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06-02-2009 05:04 PM
I bought two HP Pavilion tx1030la Notebook PC in Chile. I lived and worked there.
Then I moved back to Brazil.
1 and 1/2 year later one of them had its motherboard toasted. The second one, less used, already lost the wireless and the screen goes blank very often. It will burn soon.
From day 1, both were extremely hot at the vents, but since both were like this, I figured it should be some design flaw.
I couldn't expect to lose 2 expensive laptops, with touchscreen, voice recognition, handwriting recognition, fingerprint recognition, full multimedia package, TL50 Processor AMD Turion 64X2, 120GB hard disk Enhanced IDE 5400 RPM SATA, 1024 MB RAM 667Mhz DDR2, DVD+-RW with Lightscribe, Windows Vista, Graphics NVidia and so on.
Now I know I am not alone out there. It happened with a whole bunch of other people and it follows the same steps: too hot, screen going blank, problems turning on and then death by heat. And sometimes, in the process, losing the wireless function.
Now I know it wasn't a design flaw. It is an engineering flaw.
But what's boiling for me? Well, besides having lost 2 new laptops... I am in an HP assistance limbo. I've been tossed into oblivion, only because I live in a different country than the country of purchase.
So, because I moved from one country to another, HP is diregarding the problem, as if it did not exist. HP US does not respond. HP Chile does not respond. HP Brazil said, over the phone, that laptops bought abroad won't be serviced in Brazil, but wouldn't put this into writing.
In my frustrated contact attempts with HP assistance I had just a few simple questions:
1) Is 1 and ½ years the expected life span of an HP Laptop?
2) Is it a flaw in the project that they get so hot? (now I know this problem is big, with many customers around the globe suffering from the same problem.)
3) What can I do to prevent the second one from burning too? (in a vain effort to stretch the life of the second one, I updated the bios and increased the RAM to max specs)
4) What can HP do to help me with my burned laptop?
So, anyone out there can shed a light into this? I will be grateful.
06-04-2009 10:59 AM
My posts are my opinions and experiences from working in the tech industry 🙂
06-04-2009 11:48 AM
Hi, What I'm hoping to find some help with is the multi-country issue. You are right about the laptop and heat issues, but I would like to assist with the fact that we are seeing some run-around with moving product from one country to the next and not getting support.
I'll keep you informed.
07-07-2009 02:55 PM - last edited on 07-07-2009 04:20 PM by WendyM
My second HP Laptop died today and I still haven´t heard from HP.
The Chilean Shop where I bought both Laptops also pushed to the side, even stating that he is not aware of any problems with HP Laptops. Everyone already knows about it already.
When will HP act? When it is too late to save the brand?
Look at the answer from the Chilean Shop:
De: <text deleted>
Para: Flávio Melo
Assunto: Re: Servicio HP Notebook #1815216#
Jefe de Modulo 51
In short he:
- says the warranty is over
- gives me a phone number that does not work
- tells me I should leave the vents unblocked(!!) (Both laptops were used on the table)
- suggests I used it in bed, thus infering that I am the responsible for the overheating
- tells me he is not aware af any defective laptops
Should I give up?
08-08-2009 02:30 AM
I have the same problem. I bought a notebook in the U.S. and live in South Africa. After going on to the net I found that my notebook qualified for a recall repair. After phoning HP in South Africa it was confirmed by customer services that I had one free repair due to the recall. I have taken the notebook to the agents that do the repairs for HP in South Africa and this is where the fun starts. I have been told by the agents that they have just started with HP repairs and they don’t know the procedure for an internationlrepair and after 2 weeks they have just found out that the need to transfer the stock or notebook from the U.S. market to the African market ???? to do the repairs. God only knows why as it’s a HP product. With HP being an international company offering worldwide support I don’t see why there has to be such a mission to get support for their products worldwide.
After 3 calls to the hp customer support desk and talking to 6 different people getting 6 different stories I have given up. I Have bought a new notebook (Lenovo) for now and we will wait and see how long it takes to have the HP sorted out
BTW Pointing the complaints to your customer support site won’t work as 99% of the people complaining in this forum have already gone through the correct channels. THEY ARE COMPLAINING HERE BECAUSE THEY GET NO JOY FROM YOUR CUSTOMER SUPPORT.
08-12-2009 08:10 AM
HP Brasil won't offer any support on your product since it wasn't bought in Brazil. However, if you wish to pay for technical assistance, here in Brazil HP uses a third-party company called MGI Informática. Google it, there you will find information regarding what you could do. They can surely fix your problem.
The usual procedure is to ship your laptop to Suzano, where the factory is located.
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