Hard Drive Failure

[sllarl05]

My hard drive has just failed, my warranty is not up yet. I've only had the computer for three months. Can I order a replacement and how much will it cost with the warranty still effective?

[erico]

More information please.

What is your PC model name/model?

What OS is installed?

How do you know that your hard drive has failed? What does your system do when you try to boot it into the OS?

If your system is still in warranty then contact HP support. It shouldn't cost you anything for the replacement if the hdd has truly failed.

Message Edited by erico on 03-20-2009 02:00 AM

[jim97205]

My hard drive failed while still under warranty.  The failure was confirmed by HP tech support.  In writing they accepted responsibility and wrote that they were forwarding me a replacement hard drive at no cost.

Several written communications from HP acknowledgeing that they would send a replacement.

It has been TWO MONTHS and still no hard drive.

I am so unhappy with HP that I will never buy another product that has HP attached to it.  My son went off to university and wanted a new computer, $1700 later he got one that is not an HP/Compaq.

HP DOES NOT STAND BEHIND ITS WRITTEN WARRANTY OR WRITTEN PROMISES.

[erico]

Hi,

Sometimes with any company, including HP, one has to be quite assertive.

Have you all of the documentation(emails, written acknowlegement of hdd fault) that you need?

Contact HP, be polite but assertive and explain the situation.

Force an escalation by insisting politely to speak to the next person (supervisor) up the chain of command.

Keep on going up the chain until it is resolved.

This is my method of dealing with this type of issue and it has never failed me.  I can be polite, but very pushy.

regards,

erico 

[Gangles]

if the harddrive failed there should be an error code associated with the failier. You can run the harddrive test in the BIOS to get this. There is a specific process that needs to be done with customer replaceable parts so you should have got a customer service order number with your exchange(hp wants the old harddrive back) the CSO looks like XYZ123-01. It is shipped via fedex/UPS and you get the part within 4 business days with a pre-paid shipping lable to send the defective drive back.

Call hp tech support to order your harddrive or troubleshoot the issue.

[jim97205]

Gangles:

2+ months ago I received instructions from HP support and followed their instructions.  The result was FAILED - REPLACE HARD DRIVE 1 (Warranty ID - error code 10008.

After emailing them then I get a response that HP Total Care takes ownership of my problem.  Each one of the emails have the same storyline, they take ownership.

I expressed my disatisfaction after waiting a month for the promised harddrive, so they escalated my issue to Erica who is a customer serivce manager.  She sent me an email once again telling me that HP takes ownership, but still no harddrive.

Is "ownership" a big word in customer service that is to make the customer feel better.

It has been so frustrating that I have prepared letters to the company that I bought the laptop from, HP's office is Washington State, the Better Business Bureau and the Attorney Generals Office for consumer protection.  While the hard drive is available on ebay for 55.00 I will probably have to go that way<text deleted>

The replacement HD probably costs HP $20.00+ - and for the replacement costs they lost a sale of a computer for my kid and will lose my future business.  Not a smart business move in this economy. 

Thank you for your response!

Message Edited by jim97205 on 09-04-2009 01:08 AM

Message Edited by WendyM on 09-04-2009 07:11 AM

[Adamtech]

Hey there, This forum is for user to user support. HP does not monitor to offer direct assistance. Each of us is here on our own time to offer assistance.

[jim97205]

And your point?

HP provides this forum if i am not mistaken and thus has an interest in what takes place here.

I have written on several blogs about my negative experience and will continue to do so until HP honours their commitment. Too many consumers just "let it go" if the company does not do the legally correct thing.  It is after all a contract between the purchaser and the manufacturer

It is not the harddrive, it is the simple fact that they are dishonest.

Message Edited by jim97205 on 09-04-2009 10:24 AM

[Adamtech]

I understand that but complaining here will not get you a reply from HP because they do not monitor to assist users on this forum. Your best bet is to contact HP directly or provide feedback on their website.

[Gangles]

To answer your question, if the harddrive failed and you have an error code and you are in warrenty contact hp support and there is a process to get your harddrive replaced. Hp does want the defective drive back and will provide a pre paid shipping lable and packaging. Give them a call. 800-474-6836

As Adam stated, this is a hp forum but is created for the users to help users. Employees do help and browse the forums like myself but we do on our own merit and anything expressed is the opinion of each individual and not hp. we cannot look up orders, submit orders or do any internal hp help but we are here to give advanced troubleshootin or clarification.

Adam for example is excellent on these forums and works for one of hp partnered vendors(I am assuming it is ok to mention that because you mentioned it in a post or two). He uses his advanced knowledge in hp products to give outstanding service to the community. But speaks on his own behalf. Hopefully this clarifys the situation and keep up the great work adam