Revolting Hp Experience

For anyone that read my previous post, this is the bitter end to a not so great first-time notebook buying experience.

A recap- I bought the dv5190, it arrived 3 days later, and I turned it on just fine. I turned it off, then on again later that day- and nothing. Light on the key board, fan turn,BLANK/DEAD screen. I called tech support, and after a billion and one tests, they determined that I had two faulty 512 RAM. Fine. They promised to send me 2 more.

Today- 4 days later, I recieved ONE 512 RAM. ONE. I immediately called tech support and told them. The tech support guy- via india- told me to test the RAM I did recieve. After properly installing the new RAM, and only the new RAM- NOTHING WAS FIXED. My computer experienced the same problem. This tech guy told me that it was probably a different issue, and that he would switch me to a different department that could set me up with a new computer.

The NEXT tech guy had me perform the same billion and one tests as the day I recieved my computer- and had me perform them again and again and again. I am perfectly aware of HP's policies and procedures, and I understand he was ruling out any other possible problems, but to this extent?! Unnecessary.

THEN- he told me that my computer may think that the power is on, but the display is closed. He described some mystery button that gauges this on my computer- above the power button. He said "left side, above the power button, in an indent, it sticks out..." This "button" was NOT THERE. He read my model number off to me- it was correct- and he INSISTED that the button was there. What irked me- was that when I kept telling him there was no button such as that on my computer in that area- and HE SPOKE LOUDER. (as if it would appear) Sure I've never owned a notebook before, but I'm not computer illiterate. I was compliant with everything else he asked me to do, and yet he assumed I couldn't see an obvious button. I didn't pay fifteen hundred to get spoken to in such a way.

After the button battle- he asked me for an adress for repairs....
"Wait, I cannot get a new computer sent to me?"
"No you're warranty doesn't cover a new computer"
!"!@*&@&^(@$*&

Those symbols represent what I wanted to say- but didn't. I passed the phone to my father and left the room to explode. I believe we're sending it back- although I'm not sure what my father is negotiating with a stranger from india. I still love this model and the features in it. I think I may order a new one from circuit city- much easier to deal with.

Bottom line- when you buy a laptop, especially from an award winning company such as HP- you expect it to work. When it doesn't, you expect they'll help you fix it. When it's not fixed, you expect a new one. What I never expected were the perpetual problems and guessing games.

 

Just return for a full refund; l had no problems when l returned my V4000T.

 

According to consumer reports dell and hp both do not have good tech support. Although, when I needed help with my hp notebook they were nice, but obviously it was the network card. They wanted me to call lynksys(my router brand).. well guess what? Instead I went out and bought a usb network card and that proved it was the computers problem. I was upgrading to W-G anyway.

 

Call customer support, not tech support and request an RMA (return merchandise authorization). Send it back for a full credit. If you still love the machine, buy another one. I had a much smailler issue with my first dv8000t and decided not to even call tech support (it randomly froze or shutdown). I re-ordered and love my new one - no problems.

Chris

 

Dealing with the tech support people in India is very frustrating. They are exceedingly polite but you never really feel that they are totally understanding what you are trying to tell them. At least I didn't. I finally insisted on speaking with a manager...at that point they upgrade you to a case manager who calls you back. I believe these people are in the US because all three of the ones I dealth with spoke perfect English with no accent. After 3 trips to service center in Memphis and my notebook still screwed up, they finally replaced mine...with a much more expensive model to boot.

 

my dad never had any problems returning his compaq notebook (which he exchanged atleast 5 times before he was satisfied!)

 

As dumb as this may sounds, the tech support guy may have a point. The button should be there--if it's not then it's possible the button broke off and subsequently is knocking out the display, i.e. the notebook think's it's closed but it isn't.

Do you see a hole there above your power button at least? Unfortunately I am being dead serious, not meaning to be sarcastic or patronizing in any way.

 

QFT. This describes my experience perfectly. Very polite folks over there, but ultimately clueless. They're given a script to read, and unfortunately do not like to stray from it at all. Best just to demand a case manager at the first sign of frustration.

 

The button that's being referred to is called the "Suspend Switch" or "Lid Standbye/Resume" And it basically let's the computer know when the lid is closed or not, on some models it's on the upper left corner of the base above the power button. Others, it's not. My 5100 CTO does not have this switch at that location, or any external location I can locate. I believe it is in the lid somewhere, I'll ask around tomorrow to make sure.

Also, your problem could also be the CPU or of course, LCD/LCD cable and/or system board.
One question I have, you get no video at all, not even a very dim display? (increase the ambient light in the vicinity of the notebook and look at it from different angles)

 

I received and returned three notebooks to HP . I purchased them from Hp online and management will not let me bye anything even supplies from there online web site. I bought another Hp notebook the 5000t from costco and that one has a broken post that holds the screw on the memory cover. Hp sucks as far as quality control. There support is a horror show. They have 12 support centers around the world and I always get India.

 

BTW: The "Suspend switch" for the dv5000 and some other models is actually a pair of magnets on one side of the LCD display, that when you close the notebook, it contacts another magnet which acts as a switch and puts the notebook in standby/suspend, etc.. mode according to your software settings.

Considering almost everyone has call centers in India due low costs of workers, and the government etc... paved the way for all companies to move their main operations to other countries through outsourcing, I'd have to say that blaming HP which is pretty much a brand name company with designers/engineers instead of actual manufacturing, etc.. would be a pointless gesture. All brands seem to be outsourcing everything, and almost none of them make their own equipment. If they don't make their own equipment, why would they support it in-house?
You probably rarely actually talk to anyone in HP on the lower end of things, same with Dell etc.. Your computer probably never even reaches HP, but instead a third party repair depot. Same with Dell, etc..
America isn't what it used to be.

 

Well an update- That same day we called customer support- and set up the delivery of a new laptop- exact same everything- plus the 2 yr. extended warranty for only $30. We sent back the old one and the extra memory and I recieved my new computer TODAY! Talk about bending over backwards. This one works wonderfully (thus far) and I'm currently loading The Sims 2 and it's paired expansions with lightning speed.

The experience was frustrating and dissapointing- but in the end, I guess a little push and shove goes a long way.

 

Another tip is that you can specifically as for an American call center. As soon as I get the sense that they don't have a clue as to what I'm asking or what the problem is, I ask them to transfer me to an American call center. This works for all companies that use India call centers.

 

Good to know. Thanks.

 

I have never had any trouble with my hp/compaq laptop. Too bad yours are causing trouble but I don't think the problem is that widespread. I don't think HP only sells lemon laptops.
Tim

 

one thing that I have noticed from the various posts on these topics that get tossed around is that while tech support is pathetic, customer service is generally helpful. moral of the story? try to go through customer service!

 

Several years ago, I purchased a "top-of-the-line" Toshiba Satellite 5005-S504 and had a similar experience. Out-of-the-box, the LCD would only display a solid white-screen, no boot up at all. Fortunately, CompUSA replaced it immediately. My problems with Toshiba continued for years ... horrible tech support. Similar to the cell phone industry, this problem is systemic with almost all the major companies.

It's really just luck-of-the-draw in my experience.