I Never got laptop back from Repair Center

I sent my HP DV8000 (DV8310US) due to a cracked LCD Due from their last service which was a new processor and motherboard and hard drive. I Sented the Laptop in on January 3rd and today is the 18th I never got word from them no updates of any sort. i tried calling them they tryed to get me to a case manager but it hasnt happened. so im basicly dealing with either a losted laptop or something like that. Or they could be keeping my computer for the hell of it. What should i do?

 

Keep calling and keep demanding that you find out what happened to your computer. Ask to speak with somebody higher up if you must, but don't let it go by the wayside. If they keep giving you the run-around, just let them know your lawyer will be calling them, or demand a brand new replacement.

Good luck!

 

Find the tracking number for the package you sent and see what happened to it. If it was delivered, then you need to talk to HP. If it wasn't, then talk to the company that delivered it. (UPS, FedEx, DHL, etc.)

 

Like Think said, demand whoever is in charge to explain what is going on. That is a large chunk of your money they are holding on to. Be sure to be respectful though, as yelling won't get anywhere. If they keep putting you on hold, then simply say a legal advisor will be making your next call for you. Who knows, maybe you'll end up with a dv9000.

 

Hi sonyfxa36.
Maybe they trying to see how much you want your laptop to be repaired.Maybe they want you to pay more than usual in order to get it fixed.
Call again and and get angry. If you are in warranty force them and tell them that if they don't do something you will inform headquarters of HP for the service you get from this service point.
Tell them that your laptop it's been used for your work and try to say that you will use a lawyer for the damages you suffered. Have in mind that international laws protect the customer for the time that service point is bound to service your laptop (in reasonable time) and deliver it back . In european union this system already exists and many people use it as i read in Greek forums.

A small story
A friend of mine got his cellphone to be repaired in warranty.But accidently they missed the phone during service and they gave him a different phone at the end. My friend understood that something is going wrong with his device and immediately checked the serial number (emi). He realised that he was given a different cellphone. After a long period of discussion with the service point he didn't do anything and one day he decided to call again. He performed himself as a lawyer and told them : "hello i am the lawyer of mr Jim and i would like to inform you that he gave me the authority to proceed to you service company by law means in order to satisfy my client claiming a new cell phone"
The service manager: Ohh no there is no problem ,there is no reason to get into this process, we will see the matter again....bla bla bla .
The next day he got a brand new cellphone.

 

HP has 8 weeks to repair the Laptop and return it to you. However I do suggest you call and keep calling once a day until you get in contact with an HP Case Manager.

I sent my DV8000T in for repairs on December 22nd, and have yet to recieve it back yet. Today I finally got in contact with an HP Case Manager and they are sending a brand new DV9000T with a better processor (upgraded 1.83 Ghz Core Duo to Core 2 Duo) free of charge to me for the trouble. It seems since the DV8000T has been discontinued they are having a very difficult time finding repair parts.

If you are fortunate like me, they won't be able to find the part. However you will propably have to wait at least a month before they offer you this replacement policy, because they don't have to. Like I said legally they have 2 months to send you your repaired Laptop, and you can't really do anything about it except call them and ask to speak to an HP Case Manager.

Regards and Goodluck

P.S. I wouldn't advise using Greekputers advice, as when you agree to purchase the computer you agree to their warranty policies. This gives them two months to return the laptop as I said above. If you threaten them, they could tell you to go shove it and wait until the very last day of the 8 weeks there allowed and send you the computer on that day.

 

Did you buy directly from HP or a store.
If it is a store I would go bug the hell out of them, if it is HP you can try calling in with your case number (the 3217xxx.. number they gave you) and request an update. I can not remember the best number to call though
Also some states have laws that a warranty service is suppose to be performed within a reasonable time (about 10 business days), the laws go from state where the warranty request was made, not where HP is located. (California is the biggest pain for that law sometimes)

chances are they lost your laptop

 

What company did you use to send it with. Get a tracking # and make sure they recieved it first then call HP

 

You're lucky, since you got a brand new one. The case manager denied me asking for a new one since the repair center messed up my current one. He said it's against policy to hand out brand new ones.

 

I sent my dv6103nr in for repair cause of the famous cpu buzzing sound, I got it back 2 days later, but the problem wasn't fixed, so i called hp case manager number,(witch i hope you have) it's not the same as the regular one that transfers you to the other end of the world. The manager replaced my notebook with a new dv6129us! I originally paid for mine $379.00 and they replaced it with a $980.00 one, core2 duo...ect. Make sure you have the right number to call. Maybe I just got lucky.
Good luck!

 

So it's only been two weeks? Pfft that's normal. If you don't hear after a month, then it's time to worry.

 

Definitely call and speak to whoever you can. Be nice, but be difficult. Make them stay on the phone with you and keep asking questions. Every time they try to give you an answer, ask them if they are sure, etc. Eventually, they'll offer to give you a Case Manager, who usually are much better to deal with in my experience. If they don't offer, then ask to have your problem escalated to a Case Manager. Given your specific circumstances, they should do it with no problem.

 

whoa whoa whoa! i know what im talking about. im not stupid alright ive sented this laptop in 6 times already and i got it back within 3 days . They have to provide me a good reason why they would take this long to replace the LCD Screen. Serouisly it only takes about 20 mins to replace the whole LCD. Ive done it to my Dell Latitude D810 Replaced Backplate,Hinges and screen in 15 mins. Unless they have a reason like screen is on backorder or something.But still. if i didnt have another laptop id be pretty screwed, This is why i dislike HP.Their customer service is really bad, This is why im getting rid of my HP/Compaq NX9420(The one you see on the Sig.) Cant take it anymore.Its a nice laptop but i cant stand HPs service. Im going back to Dell. Im getting a Dell XPS M1210 to replace this laptop in my sig. now when i do or if i ever do get that HP DV8000Z back. Im just going to sell it. I rather have a tech support team who helps you solve problems. Dell helped em all they way even if it took a half a day. they helped me allot. Customer service is the most important thing. HP has goood prices but their quality is horrible and so is their service. My Dell Latitude D810 WWas trouble free.

 

You have a DV8000Z, it is a discontinued model. They have to order the parts, wait for them to arrive and then fix your computer.

I wouldn't be too hasty if I was you, I'd call support and give them all your information including your Case #, System Model and System Serial. Explain to them that its taken too long and you want to know why its taking so long. You will propably be put on hold for about two to five minutes while they address their supervisor and you will get an answer.

Now after that tell them you would like them to type up a case report and you wish for an HP Case Manager to contact you as soon as possible. Be sure your phone number and e-mail are both correct and that the technical support has them. Within 48 hours you will recieve a call and/or e-mail from the Case Manager and they will also provide you with a private telephone number to contact them.

The reason the repair is taking so long is because the DV8000Z is discontinued and they are having a serious issue with parts. Once your case is escalated to an HP Case Manager you should have your laptop fixed and sent back to you within the next few days. On the offnote that they continue to have issues repairing your laptop they will send you a replacement model of equal value, which would be a DV9000Z. The DV9000Z is so much nicer than a DV8000Z its not even funny. Also normally they will do a free upgrade to a Core 2 Duo of the same Ghz as your Core Duo processor was as a way to say sorry for the trouble if they cannot fix your DV8000Z and offer you a replacement DV9000Z.

Normally it is against HP's policy to send a new computer, but when they cannot fix your computer and it is under warranty, they have no choice to do it due to their warranty policies.

I'd give it some time and get in contact with an HP Case Manager.

As for Dell being a better solution, several friends of mine have ordered Laptop's from them and they didn't even give them the components they paid for. And when they called tech support they refused to allow him to send it back and get the proper components. Eventually a lawyer was brought to the table and he got his computer fixed finally after about 3 months of hassle.

Long story short, Dell's support isn't anything to brag about either. HP actually has very good support you just have to know how the system works.

As soon as you get in contact with an HP Case Manager you will get answers, and fast ones at that.

Regards and Best Of Luck