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HP is screwing me out of my warrenty and I need your help

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Update #4 12-29-09 Apparently I voided my warranty tinkering around inside the laptop sometime before now (I must have moved a void sticker). I can't resist knowing whats inside and this time it looks like it cost me $175. At least the repair shop CAN get me another shell for the laptop, they don't seem to exist on the internet in the wild. Hopefully I can pay rent still...


Update #3 12-28-09 I just got off the phone with a local store, Im bringing it in later today. The technician thinks its covered.



Update #2, 4 out of 6 of the service centers are not HP service centers even though they carry the certification...the other two are closed today (Sunday) so I will call them tomorrow. 19204978367


Update: 12-27-09 I just got off the phone with HP Business tech (They did just get a new number, so maybe Shivprasad P did not know it yet, after reviewing the chat and after I proposed my case (mainly Kenshai's point) they arranged to have a technician look at it without the service charge if it is to expensive of a repair and is not under warranty. If they decide it is under warranty they will order the parts and fix it. This is the kind of compromise I was looking for in the first place online.
P.S. the new business notebook support number is: 18003345144



Today I got home at about 11pm, my laptop had been sitting in my car at about -15 degrees.
When I got inside I opened my laptop (Elitebook 2730P) and the hinge did not move, instead, the back of my laptop cracked.

Here is the conversation between myself and HP's support.
[Saturday, December 26, 2009 11:51 PM] -- Automatically generated message:
This is an automated message. Your request has been received by the Technical Support Center and has been queued until a support analyst is available. Support for HP notebook systems is available 24hrs a day, 7 days a week. You will receive a response to your support request in 5 minutes or less.
[Saturday, December 26, 2009 11:51 PM] -- Automatically generated message:
For reference, your Case ID is 4608395088
[Saturday, December 26, 2009 11:51 PM] -- Automatically generated message:
A Support specialist, Shivprasad P has been assigned to your case.


[Saturday, December 26, 2009 11:52 PM] -- Shivprasad P says:
Hello Levi, thank you for contacting HP Active Chat Support. My name is Shivprasad and I see you have a question regarding your notebook. Please give me 5 minutes to review your records. Thank you.
[Saturday, December 26, 2009 11:53 PM] -- Shivprasad P says:
Thank you for your patience.
[Saturday, December 26, 2009 11:53 PM] -- Shivprasad P says:
How are you doing today, Levi?
[Saturday, December 26, 2009 11:54 PM] -- Levi Tomes says:
Not to bad, yourself?
[Saturday, December 26, 2009 11:54 PM] -- Shivprasad P says:
I am fine, thank you.
[Saturday, December 26, 2009 11:54 PM] -- Shivprasad P says:
Could you confirm the product and the serial number of the notebook in question as ####### and ##########?
[Saturday, December 26, 2009 11:55 PM] -- Levi Tomes says:
yes those are correct
[Saturday, December 26, 2009 11:55 PM] -- Shivprasad P says:
Levi, the notebook does not have a accidental damage warranty and this is a physical damage so the normal warranty will not cover this, If I go ahead and pick the notebook for service it will be a bill able service.
[Saturday, December 26, 2009 11:57 PM] -- Levi Tomes says:
This is physical damage but it is not caused by anything that has been done, I opened my laptop after coming home from a business trip. My laptop should not break because I opened the case when it is below -5 degrees
[Sunday, December 27, 2009 12:00 AM] -- Shivprasad P says:
I understand that you have not caused any damage to the notebook, however the normal warranty will not cover this as the service center will take it as a physical damage, I can mention in the case notes and pick the notebook for service, however if the service center decided it is a physical damage they will give you a estimate and if you you do not want the notebook to be service it will be returned un repaired and a evaluation fee of $89 will be charged.
[Sunday, December 27, 2009 12:02 AM] -- Levi Tomes says:
Is there a service center near Green Bay Wisconsin?
[Sunday, December 27, 2009 12:03 AM] -- Shivprasad P says:
Please let me know your complete address and I will locate the details.
[Sunday, December 27, 2009 12:04 AM] -- Levi Tomes says:
1619 America
Bemidji, Mn 56601
is where I work out of but the laptop and myself are in Green Bay Wisconsin.
[Sunday, December 27, 2009 12:06 AM] -- Shivprasad P says:
Thank you for the details.
[Sunday, December 27, 2009 12:06 AM] -- Shivprasad P says:
Please be online while I check the details.
[Sunday, December 27, 2009 12:08 AM] -- Shivprasad P says:
There is only one service center in that area and it is

OfficeMax
2030 Paul Bunyan Dr NW
Bemidji Minnesota 56601 Phone No : +1-218-7516258

[Sunday, December 27, 2009 12:08 AM] -- Shivprasad P says:
Click on the below web link and for Find a Partner select home and home office and then select the product and model and enter your address details and it will locate the ASP in your areas.

http://h20465.www2.hp.com/GPL/search.aspx?language_code=en&country_code=us&SearchType=SSP
[Sunday, December 27, 2009 12:08 AM] -- Shivprasad P says:
Please call the service center before you take the notebook to them for service.
[Sunday, December 27, 2009 12:11 AM] -- Levi Tomes says:
It says to phone the availability of the product. I don't think any office max or office depot is going to carry an Elitebook 2730P. What does that mean if they do not carry my laptop
[Sunday, December 27, 2009 12:12 AM] -- Shivprasad P says:
In that case you will have to send the notebook to HP for service.
[Sunday, December 27, 2009 12:13 AM] -- Levi Tomes says:
Well thats whats going to happen, Im going to end up calling all 3 office max's and the office depot and none will carry this as its not a standard item
[Sunday, December 27, 2009 12:16 AM] -- Levi Tomes says:
This laptop is physically damaged and not for reasons on accidental, I need this laptop working, right now it is not for reasons beyond my control, this needs to be sent to HP to be fixed and I should not be charged because the laptop was designed with weak materials.
[Sunday, December 27, 2009 12:18 AM] -- Shivprasad P says:
It is a HP notebook so you can call then and check and I can pick the notebook for service and if the repair facility decides it is a damage then the service will be charged.
[Sunday, December 27, 2009 12:19 AM] -- Levi Tomes says:
That is not acceptable
[Sunday, December 27, 2009 12:21 AM] -- Shivprasad P says:
Levi, try to understand I am in the technical support department and I can only pick the notebook for service and mention in the case notes that this has happen with normal usage.
[Sunday, December 27, 2009 12:22 AM] -- Levi Tomes says:
Then Im going to need to talk to your supervisor by phone, I will not and cannot pay for something that is not my fault, it is a defect in the product.

[Sunday, December 27, 2009 12:25 AM] -- Shivprasad P says:
WE do not have a option for Phone and if you wish to call then you can call on 1800-474-6836
(Im supposed to believe the business support does not have a number? A number that is listed on there site? This is a flat lie.)
[Sunday, December 27, 2009 12:26 AM] -- Levi Tomes says:
What are business hours or is someone there now? I understand you can't do anything but they may be able to.
[Sunday, December 27, 2009 12:28 AM] -- Shivprasad P says:
That is a phone support number and it is 24 x 7 so you can contact them by phone.
[Sunday, December 27, 2009 12:33 AM] -- Shivprasad P says:
Is there any other technical issue I could assist you with today?
[Sunday, December 27, 2009 12:34 AM] -- Levi Tomes says:
no thats it, im on hold
At this point I dialed the number provided (18004746836) and was told they could not help me as it is a business laptop.
I was transfered to a number that does not have a working staff at the time I called.
This is "Level 3" Business support

I cannot afford to fix this, my budget right now is around $25, thats not even enough to get the laptop back if I send it in. I did not damage the notebook it should be covered in the warranty. If any of you have any input I would greatly appreciate it. I need my notebook for work and school.
Anyone out there have a direct line to a supervisor? ;)
I bought a $1800 laptop from these guys less than a year ago, help me make sure HP is not screwing any of us who buy from them.

Images

This first images shows the fracture in the case.

This image shows how the top panel of the shell has detached from the side.

You can see how much the fracture has moved the lcd, its at least a 5mm offset as well as seeing how the top panel is no longer connected.

Same as last.

The back panel, the large one that says 3d guard is actually bent near the hinge, it can be seen in full size.
 
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yeah thats some crap dude, id be pretty pist if i turned my brand new car on and the engine fell out and the dealer said HEY man not my fault cause its the companies car not the dealers
 
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leaving electronics in a car during winter or hot summer is never a good idea. i'm not saying it was totally your fault, but it was something to expect.
as far as fix goes, there are a lot of laptop part on eBay, or use supper glue! :D
 
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leaving electronics in a car during winter or hot summer is never a good idea. i'm not saying it was totally your fault, but it was something to expect.
as far as fix goes, there are a lot of laptop part on eBay, or use supper glue! :D


Passes rigorous MIL-STD 810F testing:
• Designed to meet the tough military standards (MIL-STD 810F) for altitude, high temperatures and dust, the HP EliteBook 2730p can operate at extreme temperatures over 60 °C/140 °F and below –29 °C/–20 °F.

Link: http://h10010.www1.hp.com/wwpc/us/en/sm/WF05a/321957-321957-64295-3740645-3955549-3784558.html

I bought it so I could do just that. "stainless steel surface" Its not supposed to crack because its -5 outside. Its not 3 years old, its not even 1 year old. They should replace it.
 
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I would honestly quote part of their warranty agreement as well as what you already quoted.

d) Exclusions. HP is not obligated to provide warranty services or Support for any claims resulting from:
1) improper site preparation, or site or environmental conditions that do not conform to HP's site specifications;
2) Customer's non-compliance with Specifications or Transaction Documents;
3) improper or inadequate maintenance or calibration;
4) Customer or third-party media, software, interfacing, supplies, or other products;
5) modifications not performed or authorized by HP;
6) virus, infection, worm or similar malicious code not introduced by HP; or
7) abuse, negligence, accident, loss or damage in transit, fire or water damage, electrical disturbances, transportation by Customer, or other causes beyond HP's control.

On the other hand they're going to state it is number 7, when in all actuality the specifications state that it should not have issues in the kind of weather it was in. I doubt there is much that can be done. Companies set up their warranty terms with what seems like screwing the customers any chance they get.
 
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oh, i thought it was usual plastic
 

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Dont worrry, HP screwed me up too, they refused to acknowledge the graphics card problem, and I bought the lemon. 1 year and a bit, it died. Didnt even bother to ring HP, they will just claim it is my fault.
 
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hp got me too(turned on my laptop one day to see the inverter failed and they wouldn't fix it and voided my warranty), but that won't help you

I think since you it states right on their own page they should take it back, it sounds like they lied in the specifications if it did break at only -5C, this is worth looking into
 
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I think it would be covered as long as there are no scratches to indicate a drop.. if it's a clean crack I don't believe you will get charged at all... I cannot find warranty info, But it does state several times that it can operate in temps as low as -20
 

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Wait, the office was closed, and you didn't get to speak to anyone, so you are assuming they aren't going to fix it?

I think you're jumping the gun a bit. I know dead, expensive hardware is upsetting, but wait until you actually talk to someone before you freak out.
 
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HP Engineers are some of the worst in the industry when it comes to designing hinges for their laptops... Its why they issued a recall on the DV9 series alongside the Nvidia screwup. Hinge would crack when exposed to normal use.
 

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DiD you check some reviews on that laptop before buying, and as GSG9 said its suppose to operate at -25 whatsoever temps then its should be replaced as its a defect and for free...
 

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you need to contact them again quoting those temperatures, and say "this product is meant to withstand this - it failed. i want a replacement, or i will sue for false advertising"

^ what mussels said

you might be possible to take HP to a small claims court & possibly even sue them for false advertising & also 'Dereliction of duty' towards the consumer. since you have used the laptop within its specifications.

take it to a private repair company & have them inspect it then use the report as evidence to uphold your claim
 
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you need to contact them again quoting those temperatures, and say "this product is meant to withstand this - it failed. i want a replacement, or i will sue for false advertising"

They are just going to cite that it could be anything and that it was from improper use rather than leaving it in cold weather. They will just get out of it unless legal action is pursued in which case they either don't want the bad PR and replace it or just fight it stating their own warranty information.
 
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They are just going to cite that it could be anything and that it was from improper use rather than leaving it in cold weather. They will just get out of it unless legal action is pursued in which case they either don't want the bad PR and replace it or just fight it stating their own warranty information.

It's damn hard to "crack" a toughbook.

I can't speak for the HP version, but the ones we have certainly would require a significant amount of force to get to crack, unless it was legitimately defective.

Look up a higher level support option, get everything in writing, duplicates of all, and hold them to it. If the right people find out about, someone will fix it eventually.
 
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remember what happened to DELL? they got sued for refusing to fix customers stuff under warranty and they lost. Seems like HP is next in line :laugh:
 

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It appears that the laptop was within the warranty limitations. I suggest that you keep a record of everyone you talked with. But make every effort to see that HP resolves the issue. If they decline to honor their own warranty then here is what you do:
  1. Fine out where HP headquarters are in the USA (assuming that's who you are dealing with)
  2. Find the State's Attorney's Office for that state for HP's headquarters (I assume that CA is the headquarters). There you will be able to file a compliant. Most companies have specific guidelines they must adhere to with their local State's Attorney Office. You can check with your local State's Attorney Office to see if they can provide any additional assistance.
  3. Also file a complaint with Better Business Bureau.

You want your complaint to be straight forward and to the point. No wall of text please! That way it makes it easier for the investigator to work for you. Don't just copy and paste everything like you did in the OP unless it's absolutely necessary!

For example express your complaint like this:
  1. 1 paragraph summary of the situation and what you are complaining about
    IE: I am writing a formal complaint against (whoever) regarding their refusal to honor their own warranty regarding a (product name, model number, serial number, etc).

  2. Use bullet points to provide the date, time and phone number of who you spoke to (along with their position) and summarize what they told in 2 sentences or less
    IE:-On (date, time), I contacted (person's name and position) to discuss replacement/repair of my (product name/model number). However, I was told they would/would not because (whatever reason they provided)

  3. Conclude with your contentions in 1 paragraph that you want HP to honor their warranty. Provide details of how their warranty reads and how you were within the warranty.
    IE:The reason for this complaint is that I want (company name) to honor their warranty and replace/repair (product name/model number, etc)

  4. Also provide copies of proof of purchase when applicable and provide photos of the damage product.

As you've probably already guessed, I too went through a warranty issue with a company who tried to pull a fast one on me. But needless to say I got it resolved and then some.
 
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One other thing you can do is check the hinge now that the laptop has warmed up.

If the hinge if easily moved, it means that it was the temperature that caused the failure.
If the hinge is still siezed-up, it means that it was a failure of the component itself and not the temperature.
Either way, it can help you resolve the issue.

Laptop hinges are notorious for siezing up. I had a Dell hinge sieze and snap off. Unfortunately it was way out of warranty. :ohwell:
 
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One other thing you can do is check the hinge now that the laptop has warmed up.

If the hinge if easily moved, it means that it was the temperature that caused the failure.
If the hinge is still siezed-up, it means that it was a failure of the component itself and not the temperature.
Either way, it can help you resolve the issue.

Not really. It doesn't matter at this point. This laptop was defined as being designed to military specifications, of which temperature is within that specification.

Passes rigorous MIL-STD 810F testing:
• Designed to meet the tough military standards (MIL-STD 810F) for altitude, high temperatures and dust, the HP EliteBook 2730p can operate at extreme temperatures over 60 °C/140 °F and below –29 °C/–20 °F.

-5C < -29C.
 
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Threaten them with a lawsuit if you haven't already.
I'd do it had it been me.

(You reminded me how in 1998 I ruined my dad's expensive video camera using it in Russia at -20 degrees)
 

Kreij

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I understand that, Dip, I just meant that either way he has a little ammo to present to HP in his effort to get the laptop repaired under warranty regardless of the temperature specification.
 
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Thank you for the input guys, It was -15F not C I will take pictures so you can see what has happened.

I would honestly quote part of their warranty agreement as well as what you already quoted.



On the other hand they're going to state it is number 7, when in all actuality the specifications state that it should not have issues in the kind of weather it was in. I doubt there is much that can be done. Companies set up their warranty terms with what seems like screwing the customers any chance they get.
Thats a good point and I will ad it to my arsenal.
Wait, the office was closed, and you didn't get to speak to anyone, so you are assuming they aren't going to fix it?

I think you're jumping the gun a bit. I know dead, expensive hardware is upsetting, but wait until you actually talk to someone before you freak out.

I talked to
someone in the chat, they told me it was going to go under 'accidental', the n I talked to someone on the phone, they said the same thing, but that they could not help me as its a business laptop, they then transfered me to someone who never picked up as it is not regular business hours.
 

vbx

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How old is the laptop exactly and where did you purchase it?

I would just tell HP if you can drop it off at a service center and have them look at it to determined that it was not abused or dropped and that the hinges failed. Then have the service center work on it under warranty if they see it your way.

---------

I still have my HP DV1000 notebook. It's what 4+ years old and still runs and looks new. The only thing I did to it was upgrade to a core2 duo and upgraded the HD.
 
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How old is the laptop exactly and where did you purchase it?

I would just tell HP if you can drop it off at a service center and have them look at it to determined that it was not abused or dropped and that the hinges failed. Then have the service center work on it under warranty if they see it your way.

---------

I still have my HP DV1000 notebook. It's what 4+ years old and still runs and looks new. The only thing I did to it was upgrade to a core2 duo and upgraded the HD.

The laptop is 10 months old, I bought it from California computing or something like that.
Heres the kicker on bringing it in, if the service center looks at it, and I do not have them repair it, they charge me $89. The only repair centers around me are Office Depots and Office Max's, they do not carry Elitebooks, so. Since they are not carried how can they repair it? as mentioned in the chat they cant, so I will be charged $90 for them to go "Yup its broke all right" and then from there decide if they want to screw me over more or not. It something thats going to happen though. I will probably call a repair center tomorrow.
 
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