Returning hp dv7tqe (sandy bridge issue)

i had ordered my hp dv7tqe in jan 2011. then the intel notice about the sandy bridge processor came out. i checked and found that i do have the defective sandy bridge on my computer. I called them up and found that the deadline for returning my laptop was April 30th; then later this deadline was extended to May 15th:

Intel® Chipset Design Issue May Affect Certain HP Desktop and Notebook PCs - HP Customer Care (United States - English)

In between i got my new envy 17 3d which was also defective (did not have the customised features i had specified), so then i returned the envy 17 3d and ordered a new customised envy 17 3d which i only got about 10 days ago. This works fine.

Yesterday i called hp about returning my hp dv7tqe and the rep said that the deadline for return is now May 30th. He also said that a tech team will be contacting me in 24-48 hours to help with my return. I presume they wish to look into my laptop through remote to verify that i have the defective sandy bridge. The rep said i need not worry about the deadline for return since i contacted them before the deadline expired, but this issue is worrying me. Not to mention that hp contacting me is inconvenient since i could be at work or in commute. The rep said 'we will keep calling you till we are able to communicate with you'. Should i take the hp rep at his word and wait for their call or should i keep calling them?

 

you should be fine, i was worried too. i called on tuesday, and i heard back thursday night.

the return process is different from normal returns - you get the refund in a check instead of a credit back to your account.

if everything fails (i.e. you dont hear back by monday, you can pm me for the contact info of my case manager, as i'm sure she would be able to process your return as well)

 

NO, your Jan11 dv7tqe is bad. They will NOT have to verify ANYTHING. On the other hand, ASSUME it is your responsibility to arrange to send it back. It is like an auto accident that isn't your fault ... if YOU assume the responsible party is gonna make everything all right, you're pretty naive. It is unfortunate, but also your responsibility ... unless you like tempting fate.

 

I called yesterday...and yeah....they told be the deadline had been extended (but not to what date). They said someone would call be back in 2 to 3 business days.

I'm also looking at an Envy now.....

Originally we were told that the coupons we used would carry over to a new DV6/7....but I know a few people managed to get them used on an Envy. I will try that route and hopefully I can get it on a quickship Envy 17 (non-3D).

Being that the touchscreen and backlit keyboard options are gone....I don't really want another DV6/7.

 

If HP told you that the deadline has been extended, please post here. This appears to be incorrect information. Please read below.

I ordered a DV7T Quad Edition in January. I subsequently recieved a recall notice regarding the Intel chipset.

I called HP on May 14 to return the unit (I was out of the country until May 11). The representative explained 1) she could NOT issue a refund in any way, as refunds could only be done by case managers, and 2) I would have to wait until a case manager called me back. When I expressed concern that the case manager may call me back after the May 15th deadline, she explained that 1) since I called on May 14, I could still get the refund, and 2) the deadline was extended to May 31.

I received a call from a case manager "Leonard ext. 8" on May 16th, who explained that he could NOT issue a refund or even a replacement, as the May 15 deadline had passed. He indicated he heard a similar story from another customer who was told about an "incorrect" May 31 deadline extension, but would still not issue a refund because it was after May 15. He said it did not matter that I called for a refund before the May 14 deadline. He said the supervisors were busy running a business, and would not transfer me to his supervisor.

This is clearly unethical business practice. I called within the deadline, HP refused to process my refund, and provided false information which mislead me to believe I would get a refund.

 

Be VERY worried. See my post below. My case manager "Leaonard ext 08" stated very clearly that HP would NOT refund any laptops with the SB issue after May 15, regardless of what you were told by another HP representative, and regardless if you called before May 15th. See my post below.

 

I don't know how to PM you. can you give me your case manager's name? My case manager "Leonard ext 08" would not issue a refund, even though I called before the 15th and my computer is affected.

 

Mine was Karla, also extension 08

that is very weird and not like something that HP would do - you can easily file a suit against them, or complain to the better business bureau, which would cost a lot more to them than issuing an refund.

if you still have the original email - you can use it as evidence, as well as your case number - which should have been given to you.

I'm not sure if asking for "Karla" is going to make a difference for you, but you should just call back and complain - say that this is not acceptable and you will take action against them if they don't issue a refund.

If nothing else works, you still have the option 1, so you still get a fixed laptop.

Now I'm a little worried as even though my case manager claimed that she sent out the return label/letter/etc, I still don't have them physically in my hands yet.

Has anyone been able to complete the return of their Jan dv6/7 successfully after the 21 day return period?

 

I'm still waiting on a return call from a case manager....not happy....

The features have changed on the computer that I wanted....so I don't know what I'm going to do. I didnt' really want a custom Envy 17 3D, but as of right now, that is the ONLY computer HP offers with a Sandy Bridge i7, a backlit keyboard, and a 7200 RPM HDD.

 

according to Jerry at ext 08, they are a little behind with the returning process due to sandy bridge issue, and assured me that i will receive the label within 3 business days.

he knew that i was calling about the sandy bridge issue when i said that i was waiting for a return label, WITHOUT my mentioning that i was referring to the sandy bridge issue, so in a way it does seem legit.

dont lose hope!

 

I am now quite worried as well.

I called two weeks ago to return my DV6 with SB recalled chipset and was told the same thing about needing a manager to call me back to process the return. I called again last week to complain that no one had called me back and was told that my case would be escalated and to expect a call in 24-48 hours. Of course, I still have yet to get a call and now it is passed the 15th deadline. I was assured by both CSRs that the clock on the expiration of returns would stop with my original call on May 2nd.

 

I got a phone call (I wasn't home) and an email last night. "Mary" will be my case manager. I'm going to call in later today to see what can be done.

I'm now really torn. I wanted a quick ship Envy 17 non-3D, but the 7200 rpm HDD's were removed on Monday. And now, the DV6 and DV7's offer 1080p options and 2GB GDDR5 RAM on the 6770's.....but still no backlit keyboard....which was a simple $25 option a few months ago. ...

 

My goodness, HP customer service is confounding.

That said, my runaround seems to be resolved. I called in again just now and spoke to a CSR and was again told that a case manager would call back in 2-3 or 3-5 days (she mentioned both throughout the call). I explained to her that I had originally called on May 2nd and was told the same thing, and that I had called back on May 12th after never receiving a call and was told that my case would be "escalated" and to expect a call in 24-48 hours. I refused to accept a call back again and was finally transfered to "Melrose" in resolutions. She was able to issue a fedex label in seconds--of course! Now as long as I actually get my money back on the defective DV6 (fingers crossed), the problem is solved.

@diamondg - I would definitely keep calling and demand to be pushed through to resolutions. They have a record of when you originally called in to return it, and the May 15th deadline does not apply in this case.

 

is the fedex label given to you online or will it be mailed to you physically?

 

email

10char

 

hm... i called in on may 10th, got the call back on my 12th, and was told that the label will be shipped to me, and the refund will be in the form of a check rather than a credit back to the credit card i used.

still waiting for the label to arrive... weird...

One more question - which number were you calling?

 

The return number, 1-888-650-1544.

I am not suprised that other people have been told different and contradictory things. They are all over the place.

 

I got the call from HP today. John will be my case manager. He assured me that that he will send a check to me for the amount i paid for my dv7tqe once they receive my laptop. return labels will be sent to me on either thursday or friday and i have 10 days to return the laptop after that.

 

this is basically the exact story i heard - except my return label should be here before the end of today because i talked to the case manager last thursday... i'll keep you guys updated if i actually do see the label when i get home...

 

Before I purchased my i7-DV6, I had purchased an i5-DV6 the week before... When I RMA'd my DV6, the return label was emailed to me while I was still on the phone.

Are they shipping you return BOXES or return LABELS?

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I'm going to call my case manager in an hour or so....we will see how it goes.
Anyone else getting another HP and rolling over that $500 off coupon?

 

it is the return LABEL, i specifically said that i didnt need a return BOX as i still have the original box.

i did roll it over to the new dv6t-6000 CTO - but considerign returning for the 1080p screen...

 

here is a little update:


Uploaded with ImageShack.us

 

I bought a DV6t-6000 as well. I didn't get it until April 30 (after ordering in mid-March), which is why I waited till May 2 to try to return the 4000. HP has really dragged out this whole situation.

 

mine was worse, ordered 3/13, received 5/9...

but now the 1080p screen... wondering what to do... wonder if they'll honor the $500 coupon if i switch for a new one?

 

Well....I spoke with a case manager...and they are going to "check to see if my coupon can be rolled over"...whatever that means. I also got them (well, I'm taking credit for it) to update the website on the quickship Envy 17. That is what I was looking at replacing my DV6 with. But now that the new DV6/7's have 1080's screens....I need to think about it a bit more.....but I really want a back-lit keybaord.

On a side note...I was told to send my DV6 in, and they would send me a replacemtent computer (once it was built and shipped)....and I would not be charged. Or course that means that I would be without a computer for 3 weeks or so... I also asked about a refund...and they said it would take 20-25 business days...which makes no sense. It didn't take that long to get my credit card re-credited when I RMA's my i5-DV6.

They need to get their story straight over there...

 

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Any updates on this issue? I got a similar letter on Friday. I was given the option of HP sending the return labels to me by email or by regular mail and i opted for email. 'John' told me i would get the return labels by email either last week on Thursday or latest by Friday. Guess i have to call them again on Monday to inquire what's going on.

 

i did get the shipping label in a overnight fedex envelop i sent it out last friday, should take a week or two before i get the check though, so i dont know...