HP has no CD/DVD replacement till Feb. 7

Been reading this forum for awhile to help decide on what computer to buy my daughter for college. Decide on the DV2000t with a few additions (larger battery, Remote control, etc). Recieved it on 8/17 and everything was fine till Oct.30.
After we determined that the cd/dvd drive couldn't read any CDs (DVDs were fine), we called on 11-8-06 to get it fixed. The 1st person (who I couldn't understand because of his heavy Indian accent) had us do a PC Recovery which we found out later wiped everything away. Yep...no backup yet because it was still new and we were still newbies. We couldn't load any of the software (Word, Virus protection) because the CD couldn't read. We were promised a new CD/DVD drive on 11-15-06.
Called again on 11-16-06, they had no idea what we were talking about when we gave them our case#, we were told there wasn't one with that number. Started the diagnostics again (except the PC recovery). Well.....they gave us a new case# and we were going to get new Cd/Dvd drive on 11-21-06.
On 11-22-06, we called again. After talking to 2 people, they told us we were placed at high level of support. We were going to get drive on 11-24-06.
Do you see a trend here, well I finally did. On 11-25-06, HP told me that there is not replacement drive to be sent ...it is on backlog. ( They hung up on me after waiting 35 minutes to talk to a supervisior). Took a day off to recoop after going Berserk.
On 11-26-06, called to be told that they have NO IDEA when a REPLACEMENT drive would be available. Hung up and tried to cool off again.

Bottom line: They informed me on my 11-27-06 call that there will not be a REPLACEMENT drive for my SUPER MULTI 8X DVD+/-R/RQ w/DL Support till
FEBRUARY 7. I stayed cool this time and ask what choices do I have to get my software loaded up. Dead silence. How about my Pick up and Return Accidental Coverage, can I use that to get my computer working. NOPE...they do not have a replacement drive till FEB. 7.

Here's my question: What can I do? Since I bought it at COSTCO, I can still return it ( up to 6 months). Should I do that and buy other computer? Is anyone else going through this nightmare as well. (sympathy and empathy are welcomed about now). I quess the real reason for this post is WARNING!!!

 

The great thing about Costco is that they do have that awesome 6-month return policy. I would say that if you really depend on reading CDs/DVDs, then backup the data on the computer on an external hard drive and replace the computer (if Costco doesn't do the replace, just return it and buy another one from Costco).

Of course, reloading all your old programs and applications and data onto the new computer would be a hassle, not to mention you wouldn't have a new computer for a few days (if you buy it pre-configured) or a month (if you buy it custom configured).

Another option is buying directly from HP. Your daughter is in college, so she can use the APP program direct from the HP website. There are also new holiday deals that HP has -

• Free all-in-one printer after mail in rebate
• $50 off system mail-in-rebate
• Free Vista upgrade (with Media Edition and 1 GB of RAM or more)
• $200 off customizable DV2000 - Use Coupon code NB8410 to get $200 off any Pavilion dv2000 notebook configured $1299+

 

Well, regarding the CD drive itself. Call HP and ask them to either (1) refund you the $$$ you would need to purchase an external DVD+/-RW (~$125) or (2) send you an external drive themselves.

Waiting four months for a critical component is just plain wrong.

Personally, I would take the unit back to Costco and purchase another one. That way you'll have a working computer AND get the full 6 month return policy. Just make sure you are clear with Costco that this is HP fault and is a manufacturing defect. Otherwise Costco might foot the bill.

 

They said that "They can not send another drive, even a temporary one to replace it." After being quaranteed that I would recieve the replacement part by 3 separate people, 3 separate times....I don't believe them anymore.
(Fool me once, shame on you. Fool me twice, shame on me.) Also the supervisor won't call me back even when a time was arranged and I (stupidly?) sat by the phone for 1 hour. If they sent the money first, then I would buy a new drive but I would probably be waiting till Feb. 7.

One thing has me puzzled? How can they sell new computers for Christmas with the same type of drive but not have one for replacement?

 

Well they need to put the drives into consumer laptops, and customer return replacement drives come second. Every replacement drive that needs to be put into an old laptop removes a CD/DVD drive that can be put into a new laptop and sold for money.

That's why drives on new laptops get priority

 

FREN,

Don't know what you're talking about on a month for a CTO thru COSTCO. Not saying that can't be the case, just saying that is not the norm. On every system I've CTO'd from Costco, the delivery times were a mirror of what was on the HP site.


Most of the time it's 7-10 days from time the unit is CTO'd (CTO=Custom to Order)...


For those who do end up returning a unit to COSTCO, make SURE that it is stated that the unit has a PROBLEM, that it is defective, that it is marked NON-RESALEABLE... so the loss is billed back to HP.... that HP takes the loss.

COSTCO is one of the few places that do offer an extended return window... and I would hate Costco to put further restrictions on returns.
(Costco used to be unlimted on the time frame for computer returns.)

From the info I have, 0-21 days Costco gets a full credit back for any return, working or not working. (Not surpising since the HP return window is 21-days)

From 21 thru the 180th day Costco bears the loss on any return, (taking a huge loss btw) the units being sold off to a salvage company, if they are marked "resaleable"..... It is only if the unit is DEFECTIVE in some way and is marked non-resaleable that COSTCO gets credited back from the 21st thru the 180-day.


On your idea on buying thru HP direct.... unless they are running like a 1/2 off sale I'd go thru Costco since Costco's return window is 180 days... and HP's is 21. If the prices are anywhere close you'd be a fool to buy anywhere else IMO. After 21 days if you buy thru HP, you're at their mercy, this example of a "under warranty" replacement dvd drive being delayed for several months being another perfect example of why not to buy direct from HP.


PS: to the orginal poster... with Ghost, or Arconis True Image you can back up your data, or the entire hard drive to cd/dvd, or external hard drive and be back up and running in minutes. Especially if you order the same model as a replacement....

Also as a aside.... most all mfg's are going to be putting parts into production machines.... 10,000 drives for production, and maybe 100 for warranty... if that.


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