New dv9700t...should I return it?

Hi everyone,
I ordered a dv9700t on March 24 and I got it early April. I really like this laptop, but it arrived with a few cosmetic defects. The first thing I saw when I opened up the lid was a scratch that went all the way through the imprint finish (located to the right of the touchpad). I was a bit disappointed but decided I didn't mind the small scratch considering the deal I got on it (I used a $500 off coupon). However, after looking the laptop over closely I can see evidence of rough handling during assembly: small dings/dents on the left corner and on the surface where the touchpad is located there are dents that are visible when light hits the surface so you can see the reflection. I don't mind the slight cosmetic defects but I am more worried about how roughly this laptop was handled during assembly (I did not purchase an extended warranty on it and the return period is quickly going by). I just visited hp.com and see that they have adjusted the prices on some of the components of a custom configured dv9700t and I can now configure this identical laptop for at more than $100 less assuming I can still find a $500 off coupon. I would rather not go through returning this laptop but I would really hate to have something fail on it a few months down the road due to rough handling. What would you guys do?
Thanks
Dan

 

I bought two HP laptops over the last two months. I returned the first 15.4 inch one because I wanted a 17 inch model and because the $500 coupon came out.

Both laptops arrived in mint conditions and I have had no mechanical problems. I have had one as of yet unresolved software issue (I assume). See my post on "Missing Thumbnails in Window Media Center (WMC) on 2nd Drive Only" if interested. I don't think this is an HP issue but some problem with compatibility of my software or a Vista bug affecting communication with the second drive.

In the last two months I have seen HP run the $500 coupon three seperate times and a comparable 30% off coupon once. Hopefully you won't have to wait long for another similiar discount. They also may just be able to exchange the machine for a new one at the same price given the damage upon arrival.

I personally would not accept an offer of repair of your current machine. From the number of HP service horror stories I have read on this forum I would avoid at all costs going down that repair road when you still have the option of return and reorder of a brand new machine available to you.

Call HP and ask for a new laptop for the same price. If they refuse, then send it back and reorder when another $500 coupon comes out. For what you paid for it you deserve a mint machine! I don't think I would want to risk keeping it and have other damage surface past your 21 day return window either.

Good Luck!

 

You have 21 days to return a laptop, not exchange. That means if you want another one you need to buy a new one, and only the current promotions apply. You won't be able to get any deals or coupons that you previously used unless they are still valid now.

I've been through a few returns with HP, and I think you are better off trying to avoid dealing with it. The best thing to do is to test out every part of the system, and make sure it all works. Give it a good burn-in test using something like SiSoft Sandra. Use the wireless by copying some large files around. If that all works, you should be in good shape.

 

Did you have problems with your returns?

I have returned two laptops. The first was cancelled before the laptop was shipped. I did have to pay in full each time but received a prompt full credit within a week. On the second, actual laptop return, they credited me before the laptop was received back at the factory. I do admit that may of been an oversight on their part, but still excellent service.

 

No problems per se, other than that you need to wait another month every time you return and get a new one.

 

If you can afford the cash outlay of two laptops for a week or two you can have the replacement within 8 to 9 days after you make the order. The only problem is the availability of another $500 coupon. If you add the delivery time to the 21 day return period you will have a month after your order to take advantage of any discount that comes out. HP will refund the difference if a better price becomes available during that period.

There is a risk that the best discount may not be offered in time. Over the last two months I have been following it, the $500 coupon has been offered three times and the 30% discount once. Prior to that time I don't know how often the $500 coupon had been offered.

I guess it depends on how soon he needs a new laptop and if getting one in mint condition is worth the replacement.

 

That's the problem with CTO units. Preconfigured units can be swapped out easily if it arrived DOA as they can just get it from their existing stock without having to build another from a factory.

 

True, one must wait to get a machine built just the way you want it.

 

hmmm... where do we get this $500 coupon?!

 

www.hpbestbargain.com, when they are available.

 

I had already spoken to an hp case manager about my situation and at that time said I would prefer to keep the laptop than wait all the extra time to get a new one. He said he would note the cosmetic defects and possible rough handling in my case incase any problems did arise after the return period. However he said that I could change my mind and decide to return it at any time within the 21 day return period. It seems to me that if a laptop came damaged out of the box like mine, hp would apply the same discounts available when I purchased the original laptop to the new one, guess I will have to give them a call on Monday. Is the return period from the date that I recieved the laptop or the day that it was shipped?

Are you saying that I could configure and order a new laptop on the same day I put the original in the mail to return it? In other words I wouldn't have to wait for my original laptop to make it back to HP before I even ordered a new one? Is HP's refund policy pretty much guaranteed as soon as they recieve the laptop?

 

HP's return policy is this: Within 21 days you can return it for any reason. That's IT. It's not a replacement policy. They will not replace it because of a problem or give you a new one for any reason. If you want to still have an HP laptop, you have to buy another one, and wait for them to build it, etc...

The only other option is to send it in for a warranty repair, in which case you'll be without the system for a while, maybe a month, and hopefully it will come back fixed.

 

The 21 day return starts from the delivery date. If you call up and ask for a return they will give you a Return Authorization Number with a prepaid return label. You will then have 5 days to drop off the laptop at FedEx. Just pack it in the original box and drop it off at a Kinkos. I would make sure you make it clear to the representative when you request the RA # that the damage to the laptop was done before it arrived and that is the reason for the return. I wouldn't want to get a problem from the factory when they inspect it.

The new laptop and old laptop are seperate transactions. You can order the second one whenever you want as you will have to pay in full for it. This means of course that you will have to outlay the cash for two laptops for a short period of time. Once the returned laptop is delivered back to the factory you will receive credit for it. As I mentioned earlier, my refunds were prompt and hassle free. I can't speak about others' return experiences.

If paying for two laptops isn't a problem, order your new one now and wait to close to the end of your 21 days to request your RA #. Then wait 4 days to drop it off. Depending on when you received your laptop this will shorten the time you are without one. Bear in mind, as I have already explained, if there isn't a good coupon available you will have to pay full price for the second laptop. Hopefully a $500 coupon will run before 30 days have passed from your order date so you can get your refund. I suppose, if one doesn't run you could return the laptop anyway and reorder again until the coupon comes out. It is a bit of a hassle. I personally would spend the time to get the laptop I wanted in a mint condition.

Good Luck!

 

HP also told me that they would REPLACE my new dv9700t with the same deals ($500 off) that I used. They would charge me the difference in price and then credit back the difference to my account when the new laptop shipped.