HP In-Warranty Repair Woes

Ok, I just got off the phone with another case manager. He said my replacement was shipped, but he couldn't provide me with a tracking number or the model information. I told him that I would prefer to avoid the same model, since I felt that series was a lemon, and I would hate to get the same problem all over again. He told me I would have to speak with Roy.

 

Oh, wow. I got an unexpected call from California immediately after I hung up. Ellen from corporate HQ wanted to know how things were going. I told her exactly what I was told just seconds earlier (along with a brief description of my experiences over the past week), and she said that from what she could see, no replacement was even requested/budgeted. I told her I didn't get any information on a tracking number or model number or anything. She said if I didn't get a call from my case manager today, that I should call her Monday at her number.

She was very polite, and she sounded like she really wanted to help! I SEE LIGHT AT THE END OF THE TUNNEL. I can't believe I'm going to say this, but it looks like HP is going to step up and do the right thing. If they do, they will not regret it! I'll keep this thread updated! ::crosses fingers::

 

What department is she from again? Mind you share her phone #? in case my case went sour too. Thanks

 

Glad to hear that someone of importance has a grip on your problem. Keeping my "fingers crossed" for you.

Jim

 

Ok, another update:

My case manager, Roy, never called me nor emailed me (as expected). So on Monday, it looks like I'll be speaking with Ellen. I'm really hoping this situation gets resolved Monday.

I'll keep this thread updated.

 

Can you share ellen's #?

 

Eventually, someone will contact you from corporate if you contact Hurd. It can take a few days, or a few weeks. I'd prefer not to post her contact info publicly until after everything is worked out. She said she was reachable 24/7 at the number she gave, so unless she eats, sleeps, and lives in the office- it's quite possible that the number she gave me is a forward to her company cell phone. I don't want her to get blasted with 100 calls and possibly ruin my chances of seeing any favorable outcome.

 

I called today and had to leave a message. I was used to saying my phone number with a 1 in front of my area code since previously, all my calls were going overseas. I said my number with a 1, and the guy taking my message got confused.

I'll be gone all day tomorrow, and today I'll be gone until later in the evening- so hopefully we can get in touch. I left my email address too just in case. I was hoping to get this resolved today, but looks like it's going to get pushed back to Wednesday. I really need a laptop for next week, but it doesn't look like that's going to happen. Oh well...

 

No calls back from HP yet. I have a feeling she is off for this week (understandable since it's a holiday).

 

I just got a call from HP (sounded like from India), another case manager took over my case. He said I would receive an email tomorrow with the specifications for a replacement notebook, and then if I agree with the specifications, I write back and say so, and I get my notebook.

I haven't received a call back from my corporate contact (but I think that's because it's so close to the 4th). But at this point, I really don't care who helps me, as long as I get a reasonable working laptop. I just hope they don't lowball me with the same system.

I'll keep this thread updated, but I think things should work out smoothly from here onward.

 

What do you have in mind for replacement?

 

I got the following offer from my case manager as a replacement:

It's a reasonable upgrade, but I dread plugging this system in and facing the same problems because of a design flaw. I'm going to see if I can possibly get a low-end TX1000Z. I will probably be more mobile with it, so if it is plagued with the static curse, at least it won't be as large of an impact.

 

what? what did you have before? they only giving you 1g of RAM?

 

kubel - that offer looks liek crap. refuse it and upgrade it more. and yes, what did u have before?

------------

like i said i shipped my laptop in on the 26th, and they said it will be back to me by the 6th of july. i checked yesterday and it has been pushed to the 17th!!! so much for my case managers naggin about how it will be back to me within 1-5 business days. thats a load of bullsh!t!! this is the SECOND time i am gettin my laptop back in a DELAY!!

i got an email from HP and they told me this

im not playing these cute waiting games, AGAIN! im gonna call my case manager sometime next week and tell him that he told me 1-5 business days and he clearly assured me it will be back. i told him no i dont want his word, because last time i ended up waiting 5 weeks. so now, i will have more leverage for my arguement because of the 3 week delay (possibly more) they are telling me. im gonna demand a replacement now!

i also got another email from them stating

out of the 6 months i have had this laptop, about 2 months was in HP's hands. what a load of bull.

 

I would refuse that offer just because of the Go 6150. I believe there is a problem with that design.
That was the whole problem with my first unit. Even after replacing the mainboard, I still ended up with the same problems. I now have the dedicated graphics Go 7600 and have no problems since. Stay away from the integrated graphics (Go6150) if at all possible. I'm sure there are many people on this forum that have no problems with the Go 6150 but I personally had 2 different boards with Go 6150 graphics and had major problems with both. Good luck

Jim

 

My current system is in my signature. Basically, he selected all the free and cheap upgrades, like a bumped up processor (+$30.00), bluetooth (+$25.00), webcam (+$0.00), 1GB ram (+$0.00), windows vista premium (+$0.00), lightscribe (+$25.00). Altogether, that's $80.00 in upgrades... and the configuration price is $679.99. I payed $763.19 cash for my system at Office Depot.

Things like ram, vista premium, lightscribe- I could care less about. I may be getting over $80 worth of upgrades, but even considering the cost of those upgrades, the unit HP is offering is still over $83 cheaper than my current one. I would rather have a refund!

 

I sent it my laptop 6/25 and it is still not back yet... I am thinking I will get the same problem as it won't come back any soon. I am going to go hard on who ever I talk to now. No more Mr. nice guy, I am tired of this crap. By the way Kubel can you get refunds? because what they offer you really sucked.

 

kubel, i recommend getting as many upgrades as you get. dont settle for minimum. this is the only way they will start fixing their support and such if they have to incur such loses to retain customers.

 

Yes you can get a refund. My case manager offered me but with depreciation, mine was almost 10 months old. I was interested in getting the system so I didn't asked for the refund.

 

how much depreciation? dude... I got mine for 1300 back in September 2006 now is like 900.... don't tell me they are just going to refund me 900.

 

You do the deprecation method, and I'm sure that HP will eat you alive there. You are much better off fighting for a new system (they will usually upgrade a few specs for you too), and the selling it new if you are so inclined to just get rid of it. You'll lose some $$$, but it won't be as much as a deprecated refund from HP. You can always ask HP 'how much' to be safe though...

 

If my only other option is a depreciated refund, I won't be a happy camper. My system has not worked right from day one. It's not right to depreciate an item that never worked correctly in the first place.

I emailed him (?) back on the 3rd. I'm not sure exactly who I was emailing, because they didn't leave their name or anything in their signature- just that this person was an "HP Quality Case Manager". Here's my response:

If they say no, I still have the number to my contact in California. She hasn't responded to my message I left her on the 2nd, but I think that's because she has this week off. If she says no, I'll just accept the proposed unit, but request an upgrade to dedicated graphics, and sell it, and then take my business elsewhere.

I just don't want to get an identical model to the one I have now, because I think the motherboard on this model sucks. The screen static and capacitor resonating occurs simultaneously. I know resonating is common to all DV6000Z's, so I fear static, since it's tied to the resonating, is as well.

Even though it has the same 6150 graphics, I haven't heard of any reports of resonating from the TX1000- so I'm thinking the static won't be a problem on that model. It would also be very convenient to have an ultra portable. So those are the two reasons why I don't want the one I was offered.

Hopefully I will get a response from either India or California tomorrow (preferably California). I'll keep this thread updated.

 

I will demand something come close to the price that I bought. I am not goint to be a Mr. Nice guy anymore... doesn't work for me.

 

I am having the same troubles that many of you are. I bought a Pavilion dv2000 series from Circuit City in April. The first one was DOA and CC replaced it same day. The second one died on me last weekend - first the network connection got really flaky when all the other machines in the house were fine, then it started getting "sticky", then freezing for hours and then it finally just died, wouldn't boot. Went to the online tech service (easier for me than trying to decipher an accent) and she concluded it was hardware - uh, yeah, seems pretty likely. Have to mail it in, yadda yadda. She sold me on the 2 year warranty with accidental damage protection - I have 2 young kids, stuff happens. That warranty also include "Express Service" so yay, I should have my machine back in 3 business days - good because I have a big project that I have to finish before July 11 and my old Dell doesn't even have a dvd burner much less the memory to handle it. Box arrived late Tuesday, too late for a pickup so shipped Wednesday. Arrived Thursday and I got the update it will be returned to me on July 9 - even with the holiday June 28-July9 is WAY more than 3 business days. Since then I have been in a nightmare of lies lies and more lies. First service rep told me there is no 3 day guarantee - had to go back and quote the terms of service. Finally got a case manager who never called me, found out case managers don't work weekends (after being told Friday evening that one would call w/in24-48 hours). Once you get a case manager nobody else in the company will touch your case, so I am now at the mercy of Laura. If I push hard enough she calls over to tech support to get an update, but nothing else. Monday she says it needs a new motherboard, memory and hard drive and the hard drive had to be ordered. They don't stock these things?! HD was due to arrive Monday, hopefully computer would be fixed and ship on Monday - that would just barely meet the guaranteed timeline. Never happened. Called Tuesday morning "they are doing the best they can" called Tuesday afternoon - no return call. Holiday Wednesday so nobody in. Called Thursday AM, no return, called later Thursday AM, she just talked to tech support - the HD arrived Monday but nothing has been done - that is doing the best they can?!? I had sent an e-mail to Mark Hurd on Saturday, Monday I got the automated response, forwarded to the executive whatever team. Tried calling them directly today - nope, I have a case manager so they won't talk to me. Case manager isn't getting anything done? too bad.

So, I have had 2 computers die on me in 3 months, bought an extended warranty (for $250!) that has not been honored and I sit here on my old Dell. I didn't think anything could be worse than Dell's customer service, oh how wrong I was! They are shining stars compared to this. Their service sucked but at least they didn't sell bogus warranties pretending you would get good service if you bought it.

I submitted a complaint to the better business bureau today. Maybe HP will talk to them.

 

Write a certified letter to Mark Hurd or another corporate higher-up. If you get the attention from someone in the US, you will get contacted by someone in the US, and they will check up on you and give you a contact number. In the end, they want you to be satisfied. But it will take time, and a lot of frustration.

Just try to not let their lack of concern bother you. Just keep nagging them, play their ignore game, and eventually there will be a somewhat favorable outcome.

Good luck!

 

Just an update:

Another day has just about passed, and no response to my request for a TX1000 (I made on July 3rd). If I don't get a response by tomorrow afternoon, I'll just try calling my California contact and let them know that I'm being ignored again...

 

man am i pissed.

i just got off the phone with my case manager Clint. this guy sucks! he told me is willing to offer a replacement right now for my laptop since it will be in service for 3 weeks. he said he will not upgrade anything (besides going from a dv2000 to a dv2500). all i asked was for a fingerprint reader and wireless N upgrade and he said NO! what kind of sh!t is this! stay away from this guy, he doesnt try to satisfy the customer at all.

[end rant]

im gonna go and call hp executive customer relations and complain about this guy. i made my case and justification for the upgrades since this is my SECOND time sending in my laptop with an excessive waiting period, and even offered to pay for the upgrades but he said he has no way of receiving funds. i am very unsatisified. i told him to keep his offer onthe table for now, and i will give him a call back later today (probably after gettin in touch with hp exec)

 

Hey guess what guys! I was calling my case manager today to complaint about the delay repair of my laptop. However, my original case manager wasn't in the office today, and someone nicer took over! She looked at my case and just said "You have 2 option, one to wait for the repair second I get you a new one." Then I said something about what the old case manager told me.... she totally ignored what I said then she suggest me to take a new computer. Then again I ask her what is my limitation one my new computer... then basicly she told me to shut up and listen ( not literally). She said the replacement is not negotiable, then I was like "hum and the F word went through in my head", but then she ask me to go to the hp website to show me what she select for my replacement. And here it is!
DV6000z
– FREE Upgrade from Genuine Windows Vista Home Basic (32-bit) to Genuine Windows Vista Home Premium!
– AMD Turion(TM) 64 X2 Dual-Core Mobile Technology TL-60 (2.0 GHz, 512KB+512KB L2 Cache )
– 15.4" WXGA High-Definition HP BrightView Widescreen Display (1280 x 800)
– 2GB DDR2 System Memory (2 Dimm)
– 256MB NVIDIA(R) GeForce(R) Go 7200
– FREE Upgrade to HP Imprint Finish + Webcam + Microphone
– 802.11a/b/g/n (draft 802.11n) WLAN and Bluetooth
– 160GB 5400RPM SATA Hard Drive
– LightScribe SuperMulti 8X DVD+/-RW with Double Layer Support
– No TV Tuner w/remote control
– High Capacity 6 Cell Lithium Ion Battery
– System Recovery DVD with Genuine Windows Vista Home Premium (32-bit)
– Microsoft(R) Works 8.0
– HP Home & Home Office Store in-box envelope

I used to have a 1.8ghz AMD CPU, 1GB Ram, 120 GB HD, Super Muti 8X ( no lightscribe), wireless 802.11b/g, a case without a webcam and a normal 6 cell battery( high capacity is different than normal).

although sticking with the same model...that is a lot of upgrade right there.

All the time in the phone, she basicly ask me to be quiet for her to finish her stuff then she will give me a chance to ask questions.... It was a werid experience, but a good one.

You know, Hp is probably not making some good quality laptop these days as I felt for the dv5000s model, and I start hearding problems coming out from the New 6500t; however, if Hp has more of this kind of service case manager. Hp will be saved!
I really hope I won't get another Lemon!

 

thats good to hear sundoggy! what was the name of your case manager...and how did you get in touch with her? i really want someone else besides my current guy, Clint. he is very stubborn and is on the verge of losing a loyal 10 year old HP customer!

 

Dude...how do you guys get hold of a case manager? I called twice and always got voice message.

 

well I was lucky to get her because my case manager is not in today. Usually they don't switch. They only switch when your case manager is not in and whoever answer your phone will be your new case manager, you can't pick. Also it is when the repair does not return after 15 days they offer the replacment.
At first she told me i can't pick what I want, and I was like "fuxk I am doomed again". Here is the tricky part... the case manager will pick the new replacement for you... first she ask me what I used to have then while we are going through the spec, she is generous enough to give me bunch of upgrade. Well I didn't get to pick what I want ( I was thinking to change to 6500T if possbile), but end up still sticking with the same dv6000z, but the upgrade is actully pretty pleasing ( I didn't want the Webcam she offer me, but she still said sorry not negotiable). However, she told me the new comp probably won't arrive after 2 weeks, which is no big deal for me anymore.. if this new laptop i got won't go sour again!!! I will pray for it God!

 

Well, no emails or phone calls from HP. I've lost count of the number of times they have failed to return my calls or emails.

 

Ahh nice! I hope my case manager gets cancer or soemthing and is out. I will leave a very bad survey for him. He is horrible, and not very understanding and wants things his way. Since when does company policy revolve around the person and not the customer?

Btw, did you call his extension and that lady picked up or what?

 

I've noticed the name "Roy" mentioned a lot in this thread.

I'm just wondering if it's the infamous "Roy Herrera" that was my case manager.

If it is, I wonder how that guy still has a job. If I had an employee like him he would have been fired YEARS ago and a claim filed to deny unemployment benefits.

 

Ok, another update (I wonder how long this thread will continue before this issue is resolved )...

I re-replied to the email I was sent (offering me a replacement upgraded DV6000Z). I didn't get a response again (except for the generic auto-reply).

On Monday, I was told that my case was forwarded to another manager, who took over my case, but I didn't catch his name. So I decided to give my case manager a try. To my expectation, I was placed on hold for about 10 minutes. Then the phone rang. It rang... and it rang... and then instead of hearing someones voice saying "Hello, this is case manager so-and-so, how can I help you", I received the notorious HP alarm, and was disconnected.

Instead of giving their horrible phone system another try, I decided to call my contact in California. So I called the corporate number, and a helpful guy named "Scott" picked up. He took my case number and researched my never-ending case records. He explained that I was offered a replacement, and I explained that I didn't want a DV6000 as a replacement. So he updated my case record and forwarded me to another case manager in India. I didn't catch his name either since his accent was so strong.

He updated my case records too, and said Roy was not available. Ugh... Roy was supposed to be replaced! He insisted that Roy was my case manager, and that he would be unavailable until Monday. He said that he sent him an email, and I would either get a phone call or an email on Monday, so I could go over the specs of my replacement. Yeah. I've heard that promise countless times in the past. Out of all the times I was promised that Roy would contact me, he only came through once. And that was the first time I contacted him, when I was trying to get a second repair return CSO number.

So now... I wait... another week...

 

Sundoggy, did your case manager give you an order number or track number? Mine gave me the specs but no number to track the status. Weird.

 

She told me give it a 14 business days to build, so probably no tracking until then. It might come earlier than expected, she called me to call her for tracking # after 14 business day.

 

Yes, she picked up and I ask for my old case manager and she told me she is not in today and she will take over my case.

 

Kubel you know what call your case manager again and if that Roy guy is still not in just tell the person that answer that Roy never reply you for a long time and you request to change a manager. If they won't change it for you then ask for that person's name and tell the person that you are going to fire a mark hurd e-mail complaint about this situation.
Just bust all their names out... then I am pretty sure they you change it for you. NO MORE MR. NICE GUY DUDE!!!.... I seriously got lucky... I was still shock the phone coversation she totally won't let me talk... I was going like ... yes yes...that's right. And it actully turn out great.... I really hope I don't get another lemon again.

 

When my system was replaced, they did give me an order number but because the order was places by them I was unable to get into the tracking system. It asks for a phone number when you try to track the progress however it didn't recognize my phone number so it would not let me track. My case manager however called me several time with progress updates.

Jim

 

I wish my case manager was that helpful. I think I'm just stuck with a horrible case manager, and because of that, my experience has been so horrible. On Monday when Roy doesn't call (I already know he won't), I'll call corporate and ask for a different case manager.

 

kubel

Did you get my IM?

 

You shot yourself in the foot by making a bad situation worse. It didn't need to be this complicated. Everybody likes things when it's easy, you are making it difficult for HP to deal with and in return, they make it hard for you.

 

HP is the one that has failed to repair my unit twice, lost my unit the first time it was sent in for repairs, failed to properly package my laptop the second time, failing to return all of my calls, promising to call me back but not, failing to reply to emails, disconnected me after 60+ minutes on hold, left the office during hours when they knew I've been waiting on hold to talk to him for over 80 minutes, lieing and telling me a replacement was sent out when it wasn't even configured, etc... I'm not sure how I can make things more complicated than HP has already made them.

By requesting a different model? It's a known fact that most DV6000Z's have resonating, and that resonating causes external monitor static on my unit. My notebook has been "repaired" twice already, but still hasn't really been fixed- so that tells me that they can't fix the problem (I'm sure they already have tried replacing the motherboard), that's why they are offering a replacement. I'm hoping to avoid a repeat of all the hell I've been through for the past 2 months by requesting the only consumer AMD model that I know of that doesn't have any reports of resonating. No resonating = no external monitor problems.

I'm willing to put up with another two weeks of total hell so I can get a system that ultimately will guarantee me that I will avoid another two months of it. If I get another DV6000Z and it has the same problems, I'm going to have to put up with this all over again.

 

You bought a DV6000, they are going to replace it with another DV6000, what's wrong with that? Now if you have bought another model and they offer a DV6000 then you can have this argument. Otherwise, it's just whinning.

 

What I don't get is why the replacement machine being offered has only 1GB RAM. Reading through the thread, I didn't see any mention of an after-purchase upgrade. Didn't the original (in your sig) come with 2GB?

 

I think what he meant is he want to go change from a "Z" to a "T" model!. and Kubel I don't think you are NOT aggressive enough on this. Call them several times a day.. call the status check service or tech support what you said in the phone are all recorded, fire 2 more mark hurd e-mail if you need to. Between your work or even at night! That is how I did it and when they check my file, they even know how many times I called that day. E-mail... is not going to work at this point anymore. So yes seriously stop whining and get to work. And seriously what is your spec on your Broken Dv6000z? How can they just offer you a standard about $500 worth model? you must have something even lower than that.

If I were you waiting on the phone more than 10 min no one answering, I would have hang up and recall until someone is willing to work with you. How can you wait on the phone for 60 or 80 mins? Don't get me wrong you are just wasting your time. This case manager does work, tell the person whoever answer you request a change or you will fire a mark hurd e-mail about this sucker.

I want to see your update on how you are getting your replacement, not how you are CAN'T even get to talk to them. And I think changing to a "T" model is probably not going to work... unless the replacement is the same situation then you probably can bargin for a "T" model.

I also got no choice got stuck with the same model,Dv6000z, but the upgrades were good! if it really die on me again, that proof the model is defective. I will call the same case manager ask for a model change then that will be a more reasonal bargin. Good I got 3 years warrenty on this s h it

 

No, he wants a TX serie. Read back on this thread. I just don't want him to think that he is entitled to his every request.

 

lakersgo,

all i can say....wait till your laptop breaks down on you and you have to send it in for repair and they play these games for up to 5 weeks of not having it repaired and not getting your calls returned (which has happened to me in the middle of the semester) and then tell me if you will settle for the same laptop you originally sent in

 

Just did. Sent in my laptop twice, didn't get proper repair, didn't get call back either, now waiting for my replacement.

I am not saying HP is right, I would hate to side with a big corporation. But Kubel's demand for a TX serie is unjustified. It's true he didn't get as lucky as some of us on the upgrade but he could have asked for more. Instead, he asked for a different serie. HP only has the obligation to replace with the same specs, so be happy with any upgrade you can get.