This is an email string from a disasterous experience of trying to get a hinge on my laptop fixed. It began 01/10/08. The story sounds made up but all the documentation is right here. Thank you in advance if you take the time to read it. Bill
I received my laptop back and not only were the hinges not repaired the units keyboard did not work when turned on now it is completely dead. After talking to employees for an half an hour I was "guaranteed" by Mark, a supervisor, I would receive a phone call on Saturday evening to arrange to rectify the situation. Again another broken promise. You have not addressed any of my concerns. This is outrageous for a company of this size. I sent a computer in to HP repair to get hinges fixed and get it back destroyed. I am paying for broadband service for this laptop that I will be looking for recompensation on plus my time and inconvenience. This started 1/10/08. I will be forwarding this email string to the local news and any consumer watchdog groups I can find. This is how I am spending Easter Sunday.
-----Original Message-----
From: laptop_support_en@mail.support.hp.com
To: bill
Sent: Tue, 18 Mar 2008 10:49 pm
Subject: Re: Re: HP Pavilion dv9210us Notebook PC e-mail su
Hello William,
Thank you for contacting HP Total Care.
From your mail, I understand that you wish to know if the Hinges can be repaired under warranty .
I will certainly assist you in this regard.
As you said that the nothing was spilled on the Notebook, I have forwarded your concerned department and also requested to repair the Hinges issue under the Limited warranty program. So, you will be receiving the Notebook after repair.
I hope the information provided should answer your query.
If you need any further assistance, please reply to this message and we will be happy to assist you further.
Sincerely,
Stephen
HP Total Care
Our advice is strictly limited to the question(s) asked and is based on the information provided to us. HP does not assume any responsibility or liability for the advice given and shall not be liable for any direct, indirect, special, incidental or consequential damages in connection with the use of this information. Always back up your data.
For more information, including technical information updates, please visit our Web site at http://www.hp.com/support.
-----Original Message-----
From: bill
Date: 03/18/2008 20:39:41 EST
To: laptop_support_en@MAIL.SUPPORT.HP.COM
Cc:
Subject: Re: HP Pavilion dv9210us Notebook PC e-mail su
My name is William and I purchased this computer on 01/31/07 from Comp USA #321 in Warwick RI 02866. I contacted HP on 01/10/08. HP order # . My cell number is . I am available always for a call back and request one as soon as possible. The rest of my information should be readily available to you. I received a message on the above number today. Raj at phone # 866-838-7317 ext 14017 called to inform me the machine I sent in to have a hinge repaired apparently will have to be completely rebuilt due to a liquid I have been accused of spilling on it at a cost of $1067.00 and obviously this would not be covered under the warranty. I was told earlier today by another HP employee that the computer engineers put in the report something had been spilled on the unit weeks ago?and everything would have to be replaced at a cost of $1067.00. Neither one said weather or not the hinge was included in that price. Fact: I am the only one who uses the computer I use I
t daily never has anythingever been spilled on it. All hardware and software was in perfect working order except the hinge and the battery when it left my possession.?Anger is an understatement. I expect to have my unit back by 03/21/08 in the same working order it was in when itleft my possession. It would be nice if you honored your warranty and repaired the hinge.?
-----Original Message-----
From: laptop_support_en@mail.support.hp.com
To: bill
Sent: Tue, 18 Mar 2008 2:47 pm
Subject: Re: Re: HP Pavilion dv9210us Notebook PC e-mail su
?
Hello William,
Thank you for writing back.
I have reviewed your message, and it is apparent that this issue requires the personal attention of a supervisor. Please get back to me with the following information:
Contact Information:
*? Full Name:
*? Organization (if applicable):
*? Mailing Address (No P.O. Boxes):
*? Apartment/Building/Mail stop:
*? City:
*? State:
*? Zip/Postal Code:
*? Phone Number (including area code):
*? Convenient Time forCallback(if required):
???? NOTE:? The callback hours are from 7 a.m. to 7 p.m. (MST), Monday
??????????? through Friday.
*? Alternate Time for Callback, (if we are unable to make contact the
?? first time):
Product Information:
*? Product Model Number (ex: C1234A):
*? Product Serial Number (ex: US12345678):
*? Product Purchase Date:
Once the information has been updated in our database, a supervisor will contact you, within the next 3 business days.
Please get back to us with the above information so that we can initiate the service as soon as possible. However, if you? have further questions, please reply to this message and we will be happy to help you.
For information on keeping your HP and Compaq products up and running, please visit our Web site at:
http://www.hp.com/go/totalcare
Sincerely,
Raymond
HP Total Care
Our advice is strictly limited tothe question(s) asked and is based on the information provided to us. HP does not assume any responsibility or liability for the advice given and shall not be liable for any direct, indirect, special, incidental or consequential damages in connection with the use of this information. Always back up your data.
For more information, including technical information updates, please visit our Web site at http://www.hp.com/support.
-----Original Message-----
From: bill
Date: 03/18/2008 09:58:57 EST
To: laptop_support_en@MAIL.SUPPORT.HP.COM
Cc:
Subject: Re: HP Pavilion dv9210us Notebook PC e-mail su
I have just got off the phone with a customer service rep. I sent my computer in to have the battery replaced and my hinge repaired. When I checked the order status it informed me my computer was not under warranty and would cost over a thousand dollars.I was informed there was something spilled on it two weeks ago and apparently ruined everything including hard drive, motherboard, cpu and usb ports. Amazingly the same computer made a complete set of backup disks. These disks are date and time coded so my computer was working fine when it left my possession. I have been patient since January with all of the delays in receiving the Fedex box but this is getting old. I want my computer back asap. If it is not working the same as when I sent it to be serviced I will deal with that then. I have saved the many emails I have exchanged with hp.
-----Original Message-----
From: laptop_support_en@mail.support.hp.com
To: bill
Sent: Fri, 15 Feb 2008 1:29 pm
Subject: Re: Re: HP Pavilion dv9210us Notebook PC e-mail su
?
Dear William,
Thank you for writing back.
I apologize for the inconvinience caused to you. Once again I have forwarded the message to the concerned department regarding the issue and you may receive the box from FedEX very soon.
I sincerly regret for all the inconvinience caused to you. Now, I assure you that you will receive the boxfrom FedEx.
If you need further assistance, please reply to this message and we will be happy to assist you further.
?
Forinformation on keeping your HP and Compaq products up and running, please visit our Web site
at:
http://www.hp.com/go/totalcare
Sincerely,
Hudson
HP Total Care
Our advice is strictly limited to the question(s) asked and is based on the information provided to us. HP does not assume any responsibility or liability for the advice given and shall not be liable for any direct, indirect, special, incidental or consequential damages in connection with the use of this information. Always back up your data.
For more information, including technical information updates, please visit our Web site at http://www.hp.com/support.
?
-----Original Message-----
From: bill
Date: 02/15/2008 08:25:29 EST
To: laptop_support_en@MAIL.SUPPORT.HP.COM
Cc:
Subject: Re: HP Pavilion dv9210us Notebook PC e-mail su
Hello,
??????? Once again I still have not received a Fedex box. Although you can reply to emails and your database shows you sent me a box apparently that would be where customer service ends. This has been going on for more than a month. Considering computers are something that are replaced on a regular basis I would think your company would make an effort to offer some type of reasonable service to ensure return customers. I would have a hard time putting out $1500.00 on a product I cannot get serviced.?I cannot believe this is the type of service offered by a company in such?a competitive industry. I previously recommended HP?to people, I no longer do. I actually recommend anything but HP. It is amazing how many people?ask what you think of yourcomputer since it is used in public more than it is not, at least for people who have a laptop that is mobile.??I have done research on line and the hinge seems to break on a lot of your units and I am not the only one getting the run ar
ound.?I would think a company involved in the internet could appreciate the power of people being able to connect to each other.?I blame companies like yours for class action suits that cost companies and consumers money. I expect this to be resolved immediately. I will not be wasting my time anymore. I have all of our correspondence saved and I will pass it along to someone who can get something done.
????????????? Another satisfied customer
-----Original Message-----
From: laptop_support_en@mail.support.hp.com
To: bill
Sent: Sat, 9 Feb 2008 4:37 am
Subject: Re: Re: HP Pavilion dv9210us Notebook PC e-mail su
Hello William,
Thank you for writing back.
Once again, I have forwarded your request for mail-in repair service to our logistics department. When the process is initiated you will receive the an confirmation email regarding Customer Service Order(CSO) number.
Further, if you needany assistance or if you have any questions then kindly get back to us. We are always available round the clock to assist you technically regarding the problems you may experience with Notebooks.
Sincerely,
Rocky
HP Total Care
Our advice is strictly limited to the question(s) asked and is based on the information provided to us. HP does not assume any responsibility or liability for the advice given and shall not be liable for any direct, indirect, special, incidental or consequential damages in connectionwith the use of this information. Always back up your data.
For more information, including technical information updates, please visit our Web site at http://www.hp.com/support.
?
-----Original Message-----
From: bill
Date: 02-08-2008 09:16:33 EST
To: laptop_support_en@MAIL.SUPPORT.HP.COM
Cc:
Subject: Re: HP Pavilion dv9210us Notebook PC e-mail su
All the information is correct.
?
???????????????????????????????????????? Bill
-----Original Message-----
From: laptop_support_en@mail.support.hp.com
To: bill
Sent: Thu, 7 Feb 2008 1:33 pm
Subject: Re: Re: HP Pavilion dv9210us Notebook PC e-mail su
Dear William,
Thank you for writing back.
I sincerely apologize for the inconvenience caused to you.
At this point, I would like to inform you that, according to our database, the box is shipped to you. However, I would process for sending you another box. So, please confirm the below details:
bill
Once, you get back to me, I can continue from there and setup the service. I will be happy to assist you further.
Sincerely,
Susan
HP Total Care
Our advice is strictly limited to the question(s) asked and is based on the information provided to us. HP does not assume any responsibility or liability for the advice given and shall not be liable for any direct, indirect, special, incidental or consequential damages inconnection with the use of this information. Always back up your data.
For more information, including technical information updates, please visit our Web site at http://www.hp.com/support.
?
-----Original Message-----
From: bill
Date: 02/06/2008 10:02:19 EST
To: laptop_support_en@MAIL.SUPPORT.HP.COM
Cc:
Subject:Re: HP Pavilion dv9210us Notebook PC e-mail suppor
I have not received a box for shipping my laptop
HEWLETT
PACKARD
............................................................................
Dear Customer,
In an ongoing effort to ensure satisfaction with our service, we have
attached a confirmation of your recent Hewlett-Packard Support Solution.
Please retain this document for your records.
The warranty status listed below is contingent upon the accuracy of the
model number,serial number and proof of purchase (if required). Please
verify that all information is accurate. If any of the information is
incorrect, or if you have questions regarding customer service on your HP
product, please contact our HP Customer Care center using the appropriate
telephone number listed in your product user manual.
You can check the current status ofyour order online at:
https://warp1.external.hp.com/CSO_Status/Order_Status.asp?CSONumber
or by starting at the following web address and entering your order number
https://warp1.external.hp.com/CSO_Status/Order_Lookup.asp?country=US
Great support is still available aroundthe clock by logging in to
http://www.hp.com/go/support . Award-winning HP Customer Care brings a
world of support servicesright to your desktop. You'll find tips and
tricks, troubleshooting help, drivers, community forums, e-mail technical
support (only available on some products) and much more to help you quickly
get the answersyou need.
Sincerely,
HP Customer Care
............................................................................
Hewlett-Packard Customer Service Order:
Customer Service Order Number:
CSO Placement Date: 01/22/2008
Model Number:
Model Description: HP PAVILION NOTEBOOK PC DV
Serial Number:
Part Number: N/A
Part Description:
You selected the following Hewlett-Packard
Hardware Support Service for your product:
BOX PLUS PICKUP & REPAIR,1 DAY SHIPPING
Warranty Status: In Warranty
Total charge (including tax, if applicable): $0.00
Payment Method: No Payment
............................................................................
Hewlett-Packard Shipment of Packaging Material
Shipment Date Packaging: 01/23/2008
Shipment Method: FED-EX NEXT DAY (AFTERNOON
Tracking Number:
............................................................................
-----Original Message-----
From: laptop_support_en@mail.support.hp.com
To: bill
Sent: Thu, 10 Jan 2008 4:29 pm
Subject: Re: HP Pavilion dv9210us Notebook PC e-mail suppor
Dear Bill,
Thank you for contacting HP Total Care.
I see that, batteryof your HP Pavilion notebook last for only few minutes and cooling fan makes noise. Let me answer them in an order.
A. Troubleshooting for the Battery issue:
This issue might be due to hardware malfunctioning with the notebook battery. To isolatethe issue, I recommend you to run Battery Health Check. This process will check the status of the battery. If it reports to replace the battery, I will initiate replacement process.
Step 1: Download and run the Battery check for your notebook from the URL given below:
http://h10025.www1.hp.com/ewfrf/wc/document?cc=us&docname=c00821536
Step 2: If the battery health check ask to calibrate the battery please performthe battery callibration from the URL given below :
http://h10025.www1.hp.com/ewfrf/wc/genericDocument?docname=c00817650&cc=us&dlc=en&lc=en&jumpid=reg_R1002_USEN
B. Troubleshooting for the fan issue:
To isolate the issue, I recommend you perform the steps provided below:
Step 1: Reinstalling Power Management option by following the steps mentioned below:
?1. Click Start, select Control Panel, and then choose Performance and Maintenance.
?2. Click theSystem icon to open the System properties window.
?3. Select the Hardware tab andclick Device Manager.
?4. Click the plus (+) sign next to System Devices.
?5. Right-click the ACPI Fixed Features button and select Uninstall.
?6. Restart the system.
On restarting the system, Windows will automatically detect and install PowerManagement on the computer.
Step 2: Download and install the BIOS update from the URL provided below:
ftp://ftp.hp.com/pub/softpaq/sp38001-38500/sp38061.exe
Installation Instructions:
1. Download the SoftPaq .EXE file to a directory on your hard drive.
2. Execute the downloaded file and follow the on-screen instructions.
?
Please get back to me with observations and results because it is important thatI resolve your issue in a timely manner. I would like to add that we value your precious time and would be here round the clock to serve you.
Sincerely,
Susan
HP Total Care
-----Original Message-----
From: bill
Date: 01/10/2008 13:03:11 EST
To: HP Support
Cc:
Subject: HP Pavilion dv9210us Notebook PCe-mail support
hp e-mail support
language_code : en
language : English
Country of Residence : United States
product_line : KV
product_oid :
product_name : HP Pavilion dv9210us Notebook PC
part_number :
purchase month : 1
purchase year : 2007
problem area : hardware
serial number :
operating system : Microsoft Windows Vista Home Premium 32
What type and brand of CD/DVD media do you use? : Lightscribe
Was the CD/DVD writer drive built into the computer when you purchased it? : yes
problem description : My battery only lasts afew minutes. The cooling fan runs often. Unit became very hot.
troubleshooting : Tested battery. Test stated to replace battery. Installed new Bios from HP fan seems to run less but still more often than when first purchased.
setting changes : New and old software seems tobe running correctly.
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