Horrible HP service and case manager - (See pictures inside)

I know that notebookreview.com is the largest, most active community of notebook users online. This is why I have resorted to post a huge problem I am having with a case at HP.
I've done lots of research and would like your opinions on my case. Maybe someone can tell me a little about HP's policy.

I own a HDX16t CTO. About 5 months ago I've experience extremely high heat issues. I sent the notebook in for repair to which they diagnosed a problem with the heat sink and replace the fan and heat sink.

I received the notebook with several physical damages:
1) Warped monitor
2) Scuffed keyboard
3) A terribly, large gap on the right side of the notebook (see pictures below)
4) Many deep scratches all over the front of my notebook where the HP logo shines

My initial impression was that HP's repair service was horrible, just horrible.
I called up HP which they had the case forwarded to a case manager (will not mention name).

The requested a repair of the physical damages.

My HDX16t went in for its 1st repair. Upon return there was an issue with my DVD drive. It was making very, very loud noises when I moved my notebook from a desk to another desk. It was clear that the noises was due to misalignment of the CD drive as it was scratching and destroying my disk inside.
My keyboard was not repaired as requested by the manager. And the gap remained untouched as if they neglected to repair it.

Infuriated, I called my case manager and told them that my notebook is in a worse condition than it has been before. He sent another request to send it in for repair once again.

When returned, the note said my monitor was repaired. That's it! Why was my monitor repaired first of all?
I am mad at this point and do not understand how ridiculous HP's repair service can be!
Not only that, my notebook was very, very dirty. It was as if someone was eating candy and forgot to wash their hands before touching my notebook. There were tough finger prints stains all over the screen and keyboard.

Being calm, but very angry, I called my case manager. We scheduled the 3rd repair service.
At this time, I still needed my keyboard, CD Drive and the large gap on the side of my notebook repaired.

When I recieved it, the large gap appeared to be minimized, but very much still HUGE.
Look at the images below, you can even see the circuit boards from underneath the gap!
My keyboard is not replace nor was my CD Drive.

After the 3rd time, I am more concerned with my notebook being mis-handled in repair than it being back to cosmetically normal. What if they dropped the notebook and an internal part was close to being broken within the next few months after the horrible repair service?

My case manager was not much of a support of my case. It appeared as if he was more, I would say, against me than to be helping me. I think that it was getting to the point where he was tired and fed up of my case.

My case manager requested for the 4th repair. This time, he said that he'll be paying special attention to the repair center as he will have a direct contact with someone at the facility overseeing the repairs.
This time, we also requested that the repair service to take picture of the notebook before and after the repair. The notebook was then sent back to me. As it arrived at my local fed-ex station, I was denied delivery because the notebook was requested to go back to repair services once again. Why? It turned out that the repair center "did not" take any pictures of the notebook at all before sending it out!
How could of they forgot? The repair service don't really listen do they? This IS my 4th repair already!

When I recieved the notebook, The keyboard was the only thing that was fixed.
My CD drive still had the loud noise and was scratching my discs. the huge gap on the side of my notebook was not repaired since the first repair.
I got note that after the very first repair with the over heating issue, my case manager told me that they were not able to re-align the gap, stating that the gap was "normal".

In your opinions, does it look normal? Does your HDX16t, DV6t, or dv7t, or dv8t look like this? Is the gap this huge? Can you see your circuit boards underneath?




Besides from my notebook being in repair since September 25, 2009 till today January 12th 2010, my case manager was been very unsupportive of my case. I rarely heard from him as he did not call me or tried to email me any news or information. He had very poor communication with me.

My case manager finally escalated my case to his "higher" to get approval of my notebook for replacement. Seeing how my case manager was very unsupportive, I feel as though, the notes he left in the escalation may have consisted of words that will/may reflect the denial of a replacement. I feel that this is unfair since I have no say to anyone from the "higher" department and it is practically biased towards the words of my case manager. I am still waiting for approval after 1 week now. In addition, I filled a request for another case manager. My case has been forwarded to


Please look at the pictures that I've attached and tell me if these are what you would consider "repaired."







CLICK to see at 100% >> http://img705.imageshack.us/gal.php?g=imag0001n.jpg


Based on these pictures from the repair center, my case manager claims that the gap has been repaired. I highly disagree, don't you think? Which one of these pictures justify his answer?

CLICK to see >> http://img16.imageshack.us/gal.php?g=pic1nh.jpg

 

I believe there is an HP policy where if the notebook is sent in for repair the 4th (or 3rd time?) and the issue is not yet resolved, that makes you eligible for a notebook replacement. I guess the case manager is working his ways to "not" go that direction. Since they are not offering the replacement actively, i'd say ASK for it.

I'll be extremely worried if I had that kind of gap on my notebook. I hope you can get your issue sorted out.

You didn't pay to get a notebook with a gap like that.

 

First of all, you should know HP has one of the worse repair services. "Award winning?" Yeah right!
There is no way that gap is normal! Your case manager is wrong! I don't know how HP is calling this "repaired." It is clearly not at all!

If you want reference, this is what "normal" should look like.

HDX16t and dv6t have the same external chassis.

See how there is no gap.

 

they are just lazy/penny pinching because they don't want to replace the base enclosure (there is no specific part # for the chrome side trim) The part that has to be replaced is 496469-001 (link to the service manual http://h10032.www1.hp.com/ctg/Manual/c01612461.pdf) basically its the whole bottom half of the clam shell for the notebook. Call the case manager back and tell him if you can figure something like this out yourself (part # and all) then why can't the HP Repair Center?? If it does have to go back in for service again, make the case manager SPECIFY that this part is replaced. I think they will have to do some process where they switch over the Serial # sticker or re-issue the sticker. This may be why they are so unwilling to fix it right in the first place, it all goes back to laziness.

 

uhhhhhhhhhhh - my dv7t looks similar to yours - similar minimal gap between the dvd bezel and the body of the laptop but the tray is a moving part - you cant expect it to align 100% since it's a moving part..... most laptops i've seen are like this - maybe im mistaken...?

maybe i dont care... but it hasn't bothered me one bit. i've been playing dvds and cds on my dv7t for like 16 months now without issue.


the gap in this picture however - http://img689.imageshack.us/i/imag0004p.jpg/ - should not be like that.

 

I had a case similar to yours. My 2 week old laptop came back from repair in terrible shape. Case managers were lying, deceiving jerks. I ended up having to sue in small claims court, but eventually got reimbursed for the price of the laptop, plus expenses. Also, don't forget that if a defective laptop was running very hot for some time, it can seriously decrease the lifespan of components (especially hard drive). IMO, they should replace your laptop.

Maybe my saga can be of some help - skip to the middle for the good stuff:

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

 

No wonder.
This is the reason why HP got worst reliability position in recent study

 

oh great...sounds exactly what i went through with gateway, thus why i never ever ever ever will buy another gateway ever again. I spent about 8 months fighting with them, and I bought literally every warranty they offered and they still had the balls to tell me things weren't covered, and if I go through this even 1 iota I will return my laptop for a full refund. Also I contacted the BBB and finally after that things got sorted out, aka, I got a new laptop.

 

Please delete. Mis-posted.

 

Update:
I have been dealing with an executive HP case manager. I have sent my notebook in for the 6th repair now. I received it back and the gap is still there! Not only that, CD drive is still makes horrible noises after its 5th repair. Why can't they repair it? I don't get it.
The executive case manager literally told me that my notebook is repaired. They are claiming that this defect with a gap on the side is completely normal.

At this point, they refuse to repair it any further NOR give me a replacement notebook.

I am frustrated at this point. My notebook was in 100% perfect condition when I sent it in. I even purchase a full body protection (Invisibleshield) for this notebook which they removed after I sent it in for the first time.
I received it back damaged and in horrible condition. Not only that, my CD drive is not working properly.

But HP got the nerves to damage my notebook and tell me that those damages are normal. Sorry to use this language but WHAT THE !

I don't know what to do but to proceed with legal actions.
What would you guys suggest?

I mean, literally, this is normal right? -To have a gap on the side of my notebook so large you can even see the white wire from underneath and the circuitry.

 

I think file a consumer protection claim is completely justifiable.
Horrible case manager.

 

Plumtreetrunk: What state are you in? It sounds to me like you are going to have to sue in small claims court. It's not as much of a bother as most people think, and might be a good learning experience for you if you haven't done it before. An HP legal rep will most likely call you before the court date to settle the issue. They don't care about anything that went on before - they just want to get rid of it before the court date. Even if they don't call to settle, it is very unlikely that any HP rep will actually show up for the court date, so you will win by default. And bad as they are, HP will comply with a court directive and send you a check.

 

Wow. It looks like you got it bad plumtreetrunk. That gap is absolutely not normal even if they say it is.
Taking legal steps is the way to go.
And taking HP to court is not a difficult process at all. It's pretty easy actually. I had a friend on this board who actually won his case in court.

Wait to see if anyone else reply to this thread. It looks pretty bad.

 

File a comnplaint to the Better Business Bureau. bbb.org

While i love my HP if i ever have a problem that i cant fix myself, im just trashing it. From everything ive heard its not worth the hassle.

 

same here... had overheating issues but i fixed them myself undervolting and all after hearing all these horror stories....

 

Update: HP has finally decided to replace my notebook. But it look's like they are cheating me out on my screen resolution. Take a look.

This is my current HDX16t specs:
Intel C2D 2.5GHz
19200x1080 Resoution (Infinity Screen)
3GB DDR2 RAM
Nvidia 9600M GT
250GB 5400RPM
---------------------
First replacement offer:
DV6T
AMD Turion M640 (2.6GHz)
1366x768 resolution (Non-infinity)
4GB DDR2 RAM
250GB 7200RPM
ATI HD 4530
All other specs are same as original HDX16t


2nd replacement offer:
DV6t
Core i7-720 (1.6GHz)
1366x768 resolution (NON-Infinity)
4GB DDR3
250GB 7200RPM
Nvidia 320M
All other specs are same as original HDX16t

Both offers has downgraded my resolution to a 1366x768 resolution!?
The upgraded processor (to Core i7) is unnecessary considering that I mainly do lots of spreadsheets and editing multiple documents at once. My current C2D is enough.
The Graphics card (320M) is on par. But newer does not mean stronger/better.

At this point, HP will not allow me to have a notebook with my original 1080P resolution! I can only have the 1366x768. ! This is a huge downgrade. My executive case manager also claimed that there is no notebook that they have with that resolution.

What are you guy's opinion and what should I do?
Should I stick with any of the replacement offers above or demand my 1080P resolution despite all the unnecessary (but easily) upgrade? I mean, a huge downgrade is screen resolution is VERY noticeable. It's practically unbearable for the work I do.
Should I ask for upgrade in other specs on top of what they are offering?

What HP notebooks have a 1080P resolution?

 

They have them but they are worth more than the HDX16 you had.

Dv8T, Envy 15.

 

That wasnt much of a suggestion but Thanks...

So in other words, they're not gonna give me a 1080P resolution because they're gonna loose money?

Wow. They should of thought of that before they serviced my notebook 7 times .

Anyone else? Suggestions?

 

ask for an envy 15 with 1080p and call it even. Im sure that would cover the time you spent. Make sure its an i7 or at least an i5-520 processor. No reason they shouldnt compensate you on the time you wasted on this bs.

 

I know, it may not seem like much of a suggestion, but it helps in understanding that their policy is to repair or replace with something of the equivalent class. The HDX 16 was sold under the "high performance" class. So it's either they give you a DV6T(15.6") or DV7T(17"). But, the dv6T is the closest replacement of the discontinued and obsolete HDX 16 as far as screen size and overall dimension. That's why they are offering it to you. If they made a DV6 with an equivalent resolution, they would have offered it to you as per their policy.


You could try to get your money back and buy another notebook from another manufacturer.

Otherwise, small claims court is the way to go. There is a thread about a poster's adventure with Hp and small claims court. Search Vertical2010's posts.

 

Even though its an i7, the resolution is a deal breaker. Its supposed to be a entertainment notebook, so it should be full HD capable.

Personally i cant stand working with 16:9 screens.

What about a dv7 with 1600x900?

 

Originally, when the HDX16t was still around on HP's website, the DV6t was considered under "everyday computing."

Personally, its the fact that he had a 16 inch screen with a 1080P resolution that is making it hard for HP to replace that spec. This is absolutely the deal breaker.
HP chooses not to go that route because they are afraid to loose money even though they can replace your notebook with the ENVY15 with its 1080P resolution.

If they can't get you that resolution, demand the i7-820QM processor instead. Otherwise, again like what 2.0 said, small claims court this BS and get what you deserve. Seriously, it took them this long to realize their mistake.

 

I have a EVIL solution to the replacement.
A) So ebay buy a cheap lousy LCD screen + Cable put it in the laptop you are going to send back not that they will check anyway. Then Keep the infinity screen then get the replacement and put it in.

Or B) demand they do A) for you.

 

I would consider this not broken. My HDX 16 has the same (of what appears to be) a misalignment of the DVD tray. But it does not affect the operation of the laptop. Mine has always been like this and so has yours. Live with it. They can't and won't fix it. Sorry...

 

My self,
I would never go through the hassle of retuning a lap top for the trim bing out of whack a little bit.
I would never go to court over a piece of trim out of whack.
I wouldn't cause my self any of this turmoil over a piece of trim that was out of whack.

The design of the lap top seems to be flawed in that they cannot get the trim back to factory look, but should they honestly give everyone who has that laptop a new Envy because of it? It looks a little to blingy anyway.

 

This is the Mac attitude we shouldn't be seeing it in HP forums...

 

Ok yeah sorry for the remark but as an engineer I know how these things go. It's not life threatening for the laptop and I am sure HP knows about it but it's got to be way down on the punchlist. But anyone who wants to start a "Let's Boycott HP for...." then be my guest.

 

Of course it is not life threatening nothing is life threatening with regards to laptops.
It is an eye sore considering it is rather new this is disturbing.
So what is on top of your punchlist?

 

HP gives people 30 days to return for a refund. I could have done this but I figured it wasn't worth the hassle because I needed the laptop and didn't want to get in a bickering match about something they can't fix.

Stability, performance and then customer satisfaction is on the top of my punchlist. You can't please everyone so that is why customer satisfaction ranks a close third place.