HP In-Warranty Repair Woes

i had a dv2000t with a 1.83 C2d and they upgraded it to a dv2000t with a 2ghz C2D (also upgraded the HDD from 120gb to 160gb, and upgraded the video card from the intel to the nvidia)

my computer was fully loaded for the most part, so the upgrades wern't much

i also finally got a conformation email from HP today that they ahve received my email

 

STILL no phone calls, emails, or snail mail from HP.

 

i finally got a call today, but i had class in 5 minutes so i told the person that i will call him in 2 hrs. i just called the # he gave me, and he was out on lunch or on the other line, so i told him to give me a call back.

i now have ANOTHER issue with my dv2000t. the fan died out last night, it made a wierd sound and completley stopped running and my computer turned off completley 5 minutes later (im guessing due to overheating because i tried to turn it back on and it said hardware failure?). i put a regular personal fan under the laptop to cool it down and now it works somewhat fine until it heats up. the fan is still not working.

i am pissed.

 

You stated that you paid cash for the system and its only 30 days old - where did you purchase it? Most stores would be willing to work something out for you .

Also, something that few people know is that if HP will give you either a CSO or RMA number you can then bring the laptop to any Staples stores (or other HP Service Centers) where they can handle the repair for you. The stores have special numbers to call to get the management team (ill send you a PM with the phone number for hp).

Best of luck in your quest to get your laptop fixed.

 

It sounds like you are not having much luck. I'd keep calling HP, and keep calling, and calling, and calling. Until someone finally decides to call back.

Alternatively, you may want to contact Mr. Hurd and explain in a nice email all the problems that you have had and ask for his help it getting a working laptop from HP. Don't demand it or a replacement, just ask for his help...that tends to get people riled up to aid you a little quicker than yelling and demanding .

 

Another problem:

Not only did I get an off-the-shelf model, and pay with cash, but I also mailed in rebates on this system. Office Depot won't accept any returns that have missing proof-of-purchase labels.

When my case manager said I would get a certificate for replacement, I figured that was like authorization for replacement, meaning I would get a call from someone to configure the system with me like others have shared was their experience... But now that I think about it, I'm thinking it's possible I may get a snail-mail certificate for a replacement- like a HP coupon or something that I can use at a B&M store.

I'm going to wait for tomorrows mail. If I don't see anything from HP in the mail tomorrow, I will contact Roy, my case manager, and ask him what the status is on my replacement.

As far as my orignal Hurd email, I was really nice- but all I got from them was an automatic reply. I didn't demand a replacement, but I worded it like this: "If my notebook comes back from repair the second time and is unrepaired, I'm hoping HP will consider all of the stress and frustration of what I have experienced, and step up and replace my notebook with another model."

Maybe I'll give another go with Hurd and just ask them to contact me- but something tells me that's a dead end. It seems they only can accept so many people- and those people are extreme cases (like lost notebooks, receiving notebooks with missing or nonworking parts, being told a replacement part is on back-order and won't arrive for several weeks, etc...).

 

Yeah I actully post something about the built quailty on the new DVs... they only care about the look instead of what is built inside.... I will try to get my problem solve and probably won't get another Hp laptop in any neear future. Their tech services seems pretty bad too... always came back unrepaired... what kind of tech support is that?

 

Yeah, I probably won't get an HP again, Next I will get a MacBook Pro and install Vista Ultimate in it, I can buy it for $34 dollars at Purdue
I don't think that a whole lot of people have had problems with theirs MBPs

 

keep calling your case manager dude! get something out of it. This time ask them when you can get the replacement...

 

Don't forget that Ultimate is $34 for the upgrade version (so you have to install it twice as per a well documented 'hidden' install procedure that MS has no problems with people using)...they really cheaped out the students this time. Not to mention they raised the rest of the prices for all the software

I purchased Office 2007 before the prices raised...I got lucky.

Advice from me: Also purchase XP for $30, as that option won't be around forever and right now I personally prefer XP over Vista.

 

do you think we can file a complaint if they keep delaying this repair to the FTC (federal trade commission)? We have already started from the top and still got nothing... We got nothing to lose anymore, since most of you guys probably won't go back to Hp again since some of our replacemnets are still lemons. I am still out of country won't get back until Friday morning. I still didn't get any e-mail reponse after the the mark hurd e-mail said they will forward my case to someone else, it has been 4 days. I will call the tech support and request to talk to a case manager about my situation. I will probably give them a Maxium of 2~3 weeks to solve this.. if not I will for sure file a complaint.

 

I think you are entitled to a refund/exchange if they cannot fix it within 30 days, but I'm not 100% sure about that. It also may depend on country of origin, but I think the US is 30 days.

 

where can you find the site stating that? It might be useful in the future

 

I'll look for a reference, but I said I think.

 

Thanks dude anything that helps will be great

 

i cannot get to my bios either. After flashing my bios to f.26, my computer would not turn on. So i called hp, they sent me a box overnight... now im sending them my pc. Hope everything goes well.

 

one question, when i send in my notebook for repair.. do they delete everything on the harddrive?

 

depends..i would has 50/50 chance...

 

Update:

I called HP today since there was nothing in the mail. Unfortunately by the time I got around to it, they were closed and I got voicemail. I left something short and sweet like, "Last week I was told I would get a replacement notebook since my notebook came back twice from HP unrepaired- and I was just checking on the status of my replacement. Thank you", along with my contact info.

 

Here's what I've gone through tonight after noticing that a lid bumper had fallen out of my 2 month old tx1000 system:

Shen: Welcome to HP Total Care for Pavilion NoteBooks. My name is Shen. How may I assist you today?
Thomas xxx: Hello. I have a tx1115nr notebook. One of the lid bumpers (top) has fallen out, and I can't find it.
Thomas xxx: It was purchased from Best Buy only a few months ago.
Thomas xxx: The round rubber bumpers on each corner of the lid. I would need replacements and instructions for replacing, please.
Thomas xxx: Are you there?
Shen: Thomas, I am with you.
Thomas xxx: Is there anything you can do about this?
Shen: I understand that one of the lid bumpers of of your notebook has fallen out. Let me assist you in this regard.
Shen: May I have the Serial, Product and Model number of the notebook?
Thomas xxx: Thanks.
Shen: You are welcome.
Thomas xxx: HP Pavilion tx1115nr Entertainment Notebook PC
Thomas xxx: I don't have the serial number handy
Shen: May I know whether you have the notebook with you now?
Thomas xxx: Yes, I'm using it now.
Shen: The Product and Serial Number of the notebook can be found on a white sticker underneath the notebook as p/n: and s/n:.
Thomas xxx: Alright, just a second ... this is going to be VERY difficult while I'm using it.
Thomas xxx: Here we go ...
Thomas xxx: serial number xxxxxxxxxxxx
Thomas xxx: product ID HP Pavilion tx1000
Thomas xxx: p/n xxxxxxxxxxxxxxx
Shen: Thank you for the information.
Thomas xxx: you're welcome
Shen: Thomas, I regret to inform that the rubber bumpers of the lid are not available in the HP stores.
Thomas xxx: What should I do?
Thomas xxx: This is inexcusable that a part would just fall off after 2 months. Can't the parts or warranty center just send me the part & instructions?
Thomas xxx: Shen, are you there?
Shen: To isoalte the issue I recommend to contact the local HP authorized service centers like Radio Shack, COmpUSA and Best Buy.
Thomas xxx: Wait a second ... what can THEY do?
Thomas xxx: I'm not taking it in for repair at an outside center ... they'll just mail it to HP and I'll be without my computer for weeks over a 5 cent part, not to mention the shipping.
Thomas xxx: Besides, my warranty is through HP ... I didn't buy an extended warranty.
Thomas xxx: I would like to speak with a supervisor, please.
Thomas xxx: Hello?
Shen: xxx.
Thomas xxx: Thank you.
Shen: As the notebook is under warranty shall I set up a free mail in repair service for your notebook?
Thomas xxx: No, I just need the part. PLEASE just have the warranty center send the part.
Thomas xxx: Mailing in my computer is completely unnecessary. It's just a little rubber bumper that fits into a hole. It likely wasn't glued properly is all.
Thomas xxx: Can't you just set up a warranty parts claim?
Shen: Let me explain this.
Thomas xxx: ok ...
Thomas xxx: ?
Thomas xxx: Are you still there?
Shen: As the rubber bumper fo the lid is not available in the HP stores to send individually I recommend to send the notebook to us.
Thomas xxx: You've already said that. And I said that I'm not going to mail in my computer, risk it's safety and be without it for several weeks over a small part that any other manufacturer would send after a two minute chat.
Thomas xxx: Am I to understand that this is the only option that HP is going to offer me for this problem?
Thomas xxx: Can you please answer my question?
Thomas xxx: I'm going to have to take your silence as a "yes" to my question, if you don't answer.
Shen: It would have been fine if we had that part, however as the part is not available I recommend to send the notebook to us ar contact local HP authorized service center.
Thomas xxx: Well, thank you. This was a very well spent 35 minutes.

 

everyone after 4 days from the Mark Hurd fowarding reply, I finally receive an e-mail from a case manager. I am going to give her a call when I get back home right the way. Wish me good luck guys. Also I have made a poll called "has hp gone sour?" please go vote if you have the time. Thanks

 

Offbase,

Arguing with HP support probably won't help you much. The rep tried explaining the situation. They didn't have the part in stock from the location where they normally send out individual parts from, but the part was in stock at their repair facility, which is why the rep suggested you mail it in.

What you should do is just agree to send the notebook in for repairs. Turnaround from the point they issue a mail-in service is typically no more than 4 days since there are 3 overnight deliveries (all covered by HP).

Oh- and don't bother with HP live support. Stick with email. They generally respond to messages in 30 minutes or less (in my experience).

Good luck!

On my situation: Hopefully I will get a call from my case manager tomorrow and I can clear up this whole situation. It seems the only way to get things done is to keep on them about it. I'll update this thread once I get the call tomorrow.

 

Good luck to you to everyone! Amen

 

Well, I just tried to call my case manager twice today, and once yesterday...

Yesterday, I managed to leave a message along with my contact info, asking what the status was on my replacement.

Today, I call, punch in my case managers extention, press 1 for Engrish, am told to wait while I'm connected. I listen to some kind classical-music-on-speed for a few minutes (it's like they are psychologically preparing me to be rushed), then I hear ringing. After a few minutes of ringing with no answer, I get this really annoying alarm noise. Then everything goes silent, and I'm cut off.

I tried again a few minutes later with the same result.

What do I do now!? This is beyond frustrating. I'm now reaching a point of complete disgust. If you don't answer your phone, at least enable voice mail- or put me through to someone else.

 

Do any of you that received a replacement remember the number and extension to your case manager?

Right now, I'm trying to call Roy at 1-877-917-4380 ext 19 and all I get is an alarm noise. He also doesn't return his voice mails.

 

I finally got in touch wit my case manager, and new guy is a moron. He told me the fan turning off is normal, and I said no its not...because my fan turned off for like 2 days and the overheating would cause my laptop to turn off by itself. then he said oh, in that case yeah tahts not suppose to happen. he said i have to send in my laptop, and i should be getting a box in on monday. i doubt they will be able to fix the fan issue, because its on and off...and i told him to see whats up w/ my mic (it doesnt work properly).

kubel, i dont like my current case manager ...but i do have his extension #. its 94 w/ the same number u have (option 1 after this). his name is clint.

my previous case manager was camron, and he was awesome...but me being a newbie at this ....i didnt get his extension # so i have no way of reaching him with my new issues on my REPLACEMENT! grrr..

-----------

as for people who had their laptop returned to them downgraded or not fixed....were u guys able to get a replacement?

 

Bad news from me. My case manager Caroline...totally hold back for a possbile replacment or even free upgrades. She said " we will fix it this time, since the whole motherboard is going to be replaced..." I even ask for possbile upgrades.. she said " you can purches it(ram) if you back with no problems. It is a dead end here either ppl. I am done with hp after this notebook. Maybe I was being too nice... If they seriously don't fix it this time I am going to yell at her.

 

Thanks for the encouragement, guys. I did hear back by email, and they want it sent in. They also will not waive the requirement that they restore the hard drive to its original state even though it is an issue with the outer case. That being the case, I guess I'm just going to have to live with it, although I'll call Geek Squad and ask them if they can take the computer, order the part, give it back to me and then do the repair when the part comes in. As I'm now past my initial anger over this, I think it's best to just let it go, and not do business with HP anymore. I think its a shame though, because I've had so many HP's that I've loved over the past 3 years. I really think they should get over the current obsession with building computers that look nice rather than being BUILT well. I think that's how they took away a big part of Dell's market share, and they're now taking a wrong turn in their marketing strategy.

Anyway, good luck to the two of you with your problems, and I do hope they get resolved to your satisfaction.

 

Try ext 09 instead of 19 mine was 1-877-917-4380 ext 09
Good luck

Jim

 

At least you all are getting responses from HP. I'm getting nothing. I can't contact my case manager, and the Hurd emails are being ignored.

 

I went through all that with the case managers. I sent my V4000T in with an overheating issue, they replaced the motherboard and the power adapter. Actually turnaround was good - 5 days or so and it was back to me. Unfortunately they sent the wrong adapter somehow. Aside from no customer service people being able to send me a new one, and having it have to be elevated to a case manager which added a few days without a laptop I was still ok with that. That guy sent the exact same part again( he didn't want to know what one they had sent), and then not calling me back for a week (his voicemail was full for the first 3 days). He sent another wrong one. I tried to just buy one (they also sent the wrong one). Finally I bought the correct one. One month later they finally sent me the correct one under warranty and I returned the one I paid for.

Less than 6 months later and it has to go back again - same issue only even worse this time, I understand you can get bad computers( I think this has a design flaw) what really is driving me away from HP is the total lack of good customer service, thats the reason to buy from the big guys, but HP has totally failed me in this regard

 

Guys if you have not vote on this thread, please do I think Hp has gave me a dead end if this time is not fixed... I might file a complaints to FTC also fire another e-mail to mark Hurd about this **** and show this survey of our own to him...customer satisfiction is 50/50 is pretty low I think. I am thinking to try out on the dell forum see what dell users have to say. http://forum.notebookreview.com/showthread.php?t=132733 here is the link

 

Guys i just made a thread for dell survey. I am really looking forward for this.. and I know dell is coming out new design.

 

Well, it's Saturday night... another weekend has passed, and no response from HP all week. I've left numerous voice mails during their off hours--- during their open hours all I get is a few rings, and then an alarm, and then I'm disconnected. I had a friend in MO give them a call just so I could see if they added me to some incoming call blacklist, or if it was my phone or something... but he got the same alarm noise.

If they want to play the ignore game, we'll see who wins. I'm about to call their case manager number and start with extention 01 and make my way up, leaving a message at every single case manager voice mail box until I get a response. I've been completely polite and courteous with them so far, so I have no idea why they would be going to this extreme to ignore me. Either they really are ignoring me, or they have things so poorly organized down there that they are incapable of returning a phone call.

I've reached what looks like a complete dead end. Maybe I can go back to level 1 email tech support and just keep sending my notebook in for repairs. Those pre-paid FedEx Overnight Express boxes with packaging material can't be cheap. Thats 3 shipments per repair. I'm guessing Overnight Express with packaging material is at least $20 each way. That's $60 per repair. So far, I've been through 2 repair services. That's $120 in shipping alone for services that did nothing but waste both our time and money.

Eventually someone will get tired of footing the bill...

 

I think it is time to file a complaint for their voliation of warranty.

 

Well... it's Monday. I didn't get a call from my case manager today, and I didn't get anything via email or in my snail-mail box. I tried calling my case manager again to day and was actually put on extended hold- so I thought I would actually reach somebody... nope. After being on hold listening to music for 12 minutes, I got disconnected...

Right now I'm calling again... on hold again...

Tried. All I get is forwarded to another automated operator who then asks for a 4 digit number.

 

Success! I think...

Sounds like there was something wrong with his phone system. He said he would email me. I haven't received one yet, but I'm hoping he gets in touch with me either today or tomorrow.

 

Tomorrow is now today, and still no email. I'm getting tired of being told something that doesn't happen. And now I'm trying to call to get in touch with him again, and all I get is put on hold for about 3 minutes, and then I get an alarm noise, and then am disconnected...

 

Ok, finally got through. I called 4 times and got disconnected. After that I contacted level 1 email support and told them their phones weren't working and that I wanted them to deliver a message to my case manager.

After that I decided to give the phone another try- AND IT WORKED! I didn't get through to my case manager, but another person there who was helping him take calls. They wouldn't give me his email address, but instead, took mine and said I would get an email shortly. I'm probably getting my hopes up for nothing...

 

At this point I think it would be perfectly valid to ask them 'what are you actually going to do to fix this?', 'what assurances can you give me you will actually do what you say you will do this time', and 'can you explain to me why I have received sub-par service and why I still have a broken laptop?'

 

i received my box yesterday, and sent my laptop in yesterday...and they have received it today. lets see what they do.

 

It's just after 6:45PM EST, and I'm pretty sure their call center is closed now. I still haven't received an email as promised...

Yeah, looks like I'll have to be more direct next time I manage to get through to a human being on their case manager line, instead of accepting their promises that they will get in touch. I tried specifically asking to get his email address, but I guess they have this "don't call us, we'll call you" protocol. This other guy I spoke to wouldn't give it up. I also got a response from email tech support, and they wouldn't give it up either. But they forwarded my message.

I wish there was someone at HP that would take just 5 minutes of their time to actually sit down, review my case, and work with me to resolve this issue. That's all it would take- 5 minutes...

 

Dude this is sad man... it has been about 2 weeks you haven't talk to a case manager about your case?

 

I've talked to him thrice. My last call I was told that we would talk about my replacement via email, but I never got an email on Monday. So I called today to double check and see if he forgot or misplaced my email address or something. I got his assistant, who took my email address and told me I would get an email from him. Well... today passed... no email. I've got to work all day tomorrow, but something tells me that when I get home, the only thing from HP that will be in my inbox is APP spam.

 

I got home from work and read the email that HP didn't send me. I'm getting sick of this.

 

Call that guy back and inform him you will be contacting the BBB early next week. Also inform him that you will actually do what you say you will, unlike they are (not) doing.

Usually, once the BBB gets involved HP does listen...from what I've read.

 

ROFL. I was on hold for quite a bit... and then got disconnected right after an associate told me I would speak with my case manager in just a few moments (he told me that every 20 minutes).

Here's a pic I took after being disconnected... yes... that says 69 minutes, 32 seconds. That includes the few seconds it took to dial the number, enter 19 (case managers extension), and enter 1 (for Engrish)... So I waited an hour on hold to get disconnected.

 

Ok, after another 20 minutes on hold immediately after I got disconnected, I finally got through to someone else who said Roy was not even in the office...

I asked to speak with another case manager about the issue, and the guy I was speaking to was a case manager, so I asked for his help. He looked over the case records, and he said that according to what he was reading, I would be sent a replacement and... and then he stopped. So I say something like, yes, that's what he said- and it hasn't happened yet.

Then he went silent again, and then said that he could only access the first half of the case records and that he couldn't access any more. At that point, I specifically requested that all case records be sent from Roy to another case manager, "maybe you" (he seemed like a nice guy), and then he said that couldn't happen, and I would have to speak to Roy.

So he said Roy would contact me today when he gets back or "no later than tomorrow morning". I'm not holding my breath.

So one hour and twenty minutes on hold, and I have nothing but another promise that I would be contacted. I would really like Hurd, the CEO of HP, to be in my place right now, and go through what I have gone through already.

 

I feel badly about the problems you are having. My dealing with HP was exactly opposite of yours. I don't know what else to suggest except contacting your state Better Business Bureau. Maybe a little pressure from above might shake things up. I also would now try for a complete refund. That might not work but it may get the upgraded model that I believe you deserve. Best of luck. I'm pulling for you.

Jim

 

"No later than tomorrow morning" was another lie. It's now almost 1:00PM EST and I still have not received a call from my case manager.

I'll give him a call in a few minutes. If I'm disconnected or pushed off again, I'll print up a nice complaint letter detailing my hellish experience thus far and hope the right person reads it.