Requesting a replacement.

So I bought my first laptop October 2006, a DV9074 which have served its purpose very well, I absolutely love it but the ownership hasn't been trouble free.

Last year in May after returning to Sweden from Orange County, I felt that the laptop was running incredibly hot with the fan constantly in full motion, so I sent it in to HP. Got it back with a letter from HP claiming that the fan or heat sink had been obscured by dust, and that they had given it a good clean. Not only that but HP claimed that the temperatures were well within the regulations. I personally know that it wasn't obscured by dust, after all it was just 6-7 months old. Still, the supposed clean they have given it, I didn't notice any difference and it was still running hot.

4-6 months later disaster struck, the graphic card had turned to toast and the laptop was unable to display anything thing at all. Like previously Sweden's HP team were very helpful and offered superb service. The laptop got picked up and returned after 2.5 weeks with a replaced motherboard.

Having it back on my desk I disappointed to see that the power button light was blinking and that only the left speaker was working. In other words, there was a glitch. guess what? I sent it in and got it repaired after 1.5 weeks.

A few weeks later the AC power indicator stopped working properly for some mysterious reason. But I didn't care about it because it wasn't major and also my warranty had run out.

Studying in abroad in London, I woke up to a heart breaking experience. I turned on my laptop, heard a long beeps followed by two short beeps, my graphic card was fried. I was completely devastated, especially since my warranty has run out and I'm in London and would have to return to Sweden in order to get it fixed. Additionally my battery needs to be replaced since it only works for maximum of 15-20min which is rather odd considering that its not that old at all.

Right before I was going to leave the house I turn it on, and the screen lit up!!!

Some of you might know that HP is extending the warranty service for some laptops with 12 months, particularly those suffering from a non functioning AC indicator light and issues with their laptop not displaying an image.

So after the finals are over I'll be sending my HP back to Sweden and use this extended warranty as a was to request a new laptop. After all my laptop is now going to be sent in for the FOURTH time! Mine is a lemon and having to constantly send it away for a few weeks is a pain in the ass for me since I'm a student and a writer for a website. As much as I love my laptop I'm ready to part with it and opt for something which runs an intel processor and a smaller screen. Don't want any more heat issues, I'm even considering a business laptop.

My question is: Have I gone through enough trouble to qualify for a replacement??

I'm not one of those people requesting a replacement in hope of getting a more powerful machine. My specs are still good by today's standard and all I'm after is a well functioning and reliable laptop, especially since I paid a hefty €1 250 for this laptop.

 

It can depend on the case manager, so be nice.

The lemon law says 3 repairs then a replacement. Some case managers seem to refuse to follow this and try repair it for longer.

The fiscal law says if they cannot repair it, they can either replace it, give you store credit or give you a full refund

But yes i believe you should be entitled to a replacement notebook

 

It had a heart attack today as well. Was hung up, felt ill and woke up at 08:00. Turned the laptop on BEEEEEEEEP BEEP BEEP, screen pitch black. Later on at 14:00 the screen magically worked but I have no idea how many lives it has left. So i did a little research on the net and apparently all HP products come with global warranty, and I also remembered that I did in fact buy a Pavilion because of Global warranty coverage.

I just finished writing an email to HP to bring on the coffin. I feel much more calm now since I was worried that I had to head home to Sweden to get it repaired. HP customer service is superb in Sweden and I have no idea what to expect of the Brits, especially since I have read countless of horror stories here. Wish me good luck!

I'll keep you guys updated on this.

 

im pretty sure HP doesnt have global warranty for consumer notebooks, only business notebooks

have you checked the HP recall/extended warranty page to see if your model is listed?

 

Almost all their products are covered by global warranty which isn't that surprising since many other computer manufacturers offer global warranty coverage. Yes I've checked that my laptop is listed, infact HP sent me an email notifying me that a product I own is listed.

"Most HP products sold on or after 2nd August 1999 are provided with Global Warranty cover. HP can provide warranty service on your product in any country where we have a service presence (either provided by HP directly, or via HP accredited Service Providers) - currently this amounts to approximately 150 countries worldwide."

Read more here

 

They do. Even your dv2637 has international warranty.

However, some US models do not have international warranty. As far as I know, all products sold outside the US have international warranty.

Refurbished products may not have international warranty.

 

Update

So the weekend was disastrous especially since I have a report to hand in on friday. During the entire monday my laptop wasn't working until I was ready to hit the bed at 23:30. Since I really wanted to get the report done at home, I left the computer on over the night in fear that I wouldn't turn on in the morning.

Either way I just got off the phone with HP and got to experience their global warranty for the first time. It all went smooth, just had to give him my serial number as such. We did some diagnosis on the battery and I told him about the heat/fan issue, LED power indicator and the problems with the graphic card.

Apparently HP doesn't have a server where offices around the world can access information about a product you might have turned in for repair in a different country.

He told me that they can take it in for service but I said that I want a replacement. He put me on hold and came back asking for dates for the three previous times that the laptop had been serviced. Was was kind to offer me a new battery ASAP but I turned the offer down insisting that I want a replacement.

The customer service team here in the UK will get in contact with HP in Sweden to verify that the information I've given is correct. After that they'll get back to me and we'll proceed from there. So I guess that my chances for getting this plagued laptop replaced are high. Wouldn't mind a HP 8510p

 

Update:

The guy I called on Wednesday last week never got back to me. Further more he said that he would put everything I mentioned into my log.

A little annoyed I called HP on saturday and had to repeat my entire store once again. Was told that HP Customer Service team would call me on tuesday at the latest.

Since I badly need a laptop I called them yesterday and had once again to repeat myself to some tech guy. Got put on to the customer service team and a woman told me she would go and verify my info and get back to me the same day. Guess what, she never did.

Called HP today during the morning to find out what's going on and apparently they are working on my case and was told by a tech guy that they will get back to me in a FEW days! That made me furious since I called them close to a week ago. It feels like I have been talking to a wall for the latest 7 days.

I will definetly give them a call them tomorrow morning and then I will want to hear good news. Otherwise I will demand to speak to a manager or someone with authority.

BTW. Now my laptop hasn't been working since sunday afternoon. Through out last week a new problem emerged: Everytime I power up the computer the wireless adapter seem to be lost and doesn't pop again until 15-30 minutes.

In total these are the problems with my laptop:

*Overheating
*Battery needs to be replaced and doesn't work longer than 20minutes
*LED power indicator not working like it should
*GPU seem to be toasted
*Issues with the WiFi card

In other words a very sour lemon.

You can pretty much colour me upset and annoyed. This is not the customer service I accepted. What has annoyed me most is having to repeat myself and call in countless of times. It feels like they don't care at all. Tomorrow when I call in I'm not going to play "Mr. Nice and patient customer". If they tell me they are still "working" on my case I will demand to be handled by a manager throughout my warranty process. A case manager will be demanded as well since they, for some stupid reason haven't assigned me one eventhough they keep asking me for customer id number everytime I call in.

They don't seem to understand that I'm a university student who use my laptop as my main academic tool, especially now a handful of course works are due.

 

Escalate the matter so a case manager will deal with it (not that hes any much better). Dont bother dealing with the level 1 monkeys. Seriously, just escalate it and get somewhat better response. Do this if you dont get anywhere on your call tommorow morning

 

Does the DV9700T sold in the US have international warranty?

 

Today I was assigned a case manager, the same customer care worker I spoke to yesterday. She told me that she was working on my case and that she just needs to confirm that my laptop has been inf or repair three times before. That made me quite upset since I a guy I talked to last week on wednesday told me that he was going to do just that and then call me back, but he never did. I was told the same thing on monday.

But while on the phone I did a god job keeping my temper in control. I told her that it was my 5th call to them regarding my laptop, and she ASSURED me that she will get my information confirmed and call me back TODAY. I spoke with her at 10:20 and it's 15:41 right now. If she doesn't call me back before 20:00 I will go medieval on HP over the phone and ask to only be addressed to by a manager of authority in the future. HP customer care is haning on the loose string and this is going to be the final straw.

 

they will tell you whatever just to try get rid of you so dont hold your breath. Call back now

i doubt youll get past the case managers. If you do, then you deserve the HP sections medal of honor

Their system is set-up so the case managers will handle escalated matters. The only way your gonna speak to someone higher is with legal representation

 

Since I can't call HP from my cellphone I had to go all the way back to make the call. Called at 17:25 but was told my customer complaint case manager Carol was busy speaking on the phone. Was told that she will probably call me tomorrow, but I won't be sitting down waiting. I will call her, first thing tomorrow morning at 08:30.

I'm furious and can't beleive she didn't call me eventhough I told her everything I have been through. Mr.Nice is over and tomorrow I won't be speaking politely at all.

Tahnkfully I bought the laptop in Sweden where consumer protection is superb. When ever you buy a gadget you get 3 years of consumer protection which is pretty much like warranty and in extreme cases(like my) you have the right to ask the retailer for a new product or even a refund. That is something I'll definetly do if I don't have a new laptop in my hands by the end of May and then I'll ask for a full €1 250 and buy a Dell XPS 1530. I can't return to Sweden now since I've got finals coming up, but after that around the 27th of May I'll be ready to head to Sweden for a new laptop.

This is my diary folks. One day consumer rights will triumph.

 

Day 7
Called Carol two hours ago and amazingly she got back to me within 30minutes!! How is impressive is that. But what she told me was disstressing. She told me that on their computer it states that my laptop has only been in for repair 2 times which is total none sense, it has been in three times!! And I have the papers to prove it, but they are obviosuly in Sweden since I don't fly around the world with a gazzillion papers. The reference numbers are the only numbers which can help her advance in fixing me a replacement. I obviously knew that I was right, my laptop has been in three times and that it, but I didn't bother argue on the phone since that would lead to nowhere considering how insignifigant I am to HP.

Hewlett Packard sucks!!!

I'm utterly dissapointed and expected HP to treat their customers in the same manner as Apple or Dell does. She offered to take my laptop in for repair but I don't declined since I know that I'm entitled to a replacement. Not only that but the way I've been treated in the past 8 days having to call them 7 times just to get a concrete answer, has left a very sour taste in my month. Only god knows how long it would take to get my laptop back after sending it in.

So I have decided to hold out for the next 3 weeks and live without a laptop, at the end of the month I'll be flying back to Sweden, dump my brick at the retailer along with my receipts from my previous repairs, plus any junk that came with my laptop and ask for a full refund to go on and buy a DELL M1530.

 

i doubt you can get a full refund.

 

According to the laws in Sweden I have the right to demand a full refund if it is of utter most importance to me, which in this case it is since I'm going to face the coming 4 weeks without my main academic tool. In most cases the retialer offer a product with equivilent specs but I really don't want my pavilion to be replaced with an undesirable Asus, Acer, Fujutsi Simens or Toshiba. I doubt that any of those manufacturers can offer me the service I'm demanding. Dell and Apple are the only options for me. I bought the laptop for €1 250 but would be happy with €800-900 which is about the amount of money I need to buy a dell M1530 with the same specs as my laptop.

Retailers seldomly give a refund but in migitaing circumstances like mine, they have to bend over, spread their ass and oblige.

 

In a last attempt to save our marriage I filed a complaint to HP's executive Mark and got a reply that my case has been esscalated to the appropriate department. Not that I expect a unicorn to fly into my window at night with a replacement unit but it's worth giving it a try. I have given HP 4 weeks to make things right or else, they have lost me as a customer for ever.

 

So are you finally getting a replacement?

Or they make you wait and lie to you till you go insane.

Im aware of the consumer laws

 

After calling back and forth to HP and the retailer whom I bought it from we've come to a solution.

My retailer offered me a refund or a replacement in the form of a 17 inch Toshiba that a guy from support said has "double RAM". Although I don't like Toshiba I aksed about further specs but asked for my money as soon as "Intel GMA" came out of his mouth.

I bought the computer in October 2006 for €1 250 and what they are offering me is a fair €600 which is what a cmputer with the same specs retail for. Having had a nightmare for a my laptop purschase I decided to buy something that doesn't come with a Nvidia GPU and can be bought with next-business-day-in-home warranty.

The new Apple laptop weren't of interest at all so I decided to order a Dell with 3 years in-home rapair for the same price as 2 years. All I had to do is add €350 on top of the refund dough. Total price £789.01.

I urge you others with similar problems to ask for your money back and deny further rapiar of your computers. You should not have to accept a laptop with a known defect that has a 60% chance of failure. I used several of those arguments to claim my money back.

Item
Description
Base
Intel® Core™ 2 Duo Processor T8100 (2.1 GHz, 800 MHz FSB, 3 MB L2 Cache,)
Memory
4096MB 667MHz Dual Channel DDR2 SDRAM [2x2048]
Keyboard
Internal UK English Qwerty Keyboard
Video Card
256MB ATI Mobility RADEON HD 3650
Hard Drive
320GB (5.400rpm) Serial ATA Dual Hard Drive (2x 160GB)
Microsoft Operating System
Genuine Windows Vista® Home Premium SP1- English
Optical Devices
Fixed Internal Blu-ray Disc (DVD+/-RW + BD-ROM) Slot Drive including SW
Wireless Networking
Dell Wireless 1510 Half Mini Card (802.11n)
Cables
1 Meter Power Cord (3 Wire) - UK
Shipping Documents
English - Documentation Studio 1735
Gedis Bundle Reference
N1073506
Standard Warranty
1Yr Limited Warranty - Collect & Return
Enhanced Service Packs
3Yr In-Home Warranty Support, including evenings and Saturdays
Bluetooth
Dell Wireless 370 Bluetooth Module and Dell Bluetooth Mouse - EUR
Order Information
Studio 1735 Order - UK
Primary Battery
Primary 9-cell 87 WHr Lithium Ion battery
Carrying Cases
No Carrying Case
Dell System Media Kit
Studio 1735 Resource DVD (Diagnostic & Drivers)
Camera
2.0 Mega pixel Integrated Web Camera - CCFL
Colour Choice
Jet Black Colour with Matte Finish
Accidental Damage Support
No Accidental Damage Support
Online Backup
DataSafe Online Backup 2GB
Labels
Wireless Label (Dell Wireless Cards)- Core 2 Duo
LCD
17 Widescreen WXGA+ CCFL (1440x900) TFT Display with TrueLife™
Microsoft Application Software
Microsoft® Works 9.0 / English - (Does not include Microsoft® Word)
Protect your new PC
No Security/Anti-Virus Protection - English
Power Supply
90W Power Adapter (3 Wire)
Biometric Identification
No Biometric Fingerprint Reader

 

I wonder why you haven't called Sweden's HP customer service yourself. I would. Because I think Carol is lying to you to try and get out of giving you a replacement.

I would call them and get all the dates, reference numbers, and the agent ID of the person you speak with, then I would call Carol back with that information and raise hell. I would also mention the consumer protection laws of sweden as well.