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HP Support Blog: Day 14

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Warning: This post was published more than 10 years ago.

I keep old posts on the site because sometimes it's interesting to read old content. Not everything that is old is bad. Also, I think people might be interested to track how my views have changed over time: for example, how my strident teenage views have mellowed and matured!

But given the age of this post, please bear in mind:

  • My views might have changed in the 10 years since I wrote this post.
  • This post might use language in ways which I would now consider inappropriate or offensive.
  • Factual information might be outdated.
  • Links might be broken; embedded material might not appear properly.

Many thanks for your understanding.

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.

This 948th post was filed under: HP Support Blog.






More posts worth reading

What I’ve been reading this month (published 2nd June 2017)

What I’ve been reading this month (published 7th May 2017)

What I’ve been reading this month (published 3rd April 2017)

Photo-a-day 53: Darlington Market Hall (published 22nd February 2012)

Photo-a-day 73: Infinity Bridge (published 13th March 2012)

I know why the UK is crap at recycling (published 29th August 2007)

Tony Blair’s Period (published 8th June 2005)


Comments and responses

Comment from Anonymous


by Anonymous

Comment posted at 17:41 on 31st August 2006.

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.


Comment from sjhoward (author of the post)


by sjhoward

Comment posted at 18:06 on 31st August 2006.

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.


Comment from Geomac


by Geomac

Comment posted at 14:57 on 1st March 2010.

My HP laptop developed a major problem some 15 months after I bought it direct from HP UK. Fortunately I’d take out an extended warranty and HP cmae to collect and return to their UK repair shop (Flextronics?). Initially I was promised a turnaround of 5-7 days, then that became 7-10 working days (despite warrantly documant saying “target of 7 working days from first intervention (contact with HP). Talking to their complaints department is so frustrating and useless. Responses to when I will get my laptop back get “I’ll find out and get back to you” – NOTHING! Then it requires 3 new parts which are on order but with no ETA” Latest telephone contact (Friday 26 Feb 2010) “your laptop required 7 new parts – 5 have been delivered and we are waiting for 2? The two they are waiting for are the main processor and the motherboard!!!!
They will simply not answer the question – When will it be returned?” and there is no hierarchy/manager system so I cannot escalate my issue.
All in all – PATHETIC!


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