Hp takes that long to repair a notebook?

I sent my laptop to hp because of a heating problem on July 31, turns out that today is the 18th and they still have my laptop, the status is the same, I call them and customer support doesnt know whats going on, they say the delay could be due to a backordered part or because they have many computers to repair...this is ridiculous, I was hoping that hp was like apple, I sent my defective Ipod today and I had it back in 3 days....I dont know whats going on but I want my laptop back!!

 

More then likely the part is back ordered. A lot of laptop manufacturers are having this problem currently, due to high demand and short supply (just check a peek at the Dell board for a worst case example).

 

what specially will they need to repair a heating problem? they may need to change the plastic bottom part or in the worst case, the fan...Thats not that big a deal to take 1 month!

 

I suggest that instead of talking to the HP CSR (Customer Service Representative), elevate your case up to someone higher up the food chain. I think its 2nd level technicians, not sure since I don't have an HP.

Anyways if the 1st level CSR cannot help you, talk to someone who is more knowledgeable such as 2nd level CSR's. If they still don't know then demand that you talk to the manager, if that fails then send an email to the president of the company.

Basically, if no one knows, escalate it to someone higher up, continue doing that until either you get an actual response about what is going on, and if that fails then email the president of the company.

 

Eh, I've got a part of my notebook that needs to be replaced and right now HP has no ETA for it! So I'm at one and a half weeks and counting, and my warranty states that my laptop is supposed to be serviced on the next-business day and no later!

 

Like I keep saying, HP support sux eggs. You'll get it back with all your programs & data wiped out, too.

 

*UPDATE* Today is Aug 26 and my laptop still there! now the changed the delivery date to September 9! and the pc is there since July 31st.....the funniest thing is that when I call them they dont know whats going on..they says the tecs are going to do their best to ship it asap but to be honest my hope went down...I think Im going to forget I have a laptop...

 

that sux man

 

I feel your pain. I sent mine in on the 28th of July, and I just got it back on Thursday, 3 days ago.

Call them every 24 hours, it seemed to help me...

 

Personally, I would ask them if they actually still have the laptop. In any event, you need to tell them that this is unacceptable.

BTW, as an update for me: my part was shipped, and UPS lost it so I'm not back on back order.

 

Next time you call, go with what Greg said, kindly tell them the level of service you are receiving from HP is unacceptable.

The highest person you can speak with in India is a "case manager". These are level 2 folks that are often referred to as "supervisors" by the lowest in HP (live chat, etc...). It's likely you are already speaking to one. The lowest person you can speak to in the States are Executive Customer Relations (ECR). These are the people that call you in a week or two after you email Mark Hurd and beg for his help. They get the ball rolling in India, but really do nothing themselves.

Case managers honestly have no way of knowing the status of your laptop any more than anyone else does. But they can request a replacement on your behalf. You just have to let them know (kindly) how frustrating it's been not having a laptop and how you aren't sure how much longer you can wait for the repairs to be completed.

If they misplaced the notebook (likely) or if the part is on extended backorder (also likely), they will authorize a replacement and get in touch regarding the specifications (they generally upgrade a few parts along with whatever is marked down or free on hpshopping.com). If it's due to just being busy, they will tell you sorry for the inconvenience, and you will have to live with it.

A replacement will take as long as a CTO takes to build and ship out from China, and you remain in the dark about the ETA.

 

One thing I would recommend to everyone that sends in their laptop to be repaired. TAKE OUT YOUR HDD!

Everytime I've sent my laptop in I've taken out the laptop and told customer service that I was taking it out. They are ok with it, and won't give you any problems. Anyways, people sent their laptops in for hardware problems correct? So therefore they don't need your HDD to fix it.

I hope this helps people in the future, because I know how important my data is on my laptop, and the time it takes to reinstall everything and change all my settings. So do yourself a favor and just take out the HDD next time you send in your laptop, its very easy and takes only a minute of your time.

 

Yep, my DV6000z took over a month to fix. Finally, i contacted a cso manager and they sent me a new dv6000z (more reliable motherboard revision), with a few free upgrades as well. This was in return for the old one (i wiped the hdd before i sent it back)

 

I just call them and they told me there were no case managers after 7 pm in the office but they will contact me between 4 and 48 business hours...lets see what happens...

 

You need to continue trying to contact them. HP (and many others) just don't call back.

 

Once you get a high level case manager, always make sure you are dealing with the same person. Things get messy when multiple support personnel jump on the case.
A high level case manager is usually a local person, not from India. They should have a direct number so you can always reach them. Like what Greg said, they will not call back until a status is available, so you will have to call them.

 

*UPDATE*
I called them again this morning, this time I got transferred to someone that told me they were going to send me a new one, since they dont make the
v3000 anymore, they said they were going to build a v6000 for me, I told her to make sure the notebook had AMD 64 x2 and my 2 gigs of ram, that those were the specs that most matter to me...she gave me her number in case I need to contact her and thats it... she also mentioned that I would have to wait 2 weeks for the laptop to be built...now Im blank again sice I wont have a way of tracking the process or anything....HP!!!! I hope they improve their service one day....

 

Remember one thing when you call any customer support line, there is always a supervisor on duty that can help you more than the rep. That doesn't mean that the higher up managers are there, but at least you will be able to talk to someone that has more of a influence and more capabilities to help you as a customer.

 

well i sent my notebook in a dv6338se speciel edition in because i tryed to upgrade it myself and some how damaged it it needed a new motherboard well i had the accidental warrenty so i sent it back in on the 30th of july well on the 29th of august i was like " omg WHAT THE ****ING HELL IS TAKEING THEM SO LONG " so i called them and was klike " casemanger please " not taht simple but the case managed said i could replace my notebook with a new one they wanted to give me a dv6000z which is what i had but i wanted my special edition finish for i got a dv6500t my origonal specs were a turion TL-56 1gb of ram and nvidia 6150 there sending me a notebook with a T5250 nvidia 8400mgs and 2gb of ram plus i get to keep my origonal 12 cell battery that came with my laptop and my charger the reason for long repair was backorderd motherboard also with my desktop it broke twice in a short period of time so they replaced it with a refurbished desktop that was at $600 but origonal value of $1200 well they sent me a new version of the desktop plus it had a athlon 5200+ in it not a 5000+ like it was suspoed to have overall its fine if hp screwes up if i get a benefit of a better laptop in reality i dont even need the laptop i game mostly on my desktop the laptop was for fun well not it can game sort of on it one thing is HP will not replace your laptop with a diffrent modle number if you have a dv6000 you can only get replaced with a dv6000 you cant upgrade with same specs to a dv9000 or get a dv2000 or that stuff you get my point it has to stay the same screen size you might be able to replace a v6000 with a dv6000 though not sure

 

A quick tip to get your problems quickly redressed without having to repeat yourself in so many words each time you call a new support personnel...

... request the support ticket number and write it down, confirm that all that you told is recorded with the ticket and refer the ticket whenever you call them for a update on the progress...

I was able to get a quick replacement for my defective notebook by strictly adhering to my ticket that was created in my very first complaint call...

 

Well, they dont make the v3000 anymore, which was what I had, so they are going to send me a v6000 which is the closest model, the improvements over my old one are a tl-56 processor (1.8 g) I had 1.6g, and the imprint finish with glossy screen, a 12-cell battery and bluetooth,,,by the way, today is the 4th, the case manager spoke with me the 27 of august, Im stll waiting, I dont know how much longer are they gonna take.