PC World & HP Customer Care (Thumbs UP)

Hello,

I just thought I would let people know of the excellent care that I have had from HP (UK) & at last from PC World.

First of all I bought my laptop in August 2008 and it is a superb machine-yes I know it has dust in the Infinity Screen but it (the dust) is so small you have to really try & find it. The machine is superb at playing games (X3:TC at the moment) and is lightning fast. All in all, extremely happy.

That is until last week when I turned the machine on via the AC adapter and the charge led light started flashing. The battery icon in the sys tray showed that the ac adapter was not recognized and that the battery was nearly discharged-not good I thought. I turned the machine off, took out the battery, pressed the on/off button for over 30 seconds (to reset the Bios) and inserted the ac adapter-unfortunately the laptop did not turn on. I reinserted the battery then plugged the adapter back in and the flashing commenced. NOT GOOD.

I phoned up PC World and informed them of the symptoms and there reply was that this is not covered by the 12 months warranty. Enraged I sent an e-mail to HP (UK) explaining the symptoms and what PC World had said. I went on about the age of the laptop the fact that this could be a defective PSU or the adapter and as such surely this should be looked at. HP replied the very next day and agreed with me(!?). They asked if I could try and check my laptop with another adapter? Unfortunately this is not as easy as it sounds, I am disabled and rely on my wife to ferry me around. Also the only place I could go was PC World (hmm)! Today after another e-mail from HP I got the laptop to PC World and the person I saw was brilliant . He checked the battery (fine), the AC adapter also fine and said that the laptop would have to come in for repair as its possibly the PSU or the charging board of the laptop. He also pointed out that if I left the laptop with him it would take around 14 working days minimum however if I rung up this number for The Tech Guys, the laptop would be collected and returned in 10 working days fixed!
I have just rung the number and they are coming to collect it.

I suppose the moral of this is to keep trying and not just take the first answer your given! My warmest hugs and thanks go to Paul at HP (UK) and to the nice man at PC World.