FedEx came a-knockin' on my door this afternoon with my laptop. I must say, it was a painful process getting to the repair, but the repair and shipping process was extraordinarily quick and efficient! My laptop has a new lid, plastic bezel, and NO cracking.
The hinges feel a little tight, but hopefully this repair will last me another 2 years.
Will I ever buy from HP again? Not sure. To be sure, Jeff Utigard did all he could to fix the situation, but the hassle I endured getting to this place leaves a bad taste in my mouth.
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Hi,
ReplyDeleteI am glad it worked out for you!
I think I have exactly the same problem: My hinge started cracking this Tuesday, July 28th - called customer support, got the info that it will cost me $200+, but what I am reading it is more like $300.
So I sent an email, and now I am escalating the email on support, as they guy said to "Higer Powers" - I was not aware that they have "Higher Powers" working at HP - but if they do, those must be the ones who built my 20 year old HP calculator, which is still working great.
So I guess I will try the letter to the CEO - I am sure he will have all the time to read my email - but your story gives me hope, and I might get lucky.
I am happy for your success !
Thomas
Hi Vicki,
ReplyDeleteThanks for posting this blog! It has proved to be both informative and inspirational for me in my quest to get my dv9000 repaired. I actaully had my hinge fail under warranty. It was repaired, but several months later, the left hinge became detached from the laptop body (not under warranty any more :-( ) and I couldn't close the laptop. After escalating to a case manager, it was fixed free of charge. I later received the recall notice from HP, but did nothing about it thinking that the hinge problem had already been fixed. Wrong! A few days ago the hinge became detached again! When I escalated it to another case manager, I got the "The recall has expired and it is HP policy to no longer fix this problem free of charge. We can fix it for $300.00" story. Just as I was about to look at fixing it myself, I read your blog which gave me the inspiration to escalate this to HP corporate. I sent emails to all of the people that you listed, sent a fax to the corporate fax number, and waited a few days. I finally got a call from Ms. Yun Sil and she was very pleasant and apologized for what I had been through. She said that they would make an exception in my case and repair my dv9000. My repair shipping box should be arriving tomorrow or the next day! Once again, thanks for sharing your experience, it was extremely helpful in enabling me to get my laptop repaired! Thanks, Tim
Hi,
ReplyDeleteI did not negotiate with HP as well as you did, but I got them drop the repair cost, including shipping and tax to $160 - So not a full success, but at least I got it fixed for a more reasonable price.
But this is probably the last HP laptop I ever bought ( I am writing this email from my beautiful 2 year old MacBook pro - with very sturdy hinges)
Thanks everyone, for your great comments. If other people can get their laptop fixed because of my efforts, I feel that typing it all out was worthwhile. :)
ReplyDeleteHi Vicky,
ReplyDeleteI came across your post and just want to congratulate on your success.I also want to comment on your letter.....WOW! :-)
Cheers
Frank
www.pcfix.cc