Having problems with HP computer

[rob62521]

Well, the saga continues. I've sent the stupid thing in for the third time and it supposedly is on its way back to me -- HP had it less than 48 hours. Somehow I don't have a lot of faith in their fixing it this time either.

The last time before I sent it in I talked to a tech, then asked for a supervisor who read me the protocol. When I asked if he had a supervisor he said yes and I asked to speak to that person I was told that they don't take phone calls. I emailed the board of directors and some one else and received a phone call to call someone else. I did and basically was told I had to send it in a third time, but they would be marking it high priority. I said that I have been without this computer for a month and was basically told "sorry."

[cypher1]

I really shouldn't admit this story online, but years ago a friend of mine was in a similar situation with her laptop. I won't say the manufacturer or where she bought from, but she had the extended warranty and was clearly having issues with no video on the screen intermittently working. After sending to the store, and them shipping it to the manufacturer (3 different times for the original problem), nothing was resolved saying they couldn't replicate the problem. She begged me to do something about it, so I temporarily removed the keyboard, and hooked up my jumper cables directly to the motherboard, from my car. Needless to say, the store could now replicate the problem of no power, and ended up giving her a different laptop from her extended warranty. Not in anyway am I suggesting that course of action, just an interesting story.

[rob62521]

Very interesting indeed!

[Seeker]

Computer repair is a difficult process; I know it, I've taken apart laptops, desktops, printers, and even a few faxs and phones (and the smaller copiers) that were personal or professional devices no longer within any warranty.

Everyone, computer literate or not, has been through this multiple times.

If you use a computer, sooner or later something will fail. Sometimes devices fail completely ; sometimes not completely. The intermittant issues are the most troublesome for anyone to resolve.

OP, after three mailings back and forth, go to the Better Business Bureau website, find the HP business that you are using, and detail the facts of problem, action (what they did or did not do), and the dates/service order numbers, etc. Detail the fact that this business is not honoring their warranty. 99.9999% of the time, that gets results. File a complaint, and just watch your e-mail.

cypher1.... that's just bad. You killed an innocent device. lol

[Seeker]

Adding to the above.

The BBB is in business of making sure that businesses comply with their agreements. They will play middleman, and bounce your complaint to the proper people. Those proper people will have a chance to respond, etc. You will have another chance to respond.

If the computer still does not work, make arrangements for repair. File the complaint with all info listed as soon as you've sent it off.

Let them do their part, as it seems that that is the quickest way to resolution.

I've done the above with computers and have forced the issue several times. Always I have rec'd the remedy I listed. Normally a store credit or replacement with a similar spec'ed computer.

You found Corporate run-around; so have I. The common sole individual that purchases these electronics, cannot deal with the Corporate politics. Most people do sooner or later.

I'm still in IT, but no longer in "repair." Most of my repair certs have expired and thus I am not able to get parts for brand specific computers anymore, so I normally purchase extended warranties for laptops. I still tend to build my own desktops.

[moneysma]

I believe when it requires a 4th repair they will replace the laptop with a new one due to lemon laws.

I didn't know lemon laws applied to computers, only cars. If this is the case, it's good information to know!