Happy two-week ‘anniversary’! Yep, it’s now two weeks since I first reported my faulty laptop for a next-day repair with HP, and it’s not fixed and not here.

Yesterday, I was sort of hopeful that the HP Support Blog would pull into the fixed-laptop station for the very last time, but it appears to be rumbling on, out of control. I contacted ICM Computers, HP’s subcontractors, this morning, as I’ve heard nothing since Friday. I was told that the machine had (as planned) been wiped and reinstalled from scratch, but (unsurprisingly) that hadn’t fixed the problem.

So in a somewhat surreal turn of events, they’ve decided to replace the system board and screen. They’ve done that twice before, you’ll remember, and it didn’t work. But clearly, they think it will this time. Problem is, they’ve not got either. So they’re awaitinf parts. My man from Warrington assures me that the repair has been escalated to a senior level. That’s nice, but it doesn’t seem to be making an awful lot of difference so far.

I’ll post an update tomorrow, though I’m not terribly hopeful that it’ll contain much. Remember that you can follow HP Support Blog posts specifically on this page, or with this RSS feed. Have fun.

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If they’ve been replaced before and they didn’t fix the problem, why do you think they won’t this time? It’s not unknown for replacement parts (which are often refurbished/repaired) to be DOA, it happens. I hope your bedside manner improves before you start dealing with real people, you’ve got a real attitude problem.

» This comment was received at 17:41 on 31 August 06

Thanks for your comment.

The parts may well have been DOA, that’s a valid point. But if two parts were DOA twice, then that suggests a lack of rigor in HP’s testing process, which is clearly a cause for concern. I didn’t suggest that the parts wouldn’t work this time, merely expressed surprise at the fact that a third set of parts was thought necessary.

Dealing with “real people” is what I do day-in, day-out, and even at the end of 14 hour days, I’ve yet to receive a single complaint about my “bedside manner” (though many, many kind compliments).

At this point, I could deliver some cheap jibe about your professional competence, but you’ve chosen to post your confident assertions and insults anonymously - and besides, I’m somewhat above that.

» This comment was received at 18:06 on 31 August 06

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