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08-05-2009 08:18 PM - edited 08-05-2009 08:42 PM
Contacted HP support again and told them it's been 72 business hours and no call from a Case Manager. Their response was to escalate the issue to a Case Manager again and wait another 48 hours for them to call. What a load of crap! I've already waited 3 days for a call I should have had after 2 and now they're telling me to wait yet another 2 days, I won't hold my breath for that call either! Canadian support is obviously much worse than the US, I was so fed up with HP support that I took my computer back to the store and they're sending it back to HP for warranty repair, which will take a MONTH! At this point they could give me a gold plated computer with everything working perfectly and they will still NEVER get my business again, nor will I ever recommend anyone else to buy an HP and I work in the IT field. I was even tempted to tell customers at Future Shop who were looking at the HP systems to steer clear and buy a Dell.
Future Shop customer service was very good and they were going to give me a new computer on the spot, but since mine came from the same shipment they were all 1.03 motherboards! I'd like to see every large retail chain that sells these HP systems send them all back and flood HP with returns.
08-05-2009 08:42 PM
08-05-2009 09:12 PM
08-06-2009 07:21 AM
08-06-2009 11:20 AM
I just spoke to my case manager. We had a long discussion, but after we exhausted some of the issues and after I explained some of the problems that all of you were having, she asked if I would hold on awhile. She did some research and found that there is a known issue with timing between the intel processor and the motherboard. Because of this issue she is sending me a new PC. The new pc may or may not have a different motherboard, but it will have an upgraded i7 cpu that has a bios update built into the chip. She believes that should completely solve the problem.
I was happy with the way she handled the case. She knew that I could easily return the computer to Costco for a full refund, and that I did't want to try a new pc or motherboard unless HP believed they had a solution. So, in about 7 -10 days I should get a replacement and see if the problem is really gone.
She had no problem with me posting this i7 timing issue, and because there isn't a BIOS update for the processor for you to download, it seems that you should be entitled to a replacement.
The replacement works like this: She will send me shipping labels for my pc. Since I don't have a box, I can use the one my new PC will come in.
I hope this will solve everybody's problem.
08-06-2009 12:19 PM
XStan, thanks for the info. What I see wrong with this picture is that HP should communicate this to all of the customers who are known to have the specific motherboard and/or intel processor with the timing issue. My computer was purchased directly from them and it is duly registered at their website, and I am sure it is true for the other known victims of this fiasco. It would be nice if they reassured their customers if they have the updated hardware that would not cause any more of this problem, or if they don't they should be contacted to fix it. HP sucks as to how they handle their own blunder.
I found it surprising that they are going to send you a replacement without sending back the original first. That is what they required in my case. Once they received it, then they started on the replacement. There was another victim in the thread who had to pay FEDEX for boxes and packaging fees because his girlfriend had thrown away his computer box.
08-06-2009 12:27 PM
08-06-2009 01:18 PM
I had my computer for two weeks before it had its first lock-up and has happened more frequently as time passes. I put in a call to tech support 5 days ago with no resolve. The next day they were suppose to call me back to see if the problem was still existing. I had to call them as the time came and went when they told me they would call. The second conversation produced no positive results either. I was told to expect a call in 48 hours from senior tech support. It has now been 4 days and no calls. I have always been a fan of HP. I have two previous laptops that are going strong, but this is getting ridiculous.
08-06-2009 02:15 PM
There's one thing very wrong with what you were told by the case manager "an upgraded i7 cpu that has a bios update built into the chip. She believes that should completely solve the problem." CPU's do not have a BIOS, the mother board does and if you still get a 1.03 motherboard then you will still have the same problem. If this was a CPU problem then Intel would have recalled all Core i7 920 CPU's and the problem would affect every PC on the planet with a Core i7 920 CPU and this is simply not the case. This is a motherboard issue not CPU and the HP case managers are either incredibly stupid or they think customers are and will believe any BS they tell them.
08-06-2009 02:20 PM