HP M9515F Caught Fire

[desiguy2447]

just an update..

I left a message for my HP case manager three days back, and no returned call yet.  (funny, the case manager said if I don't pick up leave me a message will call u back)..  Three days now, and still waiting..

On a good note I had the HP corporate office number where the staff can open the customer care ticket (as support cannot). So was able to get some update that the ticket was noted that the desktop was received as Fed Ex stated on Monday in TX, and the corporate office also told me you will get some information on or before Friday October 22nd.  The Corporate office doesn't have full access to real time information as the case manager does.

Touchwood I own a laptop that I can use.

Now if only my case manager would take 2 minutes out of her busy day to return my call or since she owns a smartphone as the corporate office told me she could at the least send me an email (how hard can that be) considering I sent her an email.

If any other case manager reads this post if you can give me some status update please send a PM, and I will give u the customer care number.

Thanks!!

[desiguy2447]

My HP Case Manager finally sent me an email with an update.

Seems the HP service center needs a few more days to inspect the machine. 

Good to know.. Now HP should know "I didn't cause the fire"

[desiguy2447]

I have finally reached the deadline for my HP Elite Desktops inspection. So now I am waiting to see what HP has concluded.

I have been in touch with my case manager who seems useless as everytime I get the same old story no information.  The corporate office doesn't want to do anything till today (10/22/10) provided the case manager comes back with the same old story I don't have any information, and the HP ticket is not updated. At which point the corporate office will get involved.

So today should be interesting one... Hopefully I wont have to be on the phone for most of it with HP.

[desiguy2447]

HP has official determined that there is a manufactured defect on the motherboard, and graphic card as to the fire.   However HP has been a big let down as they refuse to fix the computer as the machine is out of warranty.  So while HP  has been a let down it is nice to know third party warranty places like American Express who actually care to handle the issue.  After informing American Express of the issue, and what HP said on my desktop the shocked American Express Warranty Department said don't worry we will take care of the issue, and fix it free of cost.  (HP should take note). 

[Big_Dave]

That is good news from American Express.  Many credit cards to extend the manufacturer's warranty by an additional year so I am haapy to hear the A.E. is standing behind the extension.

[skatardrummer]

Since apparently I have similar issues to everyone else and will need a new computer, after reading the forums I'm not sure another HP will be in my future. The most common used words in the forums are:

Overheating

Freezing

Won't turn on

Graphics card fried

I bought a chill mat for my HP laptop because it caused burns on my leg and also on a table runner. HP needs to look into the fact that most of their laptop and desktops are a serious fire hazard O.o

Also, as much as I dislike Dell in many fashions, they at least will fix problems. When my screen broke under warranty, HP refused to fix it finding some loophole to wiggle through.

[desiguy2447]

HP needs to start actually caring about the issue, and not take the stand well your desktop is five months out of warranty so even though your computer caught fire we could care less, but you can kindly pay $300 to $400 dollars to have it repaired. 

I am still not done with HP even though American Express is handling the issue now.   Still going in the HP corporate loop with HP..

[akwoolf]

Hello-

Did you ever receive a final resolution from HP? The fact that the machine is out of warranty obviously shouldn't be the main focus in this case.

I had a issue with my HP Pavillion a6750y this past weekend.  I smelled burning as I was going to bed and couldn't initially figure out the cause.  I was moments away from calling the fire department because there was smoke in my finished basement. (Location of my office) - after some investigation I determined the cause to be my HP computer.  I pulled off the cover and notice that part of the motherboard was charred.  The awful smell permeated the house, even after I disconnected the computer and moved it to the garage.  I figured that there were safety features in place to prevent something like this from occurring, but I must be mistaken. 

I am very curious as to what your lessons learned are from your experience.  I would like to prevent some of the heart ache involved with reporting this to HP.

[desiguy2447]

Nope, no resolution with HP as HP has denied that anything is wrong with the computer not only that the case manager involved locked the ticket as a security risk so no one else at HP can open it.   We are dealing with BBB.org now as HP is surely covering something up, and while we work with BBB.org  a third party warranty I happen to get is fixing the computer issue.  The computer has been sent to a third party location for inspection and repair (since HP's own repair depot in TX is covering up the truth about the defect).  I am glad I had third party warranty as HP has been a huge let down, and is protecting themselves.

[desiguy2447]

Finally, after one month, and one week my computer issue has been resolved.   The HP computer which caught fire M9515F is being replaced with a new HP Elite series computer which is coming by the end of this week.  (Thanks to American Express Warranty).