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09-29-2010 05:31 PM - edited 09-29-2010 06:25 PM
I give up. Im seriously at my wits end, and I cant do this anymore. More bsods today, start up to blacks screen, logged temps of 106 Celsius..
I have had my dv 2700se laptop for almost two years, it has the defective 8400 video card. Out of two years it has worked a couple of months. I have had to send it off 4 times for over heating. It started overheating again about 4.5 weeks ago, a few weeks after I got it back for the fourth time. So this is what has happened trying to get it sent off a 5th time. Keep in mind that I started calling 4.5 weeks ago. I also recorded all calls so I can goto small claims court and get 5k back.
So I called 4.5 weeks ago, the computer is overheating again, reaching temps of 103 Celsius, that is well over 200 degrees. It has set off my smoke alarmed, charred my desk and almost lit a envelope on fire. So I speak with the person who answers the case manager line, it takes her 1 hour to find my extended warranty. She then updates/check all my info. She apologizes and says someone from the "pulse" team would call within 24 hours. I receive no call. I call back, she apologizes, double checks my number and promises they will call within 48 hours. I get no call. I call back and ask to speak with a supervisor. So I get a supervisor who says give me a few days to look over your history and call me back monday. Called three times monday, no call back, call three times tuesday, no call back. Finally I get a hold of him on wednesday. Instead of trying to help me he looks at a case number that is three case numbers back in which I didnt send the computer in with the box as I was hospitalized. Despite it being sent in twice since then, its still my fault because I missed that one, the one that would have fixed it. He says he's going to escalate the issue and I'll get a call within 48 hours. Never got a call back.
I call tonight and speak with the person who picks up the case manager line. She says that people have been trying to call me. I ask what number are they calling? ooohhh my old number from last year, despite me giving you my new number at the end of every single call. So she apologizes and says heres the number to the safety team. I call the number and its the number to the head office, operator has no idea what teh safety team is. So she connects me with executive support. He says he will make sure they get the correct number.
I got upset and called the case manager line again, just asking for the safety support teams number. HE says they don't have one but they will call me back. He then says the number is blah blah blah (my new number). I ask if he has my new number then why don't the escalation team? why have I received calls on this phone from hp because I have sent the laptop off twice under this phone number and address? He cant answer that..
So here I am, waiting for a call back again. I just want the laptop replaced. Its the 5th time its going to be sent off for overheating, display issues, black screens, boob's etc...
Sad thing is, I work for a major retailer, in the computer department. You can bet every person I talk to (average 100+ customers a month) will hear this story. IM going to type it up and have it printed out to hand out. I will also be taking this to court. It almost set my house on fire, set off my smoke alarm, I have been nothing but patient and absolutely no one will help. I can punch a customers name in our system and get all of their info in less than 5 seconds. Why HP cant do this I have no idea.
Im soo upset right now i cant even explain it...
09-30-2010 06:31 AM
www.hplikesfire.com , I will be posting other stories like mine, and issueing a press release here in the next week. If anyone has similar stories please PM me
09-30-2010 12:03 PM - edited 09-30-2010 12:04 PM
Honestly I congratulate you on what your doing, far too many people just let companies like HP roll over them, I have been trying for over a year now to get them to fix my SD card reader and all I get is the big middle finger from them, this is the first and last HP product I will ever purchase. Oh and BTW my friend has a HP all in one C5180 that wont even print in BLACK AND WHITE when the color cartridges are empty, whos idea was it to have such TINY cartridges?!?! HP needs to get their act together and start being a real company again. Also I really think these boards are a joke but on the other hand you will get a million times better support here from people that dont work at HP than HP itself. Again Kudos to you and keep it up! Oh and as a last note about the printer issue, my friend and I have decided earlier that we were going to purchase a new printer again, we went to new egg and bought a dot matrix LOL, same exact one we had 10 years ago that they still make, damned thing never broke and always printed even with an empty ribbon