Is this right – HP issues with replacing my laptop with warranty?

I have a dv4000 (4224TX) (AUSTRALIA):
•Processor Intel® Pentium® M Processor 760 (#) supports Enhanced Intel® SpeedStep Technology (2.0GHz, 2MB L2 cache, 533MHz FSB)
•Display 15.4" colour TFT WXGA (1280 x 800 resolution) BrightView
•Graphics ATI Mobility Radeon X700 Graphics (128MB video memory)
•Hard drive 80GB (5400 rpm)


After purchasing this in February 2006, it had issues of over heating and graphics card playing up. Over a period of time, I dad to drive over to Clayton NCSS repair station on two separate occasions to get it serviced.

After a about a month of getting it fixed being the serviced centre, HP directly rang me up saying this needed to be replaced. I said ok fine – and they would get back to me.

Now today they ring up saying that they don’t have my (dv4000) in stock and it would take a month to replace. I told him that I couldn’t wait that long and could he offer any other model comparable. He said it was only two options: that above or receive a credit. However receiving a credit would not be best for me because I had bought this laptop under staff discount plus salary sacrifice from a friend.

I just find this whole situation bemusing. I have read they can other you other models comparable. Now after all this, this is the best they can offer.

My question is, has anyone else had their laptop replaced? And if so, what happened? Also any suggestions on what should I do would be much appreciated – because I’m really just sick and tired of this whole experience.

Thanks for your replies in advance,

Rich

 

Ok - well I have an update. HP rang again and offered three choices:

1. Wait for stock to arrive.
2. Go to the retail store you purchased from and get it from there.
3. Receive the dv5200.

Now the dv5200 specs are:
Processor type RD592PA: Intel® Core™ Duo Processor T2250
• 1.73GHz, Level 2 cache 2 MB
1GBDDR2 667MHz(2 x 512MB)
100GB5400 rpm
NVIDIA GeForce Go 7400
Video RAM RD592PA: Up to 128MB discrete + 128MB shared memory for >= 512MB system memory
RD531PA: Up to 128MB shared with >=512MB system memory

Is this comparable to my old laptop? I have read that the x700 is still faster than the Geforce Go 7400.

I told him about this – and he believed this was the best they can offer (model wise). Also he stated that HP believe the 7400 was actually faster than the x700.

I told him I was going to have to get back to him.

Thanks,

Rich

 

Are they offereing a full refund?

 

yeh they are - however i'd only be getting back the staff discount amount (also salary sacrificed). So i guess it might not be worth it?

 

if the laptop they are offering you could be sold for more than the refund they are offering you...i'd take the laptop.

otherwise, take the money.

 

heh...here's a thought. if he wants to play as if you're dumb, tell em you don't want a computer with a slower processor. i'd guess they were about the same speed, but if he doesn't know about graphics cards he sure doesn't know about processors.

you could instead point out to him this website's sticky on graphics cards...that'll show him

 

This is useless.

Gave HP another call, only reiterated the fact of credit, hp wait a month for the same model or get the dv5200.

Wouldn’t let me speak to the supervisor and only said couldn’t do much better. Just basically nothing and he also hanged up on me (as I was asking him who I can speak to).

Looks like I might just wait a month to get a replacement?

I guess going to have give them another call tomorrow and keep hounding.


Rich

 

Ask them to extend your warranty, they're basically wasting a month of your time.

 

at this point i'd take the money and go elsewhere. i wouldn't take a 7400 over an x700. they know they have you, so be patient (and consider filing a BBB complaint while you wait that month)

 

I believe i'd probably only be getting back around approx AUS$1,000 (Notebook bought via salary sacrifice and staff discount via friend). If i get my money back, the salary sacrifice and staff discounted (1 per financial year) would be wasted because i have used it up on my original purchase?

If I wait for a month to get the dv4000 again, doesnt that mean that the new laptop would have a full years warranty on it upon receivement?

Thanks again for your replies,

Rich