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05-05-2010 01:39 PM - edited 05-06-2010 10:04 AM
Service Order number:
AQB780 - 01
Well this all started the 20th of April when I purchased a 311 from Ecost.com: http://www.ecost.com/Detail.aspx?edp=55 ... =155441519
I then received it on the 22nd, opened it up from the sealed HP box and upon first firing it up while charging the battery, I discovered it was getting very hot. So I downloaded some temp monitor utilities only to find out that it was hovering around 87c on the CPU!! Then upon doing more research on this very site, I found that there is supposed to be a fan working, and clearly mine did not work at all!
I was so mad! So I contacted Ecost to return it and they tell me: "Dear Valued Customer,
Thank you for visiting eCOST.com.
We received the request for Return Authorization for the HP Mini 311-1037NR 1.60GHz Intel. Please be advised that we are in strict policy that should you find problems with the HP unit, DOA or defective, you are to contact the Manufacturer (HP) directly."
So I contacted HP and created a support ticket, they shipped me out an overnight fedex box that arrived the next morning, I thought great, this should be quick... I avidly check my Repair Status on HP and they say it will be returned on the 30th of April, only 6 days from when it was received. About 5 days in I notice that my status had not changed, so I called support up and they told me there is a delay on a part and 2 calls later and one request to bump it up to a Case Manager, they update my status to this: "Hewlett-Packard is awaiting the arrival of a part to complete your product repair.
Expected Delivery Date:05/14/2010"
THREE FRIGGIN WEEKS!?!? So today I finally talk to a Case Manager on the phone after returning her call, Nice lady named Jeanette or Jennifer (I think) tells me that there's nothing they can do in terms of shipping me out another refurb/new unit but she will talk to the service department to try and escalate the repair and let them know it is a high priority repair.
So now I'm sitting here, without my Mini, not even 1 hours worth of use, with 10 more days to go ALSO with the chance of it being delayed yet again...
This is ridiculous, how does HP techs miss the fact that the fan is not even working, what kind of half-assed diagnostics do they do???? And how is a simple 20 minute fan replacement job taking over 3 weeks to fix, all because of a backorder.
I really, really hope this case manager pulls through for me.
HP needs to really get their QC in check.
05-08-2010 12:00 PM
*Update* It is now 4 business days until the "claimed" return date on the 14th for my 2 week (3 weeks total) part delay.
I really have a feeling that I won't be seeing my mini on the 14th either.
I'm really starting to get aggrivated XD
05-14-2010 02:31 PM
I talked to Jennifer my lovely Case Manager, she said if they do not ship me out mine repaired by MONDAY (1 business day from now) She will set me up for a new and quite possibly better replacement. And I'll have an extra battery from my old one.
Let us pray.
05-17-2010 11:32 AM - edited 05-17-2010 11:33 AM
Just got off the phone with Jennifer my case manager, who did an amazing job. I'm getting a brand new HP Mini 311-1037 spec for spec match as my old one send to me in a few days! It's confirmed, the 2 and a half week wait was worth it.
Hp support was a little gruesome on the wait times, but in the end I am a happy satisfied customer. Thanks HP!