I've had quite a rough time trying to get my laptop fixed by HP...here's the story..
I have a HP Pavilion DV6000Z custom built laptop (which is quite a nice laptop).. which we purchased with HP's 3-yr Accidental Damage Protection warranty, which specs are:
- 3yrs of accidental damage protection (against spills etc.)
- mail-in warranty (upgraded from 10 day turnaround to 3 day)
I've had two problems with this laptop:
1 - The network card would "drop off" the system and refuse to work. It started as just needing a reboot, but it got to the point where it didn't work even with a reboot.
HP sent a replacement network card but that didn't fix it, so I had to send it in, where they replaced the mainboard and network card (Note: No I didn't blow up the mainboard, I'm an HP certified tech..I know what I'm doing..). Got it back.. all working well, so there was no problem.
2 - A couple of months later, my wife spilled milk on the laptop, and it (of course) died. I used HP's online tech support and let them know we spilled milk on it and it didn't turn on. This was ok after the tech looked up that we had an ADP warranty, and said a box would be sent out to return the laptop.
A week later, no box... so I went on HP's online tech support again, and this tech told me that there was no ticket issued for my laptop, but he *did* have the log session of the previous tech and could not tell me why the ticket was not issued. So he did it and I waited.
A few days later the box arrives, we pack it up and send it off the next day.
I keep checking HP's website to check the status of the repair..
10 days later I check the website, and it says that the laptop is "out of warranty" and is going to cost over $700! So I call HP this time, and the tech I talk to says that it's normal for ADP warranties because they have to assess the damage and send it to a claims dept. to get it accepted. I thought this was rubbish, so I went online to speak to an online tech again. That conversation went something like this:
Me: "Hi, my laptop is in for repair and it is under warranty but the website says that it's out of warranty and it's going to cost me $700.."
Tech: "Don't worry, you'll get your laptop back"
Me: ".....uh.....what?? When will it get back?? It's been in there for 10 *business* days already..Your warranty says it'll take 3 business days!?"
Tech: "Uh.....ok"
So I demanded that I get a case manager to look into it (I've had to have this done before for a previous laptop..I swear that should've been a sign)..
I get a call from a case manager the next week, and when I get back to her she looks at my repair status and says "Have you had any contact from the repair center?" "No.." "Oh, because it looks like they're investigating if the damage was caused intentionally.."
At this point I was wondering if *anyone* would intentionally damage their own laptop...I mean...spilling milk on it wasn't done intentionally..??
Then she continued "Oh but I see you have a accidental damage protection warranty...so this shouldn't be an issue"...so she click click clicks, and what do you know? The website changes from "Out of warranty" to "In warranty" and the cost changes to $0.00.
About 4-5 business days later I get the laptop back. It now turns on and works, but has the new problems of:
- There's an 'X' scratched in the top of the laptop lid.
- The keyboard and speaker grill have a substantial "bulge", as if the laptop wasn't put back together correctly.
I call the case manager back and complain about the repair and ask if I can get it repaired locally. She um's and ah's and says "Do you know of any local HP repair agents?" and I said "Yes I used to work for one..." and she says "Can you get a quote of how much it'll cost to repair"...and eventually tells me to take it to my local Staples as "they will have the parts" (having worked for HP repair agents for the last 9 years, I can tell you they *don't* have the parts in stock, they have to order them from HP)..
So I end up sending it back to the repair center...where it takes them ANOTHER *11* business days for the repair to happen (so much for 3 days!)..and when I get it back, more parts have been replaced...but the scratch is still there!!!!!
At this point I'm fuming! So I call her back and complain...and at this point she calls back and says that they'll replace the laptop for us.... with the exact same model and specs..
To me, this was unacceptable.. HP has screwed me over for over a month with this laptop and they get away with it by just sending me the same laptop again?? I don't think so!!
So I fax her my demands, which are basically the same laptop, but with higher specs. And to her credit she did get me a laptop with higher specs (although not quite to the same that I wanted).
It just arrived today so at the moment we have two laptops, but I'm going to take my sweet time moving the data across to the new laptop and making sure it doesn't have any problems.
So in summary, Thankyou HP for the updated laptop, but no thankyou for the horrible service. If you *must* buy an HP, buy one with onsite repair... do NOT accept the rubbish mail-in service they offer.
I have a HP Pavilion DV6000Z custom built laptop (which is quite a nice laptop).. which we purchased with HP's 3-yr Accidental Damage Protection warranty, which specs are:
- 3yrs of accidental damage protection (against spills etc.)
- mail-in warranty (upgraded from 10 day turnaround to 3 day)
I've had two problems with this laptop:
1 - The network card would "drop off" the system and refuse to work. It started as just needing a reboot, but it got to the point where it didn't work even with a reboot.
HP sent a replacement network card but that didn't fix it, so I had to send it in, where they replaced the mainboard and network card (Note: No I didn't blow up the mainboard, I'm an HP certified tech..I know what I'm doing..). Got it back.. all working well, so there was no problem.
2 - A couple of months later, my wife spilled milk on the laptop, and it (of course) died. I used HP's online tech support and let them know we spilled milk on it and it didn't turn on. This was ok after the tech looked up that we had an ADP warranty, and said a box would be sent out to return the laptop.
A week later, no box... so I went on HP's online tech support again, and this tech told me that there was no ticket issued for my laptop, but he *did* have the log session of the previous tech and could not tell me why the ticket was not issued. So he did it and I waited.
A few days later the box arrives, we pack it up and send it off the next day.
I keep checking HP's website to check the status of the repair..
10 days later I check the website, and it says that the laptop is "out of warranty" and is going to cost over $700! So I call HP this time, and the tech I talk to says that it's normal for ADP warranties because they have to assess the damage and send it to a claims dept. to get it accepted. I thought this was rubbish, so I went online to speak to an online tech again. That conversation went something like this:
Me: "Hi, my laptop is in for repair and it is under warranty but the website says that it's out of warranty and it's going to cost me $700.."
Tech: "Don't worry, you'll get your laptop back"
Me: ".....uh.....what?? When will it get back?? It's been in there for 10 *business* days already..Your warranty says it'll take 3 business days!?"
Tech: "Uh.....ok"
So I demanded that I get a case manager to look into it (I've had to have this done before for a previous laptop..I swear that should've been a sign)..
I get a call from a case manager the next week, and when I get back to her she looks at my repair status and says "Have you had any contact from the repair center?" "No.." "Oh, because it looks like they're investigating if the damage was caused intentionally.."
At this point I was wondering if *anyone* would intentionally damage their own laptop...I mean...spilling milk on it wasn't done intentionally..??
Then she continued "Oh but I see you have a accidental damage protection warranty...so this shouldn't be an issue"...so she click click clicks, and what do you know? The website changes from "Out of warranty" to "In warranty" and the cost changes to $0.00.
About 4-5 business days later I get the laptop back. It now turns on and works, but has the new problems of:
- There's an 'X' scratched in the top of the laptop lid.
- The keyboard and speaker grill have a substantial "bulge", as if the laptop wasn't put back together correctly.
I call the case manager back and complain about the repair and ask if I can get it repaired locally. She um's and ah's and says "Do you know of any local HP repair agents?" and I said "Yes I used to work for one..." and she says "Can you get a quote of how much it'll cost to repair"...and eventually tells me to take it to my local Staples as "they will have the parts" (having worked for HP repair agents for the last 9 years, I can tell you they *don't* have the parts in stock, they have to order them from HP)..
So I end up sending it back to the repair center...where it takes them ANOTHER *11* business days for the repair to happen (so much for 3 days!)..and when I get it back, more parts have been replaced...but the scratch is still there!!!!!
At this point I'm fuming! So I call her back and complain...and at this point she calls back and says that they'll replace the laptop for us.... with the exact same model and specs..
To me, this was unacceptable.. HP has screwed me over for over a month with this laptop and they get away with it by just sending me the same laptop again?? I don't think so!!
So I fax her my demands, which are basically the same laptop, but with higher specs. And to her credit she did get me a laptop with higher specs (although not quite to the same that I wanted).
It just arrived today so at the moment we have two laptops, but I'm going to take my sweet time moving the data across to the new laptop and making sure it doesn't have any problems.
So in summary, Thankyou HP for the updated laptop, but no thankyou for the horrible service. If you *must* buy an HP, buy one with onsite repair... do NOT accept the rubbish mail-in service they offer.