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

Discussion in 'General Hardware' started by GSG-9, Dec 27, 2009.

  1. GSG-9

    GSG-9

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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.
    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
    [​IMG]
    This first images shows the fracture in the case.
    [​IMG]
    This image shows how the top panel of the shell has detached from the side.
    [​IMG]
    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.
    [​IMG]
    Same as last.
    [​IMG]
    The back panel, the large one that says 3d guard is actually bent near the hinge, it can be seen in full size.
     
    Last edited: Dec 29, 2009
  2. Marineborn

    Marineborn New Member

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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
     
  3. a111087

    a111087

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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
     
  4. GSG-9

    GSG-9

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    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.
     
    Last edited: Dec 27, 2009
  5. Kenshai

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    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.
     
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  6. a111087

    a111087

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    oh, i thought it was usual plastic
     
  7. Fourstaff

    Fourstaff Moderator Staff Member

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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.
     
  8. KainXS

    KainXS

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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
     
  9. jmcslob

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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
     
  10. Wile E

    Wile E Power User

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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.
     
  11. Flyordie

    Flyordie New Member

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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.
     
  12. Mussels

    Mussels Moderprator Staff Member

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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"
     
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  13. @RaXxaa@ New Member

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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...
     
  14. FreedomEclipse

    FreedomEclipse ~Technological Technocrat~

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    ^ 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
     
  15. Kenshai

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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.
     
  16. Dippyskoodlez

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    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.
     
  17. a111087

    a111087

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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:
     
  18. EastCoasthandle

    EastCoasthandle New Member

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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.
     
    Last edited: Dec 27, 2009
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  19. Kreij

    Kreij Senior Monkey Moderator Staff Member

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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:
     
  20. Dippyskoodlez

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    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.

    -5C < -29C.
     
  21. Black Panther

    Black Panther Senior Moderator™ Staff Member

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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)
     
  22. Kreij

    Kreij Senior Monkey Moderator Staff Member

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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.
     
  23. GSG-9

    GSG-9

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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.

    Thats a good point and I will ad it to my arsenal.
    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.
     
  24. vbx New Member

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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.
     
  25. GSG-9

    GSG-9

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    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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