HP Repair NIGHTMARE

My Compaq F750US CPU cooling fan failed after one week of use. The laptop started making a loud sound and running hot. HP repair 1st denied there was a problem (tech: "it's probably normal", me: can't you hear that LOUD buzzing sound over the phone? tech: "No..it's kind of noisy here.."), then tried to blame it on Vista and hardware drivers, and made me go through more than 3 HOURS of troubleshooting before sending in for repair. They replaced the CPU fan but returned the notebook with numerous scratches, 2 abrasions, a chip and a solvent stain on the cover, as well as solvent fingerprint marks all over the screen. A non-HP tech has since told me that HP should have instructed me to shut the unit down immediately to prevent heat-related damage, and that excess heat probably at a minimum reduced component life. HP has offered to repair the cover. So I HAD a new laptop, and will end up with an overheated and twice-repaired laptop, once due to physical damage from HP's negligence. Sound fair to anybody? I WANT A NEW LAPTOP. This unit ONLY had several hours of use. Case managers are apparently told to repeat over & over again, "replacement is not an option." And they only have group e-mail, which can take 5-7 days or "might never get to us" - obviously to make it more difficult to respond in writing. I talked to Executive Customer Relations-useless. Apparently the case managers have no concern whatsoever about alienating customers for life. I already own seven other HP products. If they don't replace my notebook, they will not be replaced with HP products and I will never again buy HP.

 

bbb and threaten a lawsuit over negligence?

 

How did you pay for the unit? If it was with CC (which is better than debit!), call HP and tell them that if they do not replace the unit or repair to your satisfaction you will dispute the charge with your CC company. You will need to call them, tell them exactly what happened and ask them where to go from there.

 

Sorry to hear this. I knew a guy who worked at HP, and even he said that if he didn't get their stuff for free, he wouldn't use it. Contact BBB and your CC company for sure. Good luck.

 

Wow. I'd be steamed. Surely you have the option to return it after so short a time?

 

Note to all computer users: if your new computer fails within the return policy, return and rebuy. Why you would opt for a repair is beyond me.

 

BINGO. Just return the notebook if that is still an option for you. If it isn't an option, get on the phone with your CC company to force a return.

 

Thanks for the suggestions. My problem is I opened the box to make sure it worked and then stupidly waited 3 weeks to get back to it - wasn't looking forward to transferring all my data and going to Vista. So was past 14 day return period. Problem happend while transferring data and obtaining program and driver updates for Vista.

Haven't done BBB yet, i will try that. Did do online Attorney General Office complaint - HP says they get those all the time and basically doesn't care. CC card company (BOA) says submit in writing but probably doesn't qualify as "defective" product since it worked initially. Think I'll pursue that further. If a laptop fails after several HOURS of use I think it is DEFECTIVE. Anyway, looks like I'm headed to small claims court. Anybody done that re. computer repair?

 

It falls under defective or DOA if it fails within the return period.

 

Having gone through my own HP Support disaster that is yet to be ended I'd have to say that "return and rebuy" is great advice.

My dv2800 was defective upon delivery and the reason I went with repair is:
1. It was a CTO thru Office Depot and was $300 less anywhere else at that time and for the past 2 months plus.
Office Depot could refund, however, could not replace the notebook at the same price since it was a CTO advertised special.
2. The repair was a simple keyboard repair and I was naive enough to think HP could fix it w/in 10 days.
3. I had not read all of the accounts of terrible support from HP here and elsewhere.
4. An exact or close match replacement was not available at retail or even online other than direct from HP at the time of purchase and of the original problem.
5. The hell that HP has put me thru I could not have imagined until now. Live and learn!

 

I Googled "HP laptop small claims court" I found several articles with succcessful experiences with scc. One under Linux had details on how to file.

 

If you are past your return period...just send the notebook in repair and log everything from the start...if you follow procedures which is send it in for repair 3 times and it still is broken....you get a brand new laptop...took me 4 months but I have a new laptop waiting for me at home when I get back from college...

 

When did they stop the 30 day return policy?

 

It's been 25 days as long as I remember. I don't think it's ever been 30 days.

 

I just bought and returned a new laptop.

You have 21 days from the delivery date to request a return. They will issue you a Return Authorization Number. You then have 5 days to drop it off at a FedEx for return. HP will provide a prepaid return shipping label.

http://www.shopping.hp.com/webapp/shopping/return_exchange.do