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HP's $1,000 Latch | 40 comments (40 topical) | Post A Comment
Repair Saga[ Reply to This ] (none / 0) (#4)
by Anonymous User on Mon Sep 24, 2007 at 11:58:17 AM PDT

I had a Compaq laptop that would crash if I simply picked it up. If I left on any surface and didn't move it, it was fine. I had seen this problem in a client's ThinkPad and IBM replaced the system board, on-site, the next day. I called HP had to go through the usual tech support script with India. I told him that it was not the hard drive as I had swapped the drive with an identical machine and it worked fine. I sent the machine in. I got it back a week later with a new hard drive and the same problem. So I called HP back went through the entire process again and sent in the laptop. Several days later, I check the site for an update and there was a $295.00 charge on the site for my machine. The machine was under warranty. I called HP and they said I had a non-standard hard drive in the machine and that was why there was the charge for the repair. I told the person to look at the last repair on the machine and to note that the non-standard hard drive had been put in the machine by HP less than a week ago. They dropped the charge and sent the laptop beck with... you guessed it another new hard drive and the same system board. I called HP again and didn't stop until I got to a person with an Australian accent. I explained that it was the system board and not the hard drive. I said the only change I had made in the machine was upgrading the O/S from XP Home to XP Pro. He then commented that the machine may not be certified for XP Pro. That was the last straw. I vented all of my frustration and said that I was sending in the laptop for a new system board and if it came back without one I was going to personally go to Freemont, California and deliver the machine in person to get it repaired correctly. 12 days later, I got the machine back and it worked. I will never but pr recommend Compaq or HP machines again.

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HP's $1,000 Latch | 40 comments (40 topical) | Post A Comment
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