Hp Has No Clue!

I just dont know quite where to start with this story but here goes. I recently purchased a quick ship preconfigured Pavilion Notebook. It was well configured with 8 Gigs of ram and the latest Intel SB CPU and a 1 TB drive. I needed a notebook that would run external monitors and preferably without carting around any extra hardware to make that happen. I originally was interested in the Envy 17 since it had the capability to run 3 external monitors built into the notebook. I just didnt want to wait for the long build and shipping time involved. So I called HP Product Support prior to purchasing the Quick ship notebook to inquire about capabilities of the notebook as relates to my needs for three monitors. After some waiting for the HP Rep to check the resources they finally got back to me with an answer. The rep informed me that indeed the Pavillion notebook would support 2 external monitors via the VGA and HDMI ports while still having the notebook display active. I called specifically about this functionalit. Nothing else but this. So I base my decision to purchase this unit on the expert knowledge of the support rep. BIG MISTAKE! They dont have a clue.

I did recieve the notebook in perfect condition and in very expedited fashion I have to admit. But unfortunately the promised functionality of said notebook was not as stated. Only 2 external monitors were supported and that required the notebook display be disabled. So I think I am not performing some required action and called tech support for some assistance. They quic kly told me that the functionality I was seeking was not available in this notebook. They told me I could run one monitor with the notebook display also enabled otr two external displays w/o the notebook display. Somewhat pissed I ask to be escalated? The manager finally gets on the phone and that goes nowhere. He tries to tell me that I can run the three displays at once but fails to be able to meke it work also and escaletes me to the manager who says that the functionallity I want is available and he proceedes to be unable to tell me how to do it . Im put on hold for the millionth time and he comes back and says that what I want to do is possible but that he has to transfer me to a department that will cost me $60 to talk to. Needless to say that was the straw. I read this guy the the riot act and asked to be transferred to someone who could give me an RMA for the unit. Well they did and those folks offered up $90 refund to keep the unit. That was their solution. That seems to be the universal solution for HP. Give a little money back.

I just hate to be lied to. I dont see any reason for HP to lie to their customers. This is a simple thing and I feel that they should know the answer to these questions for their customers. The fact that they do not is a bit scarry. So be a bit sceptical about what you expect from HP support because they HAVE NO CLUE!!!

Im thinking of sending it back just for the principal of the thing. What do you think? What would you do?

 

Which model is it?

I'd send it back, and order the newest 6XXX model.

 

It is a new Sandy Bridge model. My point is that they dont even know their product line well enough to know what to tell their customers about the products functionality. But that doesnt stop them from telling you something Right or Wrong!

I really like this product though. I am torn about sending it back in spite of their inept support because I do like the notebook a great deal. Im not sure that has as much to do with HP as it does Intel though. This SB chip is nice!

 

fishcrazy, see if HP Resolutions would kindly apply the 25% coupon code and reimburse you more money. Other than that, I'd say get the Envy 17 3D SB, they are starting to ship again. Hope the coupon still works:

Code: MU6192

KJ

 

Thanks Joe! I was thinking about that because I have seen so many get refunds off their purchases and i got an email today with a code MEGA25 but it didnt apply to my purchase. I think I may just take the $90 and keep thte Pavillion.

 

Lol that was their goal to begin with. Measly compensation.

 

Bag31 I agree with you about that. The fact that they lied to me about the products capability to perform in a certain manner would seem to me to be something that they would like to keep me from spilling out all over the web about their inept knowledge of their own products. I would have thought they would have offered a 25% discount to try and make me at least happy enough to be quiet about the incedent proving their ignorance of their own products functionality. They Should be ashamed of their tech support response to my inquiry. But they dont really care. Not once in their interaction did they say they were sorry until I read one guy the riot act and asked where I could get an RMA. I was livid when the guy told me he could transfer me to a department that could tell me how to accomplish the multi monitor task for a fee! But they dont care. The dont have a clue enough to care!

That being said I DO LIKE this computer. It is a great unit even though it is not what they said it was. Sandy Bridge is a real nice chip and I was able to get the 3 monitor functionality with a USB to VGA adapter from Ultra. Real nice unit and easy to use. Plug and play out of the box. Found its own software update also. Nice when things work as perscribed. I would be curious to know if the Envy can indeed run 3 monitors though. Im thinking I may keep this notebook but I may ask them to beef up the cupon on this for their deceptive practices.

 

The dv6 has switchable graphics. Are you running on the Intel chip? If so, try switching to the ATI unit and see if that works. The 6XXX series should support Eyefinity, which should be able to do what you're looking for.

 

The Eyefinity technology is what the Envy line uses and Im assuming it works as there is a video on Youtube with it in action. But believe it or not HP told me that none of their computers could run more than 2 external monitors. The eyefinity technology I believe will work on the Envy line because there is a MinDisplay port on the laptop and as I understand it this port is required as one of the ports to make Eyefinity work. I dont think Eyefinity is an option on the Pavilion though since it doesnt have the Minidisplay port. Dont know about the switchable graphich on the pavilion though. I will have to investigate that.

 

YouTube - HP Envy 17 EyeFinity Demo

 

KFL I saw that video a long time ago and knew that the Envy would run 3 monitors but I swear that HP support told me that they would not do it. As far as I can tell HP Support knows nothing about their laptops capabilities beyond the basics. And they will give out misinformation unknowingly while bouncing you around the support wheel. Its a shame with such nice products they dont have it together better on the support end.