Archived from groups: comp.sys.hp.hardware (More info?)
Like many others out there, I have a power supply socket problem on my
HP Pavilion zd7230us laptop. The socket became progressively worse
until the connection to the motherboard was broken. I had no other
problems with the system.
My system is still under warranty so I called HP up. I was connected
to a "tech" who did not know how to deal with someone who already knew
what the problem was, instead he had me reseat the ram and a couple of
other tests before informing me to send it in to their service center
in California. The following day FedEx was knocking on my door and the
laptop was on its way.
About a week later I received a call from HP but was unavailable at
that time. Within an hour I called the number I was given. I was
informed by a customer service rep that HP had voided my warranty
because something had been spilled into the laptop ruining the ram, the
motherboard and the keyboard.
I couldn't believe it. It's always with me and rarely out of my site
so I know that nothing has ever been spilled on my laptop. I even
distinctly remember expecting to see dust in the ram when the "tech"
had me reseat it but was amazed that it was perfectly clean.
I asked to speak to a supervisor and the supervisor told me that there
was nothing he could do and there was no one else I could speak to on
the matter at that time. He did promise to have a case manager call me
within 24 business hours.
A week later and I still hadn't heard from HP. I finally got a call
from a very uncooperative HP rep. She would not listen to any argument
I made about the ram being clean, etc. She would only tell me
repeatedly that the service tech said that something had been spilled
inside the laptop. I ended up telling her to send it back to me. After
hanging up with her I realized that she was not the case manager but
simply the CSR who left me the initial message the week before. She
was just following up on why the laptop was still there and nothing had
been done yet.
I immediately called HP back and spoke to another CSR who did note that
the laptop was scheduled to be returned to me. I told him to cancel
the return so that this could be resolved. He made the change to my
ticket. I then spoke to his supervisor concerning why I hadn't been
called by a case manager yet. He informed me that there was no mention
in the ticket of any request for a case manager to call me. I was then
told to make up for this he would have a case manager call me within 24
hours. I made him clarify what 24 hours meant to him and he said 24
clock hours. I also had him verify that the order to send my laptop
had been cancelled.
Needless to say, I did not get a call at all and they sent my laptop
back anyway three days later. Of course after getting my laptop back I
opened the small covers on the back to check to see if the tech was
correct about the spill. Apart from some dust on the fans, the ram,
motherboard and even the keyboard showed no residue or any other sign
of spillage (as I expected). The laptop even booted up and operated on
battery power.
I am extremely frustrated with this experience with HP and I am looking
to plead my case with anyone at HP with the power to do something about
it. Can anyone point me in the right direction?
Thanks
Kevin
Like many others out there, I have a power supply socket problem on my
HP Pavilion zd7230us laptop. The socket became progressively worse
until the connection to the motherboard was broken. I had no other
problems with the system.
My system is still under warranty so I called HP up. I was connected
to a "tech" who did not know how to deal with someone who already knew
what the problem was, instead he had me reseat the ram and a couple of
other tests before informing me to send it in to their service center
in California. The following day FedEx was knocking on my door and the
laptop was on its way.
About a week later I received a call from HP but was unavailable at
that time. Within an hour I called the number I was given. I was
informed by a customer service rep that HP had voided my warranty
because something had been spilled into the laptop ruining the ram, the
motherboard and the keyboard.
I couldn't believe it. It's always with me and rarely out of my site
so I know that nothing has ever been spilled on my laptop. I even
distinctly remember expecting to see dust in the ram when the "tech"
had me reseat it but was amazed that it was perfectly clean.
I asked to speak to a supervisor and the supervisor told me that there
was nothing he could do and there was no one else I could speak to on
the matter at that time. He did promise to have a case manager call me
within 24 business hours.
A week later and I still hadn't heard from HP. I finally got a call
from a very uncooperative HP rep. She would not listen to any argument
I made about the ram being clean, etc. She would only tell me
repeatedly that the service tech said that something had been spilled
inside the laptop. I ended up telling her to send it back to me. After
hanging up with her I realized that she was not the case manager but
simply the CSR who left me the initial message the week before. She
was just following up on why the laptop was still there and nothing had
been done yet.
I immediately called HP back and spoke to another CSR who did note that
the laptop was scheduled to be returned to me. I told him to cancel
the return so that this could be resolved. He made the change to my
ticket. I then spoke to his supervisor concerning why I hadn't been
called by a case manager yet. He informed me that there was no mention
in the ticket of any request for a case manager to call me. I was then
told to make up for this he would have a case manager call me within 24
hours. I made him clarify what 24 hours meant to him and he said 24
clock hours. I also had him verify that the order to send my laptop
had been cancelled.
Needless to say, I did not get a call at all and they sent my laptop
back anyway three days later. Of course after getting my laptop back I
opened the small covers on the back to check to see if the tech was
correct about the spill. Apart from some dust on the fans, the ram,
motherboard and even the keyboard showed no residue or any other sign
of spillage (as I expected). The laptop even booted up and operated on
battery power.
I am extremely frustrated with this experience with HP and I am looking
to plead my case with anyone at HP with the power to do something about
it. Can anyone point me in the right direction?
Thanks
Kevin
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