sent my dv8t in under warrenty... they want $365 to fix a broken bezel.

I give up on hp. This will be the last product of theirs that i purchase or endorse. The dv8t was a awesome deal for under $1000, but not with the crap ive gone through thus-far:

1. Bios bricked by update= Hp replaces motherboard with dv6 motherboard/bios...whaa?!?!?

2. On screen volume/base glitch. annoying

3. Wireless quick launch button turns itself on and off 20x a minute. (prob #1 it was sent in for repair this time)

4. The speakers/sub sound like they have wax paper in them above 45% with the settings at default (prob #2 this trip...something has to be loose..)

5. On the left side, near the henge, the chrome side piece is loose.. looked like a broken clip (prob #3, this trip)


So, after sending it in, i get a call from a HP Customer Service person. They inform me that the broken bezel is not covered under warranty and will cost $365 to repair. I told her that I told the customer service person about it after I got the computer back from the bricked bios. I called and asked why they would put a different models motherboard into the laptop and told them that the bezels were loose. They told me the motherboard was compatible and the bezels were within normal specs. The customer service person replied to this story with, "Well, the techs didnt record any of that in their notes. And they wouldnt have replaced the motherboard with a different one then the laptop came with... At this point we got into a slight argument.. I stated it has the bios of a different model and shows as a dv6. She states that meybe they used the different models firmware. I stated why not just roll back the bios and why create different bio's for different models if they use the same motherboards? At this point, She stated that she wasnt a engineer or a tech and couldnt answer that question. So, I her not to speculate about things she didnt know about.

From here, I told her that I was very concerned as HP choose to ignore my previous concern at the looseness of the bezel, and would like to add to my ticked so that it looks like this:

1. ensure that the dv8t motherboard is installed and flash to current firmware
2. replace speakers (or fix so they dont sound like a kazoo)
3. ensure all gaps and screws are tightened.
4. repair problem with the quick launch button wifi button.
5. check and repair the blu-ray player, as it seems loose.
6. check that all internal connections are properly attached.

I may have added some other bs.. but I'm pissed. They really expect not to warantee a chrome piece that holds all the side ports in on a 4 month old laptop.

Just thought that I would fill the community in.. In the future, I'm going with Asus

 

hasnt asus had some notoriously worse experiences delivered regarding warranty repairs? altho there is an asus rep here who has personally helped improve much of this. i just feel regardless of the manufacturer, warranty work is never going to be perfect.

 

Escalate your case to a Case Manager. The CM's can enable replacements (like they did to my Envy). Don't vent on the CSR, just ask them to escalate it to a more powerful CM.

 

i've sent in my dv7 FOUR times. the last 3 times were due to them screwing something up that wasnt broken in the first place (disconnected my bluetooth module, didnt put pc back together properly, faulty webcam module)... i sent it in TWICE about the faulty webcam module, and even had a guy from the service center call me about it... even got a freakin case manager and he just told me to send it back in again...

i'm just going to live with the faulty webcam. i'm sick of sending my computer to hp for 10 days at a time only to have it come back with a new problem.

 

Hmm, after all this reading, I am going to make damn sure my Envy 15 G2 is PERFECT and ROBUST in the first 21 days. Also now considering the at-home service option ... can this be added after order is made/shipped?

edit sorry for the OT!!

 

Forget the in-home service. They only will fix stuff like RAM and HDD @ Home. If you keyboard dies or motherboard, they will ask you to send it to the depot. Waste of money.

 

All the repair work is outsourced anyways and the companies doing it are not getting any better . . . .

 

well, the Customer Service manager was no help. She kept stating "damage is not covered by the manufacturer warrenty". I told her it was a flush bezel. How was did I damage it?!?! I asked her if she could wave the hp service fee since its already in for service and has to be taken apart. She again said "no" So, it looks like Im going to bite the bullet.
new dv8t= $1000

repair trip 1:
bricked bios= free
hp replacing dv8t mobo with dv6 mobo= free

repair trip 2:
bad wi-fi button, kazoo sounding speakers, broken side plate bezel= free
fixing wi-fi and speakers= unknown

fixing broken bezel:
Hp service fee + repair $290
Bezel $80
--------------------------
total: $370


The experience of having a new laptop in hp 2x for over 3 weeks thusfar and then paying 40% of the total laptop cost to repair a plastic bezel

and
being owned by HP on a 5 month old laptop... PRICELESS

For being owned after you die, there's the devil.. for everything else in this life Hewett Packard... lol

 

Tell her you got pictures to prove the bezel was new before you sent it in and you got proof to prove it. Just carefully explain that you have the means to ensure that the problem was theirs, not yours.

 

the bezel was broken when i sent it in. but the part that is broken was the internal clip. They didn't damage it... well meybe b/c it was loose when it came back from being repaired the first time... I'm just screwed. all i can do is stay away from hp at this point.

 

update: fedex dropped off a package today. guess what was in it

apparently, hp decided to just ship the laptop back to me for some reason. It looks like all they addressed was the broken bezel (which they taped close)... i think ill just use the tape repair method and keep my $360. Time to buy a new laptop and make this one my desktop replacement