replace the unit after 3rt attempt to repair is failed and they are making an exception in my case and going to replace the unit and he will mail me the configuration of the replacement in a day.

I was happy to get the replacement. He offered me the dv2000t system with couple of upgrades like ram 2gb( from 1 gb) and 160 gb hdd(from 80 gb) and did not wanted to give me dv2500t that I was interested in. Last Friday he even offered the upgrade for cpu T5300 (from T2300) which was welcome. but I asked my case manager that I had a 667 mhz cpu and T5300 has 533mhz fsb and dv2000t does not have 667mhz cpu now. At that point he agreed to give me dv2500t with minimum specs possible and I agreed to it.

So now I am waiting for my order to be placed by my case manager.

 

Can anybody comment on what is the process after Case Manager agrees for replacement. Am I going to get the tracking order number for the replacement.

 

Holy shxt!! you went through hell for this man....I am getting worried my situation... I got the reply e-mail from Mark Hurd e-mail like 3 days ago... so no other e-mail back about my request.

 

This is a hella good awesome replys and topic dude. I will post mine to share if I do get something...Pray for me guys...

 

I got an order number but was unable to track it on the web site because the case manager placed the order. My phone number would not work so I could not get anything. On the other hand, my case manager was wonderful. See called and gave me updates several times. She even called me about 2 weeks after I got my replacement to see if i was happy with the unit. I did go through hell in the beginning but HP stepped up and made good.

sundoggy
I hope you don't get the integrated graphics (6150). I truly believe that was causing all the problems on my original unit. Even after replacing the mainboard during the first attempt at repairing the system, the same symptoms came back and turned the system into a paper weight.
Good luck everyone that is having trouble. I my case it took the best part of 2 months to have it made right. It was worth the wait...

Jim

P.S. There is a lot of good info in this thread. I hope it helps a few people out.

 

I got the dedicated one the Geforce go 7200...however mine problem is total motherboard fauiler. I can't even get into BIOS...before was the clock problem...the clock won't be correct if battery or/and AC are not connect even the computer is shut down... Change the CMOS battery sitll the same...totally a faulty motherboard(i already forsee this coming)