Quantcast Anyone get screwed over by HP warranty repair? (no 56k)

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  1. #1
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    Default Anyone get screwed over by HP warranty repair? (no 56k)

    Not long ago I made a post about a hair in my screen.
    Anyone else get a hair in their screen?

    Took 4 emails before they finally responded to help me.

    I wish I didn't send it in and just took the screen apart to clean and reseal it myself.

    I like things to be perfect... I used my laptop daily since Feburary 2007 and have only made one small scratch to the keyboard bezel. The top of my laptop was shiny and flawless and I never let to much dust accumulate between the keys.

    So when I got my laptop back from Fedex today I was so freakishly happy that I am wondering how I can get a new one from them.

    So problem 1 they didn't fix my screen problem.
    Problem 2 "Problem Description: Dim Screen==> Replace suspend Switch"
    I never mentioned a dim screen, only dust in my screen. As a matter of fact I drew diagrams of where to look for their convenience for diagnostics.
    Unfortunately they didn't even fix that right and now my screen switch doesnt work. Don't they test things before they send it out?
    Problem 3 I don't know what type of cheap labor they use but its bad.

    Lets start with the photo montage



    Three brand new scratches actually they feel like chemical burns to the surface so its no longer shiny. Does not clean off.


    Its really hard to see but this is right in front of the headphone jacks. If you notice light, thats because my LCD is still on.


    This one is just beautiful. Think they used a crow bar to pry my laptop apart?


    Ah the lovely hair and now I have more dust! Im so happy I could just kill myself!


    Not sure how clear this comes out but my screen is scratched as well.

    EDIT: I just noticed im missing 2 screws on the bottom of my laptop as well! Speed repairs!! Im amazed they would miss screws..

    added picture to make it more interesting... also notice the lower right screw in battery bay and how its scratched up around the screw area, power screwdrivers?

    Good job HP keep up the good work.

    Timeline
    12/11 Send laptop in for first time
    12/17 Laptop returns from HP with more problems, original problem not fixed.
    12/20 Receive empty box from HP > Send in
    12/26 Laptop returns with lid and keyboard bezel replaced, lid sensor and original problem not fixed.
    12/26 Call to complain
    12/27 Call to request replacement -> "will get a call from case manager in 24-48 hours"

    12/28 11pm I wasted the last Friday of my winter break waiting for a phantom phone call. WHY MUST I WAIT!!!
    FYI "quality" case managers do not work weekends.
    On hold until Monday > Perhaps designed to make me wait until school starts.

    All in all, my winter break has been great emailed HP support 4 times, got one reply, emailed chat few more times before it was "solved" to send it in. Called HP 5 times, average of 30minute phone calls, waited for these phantom "case managers" twice so far. The Fedex guy knows me by name now, I have a small collection of HP boxes in my room, school starts on January 2 and my laptop has more problems than it started with. I wrote many emails to different places trying to get help and criticizing HP, I finally found something that makes me more annoyed and angry than when I think about school so thats pretty good!


    EDIT
    Sounds like ill be getting a replacement! And I must add when I get a confirmation on it, it will be a very nice upgrade from my current setup. Hopefully I wont run into any more speed bumps along the way!

    Yeah, I had to call them this morning, spent an hour on the phone and asked to be transfered to a case manager. The guy was really nice and reasonable.
    Last edited by awdark; 31st December 2007 at 05:47 PM. Reason: Updates =]
    HP DV2700t, 2.0ghz Core2duo, 3gb DDR2, 500gb Hitachi 5400, 8400m GS 128mb.

  2. #2
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    Default Re: Anyone get screwed over by HP warranty repair? (no 56k)

    Wow, that is horrible, I would definitely talk to customer service and demand a supervisor and explain and/or show pictures of the before afters of the warranty work. Let us know what happens.
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  3. #3
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    Default Re: Anyone get screwed over by HP warranty repair? (no 56k)

    My buddy got screwed by them. Sent his lappy in twice b/c the battery would never charge, both times it came back in the same condition...he complained and talk to reps for 2 weeks and still they wouldn't help him out even though he has the premier warranty package.


    Fortunately for him, he had the accidental warranty protection, so he stuck it in the bathtub and claimed that his baby spilled water on it and fried it...

    ...so they are going to replace...after they try to fix it. (hahahaha)
    Happy wife...happy life 8^P

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  4. #4
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    Default Re: Anyone get screwed over by HP warranty repair? (no 56k)

    That's just unacceptable. Call them up and demand a supervisor. And if they need proof, you have it right there.

  5. #5
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    Default Re: Anyone get screwed over by HP warranty repair? (no 56k)

    I would definitely call HP and talk directly to a supervisor. As soon as a rep starts talking to you tell them you would like to speak to a supervisor, and don't let them try and persuade you to talk and deal with them. You want them to know that you mean business and this isn't acceptable. Don't be a about it, but let them know you are angry and very disappointed, but don't make them feel like you are screaming at them, because they are more likely to not help you.

    If the supervisor seems like he isn't going to do anything to help you in your situation, ask to speak to his superior, and what you need to do to escalate this since they aren't helping you.

  6. #6
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    Default Re: Anyone get screwed over by HP warranty repair? (no 56k)

    Man that is really awful, your poor baby! I'd be waaaay beyond irked if I were you but the guys are right, try to remain calm when talking to HP. Sugar gets you a lot further than vinegar. I know if it were me there would have been lots of censored words when I opened the package and saw that damage.

    Who does their repairs??? Trained Chimps?!? Any bozo at the local 7/11 could have done a better job than what I see in the pictures. I saw your first post/pictures about the hair in the screen but did you take pictures of the rest of the laptop before you sent it in? From now on it may be good advice for anybody sending in a laptop for repair to take a few interior/exterior shots.

    I'm just shocked at that damage!

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  7. #7
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    Default Re: Anyone get screwed over by HP warranty repair? (no 56k)

    I'm not surprised actually as I've known cases where these 3rd party agents simply pry open the laptop. What I usually do is take photos before sending it in and tell HP that I'm marking areas with existing scratches and ensuring that they do not produce ANY additional scratches upon returning my device.
    If it is an onsite repair, I'd be sitting there making sure they don't scratch the device while repairing it.

    Either case, I'd be screaming (not literally, but some serious talking) at both the HP repair agent and the case manager if that happens. They simply deserve it in this case as this is gross negligence.

    I've had my screen replaced once and it returned with glue residue and scrarches on the bezel which cannot be removed. After a stern call to the case manager and the tech who repaired it, I made them replace all the parts which they damaged.
    Last edited by chrixx; 17th December 2007 at 06:26 PM.

  8. #8
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    Default Re: Anyone get screwed over by HP warranty repair? (no 56k)

    wow that is scary
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  9. #9
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    Default Re: Anyone get screwed over by HP warranty repair? (no 56k)

    Ill dig up pictures to show its previous state. I didn't think the could be that cruel to plastic. I guess I was too idealistic to hope they would know how to properly take apart a computer and reassemble. lets hope everyone remembers to take pictures in the future!
    Last edited by awdark; 20th December 2007 at 07:49 PM.
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  10. #10
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    Default Re: Anyone get screwed over by HP warranty repair? (no 56k)

    do you know if I should call them as well? Currently I'm emailing them and they told me to wait for a "quality case manager" to call in one to three days but the letter in the box states to make a claim in defects within 24 hours to the phone number included in the packing although I think they are refering to shipping defects like if fedex broke something so should I be calling them as well or just wait? Thank you
    HP DV2700t, 2.0ghz Core2duo, 3gb DDR2, 500gb Hitachi 5400, 8400m GS 128mb.

 

 
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