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07-06-2009 10:32 PM
07-07-2009 05:12 AM
07-08-2009 07:26 AM
Very insightful article, for those that have not yet read it.
"Be persistent, but keep your cool (which may be more than your PC is doing). Advice at the [Text Deleted] site suggests going the corporate route and obtaining a case manager to get free repairs or a replacement, which standard tech support might not provide."
07-08-2009 09:29 AM
07-08-2009 10:37 AM
HP 9500 CTO here. NVidia 8600M CS failed of course at 18 months. As we all know I'm not in the HP Limited Warranty Service Enhancement range of models.
I went straight to a case manager on Monday. He told me he could give me 200 dollars off of the 400 dollar repair. I explained I was not happy with that offer, that others with my model have had free repairs. He told me I had until Friday to make a decission.
This morning (Wednesday) he called me and told me I had to make a decision today or the 200 dollar discount would no longer be available. I asked why there was this change and he stated there was a memo to that effect. I found this hard to believe. I asked if this was a new policy and he said yes. I told him I would get back with him.
I called corporate and was connected to the Executive Customer Relations Department in Palo Alto. I explained the situation and the change in the offer I was given. The person I talked to basically told me I was lucky to be getting the 200 dollar discount. I repeated my case about why it should be free. He stated he would contact the case manager while I was on hold. He came back and had a new case manager that he said would take care of me. I talked to this person and she said she was not in the laptop group and would pass on a message to my case manager. Back to the same guy again.
I'm now waiting to hear back from the original case manager. I am also preparing a detailed letter to the CEO.
I am going to start a new thread here for people who received free repairs, but are not in the HP Limited Warranty Service Enhancement, to list their models and case numbers. If we can all start pointing to other cases where the precident has been set, we may have better success in getting free repairs.
07-08-2009 02:15 PM
Nice one and very good idea. I was thinking we need to get the media more heavily involved, contact PC magazines on a global scale and EXPOSE this scandal, the taint on the reputation would cause more harm (and ultimately cost more money) than dealing with this problem, this I fear is the way to go unless HP get their finger out right now. There's a big HUNGRY shark at your heals HP, it's name is Customer Satisfaction and customer Care and it's after your blood (which is your failure to provide!!).
07-09-2009 04:59 PM
Alas, I have the same problem. I bought my HP Pavilion 2 years ago, 8 months into I got the failed video , sent it to HP since it was still under warenty. They told me yes, it was a graphics hardware problem, and would fix it under warenty. 2 weeks go by, then I call to check on my laptop, and I'm informed that I had somehow spilled liquid on my machine and I was responsible for repairs that now cost over 800.00 us. It took a month of arguing and going up the chiain of command, but they finally fixed my machine under warenty. Well, last week the graphics died again. I called the number posted in this forum link, got India, was given a case number and passed to a tech in Asia, that said she had never heard of this problem before, and will cost me 400.00 to fix.
I tried to expain my case to her, and finally she said that my case was going to be escilated, and would recieve a call in 24 to 72 hrs. Guess what. No call.
HP, you have the best customer service EVER!
I went out and bought an ASUS G71, very happy with it. I will be persuing this HP issue, to the EXTREEM. Nvidia admittied it, Dell admittied it, HP step up to the bat!
07-10-2009 01:07 AM