HP Repair Service Question

I bought an HP dv6233se early this year around February. I just wanted to know if anyone with an HP Pavillion laptop has had to send theirs in for service and if HP ends up sending or replacing your damaged parts with used ones?

I need to get the fan on my notebook replaced since it's gotten a lot louder and my notebook has gotten a lot hotter than when I first bought it. And yes, I did try cleaning for any dust clogs and there aren't any. Also, I plan on complaining about my screen becoming dimmer over the last couple of months. It's really hard to see with bright lights now compared to when I first got it.

So my question is, is it worth getting it repaired/replaced from HP? Will they counteract by replacing my parts with older parts or anything?

Also, my laptop has no scratches or any kind of damage. Should I expect damage or scratches when it's returned to me? I'm gonna take pictures before I send it in for sure. Anyone with bad and good experience? Would be appreciated. Thanks.

 

About damage, you never know before you send it and get it back...
It's something possible with any company

 

I sent my notebook for HP repair once, they replaced my LCD and my DVD Drive with new ones (they replaced my DVD with a lightscribe one). I think its against their policy to replace with some old stuff.

However, HP staff that repaired the notebook for me were very careless:
They forgot to plug my mic and webcam connection, so for a long time I thought that my mic and cam have gone but i cannot resend it to HP cuz of school.

What I really recommend is, if u need something replaced, just send for them to do it, and then once u get ur lappie back, open and check it (as u did for cleaning the fan).

 

Thanks for the reply guys. I'll probably do it tonight. I am a college student and the semester is almost ending so I have time to afford to get it repaired. Will they really repair or replace my LCD screen if I complain about the dimmness? What's the best way to swaying them into replacing my LCD, fan, and possibly the DVD-RW Drive? I've had a few scratches on my games becuase the CD's hit the side of drives. That's why I bought an external USB DVD-ROM. Thanks clip for the help.

 

Okay guys, I just had a chat with the technician or whatever and had it RMA'd. He said the estimated time would be 5-7 business days. So it better be here way before Christmas or I will get really upset with them. Let's hope they replace the parts because I will bug them like crazy. Thanks for the help everyone. I'll keep you guys informed.

 

Alright, I got my laptop back and guess what, the LCD is the same. It's still dim. They instead replaced the LCD housing, the cover. Stupid HP. Then on top of that, the cover is scratched. I'm gonna ask them to replace the whole damn thing. They are pissing me off.

 

Sorry to hear your having problems. For the most part HP has really good products ---- but there customer service BLOWS !!!!

 

I've already told them that I'm a student and that I need my laptop, so I can't afford to send it back and forth to them. So they escalated the issue to the case manager, who'll call me on Monday morning. I'm gonna tell him that he needs to replace my notebook with a brand new one, same model I don't care or send me a donor laptop for the time being, while mine is in repair. I can't believe they even scratched the damn thing and did not even do the right repair.

What do you think the chances are of the case manager agreeing to replace my notebook? Anyone? Thanks.

 

Maybe my story of sending in my notebook will make you guys think long and hard about sending yours in...

It all began with me buying a notebook online and it was sold out so it took about a month for me to recieve it. Long wait but whatever, got a decently cheap laptop with decent specs.

I play around with the computer, everything is fine. Then after a while of typing the left click on the trackpad pops out. I thought it was weird but thought it was just a flukey press that made it pop up. So I go and buy an extra battery and ram which costs about 250 bucks.
Then after about a week, the trackpad button keeps popping up more and more frequently... then my wireless card kept resetting itself so I then proceed to call HP support.
Talking to them they sounded pretty clueless about the key popping up and had to ask their manager about it so after about a 30 minute wait they told me that I should send it in.
I was talking to them at about 3 in the morning so I didn't think that someone would come for the laptop the next day... but to my suprise some UPS guy took it. Well, I wasn't there to give it to him my sister was, along with my ram and extra battery.

The guy told me it should take about 10 business days... and a maximum of 2 weeks. So i'm like alright, I can live without a computer for about 2 weeks. So come the 2 weeks, not a word from HP I call them and they're like oh, well give it a few more days it'll be fixed. So giving them the benefit of the doubt I wait an extra week.
Week up... still nothing.
Call them again and they're like oh well we'll check up on it and get it sent to you asap. 3 days later... still nothing.
Talk to them yet another time, and they said a shipment for the part has been delayed. Getting a little frustrated but with nothing I can do, I agree to wait an extra week.
I check the order summary online and woohoo!! it says it was shipped and I should recieve it in 1-3 days. 3 days pass... 4 days pass... 1 week passes, I call hp they tell make me wait on the line for 1 hour... Not joking. 1 and a half hours actually. So the lady then comes back to me and says you need to call UPS. At this point i'm thinking What the heck!??? I waited one hour for you to tell me to call UPS???
So I call up UPS and they said they don't have anything registered out for me.
I call back HP... HP is saying they sent it out. But checks their files... I had to explain my story to about 4 people. Transfer after transfer. So after a 2 hour wait, they finally tell me that gosh darn! my notebook is still awaiting a part. So i'm ticked off right now but I remain my cool with HP and try to get this worked out. About 4 days later a Case-manager calls me and trys to offer me another notebook. I ask him what are the choices? He tells me only 15 inchers. I tell him forget it, I bought a 14 for the size. So he's like ok then give it another week and we should get it back to you.
Wait that patient week... still nothing.
Tell a tech. support guy my whole story... then he transfers me to someone else. Tell that guy the story over again... then he's like i'll trasnfer you to Canada. So finally I speak to a Canadian notebook tech. and he's saying he'll look into it and etc.
At this point of the story I kind of gave up hope and just waited for the best.
2 weeks later, a case manager called me and was like we'll offer you another one. I"m like well gosh darn I've been waiting close to 2 months and still nothing. Beter offer me something good.
He offers me the tx1320 so i'm like its ok, but I just wanted a darn computer so I accepted.
Been 2 weeks since that talk and still nothing.
Tried to call hp a few times, they say case-managers work on a different level and they can't do anything but they would esculate my call and that the case managers would call me in 24-72 hours. It has been 12 days and still nothing.
No computer, no phone call... NOTHING!!

Infact right now, I'm on my sisters notebook and during the day I go to school.

 

wooohooo I feel your pain in a way. HP sucks. Thankfully I got mine back, but with damage. Which is really stupid. I will force that case manager to send me a new laptop. I will argue with him until he gives in. I say you keep calling everyday and tell them that if you don't send me a replacement soon, I will take a class action suite or something. Give 'em a little scare. That's what I'm gonna do this Monday. Guaranteed man. Keep in contact with me as if they don't replace my notebook with a new one, I'll send it in one more time. If they don't give it back within the time frame they promised, I will scare the crap out of them. First, I'm gonna request a replacement.


**Not sure if you'll get your extra ram back. I took mine out and put the original ones in. I even took out my hard drive.**


By the way what kind of notebook did you have to begin with. If they replace it with a tx1320, I would go for it. That's a good laptop.

 

a DV2418.
It is seriously impossible to contact the case managers. There is no direct line in where they can transfer you to talk to one so they (case-managers) have to call you back.
Which is very stupid because they're the only ones at this point that can deal with you and have power to do anything.

 

Based on your experience, what do you think my chances are of convincing them of replacing my notebook?

I'm gonna urge to because I need it for school and they promised me that they would fix it right away. There was damage that was not there orginally when I first gave it to them and I will tell them I'm hestitant to give it back.

 

I had to send my HP dv2214us, with the 90nm amd dual core, which runs extremely hot, in because it just stopped working...fan failure according to HP.
When I got it back in around 10 days, I turn it on and there's a password on the bios which I never had before. So I call them back twice and finally got a knowledgeable tech who says they will have to replace the whole systems board, ie motherboard as the bios password is hard written into a chip and there's no way to erase it even by clearing the cmos by unplugging the rtc battery. I'm due to get it back on Monday, with a wiped HD and reset to factory new conditions

 

New things that I just noticed. I just noticed a small bend on the top part of my LCD screen. That was not there before. I swear HP is really starting to tick me off. I can't wait for that call. The new scratches, the NON-REPLACEMENT of my dim LCD and DVD. What kind of service is this.

So what does everyone think? Any good chance of getting it replaced with a new one? I can't take it anymore, sending it back and forth is not the way I want this to be solved.

 

I got mine back from HP today....and....they didn't wipe my hard drive like the guy on the phone said they would with a system board replacement. It seems to be running much much cooler now with the new mobo....so far everything seems to be fine with mine...right now I'm happy with the Hp Service Department even though I had to send it in twice to get it repaired....I would like warn everyone about the Bios Password....if it's forgotten or if someone gets on your computer a sets a Bios Password, the only recourse is to replace the whole systems board as the password is hard encoded into a chip that can't be removed even by resetting the bios...I guess for theft reasons...so be careful.

sendmarksmail, sorry to hear your problems...as far as a few scratches go, what's the big deal as long as it works? If you sent it in without the Hard drive in it, you probably voided your warranty so you'll be lucky to get any more work done on it...also I learned a long time ago that you can catch more flies with honey than you can with poop....fwiw...

 

I am looking at sending my DV9500 in for repairs within the week. This thread is causing me to have second thoughts about the warranty service. I was also worried about the physical damage during repair/transit.

 

Well tarts how would you like it if you sent something that was pristine and still brand-new looking and get it back with deep scratches that are noticable? I took good care of my laptop and I expected HP to take even better care of it than I would have. This is personal property and a big investment (i'm a student) for someone going to school and having to pay for it out of his own pocket. On top of that, they didn't fix jack. Only a motherboard replacement, which did help with the heat problem, but that was not the main concern. The main prob was the stupid LCD and they didn't fix it, in fact they made the casing worst. That's all. It may not seem a lot to you, but maybe because your notebook wasn't damaged.

Also, taking the hard drive out doesn't void the warranty. The technician gave me permission to remove it. Just thought you should know, as long as you let the technician know. I saved copies of our conversations to have proof later on as well. I'm very safe about these things.

 

Alright everyone, I know it's been a while. After talking to the case manager, I'm going to get a new laptop replacement. Monday, I'm going to call in and he is going to let me know the list of available notebooks. I'll let you guys know how it goes. It's been a crazy ride. We'll see how it goes tomorrow morning.

 

Thats why I took pictures and a video of my laptop before I am sending it in this wwek.

Also did you guys send in the ac adapter?
Did you have the "HP default OS" or clean?

 

I did not send in the ac adapter, just the batteries. Also, if you don't want them snooping on your files, I suggest you install a clean Windows or backup your data and delete them off the computer. Also, if you asked the technician, you can take out the hard drive. Does not void the warranty if the hard drive is not the issue.

Goodluck. Make sure you stay persistent and always ask for an update jgiordano.

 

so which ones can you choose from?

 

The case manager allowed me to customize my own dv6500t. I told him I would like an Intel system (I originally had an AMD 1.6 Turion X2). Here are the specs I chose and he is already getting it built.

15.4" 1280x800
Intel Core 2 Duo 2.0GHz
2GB DDR2 RAM
160GB 5400RPM HD
NVIDIA 128MB GeForce 8400M GS + HDMI
HP Webcam + Microphone + Fingerprint Reader
LightScribe 8x DVD-Burner

It's a big upgrade from what I had in the past. Hopefully I'll get it this week. Hopefully. Either way after Christmas isn't too bad, but he has mine on priority and expidited soon he said.

He compensated all the trouble I had to deal with during the repairs with these upgrades.

How's the 8400M GS card? Is it good? My original was a Nvidia go6150 IGP. Which sucked ass. Hopefully it runs well.

 

it would be better for me to return my compaq back to the store where I bought because I bought with store warranty (5 years warranty) so I dont have to deal with HP poor customer service for repair problems.

 

Even though the 8400m GS card isn't the greatest (but what graphics card in HP's line is?), it is still a lot better than the go 6150. Anyways you will be able to run games like Half-Life 2 and around that caliber.

You definitely got a nice upgrade, but for all the trouble you've gone through you deserve it. I'm glad they came through in the end for you and let you build a better laptop because of the trouble.

 

Still haven't gotten my laptop yet...gonna call the case manager this afternoon or tomorrow. I'll update you guys on what's happening for those who are in the same position or those contemplating returning their systems...

 

Maybe I'm one of the lucky ones.

My fingerprint sensor stopped working 2 weeks after my computer arrived. HP sent me a box & label for me to ship it back to their repair facility. It took a day to get the laptop to their location in Fremont, CA. The next afternoon, they emailed me that my computer was repaired and would be delivered by 4:30pm the next afternoon.

I don't know if they replaced my fingerprint sensor with a new one, an old one, or simply resoldered the connection of my existing sensor to the motherboard. All I know is that it works now. My computer was out of my hands for less than 4 business days. The repair cost me nothing. I'm completely satisfied with the service I received from HP.

On a funny note, I called HP yesterday to report that my wife's computer's power jack was loose. The cable wiggled in the jack and the power light blinked, indicating a loose connection. They offered to send a box and fix the problem.

Today I had to call HP and ask them to cancel the repair order. It was my fault. I discovered I hadn't plugged the jack fully into the slot. They graciously accepted my apology and told me to discard the box when it arrives.

--Markfm

 

Horrible experience...
I am expecting my dv9700t and will probably get it next week. Hope HP's machine has a good quality and I don't need to experience their repair service

 

squall, i'm pretty sure you'll enjoy your new hp machine. Some of us just got problems because we were the unlucky batch. Overall HP notebooks are really good.

Just make sure you make your recovery DVD's and back up the swsetup in the C: drive, then do a clean install of Vista (not with the recovery disc). If you have the "anytime upgrade" disc, then use that.

I'm getting my replacement notebook though. The HP case manager just ordered my new one on Friday. Just waiting on it's approval then they'll begin building it. Way better than the original notebook I had. Their tech support is time consuming, but if you get the right people and speak the right way, they'll be as helpful as possible.

Let us know how your experience goes when you get yours.

 

I had a so-so experience.
I bought a DV-6565 from Circuit City and the first day I opened the box and turned it on it refused to boot. Then when the buttons finally lit up the screen remained dark and other unacceptable things were occuring.

My customer care experience was solely through Hp's messenger system.
The first guy John M I think was his name was amazing the other people were clueless and one person said that they didnt see my case number in the system when it fact I guess when the copy and pasted the number I provided they missed a digit. Then they confused my tracking number.

In the end it took a month for me to get back the laptop and the repair receipt simply said "MAINBOARD REPLACED"

The whole thing cost me $200. Why? I bought the thing in America but am in a foreign country so I had to have the laptop shipped from the foreign country to the U.S. and then from the U.S. to the foreign country once repaired.

SCREW HP for not happing effective quality control and SCREW Circuit City for their ****ED up return policy.

Best Buy for LIFE!

Generally though I find that HP's quality is decreasing. My DV-9428 basically doesnt shut down and constantly says "POWER DRIVER STATE FAILURE..."

My friend's DV-6000 series dont remember the exact model also had to have the motherboard repaired.

My co-worker bought a DV-6636 last week and it constantly makes weird noises.

It seems with their increase in customers their standards have decreased.

Their machines seem to be a better value for money when compared to other brands I.E. only if you get one that is actually completely functional without any hiccups.

 

I went with my girlfriend a couple of weeks ago to buy an HP laptop at CircuitCity since they had a better deal than BestBuy at that moment. After we purchased the notebook though, I opened the package to test if everything is working at the store in front of one of the store employees. Buy yea, if I had a choice, my #1 choice would be BestBuy, although Costco seems to have good deals and you could return them within 90 days with no charge or 15% restocking fee.

I also ended up buying a PS3 (but @ BestBuy, which I also opened to make sure there was a PS3 in it, and not a freakin' phone book (I'm sure some people have read about some kid's parent's buying a PS3 @ EBgames).

Okay, I got some good news about my replacement laptop. Some remember that I got my old one serviced for repair but came back damaged with no repairs. Complained and talked with a case manager. In return I got my notebook replaced to the new dv6700t, an Intel model as opposed to the AMD model I had. It's not the special edition model (white colored), but that's compensated with lots of good upgrades. Here's the specs for the new notebook:

HP Pavilion dv6700t
-15.4" 1280x800 Widescreen
-Intel Core 2 Duo (2.2 GHz T7500)
-Nvidia 256mb 8400m GS with HDMI output
-250gb HD
-Intel PRO/Wireless 4965agn + Bluetooth
-2gb DDR2 RAM
-Fingerprint Reader + Webcam + Mic
-HD-DVD ROM with Supermulti DVD+/-RW
-12-cell Battery


My old notebook specs:
HP Pavilion dv6233se
-15.4" Widescreen Special Edition "Influx" Model
-AMD Turion X2 TL-50 @ 1.6Ghz
-1gb DDR2 RAM upgraded to 2gb DDR2
-Nvidia go6150 IGP
-120gb HD
-Broadcom Wirless 802.11b/g
-8x DVD+/-RW
-Webcam + Mic
-6-cell Battery

I can't complain here. The reason for the upgrades is because there were so many delays due to the switch from dv6500 to dv6700 series. Originally I was supposed to get the dv6500 but the day after my case manager and I had talked, HP put an update which was the dv6700 series. So my case manager calls me back a few days later saying that my dv6500t was cancelled and he would upgrade me to the newest model with better upgrades to compensate for the time lost.

School's starting soon and he just called me today saying that it's on the blocks for building and should be shipped by today or tomorrow. He put me on the priority list and will be expiditing my system. Hopefully I'll get confirmation by today.

 

HP is so dark?

Wow, I'd better return my newly bought laptop in the next few days.

 

No kidding. I need to return mine for warranty repairs and am wondering what the ratio of horrible to OK repair experiences really is. I'm keeping my fingers crossed that bad experiences are more likely to be aired in public than positive ones, but I'm starting to get a little queasy ...