To anyone wondering about HP repair return process

I've just began the process of returning my HP DV6tSe laptop to HP for repair. It has been overheating to extreme temperatures, I believe the heatsink has been seated incorrectly and new thermal paste should be applied. This can be done by myself, but would void warranty.

When I was looking around, I couldn't find ANY good resources on what it is like to return a laptop to HP. Their site was vague and EXTREMELY hard to navigate. Hopefully this will help someone.

To start, you must contact HP support. The easiest way to do this is by chatting online with them, but there are many options. You can do this here: Customer Service / Contact HP

You will have to supply your name, email, and phone number, as well as a description of the problem.

Once in contact, HP support will go through your description and ask you for product and serial numbers. These are typically found on a sticker on the product in question, but on my laptop it can be found under the battery compartment.

They will then follow what I am sure is a scripted troubleshooting guide for your problem. I had to update the BIOS on my laptop before they let me return it, but no big deal, it's best to just cooperate if you want this done.

If you are disconnected from an "agent" and are given a chat ID number, you can reference that next time you connect to Support. The new agent will quickly go over the previous conversation and hopefully give you the option to put a repair ticket in.

Once it has been confirmed that you want to send in the laptop for repair, you will have to supply the following information:

* Name:
* Physical Address:
* City Name:
* Postal code and region:
* Country:
* Phone Number (including area code):
* Alternate Phone Number:
* Email Address:

You will then be given a service ticket number, chat ID number, and Customer service order number.

The following text has been copied directly from my chat with the agent, it includes how the laptop is to be shipped among other things.


[Wednesday, January 05, 2011 7:13 PM] -- Tommy P says:
Actions to take prior to packaging and shipping your product:
• Please remember to backup your data. Your product is subject to a system recovery which will return your product to its original factory configuration.
• If we cannot access your system then we will use a Password Bypass Utility.
• Notebook: Include the AC Adapter, power cord, and battery. Do not include any other accessories.
• All Other Products: Do not include any accessories, peripherals, software, or 3rd party hardware.
• If the repair center determines that the problem is not covered by your repair warranty, you will be contacted by HP.


[Wednesday, January 05, 2011 7:13 PM] -- Tommy P says:
What you will need to do to send your product to HP:
• A box containing packaging material, shipping instructions, and a pre-paid shipping label will be delivered to you in 2 to 3 business days. Please follow the shipping instructions exactly to ensure that your product will be delivered to HP in a timely manner.


[Wednesday, January 05, 2011 7:13 PM] -- Tommy P says:
Estimated delivery date:
• Your repair service has an estimated turn around time of 7 to 9 business days from when we receive your product at our repair center.
• Once we receive your product we will provide an estimated delivery date and order status updates to the e-mail address you provided.
• If there is a delay to the estimated delivery date then HP will attempt to contact you immediately.


[Wednesday, January 05, 2011 7:13 PM] -- Tommy P says:
Checking the status of your service order:
• You can check the status of your order by going to: www.hp.com/go/csostatus or by calling HP Customer Care at 1-800-hpinvent (1-800-474-6836). Please have your customer service order number available which I will provide to you in just a moment.

 

Great post, it'd be great if you can update and let us know how this whole process turns out. Somebody else dealing with HP service isn't having too much luck with their repair right now.

 

Absolutely. I know how much of a hassle it can be, along with disappointing, to have to return a laptop.

So far, HP has emailed me a tracking number for the box and packing material. Supposedly it is 2 day shipping, but it is estimated to be 4 days from the day it left HP to my house.

 

I may have to return my Envy 14 unfortunately, because I have (Probably everyone) hate returning laptops to the manufacturer for repairs its an ordeal. On my Envy 14, I think its over heating but I will need to test it more unless its just the CPU going nuts from RTS games. I have keyboard flex, uneven backlighting lid isn't strong enough.

There minor and people may say Im crazy for complaining but I want a perfect machine damnit

 

And damn right, there's no reason your machine shouldn't be perfect! You didn't pay for a 3/4 done computer, right? Good Luck!

 

i hope they don't blemish or scratch the surfaces of the laptop.

Good luck.

 

Yea I've got 3 years warranty so I got the laptop (With radiance screen) and a free bag for 1397$ AUD. So I got the laptop itself for 1110$ AUD. It may sound pricier to Americans and whoever else but in Australia there is some stupid tax that companies have to pay to ship stuff in and you have to pay GST so thats like 100 - 150 AUD thats why it might be a bit pricier.

Fantastic machine but I've had keyboard flex before but this is pretty bad I press the letter L and almost the entire left side of the keyboard will dip down

 

Their instructions for returning the product for repair say to return the battery and AC Adapter only if the system will not power on. I also I have a dv6tse that I sent back for repairs, but I didn't include the battery or AC Adapter with it xD