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07-20-2009 08:06 AM
I have an HP w2207h LCD which I purchased in 04/08. Just last night, it has developed a problem which can only be a failure of the actual LCD panel. It's bad enough that the monitor has failed just two months out of the warranty period. What is really disgusting is that HP is apparently unwilling to examine/repair it even at my expense!
I used the live chat last night to speak with a representative. I had already performed exhaustive troubleshooting (swapping monitors, swapping cables, swapping inputs, etc.) and was simply wanting to get an idea of how much it would cost me to have it examined and repaired.
The individual with whom I spoke was completely incompetent. She knew little or nothing about the HP product(s) and even computers in-general. She took forever to type messages, displayed a poor grasp of the English language, repeatedly asked me the same and/or irrelavent questions, etc.
The worst part of the whole ordeal and what has me the most disgusted is that she refused to even speak with me about getting it repaired and flat out told me that HP would not. She first insisted that I take it back to the place of purchase (after 14 months). When I pointed out that wouldn't work, she said I just needed to return it to any local retailer for them to repair. When I was finally able to get her to understand that a local WalMart or Staples would never have the equipment or expertise to repair a defective LCD, she said that I need to just discard this monitor and purchase a new one, at which point she arbitrarily estimated $300 for the repair to show me that I would be better off just replacing it. She even started pitching a specific HP model.
This is just pathetic and completely unacceptable. I will never buy another HP product again. Below is the transcript of the chat session.
Brent1977 : Trying to chat again. Last time, box was gray and wouldn't allow me to type anything. Problem is horizontal line on LCD.
[An agent will be with you shortly.]
[You are now chatting with Maria .]
Brent1977 : Ok. Looks like it will work this time. Wouldn't let me type anything last time.
Maria : Let me know did you check whether the issue occurrs even if other monitors?
Brent1977 : The problem is present on the 2207h when it is connected to another system or when another input is used. The problem was not present on a different monitor connected to the main system. The problem is even present when the 2207h is just displaying the built-in message that there is no signal.
Brent1977 : I am fairly certain that the problem is with the 2207. Unfortunately, I'm two months out of warranty, so I mainly wanted to get an idea of what kind of cost I would be looking at for diagnostics/repair.
Brent1977 : Is there a flat fee or would it need to be examined first?
Maria : Sure Brent, I will help you with this issue.
Maria : Let me know is this occurrs in BIOS?
Brent1977 : If you mean whether the problem is visible even at the bios screen, the answer is yes.
Brent1977 : It appears that one or more horizontal display lines from the upper third of the screen is being incorrectly duplicated in the lower third of the screen. The problem horizontal lines are not a solid color but seem to change with what is in the upper third of the screen.
Maria : May I know are you chatting from the same computer which is facing this issue?
Brent1977 : Yes.
Maria : In order to assist you in a better way, May I know the product and serial number of the computer which is facing this issue?
Maria : We can find the product and serial number on the rear panel of the computer on a white bar coded sticker which is followed by a P/n and a S/n.
Brent1977 : There is no HP computer involved. The HP 2207h is an LCD monitor.
Maria : Brent, you say that this issue is not occurring when other monitor is connected to the tower, is that correct?
Brent1977 : That is correct. Another monitor connected to the same system does not display the problem. This monitory (2207) connected to another system still displays the problem.
Maria : Okay.
Maria : Could you please provide me the product and serial numebr of the monitor which is facing the issue?
Brent1977 : product no: GM757AA
Brent1977 : serial no: [removed]
Maria : May I know the operating system of the computer?
Brent1977 : Windows XP
Maria : Thank you Brent for providing the necessary information.
Maria : Brent, inorder to diagnose the issue , we will perform few steps, is that fine with you?
Brent1977 : Yes.
Maria : Please may I know how the monitor is connected to the tower?
Brent1977 : HDMI cable
Maria : Please disconnect the cable which connects the monitor and tower and check the result. And also let me know do you see the lines then.
Brent1977 : If I disconnect the cable, the screen will obviously go blank. I did this earlier when trying the analog input instead. As I said before, even when the monitor is receiving no signal and simply flashing the built-in notification as such, the line is present.
Maria : Thank you Brent.
Maria : Brent, I checked on this issue and I am sorry to say that the monitor has gone bad.
Brent1977 : Yes, I know. As I said before "Unfortunately, I'm two months out of warranty, so I mainly wanted to get an idea of what kind of cost I would be looking at for diagnostics/repair."
Maria : Brent, inorder to resolve the issue please contact the local store.
Brent1977 : I bought this 14 months ago. The local store isn't going to take it back.
Brent1977 : It was from Circuit City, anyway, and they are no longer in business.
Maria : To repair the monitor, please contact any retail store.
Brent1977 : So then the retail store will send it to HP for repair? There is no way anyone at a local electronics store will be able to repair this issue.
Brent1977 : Does HP simply not offer repair service?
Maria : Brent, the local retail store should repair the monitor.
Brent1977 : If I carry this monitor into the local Radio Shack or WalMart, they are not going to be equipped with either the parts or knowledge to repair this or any other monitor.
Maria : Brent, I would like to suggest you that instead of repair , you can go for a new monitor as it costs you less than the repair service.
Brent1977 : So you know how much HP would charge for the repair, then? What would it be?
Maria : It may cost you around $300.
Maria : Instead of this , you can go for a new monitor.
Brent1977 : Is that a flat fee or does it depend on what needs replaced?
Brent1977 : This monitor cost more than $300 new.
Brent1977 : This is a 22" LCD.
Maria : Brent, let me know do you want to have the same model monitor?
Maria : Brent, we have a HP 2159m 21.5-inch Diagonal 16:9 Full HD Widescreen Monitor and it costs is
Brent1977 : So you are telling me that there is no way I can even get an estimate on repairing this monitor?
Maria : Yes.
Brent1977 : Why is that?
Maria : Brent, what I am trying to tell you that the repair costs you more than the new one, so instead of repairing the monitor , you can go for a new monitor , on which you will get warranty, free shipping , High-quality picture.
Brent1977 : You initially would not tell me a repair estimate. You only said it "may cost around $300" when you began urging me to purchase a new monitor.
Brent1977 : If your lack of cooperation and understanding are indicitive of HP as a company, I will not be purchasing any more HP products. I find it impossible to believe that HP is unwilling to even consider repair on a 14-month-old piece of hardware.
Brent1977 : Your assertion that my local WalMart would somehow be able to repair this monitor is ludicrous.
Maria : Brent, when I discussed this issue with my supervisor , they informed that the repair costs approximately 300-325 $.
Maria : Brent, please allow to explain to you.
Maria : Please allow me to explain to you, I understand your concern.
Brent1977 : You repeatedly asked the same questions which I had already answered. You asked me if I was using the monitor right now and then proceeded to instruct me to disconnect it.
Maria : Alright.
Brent1977 : You can only make so many excuses.
07-20-2009 08:34 AM
I'd recommend an Acer 23 inch Widescreen for $169.99 (click here to see) with free shipping. It has excellent contrast ratios and response time...and a 3 yr warranty.
07-21-2009 05:50 PM - last edited on 07-21-2009 09:04 PM by WendyM
She just tried to help you man. What would you prefer? Paying $300-$325 for a repair? or buying a brand new one with warranty and free shipping for less money? <text deleted>
I say you buy another monitor and cut the bs..
08-23-2010 03:10 PM - edited 08-23-2010 03:57 PM
i have a w2207h that got fried in a lightening storm. the only defective part is the power supply so anyone looking for monitor parts contact me or reply to this. everything is in perfectly good working order other than the power supply so in your case i have a working LCD panel if you are interested and have the means to connect it yourself or know of someone who can.
ps- my email is [text removed for privacy]. please no spammers