Where is my HP laptop?!?

I have been dealing with HP for about 4 months now. In the middle of Feb my dv2000 notebook wouldn't boot up properly. I powered on and the lights were on but nobody was home. The machine wouldnt boot upto windows, the activity lights came on and the backlight came on and nothing else. I called Tech Support and someone in India sent me an empty box. I got the box in 2 days, sent the machine back, and actually got my "repaired" machine back in a week.

Fast forward a month. I was in a hotel for business and was checking my battery status and it read "plugged in, not charging". I searched google and read it wasn't unusual in a vista machine. I called HP tech support in India again and the guy agreed to send me a new battery. He came back 5 minutes later and said since the machine was out of warrenty that he can't issue me a battery. I was shocked since I have a 3 year extended with ADP. I learn batteries weren't covered and also learned my factory 1 year warrenty expired 2 days prior!!!! I wouldn't take no for an answer and he said he would turn my case over to a manager and he would call me back within 24 hours. I followed the steps i have found on various forums. I sent an e-mail to the CEO. I then found a phone number for the case manager dept and called and got Robert. Robert actually was helpful and agreed to send me a new battery. 2 days later i get the battery. I put it in and guess what? "plugged in, not charging". I called HP right away and actually got a really nice kid in Canada named Sean. I was on the phone with him for about 4 hours. He was very nice, so i was very patient. We went over the steps I have already done, and he even asked me to reinstall Windows from the recory disks! It was a pain in the ass, considering less then a month ago I spent a full day getting my computer back the way I like it after I had the non booting windows issue. At that point I was tired of being on the phone so agreed. Sean asked if he could call me back in an hour to see if it worked. It didn't work and Sean called me back. He said he would send me out a box and 2 days later I got it. I got the box April 2nd, sent it back April 3rd. HP website says they signed in the computer on April 8th.

After the inital repair date passed I called back Robert and he said there is a mother board issue. The factory that they get the motherboards from flooded and it is going to be another week. I checked back on the HP website and repair date was pushed back to April 30th. I was really pissed and scratched my brain to see if i knew ANYONE who works for HP in ANY capacity!!! My father actually knew someone who knew someone who was an HP rep in Chicago. HE called that person for me, and was given a person at HP in California to call. That person asked my father for all the case infor and asked if she could call him back in 15 minutes. About 30 minutes later she called back and said it is now a Heat Sink issue. Well of course they dont have any, they are waiting for those too.

Almost as I was checking the HP website to check the status which now say May 14th my phone rings with an unavailble called id and it is my trusty case manager Robert who replaced my battery. He heard I called and wanted to make sure I knew they were waiting for the Heat Sink. I asked him when do we finally stop trying to "fix" this machine ( I think when they stop trying to find the machine) and just replace it. Robert said if I dont have the machine by the 14th or not in transit to be by the 14th they will replace it with a new, not refurbished comparable notebook. When the 14th rolls around I guess we will see if this actually happens.

I have not had a horrible, experience with anyone I have spoke with. Nobody was rude, nobody was condesending, they were all just very matter of fact and very serious.

The bottom line is that I am dissapointed that it is taking over a month for a simple computer "repair" and think it is digusting that it wtook outside help to get anywhere with these people. I am disgusted that the generic "your computer is delayed" calls are from people who barely barely barely speak english. I am disgusted that Mark Hurd allows all the horror stories I have read to actually happen.

I highly doubt any of you care, but I had to vent. Of all the forums I read about HP horror stores this one was the best!

If you made it this far, you must have an HP because you are VERY patient!

 

Feel Free to vent. lol. I had a horror nightmare with Alienware and my first laptop from them (An m5550). It was sent back 6 times in one year before they decided to finally credit me and allow me to choose a new notebook. It can be very frustrating dealing with a broken laptop like this. I understand. :GEEK:

 

I think it's still better than some guys posts about their horrible experiences.

 

You got hell of paitence custie and I thought I was the paitent one. I got my dv2700t two weeks ago and the first day I used it starting to have issues with the dvd rom called tech support updated the bios and that crap didnt work and vista it was just annoying I had to click ok for every dam thing so I decided to send it back and get my money. I just ordered an Asus M50SV with a better processor, gpu, xp and alot less price than HP. I hope Asus is a good one.

 

Ugh....I totally feel for you....stick in there and don't give up...it took me 4 months as well but I ended up getting a new laptop after they fixed my old one 3 times...which they still haven't asked for back and its been 4 weeks

 

Horrific story but keep fighting and call them as often as you can't.

 

what an ordeal

my sympathies

 

been through something worse, i waited 3 months for my original dv2221 model laptop to come back from service and it never did!

 

*********UPDATE***************

I got a call from an Executive Case Manger on Wed at 6:45cst. He went through about a 5 minute speech and wrapped it up with that they are sending me a brand new laptop.

He had a hard time finding my specs of my broken custom machine and finally found it when i provided him with my order # of my 3 year ADP protection.

He bumped me up from a dv2000 to a dv2700t. He would only give me natural upgrades. Meaning i had like a 1.87 Pentium and they dont offer that anymore so next step up was a 2.00 Pentium. I asked for a fingerprint reader and he said "no" because my old machine didnt have one. So my new machine will have the webcam and microphone.

Anyone have any questions or comments feel free to ask.

 

Congrats on the new laptop!

 

HP upgraded me as well after 3 repair 'attempts.' I don't remember what I had first, but I ended up with a ZD8000. I started with a 15" and ended up with a 17". I LOVED that PC, but a 17" P4 w/HT never would get more than 1 hour battery life and weighed a TON, but boy do I miss the numeric keypad!