momvan75 - Re: HP ENVY 17 - Heating issues

[MrMatthew]

http://h30434.www3.hp.com/t5/Notebook-Hardware/HP-ENVY-17-Heating-issues/m-p/1847785#M81057

I own an HP Envy 17, and I am highly dissatisfied with it.  This computer was purchased when I made the decision to go back to school.  I wanted a computer that would last me for at least four years.  I honestly thought that this was the computer.  I have always bought HP when it came to computers.  Not anymore though.  Since I have had this computer I have had to send it back twice for over heating.  The first time they replaced the thermal module.  I got the computer back and it worked okay for a little while.  Then it started to overheat again.  So I sent it back again.  When I got it back the second time they had to replace a speaker, the optical disc drive. and reseat the thermal module.  To me it was more than obvious that the over heating had caused some other issues within the computer.  The day that I got it back it over heated again!!!!  I called, and was told that it was my wireless mouse that was causing the issue.  I tried explaining to the person that my mouse had nothing to do with over heating.  This person also told me that when they had it the computer never over heated.  I find that kind of hard to believe since they have replaced so many parts, and had to re-seat one of the parts.  Through out this whole ordeal every person that I have talked to has told me that I needed to keep the computer on a flat surface.  So that is what I have done.  Yesterday I called HP yet again because my computer is over heating.  They told me that they would send me the package to send it in for repair.  I told the person that this was unacceptable, and asked to speak to a supervisor.  I wanted one of two things.  I either wanted a brand new machine, or I wanted my money back.  At this point I was told that he did not have a supervisor, and he would have a case manager call me back within 24-48 hours.  I received the phone call today.  The case manager said that he had two options for me.  One option was to have someone come to my house to look at it (but that would be the long way because it could take a couple of weeks), or I could send it in for repair again.  By now I am more than irritated.  I explained to him that his options were not acceptable, and told him the two options that I would accept.  I also asked to talk to his supervisor.  He told me that there was not a supervisor available, and that I would have to call back later.  By this point I am so irritated that I see red.  Before we hung up the phone he told me that whether or not the computer was replaced was under the discretion of HP.  That is all fine, and well.  However this computer has been nothing but problems since it was purchased.  With that being said it is not my fault that the computer is over heating all the time.  The only option for HP is to give me a new machine, or my money back.  [Legal Discussion Removed]  I should not have to send my computer back every couple of months because they have no idea what they are doing.  I will never again buy any HP product.

[JeffHelp1]

09/17/12 - Jeff reached out to customer