So I’ve been dealing with a sick computer for a while now. It died ungracefully during ScienceOnline09, first giving me the dread blue screen of death, then giving me a black startup screen that said the pc equivalent of “piss off”.
My other computer is a mac, but the hospital’s system isn’t mac-compatible, and my wife needs it, so I’m in a bit of trouble. As far as I know, I don’t keep a lot of irreplaceable data on it, so I’m not too worried about that, but I really, really want my computer back.
It’s a lovely little hp tc4400 tablet pc. I don’t use it in “tablet mode” very often, but the touch screen is very handy at the office. Hp’s service is somewhat amusing. When I email them, they respond promptly, but when I try to respond back, I always receive an email that the case cannot be found or is closed. Phoning requires at least 10 minutes of being shifted from person to person (and likely from continent to continent).
Still, they promised to do warranty work on it quickly and efficiently.
Thank you for contacting HP eServices.
As per the information received I see that the LCD latch does not function, the Hinges are loose and also the unit boots up with an error message.
In order to provide you the complete resolution, I will be shipping you the drop box for you to have the notebook serviced in our repair center. A shipping box will be sent to the address provided under this case within the next two business days.
Please ensure that you back up your data prior to shipping the unit in, as our repair facilities may have to image the hard drive as part of the repair service. All passwords should also be removed, including the BIOS and Windows passwords.
Please send the AC Adapter as well as the Battery along with the unit as it needs to be tested in the repair facility.
We request you to read the ‘HP Mail-In Repair- Packing and Shipping Procedures or instruction’ sheet sent along with the drop box prior to ship the notebook. If you need to schedule a pick up then please call the number included in the Packing sheet. We also request you to ship the notebook within five business days from the box arrival day.
Note: If there is damage that is not covered by the product warranty, there will be an evaluation fee charged if the resulting billable repair is declined. The evaluation fee is $89 and covers the cost of shipping and diagnosis of your HP product.
Please do not update this case 3604782943 through Support Case Manager. To check status on the mail-in or for any other assistance in regards to this case, please call HP Support at 1-800-HP-INVENT (1-800-474-6836).
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After sending it back, I heard nothing. I called them several times, and each time, after several transfers I found that they had an incorrect email address listed. Each time they corrected it—and somehow it kept reverting back. Finally, I received some communication:
We have received an update from our repair facility. The part needed in order to repair you unit is currently on back order , the ETA on this part is 02/20/09 once we have an update we will contact you. Please allow 3 to 5 days for repair and delivery after part/s have arrived
We have received an update from our repair facility. The part needed in order to repair you unit is currently on back order , the ETA on this part is 03/02/09 once we have an update we will contact you. Please allow 3 to 5 days for repair and delivery after part/s have arrived
I whined, and received the following:
I apologize about the delay. Your case has been escalated to our Customer Relations team, a case manager will contact you via phone within the next 24 to 48 hours to help you resolve this matter.
We shall see.