Pleased HP Customer

My wife owns a HP Pavilion dv9030us since Nov 2006. I purchased the 3yr extended warranty with accident replacement.

A month ago, I noticed the LCD would not power up after the notebook woke up from sleep mode (where sleep mode was induced by lowering the lid). I spent less than 1 hour on the phone from the time I called HP to the time I hung up with them. It took a day to receive the FedEx return box and another 7 days to receive it back repaired.

The notebook had the LCD replaced. It was returned with no obvious external damage and was cleaned thoroughly by HP repair center.

I have to say I was pleasantly surprised with the repair (judging by the horror stories I've read in this forum) and hopefully any future repairs go just as smooth!

 

Theres lots of horror stories here because this is where troubled people go.

HP's repair service can vary person to person but its good to hear success stories here once in a while

 

Which repair center was it shipped to? I know there are centers in TN and TX and perhaps others.

 

I believe it was in California.

 

Thanks for posting your positive repair experience. After reading the numerous negative postings on this site it is very reassuring to know that they do indeed happen.

 

http://consumerist.com/5008114/hp-denies-your-warranty-accuses-amazon-of-selling-you-a-fake-laptop

Not everyone is pleased.
I would not even believe the above account if I had not experience similar treatment by HP. HP Support told me they would not repair my brand new notebook because I purchased it from a vendor and not direct from HP. They stated that it could have been damaged during shipment.
This is for a defective keyboard that was defective when the laptop was removed from the box.

 

Amazing.
That just sealed the deal.
My current laptop is the first and only HP product I'll own.

 

more proof that they only care if you have purchased the accidental damage/extended warranty plan.

 

I absolutely cannot believe this after my horrible experience with HP repair. So let's be truthful, do you work for HP?

 

I honestly haven't had any bad experiences on the phone or chat and with business class support or without it. So far I've owned the X1000 and now the 8510p. I've called and chatted more than a few times. That said, I'm sure there have been people with bad support. However, I remember someone pulling up all the various "I hate company X" threads and there were plenty from every forum on here. As flipfire pointed out, this is a tech help thread so we don't usually get "I'm happy with company X" posts. Don't think just because someone is satisfied that they must then work for whatever company.

 

"http://consumerist.com/5008114/hp-de...-a-fake-laptop"
"I absolutely cannot believe this after my horrible experience with HP repair. So let's be truthful, do you work for HP?"

I suppose you also think we never landed on the moon, little green men are living among us and bush is a good President.

Snap out of it.

I have 3 HP notebooks and each one is just fine. Heck, 2 are even over clocked, one has been taken apart into little pieces by me and put back again.

If you want a company to hate, here are are two and with a real reason:

http://www.nlcnet.org/article.php?id=559

 

I've never had a mechanical failure from any consumer HP/Compaq laptops I've owned with the exception of a bum power adapter right out of the box (which I replaced at my own expense so I didn't have to deal with HP Support). I'm on my sixth HP laptop, and the previous five are still running today.

Whether I'm just lucky or the odds are stacking up against me remains to be seen. I was not so lucky with my first laptop (a T20 Thinkpad), as the screen started going after the 2nd year (and got progressively worse until I finally bricked it). I'm not anti-Thinkpad because of it, as it was just a fluke that happens on mass-produced electronics. It just sucks when you are the person it happens to.

 

I am happy with HP fixed my notebook when I returned it to store where I bought it and it took a week to fix...no damage to my notebook. Thank you HP

 

No, I do not work for HP...now or never. I do not know anyone that works at HP either. I guess I just lucked out.

 

Yep, HP took care of me, too. Replaced my dead ZD7000 with a brand new DV9700T because it was in the repair center for more than 3 weeks. I understand not everyone has had positive experiences (and, to be honest, it took a little legwork on my part) but overall, I'm satisfied. As mentioned above, just take a look at other forums and you see lots of horror stories there, too.


Also, the business computers must be built differently, I think; I use a Compaq NC6230 laptop at work and it's a flippin' tank. I do stuff with it I would never do with my own laptop (not abusive, just stuff like hibernating it over and over, for weeks at a time withou restarting) and it just keeps chugging away.

 

I hate the fact that I obtained three defective brand new notebooks in a row.

I hate the treatment I received and lack of professionalism I encountered on 14 out of 16 calls to HP Support.

I dislike the attitude of the case manager I had to deal with the 1st time and appreciate the courteous manner of the second case manager.

I really like HP notebooks when they are not broken.

I believe 100% that HP needs to improve their support and improve quality control.

I still own an HP!

Consumer Reports just ran a story on quality of support and HP was last.

It is not how well HP solves the problems of people who's pcs never break, it is how well HP solves the problems for customers who's pc's break that is important.

And sure, you can't make everyone happy, however, I'm a fan of HP despite the problems I've had and I just want HP to improve.

 

Hi, I think your experience with HP is normal ,many of people talk about really scary horor stories are either extremely unlucky people or kinda people who are easily manipulated or even exaggerating it.

So don't worry about HP service and most of time, they are good, especially when you 've got extended warranty.

I think only these people who are not happy talk about it or even exaggerate it, but many of us who are jsut fine with HP or any brand no need to write bout it......so some people may get horrible impression of a big brand like HP but actually, the company provided one of the best service systems around.

PS. your photo of Maiami is amazingly beafutiful , I love the blue sky , the color is so deep and clear.

 

well, think about it how many more laptops HP ships in compariosn to any other brand , so lately rated bad.

and HP is a big company this means , HP has to deal with many types of consumers even with these people who do NOT even know how to install Vista driver , XP driver .etc....I believe Lenovo, Dell or ASUS never has to deal with this kind of naive users cause they are more prosumer brand with more demanding users who likely to customize theirs.

as such , HP can not avoid rated bad by you know? and do you really trust any kind of consumer report?

I dont and I just trust my own experience.

and as I believe HP is fine.

 

I agree with you, HP is fine, but I would qualify that by saying it depends on how the product is going to be used.

I have to admit I checked this forum prior to purchasing my wife's Pavilion and decided to buy the extended warranty based on the stories I read. We have now had to make two claims, one for a battery and one for the LCD. If I had a chance to purchase all over again, I would still choose HP, but I would opt for the business line. The Pavilions are too fragile for a student who takes them to school daily.

My Pavilion dv9260 is almost as old as my wife's notebook, yet it is in considerably better shape due to it's light use around the house.

Btw, I can't take credit for the picture of Miami. Although the skies are normally clear here, they are rarely that brilliant a blue. I suspect the photographer used a polarizing filter.

 

I think the problem is that people expect good service, so when they receive it, they don't go out of their way to inform people about it. When they get poor service, however, they are angry and want to ruin the company's reputation. It's very rare to see a thread like this (which, ironically, was in response to all the negative threads about HP customer support). While all this negativity might paint an incorrect picture of a company's customer support, it can only be good for the consumer, as it makes the company want to improve their customer service, regardless of how good it is now.

 

What excuses would you make for HP in for the experience I've had?
3 new notebooks, all three defective hardware out of the box. Not due to abuse, not due to wear and tear, not due to user error or lack of knowledge about software.

Then I have HP refusing to honor their warranty as they say vendor is responsible since the notebook was not purchased direct from HP. I asked the vendor for assistance and they have stated they are having issues with HP at this time and not just with my product. The vendor I'm referring to is one of the most trusted and well regarded online seller of pc's and electronics in the US.

I'm amused at the "I just trust my own experience" comment. You must rely on the experience, advice, and knowledge of others for something, don't you? Or do you distrust everyone and everything?

 

It is very difficult to objectively determine what the actual repair reliability is for HP laptops. If you have had a positive experience you would view them favorabily, a negative one, badly.

The number of negative reviews on this site certainly suggust some people have been treated very badly. As to how large a percentage these negative claims represent is very hard to guage with any real accuracy. I would tend to conclude that HP should be doing a better job.

I would be very interested to see the Consumer Report Article that was spoken about.

And I am also surprised that a lot of these people who have been treated so badly for so long don't immediately go down and file a Small Claims Court Case. Big corporations count on dissatisfied customers just giving up and going away.

Small Claims favors the consumer, is very easy to file, and will usually elicit a prompt favorable response. Nothing gets a recalcitrant corporation's attention like being served a summons. They know it will be costly to pay someone to show up in front of a judge and that a loss is likely. Most of these cases will never go to court, offers are made and quickly settled. Sometimes corporations need to be "encouraged" to do right by their customers.

A clear written record from the get go is very important. Just in case, before any problems arise, keep track. Document the names, dates and times of every call and what was said with all contacted representative. You need to demonstrate that you have made a Good Faith attempt to resolve your problem and that HP did not. Be honest and don't embellish.

I would also take some pictures of your laptop before you send it in for any repairs. If it is returned scratched or damaged you then have proof it was done by HP.

You can google "HP small claims court" if you want help with who to name in the suit. I saw a good article under Linux that contained all the filing details.

 

Now I know you work for HP. For starters, your "little green men" comment is juvenile, completely irrelevant and displays an inability to think rationally, exactly like many HP repair reps I've spoken with. Because I criticize HP repair service I must believe in "little green men?" Yes, that is a very mature comment that might make a lot of sense - to a ten-year-old. No one launches into personal attack mode on these boards - at least not in defending a corporation like HP - unless they have some personal stake in it. So consider your cover blown. I had a heat sink fan fail after several HOURS of use - guess that's due to operator inexperience. And HP repair damaged my laptop further while it was in repair. I guess you 'll have something positive to say about that...