HP repair problem

I just sent in my HP DV9220US for repair for 4 problems. I sent along this letter with the repair:

Problems with HP DV9220US Laptop

1) The + - Volume control lights on the keyboard randomly go off and will not come back on again unless I turn the laptop off, remove the battery, then replace the battery and restart the computer. The volume control lights will not stay on for more than 1 or 2 hours before they go off again. I have tried numerous steps to fix this problem. I have tried a factory system restore using the F11 key on reboot, but that didn’t help. I tried at least 4 or 5 different bios versions. (F.16 F.25, F.26, F.28, and F.29), none of which fixed this problem. I also tried upgrading the quickplay button drivers and the quickplay software. That also didn’t help. It looks like it must be a hardware problem with the motherboard causing the Volume control lights to randomly go off. I can get the lights to come back on 100% of the time, by shutting off the computer and removing the battery.

2) I am also having a problem with one of the USB ports. The problem is with the Front USB port on the left side of the computer closest to the firewire port. When I plug in my wireless mouse transmitter in this port, sometimes the computer doesn’t see the mouse unless I giggle the mouse transmitter. There must be a bad solder connection on that USB port. The mouse always works properly on the other three UBS ports.

3) The third problem I am having is with the internal microphone volume level being way too low even when the volume level is set to 100%. I have tried to fix this problem by updating the Conexant high definition audio drivers, but that didn’t help.

4) My last problem is with my wireless connection going on and off randomly. This seems to occur only on this computer and not on my other two desktop computers connected to my Linksys WRT54G Wireless router. I’ve updated the Intel Pro wireless drivers for Vista to try and fix this problem, but that didn’t help. I usually am able to get the connection back by turning my wireless switch on and off a few times on the front of my laptop or by rebooting my laptop.


I just received my laptop back stating that the failure could be duplicated, the hard drive was re-imaged and the keyboard was changed.

Not one of the problems was fixed. My computer booted without the +- volume control lights being on. They didn't even test the computer to see if worked properly after they changed the keyboard. I wonder if they changed the quickplay button keyboard at all. I still have the same problem with one of the USB ports, and the built in microphone volume record level is still way too low.

I called up HP and told them they didn't repair any of the problems. They are sending me another box to return the computer to them for repair again. I now have less then 1 month before my warranty expires.

Anyone have any advise what I should do if they don't repair the 4 problems again?

John

 

I'd ask for a new computer if I were you.

 

If that's the first repair, then all you really can do is send it in again. You can demand a replacement, but HP is under no obligation to provide one for you. Usually there's a short warranty on the repairs themselves (14 or 30 days) that will extend the year warranty that comes with the laptop. If they don't fix it in 3 tries, then HP is obligated to provide you with a suitable replacement.

 

Talk to the case manager about your 1month warranty left. Demand that it is completely fixed by that date or get a replacement.

Ive heard of some company policies that purposely delay warranty services till it is expired.

Make sure you talk to the case manager in great dissapointment and anger while still making it a professional call.

 

HP's 3rd party techs will not read whatever note you give them unless you tell the tech who is repairing specifically (e-mails and calls are always ignored unless escalated to the highest level). HP's problem is that it has way too many layers of "support representatives" which are spread over great geographical distances (from US to India) and nothing ever gets through. There is no accountability because a customer complaint will only get as far as a regional supervisor, but no higher. I suspect this communication breakdown will eventually lead to its downfall if any PC company manage to provide better services, but only time will tell because they're still doing better than their peers.

 

I used to think "do not fall in the lap of POLICE, LAWYER, and Doctor" in that order,

but this post scares me ,

where the h*** I am stepping!
What, is it like inviting all of them together?
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bebravehavefaithallisgoingtoendonedayouarespeciallikeallanyways!