HP Repair - Poorly handled notebooks

well after sending in my notebook to HP i was so excited to receive my notebook so early compared to all the other people who say that it took HP a month or so to repair their notebook.

upon opening the box to take out my notebook i noticed that some of the basic things i thought i would not have to worry about just happened.

first under the notebook it seems like they did a poor job putting the notebook together. they tried to force in what ever size screw into any hole the could find, some sticking out half way they did not even bother putting on the wLan cover, or the Hard Drive cover has a bulge over it because of a screw under neath it that probably was an improper fit.

also on the palm rest, there is a bulge over it because they tried to force a screw under it, now it is has forced the plastic palm rest area to flex

even the top cover has these scratches all over it.

i mean i kept my notebook in perfect condition, without scratches and little bulges and dents, and was expecting it to return the same way after the repair, but i guess they just care about getting the problem itself fixed, and ship it out as fast as possible without carefully

 

That's a problem that has been spiking higher rather recently. Best bet is to contact a Quality Case Manager and dispute the problems and lack of quality and care in the repair. Below is the information to contact them:

1 877 917 4380 (EXT 94)

When they first answer, let them know you're a first time caller and that you received the number from a friend.

 

OK, just did that and they did call me back (surprised) they said that i would receive a call from the repair center when they receive the notebook and that they would "most likely" charge me for it, but then she said that if they do charge me to call back and she would waive the fee.

pretty good service, but a service that should have never have happened in the first place.

how long do these (re)repairs take? i mean its purely aesthetic, but its like an auto shop who you send your car into to get a new transmission and they scratch the paint and dent your car.

 

It depends on the availability of parts and the order volume. It generally takes 5-10 days. I've sent in a notebook on a Monday and it returned Friday of that same week. I'm not trying to give you false hope, but that's one my experiences.

 

Yeah, that's how it was for me,but it seems like they rushed it
Things they would have to replace would be top cover, palm rest, LCD bezel, and maybe bottom casting if they did not ruin it already

 

You might be in luck. If they fail to correct the problem on the third repair attempt or you are not satisfied, HP may offer you a replacement notebook. You are not entitled to a replacement notebook, but under these circumstances the Quality Case Manager needs to determine the proper outcome. Ask the Case Manager about what would happen if they fail to correct the problem. Usually some sort of upgrades are given and they might even offer to send you a Pavilion notebook with the same screen size (Pavilion is better than Compaq). Don't jump ahead of the game though, one step at a time.

 

well actually they DID fix the problem, which is what i sent it in for (motherboard replacement) but now they have messed up the exterior look of the notebook, which was in perfect condition before i sent it to them.

 

That's what I am referring to. They're called "Quality" Case Managers for a reason.

 

Unfortunately this seams to be a well-documented problem with HP consumer repairs. I remember someone (vertical???) sued HP over it and got an acceptable settlement.

 

uhmm..this is a very different incident. HP refused to satisfy Vertical. This person is being serviced and the proper attention is being provided. Better go read that thread again.

 

Maybe I should have left out the part about vertical

anyways, there have been other cases of poorly handled notebooks here, though

 

You are correct czhang, in that my case started this way - laptop mangled by repair. Screws were in OK but my nearly new laptop had scratches all over the case and a few chips, as well as solvent fingerprints all over the screen. But i also had other concerns based on troubleshooting and overheating.

Thought they had addressed the physical damage issue, but i guess not. If anybody here cares, here's the link to my sad story:

http://forum.notebookreview.com/showthread.php?t=249826

 

interesting, but how much did they settle for? (11 page read just looking for it)
anyways so what happened exactly, you sent it in for repair, got it back messed up, and then what? sent it back again and same thing?
also what notebook did you have?

 

thanks for posting that number. i plan on using it if my laptop is not bak in the same condition.
also, vertical, i read your thread a while ago but not any updates. hope everything went well.
@ OP, let us know if they actually did waive the fee and fix the laptop like it was.

 

The laptop was only a month old, and i not only got it back damaged but had been forced to run it boiling hot by HP repair during hours of troubleshooting (with what was obviously a failed heat-sink fan) before they would accept for repair. So i asked for replacement. HP said no, but did offer to replace the case but not LCD. They were evasive, incompetent, rude, etc, througout the whole thing and eventually accused me of damaging it (the last straw). I ended up suing in small claims court for the cost of the laptop plus my expenses. HP called before the court date and paid what i asked for.