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Repair Department

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Hello all,

I am posting this because I am VERY unhappy with the repair department @ HP. On 6/30/10 I contacted HP about my laptop not charging when the adapter is plugged in. The customer service operator took me through a few steps that might have fixed the issuse but to no avail it did not work, so she ordered a box to sent to me in order to have my laptop looked at.


I went out of town and didn't mail my computer off right away. On 7/11/10 my 8 year old spilled juice on the table where my laptop was. I was suprised when it came back on and was working just as it was before. Thank goodness for that right? I couldn't deal with this no charging thing anymore and called HP to see if I could still use the box. She said yes and I mailed it out after filling out the form detailing "THE POWER ISSUE". My computer arrived at HP on 7/16/10 , on 7/20/10 I looked on the repair status website only to see that I was being charged $432 for the damage caused by the liquid, and that they had been trying to contact me. Uhh yeah right. I had no e mail, missed call, or voicemail from them. I didn't send it in for liquid damage I just want it to charge. Anyway from the 16th on they did NO work on my computer. I spoke to a supervisor named Adrian on the 21st and he then told me that he would let them know to work only on what is under warranty and fix my power issue.


I received my laptop today and it arrived with a "no fix" sticker on the box.I plugged it in and suprise ,suprise it STILL doesn't charge.I looked at the paperwork and called HP to see what work they did and I was told that NO work was done whatsoever. Wow so because I didn't pay $432 they decided not to even look at what the unit was actually sent in for. My complaint form never mentioned liquid damage because that wasn't an issue. Now I have to wait until monday to talk to this supervisor again just to see if he will put a note in and direct them to actually work on the REPORTED problem not what they found wrong in addition to what I already said was wrong.


I start school in a few weeks and I hate that I will have to be without my laptop again just to "try" to get this issus resolved when it should have already been handled while it was in their care since that is what my service order was about. It's as if they changed my service order once they found something I could be charged for. I kinda figured that they should have fixed the power issue and sent it back letting me know about the liquid damgae and the cost.

I hope this doesn't happen to anyone else.


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HP Recommended

25 views and not one supportive comment huh?  I understand your frustration and while you are new to this site as I am, a low post count should not deter anyone from piping in.


I realize that all repairs are different and require various levels of trouble shooting.  What I find amazing is HP's stating they have been, "trying to contact you."  I have heard that one before.  There is a huge disconnect within their system in how they respond to the customer.


I have a similar issue that I am currently trying to address with a 6 week old printer.  Their overseas tech support lacks the "care," personal interest, and detail  in your investment that we would expect. 


I hope HP helps you to resolve this issue.


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