WHY was my non HP SSD drive taken out of my laptop and sent back to from the repair depot?

[Ragtop64]

I sent my laptop in for a hinge repair, and apparantely it was pulled from the repair line for "security" reasons..

They sent it back to me, and told me "non HP parts are NOT ALLOWED!!

REALLY, I can't add any aftermarket parts to MY OWN LAPTOP??

Now they tell mr they don't have the parts

they need to repair it!

They have had my laptop since 12-16-22

[Ragtop64]

They sent my SSD back to me, but not the laptop, this is VERY FRUSTRATING!!

[banhien]

@Ragtop64 

Did you upgrade ANY part on your machine ? The be able to claim warranty you MUST put your machine back to its ORIGINAL hardware status otherwise they wont accept and may reject your claim

Now, you have to ask them to send your machine back then start over again. Sorry, nothing more we can help you from this forum

Regards

[Ragtop64]

Thanks for the reply.

Yes, I upgraded the 2nd spinner type HD to an SSD drive, and was not aware that doing so would cause any problems since this was a hinge/screen repair, and has nothing to do with the HD's in the laptop.

 I guess I got lucky as the just sent my SSD back to, and not the entire machine!

This must be buried in the T's and C's of the warranty somewhere. I did see where the notice sent with the box they sent me said to remove external accessories, etc, but had NO idea it meant ANY hardware, including internal secondary drives as well.

Guess I need to read the fine print better.

I have never had this problem with ANY other manufacturer..

Also, 6 total weeks to repair my laptop, (from the date I shipped it, to the estimated return date ) is CRAZY!

I have been in the customer service group for a large computer firm for over 30 years, 

and if I ever told a customer it would take 6 weeks to fix a machine, they would never buy one of our products again.

Sorry to ramble on, it's just that this is incredibly frustrating. 

Thanks again for the reply, much appreciated!

[banhien]

@Ragtop64 

I don't think HP has a contract for consumer class machines : how long for a repair job. I worked for a company which has few suppliers including HP and all contracts between us and vendors always set dates for onsite repair jobs. Some parts must be within 24hrs

Regards.