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    Testing/Repairs by HP "Engineering Team"

    Discussion in 'HP' started by shno88, Nov 10, 2012.

  1. shno88

    shno88 Newbie

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    Has anyone ever had their ENVY sent in to the "Engineering Team" for extensive testing? My ENVY, like many others' on this site, has produced extensive amounts of heat since I've gotten it as a replacement a year and half ago for my HDX. It actually "overheated" a couple times. I've sent in my ENVY twice to the "Tech Team" for them to resolve the issue to no avail.

    I spoke to a case manager who, like most of the other case managers I've dealt with, had little care for my concerns and basically said my ENVY was designed that way and it's supposed to be hot. After stating my concerns with her she decided to set up another repair for it but this time she would have the "engineering team" capture it and run some type of extensive test to see if in fact my ENVY meets the guidelines for the heat it produces. If it doesn't meet the guidelines, I'll get yet another replacement.

    So, my question is this: is there really an "engineering team" that will run these tests or is this another attempt by HP to appease me?
     
    shno88, Nov 10, 2012
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  2. yknyong1

    yknyong1 Radiance with Radeon

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    Hi let me tell you the ultimate HP secret.

    Create an account at HP Support Center
    HP Support Center > Support Center Home
    or
    www.itrc.com

    and then check your case notes with serial number or case ID.

    This is useful because sometimes you can see which direction your case is going.

    There is a centre at Houston IIRC
     
    Last edited by a moderator: May 7, 2015
    yknyong1, Nov 10, 2012
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  3. shno88

    shno88 Newbie

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    yknyong1,

    That sounded promising but either I didn't know what I was doing or that site does not work for me.
     
    shno88, Nov 10, 2012
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  4. yknyong1

    yknyong1 Radiance with Radeon

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    Top right corner there is a sign in | register bar.

    Do the necessary registration first, then you click on "Submit or manage support cases" under "GET HELP FROM HP".
     
    yknyong1, Nov 11, 2012
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  5. shno88

    shno88 Newbie

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    Thank you, but I received an error stating my case was not found.
     
    shno88, Nov 11, 2012
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  6. yknyong1

    yknyong1 Radiance with Radeon

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    The Case ID should be a 10 digit number starting with 464 currently. Or you can try linking your warranty in order to view the case.
     
    yknyong1, Nov 11, 2012
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  7. shno88

    shno88 Newbie

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    I've never had a case ID start with 464. Always 804 or 750.
     
    shno88, Nov 12, 2012
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  8. yknyong1

    yknyong1 Radiance with Radeon

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    Maybe that's because you are in Canada. However, the system is for worldwide.
     
    yknyong1, Nov 12, 2012
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  9. shno88

    shno88 Newbie

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    I live in the US but thank you for your time and assistance. I may call my case manager and actually let her know of my full frustrations, politely of course, before sending my ENVY back and have this so called "engineering team" do extensive testing for over a week. I'm curious to know if you actually believe there is an "engineering team" that will test it to the point of failure multiple times (which I am not the least bit comfortable with) or if they are just going to take it back and arbitrarily give me another replacement or something.
     
    shno88, Nov 12, 2012
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  10. yknyong1

    yknyong1 Radiance with Radeon

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    No, there is no engineering team. Case managers will always give you assurance when in fact there is nothing much done. Unless the unit is sent for testing at the lab (Houston, Taiwan, etc) which will take weeks, any engineering team is just the technician who serviced your laptop.

    Of course you may want to firmly request for a new set, or even a refund if you feel there is too much money, time and effort wasted.
     
    yknyong1, Nov 12, 2012
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  11. shno88

    shno88 Newbie

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    That's exactly what I thought. I've had so many inconsistent messages from tech support and case managers that most of the time I don't believe them because I have always ended up disappointed.
     
    shno88, Nov 12, 2012
    #11