Thank You Very Much to HP Service

Thanks HP

In the fall of 2005 I began looking for a notebook for my 14 year old daughter. After shopping and reading reviews on various models I selected the HP L2000 / V2000z. I ordered directly from HP and received the L2000 CTO just before Christmas and added the 3year extended/accidental damage warranty. The units specifications were:

- HP Special Edition L2000 Notebook PC CTO
- Microsoft(R) Windows(R) XP Home Edition with SP2
- AMD Turion(TM) 64 ML-37 (2.0GHz/1MB L2 Cache)
- 14.0 WXGA BrightView Widescreen
- ATI RADEON(R) XPRESS 200M w/productivity ports
- 512MB DDR SDRAM (1x512MB)
- 60 GB 5400 RPM Hard Drive
- DVD+/-RW/R & CD-RW Combo w/Double Layer Support
- 54g(TM) Integ. Broadcom 802.11b/g WLAN & Bluetooth
- 12 Cell Lithium Ion Battery

Upon arrival I did a clean install of XP and drivers, and upgraded the RAM to 2GB of Crucial DDR 400. The unit was rarely ever taken from the house, was well ventilated, taken care of, and was probably used an average of 2.5 hours a day. For the first year or so of use everything was perfect. Shortly thereafter however little problems began to arise with the first being a small lid crack at the hinges. HP repaired the lid problem but just hours after its 1st service return the latches failed and locked the unit closed. The unit was sent in again (2nd) and was returned with a new latch assembly, wrist rest, and motherboard. Six months later the next thing to go was the keyboard space bar. Again it was returned (3rd) to HP and they replaced the keyboard, motherboard, and hard drive. Back to another fresh install and then a few months latter, more lid cracks. The unit was now 2.5 years old and had been returned to HP 3 times in less than 9 months and was headed for its 4th return in a year. Its unfortunate really because my daughter really liked the L2000 (matching bag, mouse etc… but instead of calling for another repair, this time I just called a HP case manager directly.

I’d read a few horror stories here about dealing with HP case managers but to my surprise the guy I talked with was more than reasonable. Up front I explained the issues, gave him the prior repair work order numbers, and explained the current and repeat lid problems. He asked me to wait a minute while he pulled up all the info and then without hesitation he said, “ lets get you a new one”. He carefully explained HP’s replacement policy and then started comparing specs for 14” models. My daughter’s L2000 was a Special Edition so he started with the DV2700t (verve) Special Edition and asked if that would be OK. To be honest at that point I really didn’t have a clue about the newer models so I pulled up the web page so I could go along with him. Line by line we went through the specs.

This is what was confirmed:

- HP DV2700tv CTO
- Windows Vista Home Premium with Service Pack 1 (32-bit)
- Intel(R) Core(TM) 2 Duo Processor T8100 (2.10GHz)
- 14.1" diagonal WXGA High-Definition HP BrightView
- 2GB DDR2 System Memory (2 Dimm)
- 128MB NVIDIA GeForce 8400M GS
- HP Imprint Finish (Verve) + Microphone + Webcam
- Intel(R) PRO/Wireless 4965AGN Network w/Bluetooth
- 160GB 5400RPM SATA Hard Drive
- SuperMulti 8X DVD+/-RW with Double Layer Support w/LightScribe
- 12 Cell Lithium Ion Battery
- HP Integrated Remote Control
- HP 65W AC Power Adapter

This conversation took place on the morning of 18 June (EST) and the case manager said he would get confirmation and call me back that afternoon. At around 1800 he called back and said that the exchange had been approved and confirmed and that the build date for the new unit was programmed for 27 June. Well…. 27 June arrived and at 0930 FedX rang the doorbell with the replacement unit in hand direct from China. Everything was as stated and with no scratches, dead pixels, or incorrect equipment except that it came with a 90W AC adapter instead of the normal 65W.

I returned the L2000 (with the hard drive wiped and minus my 2GB of Crucial) in its original configuration and box on 2 July. Needless to say we are very satisfied with the exchange and the service that HP provided via the extended warranty. My daughter will be a senior this year and we’re hoping this new unit will last her well into college.

In retrospect I suppose I feel sorry for those that did not choose, or could not afford, the extended warranty for this particular model ( L2000 / V2000) if more are like the one we had. Great electronics plagued by poor mechanical execution. That said, the warranty service was always completed within 10 days including shipping and when the time came to give up on repairs, my service manager volunteered replacement without hesitation. The replacement model is not equipped with the top-of-the line everything but it’s certainly a more than fair replacement for the L2000. Daughter likes the Verve too and that’s always a plus ; )

So …. Thank You Very Much to HP Service…. on making what could have been a painful process a pleasant surprise.


PS
On my first post, I’d also like to pass along a special Thank You to the staff at NoteBookReview and folks like Chinna, Chavey, Miner, and Les that take the time to make informative posts. This site really does offer a wealth of information to those who take the time and read.

 

HP service is good.

 

Hmm...I guess they aren't that bad after all..or maybe it's just that all the ppl with the horror stories are all on NBR Go HP!!!

 

It's because most people don't post their great experiences with HP support. I mean think about it, people with bad experiences want everyone to know, either because they want to warn people or they want other people's sympathy.

 

Great post, OldMajorDave. We need more people who are willing to share their experience with PC manufacturers. Many people have a pleasent experience with customer services, but very few come to a forum and post about it.

Its nice to see support when it works well. Its rare that we recieve comments regarding technical support and customer service, which reflects positively on the manufacturer. Most of the time, many people will criticise their support, but many have a good reason for it.

 

Thanks for the support guys (gals)! I’ve kind of lurked here occasionally and wanted to contribute without getting flamed for posting a good experience with HP.

My advise to anyone experiencing issues would be to check your 6 and keep good records (serial numbers, work order numbers, dates, specific problems, etc.) The customer service or case managers seem very busy and if presented a factual case as one human to another, with all your data readily available, they are/ have been very receptive and reasonable folks willing to stand behind their products.

At-any-rate…. That’s my 2 cents.

 

Dave, great story and thanks for sharing!

I'll be reaching 1 year on my DV2500 and I'm also really considering the Extended Warranty.

My question to you is now they have sent you a replacement laptop, what's the current status of your warranty? How long on the warranty do you have left now?

 

The main reason for that is because most people who aren't having trouble/received good customer service when they did have a problem aren't really thinking about running out and posting it.

On the other hand, when people do have problems, they tend to announce it to the world, since they are, 1, venting, 2, trying to get advice/help, 3, want sympathy, 4, trying to warm others, 5, like to complain.

Personally, I've had nothing but spectacular service from HP, from needing to order replacement parts to sending my laptop off for accidental repair service. But, experiences vary from customer to customer.

As a computer repair tech, I can tell you that there's people out there who will piss and moan about the smallest thing, and there's people out there who go through hell trying to get their computers repaired, but they're still patient and easy to work with.

Just depends on the person.

 

When HP replaced my ZD7000 (which was 2 months beyond it's 3 year warranty) with a DV9700T, I got a 1 year factory warranty (just like if I purchased it). I intend to extend the warranty when I get closer to the 1 year mark.

 

Warranty Status & Remaining Warranty:

When we originally purchased the L2000 CTO for my daughter through the Academic Purchase Program (APP) we also purchased the Accidental Damage 3 Year Extended Warranty(ADP). When the notebook arrived on 12 December ’05 the unit was registered and the 3 Year ADP was activated, both on the same date.

The DV2700tv CTO replacement arrived, courtesy of HP, on 27 June ’08. As per my Case Managers instructions, I held off calling him back about transferring the remaining 5 months of ADP warranty over until we'd used the new unit for a few days and made sure all was well. So to answer your question and.... as confirmed this afternoon with HP ; )

- The normal 1 Year HP product warranty applies and starts the day your replacemnet notebook arrives and you fire it up.
- The remaining months of an existing ADP plan can then be transferred to your new unit. In this case, we still had 5 months left and would still be covered by the ADP until 2359 on 11 December ’08. We then would only be covered under the remaining “normal” product reliability warranty until 2359 on 26 June ’09. 1 Year.

The unbelievably good news in this case however, is that my Case Manager (Dan Schulte), at his discretion elected to include, at no charge, a new 3 Year ADP that continues until 3 years from today!!! Actually, I could hardly believe it, but the confirmation email came this afternoon and we’re now covered with full ADP until 9 June 2011. All Dan said was that HP tries very hard to work with customers that work with HP, so he included the additional 3 Year ADP in the exchange.

All I can say once again is … Thanks Dan…. And Thanks HP !! I hope you guys read this because as far as I’m concerned you already deserved a big “Good on Ya”, and for saving me the cost of another prorated ADP? …. Well... how about steak& shrimp (fresh off the boat). Although I’d never used the Accident portion of the plan with the prior unit, with a teenage daughter in the house that’s headed to college next year…. ya just never know ; )

Well done HP.... Well Done.

 

Hey OldMajorDave, I wish I have the same luck you had.

Attending to Zero's claim for PC manufacturers experiences I will post my case.

My problem was with a dv1000 series HP notebook purchased (curiously) on september 2005 which I was more than happy with because I received the expansion base for free.

Well 6 months later the battery started failing so I called HP support and they asked for the serial number of the battery for a known issue with them, so they send me a new one.

After 1 year and a half of use I downloaded a program released by the same HP to check the battery "health" of your notebook, so I decided to install it checking that my model was supported.

After the installation I ran the program and it showed a message that the battery needed calibration so that's what I did. I followed the instructions to calibrate it, which stated that I had to disable all the power management options and let the battery drain until the computer shuts down due to the empty charge of the battery.

Well after I did this the computer didn't boot and the leds in the front panel won't even turn on. So I chatted with an HP representative and he/she guided me to a list of troubleshooting which included taking the battery out and keep the power button pressed for about 30 seconds, but none of his/her suggestions worked so he/she finally said me to call HP Support.

I take the phone and tell the whole story to the HP support person who asked for the serial number and purchase date of my product and his answer was that my product was out of warranty. Then he redirected me to another person who was in charge of repairs, who said that my notebook possibly had a fried motherboard since the leds don't turn on but then he said they no longer produce spare motherboards for my model and any repair service is impossible from HP, in other words I have to find a replacement motherboard somewhere except from HP.

Now I have a 2 years old dv1000 HP notebook that cannot be repaired because there are not spare parts for it and the worst part is that it failed due to a poorly designed notebook. This is because I send my computer to a technician who stated that my problem with the dv1000 was a defective design of a motherboard chip that was responsible of the power management.



_________________________________________________________________
Personally I think the point here both in my case and OldMajorDave's case is not the experience with HP support because the personnel that takes your phone call the only thing they can do for you is to give you information on how to get your product repaired. The good or bad experience comes from the quality of the product you are receiving.

Also have in mind that OldMajorDave's "great HP experience with HP support" as stated by Envision was not really from an HP support person but from a Manager that put an end to his endless problems with that HP L2000 with a new replacement and it is a situation that happens 1 in 10 times.

There is no intention to offend any HP consumer or people here in this forum.

Shoryu.

 

How one views HP’s repair service often comes down to whether your own personal experience has been positive or negative.

The real question is what percentage of HP owners have had negative repair experiences. Unfortunately, there is no real way to objectively determine this. IMO, it is higher than it should be, possibly significantly.

 

Glad to see HP repair sometimes does their job (sort of). BUT I don't get the Kudos for HP. As I read it, within about 18 months the laptop needed hinges/latches replaced (TWICE), motherboard replaced (TWICE), and hard drive + keyboard replaced. Is that considered GOOD for an HP laptop? I just sold and old DELL on eBay that I had for FIVE YEARS without needing a single repair. My opinion is that HP waited TOO LONG long to replace your lemon.

 

He was referring to the service, not the laptop itself.

 

Shoryu

First I’d like to say…. No Offense Taken. Second, your comments are well written. Third, you make a very valid point in questioning the “quality of the products” that both you and I received. If I led anyone to believe, in any of my comments, that I was happy with the quality or, in this case specifically, the reliability, then I’ve failed to make myself as clear as you have done. In my initial post however, I do clearly make the statement that the unit I had was an example of “great electronics plagued by poor mechanical execution”. I made this statement because, in my opinion, most of the problems with the unit were caused by a weak mechanical design that could not withstand even gentle home use.

Sorry to say also, but your DV1000 shares many parts with the V2000 line. If you haven’t already done so, you can check the manual here at page 3-13 for a motherboard:

http://h10032.www1.hp.com/ctg/Manual/c00444244.pdf

Also you may be able to find your MB, or at least the correct part number, through the HP Parts Surfer found here:

http://partsurfer.hp.com/cgi-bin/spi/main?sel_flg=pmhier&oid=500515&ISO_country=us

At-any-rate, I feel your pain and I truly think it’s a big gamble not to purchase any manufacturers extended warranties when it comes to notebooks. These things are not cheap and should come with a better warranty in the first place (perhaps like Asus). In any manufactures defense though, I have to say it must be a very difficult decision because while some people treat their equipment well, others trash it in a heartbeat. How are manufactures to make that determination?
------------------------------------------------------------------------

As far as Kudos…. They are for Customer Service (which includes the Case Managers) not the L2000. Even with a lemon however, you must still unfortunately prove it a lemon. HP could have just as easily said send it in for repair (4th) and then let the 5 remaining months of the extended warranty expire. They did not. They could have also elected to provide a much lesser unit. They did not. They provided us with a factory fresh DV2700tv that is nearly twice as fast as the unit we had, includes more features, and to top it off added an additional 3 Year ADP warranty at no charge that started today.

As Canyon pointed out, none of us are HP reliability experts and I can’t (and don’t want to) argue with anyone about HP’s engineering or warranties. What I do know is that the Customer Service Reps and/or Case Managers are not responsible for it. They work with what they are given and in my case, with documentation in-hand, they were more than fair and I believe deserve some recognition for standing behind their warranty and doing much better than the minimum. They did something pretty unusual for these days, they did right thing and I guess tried to make up for some of the frustrations attributable to engineering!! What else could they have reasonably done ?

The glass is either half full or half empty. Though I don’t always succeed, I prefer the half full approach…. and just perhaps…. this time….HP agreed.

 

Wow, you made off like a bandit in that deal, a new laptop with another 3 years warranty with ADP! That's awesome!

 

Here's what I like best about your thread: the next time my DV9000 CTO (purchased with a 3-year Care Pack in November 2006) fails me, I am inspired to call the case managers directly and seek replacement.

 

Bad webcam =(

 

Nice style. Two sentences that cover it all.
Perhaps that’s all I should have posted in the first place.

 

Given my multiple experiences with HP Repair Service and singular experience with a HP Case Manager, I would hope that anyone with documented multiple and/or like failures would be treated fairly. I’d like to emphasize however, that I did not call-in in a rant making demands (not that you would). My motive in calling direct was to highlight and document the repeat failures, find out if perhaps they might have a fix for the lid/hinge crack issues, and then schedule another repair if that was what was required. It’s my daughters notebook, and I just wanted to get the value that we paid for and for her to have something reliable. No more…no less.

In my case, I think they did a very good job !!!