HP Responds to a Computer Hardware Problem
So, “CamBlack” from my chat room tells me about this problem he’s been having with an HP laptop. I immediately pass his message along to my friends at HP (who were quite instrumental in getting HP to sponsor Gnomedex this year). The story has a happy ending:
My mom got this HP ZD7010us Laptop. It turns out, that the first mistake was during the ordering process. A BRAND NEW laptop was ordered and paid for but somewhere, someone at HP typed in ONE wrong number and she ended up getting a refurbished computer. She didn’t really know it at first but then the problems started. First, about a month after she got it, the screen started to flicker on and off. You had to get it in just the right spot to make it stop. Then, the next problem, a few weeks later, It would just turn off whenever it felt like it. My grandparents came up to where we live (Michigan) from Florida and my grandmother made the first call to HP, Who then told her to, yep, you guessed it, reformat. Of course that did no good.
Well, then the next problem, the CD/DVD Drive would not read or write. Then, she called HP again to get the same ’solution.’ Reformat. Did not good. Then, the laptop started to overheat and die. Hp was called again. Mom was on the phone for 5 hours with them and then they FINALY said that they would come and get it and take it in for repair. The laptop was gone for a LONG time. It was gone such a long time that when it was returned, the warrantee was expired and absolutely nothing on the laptop was fixed. Even though when it came back, it came with a paper that showed everything that was ‘fixed.’ But the problems were even worse then before it went in, in the first place. So she gave up on it, because the laptop was still useable. But NOW, the darn thing wont even boot, it does the windows loading screen and then it does then it flashes the BSOD and dies.
Mom has a serious disability, many herniated disks in her back which means she cant work, and neither Social Security or workers comp will pay her anything. So thus, she cant afford to get it fixed. So I decided to email you about the whole thing to see if you could come up with something. Then, the next day, I get an email from Jeff Utigard from HP requesting my contact information. Thus, I responded and he replied back saying that it would be taken care of. Then, maybe 30 minutes later, Jeff Utigard calls and gets all of the information about the laptop, and then he tells us that someone will be calling very shortly. He then called someone else, who called us.
The woman who called has us tell her all of the info again, and then she said that we WOULD be getting a new laptop sent to us. She told mom that it would take about 2 weeks to build a computer with a 17 inch monitor, which we have currently on the computer that doesn’t work. So the woman on the phone said that there are a lot of problems with the 17inch monitors because they bend easier and could cause it to break. So she suggested a 15.1″ screen. I mean this computer is WAY better then the one we have.
The model is a HP dv6565 us. It is loaded with features, and she included a TON of extra features with it. Example: An HP Courier carrying case, an extra lithium ion battery, Microsoft Office 2007, and HPs best warrantee, a 3 year warrantee including accidental damage (a $400 warrantee.) Everything totaled up to be just shy of $2000 which is about $400 more valuable then the current laptop. The new laptop will be shipped on Monday. And it was all thanks to you Chris. I can not thank you enough. If there is anything that I can ever do for you PLEASE let me know! The link for the new laptop if you would like to look at it is here.
I’m glad I’m able to play ombudsman for people who otherwise feel lost in the shuffle. The only thing you can do for me, CamBlack, is stay active with our community and pay it forward. HP is certainly to be applauded for this resolution!
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10 Comments
SocioBiblog
November 13th, 2007
at 9:04am
her MacBook Pro has a red Spec case. Related Content:Revisiting VistaSlingbox CouponsDamn SpamnLightweight Laptop PricesLaptop vs DesktopThursday 24 Novemeber 2005How to Increase the Life of your Laptop BatteryHP Responds to a Computer Hardware ProblemWhat’s Up, Doc?I’m Selling My Toshiba Satellite
Brandon Martin
August 24th, 2007
at 8:23pm
This is awesome. “cam black” and “cam black’s mom” are two good friends of mine and i’ve been heawring aboutt the problems with this lapotop for over a year and being that she is disabled and has benn having horrible problems with them and am SOOO glad that she could finally get someone to help her…thank much for helping my friends chris.
Ed Delaney
August 24th, 2007
at 10:55pm
I have had a Sony Vaio for 7 years now that was a workhorse, still is. Last year I went shopping for a desktop and bought an HP Media Center M7360N Media Center system. Hands down one of the best purchases I have made. I have only contacted tech support about a few minor issues and they were resolved while using HP’s chat system. Then like your original poster’s mom, I blew my back out in October. I bought a Compaq V3019US notebook and aside from hating myself for putting Vista Business on it, I love it. Both have been very reliable and workhorses. Just wanted to share my success with HP. I considered a Dell at first but after building a Dell with the same features my HP turned out to be a great bargain.
uiop
August 25th, 2007
at 6:48am
Thats awesome. Pirillo FTW! lol
Scott Mead
August 25th, 2007
at 2:54pm
I have never had any good luck with HP anything, owned a hp computer. I would never own another HP every again. I feel they are built cheap and up-priced (if thats a word) and they cause you to either fix it which will cost you an ‘arm and a lag’ or buy a new one. The most problems I have had with HP is their printers. I have had many. They are no good.
Scott
http://www.scottmead.info
RoofingPrincess
August 25th, 2007
at 6:18pm
Chris,
I too am a friend of “CamBlack”s mom. You & your friends have totally made the day (week, month, year) of a woman who’s been going through some rough times. Thank you!!
RP
UncleJohn
August 27th, 2007
at 9:20am
Only thing is, it shouldnt take a celebrity to get HP to give good customer service.
The number one complaint I get from owners of Compaq’s and HP units is there mail in rebate. Guy came in no more then two days ago saying he sent in his mail in rebate with more then they asked for in form of proof that he bought the thing, and they said “The ups bar on the box wasnt included.”Which it was, so he dosnt have the UPS bar anymore since it was cut off the box.
Hince why I hate HP and Compaq they love to give you the run around.
I applaud you Chris for helping this poor guy solve a problem, but I still hate HP, it SHOULDNT take a international computer celebrity and personality to get a resolution to a problem such as this.
I say this, Chris way to go man, HP get your head out of your butt and start serving your customers!
Cathy Heneger
September 8th, 2007
at 12:09pm
Great story about the lady getting everyone’s help with her refurbished junk HP laptop!! Thanks to people like Chris, the world is all about who you know and who will go to bat for you! I just read the story today while searching for 17″ screen problems. Mine is doing the same thing and has been for months. It started so minor that I didn’t think it was the computer, but the web page I was viewing possibly. The minute that the 1 year warranty was up, it got real obvious what was really going on and I chatted on line with HP. I am now awaiting a response from HP as to what they will do. They have already told me I could pay $800 to get a new screen!! I contend this was an issue during the last quarter (at least) of the warranty. Then they said that the warranty period began almost two months before I even purchased mine. My laptop (HPdv8320us) was purchased 8/25/06 and then returned due to being defective. The store got a new one up and running for me (on 8/30/06) before I agreed to take a replacement. Now this. I am hoping for some real good news from HP this Monday or Tuesday when their “updated warranty” has been completed. I would like some inside help also if possible. This 17″ screen does seem to be touchy, touchy, as I have been extremely careful with mine!!!
Cathy
deborah herzberg
October 18th, 2007
at 10:50am
My nightmare has been going on since June 2007. I have over 40 pages of documented contact with HP, escalating all the way to Executive Customer Service levels and involving Jeff Utigard, who supposedly gives a damn.
Even the executives are well versed in making empty promises and then become unobtainable when you try to follow up with them. I have sent this laptop back for repair twice. The first time they returned it unrepaired and said it was out of warranty (not the case). The second time, they returned it supposedly repaired (NOT!!!!). To top it off, it was returned with the screws that hold the hard drive cover on the case stripped (the case is stripped, so the screws can’t be tightened, and they fall out now).
So here I am, 4 months later, with no repair, and additional damage to my laptop. Unfortunately, I don’t know anyone at HP to pull any strings for me. I have my problems too. I am dealing with cancer, just buried my grandma, and so on. But HP should be willing to make good simply becaues it’s the right thing to do, not because of who I know, or what personal setbacks I have in my life.
So far, I’m no closer to a happy ending than when I embarked on this battle in June. I will never buy HP again.
Jimj
January 31st, 2008
at 8:13am
I am currently in the HP run around with a new latptop. It’s a Pavillion DV9310us and it’s having a hard drive failure and overheating. Whenever you call tech support you have to understand you’re talking to some low level person who just punches your problem into their support software which goes through a pre programmed decision tree based on prior calls over time. They have no idea for the most part of what they’re telling you to do, nor have most ever touched a system in real time, in fact I’m betting it’s people in India answering the phone. I moved it to second level support and will force it to third level to get satisfaction. I used to be an HP certified tech and worked retail support and when I ran into computer issues on a system in warranty, especially if it’s within the first year I’d find a way to just give them a new one and ship the bad one back to HP. It’s been my experience that once a “new” system starts having major failures you end up replacing everything but the case to fix it which is a waste of everyones time. What I don’t understand is why HP has changed so much (for the worse) that they can’t understand that this is my only machine and I can’t do without it for the 3+ weeks it’ll take to maybe repair it. I guess they think everyone msut have 2-3 machines just sitting around or that you can just whip down to a computer rental company and get a loaner……Being disabled at this point I’ve got the time to harrass them until I get what I deserve and what I paid $$$ for!
Chris, if you want to chime in please do, I can use all the help I can get!! This piece of junk is only 8 months old. Needless to say Staples pretty much shrugs and looks at me like “what, you want service other than us taking your money?”