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    My experience with my "extra care for envy 3d" from HP

    Discussion in 'HP' started by unpilot, May 22, 2011.

  1. unpilot

    unpilot Notebook Consultant

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    I was one of the rifst owners of the Envy 173d. While in gernaral I liked the machine and it did what I expected....I ran into a problem with the keyboard last week. For some reason the top row of number keys stopped working.

    So I thought "well I bought this machine and they have a dedicated line so let me call and see what HP can do" The dedicated line is not to be found...at least by me. I think the help section of HP's site is a jumbled mess.

    I did manage to start a live chat session with HP and after a few trouble shooting attempts we prove it is a defective keyboard.

    Here is were I believe HP is crazy. They will not send a new keyboard because it is considered a non user replaceable part. However they will gladly sell one for 100$

    I have had the keyboard out and it is 5 screws and 2 ribbon cables. Takes all of 5 minutes to do.

    I explained that I cant be without the laptop for the time it takes to send it in and have it returned. I offered to send in the keyboard to them and wait for a replacement...no go. It is not user replaceable period.

    If a company has a " dedicated line" what good is it if you can't reach it and even if you can you are read the company line?

    Now I will need to purchase a keyboard from eBay or somewhere and replace it myself.....even though it is not user replaceable.

    Not a good experience from one consumers point of view
     
    unpilot, May 22, 2011
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  2. MiRRe89

    MiRRe89 Notebook Evangelist

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    Did you check some of the manuals and the papers that came with the laptop? I think there's numbers and stuff that are for the Envy, someone correct me if I'm wrong but I recall seeing some thing like that when I opened my box.
     
    MiRRe89, May 22, 2011
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  3. vsherry

    vsherry Notebook Evangelist

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    I was once able to get them to send me a wireless card, which is also not user-replaceable. My case manager overrode it since I had already been through hell and allowed them to "capture" my old notebook.
     
    vsherry, May 22, 2011
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  4. spencerp

    spencerp Notebook Evangelist

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    I'm pretty sure they require you to send in your envy for any warranty work.
     
    spencerp, May 22, 2011
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  5. eafd

    eafd Notebook Deity

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    Well, if you send it back, the guy that does repairs will usually fix up anything else that might have something wrong. For example, they guy that repaired my Envy's fan also replaced the mobo battery because the double sided tape was coming off. (too bad it's coming off again, though.)
     
    eafd, May 22, 2011
    #5